Murad Customer Care: An Expert, Practical Guide

Murad Skincare, founded in 1989 by board-certified dermatologist Dr. Howard Murad, serves customers in the United States and internationally through region-specific websites and a network of authorized retailers. Since its acquisition by Unilever in 2015, Murad has scaled its customer care capabilities while maintaining dermatology-led guidance on products and routines.

This guide explains exactly how to reach Murad customer care, what details to prepare to get fast resolutions, how returns and subscriptions work, and how to address product, safety, or authenticity concerns. When in doubt, start at the official site for your region (for the U.S., use www.murad.com) and navigate to the Help/Customer Service link in the footer.

Contact Channels and Response Expectations

The fastest way to reach Murad in most regions is via the Help Center on the official website. Use the region selector on www.murad.com to switch to your local site if you are outside the U.S. (for example, U.K. customers are typically served on murad.co.uk). Look for Contact Us, Help, or Customer Service links in the footer to open live chat or a support form.

Live chat is typically available during standard business hours on weekdays (commonly Monday–Friday, 9:00–17:00 local time). Email and web-form inquiries usually receive a response within 24–48 business hours. If you prefer social channels, reach out via Murad’s verified profiles (linked from the official website footer) and include your order number and region; social care can triage straightforward questions but will route sensitive account or payment issues to secure support.

• Website: www.murad.com (use the region selector for your country site; e.g., murad.co.uk for the U.K.)
• Order tracking: Sign in to your Murad account and open Order History to view status and tracking links once shipped.
• Live chat: Available on business days; find the chat widget or Contact/Help link on the bottom-right of the site.
• Retailer purchases: If you purchased from an authorized retailer (e.g., Sephora, Ulta, Dermstore, Boots), contact that retailer’s customer service for returns or shipping issues; Murad can assist with product guidance.

What to Include When You Contact Support

Providing complete, concrete information with your initial message dramatically shortens resolution time. Prepare details before you start a chat or open a ticket so the agent can verify your order and take action immediately.

Attach clear photos whenever relevant (e.g., damaged packaging, leakage, incorrect items). If you’re reporting a product concern, photograph the batch/lot code and expiration date printed on the unit carton or the tube/bottle crimp; these are typically ink-stamped or engraved and help Murad trace manufacturing lots.

• Order number and order date (find this in your confirmation email or account order history).
• Full name, email, shipping address, and phone number used at checkout.
• For delivery issues: tracking number, carrier, and a brief timeline (e.g., “marked delivered on 2025-06-12 at 14:37, not received”).
• For product issues: product name/size, when first opened, batch/lot code, expiration date if shown, and photos of the concern.
• Payment method (last 4 digits of card or wallet ID), so billing teams can locate the transaction.

Orders, Shipping, and Address Corrections

After placing an order on murad.com, you’ll receive a confirmation email within minutes. Most orders ship within 1–2 business days; standard transit within the U.S. commonly takes 3–7 business days once shipped. Expedited options, when available, typically deliver in 2–3 business days. Tracking updates appear in your account and via email as soon as the carrier scans the package.

If you entered an incorrect address, act quickly. The window to modify or cancel is short—often as little as 30–60 minutes after checkout—because orders move rapidly to fulfillment. Use live chat or the order self-service link in your confirmation email. Once the package is with the carrier, address changes or reroutes may not be possible, but agents can advise on next steps if a delivery attempt fails or a return-to-sender occurs.

Returns, Exchanges, and Refund Timelines

For orders placed on the official Murad website, most regions support a hassle-free return window for unused or gently used products that didn’t meet expectations. You’ll usually need to obtain a return merchandise authorization (RMA) from customer care before shipping anything back; returns without an RMA can delay processing.

Once your return is received at the warehouse, allow 3–10 business days for inspection and refund processing to your original payment method. Shipping charges and gift wrap are generally nonrefundable unless the return is due to a Murad error (damaged, defective, or incorrect item). Gift-with-purchase items may need to be returned or will be deducted at their retail value if kept. For items purchased through authorized retailers, follow that retailer’s return policy and timelines.

Subscriptions and Auto-Delivery Management

Murad’s auto-delivery program (where available) offers convenient replenishment and often includes a recurring discount and free standard shipping. Typical delivery cadences include every 4, 6, 8, or 12 weeks. You can update frequency, skip a shipment, change your address, or cancel from your account dashboard.

To avoid being charged for the next cycle, make changes at least 24–48 hours before the scheduled billing date shown in your subscription settings. If a charge has already been authorized, agents can advise whether the shipment can be stopped or re-routed. You’ll receive an email reminder ahead of each renewal with the next charge date and items included—review these closely to avoid surprises.

Product Safety, Ingredients, and Dermatologist-Led Guidance

Murad formulas are dermatologist-developed; still, skin is individual. For ingredient or regimen questions (retinoids, AHAs/BHAs, vitamin C, or SPF layering), customer care can offer product guidance and direct you to resources on the site. For medical conditions or suspected allergic reactions, consult your healthcare provider and discontinue use immediately; report the issue to Murad with photos and the product batch code.

Check the Period-After-Opening (PAO) symbol on packaging (e.g., “12M”) to understand shelf life once opened. Store products in a cool, dry place away from direct sun. If a product arrives damaged, leaked, or with unusual texture or odor, contact customer care within 14 days of receipt and include photos of the unit and outer carton for a swift replacement assessment.

Authenticity and Authorized Retailers

To ensure product integrity and eligibility for customer care support, buy from Murad’s official websites (e.g., www.murad.com for the U.S., murad.co.uk for the U.K.) or from authorized retail partners listed on the brand’s site. Purchases from unauthorized third-party marketplaces may not be covered by Murad’s guarantees or returns.

When purchasing online through marketplaces, verify that the listing is “Sold by” Murad or by an authorized retailer, not a random reseller. Keep invoices and order confirmations—customer care may request these to verify authenticity and eligibility for assistance.

Escalations, Accessibility, and Privacy Requests

If an issue remains unresolved after initial contact, politely request escalation to a senior agent or supervisor and note your case number. Maintain a concise log of dates, agent names, and actions taken; this helps the escalation team diagnose and correct issues quickly. For time-sensitive matters (e.g., misdelivery), use live chat for real-time troubleshooting and follow up with a summary via email to keep a written record.

For accessibility assistance with the website or support content, use the accessibility link typically found in the site footer to request accommodations. To exercise privacy rights (access, deletion, or data corrections), use the privacy or “Do Not Sell/Share” link in the footer of your regional site; include your account email and region. Most privacy requests are acknowledged within a few days and completed within statutory timelines (commonly 30–45 days, depending on jurisdiction).

What is the Murad money back guarantee?

If for any reason you are not completely satisfied with our products, please first call our Customer Care Team at 310-765-1520 and a team member can help you return your product. Murad stands behind its products with a 60-day money-back guarantee (from ship date) on all products purchased directly from Murad.

Which company owns Murad?

1 September 2015 – Unilever acquired Murad, a leading clinical skincare brand.

Is Murad good for older skin?

From forehead to décolleté, Murad’s line of skincare for wrinkles visibly smooths and lessens line and wrinkle depth for revitalized skin. Our line of anti-aging skin care is designed to reverse sun damage, smooth deep wrinkle lines, and improve skin texture regardless of skin type.

How do I contact Murad customer service?

You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the ‘Manage Subscriptions’ section in your Murad.com account or by calling Customer Care at 1-310-765-1520.