FAQ

Frequently Asked Questions

What is Eleen Skincare? Eleen Skincare is a premium line of skincare products designed to nourish, protect, and enhance your skin’s natural beauty. Each product is crafted with high-quality ingredients, dermatologist-trusted formulations, and a focus on safety and effectiveness. Our collection is free from unnecessary additives, guided by transparency, and created to deliver real results — so you can feel confident in what you put on your skin.
Are your products vegan and cruelty-free? All Eleen skincare products are cruelty-free — none are tested on animals, and we work with suppliers and manufacturers who adhere to this standard. As for vegan status: many of our products are fully vegan (i.e. contain no animal-derived ingredients), and those are clearly labeled with our Vegan Badge. However, not all products are vegan, because some include ingredients (or forms of ingredients) that may be animal-derived — e.g. certain vitamin D3 sources or gelatin. If a product doesn’t have our Vegan Badge, please check the ingredient list or reach out to us and we’ll confirm whether a vegan version or alternative is possible. Transparency is one of our core values.

Which product is best for my skin concern?
- Acne: Try our Purifying Cleanser and Spot Treatment Serum.
- Aging: Our Firming Neck Cream and Anti-Aging Serum are fan favorites.
- Dryness: Go for the Hydrating Moisturizer or Body Butter.
- Not sure? Check our [Holiday Glow Guide page or quiz link] to find your perfect match!
What ingredients are in your products? Each product page lists full ingredients. Key players include hyaluronic acid, vitamin C, and botanical extracts—gentle yet effective for all skin types.
Can I use multiple Eleen products together? Absolutely! Our products are designed to layer. Start with a cleanser, follow with a serum, and seal with a moisturizer. For holiday-ready skin, try our bundles for a complete routine.

How much is shipping, and do you offer free shipping? Shipping costs vary by location—check rates at checkout. Orders over $50 get free standard shipping in contingent states. Holiday deal: Free shipping on gift bundles until Dec 31!
How long does delivery take? Standard shipping takes 5–7 business days. Expedited options are available. Order by Dec 15 for Christmas delivery!
Do you ship internationally? Unfortunately, we do not ship outside the contingent states of the USA at this time. Please check with us later, or contact us and let us know you'd like to try our products in your country.
Can I track my order? Once shipped, you’ll get a tracking link via email. Check your order status in your Eleen account or reach out to us.

What’s your return policy? Your happiness means everything to us! If for any reason you’re not completely satisfied, you can return your order within 30 days for a refund. To keep things safe and hygienic for all our customers, we can only accept returns on products that are unopened and unused. Just reach out to us at [support email], and we’ll make the process quick and easy. Plus, during the holiday season, returns are extended until January 15, 2026 — giving you extra peace of mind.
How do I contact customer support? Email us at [insert support email, e.g., support@eleen.shop] or DM us on Instagram (@eleenskincare). We respond within 24 hours.

Are your products safe for sensitive skin?
Yes, we offer several products specifically formulated for sensitive skin. Our Anti Aging Moisturizer for Sensitive Skin is designed to rejuvenate without irritating, making it perfect for sensitive, mature skin.

We also have a Dark Spot Serum for Sensitive Skin that avoids typical brightening acids like Kojic Acid, instead using clinically tested ingredients like adaptogenic mushrooms to brighten and even skin tone. Additionally, our Rich Sandalwood Soap is formulated specifically for sensitive, delicate, or complicated skin types.

All our sensitive skin products are designed to provide gentle yet effective results without disrupting your skin's natural balance.
How often should I use your products?
Usage frequency varies by product type:

Daily Products:
- Creams & Moisturizers: Apply twice daily (morning and evening)
- Face Oils: Use daily, morning and/or evening
- Serums: Apply morning and evening
- Soap: Ideal for daily use
Specific Applications:
- Skin Firming Cream: 1-2 times daily
- Raw Shea Butter: Twice daily for moisture
- Dead Sea Mud: Twice weekly
General Rule: Most skincare products are designed for 1-2 times daily use . Always apply to clean skin and follow with SPF during daytime use when recommended .

Start with the suggested frequency and adjust based on your skin's response.