Help & FAQs

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.

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.