FAQ

HOW TO PLACE MY FIRST ORDER?


To place an order, you will need to create an account. First, click on the "My Account" tab at the top of the page. Then click on "Create an account", enter your personal information and then click "Send".Then select the product (s) you wish to purchase. Specify the desired amount and click "Buy." The product (s) selected will automatically be added to your shopping bag.Once you have chosen your products, click on "My Bag" and then proceed to the checkout process. You can choose two free samples with every order. When you have finished you can choose your desired payment mode. Click "I finalise my order. "Click the "I have read and agree to the Terms & Conditions.” Then click "I finalise my order." You will receive a confirmation email with the details of your order. Please check it thoroughly. If there is anything that needs amending please call us on 0800 358 1159 (UK) and 015661523 (Ireland) Monday-Friday 9am-5.30pm.


CAN I CHANGE OR CANCEL MY ORDER?

Go to your account by clicking on "My Account"  tab at the top of the page and then "My orders".If the status of your order is "New" or "Charged" you can cancel or amend by contacting us on ukcustomerservices@erborian.com or by phone: 0800 358 1159 (UK) and 015661523 (Ireland) Monday to Friday from 9am – 5.30pm.
If your order status is "In preparation" or "Sent", we regret we are unable to modify or cancel your order.

HOW DO I USE MY PROMOTIONAL CODE?

- Go through to checkout.
- Enter your promotional code in the box at the bottom of the shopping bag.
- Click "redeem discount’ to confirm the code.
- Check that the promotion has been applied to your cart.

I FORGOT TO ADD MY PROMOTIONAL CODE.

As we try to offer our customers the shortest delivery times, we cannot unfortunately change your order when it is being prepared. For further information, please contact Customer Service on 0800 358 1159 for UK customers and 015661523 for Ireland from Monday to Friday from 9am to 5.30pm.

MY PROMOTIONAL CODE IS NOT WORKING.

Firstly, check that your promotion code is correctly written. 
Our codes are case sensitive and do not include spaces. They’re only valid once per customer, and are not combinable with each other, so you may only enter one code per order.
If your code is still not working please call our Customer Service team on 0800 358 1159 from Monday to Friday from 9am to 5.30pm and they will do their best to assist you.

HOW DO I GET MY WELCOME OFFER?

We offer Free Shipping when you place you first order online. To qualify, simply enter the code "EWELCOME" (in capital letters and no spaces) in the box entitled "promotional code" at the bottom of the shopping bag.Also note that this offer cannot be combined with other promotions and is only valid for your first order online.

WILL YOU TELL ME WHEN SOMETHING IS BACK IN STOCK?

If you are on the page of your product and this message appears: "This product is temporarily unavailable"All you need to do is click "Please inform me when this product is back in stock.” Enter your email address and click "Send."We’ll send you an email to let you know when the product is available again.

IS THE PAYMENT SECURE?

Yes, all the information about your order, including online payment by credit card, is protected. The entire transaction takes place on a secure server (SSL VeriSign) and your credit card number is encrypted.You can buy online safely.

WHAT ARE THE PAYMENT TERMS?

You can pay by credit card. Visa, Meastro, Mastercard and Amex. In the step "Payment", choose your card and click "I finalise my order” - Enter your credit card details - Click on "Yes, I confirm my payment” 

IS MY PAYMENT SECURE?

Yes, all the information about your order, including online payment by credit card, is protected. The entire transaction takes place on a secure server (DIGICERT) and your credit card number is encrypted. You can buy online safely.

HOW LONG DOES DELIVERY TAKE AND WHAT DOES IT COST?

We deliver to any address in the UK and ireland, excluding the Channel Islands. We use B2C Europe and Chronopost to deliver your order. If you wish to order products to be delivered outside of the UK, please visit our global website, www.erborian.com.

If there is no one at the address given who is able and competent to accept delivery of the products, you will have the option to arrange for an alternative delivery date or be given additional information about the collection of the products.  Delivery options and average delivery times are set out below. 

Standard UK Delivery
No matter how many items you order, our standard UK delivery rate is £3.95. Standard delivery is FREE for orders of £59 or more.
We are able to and deliver your order within 4-6 working days to mainland England, Wales and mainland Scotland addresses and 4-8 working days to the Isle of Man, Northern Ireland and the inner and outer Scottish islands.

UK Express Delivery
Our UK express service rate is £5.95. Delivery is within 3 working days.

Ireland Delivery
Standard Shipping to Ireland costs £7 per order. Delivery is within 3 working days.

*A working day is any day other than a Saturday, Sunday or a UK bank or other public holiday.

WHAT IS YOUR RETURNS POLICY?  

It is always our intention to delight our customers. For this reason, we will gladly issue an exchange or a full refund to the original debit or credit card for any unopened merchandise bought on uk.erborian.com that is returned within 28 days of the date of purchase. All items must be accompanied by a copy of the original receipt and in unopened, saleable condition.

Please note that, we cannot offer exchanges or refunds on any opened or used products. Items returned with a gift receipt are subject to exchange only. Any promotional gifts received with products must also be returned.

To return your items, please first contact us on 0800 358 1159 (UK) and 0800 358 1159 (Ireland) from Monday to Friday 9am-5.30pm (excluding bank holidays) or email us on ukcustomerservices@erborian.com.

Send your returned items to this address and we would advise you to request proof of postage at your post office:

ERBORIAN
Freepost
RSGU-KGXJ-BAJG
9 Alpine Way
London
E6 6BR

Please allow 28 days from the day you return your package for your request to be processed.

CAN I SHIP MY ORDER TO ANOTHER COUNTRY?

We’re sorry but we are unable to deliver outside of the UK. You are welcome to take a look at our international site and see if we ship to your country of choice.

CAN I SEND TO MORE THAN ONE DELIVERY ADDRESS?

If you'd like to have items sent to separate UK addresses, please complete a separate order for each address. A separate delivery charge will be made for each address if applicable.

MY ORDER HAS ARRIVED DAMAGED, WHAT NEXT?

We’re sorry your order arrived damaged. Please call us on 0800 358 1159 (UK) and 0800 358 1159 (Ireland) 9am-5.30pm or email us ukcustomerservices@erborian.com and we’ll do our best to assist you further.

DOES ERBORIAN TEST ON ANIMALS?

ERBORIAN does not and has never tested its products, its active ingredients or its raw materials on animals at any point in the product development or manufacturing process.


ERBORIAN is fundamentally committed to the abolition of animal testing of beauty products worldwide. In China, where our products are retailed, the local Chinese authorities request testing on some cosmetic products sold on the Chinese market, as they view it as the best way to safeguard their consumers’ safety. Our company does not conduct those tests; they are done by Chinese laboratories, approved by local authorities on a limited animal panel. 

To move forward we decided to develop our relationship with the Chinese authorities to pledge the case for the end of animal testing for beauty products, through open dialogue. Since 2010 we have therefore engaged in a dialogue with the relevant authorities, as well as animal rights NGOs. Our goal has been to highlight alternatives techniques used in Europe where animal testing has been banned. This constructive dialogue has led to a series of advances in Chinese regulation including a decision to end this type of tests as of June 2014, on so-called ordinary cosmetics that are manufactured and packaged locally (shampoo, perfume etc.), as well as on imported hygiene products (soap, toothpaste etc.).This is a first step. ERBORIAN will continue to work proactively for these alternatives to be implemented as soon as possible for all of our products.

We remain of the firm opinion that it is by working from inside China that we will be best placed to further influence Chinese regulation and put an end to animal testing. ERBORIAN will continue to work proactively with the Chinese experts committee from National Institute for the Control of Pharmaceutical and Biological Products, for these alternatives tests to be implemented as soon as possible for all of our products.

Thank you for your interest and we hope this statement has clarified our position.
FREE Standard Shipping with any £59 purchase
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