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Frequently Asked Questions

This page has been designed to answer your questions about purchasing online with Gazelli and will provide you with a better understanding of all Gazelli’s online services. Should you have any more questions, please email info@gazelli.co.uk or call us on +44(0)20 7581 4355.

PRODUCT AVAILABILITY
We try to maintain sufficient stocks of all our products, but occasionally products might run out during busy periods. When this happens the products will not be available for purchase online.

PRODUCT INGREDIENTS
An overview of our ingredients can be viewed on our Ingredients page. For a full ingredients listing, please write to us at info@gazelli.com.

ASK AN EXPERT
We know how difficult it can be to identify the beauty products that provide the best personalised results, and we would love to help. For expert advice and to find out more about our products, email bookings@gazelli.co.uk.

USING THE SHOPPING BASKET
Simply click on the black 'add to basket' button found on product and category pages to add a product to your basket. A 'My Basket' link is located in the top right corner of each page, and the number alongside informs you how many items you have placed in the basket. The shopping basket page shows the details of your order, and invites you to proceed to checkout or continue shopping.

HOW TO PAY
You can pay for purchases online using any major credit/debit card, and Gazelli Reward Points. Payment details are to be input on the checkout page. For your own security and peace of mind, Gazelli does not keep your payment details on record.

GAZELLI REWARD POINTS
Our exclusive loyalty scheme lets you earn Gazelli Reward Points with every Gazelli purchase made online. Reward points are automatically added to your account every time you make an online order. You can earn extra points by creating an account, signing up to our newsletter, referring friends and making reviews (limits apply).

To redeem your Rewards, first make sure you are logged in. Add a product to your basket (from the product or category pages), then, using the 'Spend Your Points' slider, you can choose how many points to allocate to an order. The discount will be applied automatically.

More information can be found on the Gazelli Rewards Scheme page

PURCHASE HISTORY & ORDER STATUS
A record of all your orders can be found on the My Account page. From here, you can view individual orders, find the logistics information to track shipment progress online, and even reorder past orders.

CUSTOMS FEES ON IMPORTS
Product prices do not include any fees that may be levied by customs. Any customs fees are the responsibility of the customer not Gazelli.

ORDER AND SHIPPING CONFIRMATION E-MAILS
Having placed an order, you will receive a confirmation email complete with invoice. Upon shipment, you will receive another email containing the tracking details of your package. Should you not receive these emails please contact us at info@gazelli.co.uk.

SHIPMENT TRACKING
All purchases over £30.00 will include a reference number and the name of the company shipping your order, with which you can identify the location of your package. If you have not received this email, your order is still processing. You will also find this information on the My Account page.

PO BOX ADDRESSES
Orders can not be reliably delivered to PO Box addresses, so please do not enter a PO Box address as the billing or shipping address. If you do so, your order will not be dispatched until an alternative address has been nominated. We apologise for any inconvenience caused.

RETURNS POLICY & SHIPPING RETURNS
All details relating to the returns policy and process can be found in the legal & privacy section.

SHIPPING RETURN ITEMS
It is the customers responsibility to ship return items back to the warehouse from which they were sent. Please contact info@gazelli.co.uk before doing so. Shipping fees are reimbursed for faulty items only, at the discretion of Gazelli.

ENABLING COOKIES
If you've disabled cookies in your browser and would like to enable them to enhance your experience online, please follow the following instructions:

To enable cookies in Internet Explorer:

  1. On the Tools menu, click "Internet Options".
  2. Click the "Privacy" tab.
  3. Either pull the slider all the way to the bottom to accept all cookies, or
  4. Click "Advanced" and check "Accept" under both First-party Cookies and Third-party Cookies.
You can read more about cookies within the privacy & legal section.

OVERCOMING ORDERING DIFFICULTIES
If you experience any problems placing an order, please check the following:
  • Have your credit/debit card details have been entered incorrectly or has the card expired?
  • Do your credit card payment details match your billing address? If not, please update your billing address under my account, and retry ordering.
  • Did you lose internet connection or leave the gazelliskincare.com website before order completion? You must stay online and on our website until we receive the order and the website directs you to an order confirmation page. If you did not see a confirmation page and/or have not received a confirmation email, your order was not received by us. Please try ordering again.
Should the problem persist, please contact us, and we will work to resolve your issues.

MAILING LIST SUBSCRIPTIONS
Our newsletter is an optional feature which can be opted into (or out of) during the registration process, and within the personal settings page.