Our Pledge to You

We know that starting new skincare can be daunting - and we want to support you making that life changing move towards clearer, brighter skin (and a happier you!) by offering you our pledge when you shop Dr Sam’s Skincare.

If you’re not delighted with our products in any way in the first 60 days, we’ll happily make it right - or fully refund you (not including shipping).

Returns Made Easy

Simply email our Customer Service team at [email protected] with your order number and the item(s) you’d like to return within 60 days of purchase, please also provide a brief explanation of why you'd like to return this item. 

Please send your return to the following address:

Dr Sam's, Studio 304, Great Western Studios, 65 Alfred Road. London, W2 5EU. 

You can return products from two orders in the same package, but please include a note with the order numbers and the corresponding products for each order. When sending the item(s) back, please use a tracked service, as we can’t take responsibility for any lost, delayed, or damaged packages. We do not issue pre-paid return labels. 

Important Notes:

• Proof of Postage: Retain your proof of postage; we won’t be able to issue a refund if your return goes missing without it.
• Shipping Fees: Please note that shipping fees are non-refundable, including both original and return costs.
• Purchases at Sephora: If the item(s) were purchased online at sephora.co.uk or in-store at Sephora, please contact Sephora’s customer care team directly, as we cannot process returns or refunds for these purchases.

Once we receive your return and confirm it has the necessary details, we’ll send you an email to confirm its arrival. Refunds are typically processed within 5-14 working days and will be issued via the original payment method. Please allow an additional 7-10 working days for the credit to appear in your account.

If you have not received a refund confirmation email once the 14 days have passed, please get in touch with a picture of your proof of postage and we'll be able to look into this for you. 

For Our International Customers:

Duties and taxes are collected by your local government when your order arrives, not by Dr Sam’s Skincare, so we can’t reimburse those expenses.

Additional FAQ's

Can I return a gift?

Gifts can be returned, but we will need the order details of the person who initially placed the order, this can include the order number, the person's email address, or the delivery address. Please email us at [email protected].

Can I exchange an item?

No, products cannot be exchanged. If you are unhappy with an item, or have ordered the incorrect item, you are welcome to return it via our 60 day Happiness Pledge.