If you wish to return or exchange products for whatever reason, we’re here to help!
We offer returns or exchanges within 14 days of purchase once products are returned unopened. Your right to cancel under the Consumer Rights Directive starts from the moment you receive your order. Faulty or damaged goods will be replaced once we are contacted within 7-days of receiving your package. You can return your product in exchange for store credit, a different product, or a refund to the original payment method used. Skin Emporio is under no legal obligation to provide a refund prior to receiving proof of items being returned or after the 14 day “cooling-off period” is expired.
If you just change your mind and want to exchange for alternative products this is completely fine, however you are responsible for postage costs to both return products, and for postage costs associated with the provision of new products.
Please note the following exceptions to our return and refund policy:
- Discount or promotional sales are final and cannot be returned or exchanged.
- Returned items must be unopened.
- Seal must not be opened or tampered with.
- Product must remain in its original packaging.
- Returned items must have no visible signs of wear or use or damaged packaging.
Please note: if unwanted goods are not returned in perfect condition, a refund will not be provided. Therefore, please package returns appropriately as we will not be held accountable for items damaged in transit.
To initiate a return or exchange, please complete the following steps:
Initial contact must be made within 14 days of receipt of product. Please make contact to our customer service department in writing via email email@example.com, and please include following details in the email:
- The order number (i.e #1234)
- Reason for return
- Attach a clear photo of the product if necessary
- Your personal contact details including phone number
A member of our customer service team will be in touch to advise on how to proceed. Faulty, damaged or returned goods must be returned to us within 10 days of approval from our customer service team, to the below returns address:
Elmes Skincare Clinic, 3rd Floor, 65 Mary Street, Dublin 1
Goods can also be returned in person to our physical clinic location, but only once approved after we have been contacted via email with order details.
If you are eligible for a refund, we will refund the monetary value of the goods returned only, unless incorrect or faulty items were sent out, in which case the order value and the delivery charges you incurred will be refunded. Refunds will be made by the original method of payment charged (e.g Paypal, credit card, debit card). Please allow 3-10 business days for refund to be processed.
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
We are more than happy to refund postage costs to return an item where the return is required due to our error. For example; if we are at fault for sending the wrong item, or if the item is damaged or faulty.
Postage refund will not be authorised to return items which are unwanted or no longer required, and no refund will be issued for the same. Only reasons outlined above will be approved for a refund. Do not attempt to return an item without contacting us first, as you may be at loss for both the original purchase and postage costs. Postage costs will only be reimbursed for authorised returns. We recommend using a tracked delivery service that insures you for the value of the goods, should the parcel go missing. Goods can also be returned in person to our physical clinic.
Elmes Skincare Clinic is not responsible for any adverse reactions to products purchased on our store. To avoid this, we recommend patch testing and area of the skin prior to using the product. We always recommend booking an in-clinic or online skin consultation ahead of purchasing new products or starting to use active skincare products. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
If your order has not arrived, please contact our team via email: firstname.lastname@example.org and we will be happy to assist further.
We reserve the right to update and change our policies at any time. This Returns & Refund Policy was last updated on 04/04/2023