FAQ

Below you will find answers to some frequently asked questions. If you have a question that is not answered below then get in touch with us.

How do i know that you supply genuine Dr Pen products?

We have been working with the manufacturers that own the Dr Pen rights for many years. We only ever supply their official Dr. Pen™ products. If you would like to chat to us about the products dr-pen.co.uk supply, we are happy to provide certification of our genuine Dr Pen products.

You can also use the Dr Pen verification seal on every device we sell to ensure your product is genuine.

Label Key
1. Dr Pen anti-counterfeit verification website
2. Scratch to see the entire QR and Security Code
3. Two verification options: Scan the QR code or verify the security code via the website
What is your return policy?

We offer a 30 day money back guarantee on all purchases, providing they are unopened and unused. Any returns within the 30 day period must be sent in their original packaging, along with any included accessories. Due to the health and safety concerns of all of our products, change of mind returns must be unopened with the seals intact. A return is sent back to us at your cost.

You can find more here www.dr-pen.co.uk/returns-exchange

My order has been shipped, but I haven't received it?

We dispatch orders Monday – Friday our postage cut off for the day is 2PM, if your order is placed after 2PM on a weekday it will be dispatched on the next working day. Any orders placed after 2PM on a Friday will not be dispatched until the following Monday. We dispatch all UK orders with free 1st class Royal Mail postage, this usually takes 1-2 working days. Please contact us if you believe you should have received your order by now and we will look into this for you. 

What countries do you ship to?

We ship to the United Kingdom and worldwide. International orders are charged as an extra fee of £14.95 this usually includes tracking. For international shipping enquiry’s please get in touch here.

How can I track my order?

You should receive an email with your tracking code when your order is dispatched. If your not sure or need help with tracking contact us at drpen.co.uk.authentic@gmail.com

I need my order quickly can you help?

Yes within the UK only, we offer a next day guaranteed service if your order is placed Monday-Friday before 2PM. This service can be added at the check out.

If you are placing a delivery on a Friday please be sure to select Saturday special delivery to ensure your order arrives the next day.

How does the 12 month warranty work?

The warranty covers a 12 month period from the date of purchase. This warranty covers any defects in material or workmanship under normal use during the warranty period. During the warranty period, Dr. Pen UK will repair or replace, at no charge, products or parts of a product that prove defective because of improper material or workmanship, under normal use and maintenance.

What is not covered by the 12 month warranty?

The warranty will not cover any problem caused by conditions, malfunctions or damage that have not resulted from defects in material or workmanship. This also includes any damage caused by water or any liquids and any attempts made to alter the product or if it has been dropped or broken. 

What payments are offered by Dr. Pen UK?

Here at Dr Pen UK we are able to offer you many different payment methods. You can pay via credit or debit card, paypal, apple pay, google pay and we now offer clear pay and Klarna payments.

The product i want is on back order, how long will i have to wait?

Products placed on back orders refer to items that are out-of-stock at our UK warehouse but will be back in stock be soon. We hope to fulfil all back orders within 10 working days. Please note that sometimes this is not possible especially with new launch’s and very popular items but placing a back order guarantees that your order will be dispatched as a priority as soon as our new shipment arrives.

How does microneedling work?

Microneedling is a cosmetic non invasive procedure to approve the appearance of your skin. People turn to microneedling (sometimes also referred to as collagen induction therapy or nanoneedling) for many different types of reasons. Some of the reasons are to improve the appearance of fine lines and wrinkles, even out skin tone, rid themselves of dark eye circles, reduce scaring etc. There are so many different skin concerns that can be treated. This is why the use of Dr Pen in microneedling procedures in a salon or at home is becoming more and more popular

Why are there so many different Dr.Pen models?

Our devices are all fantastic for microneedling and nano-needling, however, there are slight differences between each of the models. 

Please read the product descriptions very carefully to see the difference between them. For example, the X5, A6S, Hydra Pro and M8 are the only devices with an LED speed display screen, and the Hydra Pro is the only pen which has an in-built capsule inside the device. These are the types of differences you will need to take in consideration when purchasing a device, as you may find some models are more compatible for you than others. 

Other questions you may like to consider when deciding between Dr Pen models:

– Do I require cordless/wireless functionality?

– Do I want to adjust the needle depth?

– What sort of area sizes will I be treating?

The product description of each Dr Pen model will give you an indication as to whether that model is the right choice for your needs. 

Find out more about the comparison of Dr. Pen™ devices here https://www.dr-pen.co.uk/2023/06/30/dr-pen-comparison-guide/

Which pen do i need for BB Glow?

You can use any of our pens for BB Glow treatments. However, we only recommend using the nano-needle cartridges for this treatment. The depth level should only be set to 0.25mm. 

How does my device work?

You can contact us for support via our email drpen.co.uk.authentic@gmail.com. We will do our very best to respond to you as quickly as possible. Our office hours are Monday-Friday 9AM-5PM

You may also fine our advice and guidance page helpful.

How often can i use Dr.Pen?

Microneedling can safely be performed every 3-6 weeks. For collagen induction you may require at least 3 treatments. Scar reduction generally requires between 3 and 6 treatments. Nano-needling (using a nano cartridge) can be performed once per week.

What is the difference between Dr.Pen and derma stamps and rollers?

The derma stamps and rollers are less sophisticated than the electrically powered Dr Pen devices. You can’t adjust the needle depth or change the speed levels as they’re only hand operated, whereas Dr Pen devices have a motor. They are also harder to roll in smaller areas. However, derma rollers are a great device for beginners or anyone who might prefer a more budget option.