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FAQs

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What if I want to order something as a gift?

We offer a range of gift cards for both our timetospa website and our Elemis day-spa in Mayfair.

Is there a maximum amount I can buy?

As our collections offer such incredible value and have limited availability, we do have a limit of five collections per customer. If you need to purchase more for an event or an occasion please call our customer care team on +44 0117 316 1818 who will be able to advise you further.

How can I change my delivery address or can I ask for deliveries to be sent to an address other than my home address?

If you would like your delivery sent to an address other than your billing address, you can add an alternative shipping address to your order after entering your billing address. Alternatively, if you have already placed your order then please contact our customer service team.

Can I ask for deliveries to be sent abroad?

Deliveries can be sent abroad, even if you are based in the UK. However, please be aware that delivery charges may vary and we do not deliver to every country, for more information on this please have a look at our Delivery Information.

How long will my order take to arrive?

Please allow the following timescales for delivery:
  • Standard delivery to the UK (excluding Northern Ireland): Within 5 working days.
  • Orders going to Europe (Including Northern Ireland): 10-14 working days.
  • Orders being sent to the rest of the world: 14-28 working days.

When will the payment be taken from my account?

For any order placed on our website or by phone, payment will be taken as soon as the order has been placed and confirmed.

Where do I find my order number?

Once you have placed an order via our website you will be sent an automatic email with your order number, alternatively you can find you order number on your online account, under Order History.

How do I change or cancel an order I’ve just placed?

If you would like to change or cancel your order, please contact our customer service team.

What is your returns policy and how do I return or exchange an individual product or my entire order?

We do hope that you will be pleased with your products, if for some reason you would like to return an item please return it to us unopened within 30 days of purchase. Please note that gift vouchers are non-refundable.

If you do need to return your order/product, please contact our customer service team so we can issue a returned goods number (RGN) to speed up the refund/exchange process. Your items should be wrapped securely and sent Recorded Delivery with a note indicating whether you wish to have a refund or exchange and your contact details. You should then retain proof of postage. Once we have received your parcel we will be in contact to confirm the receipt of the returned goods and that your refund/exchange has been issued accordingly.

timetospa are only able to accept returns for items purchased on the timetospa website or by orders placed by phone. For items purchased from a salon, retail store or QVC you will be required to contact the original place of purchase; as when you choose to buy through these outlets you are committing to their individual terms and conditions regarding refunds and returns.

Any products which are returned open will not qualify for a refund or exchange. If you have any concerns about using Elemis products, we do offer a free skincare consultation service which will ensure you are using the correct products for your skin type.

The product(s) I received are incorrect/faulty/missing, what can I do?

If you have any problems with the order you have received, please do not hesitate to contact our customer are team via phone or email.

I returned a product or an order but I haven’t heard anything.

Please allow 10-14 working days for your return to be processed and for our customer care team to contact you.

How will I be refunded for returns?

All refunds will be processed back on to the card originally used for purchase.

Where is my order?

Please allow 7 working days before chasing a standard UK delivery, or until your estimated delivery date for other delivery options. If your order does not arrive by the expected date, please contact our customer are team via phone or email.

What are the delivery options and prices?

UK Standard FREE
Channel Islands £6.00
Europe (incl. Ireland) £6.00
Rest of world £15.00

Can I return an online purchase to a department store?

No, products can only be returned to the place of purchase as when you choose to buy through these outlets you are committing to their individual terms and conditions regarding refunds and returns.

Please see our returns policy for further details.

Which payment methods can I use to place my order?

We accept Visa, MasterCard, Amex, Switch, Electron, and Solo. Unfortunately, we are unable to accept cash on delivery.

What can I do if a favourite product is discontinued?

We’re sorry to hear your favourite product has been discontinued! We do offer consultations via email, phone or through our website to help you find an alternative product that will benefit your skin.

How do I know what is right for me?

We offer consultations via email, phone or through our website to help you find an products that will benefit your skin. Click here for online skincare advice or call +44 0117 316 1818 to speak to one of our trained therapists.



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