FAQ's

1. Where is Elycura Derma based?

Elycura Derma is a UK-based online skincare brand. We operate through a global fulfilment network, working with trusted logistics and manufacturing partners to deliver our products efficiently and securely worldwide.

2. Where do you ship from?

Our products are shipped from carefully selected fulfilment centres depending on product availability and destination. This allows us to offer competitive prices and reliable delivery while maintaining quality standards.

3. How long does delivery take?

Estimated delivery times are:

• United Kingdom: 3–7 business days

• Europe: 5–12 business days

• International: 7–20 business days

Please note that delivery times may vary due to customs clearance, carrier delays, or high-demand periods.

4. Will I receive a tracking number?

Yes. Once your order has been dispatched, you will receive a tracking number by email, allowing you to monitor your shipment at every stage.

5. Are customs duties or taxes included?

Customs duties and import taxes may apply to international orders depending on your country’s regulations. These charges are the responsibility of the customer and are not controlled by Elycura Derma.

6. What payment methods do you accept?

We accept secure payments via:

• Credit & Debit Cards

• Stripe

• Shopify Payments

• PayPal (if available at checkout)

All payments are encrypted and processed through certified payment providers. We do not store your card details.

7. Is my payment information secure?

Absolutely. Elycura Derma uses industry-standard encryption and trusted payment gateways to ensure all transactions are secure and protected.

8. Can I cancel or change my order?

Orders can only be cancelled or modified before they are processed for shipment. Once an order has been dispatched, changes or cancellations are no longer possible.

Please contact us as soon as possible at:
📧 support@elycuraderma.co.uk

9. What is your return policy?

We accept returns within 14 days of delivery, provided the product is unused, unopened, and in its original packaging.

Due to hygiene and safety reasons, opened skincare or cosmetic products cannot be returned.

For full details, please refer to our Refund & Return Policy.

10. What should I do if my item arrives damaged or incorrect?

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with:

• Your order number

• Clear photos of the issue

We will review your case and arrange a replacement or refund if applicable.

11. Are your products safe to use?

All products offered by Elycura Derma are intended for external use only and come with usage instructions.

Individual results may vary. If you have sensitive skin or known allergies, we recommend performing a patch test before full use.

12. Do you make medical or guaranteed claims?

No. Elycura Derma does not make medical claims or guarantee specific results. Our products are designed to support skincare routines, and outcomes may vary between individuals.

13. Are your products cruelty-free?

Where stated on the product page, our products are cruelty-free. Please always refer to individual product descriptions for specific certifications and claims.

14. How can I contact customer support?

Our support team is available to assist you.

📧 Email: support@elycuraderma.co.uk
🕒 Business Hours: Monday–Friday, 9:00 AM–5:00 PM (UK Time)

15. How do you protect my personal data?

We comply with GDPR and UK data protection laws. Your personal information is used solely to process orders and improve your shopping experience.

For more details, please review our Privacy Policy.