Shipping policy

Where we ship

We currently ship to addresses in the United States only. If you are outside the US you will not be able to complete checkout yet. We would rather say so here than let you fill in a full address and hit a wall at the last step.

What shipping costs

Nothing. Standard delivery is free on every order, with no minimum spend. The price shown on the product page is the price you pay, and no shipping line is added at checkout.

How long it takes

Five to fourteen days. That window is stated on every product page rather than buried at checkout.

It is longer than you may be used to because orders come to you from our manufacturing partners rather than from a warehouse down the road. That is also why a ten percent niacinamide serum costs what it does here instead of three times as much. If you need something by a particular date, it is worth ordering with a week in hand.

Order processing

Orders are passed for dispatch shortly after they are placed. You will get a confirmation email straight away, and tracking details once the parcel is on its way.

Changing your address

Usually possible, if you tell us quickly. Email support@elstena.com with your order number and the new address. If the order has not been handed over for dispatch yet, we will change it. Once it has shipped we cannot redirect it, so it is worth checking your confirmation email the moment it arrives.

A note on heat and cold

Skincare travels well, but nothing enjoys sitting on a doorstep in full sun or in a freeze. If you are ordering in the middle of summer or winter, it is worth having the parcel go somewhere it will be brought inside. If something arrives separated, melted or frozen solid, that is covered by our refund policy and we will sort it out.

If something goes wrong

If a parcel is late, lost, or arrives damaged, email support@elstena.com with your order number. A real person reads it.

If tracking has not moved in a week, do not wait out the full fourteen days before telling us. It is easier to chase a parcel early than to reconstruct what happened to it a month later.