FAQ – Frequently Asked Questions
Frequently Asked Questions
📦 Delivery
What are the delivery times?
We process orders within 1 to 3 business days. Delivery then takes 3 to 7 days in France and 5 to 14 days in the EU.
Can I track my order?
Yes, a tracking number is sent to you by email as soon as your package is shipped.
Do you deliver internationally?
We deliver in metropolitan France and in 26 countries of the European Union.
What should I do if my package is lost or damaged?
Contact us immediately at contact@skinovia-paris.com with your order number and photos if the package is damaged. We will find a solution quickly.
Can I change my delivery address after ordering?
Yes, if the order has not yet been shipped. Contact us as soon as possible at contact@skinovia-paris.com.
🔄 Returns & Refunds
Can I return a product?
Yes, you have 30 days after receipt to return an unopened product in perfect condition.
How do I initiate a return?
Contact us at contact@skinovia-paris.com stating your order number and the reason for the return.
How long does it take to get a refund?
The refund is made within 10 business days after receipt of the return.
Are return shipping costs my responsibility?
Yes, except in the case of a defective product or an error on our part, return costs are the responsibility of the customer.
Can I exchange a product for another?
We do not offer direct exchange. Return the product for a refund and place a new order.
💳 Payment
What payment methods do you accept?
We accept credit cards (Visa, Mastercard) and secure payments via Shopify Payments.
Is my banking data secure?
Yes, all transactions are encrypted and secure. We do not store any banking data.
Can I pay in installments?
This option is not available at the moment. We are working to integrate it soon.
My order has been debited but I have not received a confirmation, what should I do?
Check your spam. If you don't find anything, contact us at contact@skinovia-paris.com with the debited amount and the date.
🌿 Products
Are your products certified?
The majority of our products are CPNP (Cosmetic Products Notification Portal) certified, compliant with European regulations.
Are your products tested on animals?
No, we only sell products not tested on animals.
I have sensitive skin, can I use your products?
Most of our products are suitable for sensitive skin. Consult the description of each product to check its compatibility and always perform a patch test on a small area before use.
What is the shelf life of your products?
The shelf life is indicated on each product, generally 3 years. After opening, respect the PAO (Period After Opening) symbol indicated on the packaging.
How should I store my Skinovia products?
Store your products in a cool, dry place away from direct light. Avoid extreme temperatures.
I have a question about a specific product, who should I contact?
Send us an email at contact@skinovia-paris.com, we will reply within 24 hours.