Environmental Sustainability Guardian Limited
FAQ
General
Did we perform any animal testing?
Our internal Ethical Policy ensures that no animal testing will be conducted. If the safety of the product is in question or there is a requirement to provide pre-human clinical trial information for our health portfolio, we will undergo testing.
Is the packaging environmentally friendly
We are committed to removing and reducing our use of single use plastic packaging wherever possible to help address and reduce the effect it has on our planet.
Can I cancel or amend my order?
Please contact us if you wish to cancel or amend your order. Although we cannot guarantee this, we will happily do our best for any orders that have not already been processed.
How to use Gel Soap?
Please refers to home page “How to use” section.
How long can the gel be used and kept?
Each gel is capable to release 1 liter of foam hand soap and the expiry date is 1 year. Yet for performance optimisation we would recommend you replace the gel when little foam released from the pump.
Can I use different dispenser apart from your provided dispenser?
We would strongly recommend you use our designated dispenser. Using other foam dispenser, exposed to a risk that the pump will not proper function during the release of the gel.
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There is liquid in the gel, is this normal phenomenon?
Yes, liquid release inside container may occur. You may pour the liquid together with the gel when in use.
Orders and Shipping
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What are your delivery options and shipping costs?
Where will my order be shipped from?
All orders are shipped from Hong Kong SAR, China.
How can I track my parcel?
Hong Kong SAR, China Orders
You will receive a tracking number by email when your order has been dispatched. Tracking updates will be available at xxxx
Macau SAR,China Orders
You will receive a tracking number by email when your order has been dispatched. Tracking updates will be available at xxxx
For customers with a registered profile, tracking information may also be accessed from within the Order History section of your account.
What should I do if my order is damaged in transit?
If an item has been damaged in transit, we will provide you with a replacement or a full refund. Please contact us with your order details and an accompanying photo of the damaged item. For details please refer to the Refund Policy.
Account Information
Do I need an account to place an order?
You do not need to create an account to shop online; rather, you can purchase as a guest.
However, creating an account will allow you to move more swiftly through the purchasing process: you will be able to save your personal details, store multiple delivery addresses, peruse past orders, update subscription details and receive special customer event invitations and new product information.
Creating an account only takes a few minutes and you can do so by clicking here.
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How do I reset my password?
You can reset your password by selecting 'Forgotten Password' in the log in section.
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How can I delete my account?
If you would like to request that your online account is deleted, please contact us so that we may assist you.
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What will I receive if I subscribe to communications?
Our marketing communications include updates about our products and service offering; and cultural recommendations to read, watch and listen to at leisure.
If you are a subscriber and wish to edit your preferences or opt out, you can do so by logging in to your account and navigating to Communications.
You will also have the option to unsubscribe in every message you receive from us.
By entering our customer database, your information will be treated in accordance with our privacy policy.
You can sign up to receive marketing communications at the bottom of each page of our website.
Still has questions? Please click our live chat button at bottom right corner or email us at info@esguardian.com