FAQ

Our products

Shipment & returns

My order

Contact us

How can I contact customer service?

Any questions about your order, our products, this site, or Skintifique in general?

You can reach us by email, chat or phone. Please visit our Contact page for more information.

I have a question about your products, who should I contact?

We will be happy to assist you! Click here to contact us by email, chat, or phone.

I sent you an email. When will I get an answer?

Monday through Friday, we usually respond within 24 hours. Our deadlines may vary slightly during periods of high attendance, such as Christmas, when we are busier than usual.

Our products

What is your recommendation for a skin condition I have?

The page "Skincare for different skin types" contains a list of skin conditions. If you click on the skin condition that concerns you, you will find the recommended product.

If you do not see your skin condition listed here, please contact us directly for personalized advice.

Shipment & returns

Where can I get my order delivered?

We deliver to metropolitan USA, Canada, UK, France Belgium, Luxembourg, Switzerland, Germany, Ireland, and many other countries around the world. To find out if Skintifique can deliver our products in your country, do not hesitate to contact us.

Once you have validated your delivery address, you will see the rates and delivery times for the countries in which we deliver.

How do I find my tracking number?

We will email you your tracking number as soon as our warehouse validates and prepares your order. Didn't receive the email? Please contact us.

When will my order be sent?

Orders placed before 10 am will be prepared and shipped on the same day (except weekends and holidays). After 10 am, orders are processed and shipped the following day. They are then picked up by carriers during the day. When your package is picked up, you will receive an email notification with the tracking number. After that, all you need to do is make room at home for your new products.

How do I change the content of my order?

Unfortunately, we cannot add or remove one or more items to your order. If you wish to return one or more products after delivery, please contact us for instructions.

I got the delivery address wrong, what do I do?

Depending on the progress of your order, we may still be able to change your delivery address. If the warehouse has already processed the order, it will no longer be possible to modify it. Do not hesitate to contact us as soon as possible.

I got the e-mail wrong, what do I do?

If your email address is incorrect, please contact us directly to let us know.

I want to cancel my order, is that possible?

If your order has not yet been processed by our warehouse, we can cancel and refund it. In that case, contact us as soon as possible.

If the order has been sent to the warehouse, we will unfortunately no longer be able to cancel it. In this case, if you do not want to keep your items, you can return your products to us by contacting us directly.

I have a problem with the tracking of my order, who should I contact?

We’re really sorry! Sometimes the tracking number takes a little time to update. If the situation does not change or if your package is lost, contact us and we will help you as soon as possible.

My order

Has my order been processed?

You will receive an email confirmation with your order number once your order is confirmed. If you have a Skintifique customer account, you can view your order under "Order history and details".

I have not received a confirmation email, what should I do?

Check first whether the payment method used has been charged. Your order may not be validated if the payment was not completed.

We advise you to check your spam folder if you have been charged. Our email may have been hidden there. If you still have not received an email, it may be that your email address is incorrect: in this case, contact us so that we can check.

When will my order be sent?

Has my order been shipped?

When your order is shipped, you will receive an email notification with the tracking number. After that, all you have to do is make room at home for your new products.

Secured payment

What payment methods do you accept?

We accept payments:

by credit card (Visa, MasterCard and American Express)
by Paypal

Is the payment secure?

Yes, of course. Payments by credit card on the website are made via the secure payment system Stripe.com or Paypal.

Where is my payment data kept?

Skintifique does not store any personal payment information. These details are kept by our secure partners PayPal and Stripe.

When will my card be charged?

Your card will be charged as soon as your order is accepted.

What can I do if my payment has been refused?

Here are some details to check if your payment was ever refused:

Make sure your payment details match what you entered.
Is your card expired?
Maybe your bank refused the payment because of a payment ceiling. The best method to understand the reasons is to contact them.

In case your situation does not correspond to any of these points, contact us directly. We are happy to assist you.

I have a promo code, how can I use it?

Input your promo code in the "Promo code" section of your shopping cart page on your computer or phone. Then tap "Enter" to validate your promotional code and get your offer/credit.

Can I use multiple coupon codes when placing an order?

Our offers are not cumulative. For this reason, the promo code field can only be filled by one code when validating your cart. You can choose the most interesting offer for you if you have come across two valid coupons.

I validated my order but forgot to enter my promo code

Once the order has been validated, we are no longer able to take a promo code into account.

My account

How do I create a Skintifique account?

You can create an account on the "Create an account" page. Simply fill out the fields and click "Save."

How do I access my account when I have lost my password?

During your login, you can click on "Forgot your password". Follow the instructions and you will receive a temporary link to reset your password.

I can’t find my order in my account, where can I see it?

Following the OVH server fire in March 2020, which had a huge impact on our website, we are working to restore your previous order history.

Orders placed after March 2020 can be found on the Order History page of your account.

How can I subscribe to the newsletter?

You can subscribe to our newsletter from any page of our website at the bottom left.

You can also subscribe by clicking here.

How do I unsubscribe from the newsletter?

If you no longer wish to receive our Newsletter, simply click on the "Unsubscribe" link in any of our newsletters.

Can I deactivate my Skintifique account?

To deactivate your Skintifique account, contact us directly.

Loyalty program : get rewards (discounts) every time you make a purchase on our shop!

Click HERE for details on the Loyalty program

How to join the Skintifique loyalty program?

It's very easy! After creating an account, you are automatically enrolled in the loyalty program.

While you wait for your first purchase, sign up for our newsletter for expert information, personalized advice, and exclusive offers.

How does the Skintifique loyalty program work?

With each purchase made on the www.skintifique.me website, you receive 10% of the amount of your order, which you can then use for your next purchase.

Where can I find my loyalty rewards balance?

Once logged in, you can find the total amount of your rewards in the "My Rewards" section of your account.

How do I use my loyalty rewards?

In the "My Rewards" section of your account, you can convert your rewards into discount vouchers.

Once transformed, you will find all your vouchers under your customer account's "Your vouchers" section.

These vouchers can be used in the "Promo code" section of your cart.

How long are my rewards valid?

A reward is valid for a year after it is validated. In the "My Rewards" section of your customer account, you can convert your rewards into a discount voucher.

Referral program : offer a gift to your friends, and get a gift yourself !

Click HERE for details on the Referral program

How do I sponsor my friends?

You can share your link or referral code or invite your friends via email from this page to sponsor your friends.

Via the sponsorship link:

All future referred friends need to do is register using this link (accessible from your account's Referrals page).

Via the sponsor code:

Sponsor Codes are personal codes. They can be found on the Sponsor page of your account. Just share this code with your future referred friends. They must indicate this (or your email address) in the "Code or E-mail address of your sponsor" field when creating their customer account.

Via the form:

The referral form can also be found on your account's Referral page. They will then receive an invitation email that includes a link that they must click to create an account.

You need to have made at least 1 order on Skintifique webshop to be able to refer a friend and benefit from this program.

How to Use Referral Rewards

A 30% off promo code will be emailed to your friend once their account is created.

You will receive a $15 promo code 15 days after the first order from your referred friend. If you have not received a code in your mailbox after following all these instructions, be sure to check your spam folder.

How long are Referral rewards valid?

Rewards are valid for one year from the date of validation.

What are the terms and conditions of use for the sponsorship program

You will find the terms and conditions of use of the sponsorship program.

Can I sponsor more than one person?

Yes of course, you can sponsor as many people as you like.

Can I receive the reward in cash?

Sponsorship rewards are only available as a voucher.

If you are an affiliate or influencer, please do not hesitate to contact us directly to discuss it with us.

Do we need to include a question in our FAQ?

Send it to us and we'll take care of the rest!