Q&A

FREQUENTLY ASKED QUESTIONS

You will find here answers to the most common questions. If yours is not listed, our assistant responds in real time, in the bottom right corner — instantly, 24/7. For more specific cases, please use our contact form.

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PRODUCTS

Are your products suitable for all skin types?
Yes. Our formulas are designed to be well tolerated by normal, combination, dry and sensitive skin. If you have particularly reactive skin or a specific condition (eczema, rosacea, known allergy), please check the ingredient list on the product page before use, or consult your dermatologist.

Are your products vegan?
Yes, 100%. None of our ingredients are of animal origin, and we never test on animals.

Where are your products made?
Our products are designed and manufactured under rigorous cosmetic standards (FDA, GMP), with carefully selected ingredients.

Do your formulas contain fragrance?
Our skincare is formulated with a minimalist approach. For ingredient details, please consult the corresponding product page.

How long does a product last?
With daily use (morning and evening), our products last between 6 and 12 weeks depending on the quantity used. The PAO (Period After Opening) is indicated on the packaging.

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ORDER & SHIPPING

How long does shipping take?
- Switzerland: 5 to 10 business days
- European Union: 7 to 14 business days
- United Kingdom & rest of Europe: 7 to 14 business days
- International: 5 to 15 business days depending on destination

You receive a tracking number by email as soon as your package leaves our warehouse.

Are there customs fees?
For orders outside Switzerland, customs fees and local taxes may apply on import, payable on delivery. These fees vary by country. Please check with your local customs office to estimate.

Is shipping free?
Yes, above a certain amount: 99 CHF in Switzerland, 119 € in the EU, £129 in the UK, $199 internationally.

Can I modify or cancel my order after placing it?
Yes, as long as the order has not yet been shipped. Please contact us as quickly as possible via our form with your order number. Once the order has been shipped, it can no longer be cancelled.

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RETURNS & REFUNDS

Can I return a product if I am not satisfied?
Yes, you have 14 days after receipt to send back an unopened and unused product. See our return policy for details.

What if the product has been opened?
For hygiene and sanitary reasons, opened or used cosmetic products cannot be returned, except in the case of a product defect (where we take full responsibility).

How long does the refund take?
Within 14 days maximum after receipt of the returned product, by the same payment method as the original order.

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PAYMENT

What payment methods do you accept?
Credit card (Visa, Mastercard, AmEx), Apple Pay, Google Pay, Shop Pay, and PayPal. All payments are secured by Shopify Payments and Stripe.

Is payment secure?
Yes. We never have access to your banking data — it is processed exclusively by our payment provider (Shopify Payments / Stripe), PCI DSS compliant with banking-grade encryption.

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CONTACT

How can I contact you?
Our assistant is available 24/7 on the site (chat in the bottom right corner). For more complex requests, please use our contact form. Response time: 48 business hours maximum.