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Below FAQ are some common questions and answers.

If you have other questions, please just contact us at support@ellusandkrue.com.au

Australia Post Express: 2-6 days, DHL Express: Metro 1-2, Remote 5-7 days. All orders come with tracking

We use DHL to ship internationally, it can take up to 7 days for the parcel to reach its destination. Remote areas can take up to 2 weeks.
Australia, New Zealand & United States.
All goods are shipped from our Australian warehouse. You may be subject to import duties and taxes, which are levied once a delivery reaches your destination country.

Any such additional charges must be borne by you. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for information.

Please contact us immediately and we'll do our best to modify your order. If the order has been dispatched we unfortunately won't be able to make any modifications to the order - Contact Us
We guarantee same-day processing for all orders received before 2pm AEST on business days.
Click on the 'track my order' link in your order confirmation email.
We accept the return of Ellus & Krue items for any of the following conditions:
CHANGE OF MIND If you've changed your mind, items must be returned within 30 days of purchase in unopened, unused and original packaging.
FAULTY ITEMS Contact us immediately with the product name, fault and photo of the product. Items must be returned within 30 days of purchase with original packaging.
ALLERGY RETURN In the rare instance you've had an allergic reaction to a product, please contact us, take a photo of the reaction and discontinue use of the product immediately.
INCORRECT/DAMAGED ON ARRIVAL If you have received a damaged or incorrect item, 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 speak with you.
Our 30-day returns policy does not affect your rights under the Australian Consumer Law including any rights you may have in respect of faulty items.
Contact us via support@elluandkrue.com.au or through our live chat function.
All refunds are processed via the original payment method. Once the refund has been made it can take 3-5 days for your bank to clear the funds into your account. Items purchased via gift cards will be refunded with a new gift card credit. Ellus & Krue gift cards have no expiry.
Once the returned item is received at our warehouse we can process the exchange. A flat rate shipping cost of $15 AUD applies to ship your new package.
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 in its original packaging. Ellus & Krue gift cards have no expiry date. Please note: refunds are not available for gift returns.
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.
Visa, Mastercard, American Express, Debit/Credit cards, Klarna, Afterpay, Apple Pay, Google Pay, GCash, Kakao Pay, Union Pay, WeChat Pay, AliPay, Shop Pay and PayPal.
Mild flakiness is not uncommon and 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.
No. You can either apply the highest value discount code or choose to use one code now and the other on your next purchase.
20% of your order is donated to the Cancer & Ageing Research Foundation.
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. 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.
Yes. Our entire range is certified cruelty-free and vegan by PETA.
No. Our products are parabens and sodium laureth sulphates (SLSs) free.
Yes. We use high concentrations of active natural ingredients however, some natural ingredients can smell unpleasant which is why we’ve incorporated small amounts of fragrance into our formulations to balance the overall scent, with the exception of our Cellular Eye Repair.
Our range is made in Queensland, Australia, with the help of homegrown science and innovation by Queensland’s Cancer & Ageing Research Foundation. We also favour local suppliers of ingredients.
Yes. 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.
It’s likely you’ll see results after two weeks of use. You’ll see the most significant improvement within four weeks of diligent use.
We 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 range on each product page.
Yes, 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. TIP: We also like to use the pH Balance Toner as a hydrating mask for 10-15 minutes.
Stop using the product immediately and contact us. 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.
Email us directly at support@ellusandkrue.com.au or chat with us through live chat.
Unit 1/8 Technology Drive, Arundel, Queensland 4214 Australia

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