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Frequently Asked Questions.

What is FrostProtect™?

FrostProtect™ is our patented UV-safe packaging. It keeps our ingredient-based formulas stable, protecting our active ingredients from light, heat and oxygen exposure.

What is your animal testing policy?

We do not test on animals, nor do we ask anyone else to do so for us.

Are your products natural?

All of our skincare features nature-derived ingredients wherever possible. Visit our sustainability page for more information on our ingredients and sourcing practices.

Do you use preservatives?

We use nature-based preservatives wherever possible. Skincare preservative standards are ever-changing, and we’re always researching and reviewing the preservatives used in our products.

Is your packaging recyclable?

All of our cardboard and glass packaging is recyclable.

Do your products contain plastic microbeads?

We never formulate with synthetic or plastic microbeads, or any other ingredients that pollute our oceans and waterways.

Are your products suitable for vegans?

We formulate with vegan and vegetarian ingredients wherever possible. However, some products require non-vegan ingredients, like the beeswax in our Beard Balm. We source our non-vegan ingredients ethically and locally.

Do your products contain SPF?

Unless stated, our products do not contain SPF. We recommend using a daily SPF, especially when using products with active ingredients like retinol or vitamin C.

Do your products contain nuts?

Some of our products contain nut oils, like sweet almond oil.

Should I patch test before use?

We formulate with clean ingredients, and our products are dermatologist-developed to be gentle on sensitive skin. However, we always encourage patch testing any skincare or cosmetic product before use.

The product I want is out of stock, when will it become available again?

Unfortunately, we are unable to provide specific restock estimation times, but we restock on a regular basis. To find out when a particular item will become available, we recommend signing up for email notifications. We’ll send you an email when your favourite items are back in stock!

What is your stance on climate change?

We’re committed to preserving our planet’s resources and reducing our environmental impact. Find out more about how we are taking steps to tackle climate change at the sustainability page.

Can I use all of your products together?

You can create an entire skincare routine with our products. However, some active ingredients are best used solo. Take our routine builder quiz to find the perfect products for your skin.

Where can I buy your products?

You can purchase our products here at myeclatshop.com. We’re also on Amazon in the UK and USA. For wholesale purchases, you can find our storefront on Faire.

What countries do you ship to?

We ship internationally to over 100 countries and regions. To check if we ship to your location, submit your full shipping address at the checkout.

Can I track my order?

Once you’ve placed an order, you’ll receive an email from us containing tracking information. 

You can also log in to your account at myeclatshop.com to view your tracking and order information.

How much does shipping cost? Do you have free shipping?

Shipping costs are determined on a product and location basis at the checkout. 

Orders over $50/£50 qualify for free shipping.

How long does order processing take?

Orders are processed and dispatched within 24-48 hours, depending on the time your order was placed. 

Shipping times will vary depending on which shipping method you choose at checkout. 

Standard shipping: 4-10 business days

Expedited shipping: 2-6 business days

Do my billing and shipping addresses need to be the same?

No, the shipping address does not need to match your billing or credit card address. However, in some cases, banks might reject transactions if they don't recognise the address.

Are there any taxes or custom fees?

For the US, the tax rate applied to your order will be the combined state and local rates of the address where your order is delivered to or fulfilled from. 

Other international shipments may be subject to import taxes, fees, and customs duties, but these vary widely. For the most accurate estimate, please contact the customs office of the destination country.

What delivery/courier service do you use?

The courier services we use vary depending on your parcel’s destination. Once your order has shipped, you’ll receive an email with tracking details, where you’ll find further information on the courier service handling your shipment.

Do you deliver at the weekend?

We usually deliver at weekends but this depends on the destination country of your shipment and the respective courier service’s operating hours.

Can I cancel or change my order?

If you have placed your order via myeclatshop.com, please reach out to us at support@myeclatshop.com as soon as possible regarding any changes or cancellations.

What payment methods do you accept?

On myeclatshop.com, we accept the following payment methods: Visa, Mastercard, American Express, Maestro, PayPal, Amazon Pay, Apple Pay, Google Pay, Discover, Diners Club, Shop Pay, Bancontact, and iDEAL.

My order is missing an item / contains the wrong items / contains a faulty product. What should I do?

We’re so sorry to hear that! Please reach out to us at support@myeclatshop.com and we’ll fix it.

What can I do if I don’t receive an order confirmation email?

If you notice the charge on your bank statement, please reach out to us at support@myeclatshop.com to confirm that we received your order.

Can I bulk order products for my own business?

At the moment bulk shipping isn’t available from our website. However, you can visit our wholesale storefront over at Faire if you wish to order our products for your store or business.

Do you offer products on a subscription basis?

Yes, we do! Please visit our subscription page for more information on subscription services.

I have another question about my order.

We’re happy to help. Please reach out to us at support@myeclatshop.com for further assistance.

How can I return my product(s)?

Not satisfied with your order? Please contact support@myeclatshop.com. Our team will be happy to help!

How long does it take to get a refund?

Depending on the payment method you used to place your order, refunds are usually processed within 3-5 business days.

Can you send my refund to a different card that wasn’t used for my initial order?

Sorry! We can only send the refund to the original payment method.

I have another question about returns and refunds…

No problem! Please reach out to us at support@myeclatshop.com for further assistance.