FAQs

1. Product-related Questions:

Q: What skin types are your products suitable for?

A: Our products cater to all skin types: oily, dry, combination, sensitive, and normal. Each product page specifies which skin type it's most suited for to help guide your choices.

Q: How do I know which products are right for my skin concerns?

A: Each of our product descriptions includes details about its benefits and which skin concerns it addresses. If you need personalised recommendations, please contact our skincare specialists.

Q: Are your products cruelty-free/organic/vegan?

A: Absolutely! We're committed to ethical skincare. All our products are cruelty-free, and we offer a wide range of organic and vegan options.

Q: How should I store my skincare products?

A: It's best to store skincare products in a cool, dry place away from direct sunlight to maintain their efficacy.

Q: Do you offer sample sizes or trial kits?

A: Yes! We offer trial kits for many of our best-selling products. Check out our "Sample Kits" section for more details.


2. Usage & Safety:

Q: How do I use [specific product] correctly?

A: Each product comes with detailed usage instructions on the packaging. You can also find guidelines on the individual product page on our website.

Q: Are there any potential side effects to using [specific product]?

A: Our products are formulated for maximum skin compatibility. However, always conduct a patch test first. If irritation occurs, discontinue use and consult a dermatologist.

Q: What should I do if I experience an allergic reaction to one of the products?

A: Discontinue use immediately and consult a dermatologist. Please let us know, so we can guide further.

Q: Can I use multiple products together?

A: Yes, many of our products are designed to complement one another. If you need guidance on product layering or combinations, get in touch with our skincare specialists.

Q: Are your products safe for pregnant or breastfeeding individuals?

A: While many of our products are safe, we recommend consulting with a healthcare professional to discuss any specific items you're considering.


3. Ordering & Shipping:

Q: How long does it take to process an order?

A: Orders are typically processed within 1-2 business days.

Q: What shipping methods do you offer, and how long do they take?

A: We offer standard and express shipping. Standard shipping takes 3-5 business days, while express takes 1-2 business days.

Q: Do you offer international shipping?

A: Yes, we ship worldwide. Shipping rates and times vary by country.

Q: What's the minimum order value for free shipping?

A: All orders over £200 qualify for free shipping.

Q: Can I track my order? A: Yes, once your order is shipped, you'll receive a tracking number via email.


4. Returns & Refunds:

Q: What is your return policy?

A: We accept returns on unopened products within 30 days of purchase. Please visit our Returns & Refunds page for detailed information.

Q: How do I initiate a return?

A: Contact our customer service with your order number, and they'll guide you through the process.

Q: I received a damaged product. What should I do?

A: We apologise for the inconvenience. Please send us a photo of the damaged item, and we'll send a replacement or process a refund.

Q: How long does it take to process a refund?

A: Refunds are typically processed within 7-10 business days.


5. General:

Q: Are your products suitable for professionals in the aesthetic industry?

A: Absolutely! Many professionals trust our products for their quality and efficacy.

Q: Where can I find detailed information about the ingredients used?

A: Ingredient lists are available on each product page. If you have specific questions about any ingredient, feel free to contact us.