Frequently Asked Questions
General
How long will my product last?
Our 50gm products have been designed to last within the time frame of 4-5 months when used as per our doctors recommendations in your personalised treatment plan.
Our 30gm products should last approximately 2-3 months.
Due to the prescriptive nature of our products, they have a shelf life of approximately 6 months. After this time frame we can no longer guarantee their efficiency and recommend renewing your formulas
Is flaking and redness normal?
If you’re experiencing any of the following, do not stress. It is a completely normal part of your journey to a healthier complexion.
- Redness and flaking
- Dryness and tightness
- Purging
- Darkening pigment
These effects can occur during what we call the “adjusting phase”. Generally speaking, the adjusting phase will last one skin cycle (for most people, this is around 4 – 6 weeks, but this can change depending on your current rate of skin cell-turnover). For more information on the adjusting phase and our treatment recommendations for ensuring a seamless experience, please refer to the Patient Journey Guide emailed to you after ordering or contact us.
How long until I see results?
Some deeper pigment may take longer depending on the skin cycle.
As everyone’s skin is different, the timing of results will be varied between patient to patient. Generally, it will take at least one skin cycle (4 – 6 weeks, however, longer depending on their current state of skin cell turnover) for your skin to adjust to the active formulas and begin seeing improvement.
Is it safe for all skin tones?
Yes - our doctors formulate with sensitivity to all Fitzpatrick skin types. Safety is our top priority.
Is Hydroquinone safe?
When used under medical supervision and within cycles, yes. We also offer alternatives for sensitive skin or pregnancy.
Will my pigmentation come back?
If not maintained, yes. That’s why we support you long term with a maintenance routine and regular updates to your prescription.
What if I’m not sure what type of pigmentation I have?
That’s what we’re here for. Your doctor will determine whether you have PIH, PIE, sun-induced or melasma-based pigment and prescribe accordingly.
Acne
Do I need to stop using my Night Cream at any point? (Acne)
Our doctors may advise rotating or pausing certain ingredients to maintain results and avoid resistance - you'll receive ongoing guidance.
Can I wear make-up while treating my acne? (Acne)
Yes - we recommend non-comedogenic formulas and always remove thoroughly with a gentle cleanser.
Is The Secret safe for teens? (Acne)
Yes, under the supervision of a parent or guardian and with medical oversight.
Can I use The Secret if I'm already on acne medication? (Acne)
Please mention this during your Skin Assessment. Our doctors will factor in any current treatments to avoid conflict.
Will my skin purge at the start? (Acne)
Some users experience a purge as the skin clears congestion, but this is temporary and a normal part of adjusting to retinoids.
How long until I see results? (Acne)
As everyone’s skin is different, the timing of results will be varied between patient to patient. Generally, it will take at least one skin cycle (4 – 6 weeks, however, longer depending on their current state of skin cell turnover) for your skin to adjust to the active formulas and begin seeing improvement.
Melasma
What if I've already tried everything? (Melasma)
Our medical team tailors every formula based on your history. Many patients see success with The Secret after years of failed over-the-counter products.
Is hydroquinone safe to use? (Melasma)
Yes, under doctor supervision and within treatment cycles. We offer hydroquinone-free options for sensitive or pregnant patients.
Will it come back if I stop? (Melasma)
Melasma is chronic and can relapse, especially with sun exposure. We recommend a long-term maintenance formula to keep it under control.
Can I treat melasma during pregnancy? (Melasma)
Yes. We offer pregnancy-safe alternatives such as azelaic acid and niacinamide. Always disclose your pregnancy in the Skin Assessment.
How long until I see results? (Melasma)
As everyone’s skin is different, the timing of results will be varied between patient to patient. Generally, it will take at least one skin cycle (4 – 6 weeks, however, longer from some depending on their current state of skin cell turnover) for your skin to adjust to the active formulas and begin seeing improvement.
Anti-ageing
Can I combine The Secret with in-clinic treatments like peels or laser? (Anti-ageing)
Yes, but please disclose your skincare usage to your practitioner. We may advise pausing actives before treatments.
Do I need to use my formula forever? (Anti-ageing)
As your skin improves, your doctor will adjust your strength and ingredients to maintain results and support healthy ageing long-term.
What if my skin feels dry or irritated at first? (Anti-ageing)
This is a common adjustment period when beginning retinoids. Use a gentle base range product to support hydration. Always consult our team if discomfort persists.
Is it safe to use during pregnancy? (Anti-ageing)
If you are pregnant or breastfeeding, we will adjust your formula to exclude retinoids and other restricted ingredients.
How long until I see results? (Anti-ageing)
As everyone’s skin is different, the timing of results will be varied between patient to patient. Generally, it will take at least one skin cycle (4 – 6 weeks, however, longer depending on their current state of skin cell turnover) for your skin to adjust to the active formulas and begin seeing improvement.
Dermatitis
What should I avoid if I have dermatitis? (Dermatitis)
Fragrance, essential oils, harsh exfoliants, and heavy occlusive creams unless prescribed.
Will I need to use this long-term? (Dermatitis)
For many patients, maintenance formulas help prevent recurrence. Our doctors will advise based on your skin's response.
Can I still use make-up? (Dermatitis)
Yes, we recommend using non-comedogenic, fragrance-free makeup and cleansing thoroughly at night.
Will this treat perioral dermatitis? (Dermatitis)
Yes, we tailor your formula to target perioral or seborrheic dermatitis specifically.
What causes dermatitis? (Dermatitis)
It can be triggered by allergens, hormones, stress, weather changes, or overuse of active ingredients.
Rosacea
What if I’ve had allergic reactions before? (Rosacea)
Let us know in your Skin Assessment. Our doctors will avoid any known allergens and work with your skin’s history.
Is the Supporting Range suitable for sensitive skin? (Rosacea)
Yes, our Supporting Range is suitable for sensitive skin, we have undergone all appropriate testing to ensure it is gentle and nourishing for all patients.
Can I use actives if I have sensitive skin? (Rosacea)
Yes - but only with care. Our doctors introduce actives like retinoids in controlled, personalised doses to build tolerance.
How long until I see improvement? (Rosacea)
Most patients feel less sensitivity and more hydration within 4–6 weeks, with more noticeable skin strength over time.
Will I react to your formula? (Rosacea)
Every formula is customised to your tolerance. We exclude ingredients that trigger irritation and offer low-dose options to introduce actives gently.
How soon will I see improvement? (Rosacea)
Most patients see reduced redness and reactivity within 6–8 weeks, with continued improvements over time.
Is this safe for sensitive skin? (Rosacea)
Absolutely. We specialise in sensitive skin and tailor every formula for your comfort and response.
What if I have acne-like bumps? (Rosacea)
Rosacea-related papules and pustules are common. We include gentle anti-inflammatory and antibacterial agents to reduce them.
Will your products make my redness worse? (Rosacea)
No. We formulate with barrier-supportive, non-irritating ingredients - no fragrance, no harsh exfoliants.
Can rosacea really be treated with skincare? (Rosacea)
Yes. While rosacea is chronic, targeted medical-grade skincare can drastically reduce symptoms and improve quality of life.
Scarring
Will this help prevent new scarring too? (Scarring)
Absolutely. By controlling acne, inflammation and pigment triggers, our formulas help reduce the risk of future scarring as well.
Can I use this after in-clinic scar treatments? (Scarring)
Yes - we recommend waiting 5 days after treatments like microneedling or laser before resuming active formulas. Our team can help guide you.
Will it help with deep acne scars? (Scarring)
We can help improve the appearance of texture, but some deeper scars may also benefit from in-clinic treatments alongside your skincare routine.
How long will it take to see changes? (Scarring)
As everyone’s skin is different, the timing of results will be varied between patient to patient. Generally, it will take at least one skin cycle (4 – 6 weeks, however, longer depending on their current state of skin cell turnover) for your skin to adjust to the active formulas and begin seeing improvement.
Can medical-grade skincare really help with scars? (Scarring)
Yes - especially pigment-related and shallow-texture scars. Our medical-grade actives work to fade, smooth and brighten over time.
Pregnancy
Can I continue other skincare products I already use? (Pregnancy)
It depends. Your doctor will review your current routine to ensure all products are pregnancy-safe and compatible with your custom-made formula.
Do I need a doctor’s consultation to use pregnancy-safe skincare? (Pregnancy)
Yes. A consultation ensures your formula is personalised, safe, and tailored to your skin concerns during pregnancy and postpartum.
How soon will I see results? (Pregnancy)
Results vary by individual, but most patients notice improvements within a few weeks of using their personalised prescription.
Can I use your products if I have sensitive or acne-prone skin during pregnancy? (Pregnancy)
Yes! Our pregnancy-safe formulas are customised for all skin types, including sensitive and acne-prone skin.
Will this help with pigmentation and melasma? (Pregnancy)
Yes. We use safe alternatives to help treat and prevent melasma during pregnancy. Learn more on our (Melasma page).
What if I’m planning to conceive? (Pregnancy)
Let us know. We’ll formulate accordingly to ensure your custom-made skincare is safe now and in early pregnancy.
Can I use your products while breastfeeding? (Pregnancy)
Absolutely. Just make sure to note this in your Skin Assessment
Can I keep using it after giving birth? (Pregnancy)
Yes! Your doctor can upgrade your formula postpartum to include stronger actives as your skin allows.
Are the ingredients safe while pregnant? (Pregnancy)
Yes! Our doctors carefully exclude all restricted ingredients and only prescribe pregnancy-safe formulas, ensuring your skin stays effective and safe for you and your baby. Safe options are available across our Night Cream, Day Elixir, and Treatment ranges.