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Free AUS express delivery over $100.00
Free AUS express delivery over $100.00
A % of your purchase supports cancer & ageing research
A % of your purchase supports cancer & ageing research
REPAIR SUN DAMAGED SKIN WITH THE EPI-GN SERUM
REPAIR SUN DAMAGED SKIN WITH THE EPI-GN SERUM

Frequently Asked Questions

Shipping

How much is delivery?

Australian orders ↓ 

Courier
Under $100
$10.95
Courier Over $100
FREE
AusPost Express (and for PO boxes)
Under $100
$12.95
AusPost Express (and for PO boxes)
Over $100
FREE
DHL Express Courier Any order Live Rate


We predominantly use Aramex/Fastway & Australia Post to deliver orders within Australia.


International orders ↓

DHL 2 full-sized items FREE
DHL 
Under 2 full-sized items Calculated at checkout


Please note that we can’t ship to parcel lockers or PO boxes using our courier carriers or DHL.

How long does Australian delivery take?

For Australian customers, allow 5-7 days transit time. Express, DHL delivery is available which is 3-5 days transit time.

We send from Queensland, so the closer you are to us, then it’s likely you should expect it on the sooner side of that window. Regional areas should always expect it to be on the later side.

We also offer shipping to parcel lockers and PO Boxes with Australia Post Express Parcel service.

All orders come with tracking.

How long does international delivery take?

We use DHL and UPS express couriers to send your orders as fast as possible.

Please be aware that COVID has caused a lot of pressure on these services, which can cause delays out of our control. At any time, however, you can track your order or contact us → if you’re concerned about delivery times.

  • Our carriers tend to take 5 working days, however sometimes it can be up to 7.
More remote or regional areas may take up to 2 weeks.
Where do you ship to?

Australia, Canada, Chile, China, Finland, Germany, Hong Kong, India, Indonesia, Italy, Japan, Jordan, Kuwait, 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.

Will I have to pay import taxes & duties on my order?

Possibly. Orders placed outside of Australia may be subject to custom charges and taxes that are applied by the local authority.

Am I able to add something to my order after I’ve placed it?

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.

When will my order be dispatched?

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.

How can I track my order?

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.


Returns

What is your return policy?

We accept returns of Ellus & Krue items for any of the following conditions:

❶ 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.

❷ Faulty items
If the item you have received is faulty, please contact us with a description of the product fault, and a photo. Items must be returned within 30 days of purchase in new, unused, & unused.

❸ Allergy return
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.

❹ Incorrect/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 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.
I’m eligible, so how do I make a return?

You can proceed to our Contact Us form. From there, reach out with your return request and we will come back to you with more details.

Next, package your item— you can re-use your ELLUS & KRUE packaging —and attach a copy of the shipping label that has been emailed to you. Please mail the item to:

ELLUS & KRUE Returns,
1/8 Technology Drive,
Arundel QLD 4214 Australia

Please note that we are unable to accept returns in person.

How do refunds work?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)
Please also note that:
  • You will be refunded the full cost of your products if it falls within the 30 days from the date of purchase
  • International duties and taxes (if applicable) will not be refunded
  • Delivery charges are non-refundable, unless your item is faulty or incorrect. 
When will my refund clear?

If you’re eligible for a refund, it will be processed via the original payment method.

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 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.

How do exchanges work?

Once received the returned item we can process the exchange. A flat rate shipping cost of $15 AUD applies to ship your new package to you

Can I return a gift that I received?

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.

I’m returning my order, do I also need to return the gift with purchase I received to get a refund?

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. 


Payments

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Debit/Credit cards, Klarna, Afterpay, Apple Pay, Google Pay and PayPal. We also have part-payment options, which you can read more about below.

Do you offer part-payments? If so, how do they work?

Yes, you can pay in interest-free instalments with Afterpay, Klarna, Laybuy or Zip. All of these are compatible with AUD cards.

Afterpay, Klarna, Laybuy and Zip lets you receive your purchase now and spread the total cost over weekly, automatic, interest-free payments. Cardholders over 18 are eligible, however country restrictions apply depending on the service you use, which you can read more about in the next question.

Each of these facilities have good reminder systems so you the payments don't sneak up on you. Usually, they’ll let you know a payment has failed, and that when they try again in 24 hours, if it fails again, only then will the fee be charged.

Read more about Afterpay →, Klarna →, Laybuy → and Zip →.

I’m not in Australia, can I still part-pay?
These are the cardholder currencies each one accepts:
  • Afterpay: AUD, NZD, GBP
  • Laybuy: AUD, NZD, GBP
  • Zip: AUD only
  • Klarna: AUD only
Can I stack discount codes?

This isn’t possible. 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.

What percentage of my order goes to supporting cancer and ageing research?

20% of your order is donated back to the Cancer & Ageing Research Foundation →

What is my consumer guarantee?

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.

 

Our Products

Are ELLUS & KRUE products vegan and cruelty-free?

Absolutely. Every anti-ageing essential has been certified cruelty-free and vegan by PETA →.

Do your products contain parabens?

We don’t use parabens, glycols, or sodium laureth sulphates (SLSs) in any of our anti-ageing essentials, nor will we in the future.

We favour raw materials for most of our products and packaging needs.

Do you use fragrance in your products?

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.

Where do you make your skincare products?

Our entire 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.

Do you use sustainable packaging?

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 send online orders predominantly using Sendle, which is carbon neutral.

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, just email us →

How soon will I see results from using your products?

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.

Are your products safe to use while pregnant?

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.

I’ve just started using your EPI-gN™ Serum and am experiencing some dryness and flakiness. Is this normal? Should I stop using it?

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.

Is the toner supposed to be thick?

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 Toner as an intensely hydrating mask for 10-15 minutes. 
What should I do if my skin reacts to E&K products?

It’s unusual, but it can happen. Firstly, ensure you’re using your ELLUS & KRUE anti-ageing essential as directed. Feel free to contact us → if you’d like to talk to us directly.

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.


VIP Krue

How do I join the VIP Krue?

Our loyalty program is free and easy to join; activate your membership instantly by clicking on VIP KRUE on the top menu bar. You’ll be asked to set your password and then you’ll receive 500 points instantly, just for joining the VIP KRUE. Now you have an account, you can see ways to earn extra points, check your points balance, and most importantly, redeem your discounts when you make a purchase.

How do I earn points?

There are a number of ways you can earn points (see below). Please note: all of the actions below must be performed within the VIP KRUE rewards window for the points to be applied to your account. Don’t forget to log in!


❶ Purchases

Any ELLUS & KRUE purchase (including the product price, taxes, and shipping charges) you make will earn you VIP KRUE points for every dollar you spend. Just make sure you’ve activated your account first and you’ll automatically receive Bronze status (and an instant entry reward of 500 points). From there, any purchase you make will automatically accrue points. We’ll even give you bonus points when you make it to the next tier/s.

❷ Get Social
  • Follow us on Facebook/Instagram (150 points)
  • Like our Facebook page (150 points)
  • Facebook share (250 points. 1 share/month max)
  • Refer a friend (500 points)
  • Post a product review (500 points. Limit of 1 review per product purchased)
  • Upload a photo of your ELLUS & KRUE stash (350 points)
  • Upload a video product review (1000 points) 
How do I redeem points?

Your VIP KRUE points are redeemable when you make a purchase (at check out).

Simply sign into your account and click on REWARDS in the bottom left corner. Then click on REDEEM KRUE POINTS. Now click on the green REDEEM button next to the discount you’d like to use. If you don’t see that green button, that means you’re not yet eligible for that discount.

You’ll then be given a unique discount code to apply to your next order (limit: one redemption code per purchase). Either copy this code or click on APPLY CODE to redeem your discount. If you lose your code, you will also find it on the home page of your VIP KRUE account or feel free to contact us → for assistance.

How do I check how many points I have?

Just head to our website, click VIP KRUE on the top menu bar, and log into your account. You’ll see a REWARDS tab appear on the bottom left of the page; simply click to access your account.

Your name will appear in the top left corner and you’ll instantly be able to see your points balance. If you want to check that your latest purchase has been applied to your balance, simply click on the REVIEWS tab.

Do points expire?

No. Your VIP Krue Points will remain in your account until you choose to redeem them.

Do I lose my tier status when I redeem all my points?

No. We believe in moving forwards not backwards. Once you’ve reached a particular tier you will maintain that status and receive those same benefits. You can always move up a tier (if your spend increases) but there’s no going backwards.

Do I lose my points if I have to return my order?

Yes. Any points linked to that particular order will be deducted from your VIP KRUE account balance.

Can I transfer my VIP Krue points to a friend?

No. VIP KRUE points are non-transferable, have no cash value (unless required by law), and can’t be exchanged, sold, or returned.

Can I share a VIP Krue account with a family member?

No. Only one account is permitted per person and accounts cannot be combined for multiple people. Management reserves the right to cancel accounts that are in breach of these conditions.


More help

My question isn’t here!

You can always email us directly: support@ellusandkrue.com → or call us on +61731846340 →

Our live chat in the bottom right corner of the screen is also available at all times to talk to a consultant or leave a message easily.

What is your mailing address?

Unit 1/8 Technology Drive,
Arundel Queensland
4214 Australia