Shipping & Returns
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.
At Elma Skin Care, we believe in the power of nature to heal and beautify the skin. Our values are rooted in the use of natural ingredients, cruelty-free practices, and a commitment to high quality. We are dedicated to incorporating the latest innovative techniques, while also drawing upon the traditional wisdom of herbs and plants to create simple and effective skincare products. We strive to provide our customers with a holistic and nurturing experience, enhancing both the health and appearance of their skin.
ESC Ethics
Are ESC products vegan?
At Elma Skin Care, we believe in using natural ingredients to enhance the beauty and health of the skin. Although our products contain lanolin, a substance derived from sheep wool, we ensure that it is obtained from sheep without causing any harm. We are committed to cruelty-free practices and only source lanolin from lanolin glands that have been removed from the animals in a humane manner. We strive to provide our customers with high-quality and innovative skincare products, incorporating the best of both traditional and contemporary techniques. Our values center around the use of herbs and plants, combined with a commitment to simplicity, to create a holistic and nurturing skincare experience.
Are ESC products cruelty-free?
At Elma Skin Care, we are confident in the quality and ethical standards of our products. We are proud to be a cruelty-free brand and firmly believe in never conducting animal testing. Our use of lanolin, derived from the wool of healthy and well-cared for sheep, reflects our commitment to animal welfare. We are dedicated to creating high-quality skincare products that not only benefit our customers, but also promote ethical and responsible practices. Our values center around the use of natural ingredients and a commitment to innovation, combined with a focus on simplicity and effectiveness.
Are ESC packagings recyclable?
At Elma Skin Care, we are committed to sustainability and protecting the environment. We use recycled paper and glass in our products and prioritize the use of environmentally-friendly materials.
As an eco-tip, we encourage our customers to recycle and reuse our jars and bottles instead of discarding them.
For those looking for an eco-friendly solution to travel, we suggest reusing your empty Elma cosmetic containers by filling them with your favorite beauty products for a hassle-free and environmentally conscious trip.
Products FAQ's
Where are ESC products made?
At Elma Skin Care, we are dedicated to crafting products with passion and quality in mind. Our products are made in a small laboratory and factory located in Canada, where we prioritize the personal touch of a "homemade" experience. We believe that even the simplest things, like a cup of tea, have a special taste when made at home, and this philosophy extends to our skincare products. By combining a focus on quality over quantity, we aim to provide our customers with the best possible experience.
Are ESC products made with natural ingredients?
At Elma Skin Care, we are committed to providing our customers with natural and safe skincare products. Our line of skincare products is made with the best ingredients, free of artificial preservatives, steroids, antibiotics, and other harmful chemicals. We believe in using only natural ingredients to ensure that our customers have peace of mind when it comes to the products they use on their skin. Join us in our mission to revolutionize skincare and make a commitment to natural and safe products with Elma Skin Care.
What do locally sourced ingredients mean?
Ingredients sourced locally are obtained from nearby farmers or producers of fresh produce. These ingredients come from farms or growers that are located in close proximity to your location. By sourcing ingredients locally, we ensure that they are fresh, of high quality, and produced in an environmentally responsible manner.
Are ESC products fragrance free?
At Elma Skin Care, we avoid the use of artificial fragrances and instead, allow the natural scent of the herbs and ingredients used in our products to shine through. This means that when you use our products, you'll experience the true, natural fragrance of the ingredients we've carefully selected to enhance your skin's health and beauty.
Are ESC products organic?
At Elma Skin Care, we prioritize the use of natural and locally sourced ingredients in our products. Our ingredients are sourced from sources that are healthy, ethical, and minimize human interference. While not certified organic, our commitment to using only natural ingredients ensures the safety and quality of our products for our customers.
Do ESC products contain preservatives?
At Elma Skin Care, we are dedicated to using only the safest and purest natural ingredients in our products. Our commitment to natural ingredients means that our products are free from synthetic preservatives, steroids, and parabens, ensuring that what you put on your skin is not only effective, but also safe for your health. We believe in the power of nature and are proud to offer products that are free from harmful chemicals.
Can ESC products be used during pregnancy?
At Elma Skin Care, we understand that the safety of expectant and nursing mothers is of the utmost importance. That's why we always recommend consulting with a midwife or physician before using any cosmetic products. As a natural skin care line, we take pride in using only the highest quality ingredients and avoiding any harmful chemicals or artificial preservatives. Our products are made with care and love, and we are confident that they are safe for use during pregnancy.
Why does my product look different?
At Elma Skin Care, we are dedicated to using only the highest quality, 100% natural ingredients in our products. We source these ingredients directly from nature, ensuring their purity and potency. As a result, each of our products may vary slightly due to the unique properties of the natural ingredients used. However, this variation only adds to the authenticity and effectiveness of our products, as each ingredient works in harmony with the others to provide the best possible results for your skin.
Is it recommended to perform a patch test before using a product?
It is recommended to perform a patch test before using any new cosmetic product, including Elma Skin Care products, to ensure that you do not have any adverse reactions to the ingredients. This involves applying a small amount of the product to a discreet area of skin, such as the inside of your wrist or behind your ear, and monitoring for any redness, itching, or other signs of irritation for 24-48 hours. If there is any reaction, discontinue use and consult a dermatologist if necessary.
How should I store my ESC products?
To ensure the longevity and effectiveness of your product, store it in a cool and dry location and avoid exposure to direct sunlight.
What should I do if I experience a reaction to an ESC cosmetic product?
At Elma, we prioritize the safety and well-being of our customers. Our skin care line is crafted with only natural ingredients and free from harmful chemicals like synthetic preservatives, steroids, or parabens. Our goal is to offer not only effective but also safe solutions for all your skin care needs. In case of any adverse reaction such as a rash or irritation, kindly discontinue using the product promptly.
What is lanolin?
The use of lanolin in beauty care dates back many years, and is especially favored for its skin benefits. Derived from the sebaceous glands of sheep, lanolin is a natural wax that protects the animals from the elements. The extraction of lanolin from raw wool is done through a soap solution or hot water kneading process, followed by isolation through centrifuging, bleaching, deodorizing, and drying.
Lanolin is highly valued for its moisturizing properties and ability to hydrate not only the skin, but also nails and hair. It helps to retain moisture and serves as a lubricant, making the skin smoother and softer.
At Elma Skin Care, we use lanolin as the foundation of all of our products. We ensure that the lanolin used is ethically sourced from sheep wool that has been shorn without causing harm to the animal.