Orders that are placed after 09:00 (BST) are scheduled for dispatch the next working day.
Working Days (Monday to Friday)
Excludes a Saturday, a Sunday, Christmas Day, Good Friday or a day which is a bank holiday.
An automated confirmation email is generated upon dispatch.
Please ensure that you have entered the correct email and contact number upon checkout.
Depending on email settings we advise to check your spam box / junk mail in case emails have been diverted there.
All our products are sourced either direct from the manufacturer or from major retailers in order to ensure authenticity and competitive prices.
Beware of retailers / sellers with unrealistic low prices selling fake and potentially dangerous products.
It has also come to our attention that there are some online retailers / sellers on online marketplaces claiming to be the manufacturer when they are not.
We always recommend to do your own research and seek feedback from the wider community to avoid disappointment.
We are please to be approved by the amazing and extremely knowledgeable Monique aka The Skinfiltrator! as a genuine retailer.
This is a very common question that we get.
The truth is that this varies depending on several factors, including the individual’s skin type, the severity of the skin condition, and the frequency of use.
Some customers report a noticeable change within a few weeks, while others require several months of consistent usage.
We have a dedicated article covering this here.
Customer reviews are also a great source of impartial feedback from actual people that have used the products. These can be found in several places such as Youtube and even direct from our own customers
In the unlikely event that you receive any of your orders damaged please contact us as soon as possible.
There is a high likelihood that this has occurred during transit. We will contact the courier immediately to investigate and share any information found as soon as possible.
In the unlikely event that your order is incomplete or incorrect please contact us as soon as possible.
We will investigate and locate where the issue took place.
If the missing / incorrect item took place prior to handing over to the courier, we will replace or refund.
If the missing / incorrect item took place with the courier, we request further information. Once we have sufficient details, we will communicate this with the customer.
Resolutions are generally decided within 30 working days (90 days for International) – however in most cases we’re able to conclude matters much quicker.
If your order has not arrived by the estimated delivery timeframe it may still be in transit. We would advise first checking with your local delivery office to see if delivery has been attempted and the following:
- Home address: Check with anyone else living there to see if they accepted the delivery. Please also check if the item has been left with a neighbour, or in a designated Safeplace.
- Work Address: Check with the post room and / or colleagues to see if someone accepted the delivery.
On some occasions small delays can occur particularly during holiday season. We advise waiting a few more days after the estimated delivery timeframe.
Our primary carrier are Royal Mail. We use a combination of Hermes and DHL for heavier parcels.
Terms & Conditions require the following waiting times from dispatch before a lost parcel claim can be made and a refund processed:
10 Working Days for the UK
20 Working Days for the EU
30 Working Days for the rest of the world
We understand the frustration a delayed or lost parcel can cause but unfortunately, we cannot take further action until this time has passed.
In the unlikely event you are not satisfied with your order, you may return it within 14 days of purchase. The item(s) must be unused and in the same condition that you received it. Items that are used / opened will not be accepted due to hygiene reasons.
To arrange a return or refund, please follow these steps:
- You must email us at email@example.com. Put Returns in the title along with your original order ID. Please detail the items you wish to have returned.
- Please explain if you would like a refund, a replacement, or an exchange.
- Please pack the item(s) securely in the original product packaging. Kindly note that we are only able to exchange or refund goods that are returned to us in their original unopened condition and in a resalable condition.
- You will be responsible for paying for your own shipping costs for returning your item. These shipping costs are non-refundable.
- If the customer is unavailable upon delivery and fails to arrange redelivery or collection, shipping will NOT be refunded once the package is returned.
- If the customer fails to pay import fees, shipping will NOT be refunded once the package is returned. This is advised prior to dispatch.
- You should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item. If we have not received your item we cannot process any refunds.
Returns [Insert Order #], Unit 30, 48 Church Street, London, E15 3HZ, United Kingdom