Help For You Here Everything you need to know
COVID-19: A NOTE TO OUR Clients & CUSTOMERS
We are open as normal and continue to fulfil and deliver orders to all you globally. We are aware of the impact this is having on all our lives, and so we wanted to reassure you that we are still dispatching and providing you with a home services for you to be able to keep up with your professional treatments and beauty needs at home.
WE CONTINUE TO DELIVER WORLDWIDE
You can find our global shipping and delivery times further down this page
MAKING OUR DELIVERIES SAFE
We are working from home to ensure social distancing.
We are following the strictest of hygiene protocols along with our delivery partners, who are all also following the latest government guidance to keeping everyone safe and well.
HELPING OUR Clients AND CUSTOMERS STAY POSITIVE
At Emalenes love the skin your in, we will continue to try to do our best to lighten your day, as we all adapt to a different way of life (for a little while at least!), by sharing our professional experience, latest Beauty Advice, Tips and Trends and positive quotes.
You can find us on Social Media on any of these channels:
FACEBOOK: https://www.facebook.com/emaleneslovetheskinyourin
INSTAGRAM: https://www.instagram.com/emaleneslovetheskinyourin
HOW TO CONTACT US
We LOVE to hear from our customers you so if you have a query – however big or small – feel free to drop us a line!
Our Team is working remotely from home and our ‘Customer Care’ Team are committed to helping you as always, and are contactable with any queries you may have via the following channels:
Email:
info@emaleneslovetheskinyourin.com
Direct Message:
https://www.facebook.com/emaleneslovetheskinyourin
https://www.instagram.com/emaleneslovetheskinyourin
THANK YOU FOR ALL YOUR SUPPORT
From me to you may I take this opportunity to express our heartfelt gratitude and thanks for all your support– it truly means the world to us, brightens our day, and keeps us motivated and inspired.
Sending (virtual!) LOVE, and HUGS from all of us here at Emalenes love the skin your in.
EMALENE XX
CONTACT US
Just drop us a line at info@emaleneslovetheskinyourin.com
Be sure to include your order number or delivery address and we will be in touch as soon as we possible. – usually within 24 hours on weekdays, Monday to Friday!
OUR MISSION
Have you ever felt confused and overwhelmed by the amount of beauty products and treatment options available these days? Have you had disappointing experiences and the product you invested in did not do what it said on the tin? Have you had poor professional advise which has led you to a misleading treatment investment? Are you struggling to make sense of which beauty option is right for you? All sounds too familiar right?
We wanted to provide you with personalized and trustworthy recommendations and deliver positive experiences that cement relationships. While giving you access to all the advice and expertise that you need to invest with confidence.
Beauty should be fun; it is always great when you can sample a product.
When your Therapist provides you with a bespoke beauty regime, Just for you!
You want to keep up to date with the latest trends and advice and you know just the Therapist to answer your questions.
It is great when you can ask your Therapist about the latest beauty tip in the Daily Mail.
Or receive that snippet of information that confirms your using the right product, because you love learning new stuff.
Our aim is to make you feel good, put a skip in your step and brighten your day, with that personal touch!
OUR COMMITMENT TO YOU
We love making shopping for beauty fun and easy. We are committed to providing you with a professional service straight to your door.
You will also be able to access:
Our Retail programming and drop ship service
Our Exclusive NEW professional home treatment programs
VIP Members Area
AND Your own virtual therapist providing:
-
Online skin consultations
-
Customized retail plans
-
Tailored home treatment programs
-
Back to the salon programming
If you need help to choose the right product we are there…..
Maybe you are not sure what foundation shade is right for you? or you are not sure which cleanser is suitable? or maybe you have a skin concern that you need professional advice for? Feel free to contact us at info@emaleneslovetheskinyourin.com or book online with one of our virtual therapists who can guide you and provide you with the professional advise you need.
SHIPPING & DELIVERY
WE DELIVER WORLDWIDE
We are happy to send parcels worldwide.
DISPATCH AND DELIVERY TIMES
UK (for rest of the world, see below)
Dispatch: We will do our absolute BEST to dispatch your order within 48 hours.
Delivery: Once we have dispatched and waved goodbye to your parcel, it will usually take 3 to 5 working days to arrive.
Ireland (for rest of the world, see below)
Dispatch: We will do our absolute BEST to dispatch your order within 48 hours.
Delivery: Once we have dispatched and waved goodbye to your parcel, it will usually take 5 to 10 working days to arrive.
Rest of the world (for UK and Ireland, see above)
Dispatch: We will do our absolute BEST to dispatch your order within 48 hours.
Delivery: Once we have dispatched and waved goodbye to your parcel, it will usually take 7 to 20 working days to arrive.
*Working days exclude weekends and national holidays*
HOW TO PAY
WE ACCEPT LOTS OF CURRENCIES
We will take your payment in British Pound Sterling (GBP) and either your bank or PayPal will use the day’s exchange rate to convert from your own currency.
WE ACCEPT MOST MAJOR CARDS
You can treat yourself using Visa and MasterCard. Unfortunately, we currently cannot process American Express payments. However, you can use PayPal.
WE ACCEPT PAYPAL
We are big fans of PayPal. You can use it to send secure online payments using a credit or debit card, or your bank account. If you don’t have an account, you can sign up for a free one here.
It is easy! Simply click the PayPal button in your shopping cart BEFORE and WITHOUT signing into your love the skin your in account.
Your payment will come out of your account as soon as your card has been authorised.
TROUBLE PAYING?
Oh dear! We are really, sorry to hear that! Read below for further help:
If your card has not been authorised, do not worry, your payment will not be taken. But just to let you know, even if a payment is not authorised, some banks still reserve the money, so you will not be able to use that money in your account for a little while.
If your card’s been declined and you would like to try again, just take a moment to double check all the details you entered. The smallest slip of the finger or an extra digit can mess everything up! It is also good to check that your billing address is the same one that the card is registered to.
It could be that if you are shopping with us from outside of the United Kingdom, your bank has put a hold on international orders. We recommend you get in touch with your bank for a helping hand.
If you are still having trouble, you might like to try another card or PayPal. If that is not working, we are on hand to help – just email us at info@emaleneslovetheskinyourin.com
YOUR SHOPPING BASKET
As soon as you add something to your basket, it will be reserved in your basket while you carry on shopping. After 24 hrs your products will vanish from your basket if you decide not to shop with us after all.
TROUBLE WITH YOUR SHOPPING BASKET
If you notice that things are disappearing from your basket, it might be because you are using your internet browser's Back button instead of our Continue shopping link on the shopping basket page.
Still not working. Try deleting the cookies on your computer. The way you do it depends on your internet browser, but if you’re using Internet Explorer you’ll just need to go to the Tools menu, then Internet Options and choose Delete Cookies before you hit OK.
If you are still having trouble, we are on hand to help – just email us at info@emaleneslovetheskinyourin.com
CANCELLING YOUR ORDER
You are free to cancel and return your order – though, of course, we hope you never need to!
Under the UK’s Distance Selling Regulations, you have got 7 working days (that is from the day after you receive your order) to cancel your order with us. You can do this by sending us an email with your order number at Info@emaleneslovetheskinyourin.com You will then need to return the entire order to us, at your own cost, if you have already received it. Once your order’s back with us and in good condition we will give you a full refund.
Of course, when you return your order, all the items will need to be in the same condition they were in when we sent them to you.
If we do not get your cancelled order back, we may need to arrange to have it collected at your cost.
NO CUSTOMS CHARGES
If your order value is less than the below, you should not need to pay any customs charges. Yay!
EU
No customs charges at all!
US
No customs charges unless you spend over $800 on one single order.
Switzerland
No customs charges unless you spend over CHF 62 on one single order.
Australia
No customs charges unless you spend over AUD 1,000 on one single order.
WHERE’S MY ORDER?
Wondering where your parcel is? It’s very unusual for parcels to go missing, but if yours doesn’t arrive within our delivery time guide, please reach out to us at info@emaleneslovetheskinyourin.com with your order number or delivery address and we’ll do everything we can to ensure your parcel reaches you as quickly as possible.
WRONG ORDER OR MISSING ITEM?
If your parcels arrived and you have got the wrong item, a missing item or something is faulty, we are so, so sorry for our mistake. Please let us know straight away by emailing us at info@emaleneslovetheskinyourin.com with your order number (which you will find on your order confirmation email) or delivery address and we will make things right for you.
We will do everything we can to fix any issues as soon as possible, so the sooner you let us know, the quicker we can get to the bottom of it. To help us solve the problem, please include as many details as you can about your order and the problem you are having – we will get on the case right away!
REFUNDS, EXCHANGES & RETURNS
REFUND POLICY
We will happily send you a refund on any items that has not been opened and used. Because of European hygiene rules, we are not able to re-sell used beauty products, even if they have only been tested or sampled. That is why we can only give you a refund on brand new, untouched items that we can re-sell. We hope you understand.Click here for the returns form
HOW TO GET YOUR REFUND
We will send your money back to the card you used to place your order. If you have asked for a replacement and we are not able to send you one, we will give you a refund and let you know by email. info@emaleneslovetheskinyourin.com
You will see your credit or debit card refund on your bank or credit card or PayPal statement, and it will take up to 14 days to process.
If your product was faulty or cancelled, we will happily also refund the cost of your return’s postage. For orders returned to us that are not faulty or cancelled, we are not able to refund the cost of your return’s postage. We hope you understand.
We always take great care to make sure we refund the right amount, minus the cost of your returns postage unless your order was faulty or cancelled. Of course, if you still feel we have refunded the wrong amount, pop us an email at info@emaleneslovetheskinyourin.com with your order number (which you will find on your order confirmation email) so we can make it right.
As soon as we have processed your return, we will pop an email over to you to let you know. If you don’t hear from us within 20 days of posting your parcel, please reach out to us at info@emaleneslovetheskinyourin.com with your order number and the date you sent it to us (you’ll find your order number on your order confirmation email) and we’ll do everything we can to track it down.
HOW TO GET AN EXCHANGE
For style products, simply return the item for a refund (see our Refund Policy and Returns procedure above),and re-order your choice of colour or size through the Emalenes love the skin your in online store.
For cosmetics and beauty products, you can exchange any unused and unopened item. Simply return it for a refund (see our refund policy and Returns procedure above), and re-order your new choice through the Emalenes love the skin your in online store
HOW TO RETURN YOUR ORDER
Just three easy steps and you are done!
1. Click HERE to fill in our returns form.
Please take care to include this when you send your goodies back to us, so that we can process your refund quickly for you. Without this form we may not be able to process your refund.
2. Packaging
To make sure your items reach us safely, please package them carefully. Any damage that happens to the items on their way back to us could affect your refund.
Please be sure to clearly address your parcel as RETURNED GOODS. If you are posting from outside the UK, your parcel could get caught up in customs without this at the start of the address.
3. Keep the proof of postage
When you are returning something, we suggest you keep the proof of postage. That way, if your package goes missing (which is rare!) you can ask your shipper to track it down for you.
We also accept cancelled orders under the Distance Selling Regulations.
Here is the address to send your returned products to:
RETURNS TEAM/RETURNED GOODS
Emalene Love The Skin Your In, White Post Farm, Laindon Common Road, Little Burstead, Billericay, Essex, CM129SY
It can take up to 15 working days for your return to arrive with us, depending on which country you are sending it from. Once we have your return, we will check the products and process your refund within 5 working days, and we will email you to let you know when it is all done.
YOUR DETAILS ARE SAFE WITH US
Your data security means the world to us, so we do everything we can to protect your privacy, please see our Privacy & Cookies policy here.
OUR SECURITY
To make sure there is no unauthorised access or disclosure of your information, we have set up all the right physical, electronic, and managerial procedures to take care of all the information we collect online. The transmission of sensitive payment information (such as a credit card number) through our designated purchase forms is protected by an industry standard SSL/TLS encrypted connection, so hackers cannot read it. Once the data reaches us, it is then decrypted so we can use it to take your payment.
If you have any questions regarding the security of our Services, you are welcome to contact us at info@emaleneslovetheskinyourin.com
A BIT ABOUT LINKS
Sometimes our website includes links to other websites we think you might like. Just keep in mind that we do not have any control over these websites, and we are not responsible for protecting your privacy and information while you are visiting them. They will have their own privacy policies, so be sure to peek at them before you view.
DON’T FORGET!
If you need help choosing a shade, feel free to send us a photo of yourself in natural daylight to our team at info@emaleneslovetheskinyourin.com and let us know which products you would like shade advice for. We will be delighted to help you choose the perfect shade to suit your skin tone.