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Out of Stock Items
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Delivery & Postage
 Processing your order as quickly as possible is our priority and we endeavour to despatch the same day. In the event that this is not possible we will advise you immediately.
The delivery charge is shown at checkout.
Standard Mainland UK Delivery
Delivery by Royal Mail First Class or Express Courier.
A signature may be required. Delivery usually within 1 to 4 days. However 10 working days should be allowed before contacting us in the unlikely event your order has not arrived. All prices are shown inclusive of VAT.
European Delivery
Delivery is by Royal Mail Airmail or Courier £7.50
A signature may be required on delivery. Delivery usually within 5 to 7 days. However 14 working days should be allowed before contacting us in the unlikely event your order has not arrived.
The delivery cost does not include any applicable duty, tax or customs charges that may be levied upon importation. These charges must be paid by the consignee. VAT is charged on deliveries to EU Member States.
Rest of the World Delivery
Delivery is by Royal Mail Airmail or Courier £19.50
A signature may be required on delivery. Delivery usually within 5 to 14 days. However 21 working days should be allowed before contacting us in the unlikely event your order has not arrived.
The delivery cost does not include any applicable duty, tax or customs charges that may be levied upon importation. These charges must be paid by the consignee. VAT is not charged on deliveries to the Rest of World. The UK 15% VAT (17.5% prior to 1 Dec 2008) is automatically deducted from the price.
Alternative Delivery Address
If you don't think you will be in when delivery is made or you would like to have your order delivered to an alternative address (such as work), simply enter an alternative 'Shipping' address when asked during checkout, but keeping your billing details the same as to what your card is registered to.
Out of Stock Items
Goods that are in stock are dispatched within 24hrs. If for any reason we are out of stock, we would expect to dispatch the goods within two weeks but in most cases this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.
Guarantee & Returns
Guarantee
 All products are protected by a 14-Day Money-back Guarantee which, in accordance with the Distance Selling Regulations, guarantees a full refund or product exchange if the item is returned in unused/unopened condition.
If you do decide to cancel, then you should put this in writing, whether by letter (a proof of postage certificate or even recorded delivery is strongly recommended) or you can fax or e-mail.
The item must be returned in new, sealed and unused condition, in the original box and with all paperwork to insure full credit. "New and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, or the box. We cannot accept a return of any item with any indication that it has been used.
Free gifts received with a purchase must also be returned for the item to be eligible for a refund.
Damaged or Defective Items
If you receive a damaged or defective item, you must e-mail customer.service@element5.co.uk within 48 hours of delivery. Please supply your order number from your original confirmation e-mail, as well as your e-mail address and contact telephone number. element:5 will make every reasonable effort to replace the item in a timely manner.
Returns
When making a return please send the item back to:
element:5 Ecocentric Lifestyle Ltd
Returns Service
PO BOX 53471
London
SE18 9EG
Please include your details and the reason for the return. Please ensure that any returned goods are properly packed to avoid breakages. It is advisable to obtain proof of postage.
We will refund your purchase within fourteen working days of receiving the goods. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs.
Secure Payments
 element5.co.uk's credit card submission pages are hosted on a secure server provided by RBS WorldPay, the leader in secure Internet payment processing, part of the Royal Bank of Scotland Group (RBS).
We have partnered with RBS WorldPay to ensure that your transactions are processed securely and reliable. All sensitive data submitted online through the secure server provided by RBS WorldPay conforms to TLS or international 128 bit SSL encryption requirements, which is the highest possible. The process of encryption prevents unauthorized individuals from viewing your information as it is securely transmitted over the internet.
When entering your payment details, you will temporarily leave our website and will be taken to a secure payment page. You will be taken to the RBS WorldPay website. You will be redirected back to our store once the transaction has been processed.
We believe that ordering online with element5.co.uk is completely safe. We are fully confident that any unauthorized person or company can not access credit card information entered on our site.
We keep no record of your credit card number, so each time you make a purchase you will have to re-enter the information. We feel it is by far the most secure method of handling credit card numbers.
We accept VISA, VISA Electron, VISA Delta, MasterCard, Switch/Maestro, Solo and JCB.
For more information regarding our secure payment measures, or our payment processor RBS WorldPay, please do not hesitate to contact us at customer.service@element5.co.uk.
Free Samples
We always aim to include complimentary product samples with every customer order, subject to availability from our suppliers. If you would like any advice on skincare and our products, please contact our grooming expert at AskTheExpert. We will be happy to send samples of products we feel will benefit your specific skin and needs.
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