FAQ

Below you will find a collection of frequently asked questions. Click on any of the questions to see the answers.

About Emma S.

  • Why is the brand called Emma S.?

    In the past, when Emma was working as a model and living in France, her surname was Sjöberg. Unfortunately, this name was difficult for many to pronounce and write properly. Therefore, her model name became simply Emma S. We chose to call our skincare brand Emma S. since it was more personal and storytelling.

  • What makes Emma S. products unique?

    All ingredients are carefully selected to be able to help different skin types. Each Emma S. product has a unique composition of functional ingredients. The products are made using safe and tested substances, so that customers can feel secure. All products have been developed to give both immediate and long-term results, and they contain both natural and medical ingredients.

Products & ingredients

  • Do your products contain parabens, mineral oils or nanoparticles?

    No.

  • If you don’t use parabens as preservatives, what do you use instead?

    We have decided not to use parabens and instead use a combination of Phenoxyethanol and Caprylyl Glycol as alternative preservatives.

  • Do you use microplastics in your products?

    No, the scrubbing beads in Emma S. body scrub are made from Ecoscrub (Polylactic Acid) – natural polymers made from corn and that naturally break down in the environment.

  • Do I get less wrinkles by using Emma S. ageless series?

    No cream can remove deep wrinkles, but Emma S. ageless can help prevent wrinkles and remove fine lines such as dryness wrinkles. It is very important to us that our products are effective and give real results. We have therefore conducted an independent study, a so-called "anti-wrinkle study" on ageless day cream, ageless night cream, ageless serum and ageless eye cream. The study proved that the ageless products both reduce fine lines and increase the moisture in the skin.

  • When should I start using anti-ageing products?

    The production of collagen diminishes as we get older. Therefore, it might be a good idea to begin with anti-aging products around the age of 30. If you really want to protect your skin from premature aging, always (no matter age) use sunscreen when you stay in the sun as well as avoid smoking.

  • What kind of sunscreen do you use in your ageless day cream?

    Ageless day cream contains a combination of physical and chemical filters to achieve the best effect and have proven both SPF and UVA protection.

  • Why is the feeling from the enzyme peel so intense?

    Emma S. enzyme peel contains ingredients such as salicylic acid and other substances that help remove dead skin cell. Therefore you may feel a tingling and warm sensation, which means the product is working. The cream should only be left on for one minute and then you rinse it off with lukewarm water. Immediately after treatment your skin may be slightly red, but it will ease off after a short while. The result is a healthy, fresh-looking complexion with a wonderful lustre.

  • Have the products been tested on animals?

    No.

  • Can I use your products if I have sensitive skin?

    All Emma S. products have undergone skin irritability tests with excellent results. If you know that your skin is very sensitive, you should use our sensitive series. It is fragrance free and has been tested on a so-called ”sensitive panel” which means that it has been dermatologically tested on people with dry and sensitive skin.

  • Is it safe to use Emma S. products during pregnancy?

    To the best of both our and our Swedish manufacturer CCS Healthcare’s knowledge our products do not contain ingredients that can have a negative effect on a pregnancy. We therefore do not advise to restrict the use of our products during a pregnancy. But should you anyway feel uncertain, we advise you to talk to your midwife.

  • How do I know which series that best suit my skin type?

    Your skin may often need different products at different times. In some periods, the skin may feel irritated and sensitive, and then the sensitive series might be a good fit. If you feel that the skin begins to lose its lustre and if you see signs of fine lines and dryness, then you should try the ageless series.

My order

  • How do I place my order?

    When you find a product that you would like to purchase, select quantity and click “Add to cart”. Once you have added all the products that you want to buy, click on the shopping cart icon in the upper right corner to see all the products in your shopping cart. Click on "View cart" if you want to review your total order or if you want to change the number of products ordered. Once you are happy with your order, click on "Check out". At the check out, select payment- and delivery options, and complete the billing information. Click "Place order", and your order is placed!

  • How do I know that my order is registered and accepted?

    When you have completed your order, you will receive a receipt by e-mail. If you did not receive a receipt, please check that your e-mail address is correct and notify Emma S. Customer Service at info@emmas.com so that we can resend your receipt.

  • Can I trace my order?

    When you receive your receipt, you will also get an order number. If you log in to "My Account" you can see information about your latest orders, and also see the delivery status of the package you have ordered.

  • Can I cancel my purchase?

    As a customer, you are entitled to cancel your purchase within 14 days from the date that you received the goods. Please refer to the question "What do I do if I want to return an item." The customer pays the cost of returning the goods.

  • How do I return an order?

    If for some reason you wish to return an item, you must first contact Emma S customer service at info@emmas.com and state your full name, order number and the item(s) you wish to return. Then the following applies:
    1. We send you a return order form, which must be returned together with the item(s).
    2. Package the item(s) carefully to avoid damage in transit and send the parcel to us, together with the return order form. The address is: Emma S. AB, Birger Jarlsgatan 58, 114 29 Stockholm
    3. After a complaint/cancellation has been approved, we refund the amount of your order to the card you used for payment within 14 days of the date we receive the returned item(s). For invoice payments, return the goods to us in the same way and log into "My Klarna”. Klarna will then manage your refund.

Emmas.com/My pages

  • Do I have to create an account / be logged in in order to shop at emmas.com?

    No, you do not have to create an account nor log in to be able to shop in our webshop. However, if you choose to create an account, you save time by not having to enter your details each time you shop. Also, “My pages” will provide you with the chance to get an overview of your purchases as well as the delivery status of your latest order, and you will benefit from receiving exclusive offers.

  • What happens if I have forgotten my password or username?

    Go to "My Account" and then click on "Forgot password". You then enter your username or the e-mail address that you used when you created your account. Click on "Reset password”, and an email with instructions will be sent to your email address. If you forgot your username and your email address, you can contact Emma S. customer service at info@emmas.com and we will help you.

Delivery

  • Delivery times / When will my goods be delivered?

    If you place your order before 2 pm on weekdays, we will ship your goods the same day. This means that you will receive your package within 1-3 days in Sweden. To other EU countries and Norway, the delivery time will be between 2-5 days.

  • Delivery / How will my goods be delivered?

    If you choose delivery by mail, your parcel will automatically be delivered to the postal service centre located closest to your stated delivery address. For those who live in rural areas, the local postman will deliver the package to your door. If you provide a mobile number, you will receive an SMS notification when your package is available for pickup. Otherwise you will receive a notification by e-mail or mail. When you pick up your package, you will need to show your identification and the tracking number.
    If you choose delivery by FedEx, the parcel will be delivered to the address you have provided. It is important that someone is available to receive the parcel and to sign a delivery receipt form. Make sure to leave a telephone number when you place your order so that FedEx can reach you if they are having trouble delivering your package.

  • Delivery charges / What will I be charged for the shipment?

    Within Sweden we offer delivery via the postal service at a cost of SEK 49 per order. We offer free shipping for order values exceeding SEK 500. In Sweden we also offer express shipping using FedEx Priority Overnight at a cost of SEK 99 per order.
    For deliveries within the rest of the EU, shipping charges are EUR 10 per order. For deliveries to Norway, shipping charges are NOK 79 per order. We offer free shipping if the order value exceeds EUR 100 (rest of EU) or NOK 600 (Norway).

  • What happens if I do not collect / claim my package?

    If you have ordered delivery by mail, the postal service with hold your parcel for two weeks for you to pick it up. If you do not collect your parcel, you will be charged a shipping fee, a return shipping fee and handling fees, currently amounting to SEK 195 incl. VAT.
    FedEx delivers direct to the address you have provided, weekdays from 8 am to 6 pm. If no one is there to receive the parcel, FedEx will try again at a later time. Be sure to leave a telephone number when you place your order so that FedEx can reach you if they are having trouble delivering your package. If FedEx has made three (3) failed attempts to deliver the package to the address you have specified, the package will be returned and you will be charged a shipping fee, a return shipping fee and handling fees, currently amounting to SEK 195 incl. VAT.

Payment

  • I tried to pay by invoice but was refused, why?

    Our invoices are handled by an external company called Klarna AB. Therefore, you need to contact Klarna to get an answer to why you were denied to purchase by invoice. You can reach them at the following telephone number: +46 8 120 120 00.

  • Where can I find information to see if my bill has been paid?

    All of our invoices are processed by our partner Klarna AB. Therefore, please go to http://klarna.com/sv/kundtjanst, to get answers regarding your invoice. You can also reach Klarna’s customer service at the following telephone number: +46 8 120 120 00.

Can’t find the answer you are looking for? Please contact us at info@emmas.com for personal service.