CUSTOMER SERVICE

Email us at elf@eyeslipsface.com

  • FAQs
  • Corporate Info
    • Why are our products so affordable?

      • In today's world, beauty and wellness go hand in hand - it's a holistic approach that places good health and well being at the center of what it means to be truly beautiful. Here at e.l.f. we believe that every woman should have the opportunity to participate in innovation, without sacrificing her budget. We rely on our loyal customers to spread the word about our products and are able to pass that what we save on advertising along to you. We hope you agree with the thousands who have tried our products, as well as the editors of the many fashion magazines such as Oprah, Allure, Lucky, Seventeen, Good Housekeeping, and many others, who love our products, and invite you to experience e.l.f.'s revolutionary, value-priced cosmetics and the proven results they offer.
    • How long has e.l.f. been in business?

      • Launched in 2004 and guided by celebrity and beauty professional Scott-Vincent Borba, e.l.f. is a revolutionary new beauty company, able to provide a line of cosmetics that moisturize, hydrate, and enliven your complexion without taxing your budget. Please check out http://www.eyeslipsface.co.uk/buzz to read more about the various publications and television shows that have featured e.l.f cosmetics. Please feel free to contact our customer support team with any further questions. We will be happy to assist you.
    • Are you affiliated with any other companies?

      • We do not have any retail affiliations with any other companies at this time; we are an independently owned company.
  • Canada & International Orders
  • My Account
    • How can I get an account?

      • When you have finished shopping and have placed all e.l.f. items in your shopping cart, proceed by clicking "checkout", at this point it will prompt you to create an account with e.l.f. If you have problems creating an account, please contact customer service.
  • Product Information
    • Why can't I buy nail polish?

      • Due to new regulations, we are no longer permitted to ship nail polish via Royal Mail to the United Kingdom.
    • Are the product sample sizes or full size?

      • All products are full sized, similar to those of other internationally recognized cosmetic companies.
    • Do you test on animals?

      • We do NOT test on animals or endorse such practices. Our products do not contain animal derived ingredients. Beeswax has been replaced by synthetic beeswax and lanolin has been replaced by Bis-Diglyceryl Polyacyladinpale-2. We currently support HSUS and are partners with PETA in the Caring Consumer Project.
    • Are the products hypoallergenic? Where are the ingredients listed?

      • All e.l.f. products are hyopallergenic and non-comodogenic. Ingredients are listed for each product. Please feel free to contact us for any more specific product questions.
  • Shipping & Returns
    • Can I cancel or return my order?

      • We value you as a customer and your satisfaction is very important to us. You will need to take delivery of the order before you can cancel it.

        Please note: your right of cancellation will not apply to products which are not sealed and which will not be suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

        Additionally, you will be responsible for the cost of returning the product to us unless the product is not as described, fit for purpose or not of satisfactory quality as required by consumer legislation.
    • How are refunds and cancellations handled?

      • If you cancel your order in accordance with our terms, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if the product is used or damaged by you.

        The maximum refund for delivery cost will be the cost of delivery by the least expensive delivery method we offer.

        We will make any refunds due to you as soon as possible and in any event within the deadlines indicated in our terms on the credit card or debit card used to pay.
    • What if I entered an incorrect shipping address?

      • We apologize, we are not able to edit a shipping address once an order has been placed. If your order is shipping to an address that will not be forwarded to your new address, please contact us three days after the parcel is tracking as having been delivered and we will further assist you at that time.
    • What if there is a problem with my order?

      • If you have any questions or complaints about a product or your order please contact us. You can e-mail us at elf@eyeslipsface.co.uk.
    • What is your return policy?

      • We value you as a customer and your satisfaction is very important to us, please note that we will gladly replace any item that may have been damaged during shipping. We apologize, but due to the low cost nature of our products, we are unable to offer any returns or exchanges.
    • Can I track my order once it ships?

      • You will be sent an e-mail with tracking information when an order has shipped. Orders ship via Globegistics, a shipping company we use, and will be delivered via Royal Mail. Orders may be tracked here
  • Ordering
    • How can I receive information about e.l.f. Cosmetics and current promotions?

      • Please feel free to sign up for our newsletters on our homepage. You will then receive all current information about our new products, and any current promotions! Please also feel free to follow us on Facebook and Instagram for the latest updates.
    • How do I check out using Paypal?

      • To check out using Paypal, please log into your e.l.f. account and select Paypal from the drop down menu. You will be redirected to the Paypal site and then back to the e.l.f. site to complete your order.
    • What if I received an "invalid address" error message?

      • If you are unable to complete your order due to an error message saying that your address is invalid, please try to abbreviate your address, or place a portion of your address in the field next to your last name. There is a maximum of 29 characters allowable in the "address" and "suite or flat number" fields. You may place some information next to your last name. Also please check that your postal code and your complete address is correct. If you are still having difficulties, please click "continue" three times, and your order should go through the third time.
    • How can I place a "Play Beautifully Box" order?

      • Play Beautifully Box is our newest feature: a subscription plan where you will receive a shipment of our luxury-quality beauty products every other month. The products are full sized and have a value on our site of at least per bundle. The continuous subscription is £ plus shipping, and you will be billed every 8 weeks. We also offer a half-yearly gift plan for an upfront payment of £ and a yearly gift plan for an upfront payment of £ (plus shipping). The shipping fee is £ per shipment. We accept MasterCard, VISA, and American Express for Play Beautifully orders. Paypal may only be used for the half-yearly and yearly gift plans. Please note that coupon codes may not be applied to Play Beautifully purchases.
    • Can I cancel a Play Beautifully order?

      • The monthly payment subscription can be cancelled at any time before an order is shipped. Please note the first shipment cannot be cancelled after it is placed and is non-refundable. Yearly and half yearly subscriptions may be cancelled before an order is shipped.
    • How do I receive automatic free shipping?

      • We are pleased that we now offer automatic free shipping on any order that is £25 or more in products, after discounts, and excluding shipping.
    • How long will it take to get the order? How does it ship?

      • Products that you order from us will be shipped from the United States to the United Kingdom. Orders should be shipped within 3 business days of receipt. Please allow an additional 10 to 14 business days for your order to arrive.

        Our shipping fee is £2.95. We apologize; we do not have expedited shipping options available at the present time.

        Orders are shipped via Globegistics and will be delivered via Royal Mail. You will receive an e-mail with tracking information when your order is shipped, with an expected delivery date. Please note that it may take up to 5 business days for you to be able to track your order. Please ensure that your delivery address is correct before placing your order. We do not take responsibility for the delay or loss of a parcel where incorrect or incomplete delivery details have been provided.

        We will use reasonable means to deliver within 30 days of the date of your order. In the case of circumstances beyond our control (for example, adverse weather conditions, unpredictable delays caused by customs clearance procedures or mechanical breakdowns, in each case to the extent beyond our reasonable control) we may not be able to deliver the order within 30 days. We will not be liable for any delay or failure to deliver the order if the delay or failure is wholly or partly caused by such circumstances.

        Please note that when customs clearance procedures are required, it can cause delays beyond our original delivery estimate.
    • What if I forgot to enter my coupon code?

      • Please contact customer service by clicking on the help tab and sending us an e-mail; as long as your coupon is applicable, we can add it to your order. If your coupon is for a free product and your order has already printed for shipment, unfortunately, we will not be able to include it with your order. Please note that only one coupon code may be applied per order. Coupon codes may not be used to purchase gift cards. There may be some exclusions on coupon codes, as noted on our site.
    • What if my coupon code is not applied properly?

      • The coupon will be applied if:
        a. Coupon is still valid.
        b. If the order meets the coupon criteria (ex. Free shipping if the order is X amount).
        C. Only one coupon per order.

        To take advantage of promotional prices, you must quote the relevant promotion code when you order (where applicable). We may update promotions at any time. Coupon codes may not be used to purchase gift cards, and there may be exclusions.

        If you feel that your order qualifies for a coupon, and it is not applying, please contact customer service for assistance by clicking on the Help tab.
    • How can I check the status of my order?

      • Please log on to your account to see whether your order has been shipped, and to view your tracking number after your order is shipped. We accept your order by sending you an e-mail that confirms that the products have been shipped in the order confirmation e-mail.
    • What if I received a technical error message?

      • We apologize for the technical difficulties you have encountered attempting to place your order with e.l.f cosmetics. Please log on to your account after one hour and see if your order is there. Please contact customer service at elf@eyeslipsface.co.uk.
    • Do I have to pay VAT?

      • Products that you order from us will be shipped from the United States to the United Kingdom. Products shipped from the United States may be subject to import taxes (including VAT and customs duties) and handling and other fees. In the event import taxes (including VAT and customs duties) and handling and other fees are imposed on your order/Products, you will be responsible for and have to pay such charges. Orders over £15.00 may be subject VAT, estimated at 20% and an estimated administrative fee of £8.00 from Royal Mail. Orders over £135.00 may be subject to VAT, estimated at 20% of order value, and additional duty charges plus an estimated administrative fee of £8.00 from Royal Mail.

        You should contact your local customs office for more information regarding import taxes (including VAT and customs duties) and other handling fees imposed before placing your order.
    • I placed an order and received an error message

      • Due to heavy site traffic there may be connectivity issues. If you receive an error message in the checkout process, please log into your account and see if the order went through. Please note that it may take approximately one hour for your order to appear in your account.
    • Can I expedite my order?

      • We apologize, we do not have expedited shipping methods available.
    • What methods of payment does e.l.f. accept?

      • We currently accept the following methods of payment: Credit Card – we currently accept all Visa, MasterCard, American Express, and Discover credit cards from the UK. Paypal is accepted. We do not accept pre-paid credit cards. Debit Cards – All debit cards with a Visa or MasterCard logo may be used.