FAQ

FAQ
01. What is the EVE LOM Philosophy? 02. Who is EVE LOM? 03. Who do I contact regarding employment at EVE LOM? 04. Can I alter the details in my EVE LOM account? 05. Which payment methods do you accept online? 06. At what stage is my credit card charged? 07. Is it safe to use my credit card on your website? 08. Can I purchase an item that is out of stock? 09. Will I receive an order acknowledgement by email? 10. Where can I purchase EVE LOM products? 11. How can I obtain product samples? 12. How can I find out the ingredients in a product? 13. Do you test products on animals? 14. Are all the products you sell hypoallergenic? 15. Can I use EVE LOM products if I have sensitive skin? 16. How do I carry out a patch test? 17. What if I have an allergic reaction to a product? 18. Are EVE LOM products suitable for use on Children? 19. Can I use EVE LOM products if I am pregnant? 20. What are your delivery rates? 21. Where does EVE LOM deliver to? 22. Do you deliver to international addresses? 23. Will have to sign for my delivery? 24. Do you deliver to PO boxes? 25. Can I send the goods I have ordered to multiple addresses? 26. How can I check the status of my order? 27. Can I have my orders gift wrapped? 28. Can I return the goods I have ordered? 29. How do I return my goods? 30. What if I don't like a gift I have been sent? 31. What if I want to cancel my order? 32. Is it safe to give you my email address? 33. Why do you want my name, address, email address, telephone number etc? 34. Do you use cookies on your website? 35. Is it safe touse my credit card on your website? 36. What if I have forgotten my password? 37. Will I be able to use your site if I have disabled cookies on my browser? 38. Can I have access to my personal information? 39. What if I have forgotten my password? 40. Mineral Oil Statement
FAQ ANSWERS
01. What is the EVE LOM philosophy?

EVE LOM believes that when it comes to achieving great skin, less is more. She believes that women do far too much to their skins, and her deliberately pared-down skincare range and regimes are based on deep cleansing, with selective hydration to areas of the face and body that need it most.

The EVE LOM skincare range is based on the holistic belief that skin reflects the body’s physical and emotional states, is subject to dietary and environmental factors, and must be treated as a whole.

Eve doesn’t believe in miracle cures, or that fine lines can be erased. EVE LOM products will, however, provide the very best in maintenance and encourage the skin to function at its optimum level.

02. Who is EVE LOM?

EVE LOM is one of the most respected and sought-after beauty professionals alive today. Born in Czechoslovakia, Eve developed her career as a world-renowned facialist in Hollywood and opened her first salon in London in 1984. 
Today, EVE LOM skincare products and the signature EVE LOM facial are available in a growing number of stores and spas around the world.

03. Who do I contact regarding employment at EVE LOM?

Please visit our corporate section for further information about employment at EVE LOM.

04. Can I alter the details in my EVE LOM online account?

Before you can place an order at the EVE LOM online store, you must create a customer account. You can alter the information you give us at any time by logging into ‘My Account’. Please see our privacy policy for details of how we use the information you provide.

05. Which payment methods do you accept online?

Payment can be made by Visa, MasterCard, Delta, Electron, Solo, Maestro and Switch.

06. At what stage is my credit card charged?

Your credit card is charged when your order is despatched. If any of the products you order are temporarily out of stock, they will be sent to you as soon as they are available and your credit card will be charged at the point of despatch. Postage will be charged only against the first despatch if the order is to the same delivery address.

07. Is it safe to use my credit card on your website?

EVE LOM values its customers, and any information we collect about you is held with the utmost care and security. We use the latest encryption technology to ensure that all transactional information is protected to the highest standards. This includes credit or debit card details, your personal contact information, names and addresses you provide for delivery to another address, and your purchasing history.

If you have given your consent prior to entering the details required for the ordering process, our website will retain your EVE LOM account details including your name, address, email address and purchasing history. However, each time you log into your EVE LOM account to create a new order you must re-enter your credit card details. Please see our privacy policy for further details.

08. Can I purchase an item that is out of stock?

Stock levels are indicated below the product image on the shopping pages. Once your order has been processed, the items we have in stock will be despatched to you in accordance with the delivery option(s) you have chosen. Should a product be out of stock, call customer services on +44 (0) 20 8740 2076 who will place a back order for you. A separate delivery charge will apply.

09. Where can I purchase EVE LOM products?

You can easily shop for EVE LOM products online: just register and follow the on-screen instructions. Alternatively, you can visit one of our EVE LOM stores throughout the UK, where our store teams are on hand to offer specialist advice and product recommendations. Please visit our store locator to find your nearest EVE LOM outlet.

10. How can I obtain product samples?

At EVE LOM, we believe that product sampling is an opportunity to prove to our customers that our products deliver the results we promise. For this reason, we only give samples after one of our beauty consultants has identified your skincare needs. Please visit a consultant at one of our EVE LOM stores, who will be happy to help you.

11. How can I find out the ingredients in a product?

You can view the ingredients in any of the EVE LOM products sold in our online store by clicking on the link underneath the product image.

12. Do you offer discounts on corporate or bulk orders?

We offer discounts for deliveries to the same address over certain order values. Please email wholesale@evelom.com to discuss your requirements

13. Do you test products on animals?

EVE LOM is against animal testing. None of our products are tested on animals.

14. Are all the products you sell hypoallergenic?

All the products in the EVE LOM range are allergy tested. If you know of an ingredient that you are allergic to, please view the ingredients listing for a product before deciding to make a purchase. We recommend patch tests for customers using new products. If you suffer from a skin condition such as eczema or psoriasis, please consult your GP before trying a new product.

15. Can I use EVE LOM products if I have sensitive skin?

All EVE LOM products are allergy tested. However, everyone’s skin is unique and it is impossible for us to generalise about how your skin will react to every ingredient. If you know of an ingredient to which you are allergic, please view our products’ ingredients listings before deciding to make a purchase. Because even the most gentle ingredients can cause sensitivity in certain people’s skin, we recommend patch-testing a small amount of product on the inside skin of the wrist first.

16. How do I carry out a patch test?

The inside skin of the wrist is the best place to carry out a patch test. Simply apply the product to the area and if irritation occurs – usually characterised by a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin – remove the product immediately with warm water and a damp cloth.

17. What if I have an allergic reaction to a product?

If you have carried out a patch test, as explained above, and have subsequently experienced an allergic reaction, please contact the EVE LOM customer services team at EveLom.CustomerService@spacebrandsltd.com or call +44 (0) 20 8740 2076.

18. Are EVE LOM products suitable for use on children?

Children’s skin is generally more sensitive than adults’. Because of this, it is impossible for us to generalise about the use of our products on children. If you would like help on this matter, please contact our customer services team at EveLom.CustomerService@spacebrandsltd.com or call +44 (0) 20 8740 2076. Alternatively, visit one of our stores to speak to a member of the EVE LOM team. Please see our store locator to find your nearest EVE LOM outlet.

19. Can I use EVE LOM products if I am pregnant?

Some of our products contain essential oils which are not suitable for use during pregnancy or while breast-feeding. For specific advice, please contact our customer services team at EveLom.CustomerService@spacebrandsltd.com or on +44 (0) 20 8740 2076. Alternatively, visit one of our stores to speak to a member of the EVE LOM team. Please see our store locator to find your nearest EVE LOM outlet.

20. What are your delivery rates?

Please see our delivery options page for full details of rates and services.

21. Where does EVE LOM deliver to?

Order made on the EVE LOM online store can be delivered to UK and international addresses. Please see our delivery options for full details.

22. Do you deliver to international addresses?

For enquiries and information on deliveries outside the UK, please contact our customer services team at EveLom.CustomerService@spacebrandsltd.com or on +44 (0) 20 8740 2076. International delivery charges and VAT apply to EU customers. Customers resident outside the EU who are placing orders for international delivery do not pay VAT and are responsible for their own tax.

23. Will I have to sign for my delivery?

For security reasons, all parcels must be signed for on receipt. If you are not at home during normal office hours, you can provide with with an alternative secure delivery address where someone will be available to sign for your parcel.

24. Do you deliver to PO boxes?

The EVE LOM delivery service requires a signatory on delivery, so we are unable to deliver to PO boxes.

25. Can I sent the goods Ihave ordered to multiple addresses?

When you place your order you can select items to be sent to multiple delivery addresses. You also have the choice of using any combination of delivery options. Selection takes place at the delivery options stage of the ordering process.

26. How can I check the status of my order?

Once we have received your order, EVE LOM will email you with your order number. Please quote this number in all correspondence. You can also check your order history online. If you have any queries, you can contact our customer services team at EveLom.CustomerService@spacebrandsltd.com or on +44 (0) 20 8740 2076.

27. Can I have my order gift wrapped?

If you would like your order sent as a gift, you can select the gift-wrap option at the delivery options stage of the ordering process. You will be offered the opportunity to add a note with a personal message. If you select the gift-wrap option, items that are not already gift boxed will be presented in our signature gift packaging.

28. Can I return the goods I have ordered?

EVE LOM hopes you will be delighted with your order. However, if you are not completely satisfied, we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of receipt, provided they are in their unopened and unused condition and original packaging. Please note that delivery charges are not refunded. For their own security, international customers should return goods using a service with tracking, such as recorded delivery. Please see our returns policy and procedure and our terms and conditions for full details.

29. How do I return my goods?

The procedure for returning goods is straightforward and clearly explained in our returns policy and in the documentation you receive with delivery of your order.

30. What if I don't like a gift I have been sent?

If you have received a gift which you don’t like, please contact our customer services team at EveLom.CustomerService@spacebrandsltd.com or on +44 (0) 20 8740 2076.

They will give you advice on possible exchanges.

31. What if I want to cancel my order?

In addition to our returns policy, under British distance-selling regulations you have the legal right to cancel your order within seven working days from receipt of the merchandise, providing you send us notice of cancellation in writing and return the merchandise to us. Please see the cancellation rights section of our terms and conditions.

32. How long will it take to receive a refund?

Your payment will be refunded by EVE LOM as soon as possible, no later than 30 working days after we have received the goods. A refund will be given by the original payment method.

33. Is it safe to give you my email address?

To make a purchase on the EVE LOM online store, you are required to register and create a customer account. To do this, you must provide information about yourself including your email address. We will use this information to acknowledge your order and communicate with you should there be any issues fulfilling your order. We will not send you any unsolicited material unless you indicated, upon registration, that you wish to receive further details about merchandise, offers and events. Any information we collect about you is held with the utmost care and security. Please see our privacy policy for details.

34. Why do you want my name, address, email address, telephone number etc?

EVE LOM asks for these details so that we can provide you with the goods and services you request, deliver goods correctly and contact you in case there is a problem issuing your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and in-store events.

35. Is it safe to use my credit card on your website?

We use the latest encryption technology to ensure that all transactional information is protected to the highest standards. Transactional information includes any credit or debit card details, your personal contact information, any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history.

If you have given your consent prior to entering the details required for the ordering process, our website will retain your EVE LOM account details such as your name, address, email address and purchasing history. However, each time you log into your EVE LOM account to create a new order you must re-enter your credit card details. Please see our privacy policy for further details..

36. Do you use cookies on your website?

The EVE LOM online ordering system uses cookies to record a unique reference on your computer. This means we can recognise your computer when you access www.evelom.com and log into your account with your username and password. We will not use cookies without your prior consent: you can choose whether you would like our website to remember your details before you enter the delivery options section of our ordering process.

The use of cookies allows us to remember the goods in your shopping bag and means you will not have to re-enter the basic contact details you provided when first setting up your EVE LOM account. Our cookies do not remember your credit card details.

37. Will I be able to use your site if I have disabled cookies on my browser?

You may experience technical difficulties using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie nd JavaScript settings in your browser’s preferences. These are usually found in the Edit menu.

38. Can I have access to my personal information?

You may see the personal data that we hold on you by sending a written request and a £10 fee by cheque or postal order (cash cannot be accepted) to: Company Secretary, EVE LOM Limited, 5th Floor, Shropshire House, 11-20 Capper Street, London WC1E 6JA, United Kingdom.

39. What if I have forgotten my password?

When you created your customer account, you provided a password reminder. Simply click on the ‘Forgotten Your Password’ link on the register or login page and your reminder will be displayed. If you still cannot remember your password, simply click on the relevant link and an email containing your decrypted password will be sent to your email address.

40. Mineral Oil Statement

Eve Lom believes the key to radiant glowing skin starts with the perfect cleanse. To create the perfect cleanse, our formula utilises the best from nature combined with scientifically developed ingredients, including Mineral Oil. The Mineral Oil present in our cleanser is cosmetic grade oil that will not penetrate the skin and is fundamentally removed with water and our specially designed Muslin Cloth. The majority of dermatologists and skincare experts do not believe that any Mineral Oil used in cosmetics will clog pores due to its refined texture and high grade. Therefore 30 years on it still remains the original, iconic and unrivalled formula, the cornerstone of our range and our secret weapon for achieving, flawless radiant skin.