FAQS

We are open Monday to Friday from 8am to 3pm.

You can create your Skinstation account by going to our sign up page.

No, you are welcome to place an order without having to create an account. However, we would recommend creating an account to join our loyalty scheme.

If you have forgotten your password, you can request a new one by following the link ‘Forgot your password’. You will then receive a new password to your email address.

Prescription medicines

We cannot allow prescription medicines to be returned for a refund once they have been dispatched by the pharmacy.

If you have unwanted prescription products, please take it to a local pharmacy for safe disposal.

Non-prescription goods

If after receiving your goods, you decide that you no longer wish to use them, then you will have the right to return the goods within 14 days of receipt, provided that they are returned to us undamaged and unopened. We will refund you upon receipt of the returned goods. Refunds will be made to the credit or debit card used to place the order. We reserve the right to charge you for any postage and packaging costs incurred.

Please contact our customer service team at [email protected] or on +44 (0) 333 150 1122 to request the returns address.

Please note that refunds can take up to 10 working days to appear back in your account. Returns postage cost is covered by the customer.

Unfortunately, once an order has been recieved, we will be unable to cancel or amend this.

Please contact our customer service team on 01481 748009 or email us at [email protected]

We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.

If you are already registered and wish to receive these emails, you can login to your account and change the ‘Newsletter subscription’ option.

Please note that you cannot use the welcome sign up code in conjunction with other offers. 

It’s easy to make changes to your details, whether it’s your payment information, password or address book.

Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.

You can rest assured that shopping with Skinstation is safe.

We’re fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy policy page.

Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll send you instructions on how to get this reset.

If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the ‘Email Preferences’ option to make this change.

Results will vary from person to person but most patients will typically begin to see improvements within 4-6 weeks of use. 
The Obagi Nu-Derm system transforms the skin by increasing skin cell turnover and exfoliating dull, dead skin cells. 
This process occurs in four phases. Each phase lasts one to several weeks, depending on your skin type.

Phase 1: Out with the old (week 1-6)

Products begin working to help promote skin cell turnover. The top layer of the skin is exfoliated, removing dull, old skin cells to help promote new skin cells. Common side effects of the Obagi Nu-Derm include itching, redness and dryness.

Phase 2: In with the new (weeks 7-12)

Between the seventh and twelfth week of treatment, new skin cells are produced. Your skin tone will improve as pigment cells evenly distribute melanin throughout the fresh, rejuvenated layer of skin.

Phase 3: Healthy glow (weeks 13-18)

Skin cells are turning over. Your skin will start to become clearer, firmer, naturally hydrated and more evenly toned.

Phase 4: The new you (continued results with proper maintenance) 

Beyond the eighteenth week, skin will continue to improve. Your skin looks restored, more even-toned, resilient looking and radiant.

For mild to moderate acne the Obagi CLENZIderm M.D System is a complete acne treatment specifically formulated for normal to oily skin types to help treat acne where it starts.
The CLENZIderm M.D System includes 3 products for use in the morning and evening to help clear up acne and prevent future breakouts. It’s an easy-to-use regimen that helps to cleanse the skin, refine pores and kill bacteria. Leaving the complexion looking radiant, even and blemish free.

The Obagi Nu-Derm System or the Obagi - C Rx System with Tretinoin. These systems have been specially formulated to help correct hyperpigmentation, such as dark spots and melasma, and transform the appearance of skin ageing. 

The Obagi Nu-Derm System with Tretinoin includes key ingredients such as Hydroquinone to reduce the appearance of hyperpigmentation. Obagi Nu-Derm is a unique skincare kit to be used at home to normalise healthy skin cell products. It targets pigmentation by blocking melanocyte activity, removing dead cellular build up and strengthening the epidermis to prevent further damage.

You will achieve similar results from both lines, however, the more potent hydroquinone found in the original Nu-Derm products will provide faster, more optimal results. Patients who use the prescription system typically start to see progress in as little as 6 weeks. The Fx products contain Arbutin, which is a gentler formulation, so it will generally take about 24 weeks to see noticeable results. 

Hydroquinone has long been regarded as the gold standard for treating skin discolouration, and has been used in skin care products for more than 50 years. It is well documented in numerous clinical studies that 4% hydroquinone is safe and effective when used properly under a physician’s care.

Both products are powerful exfoliators with equal ability in ridding your skin of blemishes and impurities while revealing a healthier and brighter complexion. 
The Exfoderm should be used if you have dry or sensitive skin, as its primary ingredient is phytic acid, a non-irritant with a gentler approach on your skin.
The Exfoderm Forte relies on tougher-acting glycolic acid, which works best for oilier complexions. The Forte also contains lactic acid (or AHA). Both AHAs work to combat oiliness while smoothing out rough skin texture, while still hydrating the skin for the least irritation. 

We would recommend that you stop for 7 days before your peel and restart 7 days post peel – depending on the depth of the peel you may need to leave this longer. Consult your physician for the effects of penetration of the peel and for more detailed guidance of time periods.

When you are in the reactive phases we would recommend to stay with the same system, however, for maintenance you can always combine products from the other Obagi systems or indeed combine products from other brands.

The products will still be working as every individual has different skin thickness, which will influence visible peeling. Additionally, more people will shed the dead skin whilst washing and drying their face, without visibly observing this process.

For skin troubles like acne you will most benefit from the CLENZIderm and Nu derm ranges. For issues relating to hyperpigmentation and dark spots you will need the Nu Derm range or certain Medical C-Rx range products. If you wish to find an anti-ageing remedy for your skin you will be best suited to the ELASTIderm ranges and Professional C serums from Obagi.

Unfortunately there are a lot of counterfeit products on the market, although they replicating the Obagi

packaging, the formulas won’t live up to the high standard of results you get from real Obagi products. Here at Skinstation we pride ourselves on being one of the only UK distributors of Obagi products.

Some of the products in our online shop contain medicines (Obagi Nuderm: Clear, Blender, Sunfader, Travel Set and Starter Set; Obagi Elastiderm Decolletage System; Obagi C-Rx: Therapy Night Cream, Clarifying Serum and Starter Set; Obagi Tretinoin). To order any of these items, add the product to your shopping cart along within any other products that you wish to purchase. Once you have finished shopping, proceed to the checkout. After registering/signing in, you will be prompted to complete an online medical history questionnaire. Please give as much information as possible and make sure that you provide a contact number. You will then be contacted by a member of our medical team for a consultation, who will then assess your suitability and ensure that you are receiving the correct products for your skin type. This should take between 10 to 20 minutes. If the medical practitioner is satisfied that the products are suitable, they will dispatched to you immediately. In some cases, the medical practitioner may determine that the products are not suitable for you and he/she will recommend an alternative product. In this instance, your order will be amended and any refunds or additional charges will be applied. If you have not used any of the Obagi Skincare Systems before, then we recommend that you email us or telephone us on 01481 748009 to arrange a consultation with a member of our medical team prior to placing an order online.
Please note that calls may incur a charge from your telephone provider, and that you are responsible for those charges.

Following your consultation, one of our Doctor's will issue you with a prescription for your prescription-only products, which we will keep on file. You will also be issued with a series of repeat prescriptions which are required for you to complete your Obagi program or other treatment course. Whilst we hold repeat prescriptions for you on file, you will not need a further consultation, unless you order a different product or your medical history changes. Each time a product is dispensed and dispatched to you, a prescription is used up. You can continue to re-order your products until you have used up all of your repeat prescriptions for that particular product. Should you wish to continue with your treatment program after you have used up your repeat prescriptions, then you will have to have a new consultation with a member of our medical team before any further products can be dispatched to you.

No. Prescription products are not suitable for pregnant or breast feeding patients. Please ask to speak to a member of the medical team if you are pregnant or breast feeding

All products on the Skinstation online shop are 100% genuine. Skinstation is committed to providing its customers with the latest skincare technologies that really work! We want to make sure that our customers get the best possible results from their products and we encourage customers to speak to a member of our dedicated medical team should they have any questions about their products and their skincare regime.

The most frequent reasons a code doesn’t work are that it’s expired, that a customer is trying to use this against a prescription medicine or the product is already discounted.

No, you are welcome to place an order without having to create an account. However, we would recommend creating an account to join our loyalty scheme.

You will receive an email confirmation once your order has been placed.

Please refer to our delivery and returns page.

All orders are dispatched from Guernsey, Channel Islands.

If you would like to cancel an order, please either call our customer service team on 01481 748009 or email us at [email protected]. However, if an order has already been dispatched, it will not be possible to cancel this.

If your order has not yet been dispatched and you would like to make changes to your order, please call our customer service team on 01481 748009.

If you have forgotten your password, you can request a new one by following the link ‘Forgot your password’. You will then receive a new password to your email address.

We accept all  major credit cards with the exception of diners club. We also accept Klarna buy now pay later.

When placing an order, you will be paying with GBP.

The time at which you'll be charged for your order will depend on the payment method you selected at checkout.

·      If your card is authorised, payment will be taken immediately and you will receive an email confirming that your order has been successful.

·      If you've selected one of our Klarna Buy Now, Pay Later payment options, you'll be sent an invoice within 24 hours of your order being placed. Your invoice will include details of when payment is due.

VAT will be added at the checkout automatically if you are having your order shipped to the UK. Following the exit of Great Britain from the EU, customs rules decree that your purchase takes place before the goods reach the Customs border.  You are therefore treated as the importer, which makes you liable to pay any local VAT and import taxes on orders. Do not process your order if you are not willing to accept these charges.

When you get to the checkout, you can choose the payment option as Klarna.

Klarna are an independent payment provider and Skinstation Ltd have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna directly.

Yes, Skinstation will promote special offers. Please make sure you are signed up to our newsletter to receive these.

For privacy reasons banks usually don't give details about declined payments, however these are a few reasons as to why this may happen. The debit card has Insufficient funds or has reached its limit, the credit or debit card information is incorrect or your billing details may not match where your card is registered too.

Orders containing non-prescription skincare that is received before 12:30pm Monday to Friday are dispatched either on that day or the next working day. Orders received at the weekend or on a bank holiday will be dispatched on the next working day. If your order requires you to have a consultation, then your goods will be dispatched as soon as you have had a consultation with a member of our medical team and your prescription has been signed off by a Prescriber. We send all orders by either DPD or Royal Mail Signed For service, which can take between 1 and 3 working days for delivery. We will of course endeavour to deliver orders within the time frames stated, however these are estimates only. There may well be longer delivery times , due to the nature of our products, seasonal increases in demand, promotional periods and factors beyond our control. Our customer service team will aim to inform you of any significant delays.

No, delivery is free.

Prescription medicines

We cannot allow prescription medicines to be returned for a refund once they have been dispatched by the pharmacy.

If you have unwanted prescription products, please take it to a local pharmacy for safe disposal.

Non-prescription goods

If after receiving your goods, you decide that you no longer wish to use them, then you will have the right to return the goods within 14 days of receipt, provided that they are returned to us undamaged and unopened. We will refund you upon receipt of the returned goods. Refunds will be made to the credit or debit card used to place the order. We reserve the right to charge you for any postage and packaging costs incurred.
Please contact our customer service team at [email protected] to arrange a return.

Yes. You can speak to someone in our customer team or to one of medical staff anytime between 9am and 5pm Monday to Friday. You can also email us a query outside of these times and we will get back to you at the start of the next working day.

Skinstation provides virtual consultations with our expert medical team as part of our bespoke patient service. You can book a consult online or by contacting us directly