FREQUENTLY ASKED QUESTIONS
What is your booking & cancellation policy?
A day before your appointment you will receive an appointment reminder via text message or email. Please refer to this for your specific time and confirm.
Late cancellations, no shows and rescheduling (within 48 hours) will result in deposits being forfeited and full treatment cost being charged. If you have a gift card this will no longer be valid. In the case of appointments that form part of a course of treatment, one treatment will be deducted from the remaining number of sessions remaining.
Bookings are not confirmed until a deposit payment has been made. If there is a delay in making a deposit payment, your appointment slot may be allocated to somebody else. A booking will not be held without a deposit payment.
Late arrivals may not receive a treatment – HHSKiN staff will always do their best to provide full treatment but cannot keep other clients waiting.
All laser courses must be used within 12 months of purchase.
If you are bringing young children to the clinic, please ensure that there is a supervising adult with them at all times as HHSKiN staff cannot supervise and neither can children be taken into treatment rooms.
It is important that you provide all medical history asked of you. HHSKiN will not be held liable for any damage caused as a result of withheld information or failure to follow instructions.
We will always do our best to accommodate rescheduling requests but there must be 48 hours notice to avoid losing your deposit or gift card and being charged for your treatment.
Can I have the treatment on the same day as my consultation?
Absolutely. If you have booked in for just a consultation as you're unsure which service is best for you please drop us a message letting us know you would like to go ahead with a treatment following the consultation to allow enough time. Subject to availability*.
If you have booked a treatment and are new to HHSKiN, a thorough consultation and skin analysis will be carried out at the start of your appointment.
We offer complimentary consultations when a treatment is carried out on the day or post consultation, or a product(s) is purchased which your deposit will be used towards. If you do not wish to go ahead with the recommended services the consultation fee will be charged as stated on our services page.
Will I need a patch test for Laser Hair Removal?
Yes. A patch test is required. You will only need to wait 15 minutes between the patch test and having the treatment if you would like to go ahead with it there and then. Our patch tests are complimentary.
At HHSKiN we use Soprano ICE Laser Hair Removal, which is the leading pain-free hair removal system. The Soprano ICE offers superior results that are more consistent and reliable for every skin colour (unlike other lasers, which give inconsistent results for different skin types and darker skin colours). It also delivers excellent results when treating sensitive skin and body areas, thanks to its gentle sweeping massage technique.
The Soprano ICE combines the best laser for hair removal – using the industry ‘Gold Standard’ 810-nm diode – with an exclusive ‘in motion’ approach. The sensation felt during the treatment has been likened to a ‘hot stone massage’ (whereas other hair removal lasers can feel like a rubber band snapping at your skin or create an unpleasant burning sensation).
There is less risk of side effects associated with the Soprano ICE than other hair removal lasers. This is because the ‘Gold Standard’ 810-nm diode laser heats the sub-dermal layers first, providing more protection to the dermis, even in darker skins. The system also uses a dual chilled cooling head to further protect the skin.
I'm not sure which treatment I need...
Book in for a consultation or a 'Leave It To Us Facial'. We will talk you through all the options available and guide you to which treatments will be most beneficial for your skin type and concerns. We will also advise you on suitable skincare for home care use.
Delivery & Returns
Important Delivery Information
How long does it take for my order to be shipped?
We aim to dispatch all orders within 24 hours. We will notify you via email if there’s any unexpected issue that might affect this.
Orders placed Monday-Friday before 12:00pm (London, UK) typically ship same day or the next working day. Orders placed after 12:00pm on Friday or on weekends and public holidays will typically ship the next working day (subject to stock availability).
Occasionally, our courier will deliver orders placed anytime on a Friday the following Monday or Tuesday.
What are your delivery options?
We offer FREE NEXT DAY DELIVERY for IS CLINCIAL products on orders placed before 12:00pm*. A minimum spend of £50 applies for orders to be processed. Dermaroller products are dispatched using Royal Mail 48hr service.
How can I edit my delivery address?
You will need to contact us ASAP after placing an order at enquiries@hhskin.london - we cannot guarantee we will be able to fulfil this as your order may have already been dispatched.
Please ensure the delivery address provided at checkout is correct. We cannot be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, we will not re-send or refund the order until the original parcel has been returned to our premises.
Minimum order fulfilment
For all online orders we require a minimum spend of £50 which applies to all products listed on our online store. If the total does not amount to the minimum required spend the order will not be processed and you will be notified.
Returns
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a return. To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase.
Please notify us on your intent to return your product. We can be reached by email at enquiries@hhskin.london. Please include your order number and reason for return and our customer service team will be in touch.
We strongly recommend sending your purchase back to us 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 and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Shipping fees are not refundable.
We require up to 5 business days from receiving the returned merchandise to process the refund. Financial institutions may require additional days before the funds are returned to the account.
Faulty Products
If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to a enquiries@hhskin.london.
Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.
If a return / refund / replacement / exchange is required due to a fault, HHSKiN will provide full details on this process during email correspondence.
Gift Cards