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 UK delivery is £5.95 (2–4 working days) and is free once your basket reaches £100 after any discount. Express is £8.95 (1–2 working days) and is never free. EU Zone 1 (IE, FR, DE, BE, NL, LU) is £9.95 (3–5 working days) and EU Zone 2 (rest of EU/EEA) is £14.95 (5–7 working days).
Do you ship internationally?
Yes - we ship across the UK and to most of the EU/EEA. Free standard UK delivery applies over £100; European delivery is charged by zone (£9.95 Zone 1, £14.95 Zone 2). You can pick your destination and shipping method at checkout.
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 10 points for every £1 you spend on products (after any discount, excluding delivery). 500 points = £1 off, redeemable at checkout from a 500 point minimum and up to 20% of your product subtotal. Points cannot be combined with a discount code on the same order, and they expire 12 months after your last order or redemption.