What is ELEMIS's returns policy?
ELEMIS want all of their customers to be happy with their purchases, so if you're not satisfied with your order, you can return it to ELEMIS. All ELEMIS ask is that you notify ELEMIS within 14 days of receiving the order and ensure that the products have not been opened.
What should I do if I receive an item that isn't what I expected?
When it comes to packaging your item, ELEMIS have high standards, but accidents do happen from time to time. If you have gotten an incorrect item, please accept their apologies. As part of their customer service goals, ELEMIS will do everything possible to fix your issue quickly, easily, and with the least amount of inconvenience possible. When contemplating a product return, ELEMIS will look at each case separately; in some cases, ELEMIS may need further information, such as images, to determine the best course of action. ELEMIS's goal is to give you the finest answer as soon as possible.
What should I do if I receive a broken item?
Despite their best efforts to ensure that your goods are not damaged during transit, difficulties may occur. If you have received a damaged item, please accept their apologies. Please do not refuse delivery; instead, accept the goods and contact ELEMIS as soon as possible. Refusal may cause the parcel to be delayed in being returned. You can reach out to ELEMIS via your account's online messaging centre. Please include any photos of the damage in your message. A member of their team will look through the specifics and come up with the best solution to your problem.
What is the best way to report a problem with my product?
Please accept their apologies if you believe your item is defective; ELEMIS take all complaints about the quality of their products very seriously, and ELEMIS will need to evaluate the claimed defect further. ELEMIS ask that you contact ELEMIS through your account's online messaging centre to do so. Please describe the problem in full and, if possible, provide photos with your letter.
Not Received Item
If you have not received your item, please accept their apologies. This is unusual, and ELEMIS want to get this resolved as soon as possible for you. You must notify ELEMIS if you have not received your item within 30 days of receiving an email from ELEMIS confirming that it has been delivered to claim a refund or replacement. Please contact ELEMIS through your account or their website's Live Chat.
What should I do if I need to return something?
To schedule a return, please contact their Customer Service team. They'll need your order number, the item you'd want to return, and why you're returning it. They'll provide you with a unique returns authorisation number and all the information you need to complete the return once ELEMIS receive these details. Please ensure that the item is properly packaged and that their return form is included inside. When you ship your goods to ELEMIS, you must receive proof of postage receipt. Proof of postage is free, but without it, ELEMIS may be unable to process your refund or replace your item in the unlikely event that it is lost in route. If you request a replacement and the item is no longer available, ELEMIS will issue a refund to the original account from which the item was purchased. You are responsible for any item you accept and later return it until it reaches their warehouse. As a result, please send your item back to ELEMIS using a shipping service that covers the full value of the products.
When will I get my money back?
Within 5 working days, your refund should be credited to your account, and they'll send you an email to let you know it's on its way. If you haven't received your refund within 10 working days after receiving their email, please contact their Customer Service team via the 'Still need help?' option.
