FAQs

FREE next working day UK delivery on all orders, with no minimum spend — order before 3PM for same-day dispatch.

You'll receive an email confirmation when your order is placed and another with tracking details once it's dispatched, so you can follow it to your door.

All orders are dispatched in discreet, unbranded packaging, so the contents aren't visible to anyone else who might handle your parcel.

It's brand policy that orders cannot be processed to a business address — please provide a residential delivery address. Orders entered with a business address will be held until a residential address is provided.

Message our team as soon as possible — if your order hasn't yet been dispatched, we'll do our best to amend or cancel it. Once dispatched, our standard returns policy applies instead.

Medical-grade actives such as high-strength retinoids and peels can be unsuitable for some skin types or conditions. Gating them behind a free, expert-reviewed assessment helps you get results safely rather than risking irritation.

Yes, always free, with no obligation to buy — it typically takes 3–5 minutes and is reviewed by a qualified member of our team, usually within one working day.

A patch test involves applying a small amount of a new product to a discreet area of skin and waiting 24–48 hours to check for a reaction, before applying it more widely. We recommend this before first use of any new active — see our Patch Test Guide for the full method.

Some actives, including certain retinoids, are generally advised against during pregnancy or breastfeeding. Please mention this during your consultation, or speak with your GP or midwife, before starting any new active ingredient.

Unopened items can be returned within 14 days of delivery for a refund. For hygiene reasons, opened skincare can't always be resold — message our team and we'll help find a suitable alternative instead.

Yes, without exception. Every product is sourced directly through brand-approved, authorised channels — never grey-market, decanted or counterfeit.

Message our team with your order number and a photo of the issue as soon as possible, and we'll arrange a replacement or refund.

Once your return is received and checked, refunds are issued to your original payment method — this typically appears within 5–10 working days depending on your bank or card provider.

No, guest checkout is available. Creating an account lets you track orders, save a wishlist and earn rewards on future purchases.

Save any product to your wishlist from its product page — guests can build a wishlist too, which merges into your account automatically the next time you log in.

You earn points on eligible purchases once signed in, which can be redeemed against future orders — see your account's Rewards page for your current balance.