Hi Zadie, we are really sorry to hear of your experience when trying our products for the first time.
It may be that another of our three Flawless Moisturiser formulas would be more suited to your skin.
We don't want you to feel disappointed with your purchase, therefore we are happy to offer you a refund under our 60-day Happiness Pledge, and have got in touch by email to provide further advice and assistance.
“I was hesitant to use this product at first because a prior skin esthetician had warned me to avoid shea butter. I commented on one of Dr Sam's instagram posts with my concerns, and was surprised to receive a DM with a link to one of her reels further explaining why she uses shea butter in her moisturizing products.
Needless to say, I've been using my free sample of this product for the past couple of weeks and have had no breakouts or irritation. My face feels moisturized, but not greasy.
I've been using this along with the brightly serum, and my boyfriend and mom have commented on the improvement of my skin.
I'll be purchasing a full size bottle :)”
“Do not buy from Dr. Sam’s if you live in New Zealand!
I placed an order that never progressed past the "processed" stage on the tracking website, despite waiting three weeks. When I reached out to customer service, their responses were slow, and they just kept telling me to be patient. Eventually, they admitted that the parcel had gone missing. They then placed a new order for me, assuring me there would be no issues this time. But, surprise surprise, the same thing happened again—another two weeks went by with no progress on the tracking. Now, over a month later, neither parcel has arrived.
I’ve since requested a refund, which has been processed, but despite never receiving any products, I’ve been bombarded with emails asking how the products are working for me and requesting a review. Needless to say, I’m extremely frustrated with this entire process as I went into it excited to swap over my skincare regimn solely to Dr sam's but after what I have experienced I strongly recommend avoiding purchasing from this website if you’re ordering internationally—it's just not worth the hassle!”
Hi Michaela, Thank you for sharing your experience and bringing this to our attention. I want to sincerely apologise for the frustration and inconvenience you’ve faced with your order from Dr Sam’s Skincare. We recently encountered an unexpected issue with deliveries to New Zealand and Australia, which affected a small number of customers. This was not something we had experienced before, and we worked closely with our couriers to investigate and resolve the matter. While we have issued refunds for the delays, I completely understand how disappointing it must have been to experience this. Regarding the emails asking for product feedback, these are automated messages that are sent based on your order timeline. We regret that they were sent in error, and I’ll ensure your feedback is passed on to our team to prevent this from happening again. Your feedback is invaluable to us, and we’re taking steps to improve our international delivery processes to ensure a smoother experience in the future. I understand this doesn’t change what happened, but I truly hope you’ll give us another chance in the future. If you have any further concerns or questions, please don’t hesitate to reach out to us directly.
“I got Constant emails straight after purchasing this asking if I had run out and wanted to order more??! I’ve never come across such an aggressive marketing Strategy.
Sadly I wanted this product to live up to the hype but it was very disappointing. My skin was so flaky everytime I used it and the cream would just pill and then all come off ?!”
