FAQs

Orders & Shipping

When will my order ship?
We ship on Mondays and Thursdays. Orders are processed within 1 to 3 working days, then dispatched on the next shipping day. Processing time and delivery time are separate, so your delivery date depends on the shipping option you choose at checkout. See our Shipping & Returns page for full details.

What if my package goes missing?
Please check your address carefully before confirming your order. If an incorrect address is entered and the parcel is returned to us, we'll gladly resend it. If you have any concerns about a delivery, email us at Hello@elyxskin.co.uk and we'll do our best to help.

What if my order arrives damaged?
We're sorry if that happens. Please email Hello@elyxskin.co.uk within 1 day of delivery with your order number and photos of the damage, and we'll make it right.

Can I cancel or return my order?
Orders can be cancelled within 24 hours of purchase. Because our products are skincare, we're unable to accept returns, so please read each product description carefully before ordering.

About Our Products

Do you make your products yourselves?
Yes. Our skincare is handmade in-house, carefully packaged, and sent from our warehouse to your door. Our team wears protective equipment, including aprons, gloves, hats and masks, throughout production.

Are your products suitable for sensitive skin?
Our formulas are made with gentle, plant-based ingredients and are designed with sensitive skin in mind. As with any skincare, we recommend a small patch test first, especially if you have allergies.

I have an allergy. Will I react to your products?
Natural ingredients can still cause reactions in some people. Please check the ingredients list and patch test every product before use.

Can I use your products alongside medication from my GP?
If you use prescribed steroid creams or topical treatments, please speak to your GP before introducing new products.

Are your products vegan and cruelty-free?
Yes. Our skincare is vegan and free from animal by-products. Neither our products nor our raw ingredients are tested on animals.

Are your products suitable for babies and children?
Please check with us or your healthcare professional before using any product on babies or young children, and always patch test first.

I'm sensitive to synthetic fragrance. What do you use?
We scent our products with essential oils, not synthetic fragrance. As with any natural ingredient, please patch test first.

Will an oil make me break out?
Our oils are formulated to be non-comedogenic. Everyone's skin is different, so introduce new products one at a time to see how your skin responds.

I have oily skin. Can I still use an oil?
Yes. Many people with oily skin find that the right oil helps keep skin balanced and comfortable. Start with a small amount and see how your skin feels.

Using Your Skincare

What's the best way to apply a facial oil?
Apply to damp skin or after a facial mist. Warm ¼ to ½ dropper between your palms, then smooth over your face, neck and chest, avoiding the eye area. A gentle massage makes it a lovely ritual too.

How can I tell if a product doesn't agree with my skin?
Introduce new products one at a time so you can easily spot any that don't suit you. Small bumps, blackheads or milia may appear as skin adjusts to a new ingredient. If irritation persists, stop using the product.

How long until I see a difference?
Many people notice their skin feeling more nourished and hydrated quite quickly. Results build with consistent use, and skin concerns can take a few months to improve. Glowing skin is a lifestyle too, so a balanced diet, hydration and rest all help.

Ingredients & Care

What preservatives do you use?
Preservation protects you from yeast, mould and bacteria. Where a product needs it, we use gentle, plant-based preservation. Please check each product's ingredients list for details.

How should I store my skincare, and how long does it last?
Store products in a cool, dry place away from heat and direct sunlight, ideally below 25°C. Use products within 6 months of opening, and jar products within 3 months. Always use a clean spatula and close the lid tightly after use. Unopened products are best used within 18 months of manufacture, and the expiry date is on the label or the base of the carton.

Why do natural products sometimes smell different?
Without synthetic fragrance to mask them, plant-based ingredients keep their natural scent.

How can I tell if a product is truly organic?
Check the ingredients panel and certification details on the label, rather than relying on marketing words.

A softer way to glow 🤎