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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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
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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
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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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Jack is an ambassador of what customer…
Jack is an ambassador of what customer service should be. I’m an avid online shopper and I’ve found Jack to be personable, helpful and efficient in any enquiries I’ve had.
Highly recommended 5 🌟
6 August 2025
Reply from sarahchapman.com
Dear Harrison,
Thank you so much for taking the time to share this thoughtful review.
I'm delighted to hear that I made such a positive impression. Your kind words mean the world to us, and we’re so pleased that your experience reflects the high standard of service we aim to deliver.
We look forward to being part of your skincare journey and welcoming you back again soon.
Warm regards
Jack
Sarah Chapman Customer Care
I have had a wonderful experience
I have had a wonderful experience with Sarah Chapman. They are incredibly helpful and kind. I recently enquired about a discontinued product of theirs via email, the response was very kind and helpful, they recommended a suitable alternative that would accommodate my needs and offered to send me some samples of the product to try. I already love using Sarah Chapman products and would not hesitate in contacting them again if I needed to. Wonderful experience.
13 August 2025
Reply from sarahchapman.com
Dear Karen,
Thank you so much for taking the time to share such a thoughtful review. We’re truly delighted to hear about your positive experience with our team and that our recommendation and samples have been helpful in finding the perfect alternative for your needs.
It’s always our goal to ensure every interaction feels personal, caring, and tailored to you, and we’re so pleased to know this came through in your recent enquiry. Your continued trust in Sarah Chapman means the world to us, and we look forward to supporting you on your skincare journey for many years to come.
All the best
Jack
Sarah Chapman Customer Care
Digital Shield Day Cream 5*
I’d been using the Digital Shield Day Cream for a while, but after speaking to Jack at Sarah Chapman, I decided to try the Digital Rest Night Cream too. I’m so glad I did!
My skin now feels softer, calmer, and more radiant every morning
6 August 2025
Reply from sarahchapman.com
Dear Customer,
Thank you so much for your lovely review! We're delighted to hear that you're enjoying the Digital Rest Night Cream and that your skin is feeling softer, calmer, and more radiant — that’s exactly what we love to hear.
Im so pleased to know my recommendation made a difference.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Kerry,
Thank you for your lovely feedback. We’re so pleased to hear you’re enjoying our products and that our Customer Care team has looked after you so well.
We truly value your support and look forward to continuing your skincare journey with us.
Many thanks
Jack
Sarah Chapman Customer Care
A fantastic first experience with…
A fantastic first experience with purchasing products from Sarah Chapman and loving what I have bought. Customer service was excellent when I had a query. Highly recommend!
6 August 2025
Reply from sarahchapman.com
Dear Anon,
Thank you so much for your kind words and for sharing your first experience with us. We’re delighted to hear that you’re loving your new products and that our Customer Care team could assist you so well.
We hope your new additions become long-term skincare favourites, and we look forward to welcoming you back soon.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Great company truly Amazing Skincare that’s delivers every time perfection
Always a pleasure dealing with Sarah Chapman company I normally text Jack and so so approachable and courteous if I have any problems it’s quickly dealt with and the best skincare ever! I’d never change my skin insurance 30SPF and overnight facial thank you for everything
30 July 2025
Reply from sarahchapman.com
Dear Maria,
Thank you for taking the time to share.
It’s always a pleasure to assist you, and I’m so glad to hear you feel supported and cared for. Your loyalty to our Skinesis Eye Insurance SPF 30 and Overnight Facial means so much to us, and knowing they’ve become irreplaceable in your routine is the highest compliment we could receive.
We look forward to continuing your skincare journey together for many years to come.
All the best
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Dear Hannah,
Thank you so much for sharing such kind words we’re absolutely delighted to hear you had a fantastic experience.
Your recommendation means the world to us, and we’re so pleased we could deliver the level of care and quality we strive for in every interaction.
All the best
Jack
Sarah Chapman Customer Care
Prompt action taken and issue dealt…
Prompt action taken and issue dealt with efficiently
29 July 2025
Reply from sarahchapman.com
Dear Rosiedog,
Thank you so much for your kind words. We're delighted to hear that your issue was resolved promptly and efficiently—it's always our aim to ensure a seamless experience from start to finish.
If there's ever anything further we can assist you with, please don't hesitate to reach out.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Wonderful products
Wonderful products, a total treat for your skin. Amazing customer service, i highly reccomend sarah chapman.
28 July 2025
Reply from sarahchapman.com
Dear Sian,
We’re thrilled to hear that you’re enjoying the Skinesis collection — it’s our mission to create luxurious, results-driven formulas that truly treat the skin. And we’re equally delighted that our customer care team made a lasting impression.
Thank you for recommending us — it means everything.
Best wishes
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Hi Brenda,
Thank you so much for your kind words.
We’re delighted to hear that your order was swiftly handled and that you’re enjoying the skincare — it means the world to us.
Every product is crafted with care and backed by science to deliver visible results, and it's always a joy to know they’re making a difference.
All the best
Jack
Sarah Chapman Customer Care
Excellent customer service and products
I have been a Sarah Chapman customer for the past few years and I absolutely love the products - my skin has never looked better.
Customer service has always been excellent in my experience and recently Jack helped me sort out an issue with my order. He was amazing, quick to respond, really helpful and was brilliant in answering my questions about products.
The Sarah Chapman products tick all my boxes - the best for beautiful powerful products which always deliver. Ultimate Cleanse is genuinely the best cleanser I have ever tried for my skin, Intense Hydrating Booster is always in my routine for hydration and I love the tinted Skin Insurance SPF which is perfect for a very natural coverage that is so light and brightening on my skin. Love, love, love this beautiful collection of stunning skincare.
22 July 2025
Reply from sarahchapman.com
Dear Emma,
Thank you ever so much for your kind words and for being such a loyal part of the Sarah Chapman community. We're absolutely delighted to hear how much you love our products and that your skin has never looked better — this is precisely what we strive for.
I'm so pleased to know that I was able to assist you so thoroughly.
We're delighted that our iconic Ultimate Cleanse, as well as the Intense Hydrating Booster and Skin Insurance SPF, have become staples in your routine — they truly are heroes for achieving a healthy, radiant glow.
Your continued support means the world to us. We can't wait to accompany you on the next steps of your skincare journey.
Warmest wishes,
Jack
Sarah Chapman Customer Care
Great products and excellent customer…
Great products and excellent customer service. Jack is helpful and diligent whenever I have a query.
18 July 2025
Reply from sarahchapman.com
Dear Amanda,
Thank you so much for your kind words and for taking the time to leave such a lovely review. We're thrilled to hear you're enjoying our products and that I was able to support you so diligently — your experience is exactly what I strive for.
Your continued support means the world to us, and we look forward to being part of your skincare journey for many years to come.
Warmest regards,
Jack
Sarah Chapman Customer Care
Jack was excellent in advising on…
Jack was excellent in advising on product composition and went out of his way to ask Sarah, as well as give me an update on my tracking number once order was placed, and all done on-line. First time ordering from Sarah Chapman, the products smell divine and delicious, and so gentle and luxurious on the face, I cannot wait to see how my skin improves with consistent and regular use. Thank you Jack really appreciate your kindness and assistance.
16 July 2025
Reply from sarahchapman.com
Dear Customer,
Thank you so much for your kind words — I’m truly touched. It was such a pleasure assisting you, and I’m so pleased to hear that your first experience with Sarah Chapman has been a positive one.
I’m thrilled you're enjoying the feel and scent of the products already — they really are a joy to use, and I hope you begin to see the results very soon with continued use.
If there’s ever anything else I can do to help, please don’t hesitate to reach out.
Warm regards
Jack
Sarah Chapman Customer Care
Great customer service
I had initial problems paying partly with code. Jack sorted the issues rapidly and very politely. Pleasure dealing with him. Thank uou
16 July 2025
Reply from sarahchapman.com
Dear Emma,
Thank you for your kind words. I'm delighted to hear that I was able to assist you so promptly and warmly. We always aim to make every interaction a pleasure, and it's wonderful to know he made things easy for you.
If there’s ever anything else we can do to help, please don’t hesitate to reach out. We truly appreciate you taking the time to share your experience.
Best wishes
Jack
Sarah Chapman Customer Care
Prompt delivery
Prompt delivery, easy to order from website. Customer service query (about correcting my error in making my order)was dealt with very quickly.
16 July 2025
Reply from sarahchapman.com
Dear Customer,
Thank you so much for taking the time to leave your review. We're delighted to hear your order arrived promptly and that your experience on our website was smooth and straightforward.
It’s especially lovely to know our I was able to assist you quickly — we’re always here to help make your Sarah Chapman experience as seamless and enjoyable as possible.
We hope you're loving your products and look forward to welcoming you back soon.
Warm regards
Jack
Sarah Chapman Customer Care
My pump did not work
My pump did not work, and upon contact and proving the item did not work, a replacement was given
Thank you sarah chapman. happy client
26 June 2025
Reply from sarahchapman.com
Dear Jane,
Thank you so much for taking the time to share your experience. We're sorry to hear that the pump didn't function as expected initially, but we're pleased that we could provide a quick resolution for you.
Delivering both exceptional products and service is at the heart of everything we do, and we're delighted to know you're now enjoying your purchase.
If we can support you further in any way, please don’t hesitate to get in touch.
All the best
Jack
Sarah Chapman Customer Care
Jack helped me find my missing delivery…
Jack helped me find my missing delivery of products in a jiffy - he was super helpful, and more importantly, I got my eye recovery, dynamic defence concentrate and vit C power 2 that same day. Thank goodness as I cannot live without them!
7 July 2025
Unprompted review
Reply from sarahchapman.com
Dear Heather.
Thank you for your lovely review — I'm so pleased I was able to locate your delivery so quickly and ensure your trusted favourites arrived the very same day.
I completely understand how essential Eye Recovery, Dynamic Defence Concentrate, and Vitamin C Power 2 are to your daily ritual, and we’re thrilled you didn’t have to go without them.
Should you ever need anything further, you know where to find us.
Best wishes
Jack
Sarah Chapman Customer Care
Reply from sarahchapman.com
Hi DF,
Thank you so much for your kind words – we’re delighted to hear you had a positive experience.
I'm especially pleased to know that I was able to assist you so helpfully and promptly. At Sarah Chapman customer care, we’re committed to delivering not only transformative skincare but also exceptional service every step of the way.
Your feedback is truly appreciated.
Best wishes
Jack
Sarah Chapman Customer Care
Sarah Chapman products are second to…
Sarah Chapman products are second to none-always worth saving up for, for the results every time. However also worth pointing out the insane customer service I have experienced on several occasions- most recently a damaged ampoule that couldn’t be proven. On emailing them to say I didn’t want or expect anything but wanted to let them know, they immediately jumped on the issue to solve it in the most generous way. I hope one day to be able to attend the spa- if the email customer experience is anything to go by I can only imagine great things. Thank you.
3 July 2025
Reply from sarahchapman.com
Dear louise,
Thank you for your generous and thoughtful words.
We’re truly delighted to hear how much you value our products it means so much to know they’ve consistently delivered the results you’re looking for.
At Sarah Chapman, we are passionate about creating high-performance formulas and pairing them with a standard of service that feels personal, responsive, and kind.
We appreciate your recognition of our customer care team. We believe every touchpoint, from email to in-clinic, should reflect the same level of excellence and attention.
We do hope you’ll visit the Skinesis Clinic one day it would be a pleasure to welcome you and bring the full experience to life.
Best wishes
Jack
Sarah Chapman Customer Care
I have been a Sarah Chapman customer…
I have been a Sarah Chapman customer from the ‘early days’. I have experienced the development of her facials and products over these years..from her signature facial to needling to LED to stem cells. I have included some of her new products into my routine the latest being the excellent Vitamin C products. As a result, my skin belies my years and confirms the benefits of being a Sarah Chapman client.
I would also like to mention the superb customer service people who work behind the scenes. I have had several orders delivered to the States and they arrived prompty.
Lastly, a special shout out to Jack in Customer Service Care. Every company should have a “Jack”!
3 July 2025
Reply from sarahchapman.com
Dear Nancy,
Thank you for your beautiful words and for being such a loyal part of the Sarah Chapman journey. It's a true privilege to have accompanied you through the evolution of our treatments and innovations from signature facials to next-generation skincare formulations.
We're delighted to hear that the Vitamin C collection has become a valued part of your skincare routine and that your skin reflects the benefits of consistent, intelligent skincare.
Your kind recognition means the world. We believe the experience behind the scenes should be as seamless and considered as our products themselves, and it's a joy to know we've delivered that.
Warm regards
Jack
Sarah Chapman Customer Care
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