Refund policy
What is your return and refund policy?
Our goal is to help you find the products that are right for you by providing as much information on our website as possible. There is also the option to contact us at hello@eleanorolsen.co to request a personalised recommendation, or to come into the clinic for a bespoke skincare consultation or treatment. A full list of ingredients are detailed under each product.
If you'd like to return your product/s:
Please ensure your return meets our return rules before submitting a return request.
- Returns accepted for 5 days
- No sale items
Please note that once a product has been opened and/or used, and/or the safety seal has been broken, a refund will not be permitted as the product cannot be re-stocked due to hygiene reasons.
If you would like to request a return please follow the below steps:
The process for returns is the same if you do or do not have an account:
- Email hello@eleanorolsen.co - using your order number in the subject box.
- Explain the reason for the refund request.
If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is received by us, you will receive a refund.
Return requests are permitted within 5 days of the logged delivery date.
We are not responsible for returns lost in transit that have not been issued through the official returns process.
Return labels will only be generated and emailed directly to you upon a successful return authorisation.
Please do not use any return address other than the one provided on your returns label.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused. Any finding of abuse of our policies shall be in our sole discretion and is not appealable. We are not obligated to disclose our reasons and methods, other than to inform the consumer that the refund request is being refused for abuse of our return policy.
We are not responsible for any damage or defect that is caused by a delivery company when returning goods.
If you are returning an order please ensure it is packaged in the same or equally strong packaging as it was received to avoid unnecessary damage in transit.
If a return is approved, product/s must be received at our facility within 5 working days of the return approval and label being issued - otherwise we will not be able to authorise the full refund.
Can I exchange my item for something else?
Unfortunately - we do not offer exchanges on any items at this time.
Missed delivery?
It shows that my package was delivered but I do not have it, what do I do?
Your courier will inform you of a pending delivery via email or text prior to delivery. If you do not receive a notification, or you do, but then your package still doesn't arrive, in the first instance you can simply and quickly enter the tracking number provided in your order confirmation and/or courier notification into the DPD tracking site as below. They will give you an update on your delivery.
If you continue to encounter issues with delivery, please contact hello@eleanorolsen.co, stating 'FAILED DELIVERY' and your ORDER NUMBER in the subject field. One of our customer care team will reply to you shortly.