FAQ / Help Center

If you’ve placed an order, you can track it on our Track Your Order page .

We ship with the following couriers:

• 📮 UK: Royal Mail
• 🇺🇸 US: USPS
• 🇪🇺 Europe: GLS, Correos Express, USPS

You’ll also receive email updates as your order is processed and shipped.

If your order hasn’t arrived, please check the tracking details first. If there’s still an issue, contact us and we’ll assist you.

We’re sorry for the inconvenience. Please get in touch with our team:

📧 help@skinchemists.com
📞 020 8132 9188

We’ll resolve the issue as quickly as possible.

We’re really sorry about this! Please contact us with:

• Your order number
• Clear image(s) of the damage or fault

📧 help@skinchemists.com
📞 020 8132 9188

This will allow us to assist you without delays.

Returns are free for UK customers. For EU & US customers, return shipping costs apply. To request a return, please contact us with:

• Your order number
• Name of the item(s) you wish to return

Refunds are processed within 3–7 business days after receiving your return.

We dispatch orders promptly, so changes or cancellations aren’t always possible. If your order hasn’t shipped yet, please contact us with:

• Your order number
• New address (if applicable)

We’ll do our best to accommodate your request.

We don’t have set restock dates. When products return, we send email notifications. Sign up for our newsletter to be the first to know.

Please provide:

• The discount code you’re trying to use
• A screenshot of where you found the code and the offer details (if possible)

Our team will verify and assist you.

We don’t provide free samples, but if you join our Reviewers Programme you’ll gain access to upcoming skincare innovations at a fraction of the price, while helping us test, refine, and develop the next generation of science-backed products.

If you’re an influencer, feel free to apply to collaborate with us via our Influencer Collabs page .

Take our Skincare Quiz to find the best products tailored to your skin type. Click the link to get started.

It’s easy to make changes to your details, whether it’s your payment information, password or address book. Log in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.

Don’t worry — if you visit our log-in page and select Forgotten your password? you can enter the email address registered and we’ll send you instructions on how to reset it.

If you're experiencing issues at checkout:

• Try a different payment method
• Switch browsers
• Clear your cache and cookies

If the issue persists, contact us and we’ll assist you directly.