Frequently Asked Questions

Most Asked

Currently, we only ship to UK addresses. If you are looking to ship to the U.S., please shop at www.slmdskincare.com.

No changes can be made to an order once it has been submitted. Please make sure all information is accurate prior to placing your order. SLMD Skincare is not responsible for any packages sent to incorrect locations.

The best way to access your tracking number and track your order is to log into your account. There, you can view your orders and order number. Your order number will also be in your order confirmation email.

If you don’t have an account, you can enter your email and tracking number on this page to get the latest update on your shipment.

If you’ve received a confirmation that your order is on it’s way but no tracking number, there’s nothing to worry about — it usually takes 1-2 days for tracking information to be assigned and posted to your account.

If you didn’t receive a confirmation e-mail, we recommend that you first check your credit card statement, PayPal account or bank account to make sure the order was processed. If you don’t see a charge from us then your order most likely didn’t go through and you simply need to place a new order.

Sometimes spelling errors or typos in an email address can lead confirmation emails to go to the wrong place. If you haven’t received any email communications from SLMD Skincare, try logging into your account and double checking your email address by editing your account info. If you have problems logging in, please contact customer service via this form and we’ll make sure to address the problem for you.

Tracking numbers are sent as soon as your order leaves our warehouse, and orders are typically shipped out 1 to 2 business days (excluding holidays) after they've been placed. If it's been a few days and you still haven’t received your tracking number, please log in to your account to see if the number has posted there. If it hasn’t, you can contact customer service via this form and they will investigate for you.

We accept returns of unused, unopened merchandise within 60 days of the original purchase. For full details about making returns, please see our shipping and returns page.

In the UK, SLMD Skincare is only available online at this time. Please be aware that if you purchase any SLMD Skincare products from any unauthorized sellers (such as eBay and Amazon) we cannot confirm the validity of these products and thus cannot take any responsibility for any issues that may occur.

We’re sorry to hear that you are experiencing irritation from our products. Because our treatments contain active ingredients that your skin may need to adjust to, some redness or sensitivity initially may be normal. If you feel that your sensitivity has been prolonged or is sticking around, we recommend that you start to use the products every other day (in particular the Retinol Serum) until your irritation/discomfort improves. If cutting back on daily use doesn’t help and your conditions do not improve or continue to worsen, it may be best to stop using the products.

Billing & Payments

We accept PayPal, Visa, and Mastercard.

Orders & Shipping

In the UK, SLMD Skincare is only available online at this time. Please be aware that if you purchase any SLMD Skincare products from any unauthorized sellers (such as eBay and Amazon) we cannot confirm the validity of these products and thus cannot take any responsibility for any issues that may occur.

Currently, we only ship to UK addresses. If you are looking to ship to the U.S., please shop at www.slmdskincare.com.

Due to the nature of some of our ingredients, we cannot ship our products internationally and do not ship to freight forwarders addresses. We reserve the right to cancel all orders shipping to a freight forwarder.

Yes, as long as your shipping address is in the United Kingdom! If you plan on placing and receiving your order while visiting the United Kingdom, be sure to allow enough time for shipping/delivery. If you plan on sending to a hotel address, it’s best to contact them ahead of time to ask if they require any special delivery notes/instructions for the order.

No changes can be made to an order once it has been submitted. Please make sure all information is accurate prior to placing your order. SLMD Skincare is not responsible for any packages sent to incorrect locations.

The best way to access your tracking number and track your order is to log into your account. There, you can view your orders and order number. Your order number will also be in your order confirmation email.

If you don’t have an account, you can enter your email and tracking number on this page to get the latest update on your shipment.

If you’ve received a confirmation that your order is on it’s way but no tracking number, there’s nothing to worry about — it usually takes 1-2 days for tracking information to be assigned and posted to your account.

If you didn’t receive a confirmation e-mail, we recommend that you first check your bank account to make sure the order was processed. Sometimes spelling errors in e-mails can lead confirmation e-mails to go to the wrong place. If you don’t see a charge from us then your order most likely didn’t go through and you simply need to place a new order. Tracking numbers are sent as soon as the order leaves the warehouse so it might take a few days for your order to process, especially if you placed it over the weekend. If it's been a few days and you still haven’t received your tracking number, please contact customer service and they will investigate for you.

Orders placed on during regular business hours (BST) are usually dispatched on or before the next business day. If you notice there has been a significant delay in the dispatch of your order, please confirm all your order details are accurate as orders may also be delayed if credit, shipment info, shipment address or other information provided with your order is either incomplete or questionable. Once a package leaves our warehouse, delivery time is generally out of our control but typically should take no more than 3-4 business days (standard shipping). Please contact customer service if your order is significantly delayed.

SLMD Skincare uses third party delivery services, most orders being shipped via Royal Mail. You can find the specified carrier in charge of your delivery in your tracking information. If you haven’t already received your package, check with them first! If you need any further assistance, you can reach out to customer service at ukservice@slmdskincare.com and we will help you file a missing package request.

If you have received an order that has been damaged, please contact us via our contact form, and be sure to attach an image of the damage. We will contact you back with next steps.

Using Our Products

If you are pregnant or breastfeeding, please consult with your physician before using SLMD Skincare products.

SLMD Skincare products were designed to help people of all ages and skin types. We recommend that children under the age of 12 be consulted first by a paediatrician.

SLMD Skincare Systems are formulated to complement each other for the best results but it is possible to use in conjunction with other anti-blemish products/medications.

If you are on any prescription topical and/or oral medications, we ask that you consult your physician prior to using SLMD Skincare.

SLMD Skincare facial products like Blemish-Prone Skin System are formulated with ingredient levels that are to be used on the face. However, we cannot guarantee that our facial products will be compatible or effective on the body. Please use discretion and patch test to ensure a reaction does not occur. If you are experiencing any reaction symptoms, discontinue use immediately. We do offer body specific products and systems such as the Body Smoothing System.

Our body products are formulated specifically for use on the body, with higher concentrations of active ingredients, so we do not recommend using them on your face.

We recommend that you consult your physician prior to using SLMD Skincare products if you have any of these skin conditions.

Yes, SLMD Skincare products are safe to use if you have melasma. However, it is absolutely imperative to use sun protection whether you are using SLMD Skincare products or not! Ingredients such as retinol can make the skin especially sensitive to the sun and can, therefore, result in even darker spots if sun protection is dismissed.

The SLMD Skincare Blemish-Prone Skin System contains products that are formulated to treat all types of blemishes!

Yes! For those with sensitive skin, we encourage you to try the Blemish-Prone Skin System — a special set that works hard to fight blemishes for even the most sensitive skin types..

For dry skin, the SLMD Skincare Facial Moisturizer features a lightweight formula that will help nourish and moisturise your skin. For skin that is extra dehydrated, Skin Drink, formulated with squalane, quickly restores hydration deep within skin..

While some people see results within the first few weeks, others may not start seeing results until the 6-8 week mark. This can be completely normal as your skin is adjusting to new products. However, it is hard to predict what will be the case for you because everyone is different. We recommend giving any new skincare routine at least one month before deciding whether it is the right regimen for you.

SLMD Skincare is designed to be simple to use. We have put together the following general guide that outlines where each SLMD Skincare product would be used with each other.

FOR THE FACE:

  • Cleanse with a face wash (Salicylic Acid Cleanser)
  • Treat (Sulfur Lotion, Retinol Serum (nighttime only))
  • Serum (Skin Drink)
  • Moisturise (Facial Moisturizer)

    • FOR THE BODY:

      • Cleanse/exfoliate (Salicylic Acid Body Wash, Glycolic Acid Body Scrub)
      • Moisturise (Glycolic Acid Body Lotion)

About SLMD Skincare

All of our products are manufactured in the United States and distributed from our warehouse in Glasgow, Scotland.

We are not offering product samples at this time but you can sign up for our newsletter to be the first to know of any updates.

We do not claim our products to be vegan at the moment.

Returns

We are unable to intercept or make any changes to an order once it has been placed and processed by our warehouse. All orders are processed as soon as they are submitted to get your order on its way as soon as possible.

If you believe your bottles to be defective, please contact customer service detailing the nature of the defect and they will work with you to get a replacement sent out.

To be eligible for a return, please make sure that:

  • The product was purchased in the last 60 days
  • The product is in its original packaging
  • The product isn’t used or damaged
  • You have the receipt or proof of purchase

Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for paying the cost of shipping and for the risk of loss or damage to the product during shipping, both to and from SLMD Skincare. Please visit our returns and refunds policy page for more information at http://slmdskincare.co.uk/shipping-returns

If you have received an order that has been damaged, please contact us via our contact form, and be sure to attach an image of the damage. We will contact you back with next steps.

Unfortunately, we do not offer a money-back guarantee option at this time. We cannot guarantee that our products will be effective for all as everyone has different skin types. We do our best to provide extensive information about our products and ingredients so that customers may make informed decisions prior to making their purchase. Any products that are returned must be sealed and unused, also in their original packaging.

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