Why should I use IMAGE Skincare products?

We are a clinical skincare brand, powered by safe, proven ingredients and smart botanicals – for your healthiest skin, ever. We cut out what your skin doesn’t need, we source everything with intention, and we don’t test on animals.

How do I choose IMAGE Skincare products that are right for me?

There are several ways to choose your products.
You may shop by skin concern under our “Skincare” tab online to browse products for particular concerns.

For the most personalised recomendations, we encourage you to speak to our qualified therpaist represntative by calling 0345 504 0461

Where can I find the lists of ingredients online?

Full ingredient lists for each product can be found under the “Ingredients” tab on any individual item’s product information page.

Does IMAGE Skincare test products on animals?

No. we do not test our products on animals.

Are IMAGE Skincare products paraben free?

Image Skincare is dedicated to providing safe and effective products without the use of controversial preservatives such as parabens.

Are IMAGE Skincare products safe to use during pregnancy?

We recommend speaking with your healthcare professional to determine if you should use any of our products while pregnant.

Why should I visit a spa to see a licensed professional?

We always recommend visiting a spa or licensed skin care professional to complete your full skin care diet. Your at home regimen of products will assist you in achieving the skin goals you desire, however, visiting with a professional for a treatment whether it be a facial or chemical peel will only enhance and improve the results you may be seeing at home.

Are IMAGE Skincare products safe to use when going through chemo therapy or other health treatments?

We recommend speaking with your healthcare professional to determine if you should use any of our products while you are going through any health-related treatments.

What should I do if I have an allergy to an ingredient that is in a product I purchased?

If you have a known allergy to an ingredient, please do not use the products without consulting with your medical professional.

Why should I become an account?

By creating an account you'll gain insider access to new product launches, exclusive shopping offers, order history, and much more. Start here.

How do I reset my password?

Don't worry, if you have an active account and your email is recognised in our system, you can request your password by navigating to the My Account Page, and clicking on the "Forgot Password" link located under the "Returning Customers" section.

How do I change the address, phone number or email on my account?

You can update your account information by Clicking Here or you can call one of our Customer Care representatives at 0345 504 0461

To change the address associated with your autoship replenishment service, please call one of our Customer Care representatives at 0345 504 0461

How do I unsubscribe from IMAGE Skincare emails?

To unsubscribe from our email newsletter, simply click the unsubscribe link at the bottom of any IMAGE Skincare email.

What is the status of my order and how can I track it?

Orders are typically processed and shipped within 3-7 business days. Please check your email for shipping and order confirmation. Your tracking number will be automatically emailed to you after your order has shipped. Registered users may also login to My Account to view order status and history.

I forgot to order an item. How do I add to my order?

Our orders are fulfilled quickly, please contact our Customer Care Representatives within 1 hour of your order being placed M-F 9AM - 5PM to see if one of our representatives are able to add that item to your order for you.

How do I cancel my order?

In order to cancel your order please call our Customer Care Centre at 0345 504 0461 to speak with one of our representatives M-F 9AM to 5PM. If you wish to cancel your order during hours we are closed please email at info_uk@imageskincare.com.

My order shows as being delivered, but I did not receive it. What do I do?

First check on your front or back porch, perhaps a neighbours house, as sometimes the carrier may leave the package hidden to prevent it from being stolen. If you have tried that and can't locate your package, please contact our Customer Care Center at 0345 504 0461 for assistance with your missing package.

I am not going to be home when my order arrives. What should I do?

Please contact the carrier directly to have your package either held or redelivered to another address. You can log into your IMAGE Skincare account to locate the tracking information for your order. If your order is being delivered by FexEx you can sign up for text alerts for your specific order by selecting the track your package link.

I do not want my skincare left outside of my door if I am not home. What can I do?

You can log into your IMAGE Skincare account to locate the tracking information for your order. If your order is being delivered by FedEx you can sign up for text alerts for your specific order by selecting the track your order package link. Please contact the carrier directly to have your package either held or redirected to another address.

I wanted to order something that is showing out of stock. Can I back order the item?

We currently do not accept back orders for out of stock items.

How do I get a receipt for an order I placed previously?

You can log into your IMAGE Skincare account and go to my order history. Locate the order you are looking for and select print.

What are shipping options and costs?

We currently offer Free Shipping on all orders.

Can I ship to a P.O. Box or APO/FPO address?

No, at this time we do not ship to P.O. Box or APO/FPO addresses.

How do I qualify for free shipping?

All orders over £100 qualify for Free Standard UK Shipping.
You also receive free shipping when signing up for auto replenishment of your IMAGE Skincare products.

My shipment arrived and it is damaged. What do I do?

We sincerely apologise if you received any damaged items. Please contact our Customer Care Department at 0345 504 0461 and one of our Customer Care representatives will be able to assist you with your replacement or you can email us at info_uk@imageskincare.com.

What is IMAGE Skincare's return policy

How to end the contract with us (including if you have changed your mind)

Tell us you want to end the contract. To end the contract with us, please call customer services on 0345 504 0461 or email us at info_uk@imageskincare.com. Please provide your name, home address, details of the order and, where available, your phone number and email address. Alternatively, print off the cancellation form at the end of these terms and conditions and post it to us at the address on the form.

Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must call customer services on 0345 504 0461 or email us at info_uk@imageskincare.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract.

When we will pay the costs of return. We will pay the costs of return:

if the products are faulty or misdescribed; or

if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. Most returns collected by us from your home are charged at £ 3.95 per collection. If the costs of collecting the product from you is going to be higher than that amount, we will notify you about it at the time of arranging the collection.

How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below and will only refund the delivery costs if you return the whole of your order to us.

Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

If we have not offered to collect the product, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 2.

In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

 

If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0345 504 0461 or write to us at info_uk@imageskincare.com or Image Skincare, Venture House, Parklands, Railton Road, Guildford, Surrey, GU2 9JX.

Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract.

Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0345 504 0461 or email us at info_uk@imageskincare.com for a return label or to arrange collection.

What are my payment options?

We accept payment with Mastercard or Visa credit and debit cards at the time of placing your order. If for any reason we are unable to accept your order, we will arrange a refund to the same card account within five working days.