ELLA SEARLE – FAQ
How can I place an order and what payment methods are accepted?
Orders can be made online through our website. We accept payment by Visa or Mastercard. For your convenience, we also offer Afterpay.
Can your products be bought in store?
At this time, our products can only be bought online through our website.
Do you charge for delivery?
We include free express shipping via Australia Post for all orders over $100.
For orders under $100 you may select either standard or express delivery at checkout. We charge you what Australia Post charges us for parcel postage.
When will I receive my order?
Your order will be dispatched to you within 1-2 business days and sent via Australia Post.
Once dispatched, items sent via express post should arrive on the next business day.
Items sent via standard post should arrive within 2-4 business days, depending on your area.
Deliveries by Australia Post are currently being delayed due to the coronavirus pandemic and they can no longer guarantee delivery times, including express post. Tracking notifications may also be affected due to changes in processing procedures.
We appreciate your patience and understanding during this time. Please be assured that Ella Searle and Australia Post are doing everything we can to get your order to you as quickly as possible.
Can I track my order once shipped?
Yes, you will receive tracking notification and updates through Australia Post once your item has been sent.
Do you send orders overseas?
Sorry, we don’t ship overseas at this time. You must have an Australian address to place an order.
Do you accept returns for change of mind?
If you change your mind about your purchase, you may return the product within 14 days of receipt for a refund. Items can only be returned if they are unused, in the original packaging and resaleable. Please contact us at email@example.com or use the contact form on our website to arrange your product return.
If you change your mind and wish to return the product, you will need to cover postage costs and we recommend sending via Registered post. We will not assume liability for items lost during transit.
If you wish to try the product before purchasing the 30ml bottle, we recommend purchasing the 5ml bottle first.
What should I do if I receive a damaged or faulty product?
In the unlikely event that your product is faulty or damaged on arrival, please contact us immediately to arrange a return of the product. We may either exchange your item or provide a refund.
What happens if I have a reaction to the product?
In the unlikely event of a negative reaction, discontinue use immediately and contact us with details. A refund will be arranged upon return of the unused portion of the product. If symptoms persist, please see your medical professional.
Is your face oil suitable for sensitive skin?
Our facial oil has been certified suitable for allergy-prone skin by Safe Cosmetics Australia. This means that the formula is free of ingredients that commonly result in allergic reactions. For further information, please refer to our FAQ regarding our Toxic-Free and Australian Allergy certifications.
We do, however, include a small percentage of essential oils in our face oil and certain constituents of essential oils may cause a reaction in some people. The essential oils included in our formula are no more than 1% of the formulation and, as such, should not cause a reaction. However, if you are sensitive to essential oils, we advise you to use your discretion when purchasing and perform a patch test before full facial application.
A patch test can be performed by applying a small amount of product to a small, clean area of skin, such as the inside of your elbow or behind your ear. If any signs of irritation develop, wash the skin immediately and discontinue use. If there is no reaction after 24 hours, it is likely you will not experience a reaction from using the product. Please note that this time frame can vary depending on individual skin types.
What do your Toxic-Free and Australian Allergy Certified certification symbols mean?
Ella Searle is committed to bringing you products that are 100% free from toxic chemicals and key allergens. Our ingredients are reviewed and certified as part of the toxic-free campaign by Safe Cosmetics Australia so that you can feel confident that your product contains only pure, safe and nourishing ingredients. For further information and a full list of toxins and allergens to avoid, please visit www.safecosmeticsaustralia.com.au
Does your product have an expiry date?
We use a POA (period after opening) symbol on the product label, which indicates you should use the product within 6 months of opening.
Does your product contain animal-derived ingredients and what is your policy regarding animal testing?
We always produce vegan-friendly products containing no animal derivatives and we never test on animals. We also ensure that our suppliers do not test on animals.
Do you use phototoxic essential oils?
No. Some citrus oils contain furanocoumarins, which increase skin sensitivity to UV light. We do not formulate with these essential oils.
Do you formulate with organic ingredients?
Some of our ingredients are organic but not all. We believe that combining a blend of specific natural plant oils and extracts with laboratory-derived ingredients can offer the best results and some of these ingredients are not readily available in organic forms.
Obtaining organic certification is an expensive and time-consuming process. Brands that obtain organic certification must pass these costs on to the customer. But are they offering a superior product in terms of efficacy and safety? Not necessarily. We prefer to focus on sourcing high-quality ingredients with scientific validation from reputable suppliers to bring you a product that is safe, skin-friendly and effective. We invite you to learn more about each ingredient in our formula here.
Do you use artificial fragrances?
No. We only use 100% pure essential oils which impart a beautiful and subtle fragrance.
Can I use the facial oil underneath my makeup?
Absolutely! Our facial oil doesn’t feel like an oil! It’s lightweight and quickly melts into the skin without leaving an oily residue – a perfect base for makeup.
Why are there no preservatives in your product?
Only products that contain water-based ingredients (such as creams, lotions and serums) need a preservative to prevent the growth of mould, bacteria, fungus and other microbes. Our products contain only oil-soluble ingredients and so there is no need to add preservatives.
Where do you obtain your ingredients and manufacture your product?
We source the finest ingredients from Australia and across the globe to bring you truly exceptional products, made in Melbourne, Australia. We are proudly 100% Australian owned.
What is Miron Violet glass and why do you use this packaging?
The use of violet glass dates back to ancient times. Early Egyptians used gold or violet jars to preserve their precious substances. Miron Violet glass is a dark coloured, almost opaque glass that blocks the complete spectrum of visible light, with the exception of violet. This offers optimal protection against degradation caused by visible light, enhancing the quality and shelf life of our precious ingredients.
Is Ella Searle eco-friendly?
We manufacture our products in small batches with a minimal carbon footprint and we take care to pack and send our products responsibly.
Our mailing boxes, sample cards and thank you cards are made from 100% recycled paper and we use Kraft paper packing tape.
For protection during transit, we wrap our products in GreenWrap – Sustainable Forest Initiative (SFI) certified, biodegradable and compostable. Our natural jute twine string is also biodegradable. We use Bio-Fill packing peanuts for extra protection when needed – made from wheat starch, they are water soluble, compostable and biodegradable.
Our beautiful Miron Violet glass bottles and our paper products are recyclable. All ingredients used by Ella Searle are cruelty-free, vegan and sourced from environmentally responsible suppliers. We do not use palm oil.
What information do you collect and how do you use my personal information?
How can I contact you?
Please contact us by email at firstname.lastname@example.org or use the contact form on our website and we will get back to you as soon as possible. We endeavour to get back to all inquiries within 48 hours so if you have not received a response within this time period, please check your junk inbox.