Frequently Asked Questions
General FAQs
Are the products on your website authentic?
Are the products on your website authentic?
Yes — we only stock 100% authentic products sourced directly from authorised distributors or official brand partners. We never sell grey-market or resold items.
Do you offer advice on choosing the right skincare?
Do you offer advice on choosing the right skincare?
Absolutely. If you’re unsure which product suits your skin type or concern, our support team can guide you with personalised recommendations.
Do you ship across the UK?
Do you ship across the UK?
Yes. We deliver throughout the UK with tracked and reliable shipping options.
How long will my order take to arrive?
How long will my order take to arrive?
Most orders are shipped within 1–2 business days. Delivery times may vary depending on location and courier schedules.
What payment methods do you accept?
What payment methods do you accept?
We accept major debit and credit cards, PayPal, and other secure checkout options available at the payment stage.
Can I return or exchange a product?
Can I return or exchange a product?
Please see our Refund Policy for the full return conditions, timelines and refund process.
In general, products must be unused, unopened, sealed and in their original packaging. Opened skincare or personal-care products cannot be returned for hygiene reasons unless the item is faulty, damaged on arrival or incorrect.
To request a return, please email orders@skincareshop.co.uk with your order number before sending any item back. Items sent back without first contacting us may not be accepted.
What should I do if my order arrives damaged or incorrect?
What should I do if my order arrives damaged or incorrect?
Please contact us within 48 hours with your order number and photos. We’ll resolve the issue as quickly as possible.
Product & Skincare FAQs
What’s the difference between medical-grade and regular skincare?
What’s the difference between medical-grade and regular skincare?
Medical-grade (professional) skincare contains higher concentrations of active ingredients and is backed by clinical research. These formulas target specific concerns such as pigmentation, acne, ageing and sensitivity more effectively than standard retail products.
Are your products suitable for sensitive skin?
Are your products suitable for sensitive skin?
Many of our products are formulated for sensitive and reactive skin. Check category filters such as Sensitivity or ask us for personalised advice.
Can I use multiple active ingredients in my routine?
Can I use multiple active ingredients in my routine?
It depends on your skin type and goals. Some actives pair well (like niacinamide + retinol), while others should not be used together (like vitamin C + strong exfoliants). Contact us if you’d like guidance.
Should I patch test new products?
Should I patch test new products?
Yes. We always recommend patch testing before introducing new active ingredients, especially acids and retinoids.
Brand FAQs
What’s the difference between Obagi and other professional brands?
What’s the difference between Obagi and other professional brands?
Obagi focuses on long-term skin transformation using medical-strength ingredients, while other brands may target specific concerns with different technologies.
Are DermaQuest products safe for home use?
Are DermaQuest products safe for home use?
Yes — home-care products are formulated for safe daily use. Professional-strength peels require an aesthetic practitioner.
Can I combine SkinCeuticals serums with other brands?
Can I combine SkinCeuticals serums with other brands?
Most SkinCeuticals serums pair well with other professional skincare. However, vitamin C and retinol combinations should be used with care.
Account & Ordering FAQs
Do I need an account to place an order?
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders and receive exclusive offers.
I forgot my password. What should I do?
I forgot my password. What should I do?
Use the “Forgot password” button on the login page to reset it.
How do I use my discount code?
How do I use my discount code?
Enter your code at checkout. If it doesn’t apply, check expiry dates or minimum order requirements.
Shipping & Delivery FAQs
Do you offer free shipping?
Do you offer free shipping?
Free shipping may apply during promotions or for orders above a certain value. Check our delivery page for details.
How do I track my order?
How do I track my order?
You’ll receive a tracking link once your order has been dispatched.
Do you ship internationally?
Do you ship internationally?
Currently we ship only within the UK
Safety & Ingredient FAQs
Are your products cruelty-free?
Are your products cruelty-free?
Many brands we offer follow cruelty-free standards, though this varies.
Are your products safe during pregnancy or breastfeeding?
Are your products safe during pregnancy or breastfeeding?
Some active ingredients (like retinoids and strong acids) should be avoided. Always consult your healthcare provider before use.
Do you list full ingredients on your website?
Do you list full ingredients on your website?
Yes — every product includes a detailed ingredients list and usage instructions.
Website & Support FAQs
Is my payment info secure?
Is my payment info secure?
Yes. Our website uses encrypted, industry-standard security to protect your data.
How do I contact customer support?
How do I contact customer support?
You can reach us via email or the contact form. We typically respond within 24 hours.
Do you offer samples?
Do you offer samples?
Samples may be included with select orders depending on availability.
Do you have a loyalty or rewards programme?
Do you have a loyalty or rewards programme?
We do not currently operate a loyalty or rewards programme. Any discounts, gift-with-purchase offers or promotional codes will be displayed clearly on the website or at checkout.
How do I unsubscribe from emails?
How do I unsubscribe from emails?
Click the “unsubscribe” link at the bottom of any newsletter.