FAQs

FAQs

Your Profile

Why do you need my address?

As part of this research panel, we would love to send you some of our products, either for testing or as a competition prize. To do this, we will need your home address. We will not share this data beyond the Superdrug Research team.

If you have moved home since signing up to the Collaboration Lab, please email collaborators@superdrug.com with your updated address.

Will I be eligible for all available activities?

Some activities are open to all members, while others have specific eligibility criteria such as age, gender, interests, shopping habits or product usage.

Although we cannot guarantee eligibility for every activity, most members will receive regular opportunities to participate.

Can I change my profile details?

Yes. You can update your profile information at any time by logging into your account and visiting the My Details tab.

When choosing a username or profile photo, please remember:

  • Your username should not impersonate another member, moderator or administrator.
  • Your profile photo should represent you and should not be used to impersonate anyone else.
  • Offensive, discriminatory or inappropriate usernames and images are not permitted.

The Collaboration Lab is an inclusive community that welcomes people from all backgrounds. Any inappropriate content may be removed and could result in membership being suspended or terminated.

I'm not receiving any email invitations

Some research activities have specific selection requirements, so not every invitation will be suitable for every member.

If you believe you're missing invitations:

  • Check your Spam or Junk folder.
  • Ensure your email address is up to date.
  • Add our email address to your safe sender list.

If you're still concerned, please contact collaborators@superdrug.com and we'll investigate.

Can I recommend someone to join the panel?

The Collaboration Lab is an invitation-only research panel. Membership is managed by Superdrug, and we are unable to accept referrals.

How do I leave the panel?

You can leave the Collaboration Lab at any time.

Please contact collaborators@superdrug.com and we will remove your membership and stop sending future research invitations.

Please note that any feedback you provided before leaving may still be used in anonymised research reporting.

Community Activities

What kinds of activities will I be invited to take part in?

The Collaboration Lab offers a variety of research activities, including:

  • Polls – short questions and preference checks.
  • Surveys – structured questionnaires about products, ideas and shopping behaviour.
  • Discussion Boards – conversations and feedback on specific topics.
  • Photo and Video Tasks – sharing images or videos as part of research activities.
  • Idea Generation Activities – creating and evaluating new ideas.
  • Diary Studies – recording experiences over several days.
  • Concept Testing – reviewing and evaluating new products, packaging or services.
  • Focus Groups and Interviews – live discussions with researchers and other members.

Activities will vary throughout the year depending on current research projects.

How will my feedback be used?

Your feedback helps Superdrug understand customer opinions and improve products, services and experiences. Research results are generally combined with feedback from other members and reported anonymously.

Why was I screened out of an activity?

Some activities require very specific participant profiles. Being screened out simply means the study was seeking different characteristics or that participant quotas had already been filled.

What happens if I don't finish an activity?

Depending on the activity, rewards may only be issued when participation is completed in full. Any participation requirements will be explained in the activity invitation.

What do I receive for taking part?

As a thank you for your time, you'll receive Superdrug Health & Beautycard points for most research activities.

The number of points available per task will normally be shown within the activity invitation or description.

Points are typically awarded monthly.

We may also occasionally run prize draws, giveaways, or product testing opportunities.

You can view your points in the Rewards tab.

How many points can I earn?

The amount you earn depends on the number and type of activities you complete.

Each activity will clearly outline the reward available before you begin.

My points haven't been added. What should I do?

If you've received confirmation that points have been awarded but they haven't appeared on your Health & Beautycard account:

  • Check that the correct 13-digit Health & Beautycard number is stored on your profile.
  • Sign out and back into your Superdrug shopping account on the app or website and allow up to 24 hours for your balance to refresh.

If your points still haven't appeared, contact collaborators@superdrug.com with:

  • Your Health & Beautycard number
  • A screenshot of your points balance

For general Health & Beautycard enquiries, please contact Superdrug Customer Services via https://www.superdrug.com/contact.

Technical Questions

Why can't I access some parts of the community or open links?

If you're having trouble accessing questionnaires or links, try the following:

Enable cookies

Cookies are required for questionnaires to work correctly. Ensure cookies are enabled in your browser. If you need help, contact the support team at communityhelpdesk@qumind.raiseaticket.com.

You may also need to add https://superdrugcollaborationlab.co.uk to your browser's trusted sites list.

Disable ad blockers

Some ad blockers can interfere with survey links by removing parts of our emails. If links aren't working, try temporarily disabling your ad blocker.

Update your browser

For the best experience, use the latest version of Chrome, Firefox, Safari, Edge or another modern browser. Older browsers may cause technical issues.

I forgot my password. What should I do?

Select the Forgot Password? option on the login page and follow the instructions sent to your registered email address.

If you do not receive the email:

  • Check your Spam or Junk folder.
  • Ensure you are using the email address registered with the Collaboration Lab.
  • Contact support if the issue continues.

Why can't I log in?

Common reasons include:

  • An incorrect email address or password.
  • A password copied with extra spaces.
  • Browser settings preventing cookies from functioning correctly.
  • Attempting to log in using a different email address from the one registered.

If you've checked these and are still experiencing issues, please contact us.

I have a technical issue not covered here

You can raise a ticket or email communityhelpdesk@qumind.raiseaticket.com.

Please provide as much information as possible, including:

  • A description of the problem.
  • Any error messages you see.
  • Screenshots (where possible).
  • The device and browser you're using.

This will help us investigate the issue more quickly.

Privacy & Security

Who manages the Collaboration Lab?

The Collaboration Lab is managed by Superdrug Research in partnership with Largo, an independent research and insight consultancy.

Largo provides the research platform and support services that help deliver the community experience.

Will my personal information be shared?

Your personal information will be handled in accordance with Superdrug's Privacy Policy and applicable data protection laws.

Your details will only be used for research purposes and will not be sold to third parties.

For full details, please refer to the Superdrug Privacy Policy.

Contact Us

How can I contact you?

For questions about research activities, membership, rewards or panel participation, please contact:

collaborators@superdrug.com

For technical support relating to the platform, please contact:

communityhelpdesk@qumind.raiseaticket.com

For customer service enquiries relating to stores, online orders or products, please visit:

https://www.superdrug.com/contact

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