Frequently Asked Questions


  • How to get a refund for your cancelled appointment

    If you have a Treatment appointment scheduled for the coming weeks, our team will be in touch soon to inform you of our decision to postpone all skincare services. 

    You will be offered a refund or a credit to your account in case you wish to rebook when our services resume. Please note – refunds are dependent on the method of payment used. 

    If you have any questions, our Customer Centre team on the Isle of Wight are always happy to help by phone on +44 (0) 1983 813913 or by email at

  • Postponing your appointment

    If you wish to postpone your appointment, we will be pleased to put your deposit towards a new booking. 

    We usually ask for at least 24 hours’ notice – however, until further notice we will waive this restriction and simply ask you to contact us before your appointment to let us know. 

    Our team will then arrange an alternative date with you. 

  • Are the Treatment Rooms available for private hire?

    Yes, our stores and Treatment Rooms are available for private hire and are perfect for a group of friends wishing to experience treatments together. For more details, please contact the relevant store and speak to a member of our team.

  • Can I exchange a Treatment Gift Voucher for Liz Earle products?

    Yes, your voucher can be exchanged for Liz Earle products. Please bring it with you on the day of purchase. Please be aware that this is only available in Liz Earle stores.

  • What if I’m undergoing medical treatment?

    Please inform us if you are currently undergoing any medical treatment at the time of booking so that we may make any necessary adaptations to ensure you receive the best and safest treatment possible.

  • What is the age limit?

    For anyone under 14 – we regret that we cannot offer treatments due to strict health and safety guidelines. For anyone aged 14-15 – we can offer the Healthy Beautiful Skin Facial with the consent, and in the presence of, a parent or guardian. For anyone aged 16-18 – we can offer all treatments with the consent, and in the presence of, a parent or guardian.

  • What if I’m late?

    If you are late, we will try to accommodate your treatment in the time remaining, but may have to adapt it slightly. If you arrive more than 10 minutes after your appointment time, it may be necessary to reschedule it and our cancellation policy may apply.

  • Are children allowed in the Treatment Rooms?

    We regret that children are not able to accompany parents into the Treatment Room or be left unsupervised in the reception area or the shop while you are enjoying your treatment.

  • Can I give a gratuity?

    Our prices do not include gratuity. If you would like to offer a gratuity, this may be given directly to your therapist, at your discretion. We regret that gratuity cannot be added to card payments.

  • Cancelling your appointment

    We appreciate that it is a difficult and uncertain time for some. Therefore, we will be pleased to offer a full refund to any customers who feel they are unable to reschedule and instead wish to cancel their appointment completely. 

    Please contact us before your appointment and our team will arrange your refund. This will be dependent on the method of payment used. 

    We will continue to update our advice to our store teams and adapt to keep our advisors and customers safe.

    Our Customer Centre team on the Isle of Wight are always happy to help by phone on +44 (0) 1983 813913 or by email at

  • Can I buy gift vouchers for treatments?

    All of our treatments are perfect to give as a special gift. Simply visit one of our treatment rooms, buy online or call our Customer Centre on +44 (0)1983 813913 to order a Treatment Gift Voucher. If you have a Treatment Gift Voucher please ensure to bring it with you on the day of your treatment for payment. Please be aware that Liz Earle Treatment Gift Vouchers can only be redeemed at Liz Earle flagship stores.

  • How often should I have a treatment?

    A facial every 6-8 weeks will give you personal time to relax and restore your wellbeing, and is an effective, blissful way to ensure healthy-looking, glowing skin – your therapist will be happy to advise you on how often they would recommend treatments for you.

  • Can I have a treatment if I am pregnant?

    When booking a treatment, please let us know if you are pregnant or trying to conceive, so we can give you the best advice on the suitability of treatments. We are unable to offer facials or massages to anyone during the first trimester or last two weeks of pregnancy.

  • Are your treatments suitable for men?

    All of our treatments are suitable for both men and women.

  • What time should I arrive?

    You are encouraged to arrive 10 minutes prior to your appointment to allow time to complete a confidential Treatment Consultation form and for you to relax and benefit fully from your treatment.

  • Can I bring my pet?

    Pets and other animals are not permitted, except for guide or assistance animals.

  • Can I have my phone on during the treatment?

    To maintain the restful atmosphere of the Treatment Rooms, we would ask that you please switch off any mobile phones, tablets and similar devices.

  • I am currently using a form of Retinol/Vitamin A-will this affect my treatment?

    We recommend ceasing use for at least a week prior to your facial treatment due to skin being more likely to flush and an increased chance of heightened sensitivity.