FAQs

Hopefully we can answer your query here. If not, just drop us an email.

Where are Tandem Skincare products made?

Our products are formulated by our own in-house chemist, in collaboration with some of the UK's top formulators. We manufacture in-house here at our lab in London, meaning that we have complete visibility over our supply chain and can ensure the quality of our ingredients, manufacturing process and ultimately, products.

Are they cruelty-free?

Yes. All our products are certified cruelty-free by Leaping Bunny. This means that not only do we never, ever test on animals – but our ingredient suppliers don’t either. Instead, we thoroughly test our formulas on willing humans, to make sure they’re all good and super-effective for your skin.

Are they vegan?

Yes. All our products are certified vegan by the Vegan Society.

Are they natural or organic?

Yes. All but three of our products have been certified organic by COSMOS, the leading international standard created by the five key European organic certification bodies. The three products that aren't certified COSMOS Organic are Back-on-Track Booster (this contains niacinamide), Brightening Booster (this contains a potent, stable format of vitamin C, ascorbyl tetraisopalmitate, which is produced in a lab) and More than Moisturiser Rich - this contains bakuchiol, which although derived from a plant, is extracted using a petrochemical.

What does COSMOS Natural/Organic certification mean?

This is a relatively new certification, and a great thing for the beauty and skincare sector. As a response to the growing confusion over what ‘natural’ and ‘green’ actually means, COSMOS aims to safeguard the welfare of people and our environment by setting strict and tightly regulated standards which apply to every part of a product's supply chain. Certifying with COSMOS is voluntary, but we’re committed to keeping up our certification – because it provides certainty in a world where greenwashing is, well, everywhere.

Is the packaging recyclable?

Yes. We package our products in glass, the most easily and commonly recycled material. We also use sugar cane which is recyclable and industrially compostable. And as far as we can, we use recycled and recyclable plastic dispensers. We’ll let you know how to recycle the dispensers – some involve disassembling. We also ship our products in fully recyclable materials and the protective outer boxes are made from 100% recycled card.

Do the products only work if used in tandem (ie. do I have to use only Tandem products to get results)?

Our products work extremely well together, but you can use them alongside other products too. We’d hate to create a line where you could ONLY use the products with each other (not good karma, that). Just make sure you always look at the ingredients if you’re using our product with something else. Our range is designed to work together, so there’s no doubling up of potent actives. If you’re unsure about how to use any of our products, give us a shout at hello@tandemskincare.co.uk or DM us on Instagram (@tandem_skincare).

I’ve got really sensitive skin. Can I use all your products?

Yes! We wanted to create a product line that worked for all skins. If you’re concerned, carry out a patch test first. This means applying your product to a small area of skin and waiting at least 24 hours to see if any irritation occurs. 

Can you send me some samples to try before I buy?

We don't send out free samples on their own, but you can choose one free sample at checkout every time you order.

Can I use Tandem Skincare when pregnant or breastfeeding?

Congratulations! Yes, all our products are pregnancy and breastfeeding safe.

Can you tell me exactly when and how to use Tandem products?

Yes, of course – we’re here to take the confusion out of skincare! We’ve included as much info as possible on this site about how to use your Tandem products, but if you’d like to know more (or have a specific question), just pop an email into our inbox at hello@tandemskincare.co.uk or DM us on Instagram @tandem_skincare. We’ll get back to you as soon as we can.

Can you buy Tandem Skincare in shops?

Nope. But that’s ace. We choose to be online only, so you get a better price, with no third party retail mark-ups. Plus, if you want to know anything at all, you can speak directly to us. Hey!

How much is shipping?

UK: Free Standard Shipping for orders £30 and over | £2.95 for orders under £30

EU: Free Standard Shipping for orders €50 and over | €6 for orders under €50

US: Free Standard Shipping for orders $60 and over | $10 for orders under $60.

Rest of World: Free Standard Shipping for orders £60 equivalent and over | £15 for orders under £60 equivalent. Customs duties may also apply.

Do you ship internationally?

Yes! We ship to most countries.

EU: Free Standard Shipping for orders €50 and over | €6 for orders under €50

US: Free Standard Shipping for orders $60 and over | $10 for orders under $60.

Rest of World: Free Standard Shipping for orders £60 equivalent and over | £15 for orders under £60 equivalent.

Please be aware that customs duties may also apply and will be charged to you by your national tax authorities when the products arrive. Note: orders to the US under $800 do not currently incur customs duties.

Can I order by phone?

We do everything online, so you can only place orders through our site. If you want to get in touch about anything else, we respond super-quick to emails or Instagram DMs. Just give us a shout on hello@tandemskincare.co.uk or via Instagram DM (@tandem_skincare).

How do I check on my order?

We’ll email you a confirmation as soon as you’ve placed your order. Then, once it’s been despatched, we’ll email you with a link to your tracking info.

Can I change or cancel my order once I've placed it?

If you want to change your order, just email us as soon as you can at hello@tandemskincare.co.uk.

What's your returns policy?

Non Faulty Products: 

At Tandem, we want you to be happy with every purchase you make with us.

If for any reason you aren't completely satisfied or you change your mind, you may return any product for a full refund or replacement (as appropriate) within 30 days of receipt of your order.

Please return to Tandem Returns, 15 Pennard Road, London, W12 8DW

We recommend that you return products via Registered Post. You assume any risk of lost, theft or damaged goods during transit and therefore we advise you insure your parcel. Tandem Skincare will not be responsible for parcels lost or damaged in transit. A refund or replacement can only be issued once goods are physically received at Tandem Skincare HQ.  

Faulty Products:

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as 'received damaged'.

If your goods are received as faulty or damaged once opened please contact us at hello@tandemskincare.co.uk with 48 hours of receiving your order.

Please note that we may require images of any damages for our records.