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CUSTOMER CARE
We want you to love and enjoy your product by Emma Lewisham, and want to do our best to assist you. Please see our options below for returns and refunds.
Purchased the incorrect product
If you have ordered the incorrect product, and it is unused and unopened, please contact us within 14 days of delivery for a full refund, less shipping costs. Please note we are only able to return products which have been purchased directly from emmalewisham.com as we’ll have a record of your transaction.
*Please note we do not accept returns on opened and used products.
To return the incorrect product received, which has been unopened and unused, please send an email to hello@emmalewisham.co.nz and we will provide a return authorisation and mailing information. Please ensure that returns are well packaged. We recommend using a tracked method of return delivery as we are unable to accept responsibility for lost return packages. You will be responsible for paying for your own shipping costs of returning the product.
If you have purchased from one of our stockists please reach out to them directly and they will be happy to assist you. We are unable to refund products and transactions which were not originally transacted through us.
Returns on opened and used product
We advise customers to choose products carefully before purchasing as we are not able to accept returns on opened and used products. We are always here to help with product choices so please do not hesitate to reach out to us at hello@emmalewisham.co.nz should you have any product questions prior to purchasing. Also, please be sure to check the product pages on our website – find our products here – for full ingredient lists. Please be sure to read over this list to ensure you have no sensitivities to any of our ingredients.
Missing or damaged product
If your product was delivered damaged, please contact us at hello@emmalewisham.co.nz and provide a photo of the damage. Our team will then assess the damage and provide either compensation or a replacement for the product depending on the severity. Please note that we do slightly overfill our vessels to what is stated on the packaging, to ensure customers are getting what they paid for in the case of damage or spillage.
If your product is missing, please first double check around the property and with your neighbours. If this cannot be found, please contact us at hello@emmalewisham.co.nz, and we will try to track the item through our shipping provider. You can speed up this process by contacting NZ Post directly at https://www.nzpost.co.nz/contact-support/assistance/parcels, or for Australian orders https://auspost.com.au/help-and-support and providing your tracking number and other information requested. For international parcels, you can reach out to your local courier if this has been handed over to them. For USA parcels please contact USPS, for UK parcels contact DPD, Canadian parcels contact Canada Post, etc.
Online refunds
Once we receive your product back in accordance with our ‘Returns’ or ‘Missing Or Damaged Product’ policies, we will process your refund to the original credit card used for payment and send you a confirmation email. Please note, shipping costs are non-refundable.
Not seeing results?
If you have been using a product for more than 2 months, our average skin cell turnover is 6-8 weeks, so we recommend using a product for at least this amount of time. Efficacy is affected by other products which are being used in conjunction on the skin, and how products are applied, to which all Emma Lewisham products were formulated to be used in synergy with one another. If after 8 weeks, you are unhappy with the results of our products we would love to discuss this with you to see how we can assist you in getting optimal results.
To contact our team please email hello@emmalewisham.co.nz.
Reacted to a product?
If you have had a reaction to a product, please be sure to view the product page on our website – find our products here – for a full ingredient list. Please be sure to read over this list to ensure you have no sensitivities to any of our ingredients.
If this is the first time you have experienced this reaction and have no known sensitivities or allergies, please know that when introducing new products to a routine we do suggest introducing each product slowly, which will allow your skin to adjust to a high amount of actives in a new formulation, such as ours have.
There are a few things you can do to help your skin with this adjustment process. Dialling back the amount of the product you are using (use less than is initially recommended in the instructions, e.g., half a pump, instead of 1 pump), building up usage of the product (use it initially every alternate day, then work up to using it every day), and introducing one product at a time will all help your skin to adjust.
Please try the suggestions above and if you are still experiencing a reaction in a few week's time please do not hesitate to contact our team please email hello@emmalewisham.co.nz.
