FAQ

Orders & shipping

Where do you ship?

We ship to all 27 member states of the European Union. We currently do not ship outside the EU.

How long does delivery take?

Our products are made to order. Your order is usually dispatched within about 2 working days, and delivery then takes approximately 2–5 working days depending on your country. Every parcel is tracked, and you will receive a tracking link by email once it has been shipped.

How much does shipping cost?

Shipping costs depend on your destination and are always shown at checkout before you pay. See our Shipping policy for details.

Will I pay customs duties?

No. We ship only within the EU, so there are no customs duties or import fees.

Can I change or cancel my order?

Because products are made to order, please contact us as soon as possible — ideally within a few hours of ordering. If your order has not yet gone into production, we will be happy to change or cancel it.

Returns & complaints

Can I return a product?

Yes. As a consumer in the EU you may withdraw from your purchase within 14 days of receiving it, without giving a reason. You pay the return postage. Full details and a model withdrawal form are in our Refund policy.

Can I return a cosmetic product I have already opened?

For health and hygiene reasons, sealed cosmetic products cannot be returned once their hygiene seal has been broken after delivery (Article 16(e) of Directive 2011/83/EU). Unopened products with an intact seal can be returned within 14 days. This does not affect your rights if a product is faulty.

My order arrived damaged, faulty or wrong. What should I do?

We are sorry! Please email us within 14 days of delivery with your order number and a photo of the problem. We will send a replacement or give you a refund — at no cost to you. In addition, you have a 2-year legal guarantee for products that are not in conformity with the contract.

Products

Where can I find the ingredients?

The full ingredient list (INCI) is on each product page and on the packaging. If you have allergies or sensitive skin, please read the ingredients carefully and do a patch test before first use.

How do I choose the right shade?

Each shade is shown on the product page with swatch images. Colours can look slightly different on different screens. If you are unsure, send us a message — we are happy to help you choose.

How should I store my products?

Keep products closed, in a cool and dry place away from direct sunlight. The period-after-opening symbol (an open jar with a number of months) on the packaging shows how long a product stays good after opening.

Payment

Which payment methods do you accept?

All available payment methods are shown at checkout. All prices are in euros (EUR).

Still have a question?

Please contact us — we usually reply within 1–2 working days.