frequently asked questions
Yes. Every anti-ageing essential has been certified vegan by PETA.
Absolutely. Every anti-ageing essential has been certified cruelty-free by PETA.
We don’t use parabens, glycols, or sodium laureth sulphates (SLSs) in any of our anti-ageing essentials, nor will we in the future.
Yes and we’d love to explain why. We use high concentrations of active natural ingredients that science has proven will create change in the skin – our primary motivation. However, some of these ingredients can smell particularly unpleasant in their natural state, more so when they’re applied to the skin. And this is why we’ve incorporated small amounts of synthetic fragrance into our formulations, with the exception of our Cellular Eye Repair, to help balance their overall scent. Essential oils are sometimes used in skincare to mask the scent of natural ingredients however we find that they can often be the source of irritation in the skin which is why we choose to use small amounts of synthetic fragrance instead.
Yes we do. We love and respect our environment and are mindful of the impact ELLUS & KRUE has on that environment. That’s why all of our packaging is made from recyclable and renewable materials. We also use plant-based inks, biodegradable wrapping paper, and mail satchels made from 100% recyclable material. We know we’re not perfect but we’re continually looking for ways in which we can lighten our environmental footprint, now and into the future. And we’re always open to suggestions: email us at email@example.com
It’s likely you’ll see results from using our ELLUS & KRUE anti-ageing essential after two weeks of use. As with most skincare products, you’ll see the most significant improvement within four weeks of diligent use.
We are mindful not to offer medical advice and encourage you to speak with your healthcare provider before starting a new skincare regime, particularly one that includes Vitamin A (retinoids). You can find the complete ingredient profile for each of our anti-ageing essentials on our website, as well as on the back of the product packaging.
For those with dry and/or sensitive skin, mild flakiness is not uncommon when using our EPI-gN™ Serum for the first time. We encourage you to keep using the serum as the flaking is a positive sign that your skin’s natural exfoliating process is working to remove expired skin cells and boost cellular renewal.
Yes and we’re glad you asked. Traditionally, toners have been formulated in a liquid texture that you wipe or splash over your skin after cleansing. With our pH Balance Gel Toner, we’ve created an innovative gel texture which comes from the generous amount of hydrating and calming Aloe Vera we use to soothe and balance the skin. We’ve never seen anything (else) quite like it and as such, it’s one of our ELLUS & KRUE signatures.
TIP: We also like to use pH Balance Gel Toner as an intensely hydrating mask for 10-15 minutes.
It’s unusual but it can happen. Firstly, ensure you’re using your ELLUS & KRUE anti-ageing essential as directed. Feel free to contact our Customer Support Team or live chat with us on our website. If you’re following our application directions and your skin is reacting then we would advise you to stop using the suspected product immediately and, if your skin condition persists, please consult a healthcare provider. NB: Our ingredient profiles are detailed on our website and on the back of our product packaging.
Our entire range is made in Queensland, Australia.
Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Croatia, Cyprus, Denmark, Finland, France, Germany, Greece, Hong Kong, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Macao, Malaysia, Mexico, Monaco, Netherlands, New Caledonia, New Zealand, Norway, Oman, Panama, Peru, Philippines, Poland, Portugal, Qatar, Russia, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States, Vietnam.
Possibly. Orders placed outside of Australia may be subject to custom charges and taxes that are applied by the local authority.
For our Australian customers we offer free courier shipping (5-7 days transit time) or optional DHL shipping (3-5 days transit time). We can ship to parcel lockers and PO Boxes with Australia Post Express Parcel service which offers tracking.
For our international customers, we offer free DHL or UPS Express shipping with the purchase of two full-sized products or more. For a single, full-sized product purchase we offer a flat shipping cost of US$10 via DHL or UPS Express shipping.
Please note: we cannot ship to parcel lockers or PO boxes using our courier carriers or DHL.
After you’ve placed your order, we’ll send you an email to acknowledge receipt of your order and provide you with an order number. In the (highly) unlikely event that we’re unable to fulfil your order, we’ll contact you directly.
If you have any concerns or queries about your order, simply call our Customer Support Team and quote your order number and they will be more than happy to assist you.
As long as you contact our Customer Support Team to let them know ASAP, they will be able to help modify your order. As we pride ourselves on same-day dispatch, this will also depend on the time of day you’ve ordered and how quickly you contact us with a change to your order. Please know that we will always do our very best to satisfy your request.
We are proud to guarantee same-day processing for all orders received before 12 noon (AEST) on business days. Please note: we do require a signature on delivery for all orders as we want to be sure your order reaches you.
Once you've placed an order, we'll send you an Order Confirmation email, followed by an email to let you know when we've dispatched your order. Simply click on the 'Track My Order' link in your confirmation email or log onto our partner shipping carrier website to track your parcel using the tracking number provided.
Yes we do. We also accept Visa, Mastercard, American Express, Debit/Credit cards, Apple Pay, Shopify Pay, Google Pay, Klarna, and PayPal.
No problem. Gifted products can be returned for an exchange or gift card within 30 days provided you have a gift receipt as your proof of purchase and the product is unused. ELLUS & KRUE Gift Cards have no expiry date. Please note: refunds are not available for gift returns.
If you’re eligible for a refund, it will be processed via the original payment method. If you would like to return a product that was purchased using a Gift Card, your refund will be credited in the form of another Gift Card. ELLUS & KRUE Gift Cards have no expiry.
Once our warehouse receives your return, it will be processed within 3-5 business days. Your bank may take a further 3-5 days to clear the funds back into your account.
If you decide to return an order to us, it must be done at your own cost. Delivery charges and international duties and taxes will not be refunded, unless the item is faulty or the wrong item has been delivered, in which case we will cover those particular costs.
If you received a gift with purchase, we’re happy for you to keep the gift. For your refund to be processed we only need you to return the (unused) items purchased.
No we don’t. If you’re eligible for more than one discount code, you can either apply the highest value discount code or choose to use one now and the other on your next purchase.
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above. In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:
If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonably foreseeable loss or damage.
If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and ELLUS & KRUE may choose not to provide a refund, exchange or repair (if applicable).
ELLUS & KRUE will require proof of purchase before providing a remedy under the Australian Consumer Law.
Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.