Frequently asked questions
Can't find your answer here? Write to us at hello@skinormil.com or call +33 1 84 16 56 48 (Monday to Friday, 10:00–17:00 French time). We usually reply within 1 working day.
Orders and delivery
When will my order ship?
Orders are prepared and handed to Chronopost within 48 working hours (Monday to Friday, excluding French public holidays). You receive an email with a tracking link as soon as your parcel leaves our warehouse.
Is delivery free?
Delivery to a pickup point is free from €40 in France, €45 in Belgium, Germany, Luxembourg, the Netherlands, Austria, Italy, Spain and Portugal, €60 in Czechia, Hungary, Poland, Denmark, Sweden, Ireland, Lithuania, Slovenia and Slovakia, €70 in Finland, Estonia, Latvia and Croatia, and €80 in Switzerland. Home and express delivery are always paid. The exact price of each option is shown at checkout before you pay. See our shipping policy for details.
Do you deliver to Ukraine?
This website does not deliver to Ukraine. Customers in Ukraine can order from our Ukrainian store, skinormil.ua, which ships locally.
Will I pay customs duties?
Within the European Union, prices include VAT and there are no customs fees. Outside the EU (for example the United Kingdom, Switzerland, the United States or Canada), the destination country may charge import duties and local taxes, payable by the recipient.
Which payment methods do you accept?
Credit and debit cards, Apple Pay, Google Pay, PayPal and the other methods shown at checkout. Payments are processed by secure providers; we never see your full card details.
Offers and samples
Do I get free samples?
Yes. You can choose free samples in your cart before you go to checkout.
How do the routine and Mix & Match discounts work?
Our ready-made routines save you up to 15%. With Mix & Match, you get 5% off when you buy 2 products, 10% off for 3 and 15% off for 4 or more. Discounts do not stack: the best eligible offer is applied automatically.
Is there a welcome offer?
Sign up to our newsletter and get 10% off your first order on individual products. Your code arrives by email once you confirm your subscription.
Do you have a loyalty programme?
Yes, Skinormil Rewards. With a customer account you earn points (for example 1 point per euro spent, or for referring a friend) and redeem them for discounts.
Products
How do I choose the right products?
Take our short Find my routine quiz, or write to us and our team will advise you.
Where are your products made?
Our products are developed with doctors, dermatologically tested and made in GMP-certified factories in France.
Can your products replace medical advice?
No. Our products are cosmetics. If you have a skin, scalp or intimate health condition, or if you notice a reaction, stop using the product and consult a doctor, dermatologist or pharmacist.
Returns
Can I return a product?
Yes, within 14 days of delivery, for unopened products with their seal intact. For hygiene reasons, opened products cannot be returned unless they are defective or we sent the wrong item. Email us with your order number to start a return. See our refund policy.
My parcel arrived damaged or incomplete. What should I do?
Contact us within 3 days of delivery at hello@skinormil.com with your order number and a photo. We will replace the product or refund you in full.