FAQS
ORDERING AND RETURNS
Treatments are performed in-clinic and are not shipped. If you buy an e-voucher or package, confirmation and the voucher are delivered instantly by email. If we offer any physical aftercare products, shipping options, costs and delivery times are shown at checkout.
Treatments are performed in-clinic and are not shipped. If you purchase an e-voucher/package, your confirmation and voucher are delivered instantly by email. If we offer any physical aftercare products, shipping details (costs & delivery times) are shown at checkout for your location.
For in-clinic treatments and e-vouchers VAT (where applicable) is included at checkout. If you order physical products for shipment, any local duties or import taxes are the buyer’s responsibility and will be handled by the courier/customs in your country.
For bookings and e-vouchers, check My Account → Appointments or use the “Manage Booking” link in your confirmation email. For shipped products, use the courier tracking link. If you need help, contact kontakt@imperialclinic.pl with your order or booking reference.
Couriers sometimes take a few hours to update tracking. If it still shows no updates, contact kontakt@imperialclinic.pl with your order number. If a booking link fails, email or call us at +48 739 122 751 and we’ll assist.
If a physical product is missing or damaged, keep the packaging and email kontakt@imperialclinic.pl within 48 hours with photos and your order number so we can arrange a replacement or refund. If sessions from a package are missing from your account, contact us and we’ll sync them.
Try a different browser, disable ad-blockers and ensure your card supports 3-D Secure/OTP. You can also pay with an enabled wallet option, call the clinic to book, or visit reception. If the problem persists, screenshot the error and email kontakt@imperialclinic.pl.
Yes — you can buy e-vouchers or book appointments from anywhere. Treatments are performed at Imperial Clinic in Zygmunta Słomińskiego 7 lok. U3, Warsaw. If you’re visiting from abroad, book ahead for the dates you’ll be here.
For fully booked treatment days, join the waitlist or check available dates again. If a treatment is temporarily unavailable due to device upgrades or protocol changes, we’ll recommend a suitable alternative. For retail items, use the “Notify me” option where available.
Returns, Changes & Cancellations
Treatments / packages / e-vouchers: Unused purchases are generally refundable within the timeframe published in our Returns Policy (commonly up to 14 days where applicable); used or partially used packages are refundable on a pro-rata basis where our policy allows.
Physical products (if sold): Unopened items can be returned within the period stated on the Returns Policy (commonly 14 days); hygiene and opened skincare exclusions may apply — see the full Returns Policy for details.
You can reschedule or cancel appointments via My Account → Appointments up to the cancellation window shown at booking (typically 24–48 hours before your slot). Changes after that may incur a fee. For order edits (adding/removing items or package upgrades), contact kontakt@imperialclinic.pl as soon as possible.
Keep all packaging and take photos. Email kontakt@imperialclinic.pl within 48 hours so we can arrange a replacement or refund. If an e-voucher arrives corrupted or unreadable, we’ll reissue it immediately upon request.
Your safety and satisfaction are our priority. Contact our clinical team at kontakt@imperialclinic.pl right away. We’ll review your case, provide medical guidance and, if needed, schedule a follow-up or corrective appointment per our Treatment Assurance policy.
Yes. Our site uses SSL and secure payment gateways (including support for 3-D Secure/OTP). We do not store full card details. See our Privacy Policy for more information.
Sustainability & Responsibility
We prioritize responsible sourcing for devices and consumables, favor recyclable packaging where possible, and use clinic protocols that reduce waste (digital records, efficient sterilization and energy-efficient equipment). We publish our sustainability commitments on the Sustainability page.
Yes — in-clinic we’re transitioning to biodegradable or recyclable disposables, consolidating packing, and partnering with suppliers offering post-consumer recycled (PCR) materials. We also run an empties take-back program for select items.
Imperial Clinic itself does not carry out animal testing. We choose supplier brands that align with cruelty-free standards whenever possible. Where regional laws require animal testing for certain products, we follow local regulation and prefer alternatives validated by safety science.
Certification bodies require separate applications and audits. While we work with cruelty-free partners, not every supplier or clinic is listed in every registry. Contact us if you need details about a particular brand we stock.
Bring eligible empties to the clinic for proper recycling or disposal. At home, rinse and sort according to local recycling rules (glass jars, PET bottles). Pumps and mixed materials may require special handling — ask us for guidance.
We avoid plastic microbeads in professional in-clinic exfoliations and favor biodegradable options or chemical exfoliants as clinically appropriate. Ingredient lists for retail items are available on each product page — ask us if you need microplastic-free recommendations.
Qualified clinicians following evidence-based protocols
Medical screening & informed consent before treatment
Patch tests where indicated (e.g., peels/lasers)
CE-marked/FDA-cleared devices (where applicable), maintained & calibrated
Hygiene: medical-grade sterilization and single-use disposables
Aftercare & follow-up support
Imperial Clinic operates in Poland and complies with local regulations. Policies of third-party brands can vary by market; we aim to stock brands aligned with cruelty-free practices.
Many consumables and retail items we use/stock are vegan. Some medical-grade products may include clinically necessary ingredients. Tell us your preference—we’ll tailor your treatment with vegan-only options where possible.
Treatment & Product Information
Unless stated otherwise, e-vouchers and packages are valid for 6–12 months from purchase. Any expiry appears at checkout and in your confirmation email. Retail products follow the PAO (Period After Opening) symbol on the label (e.g., 6M/12M).
In-clinic we’re phasing to biodegradable or recyclable disposables, consolidating packaging, and partnering with suppliers offering PCR (post-consumer recycled) materials. We also run empties take-back for select items (see Recycling below).
Some gentle therapies (e.g., hydrating facials) may be suitable, while others (e.g., lasers, deep peels, injectables, radiofrequency) are not recommended. Please inform us if you are pregnant, nursing, or trying to conceive—our clinicians will advise the safest options.
Yes. We can perform treatments using fragrance-free / hypoallergenic products on request. Add a note when booking or inform your clinician during consultation.
“Fragrance-free” means no added perfume; base ingredients can have a mild natural odor. “Unscented” may include masking agents. If you’re sensitive, let us know—we’ll select suitable products.
We may pause or retire items due to clinical updates, device upgrades, safety guidance, low demand, or regulatory changes. We’ll recommend the closest suitable alternative during consultation.