Refund policy
Damaged or Faulty Items
If your order arrives in a condition that is not as it should be, contact us as soon as possible with the following: your order number, photographs of the damage or fault, and a list of the affected products.
We will arrange either a free replacement or a full refund — your choice. No return required. No lengthy process.
Unwanted Items
Due to the bespoke nature of our products — produced and labelled specifically per order — we are unable to accept returns on unwanted items.
Before ordering, use the Find Your Skin Protocol tool to identify the correct system for your skin. It exists precisely to prevent the wrong purchase.
If you have a question about which product is right for you, contact us before you order.
Customs Charges
Orders to the UK are shipped under DAP (Delivered at Place) terms. Customs duties and VAT are not included in your checkout total and may be charged at the UK border before delivery.
This is disclosed at checkout. If a customs charge feels disproportionate to your order value, contact us. We deal with these individually and will always find a resolution.
Contact
For any issue with your order, contact us directly.
We respond to all order-related queries within one working day.