Customer service
Customer service
Information on ordering & payment, delivery and returns via this website. Can't find the information you are looking for? Please contact us.
Ordering & payment
How do I place an order?
You can place your order easily through our website:
- Add the product to your shopping cart by clicking the ‘Add to cart’ button.
- In your cart, check if your order is complete and add a discount code if you have one.
- Click ‘Proceed to Checkout’, enter your details, and choose your shipping method.
- Check your payment details and place the order.
- You will receive a confirmation by email.
How can I change or cancel my order?
Please contact us as soon as possible at +44 (0)1462 346100 or info@esperehealth.co.uk. If your order has not yet been processed, we’ll do our best to make the changes.
Was my order successful? (I didn't receive an email.)
After placing an order, you should receive a confirmation email. If you don’t see it, please check your spam folder. If still missing, please contact us.
How do I use a discount code?
Enter your discount code in the 'discount code' field at checkout and click ‘Apply’. To stay updated on our latest offers and promotions, please follow us on Facebook and Instagram.
What payment methods are available?
We accept major credit cards (including Visa, Mastercard, and American Express), debit cards, digital wallets (Apple Pay, Google Pay, Link), and buy-now-pay-later options such as Klarna.
My discount code does not work, what should I do?
Please double-check the spelling, expiry date, and terms of use. If it still doesn’t work, email our team at info@esperehealth.co.uk for assistance.
Do I get a Scar Guide copy with my order?
A printed copy is not included in your order. You can download your free (online) Scar Guide here.
Shipping & delivery
What are my delivery options?
We offer two delivery options:
- £2.95 – Royal Mail Standard Shipping (2–5 working days)
- £9.95 – Special Delivery (1–2 working days)
Exact shipping options and costs will also be clearly displayed at checkout.
What does 'working days' mean for shipping?
"Working days" are Monday to Friday, from 9 am to 5 pm, excluding weekends and public holidays.
For example, if you order after 5 pm on a Friday with Special Delivery (1–2 working days), the earliest your parcel will arrive is the following Tuesday.
Who will deliver my order?
Standard orders are delivered by Royal Mail. For larger or bulk orders, delivery may be handled by FedEx.
When will I receive my order?
You will usually receive your order within 2–5 working days (Standard) or 1–2 working days (Special Delivery) after dispatch.
Can I track my order?
Yes, once your order has been dispatched, you’ll receive a confirmation email, followed by a separate email containing your tracking link.
Do I have to be at home to receive the delivery?
Not necessarily. If you're not at home, Royal Mail or FedEx may leave your parcel in a safe place or at your local delivery office. You will always have the option to reschedule the delivery or change the delivery method via the courier’s website.
What should I do if I haven't received my order yet?
If your order hasn’t arrived within the expected time, please contact us at +44 (0)1462 346100 or info@esperehealth.co.uk and we’ll help you track it.
Returns & refunds
Can I return my article?
Yes, you can return items within 14 days after receiving them, as long as they are unused, unopened, and in their original packaging.
How do I return my item?
Please contact us at info@esperehealth.co.uk to arrange your return.
Do I have to pay for a return?
We cover return shipping costs if the product is faulty or if there was an error with your order. For other returns, we kindly ask you to arrange the return postage.
When will I receive my refund?
We aim to process refunds within 7 working days after receiving and checking your returned item.
Complaints procedure
How do I submit a complaint?
Please send the details of your complaint to info@esperehealth.co.uk. We aim to respond within 2-3 working days.
What happens after I submit a complaint?
We will review your complaint and work with you to resolve the issue as quickly as possible.