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FAQ

Please note further information can be obtained by reading our terms and conditions and shipping, returns and refund policy.

No! we at Prime Aesthetics have an ethical policy towards all our product development which includes testing on animals, packaging and carbon foot print.

We only use the very best quality formulation clearly labelled on each product to hopefully deliver great results to you. Our active ingredients are pharmaceutical grade and although they have been fully tested to be compliant, all our products should be used strictly as instructed and are sold inline with our terms and conditions. If, in the very rare occasion our product does not agree with you then please stop using it.

Once your order has been placed, you will receive a confirmation email with an order number. If you don’t receive this please email within 24 hours, please contact our client care team at shop@primeaesthetics.co.uk.

Once your order has been placed, you will receive a confirmation email with an order number. If you don’t receive this please email within 24 hours, please contact our client care team at shop@primeaesthetics.co.uk.

Visa Debit, Visa Credit, Mastercard, Maestro, JCB

Your card will be charged as soon as your order is placed.

If you don’t have an account, be sure to sign up and you’ll receive 10% off your first order as a thank you! If you do have an account, select login and then under primary shipping address select “View Addresses”, then select “Add a New Address” on the next page.

In an effort to prevent unauthorized re-selling, fraud etc. we may limit the amount of some our products can be bought. The amount will dependent upon the product and or item in question. Please email shop@primeaesthetics.co.uk if you wish to discuss a bulk order.

We currently ship within the mainland United Kingdom only.

Orders are shipped and delivered Monday through Friday, excluding major holidays. Our standard delivery window is 2-5 business days. We are working on being able to offer next day shipping. Please check back for updates.

Shipping is £3.95 or free with orders over £40.

Please wait 24hrs from when you receive the tracking number as it does not activate until it’s picked up by the delivery company. If it’s still not working, please contact shop@primeaesthetics.co.uk with your name and order number.

Please refer to your tracking details and if you need further help, email our customer service team on shop@primeaesthetics.co.uk

Please check your order confirmation email. This will tell you how long your order should take. You will receive a tracking reference which you can use to monitor the delivery.

Please notify us immediately at shop@primeaesthetics.co.uk full details can be found in our shipping, returns and refund policy.

If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside. Please contact us immediately at shop@primeaesthetics.co.uk please refer to our shipping, returns and refund policy for full details.

Yes! Please contact us immediately via shop@primeaesthetics.co.uk. If the order has yet to ship, we will make every effort to cancel/adjust the order before it leaves our warehouse. In the event that the order ships before we’re notified or are able to retrieve it, we will be unable to make any changes to your order or its destination. At this point, we recommend refusing the delivery, and in line with our shipping, return and refund policy we will provide you with a full refund when it is returned to minus the shipping and packaging cost.

We want you to love your purchase, so if you are not totally satisfied, please email shop@primeaesthetics.co.uk and explain the circumstance. We are happy to return, exchange or refund in line with our shipping, return and refund policy.

While we understand that sometimes it takes a few tries to realize a product isn’t right, we will not accept returns or exchanges for any items once opened. Unless it meets the conditions set out in our shipping, returns and refund policy.

We are unable to process returns for our retail partners such our clinic store. We encourage you to contact the retailer directly to inquire about their return policy. If you bought it at our clinic store then please contact them directly.

If the item was originally purchased through our online shop you can return or exchange per our usual shipping, return and refund policy. We will need either your order number or the email address the order was originally placed under for verification purposes.

Please allow 3-5 business days for inspection upon receipt of your return. Following inspection, we’ll notify you as to whether or not the criteria for a full or partial refund have been met. Please allow 5-7 business days for your refund to post to your account once it has been approved. Although please note it could take up to 30 days.

Although we try our upmost to deliver a good customer experience and satisfaction, we do understand you may wish to make a complaint. If you have a complaint about our online service or product(s) please contact our customer care team via shop@primeaesthetics.co.uk stating clearly you wish to make a complaint, the nature of the complaint and what outcome you would like.

We will acknowledge your email as quickly as possible and assign a senior member of staff to investigate the complaint. Usually, this will be within a day. Please allow up to 14 days after the day that your complaint was received to receive a reply. Should the processing of your complaint need longer than this, you will receive within the period of 14 days a confirmation of receipt and an indication of when you can expect a full answer or, a request for further information.

We treat all complaints has an opportunity to learn from possible mistakes so we may and improve upon areas of our business where needed. Please note this complaints procedure is specific for our online store. For complaints regarding our clinic, please refer to our clinic terms.