Buying prestige skincare online can feel simple until you need to return a product that did not suit your skin, arrived damaged, or came as part of a set with multiple pieces. That is where a clear policy guide becomes useful. This article explains how Drunk Elephant handles returns, refunds, cancellations, shipping charges, damaged-package reports, and customer support for shoppers in the United States. It is written for customers comparing direct purchases with retailer purchases, people trying to avoid refund delays, and anyone who wants to understand the practical rules before mailing products back. Because skincare purchases often involve opened items, kits, travel sizes, and time-sensitive shipping issues, the fine print matters more than it does with many other retail categories.
The Drunk Elephant return policy generally allows returns of gently used products within 30 days, but the details around kits, empty containers, shipping charges, retailer purchases, and refund timing can affect what happens next. This guide breaks those points down in plain language.
Quick Answer: Can You Return Items to Drunk Elephant?
Yes. Drunk Elephant generally accepts returns of gently used products within 30 days. The brand does not currently offer exchanges, requires all contents when a set or kit is returned, and will not refund partial kits or empty containers. Returns for orders placed on drunkelephant.com are handled by mail using the prepaid label included in the package, while items bought from other retailers must usually be returned to that retailer.
Quick Facts Table
| Policy Point | Details |
|---|---|
| Refund Window | 30 days for items returned to Drunk Elephant for eligible direct orders |
| Receipt Requirement | Packing slip and order details are used for direct returns; retailer purchases follow the retailer’s process |
| Refund Method | Original form of payment; eGift card refunds go to a new eGift card sent by email |
| Exchanges Allowed | No exchanges currently offered |
| Restocking Fees | No restocking fee stated on the official pages reviewed |
| Online vs In-Store Differences | Items bought on drunkelephant.com cannot be returned or exchanged at retailers that sell Drunk Elephant |
Policy Snapshot
Return window: 30 days
Condition: Gently used products may be returned
Receipt or order record: Packing slip and order information help support the return
Refund method: Original payment method; eGift card refunds return as a new eGift card
Exchanges: Not available
Fees: Shipping and handling charges are not included in refunds; Colorado retail delivery fee of $0.29 is nonrefundable for Colorado orders
Official Return Policy Overview
Drunk Elephant accepts eligible direct-order returns within 30 days and refunds the original payment method after the return is processed. Products must be gently used, exchanges are not offered, and special rules apply to kits, empty containers, and retailer purchases.
The main return rule is straightforward: products purchased through the brand’s website may be returned within 30 days. On the official return policy FAQ and delivery and returns page, Drunk Elephant says gently used products can be returned, and that all returns for eligible direct orders are refunded to the original form of payment.
For skincare shoppers, the most important detail is the condition standard. “Gently used” is more flexible than “unopened only,” but it is not the same as fully used. The brand specifically says empty containers will not be accepted for refund. That matters for customers who buy a serum, use nearly all of it, then decide it was not a good fit. The safer approach is to test promptly and act early.
Kits and bundles have another rule that can surprise buyers. If you return a set or kit, Drunk Elephant requires all original contents. Partial returns from a set or kit are not refunded. This is especially important with travel kits and giftable bundles where small components can be misplaced.
The direct-versus-retailer distinction is also clear. Items purchased on drunkelephant.com cannot be returned or exchanged at retailers that carry the brand. If you bought through Sephora, Ulta, Kohl’s, Amazon, or another seller, the return normally has to be handled under that seller’s own rules. Policies are subject to change; we recommend verifying directly with the retailer.
Holiday Return Policy
A holiday extension was not clearly stated on the official Drunk Elephant return pages reviewed for this guide. That means shoppers should not assume a seasonal extension applies unless the brand or retailer posts one for the specific promotional period.
Holiday return terms can differ from the standard 30-day rule, but Drunk Elephant’s currently accessible official return pages do not publish a standing holiday extension. If you are buying gifts, limited-edition kits, or seasonal bundles, it is wise to check the official return page again during the holiday season and to review any banner terms shown at checkout.
Retailer purchases may follow different holiday rules from Drunk Elephant direct orders. That is another reason to confirm the exact purchase channel before relying on any extended return deadline. Policies are subject to change; we recommend verifying directly with the retailer.
Exceptions to the Drunk Elephant Return Policy
- ✕Empty containers are not accepted for refund, even if the customer was ultimately unhappy with the product.
- ✕Partial kits or sets are not refunded. All items from the original set or kit must be returned together.
- ✕Items purchased from retailers cannot be returned or exchanged through Drunk Elephant’s direct website return process.
- ✕Shipping and handling charges are not refunded, which can matter on low-cost items where shipping represents a noticeable share of the total spend.
- ✕Colorado’s $0.29 retail delivery fee is nonrefundable for eligible Colorado shipments.
These restrictions exist because returns in skincare often involve partly used consumable products, bundled merchandise, and fulfillment costs that the brand treats separately from the item price. If a product seems defective instead of merely unsuitable, contacting support with photos may lead to a different resolution path than a standard satisfaction return.
Warranty Coverage Explained
Drunk Elephant does not prominently publish a broad consumer warranty on the official pages reviewed here, but it does provide a defect-resolution process for products that arrive defective or are damaged in transit. Proof, photos, and product preservation matter.
For defective products, the brand instructs customers to email details and pictures to info@drunkelephant.com and not discard the item. Drunk Elephant states that it may ask for the item to be returned for quality assurance. This is an important practical point: if a pump fails, a seal seems compromised, or the formula appears off, keep the product and packaging until the brand tells you otherwise.
For transit damage, the company says to save both the box and the merchandise and notify customer service immediately. Missing-package claims have a tighter deadline: customers are asked to notify the brand within three days of the scanned delivery date, after which a trace is started with FedEx. That trace process takes approximately 2–3 business days.
If you purchased from a retailer, the retailer may control the first step of the return or defect process. Policies are subject to change; we recommend verifying directly with the retailer.
Step-by-Step Return Process
In-Store Returns
- ✓Check the purchase channel first. If the product came from Sephora, Ulta, Kohl’s, Amazon, or another seller, use that seller’s return process rather than Drunk Elephant’s direct mail return process.
- ✓Bring the product, proof of purchase, and any original packaging or set components that came with it.
- ✓Go to the retailer’s customer service or returns counter and follow that retailer’s inspection and refund workflow.
- ✓If the item appears defective, ask whether the retailer handles it directly or wants you to contact Drunk Elephant support for quality review.
Online / Mail Returns
- ✓Confirm that the order was placed on drunkelephant.com and that it is still within the 30-day return window.
- ✓Write the reason for return on the front side of the packing slip.
- ✓Use the prepaid return label included in the package. Drop-off is available at USPS access points or FedEx locations, including local post offices, collection boxes, mail carriers, FedEx Offices, FedEx Authorized ShipCenter locations, and FedEx World Service Center locations.
- ✓Return all parts if the order included a set or kit. Missing pieces can lead to a rejected or reduced return outcome.
- ✓Track the return using the tracking number on the prepaid label.
- ✓After the package arrives, allow up to 10 business days for processing before the refund is issued.
Refund Methods by Payment Type
Drunk Elephant generally refunds eligible returns to the original form of payment. One notable exception is eGift cards, which are refunded to a new eGift card sent to the customer’s original email address.
For standard card purchases, refunds go back to the original credit or debit card after the return is processed. Drunk Elephant says to allow up to 10 business days once the return package has arrived. Bank posting times can still vary after that processing step.
For eGift card purchases, the refund is not converted to cash. Instead, the company issues a new eGift card and emails it to the original customer email address. This is a key detail for gift buyers and recipients because it changes how the value is returned.
If you used Afterpay, Drunk Elephant says the refund automatically drops through to Afterpay after processing, and the installment plan is adjusted starting with the last payment installment and working backward. Customers should still monitor their payment schedule until the adjustment appears.
Shipping and handling charges are not included in refunds. That means your item value and sales tax may come back, but the original shipping cost does not.
In-Store vs Mail Return Comparison
| Factor | In-Store / Retailer Return | Mail Return to Drunk Elephant |
|---|---|---|
| Speed | Often faster if the retailer approves the return at the counter | Requires shipping transit plus processing time |
| Refund Timeline | Depends on retailer policy | Up to 10 business days after the return package arrives |
| Fees / Shipping Responsibility | Depends on retailer policy | Prepaid label included for eligible direct returns, but original shipping and handling charges are not refunded |
| Convenience | Best if you bought in person or from a retailer with a nearby location | Best for orders placed directly on drunkelephant.com |
| Best For | Retailer purchases, immediate counter review, receipt-based store returns | Direct website orders, gently used products, tracked package returns |
Cancellation Policy
Drunk Elephant allows cancellation only for eligible orders shortly after placement. Because orders are processed promptly, cancellations and modifications are time-sensitive, not guaranteed, and modifications are not available.
If you want to cancel a recently placed order, the official path is through the “Order History” tab in My Account. If you checked out as a guest or do not have an account, the brand says to use its Order Tracker to locate the order. The cancellation option appears only for eligible orders shortly after they are placed.
Drunk Elephant also says orders cannot be modified at this time. That means an address correction, item swap, or shipping-method change may not be possible once the order moves forward. For customers, this is one of the most important pain points: the practical window is narrow, so it is worth double-checking the shipping address and cart contents before submitting an order.
If the order has already shipped, the cancellation route usually closes and the matter shifts to the return process instead.
Shipping Policy
Drunk Elephant ships within the United States, including Hawaii, Alaska, and U.S. territories. Standard and expedited shipping costs are published, warehouse processing usually takes 24–48 hours, and missing-package claims must be reported within three days of the scanned delivery date.
The official shipping and returns page lists the following exact shipping charges: FedEx home delivery for orders under $40 costs $6.95 and usually takes 5–7 business days; orders of $40+ receive free FedEx home delivery; FedEx two-day shipping costs $14.95 for orders under $200 and is free on orders of $200+; Hawaii and Alaska FedEx home delivery costs $14.95 and may take up to 21 business days; U.S. territories and military addresses using USPS Priority cost $10.95 and may take up to 21 business days.
Orders are typically processed in 24–48 hours, Monday through Friday, excluding federal holidays and weekends. Drunk Elephant says it does not ship to P.O. boxes, cannot ship to freight forwarders, and does not accept international billing addresses or P.O. box billing addresses.
For Colorado orders, a $0.29 retail delivery fee applies and is nonrefundable even if the order is later returned.
If a package arrives damaged, save the box and merchandise and contact customer service immediately. If a package appears missing, the brand asks customers to look around the delivery location and then notify support within three days of the scanned delivery date. A FedEx trace then takes approximately 2–3 business days.
Customer Service & Contact Information
Drunk Elephant’s official support page lists several direct contact methods for U.S. customers. The main customer service phone number is 1-800-604-1795. Email support is available at info@drunkelephant.com. The brand also offers live chat through its contact page.
The published business hours are Monday – Friday 9:00 AM – 9:00 PM EST, Saturday – 9:00 AM – 6:00 PM EST, and Sunday – Closed. For product defects or damaged items, email is especially important because the brand asks customers to send details and pictures and to keep the product available for possible review.
Quick Connect Support Table
| Support Type | Contact Method | Availability and & Customer Support Hours |
|---|---|---|
| Customer Service Phone | 1-800-604-1795 | Monday – Friday 9:00 AM – 9:00 PM EST; Saturday – 9:00 AM – 6:00 PM EST; Sunday – Closed |
| Email Support | info@drunkelephant.com | Use for order questions, returns, damaged items, and defective product issues |
| Live Chat | Official contact page | Available through the site; live support hours were not separately published beyond the customer service hours shown above |
| Order Lookup | Order Tracker | Use to locate eligible orders for status checks and possible cancellation |
Store Hours / Store Timings
Drunk Elephant is primarily sold through its website and authorized retail partners rather than through standalone branded stores in most markets. Because retailer locations can follow different schedules, customers should use the official store locator to find nearby sellers and confirm local hours.
If you are returning a retailer purchase in person, do not rely on general mall-hour assumptions. Check the exact location first, especially during weekends, holidays, and promotional periods. Policies are subject to change; we recommend verifying directly with the retailer.
Practical Tips Based on Common Retail Practices
- ✓Test products early. Since direct returns are limited to 30 days and empty containers are not accepted, waiting too long can remove your best refund option.
- ✓Keep every piece of a kit or gift set together. Small minis, caps, and accessories can matter when a full set must be returned intact.
- ✓Save your packing slip and take a photo of the package contents before mailing anything back, especially if the order included multiple products.
- ✓If an item arrives damaged or defective, photograph the issue before further use and contact support right away rather than trying to solve it later as a standard return.
- ✓Double-check your shipping address before submitting the order because modifications are not available once the order starts moving through the system.
Reasons a Return May Be Denied
- ✕The return falls outside the 30-day window for eligible direct orders.
- ✕The product appears empty or too heavily used to qualify as a gently used return.
- ✕A kit or set is returned without all original contents.
- ✕The item was purchased from a retailer and sent to Drunk Elephant instead of being returned through the original seller.
- ✕Packaging, order details, or the packing slip are missing and the brand cannot confidently match the return to the order.
Return Denial Prevention Tips
- ✓Return promptly instead of using the item for most of the month and then starting the process at the deadline.
- ✓Keep the original packing slip and order email until the refund is fully completed.
- ✓Do not separate bundle items if you think you may return the set later.
- ✓Use the prepaid label provided and keep tracking records until the refund confirmation email arrives.
- ✓For damaged or defective items, preserve both the item and its packaging because customer service may need them for review.
Edge Case Scenarios
Lost receipt or missing order paperwork: For direct website orders, customer service may still be able to locate the order using account or order details, but keeping the packing slip makes the process easier. Retailer purchases usually depend on that retailer’s own lookup tools and proof-of-purchase rules.
Opened items: Opened products may still qualify if they are gently used and returned within 30 days. The risk rises if the item is nearly empty or appears substantially used.
Gift returns: Outcomes depend on how the order was placed and how payment was made. eGift-card-based refunds return as a new eGift card, which can affect gift recipients differently from card purchasers.
Damaged or defective items: Contact support quickly, provide pictures, and keep the item and packaging. This is often handled differently from a standard preference-based return.
Late returns: Once the return window passes, approval becomes much less likely. The better route may be customer support review only if there is a defect or transit issue rather than simple dissatisfaction.
Warranty replacement versus refund: Drunk Elephant’s published pages focus more on defect reporting and quality review than on a broad written warranty structure. In practice, the documentation you provide often determines whether the matter is treated as a refund issue or a product-quality issue.
Official Policy Source
- ✓Official FAQ / return policy page
- ✓Official delivery and returns page
- ✓Official contact page
- ✓Official terms and conditions page
- ✓Official order tracker
- ✓Official store locator
- ✓Official Afterpay information page
Social Media Channels
Frequently Asked Questions
Can you return opened Drunk Elephant products?
Yes, direct returns can include gently used products if they are returned within 30 days. That said, empty containers are not accepted for refund, so customers should test products early and start the return process before the item appears heavily used.
Does Drunk Elephant offer exchanges?
No. Drunk Elephant states that it is currently unable to offer exchanges. If you want a different product, the normal approach is to return the original eligible item and place a separate new order for the replacement product you want.
Can retailer purchases be returned directly to Drunk Elephant?
Usually no. The official policy says items purchased on drunkelephant.com cannot be returned or exchanged at retailers, and retailer-bought items should generally be handled through the retailer where they were purchased. That distinction matters for Sephora, Ulta, Kohl’s, and other third-party sellers.
How long do refunds take?
After Drunk Elephant receives the return package, the company says to allow up to 10 business days for processing. After that, bank or payment-processor posting times can still vary. eGift card refunds are reissued as a new eGift card sent by email.
Are shipping fees refunded?
No. Drunk Elephant states that shipping and handling charges are not included in refunds. For Colorado orders, the $0.29 retail delivery fee is also nonrefundable. That means your refunded total can be lower than the original amount you paid at checkout.
What if my package is missing?
First, check around your property and review proof of delivery. If the package still cannot be found, Drunk Elephant says to notify customer service within three days of the scanned delivery date. The company then starts a FedEx trace, which takes approximately 2–3 business days.
Key Takeaways
- ✓Drunk Elephant generally accepts gently used direct-order returns within 30 days, but it does not offer exchanges.
- ✓Empty containers and partial kit returns are not refunded, so skincare buyers should test products early and keep sets complete.
- ✓Refunds are issued to the original payment method, while eGift card refunds are sent as a new eGift card.
- ✓Shipping and handling charges are not refunded, and Colorado’s $0.29 retail delivery fee is nonrefundable.
- ✓Missing-package issues must be reported within three days of the scanned delivery date, and customer support is available at 1-800-604-1795 during published business hours.