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Frequently Asked Questions
Coronavirus (COVID-19) Notice:
Shipping of all Dr Sebagh Advanced Ageing-Maintenance Skin Care products
Given the current unprecedented situation worldwide, all orders placed at drsebagh.com — both UK and international — may be subject to unavoidable and unforeseen delays and restrictions in despatch and delivery.
We apologise for any inconvenience that this may cause and thank you in advance for your understanding and patience at this difficult time for everyone.
Below is a list of Frequently Asked Questions about Dr Sebagh Advanced Ageing-Maintenance Skin Care. If you cannot find the answer to your question below, please contact our sales team.
How can I find out the expiry date of the products?
As we are based in the European Union we comply with all EU manufacturing regulations, which are among the strictest in the world. Accordingly, every product that we sell is usable from the date of purchase for a period marked on the product. This period is indicated on the product by the logo of an open jar. The number inside the jar is the number of months that the product in question will keep its properties after opening.
How should I store Pure Vitamin C Powder Cream?
Pure Vitamin C Powder Cream is sensitive to heat, light and ambient humidity. Therefore we recommend that you keep it in a cool and dry place and do not expose it to direct sunlight.
Please be assured that no parabens are used in any shape or form in the Dr Sebagh Advanced Ageing-Maintenance Skin Care range. Our products are entirely paraben-free.
Pregnancy and Breastfeeding
Are Dr Sebagh Advanced Ageing-Maintenance Skin Care products safe to use during pregnancy and breastfeeding?
Dr Sebagh Advanced Ageing-Maintenance Skin Care products are intended for adults and tested accordingly. However, we cannot give specific guidance or advice to those who are pregnant or breastfeeding; we recommend that customers seek the advice of their medical doctor with regards to the ingredients of each product (listed on the packaging) during these times.
In addition, please note that there is a sunburn alert on Deep Exfoliating Mask and Deep Exfoliating Mask Sensitive Skin (also printed on the box): Sunburn Alert: This product contains an Alpha Hydroxy Acid (AHA) that may increase your skin's sensitivity to the sun and particularly the possibility of sunburn. Use a sunscreen, wear protective clothing and limit sun exposure while using this product and for a week afterwards.
When will my order be dispatched?
As long as your order is placed before 3pm, it will be dispatched on the same day (providing it is not a weekend or a bank holiday).
Do you offer a faster delivery service?
We are pleased to tell you that there is a next day delivery option for £10.00 for UK customers only. It will reach you before 1pm the following working day if ordered before 3pm on the previous working day.
What are the shipping and handling costs for sending abroad?
If your order is over £250.00, we are pleased to offer you a completely free service for international orders. If you order is under £250.00, you will be charged £20.00 for international shipping.
What import duties might I be charged if I live outside the European Union?
All international orders sent to countries outside the European Union may be subject to import duties. For a guide to the different duty rates for importing skin care products, please consult dutycalculator.com: from the drop down menus, for the Subcategory, select Skin Care, Cosmetics & Tanning; for the Product Item, select Face & Body Creams & Lotions. Click Duty & Tax Rates. You will then have the different import duties listed by country. Cosmetic Doctor at Work Ltd. (Dr Sebagh) accepts no responsibility for any import duties incurred. If you choose not to receive your order, it will be returned to our delivery office. Once it has (and this may take several weeks), you will be given a choice of either having your order resent to a new address, or receiving a refund (please note that under these circumstances, any refund will be subject to a £35 shipping and processing fee).
How long will it take for my order to reach me?
Shipments to the UK are usually delivered within 1-2 working days. International shipments are usually delivered within 5-15 working days after dispatch.
Where is my parcel and can I change the shipping details once the parcel is posted?
Once we have dispatched your order, we cannot affect the speed of its delivery. Please allow at least 21 working days for the international parcel to reach its destination.
What courier is used to deliver items?
Dr Sebagh online uses Royal Mail (signed for) to send items to all our customers.
What courier is used once it reaches the destination country, and how can I contact them?
If your order is being shipped internationally, the local courier will be used to deliver the items to you. If you need more information your local courier, please call Royal Mail customer services on (+44) 3457 740740.
When will I receive my tracking number?
You should receive your tracking number within 24 hours of your order being dispatched. This may take longer for orders placed over the weekend.
How can I track my order?
When you receive your shipment email containing your unique tracking number, you should be able to track your order on the link provided. If the link does not work, simply go to www.royalmail.com and copy and paste your tracking information there.
How can I track my international order?
To find out the status of your order, please enter the tracking reference which was sent with your shipment email (where applicable) here: https://www.drsebagh.com/track-your-order or via 17track.net. Once your delivery has left the UK and reached your country, for more detailed information, you will also be able to track your order using your country's national postal service website. If your order was dispatched by DHL, please track your order here: DHL .
Why haven’t I received my order for over 15 working days?
Though we estimate no longer than 15 working days for international orders, occasionally it can take longer due to international customs checks which unfortunately we cannot control. If your order has taken longer than 25 working days, your parcel will be declared lost by Royal Mail and we will send you a new order.
What happens if I miss my delivery?
If you have missed your delivery then it will be held at your local post office (normally the closest post office to you). You should have a delivery slip from the postman with the details of your missed delivery and how to obtain your parcel.
My tracking status reads “unsuccessful delivery/ delivery attempted”. What does this mean?
If your tracking status reads this message, it means that the courier has attempted a delivery but no-one was home to receive the parcel. In this case, please could you contact your local post office to pick up your parcel or to have it redelivered.
I’ve just tracked my order and it says it’s being returned to the sender. Why has this happened?
The reason for your order being returned to sender is because it has not been collected from the post office and is declared as unclaimed. Please contact firstname.lastname@example.org if your order is being redirected back to the sender.
How can I return my some items to you for a refund?
If you want to return a product and you do not have a returns form, you can write your name and order number and reason for return on the note. The return address is:
9 Wimpole Street
You will be refunded through PayPal if you paid by PayPal. Please refer to our refund policy here.
What happens if my products arrive damaged, broken or leaking?
If your products arrive in a less than perfect condition please email email@example.com with your full name and order number, the product in question and also the batch number (located on the bottom of the box of the product). We will work to quickly resolve the problem.
Can I get a VAT tax form from you?
We do not provide tax forms for visiting customers. If you go to the airport with unopened and unused products along with your invoice paperwork, airport staff will be able to help you with the tax form there.