Contact Us
EluraSkin care team
Contact us
Questions about a product or order? Our care team is here to help.
What do you need help with?
Choose a product for product advice. For delivery, returns or anything else, choose the last option.
Frequently asked questions
Where is my order and how do I track it?
You'll receive a tracking link by email as soon as your order ships, usually within 1–2 business days. If the tracking hasn't updated in 5 business days, email support@eluraskin.co with your order number and we'll sort it out.
Can I change or cancel my order?
We process orders quickly, so contact us as soon as possible at support@eluraskin.co with your order number. If it hasn't shipped yet, we'll change or cancel it. If it has, you're still fully covered by our 90-day money-back guarantee.
What is your money-back guarantee and how do I return something?
Every EluraSkin device comes with a 90-day money-back guarantee. Use it for 90 days, and if you're not seeing results, email us for a return authorisation and a full refund. Free gifts included with your order need to be returned with the device.
How do I manage or cancel my subscription?
Refills renew automatically every 60 days and you can change or cancel anytime — no minimum commitment. Log in to your account portal (link in your confirmation email) or email support@eluraskin.co and we'll handle it for you.
Is this the real product? Do you sell on Amazon?
EluraSkin devices are sold exclusively at eluraskin.co. We don't sell on Amazon or through third-party marketplaces, so anything listed there is not ours and isn't covered by our guarantee or warranty.
Product support
Red Light Therapy Mask
Ask how to use your mask or get help with a device issue.
Common questions
Does it actually work and when will I see results?
Yes. The mask uses 633nm red and 830nm near-infrared light — the clinically studied wavelengths shown to stimulate collagen production. Most customers notice a healthier glow within 2–4 weeks, and visible improvement in fine lines and firmness at 8–12 weeks of consistent use.
Is it FDA-cleared and safe for my eyes and skin?
Yes, the mask is FDA-cleared and safe for daily use on all skin tones. It's non-UV, non-heating and non-invasive. Keep your eyes closed during sessions, and check with your doctor first if you're pregnant, taking photosensitising medication or have a light-sensitive condition.
How often and how long do I use it?
10 minutes a day, ideally 3–5 times per week. Consistency matters more than session length — more time won't speed up results.
Can I use it with my skincare (retinol, serums)?
Use the mask on clean, dry, bare skin so the light isn't blocked. Apply your serums and moisturiser after your session — this is when your skin absorbs them best. Retinol is fine in your routine; just apply it after the mask, not before.
What if I'm not seeing results yet?
Collagen rebuilds gradually, so give it at least 8 weeks of consistent use before judging. Taking a before photo helps — changes are easier to see side by side. If you're past 8 weeks with no improvement, you're covered by our 90-day guarantee.
We’re here to help.
Product support
Epilura Pro
Ask how to use your device or get help with a device issue.
Common questions
Does it work on my skin tone and hair colour?
IPL works by targeting the pigment in the hair, so it's most effective on light to medium skin tones with dark hair. It's not suitable for very dark skin tones, and it won't work on white, grey, red or very light blonde hair. See the skin-tone chart on the product page to check your match.
Is it painful?
No. Most people describe it as a warm tingle or a light snap. The device has adjustable intensity levels, so start low and increase as your skin gets used to it.
How often do I use it and when will I see results?
Use it once a week for the first 12 weeks, then once every 4–8 weeks for maintenance. Most people see noticeably less regrowth by weeks 3–4 and a significant reduction by week 12.
Do I need to shave first? Can I use it on my face and bikini area?
Yes, shave the area before each session so the light reaches the hair root — don't wax or epilate, as IPL needs the root intact. It's safe for legs, arms, underarms, bikini line and facial hair below the cheekbones. Don't use it on your eyebrows, tattoos, moles or freshly tanned skin.
What is the Smooth Serum, and when does it rebill?
Smooth Serum is the daily aftercare that comes with your Epilura — it calms skin after sessions and helps prevent ingrown hairs. Your first 60-day supply is included with the device, and refills ship every 60 days. You can change or cancel anytime from your account portal or by emailing us.
Ask us anything.
Product support
Collagen Glow Up Mask
Ask about the mask or how to use it.
Customer support
Orders, other products & general questions
Use this form for delivery, returns, products not listed above or any other question.
Include the product name or order number if relevant.
Track your delivery →Prefer email? support@eluraskin.co
