Thank you for sending my order of Firm and Restore Formula. I ordered 6 bottles to take advantage of the big discount. I have only been using for a few days, but already my skin is so much bett... See more
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Review summary
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Reviews shaping this summary
My order for Firm & Restore arrived quickly and was well packaged. The cream is a nice texture and pleasantly scented. Whilst it provides a good smooth base for underneath make-up, I haven't... See more
Company replied
I’ve only been using the Firm and Restore Formula for about a week, so it’s still early days and I haven’t noticed any dramatic changes yet, but my skin looks a little more plump !, my husband... See more
Company replied
Firm/restore moisturiser excellent product on skin of 66 yrs old, people complimented had i changed my make up. My skin looks brighter n fresher. I told no one that i had changed my skincare products... See more
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Company details
Written by the company
The Chelsea Laboratory is a luxury skincare brand that prides itself on providing high quality, effective products that deliver long lasting results. Our focus is on anti-aging skincare, and we have received amazing feedback and reviews from thousands of satisfied customers. Our flagship product, The Firm and Restore Formula, is an anti-aging day cream that targets the MMP protein, which is responsible for breaking down collagen and causing wrinkles. By inhibiting the devastating effects of this protein, our cream helps to restore collagen production and give skin a firmer, more youthful appearance. At The Chelsea Laboratory, we believe that everyone deserves to have beautiful, healthy skin, and we are committed to using only the finest ingredients and most advanced skincare technology in all of our products. Our commitment to quality and effectiveness has earned us a reputation as a trusted and respected skincare brand. The Chelsea Laboratory reviews ourselves constantly so that we provide the best service and products to our customers. Whether you are looking to reduce the appearance of fine lines and wrinkles, or simply want to maintain healthy, radiant skin, The Chelsea Laboratory has a product that is right for you. We invite you to try our products and experience the difference for yourself.
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3.7
Average
1K reviews
Replied to 98% of negative reviews
Typically replies within 1 week
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Pump doesn't work, company will not replace
I placed an order a year ago for 3 canisters of Firm & Restore. The cream is super smooth and readily absorbed. At a cost of £129 I didn't feel able to use it every day and I now hoped to begin the 3rd canister. However the pump doesn't work. I have contacted The Chelsea laboratory who will not replace the canister as it is a year since I placed my order. They made some suggestions as to how to get the pump to work however none work. If only I could unscrew the pump from the canister I could get to the cream. but is doesn't unscrew. So I have £43 of cream but I can't get to it. For a premium product I think this is poor customer service. And I think that the quality of a company is judged when things go wrong. Poor Customer Service
23 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Judith,
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the issue with your third canister.
We’re really pleased to know you’ve enjoyed the texture and absorption of the cream, but we completely understand how frustrating it must be to have product remaining that you’re unable to access. While our policy does cover purchases within a specific timeframe, we agree that situations like this are disappointing—especially with a premium product.
We’d genuinely like the opportunity to make this right for you. If you could please reach out to our support team again and reference this review, we’ll take another look at your case and do our best to find a suitable resolution.
Thank you again for your feedback—it’s incredibly valuable and helps us continue to improve both our products and service.
Warmest regards,
The Chelsea Laboratory Team
I was so excited to receive the product…
I was so excited to receive the product as I’m 75 and looking at all the wrinkles was depressing. I’ve used it for a couple of days and I think it’s improved dramatically. Texture and complexion are showing improvement so I’m thinking of what the difference will be after a month. Thank you. Pamela
17 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Pamela,
Thank you so much for your lovely message.
We’re truly delighted to hear that you’re already noticing improvements in your skin’s texture and complexion after just a few days.
It means a great deal to us to know that our product is helping you feel more confident and positive, and we hope you continue to see even more wonderful results over the coming weeks.
If you need anything at all, please don’t hesitate to reach out to our support team, we’re always here to help.
Thank you again for sharing your experience with us.
Warmest regards,
The Chelsea Laboratory Team
No improvement and no refund received.
I am deeply disappointed in Firm & Restore. I feel completely misled by the promises made and the 180 day "Iron clad" guarantee promised.
I have tried this product for 3 months as per instructions and have not seen any improvement in my skin. I have requested a refund twice now and still have not received it, only receiving one generic response on how to apply the product effectively when I have no product left...Please beware when purchasing this item the refund guarantee appears to be false advertising.
Following reply from The Chelsea Laboratory I have been emailing with Amiel who has requested a return of the products when I have already explained I have used the products so have nothing to return. I am starting to think this is a scam as I have asked for a refund 4 times now. This is an extremely frustrating process why advertise a 180 day iron clad guarantee? I have gone through my recycling bin in the bottom of the garden and managed to find some of the empty containers to return. Let's see if I get a refund shall we?
22 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Marie,
Thank you for your feedback, and we’re very sorry to hear about your experience.
We completely understand your frustration, especially after using the product consistently for 3 months and not seeing the results you were hoping for. We also sincerely apologise for any delay or confusion regarding your refund request.
This is certainly not the experience we want for our customers, and we would really like the opportunity to resolve this for you as quickly as possible.
Could you please send us an email at contact@thechelsealaboratory.com with your order details so we can locate your account and assist you directly?
We take concerns like this very seriously and will do our best to put this right for you.
Kind regards,
The Chelsea Laboratory Team
I like the products so far
I like the products so far, bit expensive though
21 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sylvia,
Thank you for sharing your feedback—we’re really glad to hear you’re enjoying the products so far!
We understand that price is an important consideration, and we aim to reflect the quality of our ingredients and formulations in everything we offer. That said, we truly appreciate your honesty and will continue working to provide the best possible value for our customers.
If you ever have questions or would like help finding the most cost-effective options, our support team is always happy to assist.
Warmest regards,
The Chelsea Laboratory Team
I didn’t even get to the end of the video
I didn’t even get to the end of the video as I was fed up of hearing the same thing over and over again. I have read the reviews on trust pilot and thought that I will give this product a go. Until I read that as soon as you stop using it the wrinkles come back almost immediately. So sorry I won’t be trying it.
19 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Marsha,
Thank you for taking the time to share your feedback—we appreciate your honesty.
We’re sorry to hear that the video didn’t meet your expectations. We understand that everyone prefers different styles of content, and we’ll certainly take your comments on board as we continue to improve our product.
Regarding your concern about results, like many skincare products, consistency is key. The formula is designed to support and improve the appearance of the skin over time, and maintaining a routine helps sustain those benefits. That said, results can vary from person to person depending on individual skin types and routines.
If you ever decide to give it a try, please know that our customer support team is always here to help with any questions or guidance.
Thank you again for your feedback.
Warmest regards,
The Chelsea Laboratory Team
My order arrived within the 7 days…
My order arrived within the 7 days promised now let me say that whilst im am happy to try new skin products in the never ending quest of luking younger fresher etc, I am the worlds biggest sceptic and critical to a fault however i have got to say im very impressed I bought both day and night creams and soo far I love them my facial skin Luks not just supple in the morning but pillowy honestly im both amazed and intrigued and extremely happy
10 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Audrey,
Thank you so much for sharing your experience—we really appreciate your honesty!
We completely understand being skeptical when trying new skincare products, so it means a lot to hear that our Day and Night Creams have made such a positive impression. It’s wonderful to know your skin is feeling supple, refreshed, and even “pillowy” in the morning—that’s exactly the kind of result we strive for.
We’re thrilled you’re enjoying the products so far, and we hope they continue to impress you as you keep using them. If you ever have any questions or need assistance, our team is always here to help.
Thanks again for giving us a try and for sharing your feedback!
Warmest regards,
The Chelsea Laboratory Team
Over promise and does nothing
I fell for this cream that is Firm and Restore. 89.00 for 1 bottle!! I was hopeful and it does not do anything. I have requested a full refund.
17 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Heather,
Thank you for your feedback, and we’re sorry to hear that the product hasn’t met your expectations.
We can confirm that our customer service team has responded to your refund request. If you haven’t seen our reply yet, we kindly ask that you check your spam or junk folder, as sometimes our emails can end up there.
We’re committed to resolving this for you as quickly as possible, so if you’re still unable to locate our response, please feel free to reach out again and we’ll be happy to assist further.
Warmest regards,
The Chelsea Laboratory Team
Lightweight lotion
A lightweight lotion that goes a long way and within days I noticed my skin feeling smoother and a gradual feeling of firmness. Very happy with purchase.
12 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sandra,
We’re delighted to hear that you’re enjoying the lightweight feel and that a little goes a long way—that’s exactly what we aim for. It’s especially great to know you noticed smoother skin and a gradual improvement in firmness within just a few days.
Your feedback truly means a lot to us, and we’re so pleased you’re happy with your purchase. If you ever have any questions or need support, we’re always here to help! 😊
Warmest regards,
The Chelsea Laboratory Team
Ordered the 6 bottles as it said if…
Ordered the 6 bottles as it said if they did not have it in stock you would not be able to order and the order would be next day delivery 9/4 paid the £234 now 16/4 and nothing customer service have said they have no stock yet it told me delivery for 9/4 feel like it’s a scam! BEWARE
8 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Debra,
We’re really sorry to hear about your experience, and we completely understand how frustrating this must feel—especially when the delivery expectations didn’t match what actually happened.
What you’ve described isn’t the experience we want for any of our customers. While our system aims to provide accurate delivery estimates, there are rare occasions where high demand can lead to unexpected stock shortages, and it seems this wasn’t communicated to you clearly enough.
Please be assured this is not a scam, and we take concerns like yours very seriously. We’d really like to make this right for you as quickly as possible. Could you please reach out to our support team again with your order details so we can prioritize your case, provide a clear update, and discuss the best resolution—whether that’s expedited shipping once stock arrives or a full refund if you prefer.
Thank you for bringing this to our attention, and again, we sincerely apologize for the inconvenience caused.
Warmest regards,
The Chelsea Laboratory Team
Firm and Restore Formula Cream
Firm and Restore Formula Cream
I just received the second bottle of this product and it is clearly the best face cream I have ever had. I used Dior capture total cream, Tacha cream, Charlotte Tilbury Magic cream, Dermalogica brand 3 different creams, Medic8 cream, Caudalie 2 different creams… and this is the best one!
Light weight, moisturising skin without any irritation or pore blockage. It gets absorbed immediately and doesn’t sit like a thick layer on the skin. In terms of wrinkles.. well maybe slowing the process of appearing new ones. Once wrinkles appear it is unrealistic to expect Any cream to make them disappear! Unless you have some cosmetic procedures . This cream really does what a good face cream can do - improve skin texture and moisturises without any side effects. Would recommend !
3 January 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Kate,
Thank you so much for taking the time to share such a detailed and thoughtful review.
We’re truly honored to hear that the Firm and Restore Formula stands out among so many well-known products you’ve tried. It’s great to know that you’re enjoying its lightweight texture, fast absorption, and the way it keeps your skin hydrated without irritation or clogging pores—that’s exactly what we aim for.
We also really appreciate your honest perspective on expectations around wrinkles. You’re absolutely right—while no topical product can reverse established lines, supporting the skin with proper hydration and nourishment can go a long way in maintaining a smoother, healthier appearance over time.
Your recommendation means a lot to us, and we’re so glad the formula is working well for you. If you ever have any questions or need further support, we’re always here to help.
Warmest regards,
The Chelsea Laboratory Team
just wanted you to know I’m using all…
just wanted you to know I’m using all your products day & night creams and the firm and restore is amazing . I always stock up as it’s made such a difference to my skin . I feel younger and less crow lines on my forehead .
Thank you from the bottom of my heart ❤️
Kind regards
Kath
22 June 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Kath,
Thank you so much for your kind and heartfelt message—it truly means a lot to us.
We’re delighted to hear that you’re enjoying the full routine and that the Firm and Restore Formula has made such a noticeable difference to your skin. Knowing that you feel more confident, with smoother-looking skin and fewer visible lines, is exactly what we hope for with every customer.
Your continued support and trust, especially stocking up on your favorites, is something we genuinely appreciate. Messages like yours remind us why we do what we do.
If you ever need anything or have any questions, we’re always here for you.
Warmest regards,
The Chelsea Laboratory Team
Advertisement far far far toooo long
Advertisement far far far toooo long
It put me off buying the product
13 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Merline,
Thank you for your honest feedback—we really appreciate you taking the time to share it.
We understand how frustrating it can be when an advertisement feels too long or repetitive, especially when you’re just trying to quickly learn about a product. Your experience is absolutely valid, and we’re sorry it ended up putting you off.
Our goal with the video is to provide as much helpful information as possible, but we recognize that it’s not the preferred format for everyone. We’re actively reviewing feedback like yours to find a better balance and improve the overall experience.
If you’re still open to it and have any questions about the product, we’d be more than happy to assist you directly and provide a clearer, more concise overview.
Thank you again for your feedback—it really helps us improve.
Warmest regards,
The Chelsea Laboratory Team
Skeptical …
I am leaving this review because I find the marketing approach for this product to be all talk and no evidence. The promotional video drags on and repeats the same points without providing substance.
My main concerns:
Lack of Visual Proof: No convincing before-and-after comparisons or unedited, real-user video reviews.
No Clinical Trials/Data: I’ve seen no comparative data to support the claims being made.
High-Pressure Marketing: Repetitive videos feel less genuine and more like a hard sell.
If this product works as well as they claim, the company should be confident enough to send out samples or publish comparison trials. I need to see it to believe it.
11 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Rachel,
Thank you for taking the time to share your detailed feedback—we truly appreciate your honesty.
We’re sorry to hear that our marketing approach left you feeling unconvinced. We completely understand how important it is to see clear, credible evidence before trying a new product, especially when it comes to skincare. Your points regarding visual proof, clinical data, and the overall presentation are valid, and we’ll be sure to share this with our team as we continue improving how we communicate our product’s benefits.
While many of our customers do report positive results, we recognize that trust is built through transparency and clarity. We are actively working on providing more comprehensive information, including clearer demonstrations and supporting details, so customers can feel more confident when making a decision.
We also understand your concerns about the tone of our videos. Creating a better balance between informative and concise content is something we are continuously reviewing, and your feedback helps guide those improvements.
If you’re open to it, our support team would be happy to provide any additional information you may need to feel more comfortable, including product details and usage guidance. Please don’t hesitate to reach out—we’re here to help.
Thank you again for your thoughtful feedback.
Warmest regards,
The Chelsea Laboratory Team
Lost the will to live!!
Was initially very interested in the product but the stress of watching the never ending marketing video was horrendous with so much repetition that provided nothing of value to the customer to help make a decision to purchase but instead turned me off as I was left thinking the HARD SELL was because the product cannot stand up and speak for itself.
Also turned off by the reviews about the subscription issue if you only buy one item which is what most people do when trying something new to ensure it does what it says before committing further money to it. Outcome- another customer lost!!
10 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for taking the time to share your feedback—we’re genuinely sorry to hear that your experience left you feeling frustrated and discouraged.
We completely understand how an overly long or repetitive video can feel overwhelming, and we appreciate you being honest about how this impacted your perception of our product. Your comments are incredibly valuable, and we’ll be sure to pass them on to our team as we continuously work to improve how we present our information in a clearer and more customer-friendly way.
We also want to reassure you regarding your concerns about subscriptions. Our intention is always to be transparent, and there is no obligation to remain subscribed if you choose to try a single product. If anything about this felt unclear or concerning, we truly apologize—that’s not the experience we want for our customers.
We’re sorry we didn’t get the chance to earn your trust this time, but if you’re open to it, our support team would be more than happy to clarify any details and ensure you feel confident and comfortable before making any decision. You can reach us anytime at support, and we’ll do our best to assist you personally.
Thank you again for your honest feedback—it really does help us improve.
Warmest regards,
The Chelsea Laboratory Team
Pleasantly surprised!
I have been using Firm and Restore for over about 10 days now and I am really pleasantly surprised! And relieved!!! I took a leap of faith investing in 6 bottles and worried I might have just wasted quite a lot of money. I loved the feel of the formula from day one and convinced myself that at least it was nice cream to use. Today my husband commented how much smoother my skin was looking. I can see it myself. Can’t quite believe it but very impressed.
7 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Katrina,
We’re absolutely delighted to hear how pleased you are with the results after just 10 days. It’s completely understandable to feel a bit uncertain when making a larger investment, so it’s wonderful to know that your leap of faith has paid off. Hearing that you noticed improvements yourself—and even received a compliment from your husband—is especially rewarding!
We’re also glad you’ve been enjoying the texture and feel of the formula from the very beginning. Thank you again for your trust and for taking the time to share your feedback—it truly means a lot to us.
Warmest regards,
The Chelsea Laboratory Team
Firm and Restore…
I just love your Firm and Restore Formula. It goes onto my skin so smoothly and the fragrance is very gentle but lovely. Although I've only been using it for a short while, I can already see improvements to my skin and thank you so much for your marvellous product. I look forward to seeing where its continued use takes me with my skin. Thank you again.
P.S. The way they treat their customers is second to none, Absolutely brilliant.
6 April 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Linda,
We’re thrilled to hear how much you’re enjoying the Firm and Restore Formula—from its smooth application to the gentle fragrance. It’s especially exciting to know you’re already seeing improvements in such a short time, and we’re confident you’ll continue to see even more benefits with continued use.
Your kind words about our customer care truly mean a lot to us. We always strive to provide the best possible experience, so it’s incredibly rewarding to hear that it made a difference.
Thank you again for your support—we’re so glad to have you with us on your skincare journey!
Warmest regards,
The Chelsea Laboratory Team
Order came quickly
Order came quickly, lots of information what to do and when. So far I’m pleased, but will wait a little longer for creeping cream, as I already have the eye cream. Thank you
31 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Elizabeth,
We’re so pleased to hear that your order arrived quickly and that you found the guidance helpful—it’s important to us that you feel confident in how to use the products.
It’s great to know you’re already enjoying the eye cream, and that sounds like a perfect plan to introduce the Firm and Restore Formula when the time feels right. Everyone’s routine is different, and we’re here to support you every step of the way.
If you ever have any questions or need any advice, please don’t hesitate to reach out. Thank you again for your support!
Warmest regards,
The Chelsea Laboratory Team
The Chelsea Laboratory- brilliant company
I am a 74 years old pensioner and was a little sceptical about ordering the Firm and Restore Formula at first as I have sensitive skin. After a few applications I was amazed how soft and supple my skin felt. Also relishing in the lovely compliments I keep receiving from family and friends. I am so happy I decided to try this Formula from The Chelsea Laboratory. Thank you 🤩
30 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you so much for sharing your wonderful experience! We’re delighted to hear that you decided to give the Firm & Restore Formula a try, especially with sensitive skin, and that it has been working so well for you. It’s fantastic to know that your skin feels softer and more supple after just a few applications, and even better that family and friends are noticing the difference too.
Your kind words truly mean a lot to all of us at The Chelsea Laboratory. We’re so pleased the formula has brought you such positive results, and we really appreciate you taking the time to share your feedback. 😊
Warmest regards,
The Chelsea Laboratory Team
I agree with the long video
I agree with the long video. they definitely don't need to go on and on with examples of different people using the product. I think we get the idea with only two examples.
I added the product to my cart and did not finish the order. I was quickly bombarded with calls from them, asking why I didn't finish my order. I finally placed it on 3/18. Still no product. I did call one of the persons that called me and she was very good at getting back to me. However, she told me I wouldn't get the product until the second week in April. Really???
So, I have no idea how the product works.
18 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Linda,
Thank you for taking the time to share your feedback—we truly appreciate your honesty.
We’re sorry to hear about your experience with the video and the follow-up calls, as well as the delay with your order. This is certainly not the experience we aim to provide, and we understand how frustrating it must be to still be waiting for your product.
To help us look into this for you and provide a proper update on your order, please reach out to our support team via email with your order details. Our team will be more than happy to assist you and ensure this is resolved as quickly as possible.
We truly appreciate your patience and hope to turn your experience around once you receive and try the product.
Warmest regards,
The Chelsea Laboratory Team
Love it
I would like to say that I received the firm and restore bottles and even though it has only been a week my face feels so soft and glowing and my daughter also commented on how she thought my face looked younger and different.
26 March 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Alison,
Thank you so much for sharing your experience!
We’re delighted to hear that after just one week of using the Firm and Restore Formula, your skin is already feeling softer and looking more radiant. It’s especially wonderful that your daughter noticed the difference too—those early compliments can be such a confidence boost!
While results can continue to improve with consistent use, it’s great to know you’re already seeing and feeling positive changes. We truly appreciate you taking the time to share your feedback and hope you continue to enjoy your results.
Warmest regards,
The Chelsea Laboratory Team
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