FAQ
General
Do I need an account to place an order?
No account is needed — you can check out as a guest. But creating an account allows you to track orders and save your details for next time.
Can I change or cancel my order after placing it?
You can request changes or cancellations within 24 hours by emailing us at team@elmandessence.com. After that, we begin processing, and changes may not be possible.
Do you offer gift packaging?
At the moment, we don’t offer gift packaging, but our items come thoughtfully wrapped and ready to give.
Shipping
Do you offer free shipping?
Yes — shipping is free on all orders over £60
How long will my order take to arrive?
Processing takes 1–3 business days, and shipping takes 6–11 business days, depending on your location.
Where do you ship?
We currently only ship to the UK.
Will I get a tracking number?
Yes, once your order ships, you’ll receive a tracking link via email within 24 hours.
Refunds & Returns
Do I have to pay for return shipping?
Yes, return shipping costs are the customer’s responsibility.
When will I get my refund?
Refunds are processed within 7 days of receiving and approving your return. Funds will be returned to your original payment method.
Can I exchange an item?
We only offer exchanges for defective or damaged products. For all other cases, we recommend returning the item and placing a new order.
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Company Information
This online store is operated by Beltamor, a company registered in the Netherlands under Chamber of Commerce number 85744395 and VAT number NL004138571B61.
Email: team@elmandessence.com
Phone: +4403308226150
Address: Vissersdijk Beneden 70, 3319 GW, Dordrecht, The Netherlands
Contact hours: Monday to Friday, 9:00 am – 6:00 pm (GMT+1)
We aim to respond within 24 business hours.