Help

Getting hold of us

Email is the only channel, deliberately. One person answers it, and that person knows the products. A chat widget that routes you to a script is worse than an inbox that replies properly.

We aim to reply within one working day. If we are going to be slower than that, we will say so at the top of this page rather than let you wonder.

Contact details are on the contact page.

Before you write, these might help

My order has not arrived

Check whether your order was split. If it contained products held by two suppliers, it ships in two parcels and they can arrive days apart. Your dispatch email says which. If a parcel is more than three working days past its estimate, email us and we will chase the carrier — do not wait for it to sort itself out.

Something arrived damaged or leaking

Photograph it before you clean anything up, then email us. We will replace or refund it and we pay the return postage. You do not need to send a leaking bottle back through the post.

I want to return something

You have 14 days from receiving it, and if your order came in more than one parcel the clock starts from the last one. Sealed cosmetics with the seal broken cannot come back, for hygiene reasons — that means the seal on the product, not the box. Full terms are in our refund policy.

The routine you recommended is not working

Tell us. Genuinely. Four weeks is the earliest point at which a routine has had a fair go, but if something is stinging, breaking you out, or making things visibly worse, stop using it and email us before you buy anything else. We would rather refund you than have you spend more money on our advice.

Can I use this with my prescription?

We cannot answer that, and anyone selling cosmetics who does answer it is guessing. Ask your pharmacist or the doctor who prescribed it. We are happy to send you the full ingredient list for anything so you can take it with you.

Is this authentic?

Everything we sell comes from distributors who can evidence the chain back to the brand. We ask for a CPNP notification reference and a named EU Responsible Person for every product before we list it. If we cannot get both, the product does not go on the site.

Do you offer samples?

Not yet. When we do, they will be chosen for your skin rather than whatever we have surplus of.

What we cannot help with

We cannot diagnose a skin condition, tell you whether a mole has changed, or advise on prescription treatments. If something on your skin is painful, spreading, bleeding or not settling, please see a pharmacist or a doctor. We are a shop, and we would rather say that plainly than be helpful in a way that is not.