Dr Sam's Frequently Asked Questions

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This is our way of showing appreciation for your support of Dr Sam’s. You’ll earn points for activities on our site, like referring a friend, reviews and purchases. You can use these points to earn credits against purchases and gifts, so the more you collect, the more you save!

Anyone with an account is automatically enrolled.

You can earn points for all sorts of activities, including referring friends and making purchases. To see all the ways you can earn points click the Rewards tab in the menu.

Log into your account and you'll be able to view your points and rewards.

Sign into your account, select Rewards. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward. Easy!

At the moment, only one reward can be applied per order.

There are no limits on points earnt while spending! Points remain valid for 12 months.

Points for writing a product review/leaving a product photo review/writing a company review are limited to once every 30 days for each aforementioned review category.

Approved: These points can be redeemed on rewards immediately.

Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals

Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)

Your pending points will become cancelled and will be removed from your account.

You, or someone you referred, cancelled or returned a purchase.

Points are awarded 14 days after a purchase is made. They will be added to your account automatically!

Yes, absolutely! Once you've signed into your account you'll see a redeem points slider in the checkout. You'll be able to use this to redeem up to £10 against your order.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

USA:

We offer two shipping speeds:

1. Standard (7-10 business days): $5.95 (Free when you spend $50)

2. Express (5-7 business days): $25

At the present time, all orders are shipped from our hub in the UK. We ship to all 50 states, as well as P.O./APO/FPO addresses. If you’d like to place an order for delivery to another country, please visit our global store. Orders placed with Standard delivery are delivered by FedEx CrossBorder, and Express orders are delivered by DHL Express or FedEx Express.

Orders valued under $800 will not be liable for any further duties or taxes upon delivery. Any applicable sales tax will be calculated at checkout.

With standard US shipping you order should arrive within 7-10 business days.

We aim to dispatch all orders within 48 hours. We will notify you via email if there’s any unexpected issue that might affect this. Orders placed weekdays before 3 PM (London) typically ship same day. Orders placed after 3 PM or on weekends will typically ship the next working day.

Once your order has dispatched you'll receive a shipping confirmation email with a tracking link included.

We ship to any valid address worldwide!

Shipping rates and options are displayed at checkout.

Tax and duty are not included in the purchase price and may or may not be charged depending on your local customs regulations. Please visit your local post or customs site for accurate information. These are entirely the responsibility of the customer and we are not responsible for delays or issues in your shipment clearing customs.

If your order is shipping to an incorrect address, please email hello@drsambunting.com ASAP. Dr Sam’s will not be responsible for orders sent to the incorrect delivery address provided by the customer. If your order has already been dispatched we cannot amend the shipping address.

We recommend checking your tracking number on your country’s postal service tracking for additional information. If your tracking number isn’t updating or working at all, email hello@drsambunting.com for assistance

If your item is marked as delivered on tracking, but you haven't received it, please contact us ASAP and within 24 hours of the update.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

We aim to dispatch all orders within 48 hours. We will notify you via email if there’s any unexpected issue that might affect this.

Once your order has dispatched you'll receive a shipping confirmation email with a tracking link included.

If your order is shipping to an incorrect address, please email hello@drsambunting.com ASAP. Dr Sam’s will not be responsible for orders sent to the incorrect delivery address provided by the customer. If your order has already been dispatched we cannot amend the shipping address.

We currently accept Visa, MasterCard, American Express (online only), PayPal (online only) and Klarna.

Currently, only one discount code can be applied per order.

Please email us at hello@drsambunting.com as soon as possible if you'd like to cancel your order. Please note an order cannot be cancelled after it has dispatched.

Please email us at hello@drsambunting.com and the team will assist you.

Please email us at hello@drsambunting.com and the team will assist you.

Discount codes can be applied at checkout.

Our products are designed to perform together for maximum impact. Select your favourite products from each step to bundle and save! Select 3 or more items and save 10%!

Steps:
1 - Cleanse. Flawless Cleanser or Flawless Cleanser Refill
2 - Hydrate. Flawless Daily Moisturiser or Flawless Moisturiser Light
3 - Protect. Flawless Daily Sunscreen, Flawless Gossamar Tint, or Flawless Gossamar Untinted.
4 - Activate. Flawless Nightly Serum, Flawless Nightly Pro Serum, Flawless Brightly Serum, Flawless Neutralising Gel, or Flawless Nighlty Eye Serum.

To qualify for 10% discount you must 1 item from Cleanse, 1 item from Hydrate, and 1 item from either Protect or Activate.
Your discount will automatically be applied at checkout.

Sign up to our newsletter for all of Dr Sam's expert advice, tips and videos completely free. Plus, get a free Flawless Cleanser (Travel Size) with your first Dr Sam's order!

Absolutely! Click here to purchase a Dr Sam's Digital Gift Card.

22 June 2023 - 26 June 2023.

Free Shipping
Enjoy free standard (7-10 day approx) shipping on all new orders until midnight Monday 26th June 2023 23:59 PST. The discount is automatically applied at checkout. This offer does not apply for Flawless Rewards 365 subscription orders that are under $50.

Double Points
Receive double points on all orders until Monday 26th June 2023 BST. You must be checked out before the end of the promotion. Offer excludes orders made with a gift card. Click here for more information about Flawless Rewards.

Flawless Icons Kit
Price based on full price of Flawless Cleanser 200ml, Flawless Moisturiser 50ml , Flawless Daily Sunscreen SPF50 50ml, Flawless Nightly 2% Retinoid Serum 30ml, Flawless Lip 15ml and Gift Bag. Offer valid whilst stocks last and until Monday 24th June 23:59pm 2023 BST. This kit cannot be shipped to Ireland or Canada.

For any queries please contact us at hello@drsambunting.com

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

We know that starting new skincare can be daunting - and we want to support you making that life changing move towards clearer, brighter skin (and a happier you!) by offering you our pledge when you shop Dr Sam’s Skincare.

If you’re not delighted with our products in any way in the first 60 days, we’ll happily make it right - or fully refund you.

Please contact our customer care team at hello@drsambunting.com with your order number and we’ll assist you with your query.

Exchange & Returns Process:

• Email hello@drsambunting.com with your order number and the items you wish to return within 60 days of purchase.
• Send back your item/s to us (we strongly recommend sending your items using a tracked and insured service. We are not responsible for delayed, damaged or lost packages). Please pack your return securely.
• Once your return is received we will send you an email to notify you that we have received your returned item.
• Your refund will then be processed (usually within 5 working days), and a credit will automatically be applied to your credit card or original method of payment. Shipping fees are not refundable.
• Orders older than 60 days will be refunded in Dr Sam’s store credit.

International Customers:

Because duties and taxes are collected by the government in the country where the goods are received (and not by Dr Sam’s), we do not reimburse for these expenses.

Most returns are processed within 5 working days. You will receive an email confirmation once your return or exchange has been processed.

No, products cannot be exchanged. If you are unhappy with an item you are welcome to return it via our 60 day happiness pledge.

Please email us at hello@drsambunting.com and we’ll be able to help you!

Gifts can be returned, but we will need the order details. Please email us at hello@drsambunting.com.

Refunds take 3-5 working days, depending on your bank.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

Flawless365 is our Auto-Replenishment service. The secret to great skin is a consistent and effective routine. Sign up today and never run out! Learn more here.

You can pause or cancel your subscription from your account after 3 payment cycles. Once signed in please click on Subscription here you should be able to see your all upcoming orders. Click Manage Subscription and select the product that you wish to make changes to. Scroll to the bottom of the page, here you’ll see available options: Swap Product, Skip this order or Cancel subscription.

Log into your account, head to your subscription page and select "add new product".

Do not place a new order with a subscription product as it will open a separate account for you instead of adding onto your existing one.

When it's time for your next Auto-Replenish order, the payment will be charged automatically through your chosen payment method. Once the payment has gone through, the package will be dispatched. It can take a couple of days between the payment and when you receive your package.

You can add new payment methods in your account under Subscription, click Manage Subscription and select the product you wish to make changes to. Select Payment Method, here you'll be able to make changes to your payment methods.

You can make changes to your Auto-Replenishment from your account. Once signed in please click on Subscription in your account you should be able to see your all upcoming orders and make any required changes.

You can postpone the next order from your account. Once signed in please click on Subscription here you should be able to see your all upcoming orders - click on the order that you wish to postpone and select order date.

It seems that your account hasn't been activated yet. Please go to our log in page and click register. When registering your account please use the email address that you used to sign up to your subscription.

Unfortunately, Flawless Rewards points can only been redeemed against full priced stand-alone product orders and not subscriptions.

As a reminder, with Flawless 365 subscriptions you benefit from up to 20% off your products.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

Yes. Always!

Dr Sam's believes that beauty products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements. All of our own brand cosmetic and personal care productsare approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited. For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org

Dr Sam's products are currently only available here at drsambunting.com.

No. Dr Sam's products are free from SLS, Parabens and Phthalates.

Absolutely!

All products are safe to use while breastfeeding.

Flawless Nightly Serum, Flawless Nightly Pro Serum and Flawless Nightly Eye Serum are not suitable for use during pregnancy.

All other products can be used as normal.

Absolutely, skin is skin!

No, all of our products are fragrance free.

Yes, all of Dr Sam's products are formulated to be non-comedogenic and suitable for acne-prone skin.

No. The approach to making great products for acne-prone skin also makes excellent products for people with normal skin too!

We would say that while your Rosacea is active, it’s wise to not introduce any new products. Do watch Dr Sam’s videos on Rosacea for more general guidance.

We would say that while your Perioral Dermatitis is active, it’s not wise to introduce any new products. We’d advise you to see your doctor about getting treatment. Do watch Dr Sam’s video on POD for more guidance.

Some of our products contain materials which are not yet recyclable. To ensure our products are responsibly recycled we advise you to check with your local authority.

We're working on making our products more sustainable and increasing the percentage of packaging using PCR (Post Consumer Recycled) materials where possible.

Use our Routine Finder and in just 5 steps, we’ll create your personalised Dr Sam System!

All of our SFP products are factor 50.

Soon! Sign up to our newsletter to be the first to know!

There's 'PAO' (Period After Opening) logo on each product packaging showing 12M or 6M, this indicates that the product should be used within 12 or 6 months of after opening.

Yes, we do! You can select two free samples with any order. Samples are selected within the cart.

All Dr Sam's products are made in the U.K.

Yes, all of our products are gluten-free.

We at Dr Sam’s value your loyalty and appreciate your ongoing support. We’re thrilled to have helped so many customers achieve great results with our skincare solutions by using the right ingredients, at the right strength and in the right combination.

Since launching in 2018 we have strived to keep our prices stable. Unfortunately, due to a combination of rising costs in raw materials, packaging, and shipping, we find ourselves in the difficult position of having to increase our prices. As a valued customer we wanted to give you advance notice about these changes so you have the opportunity to take advantage of the current prices. We have worked hard to keep the impact as minimal as possible. Our price increases will range from $1 - $3 on our products, and they will take effect on March 30th, 2023. If you have a Flawless 365 subscription with us, you’ll continue to receive 20% off and the new subscription prices will only take effect on the date of your next billing cycle, on or post 30th March 2023. You will be sent a reminder email 3 days before your next billing confirming the renewal and the new price.

We want to assure you that we remain committed to providing you with the very best skincare solutions. In fact, we’ve recently launched larger sizes of our best-selling cleanser and moisturiser, offering even better value for your money while promoting planet-friendly solutions. We’re also actively exploring new and more sustainable packaging options for the future.

Again, thank you for your continued support of Dr Sam’s, and we hope that you’ll understand the need for these adjustments. If you have any questions or concerns, please don’t hesitate to reach out to us or click here to manage your account.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

Spending time in the sun increases a person’s risk of skin cancer and premature skin aging - 90% of skin cancers are due to UV radiation. When spending more than 30 minutes outdoors and in the summer months in order to reduce these risks, we recommend that you regularly use a broad-spectrum sunscreen with an SPF value of 30 or higher in combination with protective measures such as:

• Limiting sun exposure time by seeking shade, especially between the hours of 11 AM and 3 PM when the sun’s rays are most intense.
• Wearing tightly woven clothing to cover skin exposed to the sun (long-sleeved shirts, pants, sunglasses, broad-brimmed hats) when possible. Look for a UPF rating the same as you would an SPF rating.
• Using a water-resistant sunscreen if swimming or sweating.
• Reapplying sunscreen, even if it is labeled as water-resistant, at least every 2 hours. (Water-resistant sunscreens should be reapplied more often after swimming or sweating, according to the directions on the label.) Keep children well covered, including a hat, t-shirt and sunglasses.
• Avoid getting sunscreen in your eyes. In case of contact with eyes, rinse them thoroughly. Avoid contact with clothes.

Please be aware that no sunscreens are “waterproof” because all sunscreens eventually wash off. We do not recommend "Once Daily" application sunscreens.

You need exposure to UVB radiation in order to make Vitamin D, which we know is causally linked to skin cancer. It’s very difficult to advise exactly how much exposure to UVB is needed to make enough vitamin D safely without increasing someone’s risk of skin cancer. And some of us live in countries where there is almost no UVB in winter, making supplementation a necessity. My recommendation is that, given that you can get vitamin D from foods and vitamin supplements, this approach gives you the vitamin D you need without increasing your risk for skin cancer and premature skin ageing.

Sunlight contains a mix of electromagnetic radiation - you'll have heard of UV, visible and infrared rays. Overexposure to UVA rays and UVB rays can lead to skin cancer. In addition to causing skin cancer, here’s what each of these types of UV rays do:

UVA rays (think Aging rays) can prematurely age your skin, causing wrinkles, sagging, broken capillaries and age spots (solar lentigines), and can pass through window glass. And they’re present all year round.

Flawless Daily Sunscreen has been tested according to stringent EU standards. The UVA in a circle is a marker that it meets those standards; this means that the UVA protection level is at least 1/3 of the SPF (the protection against UVB).

Flawless Daily Sunscreen tested higher than this – 49.6% higher than the required level, in fact.

The EU recognised Standard EN ISO 24443:2012 methodology was used.

UVB rays (think Burning rays) are the primary cause of sunburn and are blocked by window glass.

SPF = Sun Protection Factor (the number of times longer you can stay in the sun before burning compared to wearing no sunscreen) indicates the amount of UVB protection delivered.

The amount of UVB radiation that is filtered out varies with different SPFs:

So SPF 15 blocks 93% of UVB, SPF 30 blocks 96.7% of UVB and SPF 50 blocks 98.3% of UVB.

Flawless Daily Sunscreen achieved SPF 50 in in vivo testing and in the COLIPA International SPF Test Method.* Flawless Gossamer achieved SPF 50 in in vivo testing and in the COLIPA International SPF Test Method.*

Flawless Gossamer also provides a UVA PF of 25 according to the same stringent EU standards.

Bottom line - there is no safe way to tan. Every time you tan, you damage your skin as it's your skin's defense mechanism. As this damage builds, you speed up the aging of your skin and increase your risk for all types of skin cancer, including the most serious kind - malignant melanoma.

*This testing method replaces PPD testing as the new standard recommended by European Regulation. The PPD in-vivo method was developed by L’Oreal in response to the Boots in-vitro star rating method. This use of human volunteers invites questions regarding the ethics of this methodology due to the exposure to test subjects’ exposure to high UVA levels. Therefore the ISO method was developed to take the test back to a ‘safe place’ with this in-vitro method.

The British Association of Dermatologists recommend SPF 30 or higher because studies have found that we tend to under-apply sunscreen by around as much as a quarter, we tend to miss out areas and we often forget to reapply. Therefore there is a higher safety margin when we use a higher SPF. My desire with Flawless Daily Sunscreen and Flawless Gossamer was to create products that were actively beneficial, enjoyable to use and with precise instructions on how to get the most out of them. In this way, I believe we can harness not only the health benefits of daily use, but also the beauty benefits.

Sun exposure has often been misguidedly recommended as a way of reducing acne. However what we now know is that it actually makes matters worse - this is because it encourages comedogenesis (blocked pores) and it causes dark marks from spots to darken even further. We formulated Flawless Daily Sunscreen to not only protect your skin from this nasty downside of sun exposure, but to reassure you with its blemish-calming effect through inclusion of 5% Niacinamide. Rest assured, the formula is also non-comedogenic.

Most sunscreens protect skin against damage from UV-light through the use of minerals or chemical filters. These two methods work differently.

Mineral sunscreens sit on top of the skin, providing a physical barrier that provides protection through absorption and reflection of UV rays. This method has the advantage of being able to provide protection immediately upon application. The most effective and commonly used minerals are zinc oxide and titanium oxide. We use micronized and non-comedogenic zinc oxide. An additional benefit of zinc oxide is that it has been shown to possess the capacity to help encourage skin healing.

Chemical sunscreens are absorbed by the skin, and are effective once fully absorbed, so apply well before exposure to sunlight. Chemical filters act like a sponge to absorb UVA + UVB rays, converting them into infrared.

This comes back to the whole quantity issue - the dose required to deliver the number promised on the pack. To get SPF 15 you’d have to apply that same 1.25ml amount - which would look mask-like and defeat the purpose of make-up (which is to enhance the appearance of your skin!). And SPF tells us nothing about UVA cover, which are the important rays to protect on a daily basis. The story with powders and underapplication is even worse - it’s estimated we apply less than a 10th of the amount required to deliver the promised SPF.

Bottom line - use sunscreen for sun protection and make-up for make-up!

This is where it gets tricky - it’s unlikely you’ll get the full level of protection from sunscreen applied at 8am by the time you reach midday. And reapplying sunscreen on top of make-up is a messy business. So the best hack is to wear a tinted sunscreen like Flawless Gossamer Tint as base with minimal colour cosmetics on these days. This is then a ‘workable’ base which you can reapply immediately before heading outdoors.

Please email us at hello@drsambunting.com and we’ll do our best to assist you.

Dr Sam Bunting is the founder of the DR SAM BUNTING + ASSOCIATES, 41 Harley Street clinic, and her eponymous brand, Dr Sam's. She's widely considered to be a beauty insider’s best-kept secret. She’s passionate about making expert skincare advice more accessible and helping women understand that a visit to her office is not just for troublesome skin conditions. Through her media and TV work, as a presenter on TLC’s Extreme Beauty Disasters, Dr Sam helps demystify the beauty arena with her no-nonsense approach to skin.

Dr Sam is not currently accepting new patients, however you can book a consultation with one of the other doctors at the Harley Street Clinic. Please contact info@drsambunting.com for further information on services and prices.

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