Frequently Asked Questions


How can I get bespoke skincare advice tailored to me?

Our Customer Care Team will be happy to advise you over the phone after a few skincare and lifestyle questions. Email us at

Do you test on animals?

Absolutely not - Medik8 does not test on animals, nor does it ask any other company or supplier to test on its behalf. Developments in science mean that Medik8 does not require any animal testing to ensure cosmetic products are safe and effective. Medik8 adheres to strict European regulations that also prohibit animal testing in cosmetics. Medik8 takes the matter of checking its supplier compliance very seriously as an integral part of its product development process. Medik8 looks forward to the day when animal testing is banned worldwide, forever. 

Can I use Medik8 products during pregnancy or when nursing?

Unfortunately, as a cosmetic brand we are unable to provide specific medical advice relating to our products. We would strongly advise speaking with your physician or midwife so that they can give you an accurate recommendation. The full ingredients list for each of our products can be found on the product pages of the Medik8 website.

However, for general guidance, the main ingredient we recommend to avoid during pregnancy or nursing is vitamin A; found in Intelligent Retinol, Crystal Retinal, any r-Retinoate and Night Ritual Vitamin A. 

Are Medik8 products vegan-friendly?

Most are, but not all. Since 2019, Medik8 has self-certified its products as vegan-friendly, based on having no animal based ingredients nor derivatives in any of its final formulas (which is still the case).

Voluntarily, Medik8 has since decided to put all of its products through an even more stringent vegan assessment via the experts in this field, The Vegan Society, to ensure it has third-party verified and documented evidence of such throughout its entire end-to-end supply chain. This is a process and so, as each product is approved, Medik8 is updating its website product detail pages with ‘Certified by The Vegan Society’ under the ‘Good To Know’ section. If you have any queries about the vegan status of a particular product, please contact the Medik8 Customer Care team who can give you the very latest details.

Are Medik8 products fragranced?

To create a beautiful product which we know our customers will want to use every day, we use a low level of essential oils to imbue each formula with a subtle and elegant aroma. We do not use any synthetic fragrance and openly declare our fully natural blend rather than adding simply "fragrance" to the ingredients list so that you can see exactly what goes in.

Do you have samples I can try?

Periodically, we will offer deluxe samples of some of our iconic formulas on

I think I’ve had a reaction to a Medik8 product. What shall I do?

We’re very sorry to hear that and rest assured, this is quite rare. Please ensure you cease use of the suspected product immediately. If you bought the product via, please contact our Customer Care Team at If you bought via another online retailer, please contact them directly for advice.

What is Medik8’s approach to sustainability?

Medik8 is an anti-aging brand that thinks like a natural brand. We believe strongly in doing our bit to reduce our environmental footprint at every opportunity. We know it’s a value we share with our customers and we just couldn’t do it any other way.

Actions not words….. We have various ongoing initiatives; some big, some small; to help minimise our environmental impact. It is such a big priority that touches everything we do: from implementing cold manufacturing processes to minimise our energy consumption, to ingredient audits to ensure sustainable sourcing, to 100% recycled PCR plastics, paper and card and even soya ink printing. We really are tackling sustainability head on - in a big way. It’s not just greenwashing. This is serious stuff. Read more about our crusade here.

How do I prime my Crystal Retinal or other airless tube?

Our next-gen Crystal Retinal formula is housed in our silver, airless tubes, for optimal stability.

Sometimes, it can take a little while for the pump to get going. This is quite common with this type of pump, and is known as priming. You can prime it by pressing the pump multiple times until some product comes out.

If you are finding that this is not the case for your product, we have a further 3 top tips to help you pump your Crystal Retinal.

1) Try holding your tube with the pump facing down when pressing on the pump.

2) Squeeze the tube as you press the pump; start squeezing from the top of the tube and moving down towards the pump.

3)Make sure to store Crystal Retinal standing up, on its lid so gravity pulls the formula downwards.

For more information, please see the following video on Medik8 Airless Tubes.


I made a mistake in my order. Can I amend it once it’s been submitted?

We’ve all been there - don’t panic. We will do our utmost to amend your order if we can. Orders placed before 4pm (GMT) Monday to Friday are processed the same day, so do get in contact with us as soon as possible. Contact us at and our Customer Care Team will try their absolute best to help you.

Do you have a discount code I can use?

From time to time, we offer discounts on selected products via our newsletter. Log in to your account to sign up. Go into My Account by clicking on the person symbol in the top right hand corner of your screen, then choose 'Newsletter Subscriptions' and ensure the 'General Subscription' box is ticked.


Where can I find information about delivery?

We have a dedicated page full of useful information on deliveries, tracking, returns and refunds. Click here for more details.


How do I return a product?

We have a dedicated page full of useful information on deliveries, tracking, returns and refunds. Click here for more details.


How do I sign up for a subscription?

Go to the product page for any product you would like to subscribe to and select the option for Subscribe & Save before you add to cart. You can add as many subscription items to your cart as you want.

Can I add a discount code to a subscription order?

No, unfortunately, discount codes cannot be used on subscription items. If you have a one time only item(s) in your cart with your subscription item, the discount code will apply to the one-time item(s) only. This includes Me&Medik8 discount codes.

Can I have multiple products on a subscription?

Yes, you can add as many products as you would like to your subscription.

How can I change my subscription? Can I skip a shipment?

From your account portal, you can swap the items that you receive in your subscription, reschedule a shipment, skip a shipment, and update your billing and shipping information.

How do I cancel my subscription?

You can cancel your subscription directly in your account section. Swap the items you receive in your subscription, reschedule a shipment, skip a shipment, and update billing and shipping information directly from the account portal.

I cancelled my subscription but still received my order. Why is that?

You may have cancelled your subscription after it was already processed and shipped. If you don't believe this was the case, please reach out to our customer support team here. You can check the status of all your subscriptions in your account portal

What if my address changed?

Need to make changes to your address? You can always update your address through your account with us. You will need to be sure you have created an account online here. Once you have an account, you'll have easy access to managing all subscriptions and updating your address.

When will my subscription be delivered?

You will receive an email confirmation 5 days prior to your subscription order being processed. Once your subscription order is processed, you will receive an order confirmation followed by tracking information once it ships.


Can I still buy all of my favorite Medik8 products on the North America website?

With the exception of a few products, all of our products are available on the North American website. Almost all of our products are identical between the International and North American sites. Please note that Advanced Night Restore is called Advanced Night Ceramide on the North American store but is the same formula you love.

How do I activate my account on the North American website?

You will receive a password reset link in your inbox, if you haven't already. This will allow you to access your existing account. Currently your order history will be empty, however this information will become available from April 9th when your account migration is fully complete. Please note you will not be able to use the re-order functionality for any past orders, but as soon as you start shopping this feature will be available again.