We understand that sometimes mistakes are made when buying our products. If you change your mind for any reason
Please contact our Customer Service team via email or phone prior to returning your product and we can initiate a returns process.
We will ONLY refund you for any unopened items returned to us within 14 days of receiving the goods. Customers will be responsible for the cost of the returns postage. We will charge £3 restocking fee for each returned item. We will NOT accept returns of used, opened or unsealed items. Only sealed, unused products can be returned to us for a refund.
Damaged or faulty items
Please inform us of any damaged or faulty items as soon as you can by email: firstname.lastname@example.org
or phone :0116 2514848 before returning the item.
If you think you have a faulty pump:
With some of the pumps the airlock just needs releasing, so if you get in touch before returning the pump we can explain how to get the pump working.
Addresses that are incorrectly entered, resulting in lost or undelivered packages will result in additional costs. Please ensure the address is accurate before confirming your order. We accept no liability for innacurate delivery addresses. In the case of a parcel being returned due to an incorrect delivery address being provided OR the customer NOT collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are as follows; £3 for UK delivery, and up to £14.95 for international deliveries outside the UK .
Reactions to Products
Please note that we are not responsible for any adverse reaction from any product(s) that we sell. Please be sure to read the manufacturer's leaflet which come with most products we offer to see if they are likely to cause you a problem.
In case of an adverse reaction we recommend that you visit your doctor in the first instance as we are unable to give you professional medical advice.
Please read the directions on the product or on the product page on our website and perform a patch test prior to use. Please ensure that you introduce your product slowly to prevent any adverse skin reactions.
If unsure contact our Advice Team: email@example.com
If you have very sensitive skin or prone to skin reactions please contact firstname.lastname@example.org, as we may be able to send you a product sample to try first.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this by phone or email to Kate our Skincare Advisor:
Email: email@example.com Phone: 0116 2514848
In some cases these reactions are normal when starting new products, so please get in touch before returning your product. You will be required to complete a comprehensive Adverse Reaction Form and send a photograph of the reaction (In some cases this will then be sent back to the manufacturer).
Once we have received all of the above we will be in touch.
Please note that all skin reactions to SkinCeuticals products or faulty SkinCeuticals products need to be reported directly to L'Oreal as this is their policy
L'Oreal Contact Details Below:
0800 028 2331 (UK) / 1800 088 2516 (ROI)