FAQ

Product related

Website

Are you on social media?
Yes, of course! You can follow us on Instagram @emulsionskincare, on Facebook at Emulsion, and you can find links to all our social platforms at the bottom right of our website.
Do you share my personal details with anyone else?
You can find all the information on personal privacy in our terms & conditions and privacy policy found here.
I’ve forgotten my password, can you help?
Absolutely, simply enter the email address you registered with and we’ll send you a link to retrieve it.
When is my payment processed?
We only process payments once we get approval from your bank, so our processing times depend on them.
How do I use my promotion code or gift card?
At the checkout page, you’ll notice a box labelled ‘Promotion Code’. Simply enter the code here and click ‘apply’ for the code to be added to your order and the discount applied.
Can I change my delivery address once confirmed?
We recommend phoning as soon as possible to let us know you’d like to change your address. Depending on the stage of the order process, you may be able to change it. However, once the order has been dispatched, it’s not possible and the delivery will have been sent to the original address given. If you need to change your address then let us know as soon as possible - we can’t guarantee a time frame on this, so the sooner you let us know, the more likely it is we can change it! For further details, please see our terms & conditions and privacy policy found here.
What payment methods do you accept?
We accept all major credit cards, debit cards and any Emulsion gift cards.
How long will it take for my refund be processed?
Because of banking practice it may take up to 28 days for the refund to appear in your account.
My order isn’t what I expected, what should I do?
Contact the team here and we’ll chat through your expectations, and try to fix the situation for you.
I’ve changed my mind, how do I cancel my order?
We recommend phoning as soon as possible to let us know you’ve changed your mind. Depending on the stage of the order process, you may be able to cancel. However, once the order has been dispatched, it’s not possible to cancel and you’ll have to go through the Refund process instead.
Is it possible to change my order once confirmed?
If you’d like to change your order, call or send an email to our customer service team as soon as possible. As long as we haven’t already prepared your items for shipment we should be able to change the order, but we can’t guarantee a time frame on this unfortunately. The sooner you let us know, the more likely it is we can change it!
I placed an order, but I haven’t received a confirmation email.
Sometimes emails won’t send immediately, wait an hour or two and check again. If you still don’t have one, check your Spam folder and ensure that we are on the ‘safe send’ list just in case your server sent the confirmation to Junk.
Can I order over the phone?
We don’t actually take orders over the phone, but you can order via our website or app and we’re here to help if you need further assistance.
I’ve sent you an email - when can I expect a response?
We try to answer all emails as soon as possible, but if we’re busy it could be up to two days.
How do I get in touch with your team?
There are three main ways to get in touch - on the Contact Us page you can send us a direct email, find our phone number to chat, or visit our Facebook page.

Delivery

Oops, my order is damaged or faulty - what happens next?
Oh no! Don’t worry though, just get in touch via customer service and we’ll sort it out, either with replacement products or a refund, as per Terms & Condition Policy.
My order is possibly stolen, or missing - what should I do?
Oh no! Don’t worry though, just get in touch via customer service and we’ll sort it out, either with replacement products or a refund, as per our Terms & Conditions Policy.
Can I choose my own delivery date?
Absolutely, once it’s after the minimum delivery time for your location you can choose the delivery date.
Do you offer next day delivery?
If you live in the UK you can take advantage of next day delivery, unfortunately shipping abroad takes a little longer.
What shipping method do you use?
This depends on your location and shipping choices. In the UK we can offer Next Day Delivery, or Standard Delivery. If you’re based outside the UK then we’ll use alternative shipping methods. Each order will be calculated separately, as it depends on your location, but we offer tracking on your shipment as standard.
About how long will my order take?
This depends on your location and shipping choices. In the UK we can offer Next Day Delivery, or Standard Delivery. If you’re based outside the UK then we’ll use alternative shipping methods. Each order will be calculated separately, as it depends on your location, but we offer tracking on your shipment as standard.
Where do you ship to?
We ship to the UK, the EU, the US and the rest of the world – however some shipping options, like Next Day Delivery, may only be available in specific areas.
I returned a product, did you receive it?
Don’t worry, we’ll email you as soon as we get any products back.
I need to exchange or return products, how do I do that?
You can return or exchange unopened products once they reach us within 28 days of your delivery. If you’ve opened or used them, then we reserve the right to refuse refund if they’re not in resalable condition, as per the Terms & Conditions Policy.