Frequently asked questions
This page brings together the questions we hear most often — on shipping, products, application, safety, and orders — in one place.
Shipping
Where is my order?
You'll receive an email with your Royal Mail tracking number once your order has been dispatched. If you haven't received it, check your junk or spam folder. You can also track your order directly at royalmail.com/track-your-item.
Royal Mail says delivered but I don't have it?
Our parcels are designed to fit through a standard letterbox. Check with others in your household and any safe places the parcel may have been left. If you're still unable to locate it, contact us at cs@totally-numb.com and we'll look into it.
Is packaging discreet?
Yes — all orders are shipped in plain, unbranded packaging for complete discretion.
Product
Is this what professionals use?
Totally Numb is used by tattoo artists, aesthetic practitioners, and beauty professionals across the UK. The Professional Line was built specifically for studio and clinic use — the rest of the range was developed from the same formulations.
Can I use this alongside other comfort creams?
We don't recommend it. Using multiple comfort products at the same time increases the risk of skin irritation and makes it harder to identify the cause of any reaction. Use Totally Numb on its own for best results.
Why didn't it work as expected?
Several factors can affect how well comfort cream works — including how it was applied, how long it was left on, and individual skin type. Contact us at cs@totally-numb.com and we'll help you identify what may have affected your experience and how to get better results.
Are your products legal?
Yes. All Totally Numb products are fully compliant with UK cosmetic regulations and backed by individual Cosmetic Product Safety Reports (CPSRs) completed by qualified independent safety assessors.
Using Totally Numb
How do I apply it for best results?
Clean and dry the area thoroughly. Apply a thick, even layer over the entire area being treated. Cover with cling film to help absorption. Leave for 45–60 minutes before your procedure. For full application guidance, see our How to Apply Comfort Cream page.
How much cream should I use?
Apply a thick, visible layer over the full area being treated. Applying too little is the most common reason for reduced effectiveness — the cream needs to be present in sufficient quantity to work properly.
Does it work for laser hair removal?
Yes — Totally Numb is commonly used ahead of laser hair removal treatments to help reduce discomfort during the session.
Is it suitable for waxing?
Many clients find it helps reduce discomfort during waxing compared to untreated skin. Use Comfort Cream for larger areas, applied 45–60 minutes before your appointment, or Comfort Gel for small areas, applied 20–30 minutes before.
Safety & skin
Do I need to do a patch test?
Yes. Carry out a patch test at least 24 hours before your first use. Apply a small amount to the inside of your wrist or elbow and leave for 24 hours. If any irritation occurs, do not proceed with full application.
Is it safe to use during pregnancy?
We recommend consulting your GP or midwife before using any comfort product during pregnancy. Do not use without medical advice.
Can I use it on sensitive skin?
Carry out a patch test before use — this is especially important for sensitive skin. If you experience any redness, itching, or irritation during the test, do not proceed. If you have a known skin condition, consult your GP before use.
What should I do if I experience a reaction?
Discontinue use immediately and wash the area with clean water. If irritation persists or worsens, seek medical advice. Do not reuse the product until you have consulted a healthcare professional.
Is it safe to use on irritated skin?
No. Do not apply to inflamed or sunburnt skin, and do not apply Comfort Cream to broken skin. This is a legal requirement stated on every product label.
Orders & returns
How do I return a product?
You have 30 days from the date of receipt to request a return. Items must be unused, unopened, and in their original packaging. Contact us at cs@totally-numb.com with your order details to begin the process.
Do you offer trade pricing?
Yes — we offer trade pricing for studios and aesthetic clinics. Email cs@totally-numb.com or visit our Trade Accounts page for setup details.