Contact Us

Contact Us

Thank you for visiting ELVANEO.

ELVANEO is an online store operated by Wuhan Hongshan Jinshi Department Store (Sole Proprietorship), a business based in China.

For questions about our products, orders, shipping, returns, or refunds, please contact us using the details below.

Business & Contact Information

Store Name: ELVANEO
Business Operator: Wuhan Hongshan Jinshi Department Store (Sole Proprietorship)
Business Location: China
Customer Service Email: service@elvaneo.com

Overseas Correspondence Address — Australia

21 Canter Street
Logan Reserve, QLD 4133
Australia

This address is used solely for receiving business correspondence in Australia. It is not the business operator’s registered address or operating location, and it is not a retail store, shipping warehouse, or returns address.

Please do not send products or returns to this address.

Return Address

No. 488 Xiongchu Avenue
Hongshan District, Wuhan
Hubei Province, China

Returns are sent to China, not to our overseas correspondence address in Australia.

Before sending a return, please email service@elvaneo.com. We will review your request and provide the recipient details, postal code, contact telephone number, and any additional address or shipping instructions required for delivery.

For comfort, preference, or change-of-mind returns, you are responsible for return postage, including international shipping costs where applicable. For verified damaged, defective, incorrect, or materially misdescribed items, ELVANEO covers the necessary return shipping costs.

Customer Service Hours

All service hours below are in U.S. Eastern Time (ET).

  • Monday–Friday: 9:00 AM–5:00 PM

  • Saturday: 10:00 AM–6:00 PM

  • Sunday: Closed

You may email us at any time. We respond to customer service emails within 24 hours, including inquiries received outside our regular service hours.

Order Inquiries

If you are contacting us about an existing order, please include:

  • Your name.

  • Your order number.

  • The email address used for the purchase.

  • A brief description of your question or issue.

This information helps us locate your order and assist you efficiently.

Shipping & Tracking Questions

We offer free standard shipping on all orders to Australia, Canada, the United Kingdom, New Zealand, and the United States, with no minimum purchase required.

Orders are generally processed within 1–3 business days, followed by an estimated 7–15 business days in transit after dispatch. Estimated total delivery time is 8–18 business days.

Delivery times are estimates and may be affected by customs clearance, carrier delays, public holidays, or other circumstances affecting transportation.

Orders are fulfilled and shipped from China unless otherwise stated on the product page. Our overseas correspondence address is separate from our fulfillment facilities and does not indicate the shipping origin of your order.

Free shipping does not mean that import duties or taxes are included. Any taxes collected by ELVANEO will be shown at checkout. Unless explicitly stated otherwise, additional import charges assessed by local authorities are the customer’s responsibility.

Once your order ships, you will receive tracking information by email. Tracking updates may take 24–48 hours to become available.

If your order is delayed, tracking is not updating, or you believe your package may be lost, please email service@elvaneo.com with your order number. We will investigate with the carrier or fulfillment provider. If the package is confirmed as lost in transit, we will provide a replacement or refund at no additional cost to you.

For full details, please review our Shipping Policy.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrect, or materially different from its description, please contact us as soon as reasonably possible.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs or a video where reasonably possible.

After reviewing the issue, we will arrange an appropriate remedy, which may include a refund or replacement, consistent with our Return & Refund Policy and your applicable consumer rights.

ELVANEO will cover necessary return shipping costs for verified product-related issues. If a physical return is required, we will provide a prepaid return shipping label or another return arrangement at no cost to you. Please contact us before purchasing return postage so that we can arrange the appropriate solution.

Any approved replacement will be shipped at no additional cost to you.

30-Night Comfort Trial & Returns

We offer a 30-night comfort trial for pillows, beginning on the date of delivery. You may unpack and sleep on your pillow at home to decide whether its comfort, height, firmness, and support suit your preferences.

If it is not right for you, email service@elvaneo.com within 30 calendar days after delivery to request a return. You do not need to complete all 30 nights before contacting us.

Pillows used for normal sleep during the trial are eligible for return, subject to the hygiene and care requirements in our Return & Refund Policy. Opening the packaging or removing disposable tags does not make the pillow ineligible for return. Original packaging is preferred but not required.

For comfort or change-of-mind returns, the pillow must be reasonably clean, dry, and hygienic, with any supplied covers or accessories included. Damage caused by misuse, improper cleaning, or intentional alteration may affect eligibility.

  • For comfort, preference, or change-of-mind returns, you are responsible for return shipping costs to China and for arranging the return shipping label.

  • For verified damaged, defective, incorrect, or materially misdescribed items, ELVANEO covers necessary return shipping costs.

  • We do not charge restocking or return-processing fees for eligible returns.

  • Discounted pillows are eligible for the same comfort trial as full-price pillows.

  • We do not offer direct product exchanges. To purchase a different item, request a return and place a separate order. Replacements for product-related issues are handled separately.

Please contact us before sending a return. Approved returns should be shipped within 14 calendar days after we provide the return instructions. Your request must be submitted within the original 30-day period, but the returned item does not need to reach us within that period.

Use suitable protective packaging and retain your shipping receipt and tracking information until the return has been completed.

For eligible returns, we complete the inspection and issue the refund to the original payment method within 10 calendar days of receiving the returned item. Your bank or payment provider may require additional time to post the refund.

We refund the amount paid for the returned item after applicable discounts. Return postage for comfort or change-of-mind returns is not reimbursed. If your original order received free delivery, we will not deduct an original delivery fee from your refund.

If we confirm in writing that a physical return is not required, we will issue the approved refund within 10 calendar days of that confirmation.

Please review our Return & Refund Policy for complete details. The comfort-trial deadline and hygiene requirements do not limit your statutory rights concerning faulty, damaged, or misdescribed products.

Order Changes or Cancellations

If you need to change or cancel your order, email service@elvaneo.com as soon as possible.

If the order has not yet been processed or shipped, we will make reasonable efforts to assist. Once processing or shipping has begun, changes or cancellations may no longer be possible.

This does not affect any cancellation or return rights available under applicable law.

General Questions

For any other questions about our products, store policies, or after-sales support, please email:

service@elvaneo.com