FAQ
Can't find your answer here? Email us at info@esmebeauty.co and we'll get back to you within 1–2 business days (Monday to Friday).
Shipping
Where do you ship?
We currently ship to the United States, United Kingdom, Canada, Australia and New Zealand. We're not able to ship to other countries at the moment.
How long does it take to process my order?
Orders are processed within 1–2 business days after payment is confirmed. Orders placed on weekends or public holidays start processing on the next business day. During busy periods (launches, holidays and promotions), processing may take slightly longer.
How long will delivery take?
Delivery estimates start once your order has been dispatched and do not include processing time.
| Location | Standard Tracked Shipping | Express (Premium Tracked + Insured) Shipping |
|---|---|---|
| United States, United Kingdom, Canada, Australia, New Zealand | 8–12 business days | 7–10 business days |
How much does shipping cost? Do you offer free shipping?
Shipping is free on Buy 2, Get 2 Free orders. For all other orders, these shipping rates apply:
| Destination | Standard Tracked Shipping | Premium Tracked + Insured Shipping |
|---|---|---|
| United States | $2.99 USD | $4.99 USD |
| United Kingdom | £1.99 GBP | £3.99 GBP |
| Canada | $4.99 CAD | $7.99 CAD |
| Australia | $4.99 AUD | $7.99 AUD |
| New Zealand | $4.99 NZD | $8.99 NZD |
Premium Tracked + Insured Shipping is our express option.
Your shipping cost is always shown at checkout before you pay.
Will I have to pay customs fees or import duties?
No. All applicable customs fees, import duties and taxes are covered by us, so you shouldn't receive any unexpected charges when your order arrives.
I entered the wrong shipping address. What should I do?
Email us at info@esmebeauty.co as soon as possible with your order number and the correct address. If your order hasn't been dispatched yet, we'll do our best to update it. Please double-check your details at checkout. We can't be held responsible for packages that are lost, returned or undeliverable because of an incorrect or incomplete address.
Order tracking
How do I track my order?
Once your order ships, you'll receive a shipping confirmation email with your tracking information. You can also track your order any time at https://esmebeauty.co/apps/parcelpanel. Just enter your order number or tracking number.
My order hasn't arrived yet. What should I do?
First, check the latest status on our tracking page: https://esmebeauty.co/apps/parcelpanel. If your order hasn't arrived within the estimated delivery window, email us at info@esmebeauty.co within 30 days of the shipment date. We'll work with the courier to investigate, and if your package is confirmed lost in transit, we'll arrange a replacement or a refund.
My order arrived damaged, or I received the wrong item.
Sorry about that! Please check your order when it arrives and email info@esmebeauty.co within 7 days of delivery with your order number and photos of the issue. We'll send you a free replacement or give you a refund. This is separate from our 60-Day Money-Back Guarantee and doesn't count as your guarantee claim.
Returns & our 60-Day Money-Back Guarantee
What is the 60-Day Money-Back Guarantee?
Try Esme in your own routine. If you're not happy with your results, you can claim a refund within 60 days of the delivery date shown on your tracking. The guarantee covers every order placed on esmebeauty.co, including sale and Buy 2, Get 2 Free orders.
Does the guarantee cover opened or used products?
Yes. Opened, used and empty bottles all qualify. We just ask that you use the product for at least 21 days before claiming, so you've given it a fair try.
What if I have a skin reaction?
Stop using the product straight away. You can claim at any time within the 60 days. You don't need to wait 21 days.
How do I make a claim?
Email info@esmebeauty.co within 60 days of delivery with:
- your order number
- the name and email address on the order
- a short reason for your claim
- one photo of your bottle(s)
We'll reply within 2 business days with a Return Authorization (RA) number and a prepaid return label, so return postage is on us.
Do I need to send the bottles back?
Yes. Please return all bottles from your order (used, empty or unopened, including any free bottles) within 14 days of receiving your RA number. If you keep any unopened bottles, we'll deduct them from your refund at the per-bottle price you paid (your product total, excluding shipping, divided by the number of bottles you received). For example, if you paid $58 for 4 bottles, each bottle counts as $14.50.
How much will I get back? Is shipping refunded?
We refund the amount you actually paid, never more. Your original shipping charge is refunded only if you return your full order.
How long does a refund take?
We issue your refund to your original payment method within 5 business days of the carrier scanning your return parcel. Your bank or card provider may take a further 5–10 business days to post it.
Can I claim more than once?
The guarantee is limited to one claim per customer (by name, email, address and payment method). It covers orders placed on esmebeauty.co only, not purchases from resellers or marketplaces. We may refuse claims that involve repeated returns, an open chargeback or fraud.
Can I exchange an item?
We don't offer direct exchanges. If you received a damaged or incorrect item, email us within 7 days of delivery (see above).
For full details, see our Refund Policy.
Cancellations & changes
Can I cancel or change my order?
Yes, if you contact us within 2 hours of placing your order. Email info@esmebeauty.co with your order number as soon as possible. After 2 hours, your order may already be in fulfilment, and we may not be able to cancel or change it. If that happens, you're still covered by our 60-Day Money-Back Guarantee once it arrives.
Contact
How can I contact you?
Email us at info@esmebeauty.co or use the form on our Contact page. We reply within 1–2 business days, Monday to Friday. We offer support by email only. We don't have a phone line.
Using the Collagen Silk Ampoule
How do I use it?
- Cleanse and dry. Start with freshly cleansed skin and gently pat dry.
- Apply. Use the included needle-free applicator to draw up a small amount of serum. Apply it to your jawline, neck, smile lines, cheeks and forehead, focusing on areas where you notice sagging or loss of firmness.
- Massage upward. Gently massage upward and outward until the serum absorbs and the visible threads fully dissolve. Then follow with your usual moisturizer.
- Repeat daily. Use once or twice a day, morning and/or evening, as part of your regular routine.
Is the applicator a needle?
No. Nothing pierces your skin. The included applicator is completely needle-free. It just gives you more control over where the serum goes, without wasting product on your hands.
What are the gold strands inside the bottle?
They're the delicate gold, silk-like strands suspended in the peptide and collagen serum, and they disperse as you apply it. If you can see them in your bottle, that's completely normal. They're supposed to be there.
When will I see a difference?
You may first notice that your skin looks and feels smoother, more hydrated and more refreshed. Changes in the look of firmness take consistency, so we recommend judging the ampoule over several weeks rather than after one application. This is daily skincare, not an overnight facelift, and that's why you get 60 days to try it.
Who is it for?
Esme was created with mature, melanin-rich skin in mind. It focuses on loss of firmness, a softer-looking jawline and uneven tone.
Is this the same as Botox, fillers or a thread lift?
No. Esme is a needle-free topical skincare treatment. It doesn't inject anything beneath the skin and isn't meant to replace an in-office cosmetic procedure.
What's in it?
Collagen extract and hydrolyzed collagen, paired with peptides, support a smoother, firmer-looking complexion, while niacinamide helps improve the look of uneven tone and dark spots.
Full ingredient list: Collagen Extract, Hydrolyzed Collagen, Water, Glycerin, 1,2-Hexanediol, Niacinamide, Butylene Glycol, Sodium Hyaluronate, Acetyl Hexapeptide-8, Copper Tripeptide-1, Palmitoyl Pentapeptide-4, Anemarrhena Asphodeloides Root Extract (Volufiline™), Adenosine, Allantoin, Panthenol, Betaine, Caprylyl Glycol, Ethylhexylglycerin.
I have sensitive skin or allergies. Can I use it?
Please check the full ingredient list above. If you're unsure, try a small amount on a test area first. Stop using it if irritation occurs, and email us at info@esmebeauty.co. Skin reactions are covered by our 60-Day Money-Back Guarantee at any time within the 60 days. If you have a skin condition or concerns, ask your doctor or dermatologist.