FAQs

About Proactiv

My Orders

Deliveries

Returns

Allergic Reactions

Ingredients 

On a Proactiv Plus plan and want to know if you can switch to Proactiv Complete?

Please contact Customer Services on one of the following methods and they will be happy to help: UK 0808 161 1771, at customercare@proactiv.co.uk or by using the online Chat feature.

1. How do I use Proactiv Complete for the best overall results?

For best results, Proactiv Complete should be used twice a day, in the morning and at night.

Step 1: Proactiv Complete Whipped Exfoliator

Apply a coin-sized amount to dampened skin and massage with your fingertips for 1-2 minutes. Rinse thoroughly and pat dry.

Step 2: Proactiv Cream Gel-Solution (CombiActiv™ Treatment)

Apply a pearl-sized amount onto clean, dry skin. Smooth over your face and don’t rinse off. Wait for this powerful product to absorb before moving onto Step 3. We recommend waiting at least a few minutes.

Step 3: Proactiv Water Gel Hydrator

Apply a coin-sized amount and gently smooth into your skin. Don’t rinse off and apply SPF15 or above sunscreen if you’re going outside.

2. Who is Proactiv designed for?

Whatever your age and lifestyle, we believe that you deserve a beautiful and clear complexion. That’s why Proactiv Complete is designed for anyone who struggles with blemish-prone skin and suffers from breakouts.

Whether you’re a teen or older adult, a man or a woman, our high-quality skincare products are guaranteed to work for you (or your money back.

3. Who can use Proactiv Complete?

Proactiv Complete can be used by men and women, as well as all skin types and ethnicities.

4. What is the recommended age to use Proactiv products?

The recommended age to begin using Proactiv Complete is 12 years and older. However, our products are safe and effective for all age groups with adolescent and adult breakouts.

For pre-teens, we recommend that you start slowly, by using the products every other day. If you are unsure, we suggest that you consult your GP or pediatrician before using the products.

5. Can I use Proactiv products on my body as well as my face?

Yes, you can use Proactiv Complete on any blemish-prone area. If you are particularly prone to body blemishes, you may want to look at our other Proactiv products too.

6. Will Proactiv work if I use the products individually rather than as a system?

We spend a lot of time researching and developing the best skin care products to fight breakouts and blemishes. That’s why the products in Proactiv Complete are designed to work together; each product has been formulated to complement the other two.

To keep your skin looking and feeling its best, we advise you to use the products together as a system. You’ll also get the best results if you use them twice a day as directed.

7. Why has Proactiv Complete suddenly stopped working for me?

We know how frustrating it can be if your skincare routine appears to not be working. We urge you to keep using our Proactiv Complete system.

This is because breakouts are cyclical. Blemishes begin to appear approximately 2-3 weeks before you notice them on your skin’s surface.

The blemish cycle responsible for your breakouts may last many years. You may experience periods of improvement followed by flare-ups and vice-versa. Unfortunately, breakouts can't be cured, with or without treatment.

Even after blemishes disappear, you may need to use an effective skincare routine to keep new blemishes from forming. That’s why we created Proactiv Complete - an all-round system to help control breakouts gently.

A combination system like Proactiv Complete uses several different ingredients to manage the blemishes you have now and help keep new ones from forming. The ingredients used in Proactiv Complete should continue to be effective for as long as you use the products as directed. If your flare-ups continue or increase in severity, consult your dermatologist.

8. Will Proactiv Complete clog my pores?

No. Proactiv Complete is non-comedogenic. That means it’s non-pore clogging and won’t block your pores.

9. Is Proactiv Complete an anti-aging regime?

While Proactiv Complete isn’t specifically an anti-aging routine, its results could mean younger-looking skin.

We designed our 3-step system as an anti-blemish regime with skincare benefits, in mind. You may see:

  • Noticeably smaller pores,
  • Improved texture and tone,
  • Visibly faded unwanted pigmentation
  • Reduced appearance of fine lines and wrinkles
  • Enhanced hydration and suppleness
  • A brighter, more luminous complexion

10. Can I wear make-up over Proactiv Complete?

Yes, you can still wear make-up when using Proactiv Complete. Always look for products that are non-comedogenic and oil-free. Don’t forget to always remove make-up before working out too.

11. How should Proactiv products be stored?

Store your Proactiv products at room temperature. Heat can render salicylic acid ineffective.

12. Are larger bottles of Proactiv products available?

Depending on the plan you choose, Proactiv Complete is available in two different sizes: 30 days and 90 days. Please visit our product pages for more information.

13. Does Proactiv Complete promote facial hair growth?

No, Proactiv products are for the management of blemishes and are not intended to promote hair growth.

14. Can breakouts be cured?

We know how frustrating it can be when you experience breakouts and blemishes. Unfortunately, breakouts can’t be cured with or without treatment. However, they can be managed.

Even after blemishes disappear, you may need to use an effective skincare routine to keep new blemishes from forming. We have created an all-round system to help control breakouts gently. Our combination system uses several different ingredients to manage the blemishes you have now and help keep new ones from forming. The ingredients used in Proactiv Complete should continue to be effective for as long as you use the products as directed. If your flare-ups continue or increase in severity, consult your dermatologist.

15. Do I need to moisturise even if I suffer from breakouts?

It might seem strange moisturising an already oily complexion, but it is really important too. All skin types need to be hydrated for a healthy appearance.  The right moisturiser will not aggravate breakouts or increase oiliness.

In fact, it can actually improve the look and texture of your skin. Even oily skin can become dry and flaky on the surface. Step 3 of the Proactiv Complete system is our Water Gel Hydrator, which has specifically been designed to target dryness, dullness and skin texture. It helps to fight breakouts too.

16. Why and when should I use the Skin Purifying Mask?

Our Skin Purifying Mask is formulated with Sulphur, a proven blemish-fighting ingredient that reaches deep into pores where blemishes begin. Cool, soothing Kaolin, (also known as China Clay) helps absorb excess surface oils while our special formula soothes inflammation and refines skin tone and texture.

For best results, use with your Proactiv Complete system 2-3 times per week. Make sure to start with a clean face before applying the mask.

Directions: Apply to dampened skin. Leave on for 10 minutes. Rinse off with warm water. May be followed with the 3-Step System.

Tip: For the emergency blemish - use overnight on the pimple for fast improvement!

17. Will taking the contraceptive pill to affect my breakouts?

At one time, the high level of oestrogen contained in many contraceptive pills seemed to improve breakouts.

Today the hormonal levels are lower, and some in the medical field believe contraceptive pills may either slightly help or slightly worsen blemishes. We recommend consulting your doctor to find out if contraceptive pills are right for you.

18. Is Proactiv Complete safe to use while pregnant?

We recommend that you consult your GP before using any medication, topical or oral, during pregnancy or while breastfeeding.

19. I am outside in direct sunlight for most of the day. Is it safe to use Proactiv Complete?

Yes. However, you should always wear a sunscreen of at least SPF 15.  Use your Proactiv Complete system first, then apply the sunscreen.

20. Is Proactiv Complete safe to use when tanning in a tanning salon (sunbeds)?

As the ingredients used in Proactiv Complete include Salicylic Acid, you may find that skin is more sensitive to the sun and tanning beds. We suggest that you avoid using tanning beds – and always wear an oil-free sunscreen.

My Orders

Delivery

1. How can I change my regular deliveries?

We want to make it as easy as possible to get into a good skincare routine. That’s why we make it simple to fix your own delivery dates. Whether your Proactiv Complete deliveries are arriving too early or too late, simple change the frequency (anywhere from every 2 weeks to every 4-6 months).

Call our Customer Service Team for free:

UK: 0808 108 1592

Ireland: 1800 805 420

Monday-Friday: 9AM-6PM

Saturday: 9AM- 1PM

2. How do I cancel my regular deliveries?

To cancel your Proactiv Complete deliveries, you'll need to call our professional Skincare Advisors FREE on:

UK: 0808 108 1592

Ireland:  1800 805 420

Monday-Friday: 9AM-6PM

Saturday: 9AM- 1PM

3. Can I track my order to see if it has been sent?

Unfortunately, we are unable to offer online tracking at the moment, although we are working on adding this service for our customers. 

We aim to deliver within 3 working days of receiving your order. Your order may be delayed if the item is out of stock, but this rarely happens. If an item is temporarily out of stock, a member of our customer care team will contact you and let you know when you can expect to receive the item and discuss the options available to you.

Rest assured that your guarantee will only start from the date you receive the products at home and will not be affected by any rare delay in the delivery lead time.

If you have placed an order, received an order confirmation and have not received a delivery note from the post or received the products, within 2 weeks of placing your order, you can also get in touch with our customer care team on Freephone 0808 108 1592 (UK) and 1800 805 420 (Ireland) to find out the status of your order (Mon-Fri, 9AM-6PM, Saturday, 9AM-1PM).

4. I live outside the UK. Can I order through your website and ship it directly here?

Through the Proactiv UK (proactiv.co.uk) website, we can only deliver within the UK. If you live in Ireland, please visit our Irish site on (proactiv.ie).

To order outside the UK or Ireland, please phone our call centre who will be able to advise you.

5. I'm going on holiday; can I postpone my delivery?

Yes. Being a Clear Skin Plan member means you can manage your deliveries to suit you.

Just tell us and we can postpone or bring forward your next delivery or get it delivered to your new address, so you always have your favorite products, in the right place, at the right time.

Your Skincare Advisors are only a phone call away:

FREEPHONE UK 0808 108 1592 & Ireland 1800 805 420 (Mon-Fri, 9AM-6PM) & Saturday (9AM- 1PM).

Returns

1. I have returned a product, when will I get a refund?

At Proactiv, your satisfaction means everything to us. We aim to issue a refund within 7 working days of receipt of your return (unless otherwise advised by our customer care team when calling to request a returns authorisation number "RAN").

In any event, your refund will be issued within 30 days of your returns or cancellation notice receipt.

Please note that you are responsible for the costs of returning the goods to us unless we delivered the item in error or the item was faulty.

Refunds in relation to our products may only be credited to the credit or debit card originally used to make the purchase. If we are unable to put the refund through on this card for any reason, we will try to contact you to discuss alternative arrangements.

2. Can I return my Proactiv products if I am not entirely satisfied?

We are so sure that you'll love the products that we give you our money-back guarantee.  Try Proactiv for 30 days and if you're not completely satisfied with the results you can return the bottles to us, even if they're empty.

If for any reason you are not absolutely delighted with Proactiv, simply contact our friendly Customer Care team and they will be happy to help.

To provide the best service possible and ensure your return is processed in a timely manner, we ask that you call FREE to request a Returns Authorisation Number (RAN) on:

Freephone:  0808 108 1592 (UK) or 1800 805 420 (Ireland)

(Mon-Fri, 9am-6pm & Saturday 9am-1pm)

Allergic Reactions

1. How can I test for an allergic reaction?

Apply a small amount of the product to the nape (back) of your neck, or to the underside of your neck at the jawline for 3 days.

People who are allergic to salicylic acid may experience red, itchy bumps in the affected area. If no redness or irritation appears, you will probably not have an allergic reaction.

If redness persists, discontinue using the product. If redness continues after you have stopped using the product, consult a doctor.

2. Can I use Proactiv Complete with blemish medications?

In general, it's fine to use Proactiv Complete with other blemish medications. As with all medications, however, we strongly recommend consulting your doctor.

Side Effects

1. Does Proactiv Complete have any side effects?

We dermatologically test our products to make sure they’re as safe as possible. If you do experience a side effect, this will usually be mind. It could include drying or irritation to users who are sensitive to salicylic acid.

If you are concerned or need more information, we recommend you discuss it with your GP or dermatologist.

Ingredients

1. Proactiv Ingredients List:

+ Skin Smoothing Exfoliator

water (aqua), glycerin, salicylic acid, cetearyl, alcohol, neopentyl glycol diheptanoate, xanthan, gum, paraffin, glyceryl stearate, PEG-100 stearate, saxifraga sarmentosa extract, vitis vinifera (grape) fruit extract, morus alba bark extract, scutellaria baicalensis root extract, butylene glycol, linoleic acid, linolenic acid, sodium hyaluronate, disodium EDTA, glycolic acid, polysorbate 20, sodium hydroxide, cetyl alcohol, isododecane, phenoxyethanol, chlorphenesin, benzoic acid, sorbic acid, fragrance (parfum)

+ Pore Targeting Treatment

water (aqua), glycerin, isododecane, salicylic acid, polyacrylamide, ethoxydiglycol, cetearyl alcohol, C13-14 isoparaffin, aluminum starch octenylsuccinate, PEG-120 methyl glucose dioleate, lonicera japonica (honeysuckle) flower extract, aloe barbadensis leaf juice, dipotassium glycyrrhizate, butylene glycol, neopentyl glycol diheptanoate, xanthan gum, cetyl alcohol, polysorbate 20, laureth-7, sodium hydroxide, sorbic acid, benzoic acid, phenoxyethanol, chlorphenesin, fragrance (parfum), butylphenyl methylpropional

+ Complexion Perfection Hydrator

water (aqua), dimethicone, butylene glycol, neopentyl glycol diheptanoate, cetyl alcohol, dimethicone/vinyl dimethicone crosspolymer, hydrogenated coco-glycerides, ascorbyl glucoside, isododecane, PEG-100 stearate, glyceryl stearate, salicylic acid, stearic acid, scutellaria baicalensis root extract, alpha-glucan oligosaccharide, saxifrage sarmentosa extract, vitis vinifera (grape) fruit extract, morus alba bark extract, tocopherol, caprylyl glycol, ethylhexylglycerin, disodium EDTA, silica, sodium metabisulfite, hexylene glycol, PEG-75 stearate, ceteth-20, steareth-20, xanthan gum, magnesium aluminum silicate, sodium hydroxide, phenoxyethanol, fragrance (parfum), hexyl cinnamal, butylphenyl methylpropional, hydroxycitronellal, alpha-isomethyl ionone, citronellol, geraniol, linalool

+ Redness Relief Serum

Water (Aqua), Glycerin, Pentylene Glycol, Butylene Glycol, Maltooligosyl Glucoside, Camellia Sinensis Leaf Extract, Saccharide Isomerate, Sodium Hyaluronate, Hydrogenated Starch Hydrolysate, Glyceryl Acrylate/Acrylic Acid Copolymer, Saccharomyces/Zinc Ferment, Bisabolol, Hydroxypropyl Guar, Polysorbate 20, Disodium EDTA, Sodium Hydroxide, Carbomer, Caprylyl Glycol, Ethylhexylglycerin, Hexylene Glycol, Phenoxyethanol, Fragrance (Parfum), *Butylphenyl Methylpropional.

+ Mark Fading Pads

water (aqua), alcohol denat., glycolic acid, salicylic acid, hamamelis virginiana (witch hazel) water, camellia sinensis leaf extract, panthenol, ammonium hydroxide, allantoin, polysorbate 20, disodium EDTA, sodium benzoate, imidazolidinyl urea.

+ Skin Purifying Mask

water (aqua), kaolin, glycereth-26, sulfur, linoleic acid, cetearyl alcohol, magnesium aluminum silicate, synthetic wax, ceteareth-20, sodium lauroyl sarcosinate, linolenic acid, tocopherol, tocopheryl acetate, melaleuca alternifolia (tea tree) leaf oil, cymbopogon schoenanthus extract, geranium maculatum extract, hydrated silica, ethoxydiglycol, tetrasodium EDTA, sodium sulfate, butylene glycol, phenoxyethanol, fragrance (parfum), butylphenyl methylpropional, titanium dioxide (CI 77891),  zinc oxide (CI 77947), chromium hydroxide green (CI 77289)

+ Cleansing Body Bar

Sodium Cocoyl Isethionate, Stearic Acid, Water (Aqua), Sodium Isethionate, Fragrance (Parfum), Salicylic Acid, Cocamidopropyl Hydroxysultaine, Sodium Chloride, Galactoarabinan, Polyethylene, Disodium EDTA, Pentasodium Pentetate, Citronellol, Hexyl Cinnamal, Limonene, Linalool, Butylphenyl Methylpropional, Titanium Dioxide (CI 77891)

2. Will salicylic acid cause tattoos to lighten or fade?

No, salicylic acid will not cause tattoos to lighten or fade.

3. How should Proactiv products be stored?

It’s best to store your Proactiv products at room temperature. Heat can render salicylic acid ineffective.

4. What is Magnesium Aluminum Silicate, and why is it used in the Proactiv Skin Purifying Mask?

Magnesium Aluminum Silicate is known as a "suspending agent", which is important for the overall stability of the Proactiv Skin Purifying Mask.

It also has the ability to act as an oil absorber. It has been used extensively in liquid makeup for well over 50 years.

5. Do Proactiv products contain steroids?

No. Our products do not contain steroids.

6. Is Proactiv Complete hypoallergenic?

Our Proactiv products are not suitable for people who are allergic to salicylic acid or sulphur.

However, many of our ingredients were selected due to their hypoallergenic properties. The ingredients in our Proactiv Complete system are also paraben-free, oil-free and non-comedogenic (they won’t clog your pores). They’re suitable for all skin types.

7. Are Proactiv products non-comedogenic?

Yes, Proactiv products are non-comedogenic meaning that they won't clog your pores.

8. Does Proactiv test on animals?

No, our formulas are not tested on animals.