FAQs

The good news: Our amazing team works hard to pick, pack and post your order to you the moment it’s placed. The bad news: This means once your order is confirmed, it can’t be altered.

If you’ve had a change of heart (or mind) please get in touch ASAP - if it’s not too late we’ll be happy to help you cancel your order and place a new one.

Please email our Customer Care Team right away and we can see if we can catch your order before it is processed. We will need your order number and email address.

Sometimes your order confirmation can end up in your email's Junk/Spam folder. If you are unable to find your confirmation, please email our friendly Customer Care Team.

Currently, we offer Afterpay to Australian and New Zealand customers.

We have a dedicated Skin Service team that are able to assist you via email or via the chat feature on our website. You can also book a complimentary skin consultation here.

You can find the ingredients of each product under the "INGREDIENTS" tab on each product page.

Each product is different. You can refer to the 'period after opening' symbol on the bottom or back of your product to determine the number of months the product will last once opened.

Buying makeup online is not always straightforward, but our expert Skin Service team is here to help. Just send us a few photos of your (makeup free) skin and we’ll guide you to your perfect match. Still not sure? You can order Liquid Foundation samples here.

Each skin product does have a "HOW TO USE" tab on the product page on our website. If you have purchased multiple products, we would encourage you to reach out to our complimentary Skin Service for a personalised skin regime and consultation.

Yes, there are instructions on the product boxes. Each product does also have a "HOW TO USE" tab on the product page on our website. If you have purchased multiple skincare products, we would encourage you to reach out to our complimentary Skin Service for a personalised skin regime and consultation.

The esmi range is safe to use while pregnant and breastfeeding with the exception of the Anti-Ageing Eye Serum and the Encapsulated Retinol range.

There is a little trick! To fill the glass dropper, you must squeeze and hold the top of the dropper BEFORE you put it in the bottle.

Our bottles are a little different to the traditional pump/straw bottles. They actually have an air pump which uses air pressure to dispense the sunscreen. You will find 2 tiny holes on the bottom of the bottle and if you can hold your finger over these and pump - this will build up pressure inside the bottle which will allow the sunscreen to squeeze out of the bottle. If you have any further troubles, please reach out to our Customer Care Team.

We will accept Product returns if you change your mind within 14 days following the date on which you receive the Products. Please contact our Customer Care team via email to organise your return. You can also find our Returns information here.

We will process your return as soon as possible. Whilst we try to process returns promptly, please allow up to 5 business days for your return to be finalised. You can also find out Returns information here.

Unfortunately we are unable to accept returns on opened cosmetics due to health reasons.

There are 2 steps to tracking your International parcel. Whilst your parcel is leaving Australia you can track your parcel by entering your SHIPMENT ID into the DHL website.Once the parcel is on it's way overseas, you can track via your local shipping carrier using your TRACKING ID. You will find both your Shipment and Tracking ID on your Tracking email from us that links to DHL. If you have not received your tracking email, please email the Customer Care team.

We ship worldwide. Please ensure you've selected the correct region from the top of the site, then choose your country at checkout to see our different postage options. You can also see more shipping information here.

To the best of our ability, orders received by 3pm AEST , Monday to Friday, will be dispatched the same day for express delivery option and no later than the following day for standard delivery.

*There may be slight delays in shipping (for express and standard) at times of high volume orders. Please also consider public holidays when checking the shipping method.

From time to time our amazing esmi supporters/lovers do offer a limited time discount code.

Yes! We’re serious about minimising our environmental impact and this is reflected in the design and fabrication of our packaging. Our shipping bags and boxes are biodegradable - even our packing foam is made from all natural, water soluble cornstarch. Relax and enjoy your beautiful new products, knowing they’re not harming the planet.

We sure do, you can purchase an e-Gift card here.