Frequently Asked Questions

Top FAQs

  • Are your products tested on animals?

    We never do it and have been certified under The Leaping Bunny Program, an internationally recognised cruelty-free certification, since its launch. We do use animal by-products such as beeswax, propolis and Manuka honey, however we never use animal-derived ingredients such as carmine, shellac or collagen. All of our products are suitable for vegetarians.
     

  • Do you send out samples?

    We don't supply samples, but our travel sizes are an excellent way to try many products within our range. Most of these travel sizes contain enough product to last you approximately 7-10 days. If you are thinking of buying a product and are concerned it may not be to your liking, please bear in mind that we are happy to offer a refund or exchange on any unsuitable products. Simply contact us within 14 days of receiving the product and we will be happy to arrange this for you. Products purchased in store can be returned back to the store, with proof of purchase, within 14 days, for a refund or exchange.

  • Are your products suitable for sensitive skin?

    While we do have a number of customers who have sensitive skin, unfortunately there are no guarantees that individual products within our range are going to suit everyone. We would therefore recommend you carry out a patch test prior to using any new skincare product for the first time. A small amount should be applied close to the area of intended use (behind the ear is ideal in this instance). Should you experience any redness, irritation or discomfort during the next 24 hours then you should immediately and thoroughly wash the test area and we would not recommend use of that particular product.

    The only products in our range we would advise caution in using on sensitive skin are our Brightening Treatment Mask, Gentle Face Exfoliator and Deep Cleansing Mask due to the stimulating nature of these products.

    Please be assured that if any product purchased directly from our website or Customer Centre proves to be unsuitable for use we do have a 14 day returns policy.

  • Can I buy gift vouchers for treatments?

    All of our treatments are perfect to give as a special gift. Simply visit one of our treatment rooms, buy online or call our Customer Centre on +44 (0)1983 813913 to order a Treatment Gift Voucher. If you have a Treatment Gift Voucher please ensure to bring it with you on the day of your treatment for payment. Please be aware that Liz Earle Treatment Gift Vouchers can only be redeemed at Liz Earle flagship stores.

  • Are your products suitable for vegans?

    No, our products are only suitable for vegetarians. We have in some formulations harnessed the naturally active properties of beeswax, propolis and Manuka honey, which are harvested as by-products of the honey industry. While we can confirm which products include these ingredients, without completing a full assessment of the entire supply chain we are unable to declare that any of our products are suitable for use by vegans.

    Products containing beeswax:

    • Cleanse & Polish™ Hot Cloth Cleanser – all scent variants
    • Gentle Face Exfoliator
    • Eucalyptus & Rosemary Botanical Candle
    • Rosemary & Rock Rose Body Cream
    • Superskin™ Face Serum (which contains a derivative of beeswax – Polyglyceryl-3 beeswax)

    Products containing propolis:

    • Deep Cleansing Mask


    Products containing Manuka honey:

    • Deep Cleansing Mask
  • I'm new to the range, which products should I start with?

    The key to radiantly healthy-looking skin is our simple 3-step cleanse, tone and moisturise routine – used every day, morning and evening.

    Step 1: Cleanse & Polish™ Hot Cloth Cleanser
    Our original beauty icon deeply cleanses to instantly remove daily grime, pollutants and make up to reveal smoother, clearer and brighter-looking skin.

    Step 2: Instant Boost™ Skin Tonic
    This heavenly-scented, alcohol free and non-drying floral toner provides an instant boost of hydration, while refreshing, soothing and toning.

    Step 3: Moisturiser
    Your choice of Skin Repair™ or Superskin™ Moisturiser, each expertly tailored to soften, smooth and condition different skin types.

  • How do I choose which moisturiser to use?

    Our moisturisers are available in 5 different formulations, simply use the one that best matches your skin type. Choose from Skin Repair™ Dry/sensitive, Normal/combination or Light – Combination/oily, or rich and luxurious Superskin™ Moisturiser with natural neroli or unfragranced for sensitive skin.

    If you aren't sure of your skin type, a good way to judge is to ask yourself the following simple questions: Does your skin feel tight at any time during the day? If yes, choose the Dry/sensitive formula. Does your skin tend to be shiny throughout the day? If yes, choose Light – Combination/oily. If your skin is neither of these then opt for the Normal/combination formulation. The Normal/combination option is also a good choice if you have a moderately shiny T-zone across the forehead, nose and chin.

    Alternatively, you may like to try one of our Superskin™ Moisturisers. These have been specially formulated to help dry skin look and feel rejuvenated. They are rich in GLA, omega-3 and antioxidants for healthy, youthful-looking skin – and available either scented with natural neroli or fragranced for sensitive skin.

    You can also mix and match which moisturiser you use depending on your skin's needs. Some of our customers use a richer cream at night, or during the winter months, and a lighter formulation in the morning or during the summer.

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About our products

  • Are your products tested on animals?

    We never do it and have been certified under The Leaping Bunny Program, an internationally recognised cruelty-free certification, since its launch. We do use animal by-products such as beeswax, propolis and Manuka honey, however we never use animal-derived ingredients such as carmine, shellac or collagen. All of our products are suitable for vegetarians.
     

  • I'm new to the range, which products should I start with?

    The key to radiantly healthy-looking skin is our simple 3-step cleanse, tone and moisturise routine – used every day, morning and evening.

    Step 1: Cleanse & Polish™ Hot Cloth Cleanser
    Our original beauty icon deeply cleanses to instantly remove daily grime, pollutants and make up to reveal smoother, clearer and brighter-looking skin.

    Step 2: Instant Boost™ Skin Tonic
    This heavenly-scented, alcohol free and non-drying floral toner provides an instant boost of hydration, while refreshing, soothing and toning.

    Step 3: Moisturiser
    Your choice of Skin Repair™ or Superskin™ Moisturiser, each expertly tailored to soften, smooth and condition different skin types.

  • Do you send out samples?

    We don't supply samples, but our travel sizes are an excellent way to try many products within our range. Most of these travel sizes contain enough product to last you approximately 7-10 days. If you are thinking of buying a product and are concerned it may not be to your liking, please bear in mind that we are happy to offer a refund or exchange on any unsuitable products. Simply contact us within 14 days of receiving the product and we will be happy to arrange this for you. Products purchased in store can be returned back to the store, with proof of purchase, within 14 days, for a refund or exchange.

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Returns & refunds

  • What is your returns policy?

    We hope that you love our products as much as we do, but if for any reason you are unhappy with any item purchased through our Customer Centre or website, then please call us on +44 (0)1983 813913 within 14 days of receiving your order and we will be happy to arrange a refund or exchange. Products purchased in store can be returned back to the store, with proof of purchase within 14 days for a refund or exchange.  If you're dissatisfied with our proposed resolution for any reason, you can raise a complaint with the EU's Online Dispute Resolution website.

  • How do I return a product to you?

    Please contact our friendly Customer Centre team on +44 (0)1983 813913 who will be happy to assist you further.

  • How do I return a product to you purchased in a Liz Earle store?

    Products purchased in store can be returned back to the store, with proof of purchase, within 14 days for a refund or exchange.

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Help with my account

  • How do I change my billing address?

    Changing your billing address is quick and easy online. Once you have logged in to your account, go to ‘My account’ and then ‘My address book’. From this page you can delete and add new addresses and set defaults for both billing and delivery.

    If you have multiple addresses in your address book, you can select which is used during the checkout process.

  • I am unable to enter the promo code you sent me.

    Many of our promo codes are unique and can only be used once against an order placed using the email address to which it was initially sent. Some of our codes are only valid on selected ranges and this will be indicated in your email. You will need to log in to your account before applying the code. It should be added to your shopping basket in the ‘Do you have a promo code?’ box before checkout and the discount or reward should be applied automatically.

    The promotional code field is case-sensitive, so the code would need to be entered exactly as it appears in the email. We would recommend typing the code in manually, rather than copying and pasting it directly from the email. Once entered, you need to click on ‘Apply’ to apply the discount or reward to your shopping basket.

  • How do I add another payment method?

    Adding an alternative payment card to your account gives you the flexibility to pay online using the most convenient card for you.

    Once you have logged in to your account, go to ‘My account’ and then ‘My saved cards’. Simply select ‘Add new’ and complete the necessary details for your new payment card and this card will then be available when you checkout online. Alternatively, you are also able to add a new card during the checkout process.

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Orders & delivery

  • Can I track my order?

    Yes. We despatch all our orders via Royal Mail. Regardless of whether you choose to have your order delivered via standard, priority, special or recorded signed for service, you will be able to track your parcel's progress.

    When you receive your despatch confirmation, within the body of the email we will include a link to the Royal Mail website, which will then enable you to Track & Trace your parcel. Please be aware that information relating to your order may not be available to view immediately after it leaves us – if this is the case, please try again a little later.

    If you chose to have your order sent overseas, including via our international signed for service, please call us on +44(0) 1983 813 913 and we will be happy to assist you.

  • Can I have my order delivered to multiple addresses?

    If you would like to send orders to more than one address, please place a separate order for each delivery address.

  • Can I send my order to a new delivery address?

    Yes, please enter your delivery address as normal during the checkout process. Please note that even when the name used on your delivery address is different to your billing address, your entire order will be sent to the delivery address along with any complimentary items and paperwork.

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Treatments

  • Can I buy gift vouchers for treatments?

    All of our treatments are perfect to give as a special gift. Simply visit one of our treatment rooms, buy online or call our Customer Centre on +44 (0)1983 813913 to order a Treatment Gift Voucher. If you have a Treatment Gift Voucher please ensure to bring it with you on the day of your treatment for payment. Please be aware that Liz Earle Treatment Gift Vouchers can only be redeemed at Liz Earle flagship stores.

  • Are the Treatment Rooms available for private hire?

    Yes, our stores and Treatment Rooms are available for private hire and are perfect for a group of friends wishing to experience treatments together. For more details, please contact the relevant store and speak to a member of our team.

  • How often should I have a treatment?

    A facial every 6-8 weeks will give you personal time to relax and restore your wellbeing, and is an effective, blissful way to ensure healthy-looking, glowing skin – your therapist will be happy to advise you on how often they would recommend treatments for you.

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Stockists

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