Frequently Asked Questions

Ordering & Reordering

Q: How do I order Personalised Skincare?

A: It’s simple - if you’ve never ordered with us before then go to this page:Personalised Skincare Consultation select create an account and it will go through an online consultation questionnaire with you.

Once you’ve completed the form it will allow you to add to basket - you can then checkout and purchase your Consultation and Treatment.

After that you’ll receive an email detailing how to use the account system and requesting you submit images with guidance on how to do so.

Once you have submitted your images a medical professional reviews your consultation answers and images to ensure you’re suitable to be treated - they will then verify your account and determine which custom formula will work best to treat your skin concerns.

If you have requested a phone consultation, a member of our team will reach out to arrange an appointment to talk through the information provided and provide further information on your routine and how you should use your treatment.

You’ll receive your treatment in 2-3 weeks.

Q: How do I reorder my Personalised Skincare?

A: If you’ve ordered from Dr Storm before but haven’t done this through the website then please follow the instructions in “How do i order Personalised Skincare"

If you have ordered through the website before the repeat patients page will be unlocked and you can access that page here: Repeat Patients

You can now purchase your repeat personalised skincare/nightly fix.

If this page is locked you need to be logged into the account you used to order previously.

If this page is still locked after you have logged into your account then please contact team@drstorm.co.uk to resolve the issue.

Q: I have just had my consultation, however I now think I want to cancel my order, is it too late?

A: If during your consultation one of our team decides that Personalised Skincaremay not be suitable for you then you will be given an immediate refund following the call, this can take 5-10 working days to show in your account.

Furthermore, if you decide during your consultation that Personalised Skincare isn’t for you or if you change your mind, please do let us know before the end of the call as after this your personalised cream will begin production in the lab and unfortunately it is too late to cancel your order after this.

Shipping & Delivery

Q: When can I expect my cream?

A: Your Personalised Skincare should arrive within 7-10 working days (sometimes sooner). If your cream has not arrived after this time, please get in touch with us via team@drstorm.co.uk so we can chase this up for you.

Q: Is delivery to the Republic of Ireland more expensive?

A: Unfortunately, yes. This is completely out of our control and our ROI patients are subject to a customs charge (usually €20) that must be paid by the purchasing patient.

We're currently working on something that should help with this issue in the future

Q: I’ve received my Dr Storm Basically Brilliant Collection items but not my personalised cream?

A: Don’t panic! The cleansers, moisturisers and SPF are dispatched separately from your Personalised Skincare, this is made up just for you in our lab and may take a little longer (it’s worth the wait we promise)

If it’s been 3 weeks or more since you placed your order, please reach out to team@drstorm.co.uk via email so we can resolve the issue ASAP.

General Questions

Q: I have an issue with one of my products, what should I do?

A: We want all of our customers to be happy and have a positive experience, however if there is something wrong with your order, we want to hear from you, get in touch via team@drtstorm.co.uk.

Q: I haven’t received information emails or discount emails like others have?

A: If you have selected to remain unsubscribed from our email marketing then you won’t receive emails with important information as well as discounts and special offers.

We’d recommend being subscribed as we deliver a lot of important information via email - this information is always available within the account section but if you’d like to be subscribed please reach out to team@drstorm.co.uk with the email address for your account which we can update on our system.

Q: What will happen during my consultation?

A: If you have requested a consultation, one of our amazing medical team will discuss your skin goals, ask you some questions about your skin and your current skincare routine. They will then make suggestions regarding any changes that you may need to make to your routine when using your Personalised Skincare and explain the ingredients in your new cream. There will be a chance to ask any questions before your cream starts being produced (don’t worry if you forget, we are ALWAYS on hand to help)

Q: What happens if I run out of my cream before I have reordered?

A: Your treatment works best with consistent nightly use and you should be getting through one bottle every 2-3 months. If you run out and forget to reorder do not panic, taking a break for a few weeks won’t undo all of the good work that it has done.

However, if you decide to stop it completely your skin will simply return to the way it was before you started using it. Depending on the length of time you have taken a break for, we may have to adjust your Personalised Skincare to assist you with becoming re-accustomed to the medical ingredients inside.

We will send you a reminder 2 months after your last Personalised Skincare so prompt you to reorder, so keep an eye out of that!

Q: I’m unsure if I need to make a change to my cream, what do I do when reordering?

A: Don’t worry-that’s what we are here for! When placing your repeat order you can leave us a note or request a call. A member of our team will then be in contact with you and have a chat before your Personalised Skincare is ordered.

Q: I’ve just found out that I am pregnant, can I still use my Personalised Skincare?

A: Firstly, congratulations! Unfortunately, you do need to stop your Personalised Skincare while you're pregnant/breastfeeding. We recommend keeping your skincare routine really simple during this time…and staying out of the sun!

Our basically brilliant collection of cleansers, moisturisers and SPF are perfect and safe to use whilst pregnant/breastfeeding. You can purchase this here: Basically Brilliant Skincare Range

Get in touch when you are no longer pregnant or breastfeeding to restart your treatment.

Q: I am going on a sunny holiday, should I stop my treatment?

A: We don’t normally suggest that patients stop their Personalised Skincare treatment before their summer holidays. However, the high strength, active medical ingredients in your cream can make you more sensitive to the sun for the first 3-6 months.

With prolonged use tretinoin offers a SPF benefit due to the way it alters the skin’s structure. Our broad spectrum SPF50 is a holiday essential, don’t forget to use half a teaspoon of SPF50 for your face and neck every 2-3 hours. We also recommend always wearing a hat!

Q: Are your products recyclable?

A: Yes! All product bottles are fully recyclable!

Q: Are your products cruelty free?

A: Yes, absolutely! This is very important to us and we can guarantee that all of our products are cruelty free and not tested on our furry friends.