CALECIM® Professional

Dear Hannah, Thank you for taking the time to share your experience. We’re truly sorry to hear about the reaction you encountered while using the Professional Serum and Recovery Night Complex. This type of response is highly unusual, particularly as these products are widely used — including by medical and aesthetic professionals — to support the skin during post-procedure recovery. Because of that, we are very surprised by the level of sensitivity you described. Based on what you’ve mentioned, if your routine previously consisted only of tallow cream, it’s possible that the sudden change in products — or withdrawal from your prior routine — may have contributed to this reaction. However, individual skin responses can vary, and we would like to understand your case more thoroughly before drawing conclusions. We’d really appreciate the opportunity to review this in detail — including your application frequency, timing between uses, and photos of the reaction — so our team and one of our clinical professionals can assess what may have happened and advise you appropriately. Please reach out to us at [email protected] and we will prioritise your case. Thank you again for your feedback — it is valuable to us, and we would like to support you toward a safe and reassuring resolution. Kind regards, The CALECIM® Customer Care Team

Dear Elizabeth, Thank you for taking the time to share your experience with us — and for giving our treatment a full 12-week trial. We’re truly sorry to hear that you didn’t see the results you were hoping for. Hair response can vary from person to person depending on factors such as scalp condition, stage of hair thinning, lifestyle, and treatment consistency. While many customers do experience positive improvement, we completely understand how disappointing it can feel when this isn’t the case — especially after such a committed effort. We’d really appreciate the opportunity to review your journey in more detail. If you’re open to it, we’d be happy to put you in touch with one of our professionals for a personalised assessment — to help understand your hair concerns more deeply and explore whether adjustments to routine, frequency, or treatment plan may support better outcomes. Please feel free to reach out to our Customer Care Team and we will gladly arrange this for you. Thank you again for your honest feedback — it truly helps us continue to improve. Kind regards, CALECIM® Customer Care Team

Dear Melanie, Thank you for sharing your experience — and for your kind words about our products. We’re really glad to hear that you love them. We completely understand your concerns regarding the timing of your subscription. In this case, the request to postpone the order was made after the subscription order had already been created and your card had been charged, and at that stage the products were already packed and prepared for shipping. Once an order has entered this fulfilment process, we’re unfortunately no longer able to change the delivery date or modify the charge. However, as an exception in your case, our team was still able to cancel the order and reverse the payment for you, and we were happy to arrange this to help resolve the situation. For future flexibility, customers can manage their subscriptions directly in their account — including changing the next delivery date or skipping an order — anytime before the order is created for shipping. After the order has been generated, these changes are no longer possible. We truly appreciate your feedback and fully understand your concerns in this situation. If you’d like to continue with your treatments, we’d be very happy to help you reactivate your subscription at any time and ensure the schedule works better for you going forward. Kind regards, CALECIM® Customer Care Team

Dear Amy, Thank you so much for taking the time to share your feedback — and most importantly, for being such a loyal customer. We truly appreciate your continued trust in CALECIM®, and we can see that you have placed 14 orders with us over time, which means a great deal to our team. We’re very sorry for the inconvenience and frustration surrounding the delays and delivery experience with your recent order. After carefully reviewing your case, we can confirm that your order was divided into three separate shipments. Two of these shipments were delivered successfully, while the third part of the order was placed on hold in line with the instructions provided by you to our team. We have reached out to you regarding this third shipment, however we have not yet received your reply — once we hear back from you, we will be able to proceed with the next steps. Our Customer Support team will also be following up again to provide the best available options for the remaining items. This year, we experienced exceptionally high Black Friday volumes alongside stock replenishments being temporarily held up at customs, which unfortunately impacted dispatch timelines and led to split shipments in some cases. Even so, we recognise that clearer and more proactive communication should have been provided, and we sincerely apologise for the inconvenience caused — especially during the busy holiday season. Thank you again for your loyalty and for sharing your experience — your feedback genuinely helps us improve the quality of service we deliver. If there is anything further we can support you with while our team follows up, please don’t hesitate to let us know. Warm regards, The CALECIM® Customer Care Team

Dear Cosmin, Thank you for taking the time to share your experience — we’re very sorry to hear about the discomfort and concerns you’ve described. This is certainly not the outcome we want for any of our customers. Reactions to topical products are uncommon, but they can occur depending on individual scalp or skin sensitivities. We strongly recommend discontinuing use if irritation develops and seeking medical advice if symptoms persist or worsen — your comfort and wellbeing are our priority. We would really appreciate the opportunity to review your case in more detail, including your usage timeline and the reaction you experienced, so our team can investigate further and support you appropriately. Please reach out to our Customer Care team with your order details and any relevant information — we’re here to help and will do our best to find a suitable resolution. Thank you again for your feedback — it helps us continue improving both our products and customer experience. Warm regards, The CALECIM® Customer Care Team

Hi Johanna, Thank you for bringing this to our attention, and please accept our sincere apologies for the frustration and inconvenience caused. We completely understand your concern, especially given the lack of movement shown in the tracking. While we always do our best to support and expedite deliveries where possible, we are unfortunately also dependent on the efficiency of Royal Mail, particularly during this exceptionally busy time of year. That said, we appreciate that this does not make the delay any less frustrating. Our team is actively reviewing your case and will be reaching out to you directly with a solution to resolve this as quickly as possible. Thank you for your patience, and we truly apologise for the experience so far. Warm regards, The CALECIM® Professional Customer Care Team

Dear Gauri, Thank you for taking the time to share your feedback, and we’re truly sorry for the inconvenience and frustration this experience has caused. We would like to clarify that the complimentary gifts were shipped on 4 December. However, due to the exceptionally high volume of Black Friday orders, delivery was unfortunately delayed beyond our usual timelines. We sincerely apologise both for this delay and for the lack of clear communication throughout the process. To resolve the matter, our customer care team has since been in touch and arranged not one but two replacement shipments for the complimentary gift(s). These are now on the way and scheduled to be delivered on 19 December and 20 December, respectively. We regret that this experience fell short of expectations and appreciate you bringing this to our attention. Your feedback is being shared internally to help us improve both our logistics and communication moving forward. Warm regards, Customer Care Team CALECIM® Professional

Dear Irina, Thank you for taking the time to share your experience, and we are truly sorry for the frustration and inconvenience this situation has caused. We would like to reassure you that your order was shipped on 17 December and is scheduled to be delivered today. Our customer care team has also reached out to you personally to keep you informed and provide reassurance regarding the delivery status. While our email communications included an estimated delivery date, we sincerely apologise for the inaccuracy and for the lack of clarity this caused. The Black Friday period is the busiest time of the year for most companies, and despite careful planning, delays in shipping can unfortunately be unavoidable due to exceptionally high order volumes and courier constraints. That said, we fully understand how disappointing this is when expectations are not met. Regarding the complimentary gift, this remains included as promised, and our team is ensuring everything associated with your order is fulfilled correctly. We genuinely regret that this experience has impacted your confidence in our service. Your feedback is taken seriously and is being shared internally to help us improve both our logistics and communication moving forward. Thank you for your patience, and we hope your order reaches you shortly as expected. Warm regards, Customer Care Team CALECIM® Professional