FAQ
FAQ
Order, shipping and general enquiries
- Is VAT included in the price of my purchase?
All prices appearing on the website are in British Pounds and are inclusive of VAT. Your price may be adjusted at check out if you live outside of the VAT zone.
- What are Dr Jackson’s shipping rates?
Shipping is free on orders over £45. Orders of £45 or less are charged £6 for shipping. Please refer to our shipping rates page here for more detailed information.
- When can I expect to receive my order?
In general, you can expect to receive your order in 3-5 working days depending on your location. For more specifics, please refer to our shipping rates page here for more in-depth information.
- What should I do if my order has been damaged in transit?
If your item arrives damaged, please email us at contactus@drjackson.co.uk with details of the issue.
Should this occur, Dr Jackson’s will provide you with a full refund or exchange. Return postage costs will be refunded for damaged, defective or incorrectly supplied products, and any refund will be issued using the original payment method.
- How can I get a refund or exchange?
Only products purchased on the drjacksonskincare.com website can be returned to Dr Jackson’s for a refund or an exchange. Products purchased in a department store, specialty retailer or elsewhere must be returned to their original place of purchase.
Before returning an item, please contact our customer support team to obtain the correct return address. This helps ensure your return is processed correctly.
You are responsible for the cost of returning products to Dr Jackson's unless the item is damaged, defective or supplied in error. A shipping charge of £6 will be payable if the subsequent refund reduces the original order amount to below the free shipping threshold of £45.
In all cases, original proof of purchase must be provided and products must be returned within 14 days of receipt for Dr Jackson’s to process any refund or exchange. Please email to contactus@drjackson.co.uk in advance of your intention to return or exchange a Product, so that the Dr Jacksons team can assist you with a smooth returns process.
Please pack your items carefully and retain your proof of postage until your return has been received and processed.
Please see our Terms of Service for full details on our returns policy.
- Where else can I find Dr Jackson’s?
Please see our full stores page to discover where you can shop Dr Jackson’s online and in store.
- Where should I direct my press enquiries?
Please direct all press requests to press@drjackson.co.uk
