Help & answers
Frequently asked questions
Everything you need to know — from shipping to ingredient safety. Can't find what you're looking for? Contact us.
Are your products authentic?
Yes. Every product is sourced directly from the brand or its authorised UK distributor. We are pharmacist and doctor founded — authenticity, batch traceability and cold-chain integrity are non-negotiable.
How quickly do you ship?
UK orders placed before 2pm Monday–Friday are typically dispatched the same or next working day; weekend orders go out the next working day. Standard tracked delivery is £4.95 and arrives in 2–3 working days. Free standard delivery on orders over £80.
Do you ship internationally?
We currently ship across the United Kingdom. International shipping is coming soon — sign up to our journal to be notified.
Can I return a product?
Unopened products in their original sealed packaging can be returned within 14 days of delivery for a refund (return shipping at your cost). For hygiene reasons we cannot accept returns on opened or used skincare. If your order arrives damaged, faulty or incorrect, email us within 7 days and we will make it right. See our Refund Policy for full details.
I'm not sure what to buy. Can someone help?
Yes. Take our 60-second skin quiz for a tailored routine, or message us via the contact form. A pharmacist reviews every recommendation request personally.
Are these products safe during pregnancy?
Some active ingredients (e.g. retinoids, high-strength salicylic acid, hydroquinone) should be avoided in pregnancy. Please contact us before purchasing if you are pregnant or breastfeeding and we will recommend a safe routine.
Do you offer private prescribing?
Not yet. Pharmacist-led private prescribing is in development and will launch once the appropriate registrations are in place. We will share a date here when we have one.
How does the loyalty programme work?
You earn points on every purchase and account action. 100 points = £1 off your next order. Points can be redeemed at checkout.