FAQs

Everything you need to know about ordering from The Medispa. If you cannot find the answer you are looking for here, please do not hesitate to contact us — we are always happy to help.

Delivery & Shipping

Where do you deliver?

We currently deliver to UK addresses only, including England, Scotland, Wales, and Northern Ireland. We do not offer international shipping at this time. Full details are on our Shipping & Delivery page.

How much does delivery cost?

We offer free tracked UK delivery on all orders over £150. For orders below this threshold, standard and tracked delivery options are available at checkout. See our Shipping & Delivery page for current rates.

How long will my order take to arrive?

Orders placed before our daily cut-off time on a working day are typically despatched the same day. Estimated delivery timeframes vary by service and are shown at checkout. You will receive a despatch confirmation email with tracking information once your order is on its way.

How do I track my order?

Once your order is despatched, you will receive a confirmation email containing a tracking number or link. Use this to follow your parcel on the carrier’s website. If you have not received this email, please check your spam folder and then contact us at care@medispa.shop.

Returns & Refunds

Can I return a product if I change my mind?

You may return unopened, sealed products within 14 days of delivery for a full refund. Because of the nature of skincare, we are unable to accept change-of-mind returns on products whose hygiene seal has been broken or that have been opened or used. For full details, see our Returns & Refunds Policy.

What if my product arrives damaged or faulty?

Please contact us within 30 days at care@medispa.shop with your order number and photographs. We will arrange a free return and send you a replacement or issue a full refund — whichever you prefer. Faulty goods are always covered under the Consumer Rights Act 2015.

Can I exchange a product?

Yes, for unopened and sealed products or incorrect items. See our Exchanges page for full details.

Products & Authenticity

Are your SkinCeuticals products genuine?

Absolutely. The Medispa is an authorised SkinCeuticals stockist. All products are sourced directly through official channels and stored in line with manufacturer guidelines. You can shop with complete confidence that every product is 100% authentic.

How do I know which products are right for my skin?

Our Skin Diagnosis tool is the best place to start. It will guide you through a short questionnaire and match you with products suited to your skin type, concerns, and goals. You are also welcome to contact us at care@medispa.shop for personalised guidance.

How do I build a skincare routine with your products?

Visit our Build Your Bundle page to create a curated routine tailored to your needs and benefit from bundle savings. Not sure where to begin? Start with our Skin Diagnosis.

Should I patch test a new product?

Yes, we always recommend patch testing before introducing any new skincare product, particularly active formulations such as vitamin C serums, AHAs, or retinol. Apply a small amount to the inside of your wrist or behind your ear and wait 24–48 hours. If you experience redness, itching, or irritation, discontinue use and consult a dermatologist.

How should I store my skincare products?

Most SkinCeuticals products should be stored in a cool, dry place away from direct sunlight and heat. Some formulations — particularly antioxidant serums such as C E Ferulic — are sensitive to light and air, so replacing the cap immediately after use is important. Refer to the individual product packaging for specific storage guidance.

Orders & Payments

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as additional payment methods displayed at checkout. All payments are processed through a secure, encrypted gateway.

Can I cancel or amend my order after placing it?

If you need to cancel or change your order, please contact us immediately at care@medispa.shop. We aim to process orders quickly, so we cannot guarantee changes once an order is in fulfilment. See our Cancellation & Order Amendment Policy for details.

Getting in Touch

How can I contact you?

We are always happy to hear from you. Email us at care@medispa.shop, call us on [phone], or visit our Contact page. We aim to respond to all enquiries within two working days.