General

Order Queries

• Can I cancel an order online?
• Can I add or remove products from my order?
• Can I change my delivery address for an existing order?
• Why is my order not going through?
• My payment has been taken but I have not received a confirmation email, what should I do?
• Can I add a gift message or gift wrap my order?

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Delivery

• What are your delivery options and pricing?
• What are the delivery rules and restrictions?
• Where is my order?
• How can I track my order?
• My order is past the delivery date, what should I do?
• Can I collect my order in store?

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Promotions and Gift Cards

• Can I use more than one promotional code at a time?
• Can I add a gift message?
• The promotional gift is not showing on my order confirmation. Will I still receive the gift?
• How can I redeem my gift card?
• Can I buy a gift card for ELEMIS treatments?
• How can I check my gift card balance?

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Returns & Refunds

• What is your returns policy?
• If I do not like the product once I have tried it, can I return this to you for a refund?
• Can I return an order which included a free gift?
• I am outside of the return window, what can I do?
• Can I return an item bought with a gift card?
• Can I check the status on a refund?

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Account and Website Help

• Can I book an ELEMIS treatment online?
• When will payment be taken from my account?
• How can I change my email address in my account?
• I am unable to place an order, what should I do?
• I am unable to access the website, what should I do?
• How can I add/change a delivery address?

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Products & Sustainability

• Where does ELEMIS source ingredients from?
• Where are ELEMIS products made?
• How can I find out the expiry date of a product?
• Does ELEMIS test on animals?
• Are ELEMIS products vegan?
• I have a nut allergy; are there any ELEMIS products I cannot use?

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Privacy

• How is my data protected?
• How do I find ELEMIS’ Privacy Policy?
• What is ELEMIS’ privacy commitment?
• Who can I contact if I have any questions or concerns about how my data is used at ELEMIS?
• How do I know what data you hold about me?