Help Centre
Account
You will need to register before you can place an order with Dr Brandt.
As long as you have a valid email address, you can head over to our sign-up page to keep up to date with the latest news and product launches.
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 'Email preferences' option.
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 Dr Brandt 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.
Ordering
All items ordered with Dr Brandt depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.
Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.
Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.
Get in touch with them now via the 'Still need help?' section (below).
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.
We’ll also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on ‘Message’ below to contact our Customer Service team.
We’re sorry to hear you want to cancel.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
You can visit our Returns Policy to help you get the order back to us instead.
Once you’ve placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.
Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, then you can send our Customer Service team a message via the 'Still need help?' section (below).
We’re really sorry that happened as we aim to provide high quality items to all of our customers.
So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).
To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.
We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the 'Still need help?' section (below).
We’ll need to know the following information so that we can fix this for you-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
We take pride in our products so we’re sorry to hear you’ve received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the 'Still need help?' section (below).
Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.
Payments and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you will need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite Dr Brandt products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your discount code into this box and click ‘Add’ to apply the discount.
If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Delivery
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
Returns and Refunds
Please refer to our returns policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).
We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest.
You’ll need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.
All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).
They’ll send you all the information you need, but you can also refer to our returns policy page for more information.
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section (below).
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team via the 'Still need help?' section (below).
FAQs
Yes, 80% of premature aging is caused by daily exposure to UV rays.
Just the few minutes of sun exposure you receive each day while driving to work, sitting by a window and walking your dog is enough to cause hyperpigmentation and premature aging over time. Also, indoor lighting (florescent and halogen bulbs) also breaks down collagen and can cause the same aging as UVA rays.
At Dr. Brandt skincare, we are proud to say that we are a cruelty-free-oriented organization. We do not engage in animal testing. As leaders in the skincare science industry, we consider it our charge to continually innovate new and effective ways to test products without the use of animals, relying instead on advanced testing methodologies that are strictly cruelty-free. We thoroughly investigate each of the ingredients used in our products, selecting only the finest materials from facilities that measure their results with high-tech machinery instead of animals.
However, there are some countries that still believe that animal testing is necessary to ensure the safety of cosmetic products, and require animal testing by law. In those cases, the national governments conduct their own tests of our products—we do not and will never test on animals ourselves. Dr. Brandt® skincare believes that animal testing should never be required, and we remain committed to testing methodologies that do not involve animals.
We strongly recommend you discuss safe skincare options for you and your baby with your medical professional for best advice.
Avoiding the sun and using UV SPF protection every day is especially important during pregnancy and nursing, as the hormones released during this time can greatly increase pigmentation on your skin, causing melasma or "the mask of pregnancy." You should also avoid using any products containing acids (AHA/BHA lactic, glycolic, salicylic etc). If breakouts or other skin conditions are a problem during pregnancy, please consult with your doctor regarding prescription topicals or medications.
Aging is the most apparent around the eyes. The delicate skin around the eye area is thinner, and blood vessels become more visible, revealing dark circles or hollow eyes. Fine lines and wrinkles, crow’s feet, and under eye bags are all tell-tale signs of aging. Try Dr. Brandt’s eyecare best-sellers and discover your favorite.
All of our products are tested for effectiveness before they can be considered to be part of the Dr. Brandt® skincare line. These formulas are created with a synergy of actives and botanicals to provide the clarity your skin needs without the dryness and irritation that can often times be the unfortunate result of using some products for oily and acne prone skin.
The Pores No More® product lines contain Salicylic Acid, a beta hydroxy which goes
through pores dissolving dirt, oil, makeup and debris and draws it out to the
skin’s surface to be sloughed off. This action clears pores, eliminating any
clogging. If you have a high tendency to develop clogged pores but need a
moisturizer, we do offer an “oil-free” moisturizer in this line.
Dr. Brandt uses botanical extracts in his products, no harsh chemicals or synthetic fragrances are added.
Please check the bottom of the container/jar or crimped area of the tube for a “lot” or “batch” number and send us an email request with the information, along with the product purchased to customerservice@drbrandtskincare.com and we will reply as soon as possible.
Like many companies, we often purchase ingredients from outside suppliers, and the components of these substances are proprietary information belonging to those companies. Therefore it's possible that a very small amount (generally parts per million) of gluten may be present. Consumers will find ingredient listings on our packaging material, in accordance with FDA regulations, using names which are standard throughout the cosmetic industry. Because of the vast number of raw materials from different sources, it is not possible to guarantee that our products are completely free of any of the grains specified.
When layering products keep this rule in mind, start with the lightest weight (serums, gels) then middle weight (lotions) then heavier (creams) followed by SPF and makeup.
Generally you want to wait at least a minute or two between applications to ensure that your skin has had enough time to absorb all of the previous product before moving on to the next for best results.
Dr. Brandt's products are intended to last 4-6 weeks long, depending on how many times a day you apply the product. For masks and exfoliates up to 8 weeks.
Our products have a three year shelf life from date of manufacture and none of the products we manufacture ever sit in our warehouse, they are immediately shipped out. We produce small quantities at a time, so you should feel certain that the Dr Brandt skincare products you purchase are fresh. Once a jar or container is opened, we suggest six month's time for best freshness quality. You can see this indicated on the back of the container by the symbol of a jar with a "6" inside.
Algae extract (Alaria). Grows in an exclusive ecosystem located in the Brehat archipelago (France).
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You have the right to ask about what personal data we hold about you.
To make this request you can message us via the 'Still need help?' section (below)
Brexit
Following the UK leaving the EU from January 1st 2021, Dr Brandt would like to reassure all our customers that there will be no change to your shopping experience.
Dr Brandt is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Dr Brandt can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders to EU destinations as normal.
All our orders to EU countries will be delivered duty paid (DDP) and there will be no customs fees for you to pay.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
All products will continue to be shipped from the UK.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.
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