Help Centre

Everything you need to know about Eluxe

Contact us

How and when can I contact support?

Please contact us at

(1800)569-124 (Mon,- Fri. - 10am to 18pm AEST)

10880 Wilshire Blvd., Suite 1101

Los Angeles

California 90024

United States of America

Order & Shipping

What payment methods do you accept?

Currently for ELUXE subscriptions, we accept; Visa, MasterCard, American Express, Discover, Diners Club, JCB, and Apple Pay. Alternatively, for other Fortero products, we accept; Visa, MasterCard, American Express, Discover, Diners Club, JCB, Shop Pay, Apple Pay, and Google Pay

How long does it take for ELUXE products to arrive?

In-stock products are normally shipped within 2-7 business days after you place your order, depending upon the destination. We endeavour to deliver your order as quickly as possible. In order to produce our shampoo, and harness the cleansing power of such a high carbon dioxide concentration of 8,000 PPM, we are required to use an aerosol can. Due to the legislation around this packaging type, this is classified as 'dangerous goods' for air freight. And therefore it can only be shipped by land transport. For this reason, delivery times may vary by season and can be longer.

Where is my shipment?

As soon as we ship your products, we will send a confirmation email to you containing your tracking information. If you have further questions, or do not receive your tracking email as expected, please reach out to our support team at

Why is my order being returned to the sender?

If an order is shipped to an incorrect address, or if we are unable to deliver to your location the package will be returned to sender. It is recommended that you check the delivery address by logging into your account page. If you have entered the address correctly, and your package is returned, please reach out to our support team at to have your order reshipped. 

What are the shipping costs?

Great news for your wallet and back pocket! Some of our products include free shipping, otherwise we offer a very economical shipping rate, just $6 for each shipment.

What shipping method do you use?

At the moment, we use Australia Post to ship ELUXE products. These shipping methods may be changed or updated at any time without advance notice.

Can I update the address on an order that has already shipped?

Unfortunately, we cannot update the address on an order that has already been processed and shipped. However, you can update your address for future shipments by entering your new address via your account page. If you have any questions related to this process, feel free to reach out to us at

Does ELUXE deliver anywhere in Australia?

Currently, we are not able to ship to Tasmania.

What if there is a problem with my order?

Customer service and satisfaction is our highest priority, so there’s no need to worry if you face any problems with your order. If you received a product that is defective or damaged, you can request an exchange or replacement product. Please contact our Customer Service team by email at; include your order number and brief description of the issue as well. We are all human, and sometimes we can make a mistake! But our team are always there to help and rectify any issues.  

My Account

How can I update my account information?

To update your account information, please visit your ELUXE account. Click on the area you want to update and make the changes accordingly

How can I change my payment information?

The payment information can be changed prior to placing an order. You can go to the accounts page and change your payment information. Please note that the payment information cannot be changed for an order that has already been processed and shipped. 

How can I change my shipping address?

Please note that the address cannot be changed for an order that has already been shipped. To change your address for a future order, navigate to the accounts page.

I’m locked out of my account, how can I reset my password?

Oh no! You can securely reset your subscription password with this link. Make sure to follow all the steps and you will have access to your account again in no time. Happy shopping! 

Is my information secure with ELUXE?

Definitely! Our customers’ safety and security is our top priority. ELUXE uses industry-standard security to keep your private information safe and secure. Meaning, your account information such as name, address, and payment information remain secure at all times. For more information, please read our Privacy Policy.


Why is ELUXE a subscription service?

How many times have you specifically gone to the supermarket and forgotten the exact thing you went to buy?! We understand that everyone gets busy in their day-to-day lives, leaving little time left to worry about routine purchases. So for our customers’ convenience, we offer a subscription service whereby the products are shipped bi-monthly so that you never run out. According to our research, our products are best used continuously to see the best results. So receiving your products at regular intervals, without having to put in the work is going to mean you see results much faster.

How do I cancel my ELUXE Subscription?

We are sorry to hear that you want to cancel your Fortero subscription, but our customers happiness is our highest priority. You can cancel, postpone, or snooze your subscription at any time, just contact our support team at A cancellation becomes official once you receive a cancellation confirmation email from our support staff. We will be sad to see you go, feel free to reactivate your subscription at any time! 

How do I cancel my ELUXE Subscription?

To view your full order history, navigate to the Transaction History tab of your account. To view your subscription information and adjust your next delivery, navigate to the homepage of your account. If you have any questions, please reach out to our support team. We are always here to help!

What is my refund policy?

We have a very flexible refund policy at ELUXE. You may return any items purchased from our website. For further details, please visit Return/Refund Policy. If you are facing an issue with your order or product we would always prefer to resolve this for you. Please reach out to our support team at and we look forward to making things right for you! 

ELUXE Products

What makes ELUXE different?

All ingredients in our hair products are free of harmful chemicals and are made with very natural ingredients. Our shampoo does NOT contain paraben, and of course, we never test on animals and it is a "Cruelty Free" product. Moreover, ELUXE uses 100% essential oil and has a concentration of 10000ppm carbonic acid, which has an incredible adsorption power that removes the dirt on your scalp and leaves it clean and moisturized. That’s why it can help to repair your hair, making it smooth and soft

How often should I wash my hair?

Your hair washing routine should be closely related to your hair type, greasiness, sebum level, and even environmental conditions. However, washing your hair everyday helps remove dead hair follicles, which in turn can make sure the hair get the nutrients it needs. Thus, if you need a little help smoothing and softening your hair, you might want to consider washing it more often.

What hair type is ELUXE best for?

We have formulated our shampoos and conditioner for all hair types! And our shampoos and conditioners are free of harmful chemicals, so there is no need to worry about side effects.

Can men use ELUXE?

Of course, ELUXE is designed for both men and women!