SHOPPING ONLINE
Delivery
Where is my order?
You can track your order by clicking on the Order History tab.
Order Status Descriptions:
Received:
This means we have received your order through our website and shortly, once the order has been authorised, it will go into our warehouse system.
Processing:
This means your order has been authorised and is now being picked through our warehouse team and will shortly be dispatched with the courier.
Complete:
This means your order has been shipped and will be with you as soon as possible. Once the order has gone into the “complete” state, you will receive your tracking information to keep an eye on your order.
Will my ELEMIS order be delayed?
Please note that during our busier times for example, Black Friday and Cyber Monday, there will be delays in receiving your order however, all we ask is that you keep an eye on your emails for the tracking information which will be sent to you as soon as the order has left our warehouse. Rest assured; we will be working extremely hard to get your products with you as soon as possible.
I placed an order a couple of days ago however, have not received any shipping information?
Please note that during our busier times for example, Black Friday and Cyber Monday, there will be delays in receiving your order however, all we ask is that you keep an eye on your emails for the tracking information which will be sent to you as soon as the order has left our warehouse. Rest assured; we will be working extremely hard to get your products with you as soon as possible.
How can I track my delivery?
Once your item has shipped, you can track your delivery through either FedEx or DHL. Your tracking number can be found on your shipping confirmation email. Should your order be returned to sender, or you need any help with your tracking details, please call us on 1-855-235-3647 to ensure this is investigated further for you.
Can I have my order delivered to multiple addresses?
If you would like to send orders to more than one address, please place a separate order for each delivery address. To make this more convenient you can store more than one address in your address book to use for your future orders.
What happens if I’m out when my order is delivered?
The carrier will leave a card with options for redelivery. They may also try a next-door neighbour to see if they will accept the package on your behalf however, on some occasions you can redirect should you not be in.
My delivery arrived damaged, what are my options?
Our goods are quality checked to a high standard before leaving our warehouse, each item is inspected carefully by our team before packing and again during packing. On rare occasions, orders can arrive damaged which we can appreciate is extremely disappointing however, please contact our custmer support within 14 days of receiving the damaged item and we will ensure this is investigated further within our warehouse and courier service. Please make sure you have photographic or video evidence to help us process your claim as quickly as possible.
Elemis monitors return activity for abuse deliveries of orders and returns and reserves the right to limit returns. All returns are subject to validation and approval at ELEMIS discretion and may result in deductions from your refund if abused activity has been noted.
Orders
Can I cancel an order online?
Unfortunately, once your order has been placed on our website or over the phone, we are unable to cancel or amend it.
Can I add or remove products from my order?
Unfortunately, once the order has been processed, we would be unable to amend the order however, we would be happy to assist you further in either placing a new order with the products you’d like to add.
Can I change my delivery address?
Please ensue that you amend any new addresses in your account to enable your order to be delivered to the correct address safely, this would include amending in your Apple pay account and PayPal accounts. If an old address is selected by the customer in error, we are unable to assist customers with a redirection or replacement order.
Offers
What are your offer terms and conditions?
All elemis.com offers are not valid in conjunction with any other offer or codes and cannot be redeemed retrospectively, this does mean that you can only use one promotional code per transaction regardless of whether it is a discount or gift promotional code. No cash alternative available. Subject to availability. Free gifts and discount offers may be changed or removed at any time. Where a free item is received as part of an offer and all or part of an order is refunded or cancelled the free item(s) must be returned with the product or your refund will be total due less the RRP of the item.
How does the Welcome Offer work?
You can receive 15% off on your first order when you sign up to the ELEMIS newsletter, which you can do in the footer of the website. You will receive an email with a unique code sent to your inbox however, please also check your junk folder. You should receive your email within 10 minutes of signing up but occasionally they may take longer. In this case please allow up to 24 hours for your email to arrive. If you have still not received it after this time, please double check that you have entered the correct email address and if you cannot find it, please call us on 1-855-235-3647 and we will ensure a new code is sent to you as a priority. You can always add elemisltd@email.elemis.com to your safe senders list to be sure the emails will hit your inbox. Please note the welcome offer is not applicable on our Annual Advent Calendars, Holiday collections, Limited-Edition items, the ULTRA SMART range, new product launches, kits and bundles, duo sets, sale items, gift cards or cleansing cloths. See email for full terms and conditions. Collections, kits and bundles include more than one item and already include savings before checkout.
Payments
When will payment be taken from my account?
For any order placed on our website or by phone, payment will be taken as soon as the order has been placed and confirmed. This will then reflect in your bank, PayPal or Klarna.
Which payment methods can I use to place my order?
We accept Visa, MasterCard, American Express, and Discover. We also accept Apple Pay, PayPal and Klarna.
When will payment be taken from my account?
For any order placed on our website or by phone, payment will be taken as soon as the order has been placed and confirmed.
Which payment methods can I use to place my order?
We accept Visa, MasterCard, American Express, and Discover. We also accept PayPal and Klarna.
What is Klarna?
Klarna makes shopping with us more convenient and flexible, giving you the option to pay later or break down your payments into three easy installments.
How do I pay with Klarna?
Add your ELEMIS favourites to your bag and head to the checkout. Select Klarna as your payment method to pay in 4 installments. All you need is a US bank account, to be over 18 years old, and have a US residential address. No interest or fees. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.
How does Klarna work?
Once your order is confirmed, you will receive an email from Klarna with payment instructions to let you know when and how you will need to pay. We’ll send your order to you as normal. You will have 30 days to complete the payment online, at your convenience and at no extra cost. You can pay via debit card or bank transfer. You’ll receive a reminder two days before your payment is due, and you’ll also receive email reminders. If you do not pay for your order on time, you may no longer be able to access Klarna’s payment options for future purchases. If a payment is late, Klarna will contact you over a period of several months to try and arrange repayment of the outstanding balance. If after a period of several months you have not repaid, Klarna may use a debt collection agency to recover the outstanding balance which may affect your credit rating.
Why is Klarna not available on my order?
Please note Klarna is only available on our UK £ and US $ stores for orders between $35 and $1000 and not available via our Euro store at this time. Klarna is not available to be used on purchases of gift cards.
Klarna is also not currently available for international orders shipping outside of the UK/US.
Why has my PayPal order not gone through?
In order to submit your PayPal order please make sure you have clicked the PLACE ORDER button on the checkout after you have logged in and paid via PayPal. You will see a message saying you’re your PayPal Payment was Successful, but you also need to hit PLACE ORDER to complete.
Gifts
Do you offer gift wrapping?
At present we do not provide gift wrapping, although we plan to have this service ready very soon.
Products
What can I do if a favorite product is discontinued?
We’re sorry to hear your favorite product has been discontinued! We do offer consultations via email, phone or through our website to help you find an alternative product that will benefit your skin.
How do I know what is right for me?
We offer consultations via email, phone or through our website to help you find Products that will benefit your skin and fit in with your lifestyle. We also offer complimentary 1 to 1 virtual consultations with our Skin Wellness @ home team.
Choose a time that suits you and an ELEMIS expert will guide you through your bespoke routine, based on your lifestyle and skincare goals. If you wish to experience Skin Wellness @home via your mobile, please download the Zoom app here in advance of your appointment. This will enable you to access your ELEMIS consultation without any delay.
How can I receive samples through ELEMIS?
Unfortunately, at the moment ELEMIS is unable to send out samples on request. Samples are only available through our offers and website and phone purchases.
What are active natural bases and why does ELEMIS use them?
ELEMIS develops products with active bases to ensure the whole product delivers serious results. This means that the base is not just an innate carrier for the key ingredients in the product, but also contains the finest ingredients to deliver a positive action on the skin.
What is an active ingredient?
An active ingredient is the most potent part of the plant extract. ELEMIS take the first extraction, which can be hundreds of times more effective than the last extraction from the same extract. Similar to how a tea bag works – the first cup of tea it makes is strong and intense, the more its used in additional cups, the weaker and less effective it becomes.
Do ELEMIS products contain alcohol?
There are many alcohols that are very beneficial to the skin including Cetyl, Stearyl, Cetearyl and Lanolin alcohols. Some other alcohols may be considered drying to the skin if used in large quantities, which ELEMIS avoid.
What are clinical trials?
ELEMIS invests heavily in independent clinical trials to discover the physical effect on the skin whilst using the product, which is much more accurate and realistic than focus trials or the battle of percentages as it is commonly known i.e. 99% of women felt their skin looked smoother.
In all independent clinical trials, products must achieve a ‘statistically significant’ effect on the skin, otherwise they will go back into re-formulation and re-efficacy trials. ELEMIS genuinely believes that if the product has no affect whilst in use then it cannot be launched into the market – the proof is in ELEMIS’ customer results and feedback which are constantly monitored.
Do ELEMIS use artificial fragrance?
ELEMIS only use natural, naturally derived and fine fragrances where possible.
Do ELEMIS products contain preservatives?
ELEMIS only use preservatives where absolutely necessary for the safety of the product. ELEMIS use some natural preservatives such as Benzyl Alcohol and some synthetic preservatives where no alternatives are suitable for the product.
What is ELEMIS approach to sustainability?
Sustainability is the capacity to endure. In ecology the word describes how biological systems remain diverse and productive over time. For humans it is the potential for long-term maintenance of wellbeing, which in turn depends on the wellbeing of the natural world and the responsible use of natural resources. ELEMIS actively seek out sustainable ingredients and always endeavours to support local growers and their communities.
Do ELEMIS test on animals?
We do not test our products, active ingredients, or raw materials on animals at any point in the product development or manufacturing process, and we require all our suppliers to fully respect the same rigorous standards.
Subscription
What is Subscription by Elemis?
Subscribe to Save is the most convenient way for you to get the products you want delivered to you on a regular schedule. We automatically send your favorite products based on your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we’ll take it from there! Plus, receive 10% off, FREE shipping & gifts on every 3rd recurring order.
You have complete control over your Subscription orders, and we will send you an email reminder 7 days before each order ships. You can update your details and change your delivery frequency, next order date, or quantity at any time by visiting “Subscriptions” located within your account. Changes to orders can be made up to 24 hours before the next scheduled shipment date. Please note that once your order is placed, we are unable to make any guaranteed amendments. Please contact our Customer Care Team, who will try to look into this for you. Enjoy the flexibility, convenience, and savings of our Subscription program, and never worry about running out of your favorites again!
How do I join Subscription by Elemis?
Joining Subscription is easy! You can do so while browsing a product page or reviewing items in the shopping cart.
To get started:
1. Select the Subscription option for your desired product.
2. Choose your preferred delivery frequency from the dropdown menu.
3. Click ADD TO CART and check out as usual.
What will happen after I join Subscription by Elemis?
After you join our Subscription program, you will receive an email confirming your subscription. This email will include a link to access the “Subscriptions” section in your Elemis online account, where you can manage your future orders, subscription items, and account information, including payment, billing, and delivery details.
We will place your subscription orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 7 days before each order ships, and you can change or cancel your order up to 24 hours before the shipment date. You also will receive email notifications regarding other important transactional information related to your Subscription account, such as if your item is discontinued or out of stock, if you cancel a shipment, and confirmation when an order is placed successfully.
How do I make changes to my Subscription orders?
Once you’ve joined the program, Subscription is easy to manage. You can update your details, change your next order date, skip an order, change your selected frequency, or cancel a Subscription order by visiting the “Subscriptions” section in your Elemis online account. Please allow up to 24 hours for modifications or cancellations to be processed.
Change an order date:
1. Visit the “Subscriptions” section within your account.
2. Click the “Edit Order” button to the right of the next shipment date.
3. Select a new date for your order. This will change the order date for the entire Subscription order.
Skip a delivery:
1. Visit the “Subscriptions” section within your account.
2. Click the “Skip Order” button to the right of the upcoming order date to skip the entire order.
Change delivery frequency:
1. Visit the “Subscriptions” section within your account.
2. The current delivery frequency is displayed next to each subscription item in a dropdown menu next to “Every”. To change the delivery frequency for an individual item, simply click the frequency dropdown menu next to the item you would like to modify and select your desired frequency from the available options.
Send an order now:
1. Visit the “Subscriptions” section within your account.
2. Click the “Send Now” button to the right of the upcoming order date to send the entire order.
Cancel a Subscription item:
1. To cancel a Subscription item, visit the “Subscriptions” section within your account.
2. Click the “Cancel” link to the right of the item you wish to cancel.
3. You’ll be prompted to confirm this action and indicate your reason for cancelling. Once you’ve selected a cancellation reason and clicked the “Cancel Subscription” button, your subscription for that item will be cancelled and no future orders will be placed, provided the cancellation was requested at least 24 hours prior to the scheduled shipment date.
4. You will receive an email notification confirming the cancellation. Please allow up to 24 hours for any modifications or cancellations to be processed.
Pause a Subscription item:
1. To pause a Subscription item, visit the ”Subscriptions” section within your account.
2. Click the “Pause” link to the right of the item you wish to pause.
You’ll be prompted to select a shipment resume date. Once you’ve selected the date and clicked the “Pause Subscription” button, your subscription will be paused and will resume shipment on the date that you selected.
How do I make changes to my Subscription account information?
To review or modify your Subscription account information, visit the ”Subscription” section located within your account.
Shipping address changes:
1. To change your shipping address for an order, click the “Edit” link located directly next to the current shipping information.
2. Select a prior shipping address from the dropdown menu or create a new one to add to your account. Unless you indicate otherwise, this shipping address will apply to all subscription and future orders thereafter.
Billing address changes:
1. To change your billing address for an order, click the “Edit” link located directly next to the current billing information.
2. This will open a new page where you can add new payment information. Unless you indicate otherwise, this billing information will apply to all Subscription and future orders thereafter.
Please remember to press OK and verify that your updated information was saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
How do I view my future deliveries?
Your very next scheduled orders will be listed in the “Subscriptions” section of your Elemis online account under the “Upcoming Orders” option.
How do I combine items to be in the same order?
Subscription items that have the same order date, shipping address, billing address, and payment method will ship as one order. If you have more than one Subscription item and want the items to ship in the same order, simply visit the “Subscriptions” section of your account and select the same next-order dates for the items you want to be shipped together. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.
What types of payments are accepted for Subscription?
All Subscription orders require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.
What will happen if an item in my Subscription is on sale?
Promotional pricing is not valid for Subscription orders. Elemis may apply any promotional pricing for specific campaigns at its sole discretion.
How will I know if an item in my subscription has been discontinued?
If an item in your Subscription order becomes discontinued, we will send you an email notifying you that the item has been removed from your account and your subscription for that item will be cancelled.