Frequently asked questions
Frequently asked questions
Can I add to an order I just placed?
Unfortunately no, once an order has been placed we are unable to add additional items. If you reach out to us via email right away, we may be able to cancel the current order so that you can place a new one. We will need your order number and email address.
I need to change my order, is this possible?
Please email our Customer Care Team right away and we can see if we can catch your order before it is processed. We will need your order number and email address.
Where is my Order Confirmation?
Sometimes your order confirmation can end up in your email's Junk/Spam folder. If you are unable to find your confirmation, please email our friendly Customer Care Team.
Do you offer Afterpay internationally?
Currently, we offer Afterpay to Australian and New Zealand customers.
How do I find out what products are best suited to my skin?
We have a dedicated Skin Service team that are able to assist you via email or via the chat feature on our website. You can also book a complimentary skin consultation here.
How do I know what ingredients are in the products?
You can find the ingredients of each product under the "INGREDIENTS" tab on each product page.
What is the expiry on your products?
Each product is different. You can refer to the 'period after opening' symbol on the bottom or back of your product to determine the number of months the product will last once opened.
How do I find the best foundation shade for my skin?
We do have a wonderful shade finder here. If you are unsure of your shade, please send a makeup free photo to our Skin Service team to assist you as we do not offer exchanges on opened cosmetics. You can also purchase our Liquid Foundation sample here.
I have just received my skincare. How do I know how to use it and in what order?
Each skin product does have a "HOW TO USE" tab on the product page on our website. If you have purchased multiple products, we would encourage you to reach out to our complimentary Skin Service for a personalised skin regime and consultation.
Are there instructions in the box?
Yes, there are instructions on the product boxes. Each product does also have a "HOW TO USE" tab on the product page on our website. If you have purchased multiple skincare products, we would encourage you to reach out to our complimentary Skin Service for a personalised skin regime and consultation.
Are esmi products safe for pregnancy and breastfeeding?
Absolutely, all esmi Foundations and Skincare are safe to use while pregnant & breastfeeding. The only product NOT SAFE to use during pregnancy is our Anti-Ageing Eye Serum.
I am unable to get the Eye Serum dropper to work?
There is a little trick! To fill the glass dropper, you must squeeze and hold the top of the dropper BEFORE you put it in the bottle.
My sunscreen does not pump and is missing the straw?
Our bottles are a little different to the traditional pump/straw bottles. They actually have an air pump which uses air pressure to dispense the sunscreen. You will find 2 tiny holes on the bottom of the bottle and if you can hold your finger over these and pump - this will build up pressure inside the bottle which will allow the sunscreen to squeeze out of the bottle. If you have any further troubles, please reach out to our Customer Care Team .
We will accept Product returns if you change your mind within 5 days following the date on which you receive the Products. Please contact our Customer Care team via email to organise your return. You can also find our Returns information here.
How long will it take to process my return?
We will process your return as soon as possible. Whilst we try to process returns promptly, please allow up to 5 business days for your return to be finalised. You can also find out Returns information here.
Can I send back a foundation if the colour isn't right for my skin?
Unfortunately we are unable to accept returns on opened cosmetics due to health reasons.
How do I track my order? (Australian Orders)
You can track your parcel by entering your tracking number into the Australia Post website.
How do I track my order? (International Orders)
There are 2 steps to tracking your International parcel. Whilst your parcel is leaving Australia you can track your parcel by entering your SHIPMENT ID into the DHL website. Once the parcel is on it's way overseas, you can track via your local shipping carrier using your TRACKING ID. You will find both your Shipment and Tracking ID on your Tracking email from us that links to DHL. If you have not received your tracking email, please email the Customer Care team.
Where do you ship?
We ship worldwide. You can choose your country at checkout to see our different postage options. You can also see more shipping information here.
When will my items ship?
To the best of our ability, orders received by 3pm AEST , Monday to Friday, will be dispatched the same day for express delivery option and no later than the following day for standard delivery.
*There may be slight delays in shipping (for express and standard) at times of high volume orders. Please also consider public holidays when checking the shipping method.
Do you have any discount codes?
From time to time our amazing esmi supporters/lovers do offer a limited time discount code.
Is your shipping packaging safe for the environment?
The shipping bags and boxes we use are both biodegradable. We do design our packaging with the environment in mind - even the white packaging fill is all natural, made from corn and is water soluble.
Do you sell Gift Vouchers?
We sure do, you can purchase an e-Gift card here.
My e-Gift card says that it has been redeemed, but I have not used it?
This may mean that you have clicked on the Gift Card code to load it as a store credit. If this is the case, rather than using the 'code' in the Gift Card section, you have turned it into a Store Credit in your esmi account. If you are still unsure, please feel free to email our Customer Care team for assistance.