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FAQs



UK DELIVERY


  • ** Free shipping over £150 **

    Method

    Delivery time

    Cost

    Royal Mail First Class

    2-3 working days

    £3.75

    DPD

    1-3 working days

    £4.50

    Royal Mail Special Delivery

    Next working day before 13.00

    £6.50

    Royal Mail Saturday Delivery

    Saturday before 13.00

    £9.00

    All deliveries within the UK are sent using a trackable service.

    We offer FREE UK delivery, via DPD, for all orders over £150 - added automatically at checkout.

    Timings

    - Royal Mail Special Delivery service applies on orders placed before 4pm Monday - Friday.
    - Orders placed after 4pm will be shipped the following working day.
    - Orders placed on a Saturday, Sunday, or over UK Bank Holidays are not considered working days.
    - Orders placed during these times will be despatched on the next working day.
    - Saturday delivery is not guaranteed unless the Royal Mail Saturday Delivery option is chosen.

    Guarantee

    We work as hard as we can to try to meet all delivery timings, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. On occasion, our warehouse will close on a working day, so will be unable to despatch orders. Notice will be given on the basket and checkout pages of the website. No guarantee of delivery time or day is made on these occasions.
  • You can track your order directly through Royal Mail or Interlink using the tracking number provided in your dispatch confirmation email or by logging into your online Medik8 account and looking at My Orders.

    If you’re still experiencing problems, please either send an email to hello@medik8.com with your order number or phone us on (0)20 8712 6020 and our Customer Care Team will be happy to investigate for you.
  • We’re sorry to hear that. That’s not how we like to do things at Medik8. Please contact our friendly Customer Care Team either by phone on (0)20 8712 6020 or send an email to hello@medik8.com with your order number and we’ll put things right for you as soon as we can.

INTERNATIONAL DELIVERY


  • Medik8 is available all over the world. If you are in the following countries, we have local distributors who can ship to you directly and/or where you can visit a stockist: Australia, the Baltic States, Bulgaria, Cyprus, Czech Republic, Finland, Greece, Italy, Malta, Mexico, Netherlands, New Zealand, Peru, Poland, Spain, Sweden, Turkey and Ukraine.

    For all other countries, we ship internationally via our medik8.com website. Unfortunately, we cannot ship to the USA or Russia at present.
  • We offer the Royal Mail 8-10 working day International service for our overseas customers at a cost of £8.
  • Is there anything more exciting than waiting for a skincare parcel? If 8-10 working days have elapsed and there's still no sign of yours, don't worry. We will need to investigate with Royal Mail on your behalf. Please email us at hello@medik8.com with your order number and we will be glad to help.

ORDERS


  • We’ve all been there - don’t panic. We will do our utmost to amend your order if we can. Orders placed before 4pm Monday to Friday are processed the same day, so do get in contact with us as soon as possible. Call us on (0)20 8712 6020 and our Customer Care Team will try their absolute best to help you.
  • From time to time, we offer discounts on selected products via our medik8.com newsletter. Log in to your account to sign up. Go into My Account by clicking on the person symbol in the top right hand corner of your screen, then choose 'Newsletter Subscriptions' and ensure the 'General Subscription' box is ticked.
  • If you order outside of the European Union, you will have to pay any custom charges and taxes that are applied by your local authority. Orders made within the European Union move freely without any charges.
  • VAT is the purchase tax levied on most goods and services in the UK, including Medik8 products. For those living outside the European Union, UK VAT (Value Added Tax) will be removed automatically from your Medik8 order and it will be itemised on your Order Summary at checkout as £0.

    If you are located within the European Union, UK VAT is applied. For your information, it is itemised on your Order Summary at checkout. No other customs charges will apply to ship within the EU.

  • RETURNS


    • We’re sorry to hear you wish to return a product to us. Please call us on (0)20 8712 6020 or send us an email to hello@medik8.com including your order number, the product(s) to be returned and the reason, and we can provide you with a returns number. Once you have your returns number, please return your product to Pangaea Laboratories, Ventura Park, Old Parkbury Lane, Colney Street, St Albans AL2 2DB.

      If your product was purchased from another retailer, please contact them directly and they will be happy to assist you with arranging a return.
    • We offer a 30-Day Returns Policy

      Purchase direct from Medik8.com with confidence, and definitely no hassle. If you are not completely satisfied with any Medik8 product you receive, you may return it, even if you have tried it. We ask that any product must be returned to us at least half full within 30 days after purchase. When returning any kit item (including any custom CSA kits), you must return the entire set. You will then receive a full product refund or product exchange as you prefer.

      Simply contact us on (0)20 8712 6020 or send us an email to hello@medik8.com for a returns number and upon receipt of your product, we will issue you with a refund. No stress whatsoever. If the goods are being returned because they were incorrectly supplied or there is any faulty product, then of course we will also refund the return postage costs.

      Please note that if you have purchased your Medik8 products via one of our stockists, you will need to arrange your return with them directly in accordance with their own returns policy.

      We reserve the right to amend or cancel this promotional returns policy at any time.


      We are required to inform you of your standard cancellation rights within the EU

      Cancellation Rights: When purchasing products from an EU company, you are legally entitled to cancel your order within 14 days, as per section 8 of our terms and conditions. If you would like to cancel your order, please contact us in writing by post or email and let us know. Perhaps the easiest way is to simply fill out this online form. Return the products in the same condition as they were when they were delivered. Products are returned at your own expense and please retain proof of postage. When the above steps are complete, you will be refunded for the products you have returned to us within 30 days of receipt of your cancellation notice.


    • CSA


      • In 2009, we invented the CSA Philosophy to give everyone the opportunity to achieve Beautiful Skin for Life. Just use a vitamin C plus sunscreen by day, vitamin A by night. That’s it.

        You can read more about our CSA Philosophy here and how our Founder, Elliot, came up with the whole idea on our blog. Or why not get your Medik8 skincare journey started right now with one of our CSA kits?
      • Yes, you can. If you order a vitamin C, sunscreen and vitamin A through our medik8.com CSA kit builder, you will receive a minimum of 12% off RRP of your chosen products plus a FREE full size cleanser (RRP £18). Give it a try here. From time to time, we also send customer offers via our Medik8 newsletter. Make sure you’re subscribed so you can make the most of them. Sign up here

      FINDING & STOCKING MEDIK8


      • Medik8 is a professional skincare brand so you will find us in specialist beauty salons, clinics, medispas and doctors’ offices across the world. We are in around 2000 points of sale globally as well as selected specialist online e-tailers.

        If you are in the UK, you can contact our distributor, Skinbrands, on 0333 014 2434, who will be able to tell you your 5 closest Medik8 stockists. Alternatively, you can fill in their online form here.

        If you are overseas, please fill in our online Contact Us form here and we will forward your enquiry to your local Medik8 distributor who can find out the nearest stockists for you.
      • We’d love to have you on board. We obviously have a few criteria we expect from our stockists like space and visibility for the brand, trained therapists eager to learn about Medik8 and mutually agreed sales targets to ensure we build a profitable, scalable business together.

        If this sounds like what you’re looking for, find the local Medik8 distributor in your country. It is best to email or call them directly to discuss stocking the brand. If you can't find a distributor local to you, please fill in our business enquiry form and someone from the Medik8 team will contact you.

      PRODUCT


      • Nothing beats a face to face consultation with a trained professional. We’d recommend visiting one of our trained Medik8 professionals at your local stockist who can carry out a detailed analysis of your skin and lifestyle and devise a tailored Medik8 programme just for you. Find your local stockist here.

        Alternatively, you can call our Customer Care Team who will be happy to advise you over the phone after a few skincare and lifestyle questions. Call us today on (0)20 8712 6020.
      • Absolutely not. As per the strict requirements of European regulation, we do not test on animals. We will not ask any other company to test on our behalf. We take the matter of checking our supplier compliance very seriously as an integral part of our product development process. We look forward to the day when animal testing is banned worldwide forever. Read more about our product testing policy here.
      • Unfortunately, we are unable to provide medical advice relating to our products. We would advise speaking with your GP or Midwife so that they can give you an accurate recommendation. However, we would recommend ceasing use of vitamin A (retinoids) during pregnancy or nursing. The full ingredients list for each of our products can be found on the product pages of the medik8.com website as well as on the back of each pack.
      • Yes. As of July 2019, every Medik8 product we manufacture is 100% vegan-friendly.

        A word on existing stocks. We are passionate about sustainability and avoid waste as much as possible. So you will be pleased to know we are not throwing away any of the very few non-vegan products that remain in the supply chain. That is very wasteful. So it may take a little time for these products to sell their way through our network of clinics and salons across the world. All products bought through medik8.com (except some kits which are already packed) will be 100% vegan. When all stocks are depleted, every kit will be fully vegan too.

        Of course, we never used any animal ingredients but previously used some by-products like yoghurt extract and these have all been replaced during formula updates in 2019, so now we are completely vegan.

        For your reference here are the formulas which were previously non-vegan:

        Ultimate Recovery Intense - we have removed silk serica (a derivative from the silk worm) and replaced it with allantoin; the natural component in comfrey root. It promotes wound healing, speeds up cellular regeneration and is skin softening.
        Surface Radiance Cleanse - we have removed yoghurt extract. No replacement necessary.
        White Balance Overnight Repair - we have removed Polyglyceryl-3 beeswax which was acting as an emulsifier and have replaced it with 2 new vegan-friendly emulsifiers.
        Advanced Night Restore - we have removed cholesterol and replaced it with a vegan version of cholesterol and phytosterol, a plant-derived version of cholesterol.
        Balance Moisturiser - we have removed non-vegan Lactobacillus and replaced it with vegan probiotics also known as 'Lactobacillus Extract Filtrate' but they are derived from vegetable based fermentation. We still have vegan prebiotics in this formula too.

        You can see if your favourite product is vegan-friendly by looking out for the tick on each product page.
      • To create a beautiful product which we know our customers will want to use every day, we use a low level of essential oils to imbue each formula with a subtle and elegant aroma. We do not use any synthetic fragrance and openly declare our fully natural blend rather than adding simply "fragrance" to the ingredients list so that you can see exactly what goes in.

        The oils themselves are at low levels and with reduced allergens - less than 0.15% in total. We do not support the hypothesis of micro inflammation. As any toxicologist will explain, it is the dosage which is the poison, and we use extremely low levels in our products. The vast majority of our customers are not sensitive to these levels of essential oils and prefer to have a fragrance in their skincare products.

        Anecdotal social media evidence gathered from fragrance-free brands suggests no difference in the general very low occurrence of reports of allergies that we receive - possibly because we use very low levels of any fragrance - and no synthetic fragrances at all.
      • Unfortunately, we don’t offer product samples currently. We encourage you to visit one of our stockists so you can test our products in person. Find your local stockist here.
      • We’re very sorry to hear that and rest assured, this is quite rare. Please ensure you cease use of the suspected product immediately. If you bought the product via medik8.com, please contact our Customer Care Team at hello@medik8.com or call us on (0)20 8712 6020 to discuss your concerns. If you bought via your local Medik8 stockist or another online retailer, please contact them directly for advice.
      • Medik8 is an anti-ageing brand that thinks like a natural brand. We believe strongly in doing our bit to reduce our environmental footprint at every opportunity. We know it’s a value we share with our customers and we just couldn’t do it any other way.

        Actions not words….. We have various ongoing initiatives; some big, some small; to help minimise our environmental impact. It is such a big priority that touches everything we do: from implementing cold manufacturing processes to minimise our energy consumption, to ingredient audits to ensure sustainable sourcing, to 100% recycled PCR plastics, paper and card and even soya ink printing. We really are tackling sustainability head on - in a big way. It’s not just greenwashing. This is serious stuff. Read more about our crusade here.