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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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
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1K reviews
Replied to 98% of negative reviews
Typically replies within 1 week
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Chelsea Laboratories - I recommend you avoid at all costs
Order no: 122422
I eventually decided to try Chelsea Laboratories’ Firm and Restore day serum, after already having decided against it once, because of their dreadful, irritating, cheap, American-style sales video. I contacted their customer service team to tell them what I thought, received a lovely, courteous reply, then made a dubious decision to purchase.
I went through the purchase process very carefully, looking out for the little box I had read about in other reviews, which, only when manually ticked (so Chelsea Labs told me) set up a subscription.
There was no sign of this box, but as I was trying to make a decision about going ahead with the purchase, another dreadful sales video popped up and started playing, suggesting I also bought their night serum. There was no way to get rid of this video and return to the payment process, so I shouted an expletive and shut the whole thing down without actually completing the order.
The next morning, I received notification that my order had been processed without my consent. I contacted Chelsea Laboratories immediately and asked why this had happened, making it clear that I neither ordered, nor wanted to order their products because of their sales techniques.
I received an extremely off hand and quite rude reply, which completely ignored what I had said. All they did was very insolently tell me that my order had gone through, had been dispatched, and that if I wasn’t present to reject the order (which I wasn’t going to be), then I would have to pay to return their products!
Meanwhile, I looked on PayPal, only to find, as expected from a company with the lack of values that these people have displayed, that a subscription payment had been set up! I have contacted them a couple of times since, only to be completely ignored.
I most certainly do not recommend anybody deals with them. On to Trading Standards…
Update, following their reply below:
Chelsea Laboratories are insisting that to obtain a refund, I must go to the trouble of posting the parcel back to them at my own expense! They are completely ignoring my question regarding how a repeat subscription fee was set up on my PayPal account.Given that this was what I was thoroughly checking for when I was about to place the order and was interrupted by their dreadful sales video suggesting I put even more products in my basket before paying, this is beyond amazing! They have also told me that it is ‘impossible’ for my order to have gone through without being completed by me. Strange, because it DID. I was stopped completing the process by the video, and I had not finished looking for the subscription box.
Having read lots of reviews since my experience, this company appears to have a very distinct history of misappropriating money from people’s accounts then refusing to return it by dint of ignoring their complaints.
I am now seriously considering police involvement.
Further update;
I have received this from Chelsea Laboratories:
‘We can cover the return shipping fee as a one time courtesy so you can return the products. Once done, please send us the copy of the tracking number so we can process full refund with the return shipping cost.’
They just continue to amaze me with their blatant cheek! They put an order through without my permission, then offer to cover the return costs as a ‘courtesy’! Unbelievable. I have told them they are welcome to come and get the parcel. If they don’t refund my money within the next two days, I am reporting them for fraud.
They also continue to completely ignore my request for an explanation of why and how a PayPal payment subscription was set up.
January 31, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Nana,
Thank you for taking the time to share your experience. We’re truly sorry for the frustration and distress this situation has caused.
We want to reassure you that our customer service team is already in touch with you directly to resolve this matter as quickly and fairly as possible.
We take concerns about the ordering process, subscriptions, and communication extremely seriously, and this is not the experience we want anyone to have. Our team is currently reviewing what happened in your case so we can provide clarity and ensure everything is handled correctly.
Thank you again for bringing this to our attention — we appreciate the opportunity to address it properly through our ongoing correspondence.
Warmest regards,
The Chelsea Laboratory Team
Firm and restore cream
I have only used firm and restore for two days and already skin feels softer and smoother
I think the first thing I noticed was it feels plumped like it is stronger and of course this immediately reduced the effects of tired skin making me feel more youthful and my skin looks healthier and brighter
I am looking forward to continuing use as clearly, I am off to a flying start !!
In the past I have really struggled with sensitivity especially around the eyes and it did not seem to matter how expensive the skin cream was, I had to discontinue use after a few days
Firm and restore seems to feed the skin in such a soothing way and I have had no reaction whatsoever so feel totally joyous
I admit I was sceptical especially after trying so many brands but pleased I have kelp an open mind
I have found a new skin care range with no nasty side effects, and wonderful restorative properties
I will definitely continue to use and try other items in the range and would recommend others to try it too
February 2, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you so much for sharing such a detailed and uplifting review. We’re absolutely delighted to hear that after just two days of using Firm and Restore, your skin already feels softer, smoother, and beautifully plumped.
It’s especially wonderful to know that it has helped reduce the look of tired skin and left your complexion looking healthier and brighter — that “flying start” is exactly what we hope for.
We’re also truly grateful that you mentioned your past struggles with sensitivity, particularly around the eye area. Creating a formula that feels soothing, nourishing, and gentle enough for sensitive skin is incredibly important to us, so hearing that you’ve had no reaction at all is so reassuring.
Thank you for keeping an open mind after trying so many other products — we’re so pleased Firm and Restore has been a joyful discovery for you. We can’t wait for you to continue your skincare journey with us and explore more from the range.
Your recommendation means the world. Thank you again for your support!
Warmest regards,
The Chelsea Laboratory Team
Nothing is coming out of bottle when i…
Nothing is coming out of bottle when i press it
January 29, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Paula,
Thank you for letting us know, and we’re so sorry to hear you’re having trouble with the pump. This definitely isn’t the experience we want you to have.
Sometimes the dispenser may need to be primed, especially on a new bottle, but we’d be happy to look into this and arrange a quick solution for you.
Please email our customer support team with your order number and a brief description of the issue, and we’ll assist you right away.
Thank you for your patience, and we’ll make sure this is resolved as soon as possible.
Warmest regards,
The Chelsea Laboratory Team
Excellent service from all departments
Excellent service from all departments. Only in my third day of using Firm and Restore Formula, easy to use and feels luxurious. I’m very hopeful of getting good results.
January 27, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Alison,
Thank you so much for your kind words! We’re delighted to hear you’ve had an excellent experience with our team and that you’re enjoying the luxurious feel of Firm and Restore Formula so far.
It’s wonderful that you’re already finding it easy to use — and we’re excited for you as you continue your skincare journey. Results often become more noticeable with consistent use, so we’re hopeful you’ll love what you see in the coming weeks.
Thank you again for choosing us, and please don’t hesitate to reach out if you ever have any questions along the way!
Warmest regards,
The Chelsea Laboratory Team
Gentle on my skin
My bottle of Firm and Restore was waiting on my return from a trip to India. The pollution and dust had made my face feel dry and sore. In just a couple of days using F&R, my skin has calmed down and feels very smooth. I like that the cream absorbs well into my skin and it has a pleasant, gentle smell
January 29, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sharon,
Thank you so much for sharing your experience! We’re so glad Firm and Restore was there waiting for you after your trip, especially after dealing with the dryness and irritation from pollution and dust.
It’s wonderful to hear that in just a couple of days your skin already feels calmer, smoother, and more comfortable. We’re also happy you’re enjoying how well it absorbs and the gentle scent — we know those details make a big difference in everyday skincare.
Thank you again for choosing Firm and Restore, and we hope it continues to keep your skin feeling nourished and refreshed!
Warmest regards,
The Chelsea Laboratory Team
The service is fantastic
The service is fantastic. I have used product for a couple of weeks and have smoother skin already
January 29, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sheila,
Thank you so much for your lovely feedback! We’re delighted to hear you’ve had a fantastic experience with our service, and even more pleased that after just a couple of weeks you’re already noticing smoother skin.
Consistency really does make a difference, and we’re excited for you to see even more benefits as you continue using the product.
Thank you again for your support — we truly appreciate it!
Warmest regards,
The Chelsea Laboratory Team
Not a scam ! It’s worked for me very quickly!
Hi all,
Was i dubious that this was another cream offering the world and failing miserably. Yes!
Was I wrong Yes!!!
I’ve only been using this day and the night cream for four days now and I can definitely see a difference in my skin already.
Now, I have always taken care of my skin from my teens as being an outdoors person. So I do have good skin at 63 and get compliments on my complexion. My normal routine takes a good fifteen to twenty minutes to do with serums and creams.
However I watched the presentation and decided to take a gamble, as time is precious to me now and the offer seemed a good deal.
I looked at the reviews on trust pilot as I have been scammed before but the company has excellent reviews so I placed my order for the day and night cream.
Well delivery took a little time but customer services were excellent and chased my order up and ensured it arrived.
It is so simple to use everyday and night. Clean skin and off you go! It literally takes a minute or two as it absorbs so quickly and easily leaving soft and supple skin. Fine lines are already looking improved and even deeper ones round my mouth are plumped up.
This happened by day two and I was not quite sure what I was seeing thinking I was fooling myself. Now after four days I can already see that yes my skin is definitely plumper and feels great.
For myself it’s the time saving as well that’s such a bonus. All the time I’ve spent doing routines morning and night I can’t believe this works with such little effort. Just a quick routine.
So for me yes the hype was definitely worth it.
I hope that offers are still made in the future, as it is a significant investment but in the long run, if it continues to work so well, it will be worth it, especially as the great offer price sets you up.
Thank you to all the team!
January 28, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Deborah,
Thank you so much for taking the time to share such a thoughtful review.
We completely understand your initial doubts — there are so many products out there that promise the world, so it means a great deal to hear that you decided to give our Day and Night Cream a try and have already seen such positive changes in just four days.
It’s wonderful to know your skin is feeling softer, more supple, and that even fine lines and deeper lines are already appearing plumper. We especially love hearing how much you appreciate the simplicity and time-saving routine.
We’re also very grateful for your patience with delivery, and we’re glad our customer service team was able to support you and ensure everything arrived safely.
Thank you again for your trust, your kind words, and for being part of our community. We’ll certainly continue working hard to provide the best possible offers and experience for our customers.
Wishing you continued amazing results, and thank you again from all of us on the team!
Warmest regards,
The Chelsea Laboratory Team
Found the advertisement boring in the end
I was going to buy this product but the advertising went on to long and I lost interest.it’s reputation was really annoying
January 25, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Julie,
Thank you for sharing your honest feedback. We’re sorry to hear that the advertising experience felt too long and frustrating for you — that’s certainly not the impression we want to leave.
We truly appreciate you taking the time to let us know, as customer input helps us improve how we communicate and present our products. If you ever have any questions about Firm and Restore Formula or would like a quick overview of what it does, our customer support team would be happy to help.
Thank you again for your feedback.
Warmest regards,
The Chelsea Laboratory Team
I received my 6 bottle order the very…
I received my 6 bottle order the very next day I placed my order,which was exactly as described. I have been using for a week now and I can not believe what I I am seeing, I was a little sceptical I have to admit, but my skin is softer smoother and some of the finer lines are filling somehow.
It is amazing and not a sales pitch.
Thank you for this amazing product.
It does exactly what Melissa says it does.
Five stars all the way.😊
January 23, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Gill,
Thank you so much for taking the time to share your experience 🌟
We’re absolutely delighted to hear that your order arrived so quickly and that you’re already seeing such positive results after just a week. It’s especially lovely to know that your skin feels softer, smoother, and that you’ve noticed an improvement in fine lines — that’s exactly what we hope for.
We truly appreciate your trust, especially if you were feeling a little sceptical at first. Your kind words and five-star rating mean a great deal to us. Thank you for your support, and we’re so glad the product is working just as promised 😊
Warmest regards,
The Chelsea Laboratory Team
Contact With Customer Service
I decided to cancel my order so I sent an email. Amiel from customer service responded and took care of everything immediately.
January 21, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sandra,
Thank you for taking the time to share your experience. We’re glad to hear that our customer service team was able to assist you promptly and resolve your request smoothly. If you ever need help in the future, we’re always here to support you.
Warmest regards,
The Chelsea Laboratory Team
Firm and Restore
I have been using the Firm and Restore for about three months without any real difference. Purchased 6 bottles hopefully there will be an improvement as time goes on!
January 16, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Anon,
Thank you for sharing your experience. We’re sorry to hear that you haven’t noticed the results you were hoping for after three months of use. Skincare can work differently for everyone, and sometimes results take time to appear.
We’d like to help and make sure you’re supported with your order. Please could you reach out to our customer support team via email with your order details so they can assist you further and discuss possible options?
We really appreciate your feedback and hope we can help improve your experience.
Warmest regards,
The Chelsea Laboratory Team
So far so good!
Delivery was super fast and the product really works. It’s only a matter of days but my skin feels smoother and more hydrated and fine lines appear to be less noticeable. With longer term I’m hoping for more youthful looking skin.
January 14, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Sallyann,
Thank you for taking the time to share your experience. We’re so pleased to hear your delivery arrived quickly and that you’re already noticing smoother, more hydrated skin with fine lines appearing less noticeable. With continued use, many customers see even more visible improvements over time. We truly appreciate your feedback and wish you continued great results on your skincare journey.
Warmest regards,
The Chelsea Laboratory Team
THE CHELSEA LABORATORY…
MY ORDER FROM THE CHELSEA LABORATORY CAME THE FOLLOWING DAY. I AM IN THE PROCESS OF USING IT, AND SO FAR IT SEEMS VERY GOOD, BUT IT'S TOO EARLY TO SAY HOW GOOD IT IS AT THE MOMENT.
January 9, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Jane,
Thank you for your feedback. We’re delighted to hear your order arrived so quickly and that your initial experience has been positive so far. As with any skincare, results can continue to develop with regular use over time, and we hope you’ll see even more benefits as you continue. We really appreciate you sharing your early impressions with us.
Warmest regards,
The Chelsea Laboratory Team
Firm/restore moisturiser excellent…
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 just to see would anyone see different and they did, my sisters and my husband of 42 years even noticed 😋 so for me 100% thank you to finding the x factor to let us grow old gracefully👌😍
July 16, 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Jane,
Thank you so much for this wonderful feedback. We’re absolutely delighted to hear how well the Firm & Restore moisturiser is working for you and that others noticed such a positive difference in your skin. Compliments from loved ones are always extra special, and it’s lovely to hear your skin looks brighter and fresher. Thank you for trusting us on your skincare journey and for sharing such an uplifting experience — growing older gracefully is exactly what we aim to support. 💛
Warmest regards,
The Chelsea Laboratory Team
I bought 9 bottles of the cream and…
I bought 9 bottles of the cream and began using it straight away. I found it to be very sticky and not so easy to spread without stretching my skin. I persevered but I wasn’t happy with the feel of it on my skin- especially the stickiness. There was also a strange scent which I disliked. Thinking it was just my skin type that was the problem I gave a bottle to a friend to try and she said she found much the same and didn’t want to use it either. So as far as I was concerned it was a total waste of money…
June 2, 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear Nora,
Thank you for taking the time to share your honest feedback. We’re truly sorry to hear that the texture and scent of the cream didn’t meet your expectations, especially after purchasing multiple bottles.
Skincare can respond very differently depending on individual skin types and application preferences, and we understand how disappointing it is when a product isn’t the right fit for you or your friend. This certainly isn’t the experience we want for our customers.
We’d really like the opportunity to look into this further and help make things right. Please could you email our customer service team directly, including your order details, so they can assist you personally and discuss possible next steps.
Thank you again for your feedback — it’s invaluable in helping us improve.
Warmest regards,
The Chelsea Laboratory Team
I have used the firm and restore every dsy
I have used the firm and restore every morning since I received and I don’t know if it’s wishful thinking or what, but I swear my complexion seems brighter, my skin smoother and more radiant, I’m hoping it is the day cream and I am looking forward to seeing what it does for my skin after a few weeks of use.
January 6, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Mrs Martin,
Thank you so much for sharing your experience. We love hearing about those early signs, and it’s wonderful to know your skin is already feeling smoother, brighter and more radiant. Many customers notice these initial improvements and continue to see further benefits with regular use over the coming weeks. We really appreciate you taking the time to leave a review and look forward to hearing how you get on as you continue using it.
Warmest regards,
The Chelsea Laboratory Team
Misleading advert…
I ordered what I thought was one bottle of their serum. The following month I received another bottle which I did not want. When I checked the advert it said order 6 bottles go to cart, order 3 bottles go to cart order 1 bottle subscribe. Totally my own fault, because I was in a hurry, I assumed it was just for the one bottle but I found I had subscribed to one a month.i found their advertising very long and misleading. Didn’t think much of their serum and definitely won’t be ordering again. I hope no one else gets caught.
December 6, 2025
Unprompted review
Reply from The Chelsea Laboratory
Dear,
Thank you for sharing your feedback. We’re sorry to hear about the confusion with your order and that your experience with our serum wasn’t what you expected. We understand how frustrating it can be when subscription options aren’t clear, and we appreciate your honesty — it helps us improve how we communicate our ordering process.
If you would like any assistance with managing your subscription, please email our customer support team with your order details, and they will be happy to help.
We truly value your feedback and hope this helps prevent similar issues in the future.
Warmest regards,
The Chelsea Laboratory Team
No thanks
I almost made a purchase, but was so turned off by the prompt phone call from the "call center" trying to offer a new customer deal with an additional 10% off, then waivered when I decided against purchasing and she dug for a different amount I could save. When I said I was uninterested I hung up, but was still looking at the site. The same person called me back to entice me with a further discount to buy the product, butit was the same as the the first. It felt too "scamy" and turned me off. Not going to buy it, it is a ridiculous sales approach. Not sure this was going to be any better of moisturizing cream than any other I've tried. If it sounds too good to be true.....
January 9, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Lynnette,
Thank you for sharing your experience so openly. We’re genuinely sorry to hear that the follow-up calls made you feel uncomfortable — that is certainly not the impression we aim to give. Our intention is to be helpful and ensure customers are aware of available options, but we understand that this approach didn’t feel right for you, and we fully respect your decision. Your feedback is important to us and has been shared internally as we continue reviewing how we communicate with potential customers. We appreciate you taking the time to let us know your concerns.
Warmest regards,
The Chelsea Laboratory Team
Only used this cream for a couple days…
Only used this cream for a couple days and it appears my skin looks hydrated and some what smoother. There appears to be a difference in it's texture but I will keep using it and wait for the difference to be visible with my wrinkles.
January 8, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Chris,
Thank you for sharing your first impressions. We’re really pleased to hear your skin already feels more hydrated and smoother after just a few days of use. Changes in texture are often one of the first things people notice, and with continued, consistent use many customers begin to see more visible improvements over time. We truly appreciate your patience and hope you continue to enjoy the experience as your skin adjusts.
Warmest regards,
The Chelsea Laboratory Team
Absolutely perfect make up base
Absolutely perfect make up base. Skin feels and looks so much more moisturised.
January 5, 2026
Unprompted review
Reply from The Chelsea Laboratory
Dear Penny,
Thank you so much for your lovely feedback! We’re delighted to hear that it works perfectly as a makeup base and that your skin feels and looks more moisturised. We really appreciate you taking the time to share your experience 💛
Warmest regards,
The Chelsea Laboratory Team
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