Frequently Asked Questions

Our COVID-19 Service Update

  • How to get a refund for your cancelled appointment

    If you have a Treatment appointment scheduled for the coming weeks, our team will be in touch soon to inform you of our decision to postpone all skincare services. 

    You will be offered a refund or a credit to your account in case you wish to rebook when our services resume. Please note – refunds are dependent on the method of payment used. 

    If you have any questions, our Customer Centre team on the Isle of Wight are always happy to help by phone on +44 (0) 1983 813913 or by email at ccare@lizearle.com.


  • Cancelling your appointment

    We appreciate that it is a difficult and uncertain time for some. Therefore, we will be pleased to offer a full refund to any customers who feel they are unable to reschedule and instead wish to cancel their appointment completely. 

    Please contact us before your appointment and our team will arrange your refund. This will be dependent on the method of payment used. 

    We will continue to update our advice to our store teams and adapt to keep our advisors and customers safe.

    Our Customer Centre team on the Isle of Wight are always happy to help by phone on +44 (0) 1983 813913 or by email at ccare@lizearle.com.

  • Postponing your appointment

    If you wish to postpone your appointment, we will be pleased to put your deposit towards a new booking. 

    We usually ask for at least 24 hours’ notice – however, until further notice we will waive this restriction and simply ask you to contact us before your appointment to let us know. 


    Our team will then arrange an alternative date with you. 

  • How are deliveries being affected by COVID-19?

    Understandably, we know the current situation is leaving many of you with questions. For all up-to-date information on how delivery is being affected, please see the Royal Mail’s coronavirus information page here.

Our Brand Operating Values

  • A summary of our beliefs

    At Liz Earle, we take our responsibility towards people and the planet seriously. Since 1995 (long before many companies began to adopt more sustainable practices’) we’ve built our brand on socially responsible practices – from sustainably sourcing ingredients worldwide, to supporting local charities right here on the Isle of Wight.

    We’re proud to be a brand based on firm principles that have shaped the way we do business for over 20 years. From our environmentally friendly Head Office, The Green House, to our cruelty free status and responsibly sourced ingredients, we’re committed to positive change in the beauty industry. We’re also making strides towards more sustainable packaging.

    Liz Earle has a longstanding heritage of supporting local community causes. We make regular donations of toys to Aspire, a Ryde-based community space that works with the isolated and the lonely. We also planted an edible garden at the Isle of Wight foodbank so that their customers have access to locally grown, fresh produce, and donate our products to St. George’s School for children with special needs so that they can be sold through their on-site hair and beauty salon. We’re constantly looking for charities to support on our beloved Isle of Wight, striving to give back to the community that we’re so fortunate to be a part of.

  • Suitable for vegetarians

    All of our products are suitable for vegetarians. We do however use animal by-products such as beeswax, propolis and Manuka honey in some of our products, however we never use animal-derived ingredients such as carmine, shellac or collagen.

  • Naturally active

    We champion Naturally Active ingredients, so when we formulate a new product we expect that, wherever possible, the primary function or performance is achieved from ingredients that have been classified as naturally derived, either from plant, marine or mineral sources.

    We work hard to maintain, manage and constantly improve our supply chain. This means that at any stage along the product journey, we can be confident that not only the quality of ingredients meets our exacting standards, but we can also closely monitor our environmental and social impact.

    All ingredients used in Liz Earle products are clearly displayed on our packaging and meet the requirements of our parent company’s (Walgreens Boots Alliance) global Restricted Substances List. Boots and Walgreens always have the safety of their customers and the environment at the heart of everything that they do. Both companies have grown from a strong pharmaceutical heritage and have long established expertise in retailing, while Boots also adds manufacturing expertise. Our HQ’s chemicals experts use these unrivalled multi-sector credentials to clearly identify and understand the safety impact some chemicals may have and keep very close control of those that are used in all of our products.

  • Ethical sourcing and supplier sustainability

    All factories used to make Liz Earle products are known to us and are audited before being used for the first time against our global ethical trading standards (internationally recognised labour conventions and environmental protection standards) – and thereafter audited every one to two years.

    We are also a Sustainability Partner for non-profit industry association Global Shea Alliance, which promotes industry sustainability, quality practices and standards for shea butter used in food and cosmetics. 

  • Cruelty Free (Sustainable Raw Materials)

    We’re against animal testing, we NEVER do it. We’ve been approved under The Leaping Bunny programme since its launch – a globally recognisable gold standard for cruelty free beauty products that goes above and beyond legal requirements. It is the only cruelty free license that requires a supplier monitoring system to be implemented by the brand. The supply chain is checked for animal testing right down to ingredient manufacture level, so our customers are safe in the knowledge that the legitimacy of any cruelty free claim is genuine.

  • Responsibly sourced ingredients

    High performance, quality and safe ingredients are our priority. We know where our ingredients come from and we’re committed to building relationships with our growers and farmers – not only to ensure the quality of our precious ingredients, but also to monitor our impact on the environment, the community and fair working conditions. Our preferred suppliers are those that can deliver consistency, with known origin and proven efficacy. 

  • Making strides in packaging

    We’re committed to providing the best packaging possible, designed to protect the product and deliver the best performance. We carefully consider all our packaging to ensure that it is best for our products while minimising its impact upon the environment. We’re also making strides towards more sustainable packaging, with reusability and recyclability in mind. 

  • Treading lightly

    Waste reduction is of utmost importance to us and wherever possible, we try to reduce our environmental impact and the amount of waste that we produce along every single stage of the product journey. The Green House, our visionary Head Office building in Ryde on the Isle of Wight, includes many environmentally friendly innovations. These include geo-thermal heating, which uses the natural heat from the ground to keep us warm (and cool) and a facility to harvest rain water, which is then filtered into our bathrooms to flush our toilets. Movement and sensory timers ensure our lighting automatically turns off when there is no-one in the room, recycled paper is used across the building, and all our kitchen waste is composted on site. 

FAQs on closure of ROI/USA website

  • Where is your ROI website and why am I being directed to shop from your UK website?

    We can confirm that our ie.lizearle.com site was closed on 29th March 2019. We continuously review our business strategy to respond to changing shopping behaviour, as well as what you, our loyal customers, expect from us. Over time it has become apparent that our ROI e-commerce site was not functioning how we would like and doesn’t look as good as you deserve! For this reason, after careful consideration, we decided to close ie.lizearle.com so our team can focus on developing a new multi-currency shopping destination.

    To enable our customers to continue shopping their Liz Earle skincare favourites, we have directed you to uk.lizearle.com instead. 

  • What are the benefits of shopping from your UK website?

    Our UK site, which was upgraded in May 2018, will offer you a wider choice of products (which we can’t wait for you to try!), a wealth of brand content, plus advice, tips and recommendations from our team of experts. You’ll also experience a more optimised and streamlined smart phone experience for those shopping on the go. 

  • Is this a genuine website/instruction, it looks different to what I’m used to?

    Yes, it is. uk.lizearle.com, our UK site, was upgraded in May 2018 and has a very different look and feel, as well as a wealth of brand content, including advice, tips and recommendations from our team of experts. You’ll also experience a more optimised and streamlined smart phone experience for those shopping on the go. We hope you’ll continue to enjoy shopping with us – please let us know what you think.

  • Why can’t I see my saved payment details?

    Unfortunately, to ensure a secure and safe transfer to our UK site, it was not possible to move your saved card information. Please rest assured that the cards previously saved have been deleted from our system. We can confirm that you will need to type in your payment card details to complete your purchase. We’re sorry for any inconvenience this may cause.

  • What are the delivery charges now going to be?

    To view all delivery information, please click here.

  • My password is locked, what do I do?

    We’re sorry to hear you were unable to log in to your account. Your account will be locked if you enter an incorrect password six times. Our Customer Centre team are happy to help, please click here for contact details and opening times.  

  • Will I have to pay additional taxes/charges now I am no longer paying in US dollars?

    If your order is being shipped outside of the European Union (EU), customs charges and taxes may apply that you will need to pay directly. Please check these requirements with the relevant authority before placing an order.

  • Will I continue to receive email updates from you?

    Yes, if you have subscribed to receive our email newsletters we will continue to keep you updated with our latest news, offers and expert advice. 

  • Where is your USA website and why am I being directed to shop from your UK website?

    We can confirm that our us.lizearle.com site was closed on 29th March 2019. We continuously review our business strategy to respond to changing shopping behaviour, as well as what you, our loyal customers, expect from us. Over time it has become apparent that our US e-commerce site was not functioning how we would like and doesn’t look as good as you deserve! For this reason, after careful consideration, we decided to close us.lizearle.com so our team can focus on developing a new multi-currency shopping destination.

    To enable our customers to continue shopping their Liz Earle skincare favourites, we have directed you to uk.lizearle.com instead. 

  • Why do I have to change my password?

    To continue to shop via our UK website we require all our customers to reset their passwords. Your security is of the utmost importance to us, especially when it comes to data. We’ve introduced this measure to ensure your details are carried over to our UK site in an accurate and safe way, so that you can shop with peace of mind.

    The reset process should only take you about 5 minutes to complete, here’s a reminder of what to do:

    1. Sign in using your registered email address and password.
    2. Within a few minutes, you’ll receive an email with a link to reset your password (remember this expires after 90 minutes). If you don’t receive this email, please check your spam folder.
    3. Click the link, enter your new password and confirm.

  • Why can’t I see my order history?

    Unfortunately, it wasn’t possible to transfer your order history to our UK site. However, if you have any queries regarding any of your previous orders, our Customer Centre team will be happy to help. We’re sorry for any inconvenience this may cause. 

  • Will I be able to see my saved addresses?

    Yes, we can confirm that your address details will be transferred to our UK site and will be available under ‘Account overview’ – ‘My address book’, once you have updated your password and logged in.

  • How long will delivery now take?

    To view all delivery information, please click here. 

  • Will I be able to call the Customer Centre and pay for my order in US dollars?

    No, it is no longer possible to pay for your order in US dollars online or via our Customer Centre. We’re sorry for any inconvenience this may cause. 

  • Will I be able to call the Customer Centre and pay for my order in euros?

    No, it is no longer possible to pay for your order in euros online or via our Customer Centre. We’re sorry for any inconvenience this may cause. However, if you wish to continue purchasing in euros we do have stockist in ROI, click here to find your nearest store.

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. Within our Skin Repair™ range, choose from Skin Repair™ Light Cream, Gel Cream or Rich Cream. We then have two luxurious Superskin™ Moisturisers – 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 or show visible signs of dryness? If yes, choose Skin Repair™ Rich Cream. Does your skin tend to be shiny throughout the day? If yes, choose Skin Repair™ Gel Cream. If your skin is neither of these then opt for the Skin Repair™ Light Cream – this 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 60 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 60 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 60 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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