Questions We Get

We changed the name to say the thing plainly: formulas built around one person's skin rather than a category. The old name only made sense to people who already knew us, and it read badly in the four countries we are opening counters in next.

Short ingredient lists, published percentages, and a batch date on every carton. Nothing ships until it has run twelve weeks with a test panel.

The cleanser and the balm suit almost everyone. The two acids are strength-graded, so start at the lower one if your skin flushes easily.

Send a note to the care team from the contact page. Replies come from a person, usually inside one working day.

Nothing you have to act on. Old orders, saved addresses and gift credit all carried across untouched.

Same lab, same two chemists, same suppliers. The only thing that moved was the wording on the front of the box.

Two items ran thin for about a fortnight while cartons were reprinted. Everything is back on the shelf now.

One. The night balm lost its fragrance after enough people asked, and that change was made before the name did.

The product name sits in the same spot in the same size, and the colour band along the base has not moved. Only the mark at the top is new.

No. Refillable glass, published formulas, and no animal testing anywhere in the chain — all of that predates the rename and outlives it.

Three new items land in the spring: a barrier cream, a lighter daily fluid, and a refill pouch for the cleanser.

Yes — checkout works as a guest. An account only saves you retyping an address and keeps your order history in one place.

Ask for a reset link on the sign-in panel. It arrives in a minute or two and stays valid for an hour.

Edit anything from your profile page. A full erasure request is handled within 30 days, as GDPR requires.

Orders placed before 2pm go out the same afternoon. Most arrive in two or three working days, a little longer for the islands.

A tracking link is emailed the moment the label prints, and the same link sits on your order page.

Twenty-two at present. If yours is missing at checkout, leave your email there and we will write when it opens.

Standard is a flat 4.80 and drops to nothing over 45. Overseas rates are worked out at checkout before you pay.

Until it is picked, which is usually about three hours. Write in with the order number and we will catch it if we can.

All the usual cards, plus bank transfer for trade orders. Prices show in your local currency and settle in the same one.

One lands automatically. If you need a VAT invoice with a company name on it, ask and we will reissue it.

Unopened items come back within 60 days. Opened ones we will still look at — write to us and say what went wrong.

Open the order on your account page and pick Send back. A prepaid label comes through by email.

We refund the day the parcel is checked in. Your bank then takes between three and seven days to show it.

Send one photo of the item and the box. A replacement goes out that day and you keep whatever is left in the broken one.

Not within the country you ordered from. Overseas returns cost 6.50, taken off the refund rather than charged separately.

No, and neither do the labs or suppliers we buy from. We do not sell into any market that would require it.

There is a six-question guide on each product page, and a two-week starter set that covers the three routines most people land on.

Yes — a 20-minute video consultation, free, booked from the contact page. You get a written routine afterwards either way.

Many people do, but ask your dermatologist first and patch test on the inner arm for three nights. The full ingredient list is printed on every page.

Four items come in a 15 ml size, and two sachets go in every order at no charge so you can try something new.