Frequently Asked Questions

We want you to have all the information you need when it comes to our products, ordering and the Nursem Promise. Please see below some of the questions we are asked regularly by our customers.

Ordering

Please get in touch with our team using our contact form within an hour of placing your order, and we will change this to the correct address.

Please get in touch with our team using our contact form within an hour of placing your order and we will be able to cancel it. Beyond this time period we cannot guarantee cancellation and you will need to follow our returns policy to return your products.

Please get in touch with our team using our contact form within an hour of placing your order and our team will endeavour to make the desired changes to your order. Beyond this time period we cannot guarantee that changes can be made and you will need to follow our returns policy to return your products if you wish to do so.

Confirmation emails occasionally end up in your junk folder, so please check this. If you are still unable to find a confirmation email, please get in touch with our team through our contact form and we will be able to help.

Yes, when inputting the shipping address, put the address of the person you would like this delivered to and then your address for the billing address.

Please ensure that when inputting your address the country for shipping is set to the Channel Island where you reside. If you are still charged for tax please get in touch with our team using our contact form for a refund of tax.

Unfortunately we cannot accept payment over the phone due to Data Protection rules. You can pay by card or through Paypal on our website.

Yes, we offer discounts for healthcare professionals through Blue Light Card and Health Service Discounts.

Your discount code may have expired – if this is not the case please get in touch with the customer service team through our contact form. Please note only one discount code can be used at time. Our free UK delivery threshold is above £25.00 after a discount has been applied, so a discount may take your order value below this threshold.

Please see our returns policy.

We’re stocked across the UK and on various online stores - check out our stockists page to find our more.

If you wish to stock Nursem, please see our stockists page and complete the contact form.

All order confirmation and invoices are sent electronically to your email address. We do not include paper formats within the order itself.

Shipping

For further information on shipping see our Delivery & Returns page.

We currently do not ship to the US & Canada, however our retail partner Space NK do, you can view our collection on their website by clicking here.

We do not offer first class postage. All items are sent using tracked 48 hour services via Royal Mail.

Your order should arrive within 3-5 working days from the date that you placed your order in the UK. For timings related to International Shipping, please see our Delivery & Returns page.

Tracking information will be emailed to you via Royal Mail. Please note that our single or duo tubes of hand cream are not eligible for tracked delivery – on these items you will only receive a delivery update when Royal Mail attempts to deliver your order. If you have been waiting 10+ working days for your order, please get in touch with our customer service team through our contact from as there is likely to be an issue with Royal Mail.

Please use our contact form to contact our customer care team and we will be happy to resolve your issue.

Product Information

Please get in touch with our team to request a sample of our Caring Hand Cream. We do not offer samples of any other products currently.

Nursem products can be used externally on all areas of the body, but for best results use on targeted dry and irritable spots as per our recommendations.

Please note: All Nursem products comply with the applicable cosmetic legal regulations in the UK and Europe.

Traditional soap is a surfactant and works in exactly the same way that the surfactants do in our Caring Hand Wash – by breaking down lipids including those surrounding enveloped viruses. When combined with the correct hand washing technique, it helps to remove pathogens from your skin.

It’s important to note that soap doesn’t just mean traditional bar soap but surfactants as a whole, including hand wash, shower gel, shampoo and washing-up liquid – as they all work in exactly the same way.

You may find these articles from Queen's University Belfast and the New York Times interesting in how surfactants work on viruses.

All Nursem products have been independently safety tested and approved as having excellent skin compatibility for people with sensitive skin. We would recommend that if you suffer from allergies or skin conditions you consult your GP or Dermatologist before using anything to alleviate your symptoms as Nursem is not a medicine.

Yes, we are proud to manufacture Nursem within the UK, with our products being made by an MHRA approved partner.

For detailed product information including ingredients see individual product pages. See our full range of products here.

Our Caring Skin Fix and Caring Hand Wash are vegan. However the Caring Hand Cream contains Manuka Honey NPA+15.

Our bottles, tubes and cardboard cartons are fully recyclable, with the recycling symbol prominent on our packaging. Simply rinse these out tubes and bottle and place with your other household plastic recycling.

No, Nursem believes that all skincare products should be cruelty free.  We are proud to be Leaping Bunny approved. A globally recognised programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

All of our own brand products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products.  We adhere to fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitor system is also independently audited.

For more information, visit Cruelty Free International.

At the moment we do not. However we are actively working on this to have refills available on certain products by late 2021.

If you have an acute skin condition, hypersensitive skin, or concerns regarding individual ingredients we always recommend a patch test be carried out at least 24 hours prior to first use of any new skincare product. The best places to test are inside the forearm and behind the ear. Please do not patch test on skin that’s already irritated.

We currently use a skin conditioning derivative of Palm Oil called Ethylhexyl Palmitate. Nursem is a member of the Roundtable of Sustainable Palm Oil (RSPO) and we are actively working towards finding more sustainable sources for these ingredients.

While our Caring Hand Cream is for regular application throughout the day to prevent ongoing dryness, our Caring Skin Fix aims to repair your hands or other areas of discomfort if they are in a particularly dry, cracked and sore state. The skin fix is also a little thicker and richer than our hand cream and it is ideal for overnight application.

Our hand cream contains Grapefruit essential oil. Grapefruit can sometimes amplify the efficacy of certain drugs, therefore if you are on medication please consult your GP before applying Nursem fragranced products.

Nursem products are classified as cosmetics, however should you be concerned we would advise that you seek the advice of a healthcare professional, for example your GP or midwife before using our products. If you do use Nursem while pregnant, always patch test 24 hours before application.

Currently you cannot get Nursem on prescription.

Nursem Promise

We distribute the Nursem Promise mainly through partnerships with NHS trusts around the UK, ensuring Nursem reaches staff members with the most acute need. We also regularly launch campaigns to offer our customers the chance to decide where the Nursem Promise will be delivered. You can find out more about the Nursem Promise here and leave your email address to receive Nursem Promise updates.

To learn more about the Nursem Promise, please visit our Nursem Promise page.

In an ideal world we would absolutely love to be able to help everyone through our Promise, and can assure that the amazing work carried out by workers across different sectors is recognised. Unfortunately, as a small business, we must limit our send outs to registered healthcare workers. Helping nurses and midwives was the key motivation in the launch of our brand, and at this time it’s important that we stay true to our mission.

Please see our map to find out where we have sent the Nursem Promise already.

Can’t find the answer you’re looking for?

Please get in touch with us by filling out our contact form and we will be happy to help.