You can track your order by logging into your account page and clicking on the Order History tab.

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.

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.

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.

Once your order has been dispatched, your tracking number will be included in your shipping confirmation email. If your order has been returned to sender, or if you require any assistance with your tracking details, please contact us at the relevant Customer Care email address for your region:

EU: [email protected]
France: [email protected]
Spain: [email protected]
Germany: [email protected]
Italy: [email protected]
Ireland: [email protected]

Alternatively, you may contact us on +44 (0)117 316 1888. This is a UK number, and call charges will apply in line with your network provider. Please note that support is currently available in English only. Our team will be happy to investigate this further for you.

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.

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.

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 customer service on: [email protected] 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.

If you notice that your parcel is being returned to sender, please contact our Customer Care team via [email protected] or Live Chat at your earliest convenience. Our team will be pleased to review the delivery and support you with the next steps, including arranging a replacement or advising on a refund, in line with our delivery and returns policies.

Unfortunately, once your order has been placed on our website, we are unable to cancel or amend it.

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.

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.

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. View our full website terms

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 contact us on [email protected] and we will ensure a new code is sent to you as a priority. 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.

For any order placed on our website, payments will be taken as soon as the order has been placed and confirmed. This will then reflect in your bank, PayPal.

We accept Visa, MasterCard, American Express, Discover and PayPal.

For any order placed on our website or by phone, payment will be taken as soon as the order has been placed and confirmed.

We accept Visa, MasterCard, American Express, and Discover. We also accept PayPal.

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.

Please note that sometimes, on the rare occasion, if a PayPal order has not been processed properly then PayPal with provisionally take the funds from your account however, the funds will return within 2-3 working days however, if you would like to call our Customer Care team to confirm this, then email us at [email protected]

At present we do not provide gift wrapping, although we plan to have this service ready very soon.

To successfully add your chosen promotional code, you will need to ensure you are either signed in under your account or alternatively, signed in as a guest.

To ensure your products are eligible for the promotional code you are trying to use, please ensure you have read the terms and conditions located on the “Offers” page of our website.

You can only use one promotional code per transaction whether it be for a gift or discount. You cannot redeem promotional codes retrospectively and promotional codes will not work on Collections, Duos, Christmas Gifts, Reduced/Sale Items, newly launches products, Limited Edition products. (Collections and duos are items that have more than 1 product included).

You cannot use a promotional code outside of the promotional dates.

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 worth of the gift. We reserve the right to change and/or cancel the promotion at any time.

Complimentary gifts cannot be returned or exchanged for retail value.

You will need to add the promotional code into the “ADD PROMOTIONAL CODE” section of your basket, once you have typed the code, please ensure you press on the “->” to make sure it is successfully added to your order.

Before processing your order, please ensure any discount/gift is reflected through the checkout as the gift or discount will not auto apply.

Please ensure you are either signed into your account or logged in as a guest.

Please check that your order does not include any items that are not eligible for the promotion – please visit our offers page for the terms and conditions.

You will need to add the promotional code into the “ADD PROMOTIONAL CODE” section of your basket, once you have typed the code, please ensure you press on the “->” to make sure it is successfully added to your order.

Before processing your order, please ensure any discount/gift is reflected through the checkout.

Please make sure the promotional code is spelt correctly and is in either capital letters or lower case dependent on the code.

Before processing your order, please ensure any discount/gift is reflected through the checkout as the gift or discount will not auto apply.

You will need to add the promotional code into the “ADD PROMOTIONAL CODE” section of your basket, once you have typed the code, please ensure you press on the “->” to make sure it is successfully added to your order.

Should the code still not be applying, please email our customer care team on [email protected]

At this time, ELEMIS does not offer a price-matching service. Prices displayed on ELEMIS.com reflect our official retail pricing and may vary from those offered by authorised third-party retailers, promotional partners, or department stores. Pricing on ELEMIS.com is subject to change and may differ across regions or promotional periods.

We recommend purchasing directly from ELEMIS.com to enjoy access to our full product range, exclusive launches, and dedicated Customer Care support.

Standard delivery to Europe (excl. the Republic of Ireland) is €3.95 or FREE on orders over €60 (Monday to Friday).

Standard delivery to the Republic of Ireland is €5.95 on all orders.

Shipping Charges are calculated at checkout and will be displayed before your order is confirmed.

We deliver to the following countries via elemis.com/eu:
Andorra, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden
 
For deliveries to UK, Ireland, Germany, France, Italy and Spain please visit our dedicated websites:
UK
Ireland

For deliveries to Albania, Armenia, Georgia, Gibralatar, Guernsey, Iceland, Isle of Man, Jersey, Montenegro, Norway, Serbia, Turkey please visit our UK site different charges may apply.

Orders are typically delivered within 7 - 10 working days from dispatch. Delivery times may vary depending on location and external factors beyond our control.

We do not deliver to P.O. Boxes or BFPO addresses.

Signatures are required upon all deliveries, so please ensure your delivery address is ready to accept deliveries. If you are not able to sign for the delivery yourself, please ensure you know the person who is signing on your behalf.

All orders are accepted subject to availability of products.

Prices will be those ruling at the order date.

We aim to make returning your ELEMIS order as seamless as possible and are pleased to offer a full refund within 30 days of delivery, provided items are returned in pristine condition. This means products must be unused, unopened, with all seals intact, and returned in their original, undamaged packaging. Returns that do not meet these requirements will not be accepted.

To begin the returns process, please contact our Customer Care Team on [email protected]

When contacting us, please include your order number, the item(s) you wish to return, and the reason for the return.

If you experience any issues with your order, including faults, damage, missing or incorrect items, please contact us within 14 days of delivery. Supporting images may be required to help us review your request. Once your return has been received, we will contact you to confirm receipt and advise when your refund or exchange has been processed. Please allow 10–14 working days for returns to be processed. Refunds will be issued to the original payment method used at checkout.

Please note that items purchased online must be returned by post and cannot be returned to retail outlets or stores. Postal charges incurred for delivery or return are non-refundable, unless the item received was faulty, damaged, incorrect, or not as described.

In the event of a suspected adverse reaction to an ELEMIS.com product, you will be required to complete a reaction form and provide supporting images before a return can be considered. Where an order is confirmed as non-delivered and a replacement has been issued, the replacement item will not be eligible for return.

For products purchased from authorised third-party stockists, please contact the original retailer directly to arrange a resolution.

Our products have been formulated to the highest standards of safety but not specifically developed for pregnant or breastfeeding women, therefore we advise consulting with your doctor prior to use.

The PAO symbol that is present on the back of pack label indicates the time period in which a product should be used by the consumer after opening. The PAO symbol can be recognised on packaging as the shape of an opened jar and will have a number inside (6M = 6 months, 12M = 12 months). Once opened, the product should be used in this period, as after this time the quality of the product may deteriorate.

We create formulations using the highest-quality ingredients possible and whilst we are not a vegan brand, we do have products that are vegan. Please reach out to our customer care team on [email protected] for information on specific products.

We create luxury products using a diverse range of ingredients. These ingredients may include nuts, nut advisory ingredients, seed-derived oils, butters, and extracts.

Please reach out to our customer care team on [email protected] for information on specific products.

As a B Corp, we are committed to using our business as a force for good. We actively seek out sustainable ingredients and always endeavour to support local growers and their communities. We evaluate suppliers through EcoVadis, an independent audit that assesses environmental impact, labour, human rights standards, ethics and procurement practices.

As well as mandatory ESG reporting on supply chains and business practices, ELEMIS is part of voluntary groups such as RE100, CDP climate and B Corp, and use RSPO sustainable palm oil and palm kernel derivatives to ensure we continue to build transparency, traceability and reporting across our supply chains.