FAQ s

Shipping

Will shipping cost me anything?

In Europe shipping is free and shipping costs are on us. Please note that if the shipment goes to an address outside the EU or Switzerland, additional customs taxes and VAT may be charged by the carrier.

Can I return the products free of charge?

Yes, if you do not like our products, you can return them to us free of charge within 30 days of receiving in Europe and the EU. Please note that the returned products must show a normal usage for a single person. For returns outside Europe and the EU you have to pay the shipping costs yourself.

To which countries do you ship?

We ship worldwide. In Europe and Switzerland shipping is free of charge. Please note that outside the EU and Switzerland, customs duties and VAT may be charged separately by the carrier.

With whom do you ship the orders?

Orders are usually shipped by DHL or Swiss Post by letter or parcel.

Ordering

I am new. How do I order?

Simply choose a product in our store. Then put it in your shopping cart. Add as many products as you like. Once you have completed your selection, click on the "Shopping Cart" in the upper right corner and start the checkout process. After you have entered your address, you can pay your order by credit card, Paypal or Twint. Done! Your order is now on its way to you.

Is it safe to order from you?

Yes, we use the industry standard SSL to encrypt your data when ordering and protect it from unauthorized third parties. Payment is also completed through a secure Swiss payment gateway with the highest level of security. Your data is also saved on a server in Switzerland and therefore in good hands.

The product is no longer available. When can I order it again?

It may happen that certain products are temporarily out of stock. It is part of our company philosophy to produce only what we need. We also want you to always get the freshest products possible. If the desired product is no longer available, you can assume that we are already in the production preparation and see to it that the product is available again as soon as possible. Just check back within the next few days.

Payment

Which payments do you accept?

You can pay with credit card (Visa, Mastercard), Apple Pay, Paypal or TWINT.

In which currency can I pay?

We currently offer payment in Swiss Francs (CHF) and Euros (EUR).

Is the payment secure?

Yes, the payment is made directly via a secure payment gateway in Switzerland and is encrypted.

I have a voucher. Where do I redeem it?

Voucher codes can be entered during the checkout process and will be automatically applied to your shopping cart if valid.

Products

Is the product suitable for my skin type?

Our products are designed to be suitable for the use on different skin types. See the product page for more information on whether it is fits your skin type needs.

I don't know what skin type I have.

No problem. With our skin type test, you can find out what skin type you have by answering a few questions.

What does "100% natural skincare" mean?

Our products are based on 100% natural ingredients. They are free of parabens, silicones, synthetic fragrances or any other harmful ingredient.

The product has changed color and/or is more viscous than usual.

This may occur when the product is in a cooler environment (e.g. in the suitcase during a flight). Once the product is back in a normal room temperature of 18-25 degrees, it will return to its original state. Cold does not affect the quality of the product.

My Order

Where is my order?

Your order is usually shipped by DHL or Swiss Post within 2 business days. You can check the status of your order in your account. We will also send you an automatic email as soon as your order has left our warehouse. For some of our shipments you will also receive a tracking number and can check the shipping status directly online. If your order does not arrive within 7 business days, please contact us.

How can I complain?

Oh no... you want to complain? We are already very sorry about that. We strive to provide you with the best possible service and great products. Nevertheless, we gladly accept complaints, ideas and suggestions for improvement from your side and try to help as fast as possible. We want to constantly improve and are happy about any feedback.

Returns & Refunds

I don't like the product and would like to return it.

We are sorry that you are not satisfied with our product. Of course, this can happen, and we will gladly refund your purchase price if you return the product to us within 30 days of receiving. Please note that we will only take back products that are either in their original packaging or haven been used in the usual quantities for a given timeframe of 30 days.

Do I have to pay for the return shipment myself?

In the EU and Switzerland, we will pay for the return shipment. You will receive an appropriate shipping label from us.

How can I return my products?

On our returns page we explain the process to you and you have the possibility to make a return request directly.

I received a defective product.

Oh, we are sorry about that. Despite careful quality control, we are not completely error-free either. But don't worry, we will replace the product quickly and free of charge. Please submit a return request.

I received the wrong product.

Oh, we are sorry about that. Despite careful quality control, we are not completely error-free either. But don't worry, we will replace the product quickly and free of charge. Please submit a return request.