Medusa lip balm & cold sore remedy

Learn about the benefits of the herbs we use in our cosmetics.

Discover our shipping and returns policy.

RETURNS & REFUND

We hope you will be delighted with your order. However, if for any reason you are not completely satisfied with your order, we are happy to offer an exchange or replacement as long as you return it to us within 14 working days, unopened, unused and in its original condition. We will also accept returns and refund you, however, we will only refund you the shipping cost if the goods are faulty or have been incorrectly supplied. Please note that if you refuse delivery when the courier delivers your parcel we will still charge you for shipping. We will consider the condition of the goods being returned when making a refund. We reserve the right to refuse an exchange or refund if items are non-saleable.

To return an item please email contact@elma.shop with your customer order number, the goods which are being sent back, the reasons why and whether you would like an exchange or refund. Then our team will be able to provide you with detailed instructions and address details.

Items returned can take up to 14 working days to process. For refunds we will reimburse you using your original payment method. We recommend to send your parcel by trackable international courier. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned. Hence, we recommend you email us with your proof of postage receipt to avoid such occasions.

Please note that postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

Once we have processed your return a member of our team will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. If, after sending your parcel back you have not been contacted by us, please kindly contact us at contact@elma.shop, in order for us to further investigate.

Minor product variations
Sometimes you may notice minor changes to products between batches. These are caused by seasonal fluctuations in our raw ingredients. Please consider this as a positive sign of our commitment to using natural locally sourced ingredients.

Faulty item/Wrong order
Please inspect your order upon reception and contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Order cancellation
You have the legal right to cancel your order within 14 working days from receipt. Just send us a notice of cancellation by email to contact@elma.shop and return the items to us in their original, unopened and unused condition. Where items are delivered to a third party you can also exercise this right, as long as you are able to return them to us in their original, unopened and unused condition.