Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> for further assistance

How do I delete my account?

On the main page of the Simon Ourian M.D. website, navigate to the person icon in the top right hand corner and the below box will appear, select either Google, Facebook and Apple and follow the instructions of how to log in.
 
<img src="https://simonourianmd.zendesk.com/hc/article_attachments/14675747215122" alt="Apple ID Account.png" width="541" height="800">

How do I log in if I have created an account via Apple, Facebook or Google?

Please ensure that they are not in your junk folder and if they are please allow emails from us so that you do not miss out of any of our updates! 
If you are still experiencing issues please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com   </a>

I am not receiving emails

Yes, you can amend your personal information.
Please log into your Simon Ourian M.D. account, navigate to the person icon in the top right hand corner then select "Account Settings" here you can amend and update your personal details, including name, address, email address  and password.

Where and how do I amend my personal information?

On the main page of the Simon Ourian M.D. website, navigate to the person icon in the top right hand corner and the below box will appear, select on the "Forgot your Password" button and follow the instructions to reset your password.
 
<img src="https://simonourianmd.zendesk.com/hc/article_attachments/14631352277010" alt="Forgot Password.png" width="541" height="800">

How do I reset my password?

On the main page of the Simon Ourian M.D. website, navigate to the person icon in the top right hand corner and the below box will appear, simply fill in your email address and enter your password in the section below.
 
<img src="https://simonourianmd.zendesk.com/hc/article_attachments/14631379074322" alt="Log In Section.png" width="541" height="800">

How do I log in?

On the main page of the Simon Ourian M.D. website, navigate to the person icon in the top right hand corner and the below box will appear select "Not a member yet? Create an account now!"
 
<img src="https://simonourianmd.zendesk.com/hc/article_attachments/14631414568210" alt="Create an Account.png" width="541" height="800">

How do I create an account?

Account

Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> with more information regarding the issue you are having.

My app / website isn't working 

Please ensure that you are using the correct email address and password. If you have forgotten your password simply press the "Forgot your Password" button and reset it.
If you are still experiencing issues please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> with more information regarding the issue you are having.

I am having trouble logging into my Simon Ourian M.D. account

Please make sure that you allow in your phone settings 'Allow Camera Access' whilst using the Skin Analyser. If you are still experiencing issues, contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> with more information regarding the issue you are having.

I am having issues using the Skin Analyser 

I am having trouble checking out 

Technical Problems

Please follow the instructions on the packaging of how to use each product, this information is also available after the skin analysis regarding each product.

How much of the product do I use?

Our products are designed to be used and combined with each other to create the best results.

Can I combine the products?

Please follow the instructions of how to use each product.

Is there a specific order in which I apply the products?

No, there are no separate day and night routine products at present. They can be used in both of your routines.

Are there separate day time and night time products?

Product Usage

Our products are manufactured in Germany.

Where are the products manufactured?

The ingredient list (INCI) can be found on each dedicated product page below the Product Information Header. The ingredient list is also available on each product packaging.

Is there a full list of ingredients used in the products?

Are the products vegan?

Mums-to-be – please make sure to discuss your skincare products and routines with your trusted gynaecologist. In general, it is recommended that pregnant women avoid vitamin A, essential oils and caffeine, as well as metabolism stimulating treatments and also products that increase the skin’s sensitivity to light.

Are the products safe to use whilst pregnant or breast feeding?

We would recommend that you check with your GP.

Can I use the products whilst on medication?

Our products will not cure/treat skin concerns/issues such as acne, rosacea but will improve the appearance of your skin. For further assistance regarding the treatment of your skin treatment we suggest you contact a specialist.

What products treat what skin concerns/issues?

Yes, all our products are silicone free.

Are the products silicone free?

Some of our products are fragrance free and some do contain natural perfuming extracts and essential oils. Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> for more information.

Are the products fragrance free?

Yes, all our products are cruelty-free.

Are the products cruelty free?

Some of our products do include nut extracts, please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> for more information.

Are the products nut free?

Please complete the skin analysis and it will show you the best products for your results.

What products are best for me?

If you have an allergic reaction please stop using the products and seek medical advice immediately and let us know at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a>

What do I do if I have an allergic reaction?

Some of our products do include sulphates. Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com </a>for more information.

Do the products contain sulfates?

Yes, all our products are GMO free.

Are the products GMO free?

me of our products do include parabens. Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> for more information.

Are the products paraben free?

Product Characteristics

Domestic Shipping is ypically 2-3 working days and International shipping is typically 5-8 working days

How long does it take to ship my order?

Please use the tracking information which was sent to you via email.
If you experience any issues please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> with information regarding your order.

Where is my order?

Please check the tracking information of the carrier to see if they have left your order in a safe place or with a neighbour. If this is not the case please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> with more information regarding your missing order.

My order says it has been delivered, but I do not have it?

If you are based in the UK you will receive a notification from either DPD or Royal Mail once your order has been dispatched and your tracking information will be available there.
If you are based in Europe you will receive this notification from DPD.

Where can I find my tracking number?

We use DPD and Royal Mail for domestic shipments and for shipments to Europe we use DPD.

What shipping carrier do you use?

We will try our best to delay your shipment if your order has not been dispatched from our warehouse, however if it has been dispatched we cannot delay it.
Please use the email notification or text message you received from DPD or Royal Mail if you are based in the UK to manage your delivery requests. If you are based in Europe please manage your delivery with DPD.

Can I delay my shipping as I am away?

No, we do not offer gift wrapping as an option.

Do you offer gift wrapping?

No, we currently do not offer alternative shipping options.

Can I upgrade my shipping service?

We do not offer a next day delivery service

Do you offer next day delivery?

If you are based in Ireland and your order is over 100€ then there are no costs, however if it is under 100€ there is a 6€ fee for shipping. For Europe the price will be determined on the location and this will be shown at the checkout stage.

How much does shipping cost?

Shipping Queries

If any product arrives damaged or defective, please contact <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> within 14 days of receipt to receive a replacement. Please ensure that you have photographic evidence as this is required before issuing a replacement.

My order has arrived damaged

Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com </a>to discuss whether we will accept the order back for a return or refund.
If we do accept the order back for a return or refund please find below the return address that the order needs to be returned to:
Farfill/Fulfillment Partners Limited
C/O Beyond Beauty Club Canberra House, Rowley Rd Coventry Warwickshire CV3 4FR

What is your returns / refund policy?

Refunds can take between 7-10 working days dependant on your card issuer

How long does it take to get my refund?

We are sorry to hear that you are not happy with the products, please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com</a> to discuss this further

I am not happy with the products results can I return them?

Yes, you will be refunded to card used to make the original payment. We cannot refund you to a different card.

Do you refund me back to my original payment method?

Dependant on the issue, return fees are to be paid fully by customers and are not refundable. 
Please ensure that you wrap up the retuning products and keep your proof of postage until we have received the products back with us.

Do I have to pay for the return?

Returns / Refunds

I can't check out

You pay either by debit or credit card - in a one off payment or over 3 months if you opt in for the subscription.

What payment options do you offer?

You pay either using your card card or debit card.

How do I pay?

Yes, you can use your credit card to pay - either as a one off payment or in 3 installments if you have a subscription.

Can I use my credit card?

No, at the moment we do not offer payment plans.

Do you offer payment plans such as Klarna, Clearpay or PayPal?

Can I pay with Amex?

Do you offer gift cards?

Please contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com </a>with more information regarding the issue you are having.

I am having trouble paying

Payment

Yes, the fixed amount is deducted from your account monthly.

Is money deducted monthly from my account?

Should you decide to cancel or pause your subscription, please log into your Simon Ourian M.D. account, navigate to your account section and select "Your Subscription" scroll down to the bottom of the page and you will find a "Pause or Cancel Subscription" button.
If you choose to pause your subscription, you can then select when you would like your next box to be sent to you and the subscription cycle will begin again. Should you chose to cancel your subscription this will cancel your next box from being sent to you, but we will continue to take any remaining instalments for the existing active subscription.
If you experience any issues, please do not hesitate to contact us at <a href="mailto:concierge@simonourianmd.com">concierge@simonourianmd.com.</a>

Can I cancel or pause my Simon Ourian M.D. subscription?

Are there any hidden fees? Like a monthly fee?

The subscription allows you to receive your personalised skincare routine delivered to your door every 3 months, with 3 monthly payments.

What is the subscription?

You can cancel your subscription at any point, provided it's done at least 48 hours before your next shipment.
Please note that if you have an active subscription we will continue to take the monthly instalments owed on the active subscription - cancelling your subscription will stop you receiving your next box.
 
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Can I cancel at any time?

You receive the products at a cheaper price and you are never without your skincare routine!

What are the benefits of the subscription?

The subscription will automatically renew every 3 months.

Can I choose the frequency of my subscription?

No, but you can buy extra products outside of your subcription.

Can I amend the frequency of a certain product in the routine?

Yes, you can buy extra products outside of your subscription.

Can I purchase products outside of my subscription?

The amount will be taken on the day that the subscription is created.

Can I chose the day the money is taken from my account?

Yes, you are able to amend your delivery details in your account section.

Can I change my delivery address?

Subscription

Our packaging is 100% recycable and our shipping boxes are made out of 100% secondary fibers and are FSC-certified.

Is the packaging recyclable?

What is the carbon footprint of the products?

Are the ingredients ethically sourced?

Is the packaging made using sustainable materials?

Sustainability

The skin analysis is a tool that studies your skin to determine your main skin concerns and will develop a personalised routine.

What does the skin analysis do?

Your results from the skin analysis will show you where your main skin concerns are.

What do my results show me?

At present you cannot complete another skin analysis under your account, however this is something that we are working on for the future where you will be able to do so. You would need to create a new account to complete a new skin analysis.

Can I change my skin analysis if my skin concerns change?

The skin analysis is free, no hidden charges!

How much does the skin analysis cost?

The skin analysis is a tool that studies your skin to determine your main skin concerns and will develop a personalised routine for you.

Frequently Asked Questions

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