Product Authenticity & Receiving FAQ
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Questions about a product's authenticity, batch details or condition on arrival? This page explains how we store and deliver your order, what to check when it arrives, and how to reach us. Product-specific manufacturer instructions always take precedence.
Contact us: orders@cityaesthetics.ie · 01 525 8444
How can I ask about a product's sourcing?
Email or call us with the exact product name and your order number, if you have one, and we'll share the sourcing information and supporting documentation available for that product.
Can I request documentation for a product?
Yes. If you need documentation for a specific product, such as distributor or certificate information, contact us and we'll tell you what's available for that product before you order.
How are products stored?
All products are stored at safe temperatures in line with our internal procedures and our HPRA licence. Once your order arrives, follow the storage conditions on the product label and in the manufacturer's instructions.
Do any products require cold-chain delivery?
No. We don't currently stock any products that require cold-chain shipping. Every order is handled and dispatched in line with our internal procedures and HPRA licence. If you have a question about delivery for a specific product, contact us before ordering.
How do I check batch and expiry information?
The batch or lot number and expiry date are on the product labels and packaging. Check that they're present, readable and consistent between the box and the product. If you need a minimum remaining shelf life or specific batch details, contact us before ordering.
What should I check when my delivery arrives?
- The product and quantity match your order.
- Outer packaging, seals and labels are intact, with no signs of damage or tampering. Avoid opening sterile packaging unnecessarily.
- Any inspection steps in the manufacturer's instructions.
If anything is missing, damaged or unexpected, set the product aside and contact us before using it.
What records should I keep?
Keep your order confirmation, invoice, and each product's batch or lot number and expiry date for your own clinical records. If you need dispatch information for a specific order, contact us with your order number.
Who do I contact after delivery?
Email orders@cityaesthetics.ie or call 01 525 8444. To help us look into it quickly, include:
- Your order number and product name
- Batch or lot number and expiry date
- A short description of the concern
- Photos of the labels, packaging or any damage
Keep the product and its original packaging, and don't use it until the concern is resolved.
