CUSTOMER SERVICE

HOW TO BUY?

1. Placing an Order

Orders can be placed on Store’s website www.elixirbynature.uk. To place an order through the website, click on the "Add to Cart" button and then select the size of packaging and enter the quantity*. After goods are added to the cart, information about the types and quantities of ordered products will be displayed, followed by a shipment method selection form. The next panel "Shopping Cart Contents" shows products which have been added to the cart, along with their prices and quantities. In this section, you are also required to select the type of product delivery.

* If the number cannot be increased to your desired quantity, we may not have that quantity of the product in stock. In such case, you can submit a request by e-mail or phone to find out if an order for a larger quantity of the product can be placed.

Our warehouses are located in Warsaw, Poland. All international shipments are sent as air shipments only. A shipment marked as air shipment is sent by Polish Post, after payment by credit card or selecting the electronic payment option. All standard air shipments are sent at our expense.

The details in the section of the form marked as "Payment" will adjust automatically in line with the details in the "Delivery" section. Therefore, if you choose the "Air Shipment" option, the method of payment will be "Credit Card" or "Electronic Payment"

Next, after clicking "Confirm Purchase", you can log in to be able to benefit from our loyalty programmes, or make a purchase without logging in. Now you should fill in the necessary details to place your order, including your phone number and e-mail address. By providing your email address you will receive information about the status of your order. After placing your order you will receive an email with a link - please click it to confirm your order. On-line payment can only be made immediately after placing an order, when the appropriate options are displayed on store’s website. Payment by ordinary transfer can be made at any time, with bank details available on the page "Payment and Shipping" on our website.

2. Securely Packed Parcel

We make every effort to make sure the products you purchase reach their destination intact. To this end, the cosmetics are packed in strong cardboard boxes which, for greater safety, are filled up, so that items cannot move freely during transport. Cosmetics packaging is further secured with wrap, to prevent opening and spillage. Each parcel is taped, to ensure that no one has opened it before you.

In the event, however, that the contents of the parcel are damaged, a damage report should be made in the presence of the courier and sent over to us, along with the proof of purchase of the goods. Such complaints should be made within 7 days from the date of receipt of shipment, to the following address:

Elixir by Nature Sp. z o.o.

ul. Wolska 64A lok. 8

01-134 Warszawa

POLAND

3. Genuine Products

All products sold in our store are genuine. We are the exclusive manufacturer and distributor of the brand Elixir by nature in Europe. In case of any doubt, a complaint can be made about any product, however complaints made after original packaging is opened will not be accepted.

4. Order Processing Time

International shipments (outside the territory of Poland) will be sent only as air shipments. Order processing time for each specific product is given on the page showing that product.

Should it turn out that order picking time is longer, you will be notified as soon as possible so that you can decide whether or not you wish to wait longer for the execution of the order.

SECURITY

2. Why is it worthwhile to open an account with the store ?

By opening an account with the store you can make full use of all programmes and discount offers available to our customers. You can track the status and history of your orders at any time. You also do not need to fill in your address details every time.

3.Are the products you sell genuine?

YES. All our products are genuine. We are the exclusive manufacturer of the Elixir by nature brand. Elixir by nature products are professional cosmetics, available only in beauty salons and on the website of our online store. Original products from the natural cosmetics range of Elixir by nature are based on natural plant ingredients only. They contain no chemical additives and are not tested on animals.

COMPLAINTS AND RETURNS

1.All goods available in the Store come from a legitimate source, are genuine and have manufacturer’s warranty of quality. Products shown in the photos may vary slightly in reality (eg. the same product may have slightly different packaging, modified on the initiative of the manufacturer, which does not affect its quality or genuineness).

2. The Customer has the right to file a complaint if Goods supplied are found to be nonconforming, in particular where Goods do not conform with the order placed.

3. Goods complained about, along with the proof of purchase (receipt) and a written statement of the cause of the complaint (and optionally the preferred method of complaint resolution) should be submitted by the Customer to the Customer Service Centre, at Customer’s own expense. Complaints should be submitted to the following address:

Elixir by nature Ltd.

ul. Hlonda 2/81

02-972 Warszawa

4.Complaints will be solved no later than within 14 days from the date of receipt by the Store of the Goods subject to complaint. If the complaint is accepted, the goods will be brought into conformity or replaced. If goods cannot be repaired or replaced, the Customer will receive a refund of the purchasing price of the goods or, with the Customer’s consent, the Store will offer other available goods to choose from.

5.f the Store fails to respond to Customer’s claims within 14 days of receipt of the complaint and the Goods, the Customer's claim shall be deemed legitimate.

6. Complaints about variances between the appearance of Goods delivered and those ordered, as seen on Store’s website, will not be accepted, as such variances may be due to different settings (parameters) of the Customer’s screen.