FAQs
How quickly will you answer my question?
Our support team reads messages Monday to Saturday, 9:00 to 18:00, and we aim to reply to everything within 24 hours. Email us at skinora.2027@gmail.com and please include your order number if your question is about an order already placed.
How long does it take to process my order?
Orders are processed within 1 to 3 business days after your payment is confirmed. Most are prepared sooner than that, but during busy periods it can take the full three days before your parcel leaves.
What does shipping cost?
Delivery inside the Netherlands is free on orders of €55 and over, and €6.95 below that. Shipping across the European Union is a flat €12.95, and selected international destinations are €19.95. The exact amount is always shown at checkout before you pay.
Do you ship outside the Netherlands?
Yes. We deliver across the European Union and to a number of countries outside it, including the United Kingdom, Switzerland, Norway, Canada and Australia. If your country appears at checkout, we can ship to you.
How can I track my order?
Once your parcel has been handed to the carrier we send you a tracking number by email wherever tracking is available. You can also see your orders at any time by logging into your account. If the tracking has not updated for several days, contact us and we will chase it for you.
Can I change my delivery address after ordering?
Contact us as soon as you can with your name and order number. If the parcel has not yet been dispatched we can usually correct the address, but once it has left our supplier we are no longer able to change it.
What is your return policy?
Under EU consumer law you have 14 days from receiving your order to withdraw from it without giving a reason, and a further 14 days to send the item back. Items must be unused, unopened and still in their original packaging. For hygiene and safety reasons, opened or used beauty and skincare products cannot be returned. Contact us before sending anything back so we can confirm the process with you.
My order arrived damaged or incorrect. What now?
Please contact us within 48 hours of receiving your parcel and include photos of the item and the packaging. Send them to skinora.2027@gmail.com with your order number and we will arrange a replacement or a refund.
Will everything arrive in one parcel?
Not always. Larger orders and orders that combine several categories can be sent in separate parcels, which may arrive a day or two apart. Each parcel gets its own tracking where available.
Are the devices safe to use at home?
Every device we sell is intended for personal cosmetic use at home, and each one ships with a manual. Please read it before your first session and follow the recommended timings. Our products are not medical devices and are not intended to diagnose or treat any condition, so if you have a skin condition, are pregnant, or are unsure whether a device suits you, speak to a doctor first.
Is it safe to pay on this site?
Yes. The store runs over an encrypted SSL connection and payments are handled by Shopify Payments and other trusted providers. We never see or store your full card details.
