I have always had great treatments, and response to anything I ask at Sarah Chapman. They really care about their clients. Customer service people are polite and welcoming and always go out of their w... See more
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Review summary
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What people talk about most
Reviews shaping this summary
I am so thrilled to have discovered Sarah Chapman skincare products. The website is easy to use and products dispatched very quickly. Their customer care is exemplary. Jack is always courteous, frie... See more
Company replied
I had an issue with a product that was not working correctly. I contacted Sarah chapman over the weekend (Sat) Not realising their customer service dept was closed. I recvd a call Monday morning fr... See more
Company replied
I ordered three items on Sunday taking advantage of the 30% discount offer. When my order was confirmed two of the items were discounted but the third was had a ‘subscription’ added (regular repeat or... See more
Company details
Written by the company
Renowned as London’s most sought-after facialist, Sarah Chapman is the founder and formulator behind the award-winning Skinesis skincare range and clinic. With over 20 years of experience and advanced training in cosmetic science, Sarah has developed a reputation for delivering transformative results through a unique combination of cutting-edge technology, potent active ingredients, and her signature massage techniques. At the heart of Sarah Chapman Skinesis is a science-driven, hands-on approach to skincare. Each product is inspired by the real-life concerns of over 15,000 facials performed annually at her Chelsea-based Skinesis Clinic – a trusted destination for A-list clients and beauty insiders alike. From collagen therapies to microneedling and laser treatments, the clinic delivers radiant, red carpet-ready skin. Launched in 2008, the Skinesis product line brings this expertise home with results-driven formulas that blend advanced actives like peptides, stem cells, and vitamins with high-performance botanicals and essential oils. The result? Proven, luxurious skincare designed to transform your complexion and deliver the legendary Skinesis glow.
Contact info
United Kingdom
- customercare@sarahchapman.com
- sarahchapman.com
4.8
Excellent
116 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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Excellent service when communicating or…
Excellent service when communicating or purchasing. Good website, easy to negotiate, order and pay. Easy to manage account, gorgeous science backed products
8 June 2026
Reply from sarahchapman.com
Dear Gill,
Thank you so much for your review.
We're delighted to hear that you found our website easy to use and that your experience with purchasing and account management was seamless.
It's especially rewarding to know that you value our science-backed products, as quality and transparency are at the heart of everything we do. We truly appreciate your support and look forward to serving you again in the future.
All the Best
Jack
Sarah Chapman Customer Care
Very helpful team who responded quickly…
Very helpful team who responded quickly & helpfully to my questions regarding a product that I was considering purchasing. Will definitely keep buying SC products, I like them very much.
3 June 2026
Reply from sarahchapman.com
Dear FW,
Thank you for your wonderful review.
We're delighted to hear that our team was able to answer your questions quickly and help you feel confident in your purchase. Providing personalised skincare advice and exceptional customer service is something we take great pride in.
It's fantastic to know that you're enjoying your Sarah Chapman products, and we're truly grateful for your continued support. We look forward to helping you with your skincare journey for many years to come.
Warm regards,
Jack
Sarah Chapman Customer Care
Exceptional customer service
Exceptional customer service. I don’t feel I’ve ever had a company be so fast in getting back to me. It’s been a wonderful experience and Thank You so much I absolutely love my face steamer.
23 May 2026
Reply from sarahchapman.com
Dear Carrie,
Thank you so much for your review.
We are absolutely delighted to hear that you had such a positive experience with our Customer Care team. Providing thoughtful and timely support is incredibly important to us, so your kind words truly mean a lot.
It is also wonderful to hear that you are loving your Pro Hydro-Mist Steamer. It has become such a favourite for creating that spa-like experience at home, and we are so pleased it has found a place in your routine.
Thank you again for taking the time to share your feedback and for choosing Sarah Chapman.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Exemplary
Fantastic service. Customer care is exemplary. Jack provided prompt, helpful, knowledgeable and courteous responses to my queries. Products are excellent too! :)
20 May 2026
Reply from sarahchapman.com
Dear Teresa,
Thank you so much for your wonderful review. We are absolutely delighted to hear about your experience and truly appreciate your kind words.
Providing thoughtful, knowledgeable and personalised support is so important to us, so it’s lovely to hear that I was able to assist and make your experience a positive one.
We're also thrilled that you are enjoying your products too. Thank you again for taking the time to share your experience and for being part of the Sarah Chapman community.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Miss Patel,
Thank you so much for your lovely review.
We are delighted to hear that you had an excellent experience with our Customer Care team. Providing thoughtful, attentive support is incredibly important to us, so your kind feedback truly means a lot.
We hope you continue to enjoy your Sarah Chapman experience, and we look forward to welcoming you back again soon.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Outstanding products matched with outstanding customer service
Quick delivery of the items via Dpd and when the pump was broken on a tube l reported it and sent s pic . The item was replaced within 24hours! The items as ever are excellent and so is the service
2 May 2026
Reply from sarahchapman.com
Dear Annette,
Thank you so much for taking the time to share your experience.
We are delighted to hear that you are enjoying your Skinesis products and that our Customer Care team was able to resolve the issue with your pump so quickly. We always want every part of your experience from delivery to daily use to feel seamless and luxurious.
Your kind words about both the products and service truly mean a great deal to us, and we will be sure to share your feedback with the wider team.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Love all of my Sarah Chapman products
Love all of my Sarah Chapman products!
The texture and smell of The Ultimate Cleanse is wonderful and my skin feels silky, clean and refreshed after use making it a great base for my serums and creams. Highly recommend.
23 April 2026
Reply from sarahchapman.com
Dear Wendy,
Thank you so much for your wonderful feedback.
We’re absolutely delighted to hear how much you’re enjoying your Sarah Chapman products, and especially that Ultimate Cleanse has become such a valued part of your routine. It’s lovely to know the texture and sensorial experience resonate with you, and that it’s leaving your skin feeling beautifully clean, silky and perfectly prepped for the rest of your skincare.
Your recommendation truly means a great deal to us, and we’re so pleased to be part of your daily ritual.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Fantastic customer service
Fantastic customer service - promptly replaced an item that was not up to standard
21 April 2026
Reply from sarahchapman.com
Dear Clare,
Thank you so much for taking the time to share your experience.
We’re delighted to hear that our team was able to resolve this for you quickly. While we’re sorry that the original item did not meet our usual standards, it’s wonderful to know that the replacement process was smooth and met your expectations.
Providing prompt, thoughtful support is incredibly important to us, so your feedback truly means a lot.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear SWY,
Thank you for your kind words.
We’re so pleased to hear that your experience felt swift, helpful, and caring, which is exactly what we strive to deliver with every interaction. Providing timely support while ensuring you feel looked after is incredibly important to us.
We truly appreciate you taking the time to share your feedback, and we look forward to assisting you again in the future.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Double cleanse
Bought the christmas offer of the double cleanse set as I wanted to try rapid radiance cleanse. Not surprised i already love this addition to my ever growing Sarah chapman wardrobe ❤️
Thank you for fabulous products.
8 April 2026
Reply from sarahchapman.com
Dear Allison,
Thank you so much for sharing this lovely feedback.
We’re thrilled to hear you discovered the set and that Rapid Radiance Cleanse has become a new favourite. It’s such a beautiful addition to any routine, especially for that instant glow and gentle resurfacing.
It means so much to us to be part of your growing Sarah Chapman collection, and we’re delighted the products continue to deliver for you.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Sara,
Thank you so much for your kind words.
We’re delighted to hear that you found our response helpful and prompt. Providing timely, thoughtful support is always our priority, so it truly means a great deal to know this made a difference to your experience.
If there’s ever anything more we can assist you with, please don’t hesitate to reach out.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Lost my charger from a product and I…
Lost my charger from a product and I asked back for help; promptly was answered and I got free replacement. Very grateful and Impressed!!!
8 April 2026
Reply from sarahchapman.com
Dear Daniela,
Thank you for your wonderful review. We are so pleased to hear that our team could assist you quickly and provide a replacement charger for your product.
At Sarah Chapman, we always want every part of your experience with us to feel seamless and supportive, so it is lovely to know we could help resolve this for you promptly. Your kind words mean a great deal to us, and we are delighted to have left such a positive impression.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Dealt with a problem that wasn’t their…
Dealt with a problem that wasn’t their fault very quickly so a very good outcome.
30 March 2026
Reply from sarahchapman.com
Dear Diane
Thank you for taking the time to share your experience.
We’re so pleased to hear that the issue was resolved quickly and that you were happy with the outcome. Even when something is outside of our control, we always aim to support our customers as efficiently and thoughtfully as possible.
Your feedback means a great deal to us, and we’re delighted we could turn this into a positive experience.
Bestwishes,
Sarah Chapman Customer Care
Always a good experience with Sarah…
Always a good experience with Sarah Chapman
Highly recommend them
1 April 2026
Reply from sarahchapman.com
Dear Martyn,
Thank you so much for your kind words and for your continued support.
We’re delighted to hear that you consistently have a positive experience with Sarah Chapman. Your recommendation truly means a great deal to us, and it’s wonderful to know we’re a trusted part of your skincare journey.
We look forward to welcoming you back again soon.
Best wishes,
Jack
Sarah Chapman Customer Care
VeryGood quality products
VeryGood quality products
Great customer service
Very good loyalty rewards
31 March 2026
Reply from sarahchapman.com
Dear Sheela,
Thank you for taking the time to share your experience with us.
We’re so pleased to hear you’re enjoying the quality of our products, and that both our Customer Care team and loyalty programme have made a positive impression. Creating a seamless, rewarding experience for our customers is always our priority, so your feedback truly means a great deal.
We’re grateful for your support and look forward to continuing to be part of your skincare routine.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Spicule Collagen Infusion Mask
I enquired about the best time of day to use the mask and had an answer from Jack very quickly. The products are all amazing and Jack was super helpful.
31 March 2026
Reply from sarahchapman.com
Dear TB,
Thank you so much for taking the time to share your experience.
I’m so pleased I could assist you with your question on the best time to use the Spicule Collagen Infusion Mask.
It’s our latest product, and knowing you’re getting the most from it is incredibly important to us.
Your kind words about both the product and your experience with our Customer Care team have been warmly received it’s always our aim to provide thoughtful, expert guidance alongside results-driven skincare.
If there’s ever anything more I can support you with, please don’t hesitate to reach out. I’m always here to help.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Great customer service.
Had a small problem but it was sorted out very quickly and efficiently. Thank you. Great customer service. Really like the product.
19 March 2026
Reply from sarahchapman.com
Dear Alision,
Thank you so much for your kind feedback.
We’re delighted to hear that your concern was resolved quickly and efficiently, and that you felt well supported by our Customer Care team. Providing a seamless experience is always our priority, so it truly means a lot to know this was reflected in your experience.
We’re also so pleased to hear that you’re enjoying the product, which is the most important part.
Warmest regards,
Jack
Sarah Chapman Customer Care
Fraudulent practices
Under no circumstances, should you support this company or ever give them your credit card number. Customer service refuses to cancel subscriptions even after three completed rounds. This is nothing short of fraud.
18 March 2026
Unprompted review
Reply from sarahchapman.com
Dear L,
Thank you for taking the time to share your feedback.
We’re very sorry to read your comments and take any concerns of this nature extremely seriously. We would never wish for any customer to feel this way about their experience with us.
We have reached out to request further information to fully investigate your concerns. However, as we have not yet received a response, we have been unable to locate any active or past subscription linked to your details.
We would very much like to resolve this for you as quickly as possible. If you could kindly provide further information (such as the email address used to place your subscription or any order references), we will be able to look into this matter thoroughly.
Please contact us directly at CustomerCare@sarahchapman.com
and address your email to Jack. I will personally investigate your case.
Warmest regards,
Jack
Sarah Chapman Customer Care
I needed help navigating the web site…
I needed help navigating the web site and received an almost immediate reply.
So appreciate a company that has excellent customer service plus great products.
17 February 2026
Reply from sarahchapman.com
Dear Customer,
Thank you so much for taking the time to share your experience.
We’re delighted to hear that our team was able to assist you so promptly. Creating a seamless, supportive journey whether in clinic or online is incredibly important to us, so it truly means a lot to know you felt well looked after.
Your kind words about both our customer service and our products are deeply appreciated. We’re so pleased to have you as part of the Sarah Chapman community and look forward to supporting you again soon.
Warmest wishes,
Jack
Sarah Chapman Customer Care
I bought a cleanser and the pump…
I bought a cleanser and the pump dispenser was not working correctly. I contacted Sarah Chapman, and did actually manage to get the pump working- not perfectly but well enough to be able to use the cleanser.
I told SC this but they still sent me a new cleanser.
They handled the situation very well, in good time .
3 February 2026
Reply from sarahchapman.com
Dear Anna,
Thank you so much for taking the time to share your experience.
We’re really pleased to hear that our Customer Care team was able to resolve this for you quickly and that you were happy with how the situation was handled.
When a product becomes usable, we always want to ensure your experience with Sarah Chapman is seamless and exceptional from start to finish, so we’re glad we could put this right for you.
Thank you again for your kind words and for choosing Sarah Chapman.
Warmest regards,
Jack
Sarah Chapman Customer Care
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