Returns

Returns

Twelve weeks from delivery. If your skin does not agree with a formula, write to us and we return your money in full. You send nothing back: the bottle stays with you.

Twelve weeks because that is how long our own consumer study runs. Skin needs about that long before a formula can be judged fairly, and a fortnight is not enough to find out.

The promise covers your first order of a given product, one per customer. It is given voluntarily, on top of your statutory rights.

How to use it

Write to orders@engelundloewe.com with your order number and one line about what did not work. The refund goes back to your original payment method, normally within two business days. Your bank may take one to five days more to post it.

We read every one of those lines. It is the most useful thing anyone can tell us.

Your statutory right of withdrawal

Separate from the promise above, orders shipped into the European Union or the United Kingdom can be cancelled within 14 days of delivery, for any reason and without justification. Under that right the goods come back to us: write to orders@engelundloewe.com and we send a prepaid return label for EU orders or a return authorisation elsewhere.

Damaged or incorrect orders

Send a photo with your order number and we make it right with a replacement. Personally.