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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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
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Jack is exceptional and her customer Service is outstanding 😇🙏
Jack is exceptional and his Customer Service is outstanding! I found him to be Very professional, friendly, caring, knowledgeable and passionate about your brand. His focus is completely on making sure the customer is happy and feels valued… which is the exact way I felt after speaking with Jack on the phone…I feel he is a great asset to the “Sarah Chapman” brand. Many thanks Jack for your outstanding Customer Service. 😇😇😇😇😇👏👏x
3 July 2025
Reply from sarahchapman.com
Dear G,
Thank you for your thoughtful words and for taking the time to share your experience.
I'm so pleased to hear that you felt looked after warmly. I always aim to bring care, expertise, and genuine passion to every interaction, and it's wonderful to know that shone through during your conversation. Your kind feedback truly means a great deal to me and to everyone here at Sarah Chapman.
At Sarah Chapman, we are committed to delivering not only high-performance skincare but also exceptional service, always with our clients at the heart of everything we do. We're delighted that this was reflected in your experience.
Warm regards
Jack
Sarah Chapman Customer Care
Fantastic customer service
Fantastic customer service
Always super helpful and personal service/feedback on my enquiries from Jack at Sarah Chapman - thank you!
27 June 2025
Reply from sarahchapman.com
Dear Mrs Rouse,
Thank you so much for your lovely feedback.
I'm thrilled to hear that I was able to help. At Sarah Chapman, we’re passionate about offering expert advice tailored to your needs, and it’s wonderful to know that’s been your experience. We truly appreciate your support and look forward to assisting you again soon.
Best wishes
Jack
Sarah Chapman Customer Care
Excellent service excellent products
Excellent service excellent products. Friendly and helpful staff
26 June 2025
Reply from sarahchapman.com
Dear Shirley,
Thank you so much for your kind words! We're delighted to hear you had such a positive experience with our service and products. Our team takes great pride in offering expert advice with a warm, personal touch so it's wonderful to know that came through. We hope to welcome you back again soon.
All the best
Jack
Sarah Chapman Customer Care
I had a question about a product and…
I had a question about a product and they answered my question in a prompt and professional manner.
25 June 2025
Reply from sarahchapman.com
Dear Sarah-Jane,
Thank you so much for your kind words! We're so pleased to hear that our team was able to assist you promptly and professionally. If you have any further questions or need personalised skincare advice, we're always here to help.
Warm regards
Jack
Sarah Chapman Customer Care
Responsive customer service
The customer service (from Jack) at Sarah Chapman is great! I got my concerns addressed quickly and effectively. Filled me with confidence to buy right away.
25 June 2025
Reply from sarahchapman.com
Dear Geraldine,
Thank you so much for your lovely feedback! I'm delighted to hear that I was able to support you so effectively and instil confidence in your purchase. Providing a reassuring and expert service is so important to us.
Best wishes
Jack
Sarah Chapman Customer Care
Really amazing customer service
Really amazing customer service, went above and beyond to help. Very quick response.
25 June 2025
Reply from sarahchapman.com
Dear Holly,
Thank you for your wonderful feedback! We’re so pleased to hear that our team was able to go above and beyond for you. Providing quick, thoughtful support is something we truly pride ourselves on. If there’s anything else we can assist with, we’re always here to help.
Warm regards
Jack
Sarah Chapman Customer Care
Not only do I swear by the products
Not only do I swear by the products, FedEx lost my shipment. I contacted Sarah Chapman customer service for assistance and they immediately shipped out a replacement order! I am very impressed with their quick and kind response.
17 June 2025
Reply from sarahchapman.com
Hi Amy,
Thank you so much for your wonderful feedback! We're truly sorry to hear that your original order was lost in transit, but we're so pleased our customer care team could resolve it quickly for you.
It means the world to us that you not only love our products but also felt supported and valued throughout the process. We’re always here if you need anything in the future!
Warmest wishes,
Jack
Sarah Chapman Customer Care
Customer service - top notch!
Very helpful customer service
An order was experiencing delays and I was called and they promptly righted the situation which was much appreciated.
Thank you
6 June 2025
Reply from sarahchapman.com
Hi Lucy,
Thank you so much for your kind words!
We’re pleased to hear that our team was able to step in and resolve the delay promptly for you. Your appreciation means a lot, and we're always here if you need anything further.
Best wishes,
Jack
Sarah Chapman Customer Care
Package Sizes
A great shopping experience with Sarah Chapman as always. The only piece of feedback I have is that the size of the package was a bit large for the small container of eye cream I ordered. It feels a bit wasteful and unnecessary, and wondering if more packaging sizes could be added in the future. Thanks.
6 June 2025
Reply from sarahchapman.com
Hi Ns,
Thank you so much for your lovely feedback and continued support. We're pleased to hear that you had another great shopping experience with us.
We appreciate your comments regarding the packaging size. We're actively reviewing our packaging options to ensure we're being as efficient and environmentally conscious as possible.
Warm wishes,
Jack
Sarah Chapman Customer Care.
Nothing better than Sarah Chapman Skincare
Sarah Chapman is the leader in skincare. It is worth every penny. Luxurious feel and results. Hard to use anything else. I was lucky enough to visit London last year and experience the epic facial offered in their clinics. I've been a loyal customer for years and keep coming back for more.
6 June 2025
Reply from sarahchapman.com
Hi Lori,
Thank you so much for your wonderful review and kind words.
We're truly honoured to be your go-to skincare brand and thrilled to hear how much you value both the results and the luxurious feel of our products.
It’s fantastic that you were able to visit our London clinic and experience one of our facials — we love connecting with our customers in person and offering that extra level of care.
Your continued loyalty means the world to us, and we're so grateful to have you as part of the Sarah Chapman community.
We look forward to continuing your skincare journey with you!
Warmest wishes,
Jack
Sarah Chapman Customer Care.
Fantastic customer service
Fantastic customer service. I’ve been an avid user of Sarah Chapman products and bought their face steamer and extractor a couple of years ago. I lost one of the parts and asked the team where I could purchase a replacement part. They were super quick in responding and posting a replacement part. Super quick and easy transaction and great team thank you!
5 May 2025
Unprompted review
Reply from sarahchapman.com
Hi SD,
Thank you so much for your kind words! We're delighted to hear that you've been enjoying your Sarah Chapman products and that our team was able to assist you quickly with a replacement part. Providing efficient, helpful service is something we pride ourselves on, and it's always wonderful to know when it's appreciated. If you ever need anything else, we're just a message away.
Best wishes,
Jack
Sarah Chapman Customer Care.
The company always reacts quickly to…
The company always reacts quickly to customer problems. My problem with a gift card was sorted the next day and most efficiently.
Great that a trustworthy brand has the customer care to back it up.
28 May 2025
Unprompted review
Reply from sarahchapman.com
Hi Susan,
Thank you so much for your kind words! We're delighted to hear that our team was able to resolve your gift card issue quickly and efficiently. Providing a seamless and supportive experience is so important to us, and it's wonderful to know you felt well looked after. We truly appreciate your trust in our brand!
Warmest wishes,
Jack
Sarah Chapman Customer Care
Excellent customer service.
I received Sarah Chapman Icon Day as a gift. Unfortunately the top was broken but customer service came to the rescue. I received a replacement within days. Outstanding customer service…….and the product is outstanding too!
20 May 2025
Unprompted review
Reply from sarahchapman.com
Hi Dee,
Thank you so much for your lovely review!
We're sorry to hear the product arrived damaged, but we're thrilled our customer service team could quickly resolve this for you.
We're so pleased you're enjoying the Icon Day – it's wonderful to hear you think it's as outstanding as we do!
We appreciate your kind words and support, and we look forward to assisting you again in the future.
Warmest wishes,
Jack
Sarah Chapman Customer Care
AMAZING EXPERIENCE & TREAT!
As always, another amazing Facial at Sarah Chapman.
Stacie is FABULOUS & her wealth of knowledge, tips & advice is priceless! Clinic is always clean & welcoming, efficient & professional. Instant results from the Micro needling...my skin feels fresh & plump. I can't speak highly enough about this clinic & it's staff! Continue doing what you're doing!
22 May 2025
Unprompted review
Reply from sarahchapman.com
Hi Rebecca,
Thank you so much for your glowing review! We're absolutely delighted to hear that you had another amazing facial and that Stacie made such a fantastic impression. we’ll be sure to pass along your kind words to her. It's wonderful to know you felt welcomed, cared for, and saw instant results from your treatment.
We truly appreciate your continued support and look forward to welcoming you back to the clinic soon!
Warmest wishes,
Jack
Sarah Chapman Customer Care
Lovely products!!!
Lovely products - I’ve been using the R&R glow and Skinesis moisture mask and my skin feels really soft and very moisturised!! Also I have very sensitive skin but had no reactions so that’s great!!!
23 May 2025
Unprompted review
Reply from sarahchapman.com
Hi Jess,
Thank you so much for your lovely review! We're thrilled to hear that you're enjoying the R&R Glow and Skinesis Moisture Mask and delighted that your skin has reacted so well.
We truly appreciate your feedback and your trust in our products!
Warm regards,
Jack
Sarah Chapman Customer Care
Digital Shield
I’ve been using Sarah Chapman Digital Shield for a few weeks now, and I’m honestly impressed. My skin tends to get tired and dull from being in London and on the tube, but this products has made a noticeable difference. Most importantly it Dosent sit on the skin , absorbing in really fast.
1 May 2025
Unprompted review
Reply from sarahchapman.com
Hi JB,
Thank you so much for your wonderful review! We're delighted to hear that the Digital Shield has made such a noticeable difference to your skin, especially with the daily challenges of city life.
We truly appreciate you taking the time to share your experience and are so pleased to be part of your skincare routine.
Best wishes,
Jack
Sarah Chapman Customer Care
Amazing Customer Service!
21 May 2025
Unprompted review
Reply from sarahchapman.com
Hi Dima,
Thank you so much for your lovely review! We're thrilled to hear you had such a positive experience with our customer service team.
Your kind words mean the world to us, and we're always here if you need anything in the future.
Warm regards
Jack
Sarah Chapman Customer Care
Digital Shield
I first tried the Digital Shield while visiting a friend—he had a sample and kindly gave it to me so I could try it for a few days. I noticed an instant improvement in my skin and was so impressed that I bought a bottle for myself.
30 April 2025
Unprompted review
Reply from sarahchapman.com
Hi Paul,
Thank you so much for your review!
We're thrilled to hear that you had such a positive first experience with our Digital Shield even more delighted that it made a noticeable difference to your skin so quickly.
It’s wonderful when a recommendation from a friend turns into a product you love.
We really appreciate you taking the time to share your feedback and for choosing Sarah Chapman.
Best wishes
Jack
Sarah Chapman Customer Care
Fantastic Product
Love the 3D Moisture Infusion face mask!! Does wonders for my skin and makes my face feels so hydrated. Couldn’t recommend enough
5 May 2025
Unprompted review
Reply from sarahchapman.com
Hi Connor,
Thank you so much for your lovely review! We're thrilled to hear how much you're enjoying the 3D Moisture Infusion Mask and that it's leaving you feeling so hydrated and refreshed.
We truly appreciate your recommendation and are so pleased it's become a favourite in your routine!
Warmest wishes,
Jack
Sarah Chapman Customer Care
GREAT PRODUCTS, GREAT SERVICE
Not only are the Sarah Chapman products great, their customer service is brilliant. They were unbelievably responsive when I had not ordered everything I intended to and sorted that. Then, they immediately sent out a replacement for a product with a faulty pump. I am just starting on my Sarah Chapman journey, but intend to buy more!
29 April 2025
Unprompted review
Reply from sarahchapman.com
Hi Lesley,
Thank you so much for your kind words! We're delighted to hear that you've had such a positive experience with our products and customer care team.
It's great to know we could quickly assist you with your order and resolve the issue with the pump.
We're thrilled to have you on your Sarah Chapman journey and look forward to being part of your skincare routine for a long time to come!
Best wishes
Jack
Sarah Chapman Customer Care
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