FAQs
ABOUT EQUALS EVEN & OUR APPROACH
Who founded Equals Even?
Equals Even was founded by Dr. Helen and Dr. Kathryn, twin British GPs who saw teenagers struggling with breakouts in their clinics every day. As both doctors and mothers, they created the evidence-based skincare they wished existed, gentle, effective formulas designed specifically for developing skin.
What makes Equals Even different from other teenage skincare brands?
We're doctors first, skincare founders second. Our products are formulated with the same evidence-based approach we use in our clinical practice using proven ingredients at strengths safe and effective for developing skin. We focus on prevention and long-term skin health, not quick fixes or viral trends.
What does "developing skin" mean?
Developing skin refers to teenage and young adult skin (typically ages 13+) that's still maturing. It's physiologically different from adult skin, more reactive, producing more oil, and still finding its natural balance. Our formulations are designed specifically for this reality, not adapted from adult products.
Are your products suitable for sensitive skin?
Yes. All Equals Even products are dermatologically tested and suitable for sensitive skin. We use gentle actives at appropriate strengths and avoid harsh ingredients that can damage the skin barrier.
Are Equals Even products vegan and cruelty-free?
Yes, all our products are vegan-friendly and cruelty-free. We never test on animals, and neither do our suppliers.
Where are your products made?
All Equals Even products are formulated and manufactured in Britain to the highest quality standards.
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PRODUCT QUESTIONS
Can I use Equals Even products if I have acne medication from my doctor?
Yes, our products can generally be used alongside prescription treatments. However, if you're using prescription retinoids or other strong actives, introduce our products gradually and consult your GP if you experience irritation. Start with our Spot Control Face Wash and Soothing Repair Serum, then add the toner and serum as your skin adjusts.
Do I need to use all four products?
While the complete routine works best together, you can start with individual products and build your routine gradually. We recommend starting with the Spot Control Face Wash, then adding products one at a time every 2-3 weeks.
How long until I see results?
Most people see improvements within 4-6 weeks of consistent daily use. However, skincare isn't instant, it takes time to prevent new breakouts and for existing ones to heal. Consistency is key. If you haven't seen improvement after 8-12 weeks, consult your GP.
Can boys use Equals Even products?
Absolutely. Developing skin is developing skin, regardless of gender. Our products are designed for all teenagers and young adults experiencing breakouts.
Will these products make my skin worse before it gets better (purging)?
Some people experience a brief adjustment period when starting active ingredients like AHAs, where existing clogged pores may surface as spots. This usually resolves within 2-3 weeks. If irritation continues or worsens, reduce frequency of use.
Can I use Equals Even products if I'm pregnant or breastfeeding?
While our ingredients are generally considered safe, we always recommend consulting your GP or midwife before starting any new skincare during pregnancy or breastfeeding.
Do your products contain fragrance?
No, we don't add synthetic fragrances. Any scent comes naturally from the ingredients themselves.
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WIDER QUESTIONS
Why do teenagers get acne?
Teenage acne is primarily caused by hormonal changes during puberty that increase oil (sebum) production. This excess oil combines with dead skin cells to clog pores, creating an environment where bacteria thrive and cause inflammation. It's completely normal, over 80% of UK teenagers experience acne.
At what age does teenage acne start?
Acne typically begins around ages 11-13 as hormones start changing, but we're now seeing onset as early as ages 9-10. It often improves in the late teens or early twenties, though some people continue to experience breakouts into adulthood.
Does diet affect teenage acne?
While diet doesn't directly cause acne, research suggests that high-sugar foods and some dairy products may trigger or worsen breakouts in certain people. A balanced diet with plenty of water, fruits, and vegetables supports overall skin health.
Does stress make acne worse?
Yes. Stress can trigger hormones like cortisol that increase oil production and inflammation, making breakouts worse. Managing stress through sleep, exercise, and healthy coping strategies can help improve your skin.
Should teenagers use the same skincare as adults?
No. Teenage skin is different from adult skin, it's more reactive, produces more oil, and is still developing its natural balance. Products formulated for adult skin can be too harsh and damage the skin barrier, making acne worse.
Can you get rid of acne overnight?
No. Despite what you might see on TikTok, there's no product that will clear acne overnight. Effective acne treatment takes consistent daily use over weeks and months. Anyone promising instant results isn't being honest.
When should I see a doctor about acne?
Consult your GP if your acne is painful, causing scars, not improving after 8-12 weeks of consistent over-the-counter treatment, or significantly affecting your mental health and confidence. Early professional treatment can prevent long-term scarring.
Does washing your face more get rid of acne faster?
No. Acne isn't caused by dirt on the surface, it's caused by oil and bacteria inside the pores. Over-washing can strip your skin barrier, cause irritation, and actually make acne worse. Twice daily (morning and evening) is ideal.
Should I pop my spots?
No. Picking, popping, or squeezing spots can spread bacteria, make breakouts worse, cause infections, and lead to permanent scarring. We know it's tempting, but resist!
Do I still need moisturiser if I have oily skin?
Yes. Oily skin still needs hydration. When skin is dehydrated, it can actually produce more oil to compensate. Use a lightweight, non-greasy moisturiser like our Soothing Repair Serum.
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ORDER & SHIPPING QUESTIONS
What shipping options do you offer?
We use Royal Mail for all UK deliveries. For international orders, shipping costs are calculated automatically at checkout based on your delivery address.
How long does delivery take?
UK orders typically arrive within 3-5 working days. International delivery times vary by location and will be shown at checkout
Do you offer free shipping?
Free standard UK shipping on orders over £50. Shipping costs for orders under £50 and international orders are calculated at checkout.
Can I track my order?
Yes. Once your order ships, you'll receive a confirmation email with tracking information.
My order hasn't arrived. What should I do?
First, check your tracking information on your email confirmation. If you still can't locate it, contact us at customerservice@equals-even.comwith your order number.
Can I change or cancel my order after placing it?
Orders are processed quickly, so we may not be able to make changes once submitted. Contact us immediately at customerservice@equals-even.com with your order number, and we'll do our best to help.
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RETURNS & REFUNDS QUESTIONS
What is your returns policy?
We accept returns of unopened, unused products within 14 days of delivery for a full refund. Products must be in their original condition and packaging.
How do I return a product?
Contact us at customerservice@equals-even.com with your order number to initiate a return. We'll provide you with return instructions and a returns form.
When will I receive my refund?
Refunds are processed within 5-7 working days of receiving your return. The refund will go back to your original payment method and may take an additional 3-5 working days to appear in your account.
Can I exchange a product?
We don't currently offer direct exchanges. Please return your original item for a refund and place a new order for the product you'd like instead.
What if my product arrived damaged?
We're so sorry if this happened! Please contact us immediately at customerservice@equals-even.com with your order number and photos of the damage. We'll send a replacement right away.
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ACCOUNT & WEBSITE
Do I need to create an account to order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save your details for faster checkout, and access your order history.
I forgot my password. How do I reset it?
Click "Forgot Password" on the login page and follow the instructions sent to your email.
How do I update my account information?
Log in to your account and navigate to "Account Settings" where you can update your email, password, and delivery addresses.
Is my payment information secure?
Yes. We use industry-standard encryption and secure payment processing. We never store your full card details.
What payment methods do you accept?
There are a range of payment methods available at checkout, including Shop Pay, Apple Pay, PayPal, Google Pay, and most card payments including Amex.
Can I save my payment information for future orders?
Yes, if you create an account, you can securely save payment methods for faster checkout.