Product FAQs

Has Prevasore been tested on animals?
No, Prevasore has not been tested on animals.

Does Prevasore contain lanolin?
Prevasore does not contain lanolin.

How long can I use Prevasore, once the tube has been opened?
You should dispose of Prevasore 3 months after the tube is first opened. This is recommended to avoid cross-contamination, especially if Prevasore is used for a cold sore. However, if you haven’t opened the tube, it will remain suitable for use until the expiry date shown on the tube/carton.

How should I dispose of Prevasore?
Used tubes and the screw cap should be disposed of via normal household waste. You can recycle the empty carton with cardboard. Always keep the tube cap out of reach of children as it can pose a choking hazard.

Are there any age limits for using Prevasore?
Prevasore can be used by adults, the elderly and children over 12 years. If you have a child under 12 years of age who suffers from frequent cold sores, it is advised to seek medical advice from a doctor.

Is Prevasore available in other countries?
Prevasore is only available to buy in the UK, to be delivered to UK addresses.

How much Prevasore should I apply?
You should apply Prevasore thinly to the affected area on and around your lips, then re-apply further thin coats as often as required, to help keep your lips moisturised and protected.

How many applications of Prevasore do I get in a tube?
By our calculations, there’s enough applications to last at least 3 months.

Can I use Prevasore regularly / long-term?
Yes, Prevasore is suitable for regular long-term (every day) lip care to help treat and prevent chapped lips and the occurrence of cold sores. It can also be used on an occasional basis, as and when a cold sore occurs. However, regular everyday use of an effective lip care product should help maintain healthy lips which has been seen to reduce repeated cold sore outbreaks.

Can I use Prevasore on a cold sore scab?
Yes. Prevasore is suitable to help with healing cold sore scabs.

It is best to start using Prevasore as soon as the first signs of a cold sore develop, and to continue using it, as often as necessary, until the cold sore is completely healed.

Regular everyday use of Prevasore after a cold sore episode has cleared can help to keep your lips in good condition, and reduce further outbreaks.

Are there any lip problems for which Prevasore is unsuitable?
Prevasore is for sore and cracked (chapped) lips and cold sores only. Do not use it for any skin infection other than a cold sore, and if the problem hasn’t healed completely within about two weeks talk to a doctor, nurse or pharmacist to check the diagnosis.

How does Prevasore help cold sores?

Prevasore can help with cold sores in three ways:

Helping to prevent cold sores:
It is known that chapped lips can be a trigger for cold sores and that the frequency of cold sore outbreaks is reduced by keeping the lips soft and moisturised, maintaining the natural barrier function of the skin. 

Using Prevasore regularly can help to keep your lips in good condition. The emollient (moisturising ingredient) and the humectant (moisture retaining ingredient) help to balance the moisture levels within the skin to maintain the natural suppleness.

Relieving the symptoms of a cold sore:
Using Prevasore at the first signs of a cold sore, when you sense the characteristic local tingling / itching / burning can assist the natural healing process. Prevasore’s unique gel formulation is designed to allow easy, gentle application of its moisturising and lubricating protective layer over the tender area of the cold sore.

Helping to heal a cold sore:
Using Prevasore as soon as a cold sore starts can help with the normal healing process, and can help protect against further aggravation by the external environment or a secondary infection.

Prevasore works by forming a moisturising and lubricating layer which may help to reduce the overall time it takes for the cold sore to resolve. 

If a cold sore episode has not healed completely within about two weeks, or if you regularly suffer frequent severe cold sores, it is advisable to talk to a doctor, nurse or pharmacist.

Can I use Prevasore whilst pregnant or breast-feeding?
This product can be used during pregnancy and by breast-feeding mothers. The ingredients have been in widespread use in this and similar preparations for many years, without reports of problems. However, safety trials have not been conducted.

What if I need further medical advice?
If you need any further information, please contact the NHS by calling 111.

Order and Delivery FAQs

When will I receive my order?
We aim to dispatch all orders placed on before 2pm on a working weekday, the same day by 1st class post. Royal Mail service agreements suggest that in over 90% of cases, you should receive your order the next day.

When will my order be dispatched?
Where an order is placed before 2pm on a working weekday, we aim to dispatch it the same day by 1st class post, for delivery the following day.

  • If you place your order after 2pm, we will dispatch it on the next working day.
  • If you order after 2pm on a Friday, or during a weekend, we will normally dispatch your order on Monday, to arrive Tuesday.


Do I have to sign for my order?
All orders are sent using 1st Class Royal Mail and therefore you do not need to sign for it. Your order will be delivered with the rest of your usual post.

Can I track my order?
All orders are sent out using 1st Class Royal Mail and therefore there is no tracking service available. As long as you place your order before 2pm the delivery is likely to be with you the following day (excluding weekends and public holidays).

Where do you deliver to?
We only deliver within the UK.

Where else can I buy Prevasore?
Prevasore is only available directly from us here at

What if I want to cancel my order?
Before you have received your order:
Unfortunately, because we aim to dispatch your order as soon as possible, we are unable to cancel orders once they have been placed on the website.  Should you wish to cancel your order, you can return it using the Returns Form found on the Delivery Note for a full refund.  The Returns Form can also be downloaded from the website. 

Once you have received your order:
You have a right to cancel your order within 14 days from the delivery date. You will then need to return the item to us; with the Returns Form (enclosed in the original delivery or downloaded from the website) unused and in the condition you received it. Once we have received the return, we will refund the cost of your order.

I ordered multiple packs, but only some have arrived?
If you have ordered a number of packs of Prevasore, we may dispatch them in more than one package. If you do not receive your full order within a few days, please do get back in contact and we’ll investigate further.

Returns and Refunds FAQs

How can I return my product?
If you are not entirely satisfied with your product, you can return it to us with the Returns Form enclosed within your delivery, or by downloading a copy from our website. Please use the tick boxes to let us know the reason for returning your order. Once it is received, we will process and refund your money. All returns will be examined upon receipt.

How long until I receive my refund?
From receipt of your return, we will refund your money within 14 days. This will appear on your credit card, PayPal or bank statement as a refund from Diomed Direct. We can only refund the transaction via the same payment method used when you placed the order.

Do I have to pay to return my product?
Although we pay postage and packaging when we send your product to you, you will need to use a stamp on any returns and send your product back to the PO Box address provided on the Returns Form, along with the slip which details your order number and your reason for return. You can also download the Returns Form from our website.
However, if your product is faulty, we will refund you the cost of postage to return the item to us.

How long do I have to return my product?
If you are not entirely satisfied with your order, you may return the product within 14 days from the date of delivery, requesting a refund. Please state the reason for your return on the form provided in the original delivery. You can also download the Returns Form from our website.

Payment and VAT FAQs

Do prices include VAT?
All prices you see are inclusive of VAT.

Which payment options do you accept?
We accept all major credit/debit cards and PayPal. We do not accept cheques.

Can I pay over the phone?
We only offer ordering and payment through our website. We do not accept payment over the phone or by post.

What currencies do you take payments in?
We only accept orders and deliver within the UK. Therefore, all payments are taken in British (sterling) currency.

Can I change my payment details once my order has been submitted?
No, unfortunately we can’t amend your payment details once you have placed your order.

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