- HOW LONG IS THE DELIVERY TIME AND HOW MUCH DOES IT COST?
Due to the current circumstances, deliveries are taking longer than usual. Currently Standard Delivery is between 3-8 working days and delivery price is based on your location.
- 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.
- WHAT HAPPENS IF I’M OUT WHEN YOU DELIVER?
The courier will bring your parcel back to us. If this occurs, please contactour Customer Service to resend the parcel to you.
- MY DELIVERY HAS ARRIVED DAMAGED OR INCORRECT – WHAT CAN I DO?
If you wish to return a damaged or incorrect item, please contact our Customer Service to arrange for your return. Kindly call or message us on this number : 082277581818 (only work hours 9 AM - 5 PM, Monday - Sunday) . You can also send us an email to email@example.com with the following information:
a. Order number and proof of transaction,
b. User name when accessing the website,
c. Explanation of the condition of damaged or incorrect goods,
d. Pictures of the item
We will review your request for return and will inform you on the result of our review. If your return request is approved, you will be required to send us the item to the following address : Jl. Ir. H. Juanda 3 No.18, RT.2/RW.2, Kb. Klp., Kecamatan Gambir, Kota Jakarta Pusat, Daerah Khusus Ibukota Jakarta 10120
After we have received and review your parcel, we will reply to confirm the receipt of the returned item. Furthermore, we will process your item return and exchange process.
- WHAT IS YOUR RETURNS POLICY?
Products that have been purchased cannot be returned
- THE PRODUCT(S) I RECEIVED ARE INCORRECT/FAULTY/MISSING, WHAT CAN I DO?
If you have any problems with the order you have received, please do not hesitate to contact our customer service team via phone, message or email. Please contact our Customer Service number : 082277581818 (Operational hours : 9 AM - 5 PM, Monday - Sunday) or send an email to firstname.lastname@example.org
- CAN I CHANGE OR CANCEL AN ONLINE ORDER?
If you would like to change or cancel your order, please contact our customer service team at 082277581818 or email@example.com. If the payment for your order has been processed, the order can no longer be changed or cancelled.
- CAN I ADD OR REMOVE PRODUCTS FROM MY ORDER?
You cannot change your order once your payment has been processed.
- CAN I CHANGE MY DELIVERY ADDRESS?
If your order has been placed and you have received an order confirmation, the shipping address cannot be changed.
- WHICH PAYMENT METHODS CAN I USE TO PLACE MY ORDER?
We accept payment with Credit Card and Bank Transfer to Virtual Account
- WHAT I CAN DO IF A FAVOURITE PRODUCT IS DISCONTINUED?
We are sorry to hear your favourite 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. Do not hesitate to contact us via phone at 082277581818 or email firstname.lastname@example.org
- HOW DO I KNOW WHAT PRODUCT IS RIGHT FOR ME?
We offer consultations via email or phone to help you find products that will benefit your skin. Contact us by email or call to speak with our team.
- 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 takes the first extract, 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 you make using a tea bag is strong and intense, the more it is used, the weaker and less effective it becomes.
- DO ELEMIS PRODUCTS CONTAIN ALCOHOL?
There are many types of alcohol which are beneficial to the skin including Cetyl, Stearyl, Cetearyl and Lanolin. Some other alcohols may be considered drying to the skin if used in large quantities, which ELEMIS avoids.
- DO ELEMIS TEST ON ANIMALS?
ELEMIS has been against the use of animal testing for beauty products since our inception over 30 years ago. 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.
Our number one priority is the health and safety of our consumers. All our product formulations have therefore been tested extensively over time through alternative methods, including product safety tests and user/clinical trials.
We are deeply committed to ending animal testing for beauty products globally and we support collaborative industry-wide efforts to achieve this goal.
- WHAT ARE CLINICAL TRIALS?
ELEMIS invests heavily in independent clinical trials to discover the physical effect of our products on the skin, 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 uses natural, naturally derived and fine fragrances where possible.
- DO ELEMIS PRODUCTS CONTAIN PRESERVATIVE?
ELEMIS only uses preservatives where absolutely necessary to ensure safety of the products. ELEMIS uses 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 seeks out sustainable ingredients and always strives to support local growers and their communities.