frequently asked questions
All our products are made in Brisbane Queensland Australia
All of our products have been certified as vegan by PETA
All of our products are certified as cruelty free by PETA
Our products are free from glycols, parabens and sodium laureth sulphates
We use high concentrations of active ingredients that have been sourced from nature. However, not everything from nature smells like roses, so we have added small amounts of fragrance to our products to round out some of those natural aromas that may be unpleasant to our senses.
We are unable to provide medical advice and suggest you speak with a health care practitioner. Ceasing the use of Vitamin A (retinoids) during pregnancy and breastfeeding is widely recommended. The full ingredients list of each product can be found on the product pages of our website as well as on the back of the product packaging.
Rest assured this is quite rare. Please cease use of the suspected product immediately and if irritation persists, consult a health care practitioner. Please contact our Customer Support Team or live chat with us on our website to discuss your concerns.
You will start to see results and positive changes in your skin after using after using our products for four weeks. If you have damaged skin, the time to see results may take longer.
If you have dry and or damaged skin, slight flaking may occur within the first two to seven days of use. This is normal and means the serum is working to improve your skin by removing dead skin cells.
Due to the high content of the active ingredient Aloe Vera, the formulation is thicker in consistency.
Each product is different, however on average our products should last 2-3 months depending on daily usage
No. If you have more than one coupon code say $ off and a % off, use the highest value discount code or choose to use one now an the other on your next purchase.
Orders placed outside of Australia may be subject to custom charges and taxes that are applied by the local authority.
We want to keep your skin and our planet beautiful. 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. Like anyone’s skin, we’re not perfect, but we’re doing our best to continually improve toward making a positive difference.
Australia, Canada, Chile, China, Finland, Germany, Hong Kong, India, Indonesia, Italy, Japan, Jordan, Malaysia, Mexico, New Zealand, Norway, Peru, Philippines, Qatar, Russia, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States.
1.Free Courier shipping, 5-7 days transit time
2. Optional DHL shipping 3-5 days transit time
REST OF WORLD
1. Buy two full sized products or more and receive free DHL or UPS express shipping.
2. Single full sized product purchases receive flat shipping cost $10 USD via DHL or UPS Express service.
3. Samples and sample packs shipped as documents via DHL or UPS and priced at checkout based on shipping location
Yes, however - we can only ship to parcel lockers and PO boxes using Australia Post Express Parcel service. This service has tracking. We cannot ship to parcel lockers or PO boxes using our courier carriers or DHL.
After order completion, we will notify you via email to acknowledge receipt of your order and provide you with an order number. In the unlikely event that we are unable to fulfill your order, we will contact you directly. If you require any further information contact our Customer Support Team and quote your order number.
We guarantee same day processing for all orders received before 12 noon (AEST) on business days and require a signature on delivery for all orders. Unfortunately we do not ship to PO Boxes, parcel lockers or multiple addresses.
Please contact our Customer Support Team as soon as possible if you would like to modify your order
Once you've placed an order, we'll send you an Order Confirmation email as well as an email to let you know when we've dispatched your order. Click on the 'Track My Order' link in your confirmation email or log onto our partner shipping carrier website and track your parcel using the tracking number provided.
All shipments except Priority require signature on delivery. Courier services, DHL & UPS all require signature on delivery. If you ship via Secure DHL or UPS only the name of the receiver can sign for the shipment (the package may not be received on your behalf).
Visa, Mastercard, American Express, Debit/Credit cards, Apple Pay, Shopify Pay, Google Pay, PayPal, Afterpay
To be able to return a product, you must provide a valid proof of purchase (including e-receipt, Shopify account history or gift receipt). You will be refunded the full cost of your products if it falls within the 30 days from the date of purchase. Delivery charges and international duties and taxes will not be refunded. Orders must be returned to us at your own cost, unless the item is faulty or the wrong item has been delivered.
Change of Mind
If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging. Items must be returned within 30 days of purchase in new, unused, resalable condition.
If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo. Items must be returned within 30 days of purchase in new, unused, resalable condition.
In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.
Incorrect Item/Damaged on Arrival
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. Please don't dispose of the item until we've had a chance to chat with you.
Check that you meet the conditions in our refund policy and then contact our Customer Support Team to receive your returns authorisation number (products returned without a returns authorisation number cannot be processed). Package your item, you can re-use your Ellus & Krue packaging and attach the shipping label emailed to you. We are unable to accept hand-carried returns.
Mail the item to: Ellus & Krue Returns, 1/8 Technology Drive, Arundel,Queensland 4214 Australia
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 or only lightly sampled. Unfortunately, refunds are not available for gift returns.
All refunds 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 to 5 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.
Delivery charges and international duties and taxes will not be refunded. Orders must be returned to us at your own cost, unless the item is faulty or the wrong item has been delivered.
If you received a gift with purchase, you only need to return the items purchased for your refund to be processed
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.