Elemis in South Africa is run locally rather than from the brand international channels, with its own numbers, its own hours and a separate trade mailbox. It publishes two customer numbers, one in each of the main centres.
Official contact channels
- Customer support: 021 442 7700 or 011 325 1000
- Trade partners: [email protected]
- Write Us form on za.elemis.com/contact
- Store locator on za.elemis.com/store-locator
Support hours are Monday to Friday 08:00 to 16:30 only. The desk is closed on Saturdays, Sundays and public holidays, which is unusually restricted for a beauty retailer selling online seven days a week, so an order placed over a weekend cannot be queried until Monday.
Note also that the trade address sits on pcgroup.co.za rather than an elemis domain. That is because the South African operation runs through a local distributor trading under a different corporate name, which is normal for an imported brand but worth recognising so a reply from that domain is not mistaken for something else.
What this organisation provides
The range is skincare and cosmetics, built around the Pro-Collagen line and extending to moisturisers, cleansers and toners and eye care, with best seller, award winner and online exclusive groupings. Products are sold through the South African online store and through stockists listed on the store locator.
The site asks you to have your order number to hand before calling, which comes from the order confirmation email rather than from the account area, so find that email first.
Address and operating information
No walk in address is published for customers. The two numbers use Cape Town and Johannesburg dialling codes, but neither is presented as a branch you can visit, and physical purchases are made through the stockists on the locator rather than at an Elemis counter of its own.
Support and escalation routes
For an order or a delivery, use the support numbers within the weekday window and quote the order number. If it is unresolved, a dispute about goods, a refund or a delivery goes to the Consumer Goods and Services Ombud on 0860 000 272, with the National Consumer Commission above it.
There is a second route that matters more for premium skincare than for ordinary retail goods. Cosmetics sold in South Africa are regulated under the Foodstuffs, Cosmetics and Disinfectants Act, administered by the Department of Health, and that is where a concern about the safety, the labelling or the authenticity of a product belongs rather than with a consumer ombud. Because high value skincare is widely counterfeited, check the store locator to confirm that a shop is an authorised stockist before buying from it, since a product bought outside that network is not covered by the brand and may not be genuine.
Sources
- Elemis South Africa contact page: za.elemis.com/contact
- Elemis South Africa store locator: za.elemis.com/store-locator
- Consumer Goods and Services Ombud: cgso.org.za