We strive to use packaging that has the least impact on our environment and especially oceans. We've have plastic – free policy.Our preference is for highly recyclable glass and biodegradable cardboard such as PCW where possible.

We use many ingredients that are certified organic, natural, or naturally derived ingredients. It is important to know that “organic” and “natural” do not have legal definitions in the health and beauty industry; companies can say that a product is organic when in fact there are no certified organic ingredients in it, or there are only a couple.

We use organic ingredients when we can. Organic ingredients are marked with an asterisk in the ingredient listing of any given product.

We take the safety of the environment and animals very seriously .None of our ingredients or products are tested on animals, and we require that all our manufacturers confirm that they do not test on animals.

A Good Manufacturing Practices (GMP) certification scheme provides independent verification and certification that the basic manufacturing practices and prerequisites necessary for the implementation of an effective Hazard Analysis Critical Control Point (HACCP) food safety program are being followed.

We craft all of our products with safety in mind, especially for those who might be extra vulnerable – like pregnant women and babies. We carefully screen and assess each of our ingredients for distinct, safety endpoints, including reproductive toxicity. That said, as pregnancy affects everyone differently, check with your doctor before beginning the use of any products if pregnant, nursing, or planning to become pregnant.

Regrettably it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so our warehouse is processing them within 15 minutes of receiving them.
If a change is necessary please contact us and we will do our best to help you.

Should you receive a delivery containing damaged or wrongly packaged item(s), the wrong size or product, please contact us through the contact form and we will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference.
Important: Please state your order ID.

Should an item be missing from your delivery, please contact us through the contact form and we will do everything we can to correct our mistake. You will be provided with new products or a refund, depending on your preference. Important: Please state your order ID.

All products of our current collection are displayed on the website. If an item is out of stock this will be stated on the product's page.
In case of an unlikely discrepancy between the website and the actual stock in the warehouse due to a miscount you will be notified via email and receive a refund for the missing item(s).

We work hard to ensure that our products are of the highest quality possible. Tests during production and before shipping are performed to ensure the quality of every single product. Should you come across a product that does not live up to these standards, please follow the steps below:
If you have bought your ELSEN LOREL product in a store, please get in touch with the store directly to resolve the problem. Most stores have their own warranty policy and should be able to help you.
If you have bought your ELSEN LOREL product in our online shop at www.elsenlorel.com , please take a photo of the faulty product, attach it to an email in which you describe the issue, and send it to info@elsenlorel.com We will then review your claim with our production team and decide how to go forward.

If you are not able to place or pay an order on our website, please try the following steps:
1. Make sure to remove all special characters (such as / ( & € * # ) from the contact form and change all letters to classic Roman letters (u y z c d r s) if needed. Make sure you have filled in all the mandatory fields in the checkout page as well.
2. It could be that some items in your cart are sold out while you're placing an order. Please refresh your browser. If a message pops up stating that your item(s) are not in stock, please check and remove sold out items by clicking the small X next to the item.
3. If you are placing an order with a mobile device, please try to place an order with a computer instead.
4. Try clearing cookies and cache from your browser. If this does not work, try changing your browser.
5. The shipping destination country determines the regional website to shop on. To make sure that you order on the correct regional website, choose the correct flag in the footer of the website.
6. Payment attempts could potentially be denied by your bank. Please get in touch with your bank to find out if this is the case. They will also be able to help you and assist with unlocking your card to allow you to re-try. You can also try to use another credit card or payment method (e.g. PayPal).
*If none of the above suggestions resolve your checkout issue, please contact support.
info@elsenlorel.com

We photograph all our products with the intention of getting a picture as representative to the original product as possible. Sometimes computer screens and screen settings vary, so we cannot guarantee that the products on your screen will look identical to the ones in your hand. However, the difference is usually barely noticeable and they still look great.

Please double check the tracking information provided by DHL first. You can find your tracking number in the shipment email you received from us.
If your order has been delivered according to DHL but you have not received it yet, please check with your neighbors or your doorman. They might have accepted your delivery for you.
Should you be unable to locate your package, please get in touch with our support team so we can look into it.
If your order can not be delivered because of an incorrect address, please get in touch with our support team as well and we will help you.

All orders are shipped with DHL from our warehouse in London.
We do our best to process your order within 3 working days. You will receive an email notification when your items have been dispatched. We use royal mail services

We offer FREE SHIPPING for orders over £45
Royal mail standard service will be used whenever free shipping is offered. You can choose tracked delivery option at checkout.

United Kingdom
Royal Mail Standard Delivery: £2.95
Royal Mail Tracked 48: £……
Europe
Royal Mail International Tracked Signed: £……
International
Royal Mail International Tracked Signed: £……

Please note orders outside of the EU may be subject to customs charges and tax duty which you will need to pay before the order is delivered.

Refunds will be processed by us within 3 working days of receiving the returned items. We kindly ask that the returned items are unused, undamaged, and in the original packaging. To return your order, please contact us at info@elsenlorel.com and we will provide you with necessary details required for the return. Return postage cost is the responsibility of the customer at this time. Please make sure you get a receipt or proof of postage when you return an item to us, as we can’t be held responsible for items that don’t reach us. Refunds will be processed by us within 3 working days of receiving the returned items.

You can contact us through our contact page! We will be happy to assist you.