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Frequently Asked Questions

Ordering

What payment methods do you accept?

Am I able to cancel, change or edit my order and the shipping address?

I had technical issues and do not know whether my order went through and payment was taken.

Is there a limit on orders?

Some products are now showing ‘out of stock’. Will there be a re-stock soon?

Can I place an order over the phone?

Can you order for me?

Do you sell Gift Cards?

Do you offer gift wrapping?

 

Shipping & Delivery

Where do you ship to?

Do you ship to the EU?

Do you accept international orders?

Will I be charged customs or duties fees?

What delivery options do you have?

Where will my order be shipped from?

How do I track my order?

What happens if my shipment is undelivered?

Do I have to be in to receive my parcel?

Can I have my order shipped to a different address than my payment details?

Do you ship to PO boxes?

 

Returns

What is your returns policy?

What should I do If I receive a faulty or damaged product?

How long does it take for my refund to process?

Can I return multiple orders within one box?

 

Product information

Are your products gluten free, paraben free, vegan, cruelty free?

What ingredients do your products contain?

What will this shade look like on me? Or How can I find a lipstick that suits my colouring?

What lip liners go with Lisa’s lipsticks?

How can I be notified of Lisa’s latest restocks and updates?

What makes Seamless Skincare, so special?

Has the cleanser been subject to independent user trials?

How are Seamless Skincare formulas ‘unique’?

Is Seamless Skincare suitable for daily use?

Is Seamless Skincare suitable for sensitive skin?

Is Seamless Skincare vegan?

Is Seamless Skincare packaging recyclable?

Is Seamless Skincare cruelty free?

Do you offer Seamless Skincare samples?

What ingredients do the Seamless Skincare products contain?

 

What makes Seamless Skincare, so special?

Lisa Eldridge is known for creating the most beautiful, fresh and vibrant complexions so when it came to formulating her first skincare range, every single ingredient had to earn its place and really deliver outstanding results. Through Seamless Skincare, Lisa can now personally deliver this signature, seamless canvas to everyone.

Lisa’s comprehensive knowledge of cosmetic chemistry, technology and the history of beauty teamed with the expertise of the world’s best independent cosmetic scientists, forms the foundation of every product she creates. Lisa has even been known to describe herself as ‘at heart, a frustrated cosmetic scientist’.

Before Lisa began her career, she trained as an aesthetician (CIDESCO) and facialist and is now thrilled to be able to pour her expertise and passion into this next venture.

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Has the cleanser been subject to independent user trials?

Yes! After one use…

  • 93% of people said their skin felt softer and smoother
  • 88% of people said their skin felt refreshingly clean
  • 93% of people said they enjoyed the feel of the cleanser on their skin

After two weeks…

  • 83% of people said their skin looks more radiant
  • 87% of people said their skin feels hydrated
  • 80% of people said their skin appears more glowing
  • 82% of people said their skin's natural barrier feels strengthened and protected

*survey of 77 participants

My Skin Enhancing Treatment Cleanser is now shown to increase skin’s hydration and moisturisation levels by 83% after just one use!

Regular use is shown to significantly maintain and improve skin barrier function, and increase moisturisation levels by 49%.

This luxurious, powerhouse of a cleanser instantly removes 100% of long-wearing makeup and waterproof SPF with a single use – whilst soothing, hydrating, locking in moisture and strengthening the skin barrier.

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How are Seamless Skincare formulas ‘unique’?

Every single ingredient in these formulas has been personally handpicked by Lisa. Working with the best independent cosmetic scientists, the unique formulas are intellectually owned by Lisa herself - not a third party lab.

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Is Seamless Skincare suitable for daily use?

Yes, both the Skin Enhancing Treatment Cleanser and the Skin and Makeup Enhancing Mist are suitable for daily use.

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Is Seamless Skincare suitable for sensitive skin?

Seamless Skincare has been clinically tested and proven to be suitable for even the most sensitive skin types. There’s a very low chance for sensitivity and doesn’t contain any of the usual triggers for allergies such as alcohol, perfume, essential oils. We would always recommend looking through the INCI lists and consulting the advice of your dermatologist, GP or practitioner if you had any questions.

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Is Seamless Skincare vegan?

Yes, both the Skin Enhancing Treatment Cleanser and the Skin and Makeup Enhancing Mist are 100% vegan.

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Is Seamless Skincare packaging recyclable?

Both the tube and cap of the Skin Enhancing Treatment Cleanser are fully recyclable.

The can and atomiser of the Skin and Makeup Enhancing Mist are fully recyclable; the cap is currently not recyclable, but we are working on this!

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Is Seamless Skincare cruelty free?

Yes, Seamless Skincare is cruelty free. We do not test any of our products on animals.

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Do you offer Seamless Skincare samples?

Lisa is pleased to be able to offer samples of the Skin Enhancing Treatment Cleanser with all qualifying orders. UK customers will receive a sample in orders placed from April 24th, EU customers from April 26th and US customers from April 28th. Any further questions, please contact us and the team will be happy to help.

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What ingredients do the Seamless Skincare products contain?

For product and ingredient-related questions, please visit our ingredients page. Any further questions, please contact us and the team will be happy to help.

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What payment methods do you accept?

We accept all major credit and debit cards such as Visa, Mastercard, Amex as well as PayPal, Apple Pay, Google Pay and Shopify Pay. If you experience any issues checking out with your payment method, please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Am I able to cancel, change or edit my order and the shipping address?

Unfortunately, because there is no pre-order this time and to ensure orders are dispatched quickly, you cannot edit or change your order after purchase.

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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I had technical issues and do not know whether my order went through and payment was taken.

When an order is completed you will receive a confirmation email to the email address you provided. If you did not receive an email, check your spam folder first before contacting Lisa’s customer service team using our support form with as much detail as possible e.g. full name, shipping address and the contents of your order so the team can help you as best as possible.

Alternatively, please contact your bank.

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Is there a limit on orders?

There are no limit on orders.

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Some products are now showing ‘out of stock’. Will there be a re-stock soon?

Sign up to my newsletter to be kept up to date with re-stocks and new products. We can’t guarantee that every product will be re-stocked.

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Can I place an order over the phone?

Unfortunately, we are currently unable to take any orders over the phone. You can order directly through Lisa’s website www.lisaeldridge.com.

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Can you order for me?

Unfortunately we are unable to place any orders for customers on their behalf.

You can order directly through Lisa’s website here www.lisaeldridge.com.

If you need any further assistance please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Do you sell Gift Cards?

We are not selling gift cards at the moment.

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Do you offer gift wrapping?

At this time, we do not offer gift wrapping however, Lisa’s lipsticks are presented beautifully in a Lisa Eldridge monogrammed box with white tissue paper padding.

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Where do you ship to? Do you accept international orders?

Yes we do! We ship worldwide via Lisa’s website www.lisaeldridge.com

Unfortunately, due to complications in shipping, customs and government restrictions we are currently unable to ship to the following destinations: Canary Islands, Russia, Brazil, Mexico and Turkey.

For full shipping information, click here.

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Will I be charged customs or duties fees?

In some countries you may be liable for taxes, levies, imports, duties, fees or charges of a similar nature associated with your purchase so please be wary of this. Unfortunately, most of these charges are out of our control but please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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What delivery options do you have?

We have a variety of shipping options available. Please refer to our shipping information here.

Unfortunately, due to complications in shipping, customs and government restrictions we are currently unable to ship to the following destinations: Canary Islands, Russia, Brazil, Mexico and Turkey.

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Where will my order be shipped from?

If you live in North America, your order will be shipped from Ohio, USA.

If you live in the European Union, your order will be shipped from Holland.

All other orders will be shipped from the UK.

For more information on shipping, please click here for all of Lisa’s shipping options.

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How do I track my order?

You will be sent a confirmation email on receipt of your order. This will be followed up with a second email sent when your products are shipped to you containing your consignment information and tracking number.

If you cannot find your tracking link please check your spam folder and then contact Lisa’s customer service team using our support form. They will get back to you within 24 hours.

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What happens if my shipment is undelivered?

If you have experienced any issues with your shipment, please email Lisa’s customer service team using our support form and they will work to resolve this for you. The team will get back to you within 24 hours.

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Do I have to be in to receive my parcel?

If you are not in, Royal Mail, DPD, DHL and Fedex will leave a calling card to arrange for a collection or redelivery.

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Can I have my order shipped to a different address than my payment details?

Yes of course! When ordering, you can enter a different shipping address. If you have any problems during checkout please contact Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Do you ship to PO boxes?

Unfortunately we cannot ship to P.O. Boxes at this time.

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What is your returns policy?

We are able to accept the return of unused or gently used items for a full refund within 30 days of your order being dispatched. Products can be returned using this link.

UK - We offer free returns: Once you process the return on the portal, you will be issued a QR code which will then create a Returns Label at the Post Office (no printer required).

USA/EU/Rest of World - Products can be returned using this link.

For my full returns and refunds policy, click here.

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What should I do If I receive a faulty or damaged product?

Lisa is always striving to uphold the highest quality standards within her products, however sometimes damage can occur due to measures out of the team’s control. Should you receive a faulty or damaged product, please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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How long does it take for my refund to process?

We will process your refund within 5 days of the return arriving at our warehouse. This will be made to your original payment method. Please note, your bank or credit card company may take 4-7 business days to credit. If you experience any issues please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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Can I return multiple orders within one box?

You can return multiple orders within one box to avoid several shipping charges.

If you are unable to create multiple returns on our returns portal, please include a clearly written note within your box, stating the items returned and their corresponding order numbers.

We advise using a tracked service to ensure a problem free return.

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Are your products gluten free, paraben free, vegan, cruelty free?

Our products are completely gluten free, paraben free and cruelty free.

Our Luxuriously Lucent Lip Colour, Gloss Embrace Lip Gloss, Elevated Glow Highlighter and The Foundation are vegan. However, currently our True Velvet Lip Colours contain a small amount of beeswax and therefore are not vegan.

The Enhance and Define Lip Pencils are vegan, except for the shade Myth which contains a small amount of carmine and therefore is not vegan.

For product and ingredient-related questions and if you need any further assistance, please email Lisa’s customer service team using our support form and they will get back to you within 24 hours.

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What ingredients do your products contain?

For product and ingredient-related questions, please visit our ingredients page. Any further questions, please contact us and the team will be happy to help.

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What will this shade look like on me? Or How can I find a lipstick that suits my colouring?

Please check out Lisa’s latest video about the new beautiful shades and pre-existing shades :) You can find her latest videos here.

Also under each product image there are swatches for all the shades.

And to see other customers wearing them you can click on Lisa’s Instagram.

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What lip liners go with Lisa’s lipsticks?

Lisa now has matching lip liners for all her True Velvet Lipsticks here.

It would be great to know what you pair with yours, please let us know on Lisa’s Instagram so that we can add your suggestions.

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How can I be notified of Lisa’s latest restocks and updates?

For all of Lisa’s beauty news and restock dates, please sign up to her newsletter.

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All my products are 100% cruelty free, fragrance free* and suitable for sensitive skin

*With the exception of Baume Embrace Melting Lip Colour, which contains a food-grade, soft vanilla flavouring, that does not contain any allergens