• If your order is shipped within the EU, there are no customs duties as goods move freely between EU countries.
  
  
• If your order is shipped to outside the EU, you may be required to pay import VAT and, in some cases, customs duties depending on the value of your order.
  
  
• Customs fees are determined by your local authorities and are the responsibility of the customer.

We are located in Denmark. All of our products are designed and shipped locally.

• We offer international delivery and will ship to all countries within the EU.
  
  
• We also offer shipping to countries outside of the EU (USA, Australia, Norway, etc). In this case, please contact us directly so we can provide delivery options.
  
  
• Read more about our shipping policy here.

• Local Delivery Within Denmark
  We deliver quickly within 1-3 business days in Denmark. 
  
  
• International Delivery Within EU
  We deliver within 2-7 business days.
  
  
• Delivery outside of the EU (USA, Norway, Australia etc.)
  Please contact us for a shipping estimate.

You will receive an email with your tracking number when your order is shipped. If this is not the case, please contact us at info@ellenciago.com so we can assist you.

We are sorry to hear that you have not received your order yet. Please contact us via email at info@ellenciago.com so we can help you with your delivery challenge. We will be more than happy to help you track your order.

We offer returns/exchanges for eligible products. We understand that there may be times when you need to return or exchange your order. Read more about our return/exchange policy here.

You have 14 days from the date of delivery to request a return. Items must be sealed, unopened, and in their original condition as outlined in our return/exchange policy here.

No. For hygiene reasons, we do not accept returns on products that have been opened, tried on or used. This includes products that are not in the original packaging, if the security label is broken, if the plastic packaging has been opened/removed, if hair extension hairnets have been taken off and put back on, removed or cut open.

Yes, the return/exchange label costs 59,- excl. VAT.

Please email support@ellenciago.com to initiate your return. Once approved, you can proceed through our returns portal to generate your return label. Return label fees apply.

To request an exchange, email support@ellenciago.com with your order number and the desired colour. All exchange items must be sealed and unopened. Return label fees apply.

No. Each order must be returned separately with its own return label to ensure proper processing. Return label fees apply.

We cannot accept returns if:

• The product has been opened, tried on, or used
• Packaging or security seals are broken or removed
• Items are not in original condition
• The return window has expired
• Items have been exposed to perfume, makeup, or smoke

For hygiene reasons, lashes, hair extensions and wigs cannot be returned once opened or if the seal has been broken.

Please ensure the product remains sealed if you wish to return it.

Returns are processed within 10 business days of arrival at our warehouse. Once approved, refunds may take 2-4 business days to appear in your account.

Refunds are issued to your original payment method. If you paid with a gift card, you will receive store credit.

If a product is defective, please send a picture of the defect along with a description within the first 14 days of receiving your order. Send an email to customer service at info@elleniago.com and we will be happy to help you resolve the problem.

Yes, many modern lashes are completely vegan.

We use our ultra-light Vegan Fiber™ for every Ellenciago lash set. Instead of mink or other animal-derived materials, they’re made from high-quality synthetic fibers designed to mimic the softness and movement of natural lashes.

Vegan Fiber is a refined, man-made fiber developed to mimic the softness, flexibility, and movement of natural hair and lashes. It is selected for its ability to hold its shape, maintain its finish, and deliver a consistently natural result, wear after wear without the use of animal derived materials.

Not at all. While traditional lashes may require some practice, especially when working with glue, newer formats like pre-glued lashes are designed to be quick, mess-free, and beginner-friendly. With a bit of familiarity, application becomes part of your routine rather than a separate skill to master. You can find tutorials at Ellenciago Education here.

Pre-glued lashes come with adhesive already applied, making them faster and easier to use without the need for separate glue. Traditional lashes require you to apply adhesive yourself, which allows for more control and customization, but can take more time and precision.

Yes, they are designed to be reused up to 3-4 times. 

• After removal, gently peel away any remaining adhesive from the lash band.
  
  
• For a deeper clean, you can briefly cleanse the lash band using a small amount of 91% isopropyl alcohol to loosen buildup. Focus on the lash band only. Do not leave them in liquid for long, as this may damage the fibers.
  
  
• Afterwards, lightly cleanse with an oil free cleanser or mild soapy water and allow the lashes to dry completely.
  
  
• Once dry, gently reshape with a spoolie brush if needed and store them in their original packaging to maintain their form.
  
  
• With proper care, your lashes can be reused multiple times.

Yes, our hair extensions are completely vegan.

We use our ultra-light Vegan Fiber™ for every Ellenciago hair extension set. Instead of unethically collected human hair or other animal-derived materials, they’re made from high-quality synthetic fibers designed to mimic the softness and fall of natural hair.

Vegan Fiber is a refined, man-made fiber developed to mimic the softness, flexibility, and movement of natural hair and lashes.

It is selected for its ability to hold its shape, maintain its finish, and deliver a consistently natural result, wear after wear without the use of animal derived materials.

Hair extensions will not damage your natural hair. We offer various attachment styles for our ponytail extensions depending on your needs and comfort.

Brush your hair through, wash with a mild shampoo, and use a leave-in conditioner for extra care. You can find care and styling tutorials at Ellenciago Education here.

Yes, Ellenciago's hair is heat-treatable, meaning it can be straightened and curled. We recommend up to 160 degrees Celsius / 320 degrees Fahrenheit. Unlike your own hair, vegan Fiber™ will only set once it has cooled, so use bobby pins or a hair curler to hold the curl until it has cooled. Keep in mind that our hair is pre-styled and heat styling will remove the original texture.

Clip-in hair extensions and ponytail extensions are suitable for all hair types, they are easy to use, even for a beginner. 

Ellenciago ponytail extensions are designed for beginners and hair experts. It takes minutes to apply and seconds to remove. They are pre-styled, soft and luscious. You get length, volume and your hairstyle stays perfectly styled all day.

See our ponytail installation guides at Ellenciago Education here.

Head to our colour guide page here that provides swatches and instructions for how to find your best match.

Note that each set of extensions comes with a colour sample so you can always exchange for another colour if necessary.