How to end your My Skin and Me subscription in the UK

About My Skin and Me

My Skin and Me is a UK-based personalised skincare subscription service that delivers custom-formulated treatments directly to your door. Founded in 2020, this digital dermatology platform connects customers with qualified dermatologists who create bespoke skincare regimens based on individual skin concerns, goals, and medical history. The service operates entirely online, making professional skincare advice accessible without the need for in-person consultations.

The process begins with an online consultation where you complete a detailed questionnaire about your skin type, concerns, lifestyle, and any existing conditions. You'll also submit photographs of your skin from various angles. A qualified dermatologist then reviews your information and creates a personalised treatment formula containing active ingredients specifically chosen for your needs. These might include retinoids, niacinamide, azelaic acid, or other prescription-strength ingredients that would typically require a GP visit to obtain.

What sets My Skin and Me apart from high-street skincare is the prescription-strength formulations and ongoing professional support. Your dermatologist monitors your progress through regular check-ins, and your formula can be adjusted as your skin changes or improves. This dynamic approach means you're not stuck with products that stop working or become unsuitable as seasons change or your skin adapts to treatment.

The service operates on a subscription model, with products delivered every two months directly to your home. Each delivery contains your personalised treatment along with a complementary cleanser and moisturiser designed to work with your active formula. Between deliveries, you have access to your dermatologist through the platform's messaging system, allowing you to ask questions or report any concerns without additional charges.

Plans, features and pricing structure

My Skin and Me keeps its pricing structure relatively straightforward compared to some subscription services, though it's worth understanding exactly what you're paying for before committing. The service operates primarily on a bi-monthly subscription model, meaning you'll receive deliveries every two months unless you make changes to your account.

The initial consultation fee of £39.99 covers your dermatologist assessment and first product delivery. This is the same price as subsequent deliveries, which makes the service relatively affordable compared to private dermatology appointments that can cost upwards of £200 per session. However, keep in mind that this is a recurring charge every two months, totalling approximately £240 annually.

Each delivery includes three products: your personalised treatment formula in a pump bottle, a gentle cleanser suitable for your skin type, and a moisturiser designed to complement your active ingredients. The treatment formula typically contains a 60-day supply when used as directed, which aligns with the two-month billing cycle. Most importantly, unlimited messaging with your dermatologist is included in your subscription at no extra cost, which provides genuine value if you're someone who likes ongoing professional guidance.

What you're actually getting for your money

From my experience processing cancellations, it's helpful to break down whether the service represents good value. You're essentially paying £20 per month for prescription-strength skincare plus professional dermatologist access. Compare this to over-the-counter retinol products that can cost £30-50 per bottle without any personalisation or professional support, and the pricing becomes more understandable.

The service includes formula adjustments at no additional charge, which happens more frequently than you might expect. Many users report having their formulas tweaked two or three times during their first six months as their skin adjusts and improves. This level of personalisation would typically require multiple private appointments costing hundreds of pounds.

Common reasons people find it expensive

Despite the relative value, many subscribers cancel because the recurring cost adds up, particularly if results take longer than expected. Skincare treatments often require three to six months before significant improvements appear, meaning you might spend £120-240 before seeing the results you hoped for. Additionally, if your skin concerns are relatively minor, you might feel the prescription-strength approach is more than you actually need.

Terms of service and cancellation policy

Understanding My Skin and Me's cancellation policy is absolutely critical before you attempt to cancel, as missing key details can result in unwanted charges or shipments. The company operates under UK consumer law, which provides certain protections, but their specific terms add additional requirements you need to follow carefully.

The notice period requirement

My Skin and Me requires at least five working days' notice before your next scheduled delivery date to process a cancellation. This is the single most important detail that trips people up. If you cancel four days before your next shipment, you'll still be charged for and receive that delivery. Working days means Monday through Friday, excluding bank holidays, so if you're cancelling near a weekend or holiday period, add extra buffer time.

Here's where people make mistakes: they assume cancelling on the first of the month when their delivery is due on the eighth gives them plenty of time. However, if that period includes a weekend, you might only have three or four working days, which isn't sufficient. My advice is to cancel at least seven to ten days before your next billing date to avoid any confusion.

Subscription commitment and minimum terms

Unlike some subscription services that lock you into three or six-month commitments, My Skin and Me doesn't have a minimum subscription period. You can cancel after your first delivery if you choose, provided you give adequate notice. This flexibility is actually quite generous compared to many skincare subscription services I've dealt with.

However, there's no refund policy for products you've already received, even if you haven't opened them. Once a delivery has been dispatched, you're charged for it, and that charge is non-refundable. This makes timing your cancellation correctly even more important. Keep in mind that "dispatched" means when they send it, not when you receive it, so you could be charged for a delivery that's still in the post.

UK consumer rights that apply

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from when you receive your first order. During this time, you can cancel for any reason and receive a full refund, even if you've opened and used the products. This right applies to your initial order only, not to subsequent subscription deliveries.

Additionally, if My Skin and Me makes it difficult to cancel or doesn't process your cancellation request properly, you're protected under the Consumer Rights Act 2015. This is precisely why postal cancellation with proof of delivery is so valuable—it provides indisputable evidence that you've fulfilled your obligation to notify them.

What happens to your dermatologist access

Once you cancel your subscription, your access to dermatologist messaging typically ends immediately. If you're in the middle of a conversation about skin concerns or formula adjustments, you'll lose access to those communications. My recommendation is to download or screenshot any important advice or treatment information before cancelling, as you won't be able to retrieve it later.

Cancelling by post - the complete guide

Postal cancellation is the most reliable method for terminating your My Skin and Me subscription, and I strongly recommend it over any other approach. Here's why: a letter sent via Royal Mail Tracked or Recorded Delivery provides legal proof that you've given notice, including exactly when the company received it. This evidence is invaluable if disputes arise about timing or whether you cancelled at all.

Why postal cancellation is your best option

From processing thousands of subscription cancellations, I've seen every possible complication. Online cancellation forms can malfunction, emails can end up in spam folders, and customer service representatives can make errors. A tracked letter eliminates all these variables. You have a tracking number, proof of delivery with a signature, and a paper trail that's legally admissible if you need to dispute unwanted charges with your bank.

Additionally, postal cancellation puts you in control of the timeline. You decide exactly when to send it, you can calculate precisely when it will arrive, and you're not dependent on someone else processing your request during business hours. Most importantly, if My Skin and Me claims they never received your cancellation, your Royal Mail tracking reference proves otherwise.

Step one: check your next billing date

Before you write anything, log into your My Skin and Me account and note your next scheduled delivery and billing date. Write this down physically—don't just rely on memory. You need to ensure your cancellation letter arrives at least five working days before this date, preferably longer. If your account access isn't working, check your email for previous delivery confirmations, which usually mention when your next shipment is scheduled.

Calculate backwards from your billing date, excluding weekends and bank holidays. If your next delivery is scheduled for the 15th of the month, your letter must arrive by the 8th at the latest (assuming no bank holidays). To be safe, aim for it to arrive by the 5th or 6th, giving you a comfortable buffer for any postal delays.

Step two: prepare your cancellation letter

Your cancellation letter doesn't need to be lengthy or complicated, but it must include specific information to be effective. At minimum, include your full name as it appears on your account, your account email address, your delivery address, and a clear statement that you're cancelling your subscription. Additionally, specify the date from which you want the cancellation to be effective—I recommend stating "immediate cancellation" or "effective upon receipt of this letter."

Include your account number or customer reference number if you have it, though your email address is usually sufficient for them to locate your account. Date the letter with the day you're sending it, not the day you wrote it, as this helps establish the timeline if disputes arise.

Here's a critical tip: request written confirmation of your cancellation. Add a sentence like "Please confirm receipt of this cancellation request and confirm that no further charges will be applied to my account." This creates an obligation for them to respond and provides another layer of documentation.

Step three: address your letter correctly

Addressing your letter correctly is absolutely essential. An incorrectly addressed letter can delay delivery or end up at the wrong department, potentially causing you to miss your cancellation deadline. Based on current information, send your cancellation letter to:

• My Skin and Me
• Hims & Hers UK Pharmacy
• Healthcare Pharmacy
• Spectrum House
• 32-34 Gordon House Road
• London
• NW5 1LP
• United Kingdom

Write this address clearly on the envelope, and consider marking it "URGENT: SUBSCRIPTION CANCELLATION" to ensure it reaches the appropriate department quickly. Keep in mind that this is their registered business address, and all formal correspondence should be sent here rather than to any customer service address you might find elsewhere.

Step four: send via Recorded Delivery or Tracked service

This step is non-negotiable: you must send your cancellation letter via Royal Mail Signed For (formerly Recorded Delivery) or Royal Mail Tracked 24 or Tracked 48. Standard first-class post provides no proof of delivery, which leaves you vulnerable if My Skin and Me claims they never received your letter. The cost is approximately £2-3 for Signed For or £3-4 for Tracked services, which is a small price to pay for peace of mind.

When you send your letter, you'll receive a receipt with a tracking number. Keep this receipt in a safe place and photograph it as backup. The tracking number allows you to monitor your letter's progress online and confirms exactly when it was delivered and who signed for it. This information is crucial if you need to dispute any charges that appear after your cancellation should have taken effect.

Step five: track delivery and document everything

Once you've posted your letter, track it obsessively. Check the Royal Mail website multiple times daily using your tracking number until you see confirmation of delivery. The moment it shows as delivered, take screenshots of the tracking information showing the delivery date, time, and signature. Save these screenshots in multiple places—your phone, computer, and cloud storage.

Next, mark your calendar for when you expect to receive written confirmation from My Skin and Me. Give them five working days from the delivery date to respond. If you haven't received confirmation within this timeframe, you have documented proof that you cancelled, which you can use to dispute any subsequent charges with your bank or credit card company.

Using Postclic for tracked letter sending

If visiting a post office isn't convenient or you want to streamline the process, services like Postclic offer a modern alternative. Postclic allows you to create, send, and track cancellation letters entirely online. You compose your letter digitally, and they print, envelope, and send it via Royal Mail Tracked service on your behalf. The key advantage is that everything is documented digitally—you have proof of what you sent, when you sent it, and when it was delivered, all accessible from your computer or phone.

This approach saves time and eliminates the risk of illegible handwriting or addressing errors. Additionally, the digital proof is easier to present if you need to dispute charges, as you can simply forward the email confirmations and tracking information. The service typically costs around £3-5, which is comparable to buying tracked postage yourself but without the trip to the post office.

Tips from former members

Common reasons people cancel

Understanding why others cancel can help you make informed decisions about your own subscription. The most common reason I see is cost accumulation—people underestimate how £40 every two months adds up over a year, particularly if results take longer than expected. Skincare is inherently slow, and many people lose patience after three or four months when they've spent £120-160 without dramatic improvements.

Another frequent reason is skin sensitivity or adverse reactions. Despite the personalised formulations, some people experience irritation, dryness, or purging that they find unacceptable. While dermatologists can adjust formulas, some users prefer to cancel rather than continue the trial-and-error process. Additionally, some people achieve their skincare goals and no longer need prescription-strength treatment, making the subscription unnecessary.

Life circumstances also play a role. Pregnancy, new medications, or health conditions can make continuing with active skincare ingredients inadvisable. Financial changes, such as job loss or unexpected expenses, make subscription services an easy target for budget cuts. Finally, some people simply prefer to return to over-the-counter products they can purchase as needed rather than receiving automatic deliveries.

Timing mistakes to avoid

The biggest mistake I see repeatedly is cancelling too close to the billing date. People assume that cancelling three or four days before their next delivery is sufficient, then they're frustrated when they're charged anyway. Remember that five working days means five full business days, and your letter must arrive—not just be sent—within that timeframe.

Another timing error is forgetting about bank holidays. If you're cancelling around Easter, Christmas, or any UK bank holiday, postal services slow down and businesses have reduced staff. What normally takes two days might take four or five, causing you to miss your deadline. My recommendation is to add an extra three to five days' buffer during holiday periods.

Some people also cancel immediately after receiving a delivery they're unhappy with, not realising they're still well within the window for the next delivery. If you receive your products on the first of the month and cancel on the second, you might still be within five working days of the subsequent delivery scheduled for late in the month. Check your account carefully to see when the next charge is scheduled, not just when you last received products.

What to do if you're charged after cancelling

If you followed the postal cancellation process correctly and you're still charged after your cancellation should have taken effect, don't panic—you have strong grounds for a refund. First, contact My Skin and Me immediately with your proof of delivery. Provide your Royal Mail tracking number, the delivery date, and screenshots of the tracking information. Request an immediate refund and confirmation that no further charges will occur.

If they refuse or don't respond within five working days, escalate to your bank or credit card company. This is called a chargeback, and it's a formal dispute process where your bank investigates the charge. Provide your bank with all documentation: your cancellation letter (keep a copy before sending), your Royal Mail tracking information, and any correspondence with My Skin and Me. Under UK banking regulations, your bank must investigate and typically will reverse the charge while doing so.

Additionally, you can report the issue to Trading Standards if you believe My Skin and Me isn't honoring legitimate cancellations. While this won't get your money back directly, it creates a regulatory record and can prompt the company to resolve your complaint more quickly.

How to handle unwanted deliveries

Occasionally, a delivery might be dispatched before your cancellation takes effect, even if you cancelled within the proper timeframe. If this happens, you're not obligated to pay for products that were dispatched after your cancellation was received. Contact My Skin and Me with your cancellation proof and explain that the delivery was sent in error. Request a prepaid return label and full refund.

If they refuse, you're entitled to refuse the delivery or return it at their expense under the Consumer Contracts Regulations. Don't open the package if possible, as unopened returns are harder for companies to dispute. If you've already opened it before realising the error, you're still entitled to return it, though the process might take slightly longer.

Alternatives to complete cancellation

Before cancelling entirely, consider whether pausing your subscription might better suit your needs. My Skin and Me allows you to pause deliveries for up to three months, which can be useful if you're going through a temporary situation like pregnancy, travel, or financial constraints. Pausing maintains your account and dermatologist access without ongoing charges, and you can resume whenever you're ready.

Another option is adjusting your delivery frequency. If cost is the primary concern but you're seeing results, ask whether you can extend the time between deliveries. Some users find that using products more sparingly makes them last three months instead of two, effectively reducing the annual cost by a third. While this isn't officially supported, it's worth discussing with your dermatologist through the messaging system before cancelling.

Final advice from someone who's seen it all

After processing countless subscription cancellations, my strongest advice is this: cancel earlier than you think necessary. If you're even slightly unsure about continuing, send your cancellation letter immediately. You can always restart a subscription, but you can't un-charge your credit card once the billing goes through. The five-working-day requirement is firm, and companies aren't obligated to make exceptions for postal delays or misunderstandings.

Always use tracked postage, regardless of cost. The £3-4 you spend on Royal Mail Tracked service could save you £40 or more if disputes arise. Keep every piece of documentation: your cancellation letter copy, your Royal Mail receipt, tracking screenshots, and any correspondence with the company. Store these digitally in multiple locations so you can access them months later if necessary.

Most importantly, don't feel guilty about cancelling. Subscription services are designed for convenience, but they only provide value if they genuinely benefit you. If the cost outweighs the results, if you're experiencing adverse effects, or if your circumstances have changed, cancelling is the responsible decision. Companies build cancellations into their business models—you're not causing problems by exercising your consumer rights.