FAQ



MY ORDER

HOW TO PLACE MY FIRST ORDER?


To place an order, select your desired product/s, click on ‘’MY BAG’’ and then proceed to the order process. In your shopping bag, you have access to a summary of your order. Also in this section you can choose two complimentary samples and add a gift packaging. When you have finished, click on ‘’CONTINUE’’ where you will be asked to login to your account, if you don’t have an account, you can create a new account. After you have logged in, choose your preferred delivery method and add your billing and delivery address. If your billing address is different from your delivery address; click ‘’EDIT’’ and fill out the fields. You can also leave delivery instructions in the ‘’COMMENTS’’ box should you not be at home at the time of the delivery. Click ‘’CONTINUE’’, select your payment method and click the ‘’I have read and accept the terms and conditions.’’. Then click ‘’FINALISE CHECKOUT’’. You will receive your order number, and we will also send you your confirmation by email. Please check it thoroughly. If there is anything that needs amending please call us on 0800 358 1159 (UK) and 015 661 523 (Ireland) Monday-Friday 9am-6pm and Saturday 9am-5pm.


CAN I CHANGE OR CANCEL MY ORDER?

Go to your account by clicking on ‘’MY ACCOUNT’’ at the top of the page and then ‘’ORDER HISTORY’’. If the status of your order is ‘’NEW’’ you can cancel or amend by contacting us on email or by phone: 0800 358 1159 (UK) and 015 661 523 (Ireland) Monday to Friday from 9am – 6pm and Saturday 9am – 5pm. If your order status is ‘’OPEN’’, ‘’PICKING’’, ‘’SHIPPED’’, ‘’INVOICED’’ or ‘’CLOSED’’ it is unfortunately not possible to change or cancel your order.

WHAT DOES MY ORDER STATUS MEAN?

OPEN means your order has not been processed yet.
PICKING means your order could be at any point between the warehouse preparing it and despatching your products.
SHIPPED/ INVOICED/ CLOSED means your order has left our warehouse and is on its way to you. At this stage an email confirming the despatch should have been sent to you.
CANCELLED means that your order has been cancelled either by you or by us, or that your order did not process correctly.
HOLD means that one of your items is out of stock and we are holding your order until we receive our next stock delivery.
NEW means that you requested to have your order amended and we are currently processing your update.


HOW DO I USE MY PROMOTIONAL CODE?

To redeem your promotional code, click on ‘’MY BAG’’ at the top on your right hand side. Enter your promotional code in the box located below your basket and click ‘’REDEEM DISCOUNT’’ to activate this code. If you get an error message, please check that you have only one promotion per transaction and that they are not combined with other promotions or discounts.
I FORGOT TO ADD MY PROMOTIONAL CODE.

As we try to offer our customers the shortest delivery times, we cannot unfortunately amend your order when it is being prepared. For further information, please contact Customer Service on 0800 358 1159 (UK) and 015 661 523 (Ireland) Monday-Friday 9am-6pm and Saturday 9am-5pm.

WHY IS MY PROMOTIONAL CODE NOT WORKING?

Check that your promotional code is entered correctly. Our codes are case sensitive and do not include spaces. Make sure that only one promotional code has been redeemed on your order, as they are not combinable with other promotions or discounts. If you have checked all the above points and your promotional code has not been accepted, please contact Customer Service on 0800 358 1159 (UK) and 015 661 523 (Ireland) Monday-Friday 9am-6pm and Saturday 9am-5pm.

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.


MY PAYMENT

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” 




MY DELIVERY

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.


CAN I SHIP MY ORDER TO ANOTHER COUNTRY?

We represent Erborian in the UK and Ireland and therefore can deliver within these 2 countries only. You can check our international website here: www.erborian.com to see in which countries we operate.

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.


RETURNS

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-6pm & Saturday 9am-5pm(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.

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) Monday-Friday 9am-6pm & Saturday 9am-5pm or email us ukcustomerservices@erborian.com and we’ll do our best to assist you further.


BRAND AND PRODUCTS

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.

ARE YOUR PRODUCTS NATURAL?

Erborian draws inspiration from the Korean herbal traditions. We thrive to be as natural as possible, with the best mix between scientific modern technologies and natural ingredients, to offer the best skin-friendly cosmetics products. All of our key natural actives follow a strict traceability from their sourcing to our finished products. We avoid mineral oils, we try to minimize our preservatives, and we do not use any parabens in our preservative system.

DO YOU USE MICRO-BEADS IN YOUR PRODUCTS?

Currently Microbeads are widely used across the Beauty Industry in exfoliation products. As these Microbeads are non-biodegradable they can be harmful to the eco-system when they enter the marine environment. At Erborian we try to limit our impact on the environment wherever possible, as such we have stopped using micro-beads in all future developments, and are committed to removing the few products that do contain Microbeads in current formulations.

DO YOU USE PRESERVATIVES IN YOUR PRODUCTS?

Preservatives are molecules to fight against microbiological contamination of cosmetic formulas. Most of the formulas need it to be used under normal conditions (storage in a bathroom, everyday contact with the hands of the user). We don’t use any parabens in our preservatives system today and we try to minimize our preservatives, still by offering the best possible safety for our customers for 3 years after our manufacturing date.

ARE YOUR PRODUCTS SUITABLE FOR VEGANS?

At Erborian we do not use products of animal origin other than bee bi-products such as Honey. This is identifiable on the product ingredients list as Honey extract or Beeswax. If you are unsure about the ingredients in any of our products do not hesitate to get in touch with by email or phone: 0800 358 1159 (UK) and 015 661 523 (Ireland) Monday to Friday from 9am – 6pm and Saturday 9am – 5pm.
FREE Standard Shipping with any £59 purchase
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