Skin Pharmacy Reviews 

Appalling Customer Service – Refusing a £293 Refund to a Customer Undergoing Chemotherapy

I am genuinely shocked and deeply disappointed by the way Skin Pharmacy has treated me, particularly as I had been a loyal customer for a number of years.

On 18 June 2026, following my diagnosis of aggressive breast cancer and whilst undergoing chemotherapy, I contacted Skin Pharmacy to cancel my skincare subscription and an outstanding order worth £293.40. I explained that, due to my treatment, I could no longer use their products.

The products had not been dispatched, yet Skin Pharmacy initially refused to refund my money.

Instead, despite being fully aware of my circumstances, they offered me store credit to spend on products I had already explained I could not use.

I subsequently explained that I was facing many months of cancer treatment, that my ability to work had been severely affected and that preserving my financial resources was particularly important.

Their response? They continued to rely on their subscription terms, claiming that because my subscription was in its second cycle, they could not issue a cash refund.

I find this extraordinary, particularly from a company with which I had maintained a customer relationship for a number of years.

I was not asking for charity, preferential treatment or a gesture of goodwill. I was simply requesting the return of my own money for products that had not been supplied.

What makes this particularly upsetting is the complete disconnect between their sympathetic words and their actions. Expressing concern for someone's health whilst refusing to return nearly £300 in these circumstances felt hollow.

It was only after I was forced to formally challenge their position and quote the relevant consumer protection legislation that Skin Pharmacy finally conceded and agreed to refund my money.

Even then, the refund was reduced to remove the subscription discount, which I found particularly disappointing given the circumstances and my years of custom.

Whilst I acknowledge that a refund was eventually issued, the fact that I had to research my legal rights, challenge their contractual position and effectively threaten escalation to my credit card provider to achieve this outcome is unacceptable.

At a time when my energy should have been devoted entirely to cancer treatment and recovery, I was instead having to fight for the return of money that I believe should have been refunded without question.

What disappoints me most is that this was entirely avoidable.

A company that genuinely values its customers should not require a longstanding customer undergoing chemotherapy to invoke consumer legislation before agreeing to a refund for goods that had not been dispatched.

Customer service is not measured by sympathetic emails or carefully worded expressions of concern. It is measured by how a company actually treats its customers, particularly when they are facing exceptionally difficult circumstances.

After years of loyalty, this experience has completely destroyed my confidence in Skin Pharmacy.

The refund was eventually obtained, but only after unnecessary distress, persistence and the threat of a legal challenge.

I would strongly encourage prospective customers to consider this experience before entering into a subscription arrangement with Skin Pharmacy.

I will not be returning as a customer, and I cannot recommend this company.

⭐⭐⭐⭐⭐ 5 Stars – An Absolutely Beautiful Shopping Experience!

Thank you so much, Skin Pharmacy, for your amazing customer service! I honestly cannot express how happy and excited I am with my entire shopping experience. From the beautiful packaging and presentation to the thoughtful extra gifts and samples, everything has been absolutely wonderful!

I recently purchased the Epicutis Lipid Serum, Facial Cleanser and Face Masks, and I was delighted to receive a complimentary Alastin HA gift with my order.

Whenever I shop with a skincare company, I always ask whether they would kindly include a few samples for me to try before committing to full-sized products. I genuinely love discovering new skincare, and when I find something that works for me, I almost always return to purchase the full size.

Unfortunately, some companies have declined even a small additional sample, which has sometimes discouraged me from shopping with them again. However, Skin Pharmacy has been such a refreshing and lovely experience! Not only did they provide wonderful customer service, but they also kindly included an additional sample upon request, alongside the complimentary gift with my order over £200.

It is these thoughtful gestures that truly make a customer feel valued and appreciated. The delivery was excellent, the packaging was beautifully presented, and the entire experience felt so special from beginning to end.

I am genuinely so grateful and incredibly happy with everything. You have absolutely gained a loyal, returning customer, and I am already excited to place my next order and discover more beautiful skincare products!

Thank you so, so much, Skin Pharmacy, for going above and beyond. Your kindness, generosity, attention to detail and exceptional customer service have made this such a beautiful and memorable experience.

I will most definitely be returning to purchase more. Highly recommended! ❤️

Finally found a simple and easy skin care prescription what is delivered same day or next day with everything skin care dreams

I had quite an unusual request with a tight turnaround time which the Skin Pharmacy were able to help with and execute perfectly. Thanks so much for your help and being able to facilitate my order - very much appreciated.

I have been a Skin Pharmacy customer for a number of years and have spent a considerable amount of money with them over that time. Two recent orders (#SP2650081 and #SP2650082) were left in a communal area without my authorisation on 21 August 2026. The company confirmed in writing on 22 August that both were “marked delivered to a safe place that you did not authorize.” Both parcels shared the same Royal Mail tracking number (IV323332450GB) – they were packed and sent together in the same consignment.
Under Section 29 of the Consumer Rights Act 2015, goods remain at the trader’s risk until they come into the physical possession of the consumer or a person identified by the consumer. That never happened. Leaving items in an unauthorised communal area is not successful delivery. Royal Mail’s own Safeplace guidance requires a secure, weatherproof location that is out of sight. A communal area left without customer authorisation does not meet that standard.
Despite their own written admission, refunds were refused. I was told to wait up to 21 working days for a Royal Mail investigation and received almost no meaningful updates during that period. Communication throughout has been poor – slow, circular, and repeatedly focused on secondary issues rather than resolving the undelivered orders. It is now six weeks since the orders were due to be delivered, I still have no resolution, and Skin Pharmacy have stopped responding. I am posting this so other customers are aware.
While the Royal Mail investigation was still open, they contested my Clearpay dispute and secured a decision in their favour. They later claimed both Clearpay and Royal Mail concluded the parcels were “correctly delivered” — directly contradicting their own 22 August statement — then suggested I open an independent investigation with Royal Mail myself. For retailer orders the proper route is for the seller (as the sender) to raise the investigation or claim with Royal Mail, not the customer.
They stated that funds were frozen and refunds could not be processed while any dispute was active, as this was “outside their control.” Yet they later offered to accept the bank dispute and refund one of the two orders as a “gesture of goodwill” — proving they had the ability to process refunds all along. Both orders were identical: same dispatch, same tracking, same delivery issue. Resolving one while refusing the other is not goodwill — it is selective and unequal treatment.
Throughout this period they repeatedly prioritised chasing the return of an incorrectly supplied product from a separate prescribing error (an item that cannot be resold or reused) and even made that return a condition of progress, while payment for goods that were never properly delivered remained outstanding. An earlier Azelaic Acid cancellation also took nearly four weeks to refund despite an explicit promise to process it promptly.
This was not a difficult or unclear case. The company admitted the parcels were left without authorisation from the start, then spent weeks deflecting, contesting disputes early, offering inconsistent partial solutions on only one of two identical deliveries, shifting responsibility onto the customer, and providing poor communication. The legal position under the Consumer Rights Act is straightforward. The handling was not.
After this experience I will never shop with Skin Pharmacy again.

I always use Skin Pharmacy, because they are always helpful, and their prices are very competitive.

My skin care of choice is ZO Medical Grade

Great products and customer service

THANK YOU so much to the customer service team at Skin Pharmacy!! I missed a delivery of my favourite Skin Ceuticals products that I really needed. You could not have been more helpful in making sure I get them the next morning!! I'm so grateful for your immediate desire to help me & get action. Just what you want from a Customer Service team!!

Do not order from this company I ordered a product over £100 did not arrive tried several times to track item supposedly sent by Royal Mail left messages no one actually called me back then when I did get through each time I spoke to someone they had to reach out !! to their shipping department still have not received my product

I made an error with my order. The Skin Pharmacy team sorted out the problem I had created and went the extra mile to make sure I was a satisfied customer. What a very professional company and what first rate customer care. Thank you!

Very good selection of high-end product across a broad spectrum, including a number of niche brands. Excellent customer service, from initial consultation (which I needed for a certain product in the past) to dealing with complex orders. Super responsive and a pleasure to deal with. Thank you!

I ordered online 3 times from Skin Pharmacy. I would say overall I'm happy with original products and quick delivery but they can be a bit more generous on testers. I was disappointed to get my 125 gbp order with no testers at all. I use other retailers based on the product and always get great testers which is a great way to explore different brands/products

I’ve had an exceptional experience with Skin Pharmacy. From the moment you book a consultation to receiving personalised recommendations, the service is professional, knowledgeable, and genuinely focused on finding what’s best for your skin.

What impressed me the most was their incredible same-day delivery. I placed my order and had it delivered the very same day, which is outstanding service.

As someone who absolutely loves skincare and invests a lot in high-quality products, I now buy all of my skincare from Skin Pharmacy. Their team is always helpful, responsive, and happy to answer questions, making every purchase a great experience.

It’s rare to find a company that combines expert advice, outstanding customer service, and such efficient delivery. I couldn’t recommend Skin Pharmacy more highly.

Excellent service from start to finish, and the customer service was outstanding. The staff were helpful and professional. Highly recommended.

Fantastic customer service. Great products. Thank you 🙏

Great online experience. Saved 20% via their Birthday promotion.

Lovely packaging!

Have used Skin Pharmacy for quite a few years now and the customer service is outstanding. If I need advice on skin concerns/products there is always someone to talk to to help and recommend. I would certainly recommend them. I even spoke to them on a Sunday afternoon!! They also have a rewards program which gives you money off future products .

I trusted the advice of your skincare experts, but this product caused significant harm instead of improving my skin.

Within the first few uses, I noticed my skin reacting badly and stopped using it. However, after the team contacted me, I was advised to continue as I was told this was a normal part of the process. Instead, my skin became severely damaged, leaving me with post-inflammatory hyperpigmentation, dark brown, purple-brown, and grey patches, uneven skin tone, and a damaged skin barrier. Over eight months later, the damage is still visible.

I was never warned about how strong the product was, how to introduce it safely, or the risks for darker skin tones. I’ve since spent hundreds of pounds, including seeing a dermatologist, trying to repair the damage. I regret trusting Skin Pharmacy’s advice over seeking medical expertise from the start.

I spent over £200 on products that left my skin far worse than before. As a commercial model, this has affected both my confidence and my work. Based on my experience, I cannot recommend this company.

Excellent customer service