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
Company replied
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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 100% of negative reviews
Typically replies within 1 week
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Cancelling my order.....
For special reasons I had to cancel my order with the company - and I was met with nothing but kindness and full understanding with their professional the customer service. I also received all the information and help I needed - and everything went very smoothly!
They are the best people I have encountered in customer service in many years! Other companies can really really learn from them!
26 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Nina,
Thank you so much for your kind words. We truly appreciate you taking the time to share your experience with our customer service team. We always aim to treat our customers with care and understanding, so it’s wonderful to know that this came across during your interaction with us. Your feedback means a lot and will definitely be shared with the team!
Warmest regards,
The Chelsea Laboratory Team
Video a real turn off.
The video needlessly repeats same phrases ad infinitum, which began to sow doubts.
You really should fire your PR.
Now read most reviews from people who have only used product for a day or two and are waiting to see if lives up to expectations! Why review at this stage? Can they be genuine, as is pointless. More telling is purchasers being unable to cancel subscriptions and get refunds for a product they are unhappy with.
I think that says it all
24 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for sharing your thoughts. We’re sorry to hear that you felt disappointed by our presentation and reviews. We’d like to reassure you that all feedback shared on Trustpilot comes directly from genuine customers who have chosen to post their own experiences—whether that’s after just a few days of use or after a longer period. Every customer’s perspective is valuable, and we never filter or fabricate reviews.
In terms of subscriptions and refunds, we want to clarify that our customers are always protected by our 180-day money-back guarantee. Cancellations and refunds are processed promptly by our customer service team, and we are always available to assist with any concerns to make sure no one is left unhappy with their experience.
We value all feedback, including yours, as it helps us improve. If you’d like to reach out to our support team directly, we’d be more than happy to assist you.
Warmest regards,
The Chelsea Laboratory Team
Do not like the smell
Just started to use the product so too early to tell whether it is good. However I certainly do not like the smell of all three products I am trying including firm and restore formula, firm and restore formula night and the hydrating serum.
21 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Canty,
Thank you for sharing your thoughts with us. We completely understand that scent can be a very personal preference, and we’re sorry to hear the fragrance isn’t to your liking. We appreciate you giving the products a try, and we hope that as you continue using them, you’ll start to notice the benefits they bring to your skin. If you have any questions or need further support, please don’t hesitate to reach out to our customer care team—we’re always happy to help.
Warmest regards,
The Chelsea Laboratory Team
Love this product
Love this product , so pleased I bought it.
My skin is so much better and healthy looking since changing to this product .
20 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you so much for your wonderful feedback! We’re thrilled to hear that you’re seeing such a positive difference in your skin and that it looks healthier since using our product. Your kind words mean a lot to us, and we’re so pleased you made the switch. 💙
Warmest regards,
The Chelsea Laboratory Team
Surprised
I purchased the firm and restore formula with scepticism, but intrigued enough to give it a try.
I’ve not been disappointed my skin after a week is definitely feeling so
much smoother and firmer. I so glad I took the plunge.
Janet
5 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Janet,
Thank you so much for sharing your experience, Janet! We’re delighted to hear that you decided to give the Firm and Restore Formula a try and that you’re already noticing smoother and firmer skin after just a week. It’s wonderful to know you’re happy with your decision, and we can’t wait for you to see even more results as you continue using it.
Warmest regards,
The Chelsea Laboratory Team
It works..5 days in and can't belive…
It works..5 days in and can't belive the difference its made. Saggy dull skin now looks and feels so much fresher and "glows"...
17 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Liz,
Thank you so much for sharing your experience! We’re thrilled to hear you’re already noticing such a wonderful difference in just 5 days. That fresh, glowing look is exactly what we love to see our customers enjoy. We can’t wait for you to see even more results as you continue using the formula!
Warmest regards,
The Chelsea Laboratory Team
Rip-off
The Chelsea Laboratory's Firm and Restore Formula is an absolute rip-off. It is thin and weak and does nothing. I have been using it for weeks but won't have the wool pulled over my eyes again.
15 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
We’re truly sorry to hear that you feel disappointed with the Firm and Restore Formula. While many of our customers report positive results, we also understand that skincare is very personal and results can vary from person to person.
Please rest assured that your satisfaction is very important to us. That’s why we offer a 180-day money-back guarantee, so you can try the product with confidence. If you haven’t already, we’d encourage you to reach out to our customer care team so we can assist you directly with a refund or find another solution that works better for you.
Thank you for sharing your feedback — it helps us improve and ensure every customer has the best possible experience.
Warmest regards,
The Chelsea Laboratory Team
Great service from a great team
Each member of the customer service team treated me respectfully and was helpful with any questions I had. They all had product knowledge and were well-equipped to deal with queries of all kinds. The communication was always friendly and helpful and this made everything easy.
13 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Nadia,
Thank you so much for your kind words! We’re delighted to hear that our customer service team made your experience smooth and pleasant. We take great pride in ensuring our team is knowledgeable, respectful, and ready to assist with any queries, so it’s wonderful to know this came through in your interactions. Your feedback means a lot to us, and we truly appreciate you taking the time to share it.
Warmest regards,
The Chelsea Laboratory Team
Missing item
An item was missing from my order & was resolved immediately. Jessica was most helpful.
12 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Tess,
Thank you for your kind feedback. We’re so pleased to hear that Jessica was able to resolve the issue promptly and ensure you received your complete order. We truly appreciate your understanding and are always happy to help.
Warmest regards,
The Chelsea Laboratory Team
I’m so happy I purchased the 6 bottles…
I’m so happy I purchased the 6 bottles of firm & restore formula, I’ve had red lumpy blotches on my face for a few years I was told it was sun damage by doctors & nothing can be done, also red marks were my glasses sit all blotches had dry rough surfaces but I’m so glad I took a chance on this as with anything you order online your weary of the outcome, but I have to say honestly within 2-3 days the dry risen red patches on my face are now nearly flat yes I can still see them but they have faded to more a pink than red colour, it’s early days but to touch them I can hardly feel them now there pratically flat & the dryness has al most disappeared, I also received the firm & restore eye cream & 60 complete beauty formula supplement’s which I take twice daily, i’m really looking forwards to see the long term effect, give it a go you won’t be disappointed.
7 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Tracey,
Thank you so much for sharing your experience with the Firm & Restore Formula, Eye Cream, and Complete Beauty Formula supplements. We’re truly delighted to hear about the positive changes you’ve noticed in just a few days — especially with something you’ve been dealing with for years. It’s wonderful that your dry, red patches have already started to fade and smooth out, and we’re so glad you decided to take a chance on us. We can’t wait for you to see the continued benefits over the long term, and we’re cheering you on every step of the way!
Warmest regards,
The Chelsea Laboratory Team
Joan responded very quickly to my…
Joan responded very quickly to my problem even on a Saturday. She was very friendly and sovled my problem right away.
9 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Pamela,
Thank you for your kind words! We’re so glad Joan was able to assist you quickly, even on a weekend, and that your issue was resolved right away. We’ll be sure to pass along your appreciation to her — she’ll be delighted to hear it!
Warmest regards,
The Chelsea Laboratory Team
Wow Amazing Results
I was looking forward to receiving my product but unsure if it would work. Wow I could not believe it. After a week I recognised myself again. My skin is so smooth and healthy. Youthful! Then I noticed a change in my eyes. The bags gone and my eyebrows lifted. My eyes look wide open again. It really works. It definitely has the wow factor for me.
9 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Amanda,
Thank you so much for sharing your amazing results! We’re thrilled to hear that you’ve experienced such a noticeable transformation in just a week — from smoother, healthier-looking skin to brighter, refreshed eyes. Your “wow factor” moment is exactly what we hope for every customer, and we couldn’t be happier for you!
Warmest regards,
The Chelsea Laboratory Team
Superb customer service
I had an issue that I reported to customer service via email, within 24 hours the whole thing had been resolved efficiently and with a minimum of fuss.
8 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for your feedback! We’re so pleased to hear that our team was able to resolve your issue quickly and efficiently. Your satisfaction is always our priority, and we’re glad we could make the process smooth and hassle-free for you.
Warmest regards,
The Chelsea laboratory Team
Wonderful Skin Care Product
Thank you very much for sending the Firm and Restore Formula so quickly. I loved using it! It is so easy to apply and my skin feels ultra smooth even after such a short time. I can't wait to see how it will be in a few weeks' time - and on the photos when my son gets married!
I really appreciated the information, contained in the video, about the structure of skin, how it changes over time, and how it can be helped to recover to the best it can be.
7 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Catherine,
Thank you so much for your kind words and wonderful feedback! We’re delighted to hear that you’re already enjoying the Firm and Restore Formula and that your skin is feeling so smooth after such a short time. It’s lovely to know you found the video information helpful too — understanding how the skin works can make the results even more exciting to see. We can’t wait for you to experience the full benefits in the coming weeks, and we hope you feel absolutely radiant for your son’s wedding!
Warmest regards,
The Chelsea Laboratory Team
Miracle cream
Hi I have received my firm & restore two days ago and I’m sure I can see a slight difference after just this short time as my lines around the side of my mouth appear less obvious, I know this may sound unreal but I’m not a person that is easily fooled so this review is a true statement of my findings up to now.
I will definitely review in a few more weeks so I can update of how I’m going on with this cream I do have high hopes.
I have tried numerous other expensive creams over the years
I am in my late 60’s who is looking for any help to improve my skin texture also the ageing process and I think I may have just found it.
The cream is a lovely texture also does not leave a tacky feeling at all seems a winner to me.
5 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Annette,
Thank you so much for sharing your early experience with the Firm & Restore Cream! We're thrilled to hear that you’re already noticing a difference in just a couple of days — especially around those more stubborn areas like the mouth lines. Your thoughtful and honest feedback means a lot, and we completely understand your cautious optimism — it’s wonderful to hear this is standing out after trying so many products over the years.
We’re really pleased to know you're enjoying the texture and how it absorbs beautifully without any tackiness. It definitely sounds like you're on the right track, and we can’t wait to hear how things progress over the next few weeks. Please do keep us updated — we're rooting for your skin goals every step of the way!
Warmest regards,
The Chelsea Laboratory Team
I have sent several emails to cancel a…
I have sent several emails to cancel a subscription with you and I have had no confirmation and have once again received an item that I do not need . Very frustrating and disappointing
4 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Hannah,
Thank you for your feedback. We’re sorry to hear about your frustration. Our customer service team responded to your email on the 4th of August and have already processed your request. If you have not seen our reply, please check your spam or junk folder, as sometimes messages can be filtered there. If you need any further assistance, please don’t hesitate to contact our support team directly so we can help right away.
Warmest regards,
The Chelsea Laboratory Team
EMAILS RETURNED EVEN THOUGH ADDRESS COPIED AND PASTED FROM THEIR SITE.E
I boughT the day and night cream and found I had some issues with itching. I approached the customer service and was told that I had 180 days in which to try the creams and request a refund if still not happy with the product. I gave the product another try and slowly tried to acclimatise to it but I am still not happy about the way it feels on my skin and it has not done anything to improve it. I now find that there is no reply from Chelsea laboratory and emails are being returned unable to deliver. I spent a lot of money on these products but it seems that they have no intention of refunding my money. (Some £400 in total in two separate order for the two products - day and night creams). This company cannot be trusted. It is not a British company as it seems to suggest in its long winded and time consuming advertising. DO NOT BUY FROM THEM BECAUSE THEY DO NOT KEEP THEIR PROMISE OF REFUND IF NOT SATISFIED FOR ANY REASON. My last email was returned on 31st July 2025.
31 July 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear PJ,
We’re sorry to hear about your experience and appreciate you bringing this to our attention. Our records show that our customer service team responded to your most recent email on 31st July, and we have not received any further messages after that date. It’s possible there may have been a technical issue with email delivery.
Please contact our support team again so we can review your refund request and resolve this for you as quickly as possible. Your satisfaction is very important to us, and we’d like the opportunity to make things right.
Warmest regards,
The Chelsea Laboratory Team
My experience with firm and store cream.
I only recently started using my Firm and Restore cream, but already my skin feels softer to touch.
It is so easy to apply and has a lovely light perfume.
The Chelsea Laboratory team have been on hand to help and advise me. Thank you.
3 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Anne,
Thank you so much for your lovely review! We're thrilled to hear that you're already noticing softer skin and enjoying the light texture and fragrance of the Firm and Restore cream. It’s wonderful to know our team has been helpful and supportive – we’re always here if you need anything. We're excited for you to continue your skincare journey with us and see even more great results! 💛
Warmest regards,
The Chelsea Laboratory Team
New recruit
Hi there
I have just received my firm ànd restore cream. I have used it three times so far and am pleased with the results. I think the fine lines around my eyes are reduced and my cheeks look smoother. Im hoping this is just the beginning of a more youthful skin. It looks promising at this early stage.
Thank you for your excellent responses ànd support
Veronica x
2 August 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Veronica,
Thank you so much for your kind words and for sharing your early experience with the Firm and Restore cream! We're so pleased to hear that you're already noticing a difference—especially around the eyes and cheeks. It’s wonderful to see such promising results so soon, and we hope it continues to bring you even more visible improvements in the coming weeks. We're always here if you need anything, and we truly appreciate your kind feedback about our support. 💛
Warmest regards,
The Chelsea Laboratory Team
Extremely good face cream
The product is superb. The customer service is very good. I had an issue and it was solved immediately, exceeding my expectations. I was wary at first as the products seemed 'over hyped / over marketed'. I genuinely recommend the products and have been told by many friends that my skin looks amazing. Would advise anyone to try this face cream, it is a game changer. X
24 July 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Gem,
Thank you so much for your lovely review! We're thrilled to hear that not only are you loving the product, but that our customer service team was able to support you so promptly and effectively. We understand your initial hesitation—it's something we hear from time to time—but we're so glad the results have proven themselves and even caught the attention of your friends! It means the world to know you're seeing such a positive difference. Thanks again for the recommendation and kind words. 💛
Warmest regards,
The Chelsea Laboratory Team
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