How long will it take for my order to reach me?

If your order is received by 1pm on a weekday, we will send it out the same day. Orders placed on the weekend are despatched the following Monday. Our standard, free delivery service is sent by Royal Mail’s Tracked48 service, but you can upgrade to Tracked24 or a next-working-day DPD delivery if required.


Can I add to or change my order?

We will happily make changes to your order before it has been dispatched. If you want to make a change to your order, please call us as quickly as possible between 8:30-17:00 Monday-Friday. If you want to add to your order, we can do this over the phone or you can simply place another order online – we will deliver them together wherever possible.


Can I cancel my order?

Orders not yet paid for can be cancelled online but once payment has cleared, cancellations must be handled by a member of staff. Please call our friendly team between 8:30-17:00 Monday-Friday and we’ll be happy to help.


How do I spend my Swan Points?

Swan Points are awarded to logged-in customers whenever they place an order. 5 reward points are given per £1 spent and each point is worth a penny (500 points = £5). Any available points will show at the top of the shopping basket. Simply hit Apply Discount” to use them against your order.


How do I spend Gift Credit?

If you have been given gift credit, it will be available to use at the shopping basket. Simply click on the “Gift Credit” button to redeem it against your order. You must checkout using the same email address that the credit was sent to otherwise it will not be valid. Your order will be discounted by the value of credit on your account. Any remaining credit will remain on your account for use against another order.


Will my Gift Credit expire?

No, gift credit never expires. You can keep it on your account for as long as you like.


Can I exchange my gift credit for cash?

No, gift credit is non-refundable and non-exchangable.


I am not sure exactly which product to order?

We have a really loyal, growing number of customers and we work hard to keep them! So it’s absolutely vital you use a product that is absolutely right for your skin’s needs, and we are very happy to help you in this respect. We have a very good ‘Skin Care Expert’ section on our website which can take you through a few questions and based on the results make a recommendation to you in terms of the right products for your skin. This is based on age, skin type and concerns. However we are also happy to hear directly from you and you can send us an e-mail letting us know all about your skin, or you can call our offices on 0845 600 0203 (local rate number) and speak to one of our advisors.


How do I know whether my skin is dry or dehydrated?

It is quite possible for you to have dry / very dry skin AND be dehydrated. Your skin type will be:

Dry / Very Dry / Normal /Normal-Dry/  Normal-Combination/ Combination /Combination Oily/ Oily/Acne – these are all SKIN TYPES, and any skin type can be dehydrated. Skin which is dehydrated needs water not oil to restore it’s natural moisture content. Skin which is just dry needs a moisturiser with an oil content. If your skin is dehydrated it will feel very tight and uncomfortable after washing your face, the appearance will almost be a little ‘papery’ ‘translucent’, ultimately it will look completely dull and lifeless. We have an excellent line for skin which is dehydrated called Hydracure, this has a cream for each skin type and we would expect that your skin will recover its hydration levels before you finish using the product (unless you are on certain medications which often cause the skin to be dehydrated).


What causes the skin to become dehydrated?

Over exfoliation can strip the skin. Don’t exfoliate more than once a week, and if your skin is dehydrated mix a little exfoliator in with your cleansing milk which will make the process more gently on skin which will be delicate.

Using cleansing products which are too harsh, (often containing alcohol), these may be lower end cleansing products often purchased to help problem, acne type skin. These can dry the surface of the skin, but not treat the underlying problem, so skin will be very flaky and tight on the surface but full of congestion underneath.

Prolonged exposure to the sun causes water to be lost from the skin. Very cold, windy weather and central heating can also dry the skin leading it to feel uncomfortable. If you are undergoing a fat free diet – this will often affect the skin by depriving the body of essential skin friendly fatty acids. Excess alcohol can cause the body (and therefore the skin) to become dehydrated. But the good news is – its quick and easy to fix – as long as you use the right products. Products that specifically work on dehydrated generally have ‘HYDRA’ in their name (meaning water). Check out our Hydracure range.


What exactly is a Serum?

A serum is an intensive treatment that works directly at the heart of the cells. Generally, it is a thicker liquid type product with very active ingredients that are formulated with much smaller molecules than a normal moisturiser, so that they can penetrate deeper into the skin. Generally a Serum should be used when your skin really needs an extra ‘boost’ – this is often after a period of stress, perhaps after a holiday when your skin has been over exposed to the sun.


How should a Serum be used?

If you have oily/combination skin, it may not be necessary to use a moisturiser whilst using a serum, but for those with normal / dry / very dry / dehydrated skin a moisturiser should still be used. Apply a few drops of the Serum to the face, neck and décolletage after cleansing an toning. leave to absorb for a few moments and then apply your moisturiser on top. You can use a serum morning and evening. Once you have finished the product completely, just go back to using your regular moisturiser. Whilst, in theory, you could use a serum all year round it is generally not necessary – but using a serum 2 / 3 times a year should be perfectly adequate! You can normally tell when your skin needs a little something extra!


 Why is it necessary to exfoliate your skin?

Exfoliation is considered to be one of the most important parts of a good skincare regime. This can help resolve certain skin problems as well as achieving healthy, clear skin. The normal cycle of skin renewal means that a layer of dead cells can build up on the surface of the skin, causing the skin to become lackluster and dull. Make-up, if worn, can look ‘blotchy’, and a good regular exfoliation will also mean that any products you apply (serums/Moisturisers) will penetrate far more effectively and work to their maximum. Exfoliation also helps the pores to look smaller.

  • If you have oily / problematic skin – exfoliate just once every 10 – 14 days. By exfoliating more often, you can over-stimulate your skin causing the skin to make more oil as it tries to protect itself.
  • If your skin is normal/dry – exfoliate once a week.
  • If you have very sensitive skin, mix a little exfoliating facial scrub in with your cleansing milk – this is more gently on your skin.

To use a scrub – massage in gently over the face, neck and décolletage, use circular movements and make sue you pay particular attention to areas where congestion is most commonly found (nose/chin). Remove with warm water, and tone afterwards. Check out our Facial Exfoliating Scrub – it has a delicious menthol type feel and smell and leaves your skin feeling fab!


When should you start using an Eye Product?

The eye area is finer and more delicate than the skin on the rest of your face, and the eyes therefore tend to be the first to show expression lines, fine lines and later on in life, deeper wrinkles. Generally we would advise starting to use an eye product from the age of 25-30. A good eye product will not only help correct – but prevent the formation of fine lines. As you get older, you simply use the product to give you the results you want – so you might want a lifting/firming action, in which case look at our Timexpert Lift Eye Cream, to specifically work on lines and wrinkles, check out our Timexpert Rides Eye Duo product. As a first eye cream, a light, refreshing, oxygenating gel is found with our Excel Therapy O2 Eye Cream. For skin which is looking particularly dull, with dark shadows under the eyes, the SRNS Detoxifying Eye Formula is truly excellent.