FAQs

How much does it cost to purchase a personalised moisturiser?

Each cream combination is bespoke and tailored to, and so the end price is dependant on your final variation. The cost of the Base Formulation is £40; the end product will cost this plus the total of the additional ingredients you add to customise it. Depending on usage amounts, the 50ml tube of our moisturiser should last you 3-4 months, used twice a day.

How much is shipping?

Shipping will cost £1.99 for every order

How quickly will I receive my order?

Each order is handmade in-house and individually formulated. This is a careful process that is not rushed. All orders will be shipped within 5 business days from purchase to allow our team time to hand-create and hand package your order, as well as to add any further custom touches.

What countries do you ship to?

Currently we ship to the United Kingdom only. We plan to expand to Europe in the near future – sign up for updates

Can I create a subscription?

We are currently working on this. Please email hi@baseplus.co.uk to enquire about this.

Can I change my order after checking out?

Orders cannot be amended after they are shipped. If your order has not yet shipped please email orders@baseplus.co.uk and we will try our best to help

I haven’t received my order

As all products are bespoke, hand-made and packaged in-house, please allow 10 business days for receiving your order. After this time please email orders@baseplus.co.uk and we’ll be happy to help

I received the wrong combination

Please do not use the product as it will contain products tailored for someone else’s skin and potentially ingredients you are allergic to. Email us at orders@baseplus.co.uk and we’ll be happy to replace or refund your order as priority

What should I do if I breakout or have a reaction to one of your products?

Please read through the ingredients carefully before purchasing any products on this site to make sure you aren’t allergic to anything they contain. Of course – if our quiz recommends you an ingredient you are allergic to, please click ‘amend’ and remove the ingredient to swap it for something else. In the unlikely event that a reaction does occur from our products, please discontinue use of the product(s) immediately. If your symptoms worsen, please consult your physician.

I’ve changed my mind before receiving my product – can I have a refund?

For our pre-order sales the cut-off point for processing refunds is 23rd August 2020 at 11:59pm. After this date deposits will not be returned as we will be sourcing in ingredients specifically for each individual product and creating each order to hand for the specific individual.

For general sales post our official September launch refunds must be requested within 72 hours after receiving your confirmation email to ensure we do not start to create your unique order.

I don’t like my combination – can I have a refund?

We don’t offer refunds as each product is tailored to you. However, we are happy to create one further combination for you after 14 days of use of the product, free of charge. If you dislike the product due to a negative skin reaction, please discontinue use of the product(s) immediately. If your symptoms worsen, please consult your physician. You can also email us at orders@baseplus.co.uk for one replacement product. All further products after this will be usual price.

My order has arrived damaged – can I have a refund?

If the contents of your order arrive damaged we will be happy to provide a refund. Please send pictures and any text to orders@baseplus.co.uk.

How long will it take to see results?

You may begin to notice results within the first two weeks of using your custom product. We advise using the product for at least four weeks however, as the skin can take between 28 – 40 days for the skin to turn over new cells. You can and should retake the recipe-building quiz when your needs change to make sure you always have a formula that is always tailored to your needs.

Can I use my Base Plus custom moisturiser alongside other products?

Yes! Your moisturiser should be incorporated into your normal routine. Make sure you research to ensure your Base product ingredients are compatible and / or effective with the other products in your routine for maximum efficacy. Products with lightening ingredients should always be used with sun screen / sun block.

Can I use my Base Plus products alongside prescription medication?

Always contact your healthcare advisor / GP / physical BEFORE incorporating anything new into your routine whilst on prescription medication

I have an uncommon or chronic skin condition – can I still use Base Plus?

It’s possible that you can still benefit from using our customised products, however we would definitely advise speaking with your GP / physician / dermatologist first to explore your best treatment options before purchasing

Are your products cruelty-free?

Absolutely