Frequently asked questions | ElleCera

We understand that you don't put just anything on your skin. That's why we answer the questions we get asked most right here. About use, sensitive skin, shipping, returns and everything in between. Can't find your question? Feel free to get in touch.

Product & skin

Is ElleCera suitable for sensitive skin?

Our formulas are developed with respect for the skin barrier. That means no aggressive approach and no unnecessary overstimulation. Many customers with sensitive or reactive skin experience more comfort and skin that feels calmer. Not sure? Patch test on a small area of skin first.

Which skin type are your products suitable for?

ElleCera is developed for skin that is easily thrown off balance. Think dry, sensitive or combination skin that needs calm and stability. Our products suit most skin types looking for simplicity and comfort.

Does this help with redness or irritation?

Our products are not a medical treatment. They are designed to support the skin and help it feel comfortable. Many customers experience less tightness and a calmer feel to their skin with consistent use.

Can I combine ElleCera with other skincare?

Yes. We do recommend a calm routine. Too many (strong) products at once can throw the skin off balance. Less is often more.

How long before I notice a difference?

That varies from skin to skin. Some customers notice more comfort within a few days. For a visible improvement in skin balance, we recommend at least 2–4 weeks of consistent use.

Do your products contain perfume?

We avoid aggressive fragrances. Any subtle scent comes from the ingredients themselves.

Do you test on animals?

✔️ No. ElleCera does not test on animals.
✔️ We comply with European cosmetics regulations.

Use & routine

How do I get the best from the products?

Apply to clean skin. Use lighter textures first, followed by richer products. A simple routine of cleansing, caring and moisturising is usually all you need.

Can I use the products every day?

✔️ Yes, they're developed for daily use.
✔️ Suitable for morning and evening, unless stated otherwise on the packaging.

How do I build a simple routine?

✔️ Cleanse
✔️ Care (e.g. serum)
✔️ Moisturise (cream)
More steps are usually not needed to keep your skin calm.

Can I use this during pregnancy?

If in doubt, we always advise you to consult your GP or specialist. Every situation is personal.

Ordering & delivery

Why don't you keep a large stock?

We work with carefully selected production and shipping partners. This means we don't have to build up mass stock, and we cut down on unnecessary storage, waste and transport. The result: a conscious supply chain focused on quality and efficiency.

What is the delivery time?

✔️ Average delivery time: 6–10 working days
✔️ You'll receive a confirmation as soon as your order has been placed
✔️ As soon as your parcel is on its way, you'll receive track & trace (where available)

We always keep you informed. Should there be an unexpected delay, we'll let you know as soon as possible.

What are the shipping costs?

Shipping costs are calculated automatically at checkout. Any free shipping (above a certain amount) is shown straight away in your checkout.

Returns & 30-day satisfaction guarantee

Do you offer a satisfaction guarantee?

✔️ Yes. We offer a 30-day satisfaction guarantee.
Our goal is for you to feel good about your purchase, without any hassle.

What are the conditions of the 30-day satisfaction guarantee?

✔️ You report your return within 30 days of receipt
✔️ The product is unopened and unused
✔️ The product is preferably in its original packaging
✔️ Hygiene and safety come first: we cannot take back used or opened products

How do returns work?

First get in touch via our contact page. You'll then receive the return instructions. Once we've received and checked your return, we'll process your refund.

Who pays the return costs?

✔️ Return costs are always paid by the customer.
We keep our prices sharp by not building return costs into the product price.

What if my skin doesn't react well?

Stop using the product and get in touch with us. We're happy to think it through with you. Every skin is unique, and sometimes your skin mostly needs rest.

Right of withdrawal & refunds

As a consumer, you have the legal right to cancel your purchase within 14 days of receipt, without giving a reason.

✔️ Report your withdrawal within 14 days of receipt via hello@ellecera.nl ✔️ Return costs are paid by the customer ✔️ Once we've received and checked your return, we process the refund within 14 days ✔️ The refund is always made via the original payment method you used

How can you pay?

At ElleCera, you pay with the payment method you're used to. You'll see exactly which ones are available at checkout.

✔️ iDEAL
✔️ Bancontact
✔️ PayPal

Prefer to pay later or in instalments? You can with Riverty (you pay after your order has been delivered) or with in3 (you pay in three instalments). You choose this yourself at checkout.

For a return or refund, the following applies:

✔️ First report your return to us via hello@ellecera.nl
✔️ Once we've received and checked your return, we refund you via the same payment method you used
✔️ We process the refund within 14 days of receiving your return
✔️ Paying later or in instalments? Then we adjust the outstanding payment as soon as your return has reached us

Still have a question?

Feel free to send us a message via the contact page. We'll reply as soon as possible.