Customer service
Where can I contact customer service?
Our team is based in Oslo and is available every weekday from 8am to 4pm through the chatbot at the bottom of the page and through our contact page .
When can I expect to receive an answer to my question?
Our team is working very hard, but we are experiencing a steady increase in the number of customer inquiries right now.
We are experiencing a steady increase in customer inquiries and sales of our products. In the meantime, we will focus on increasing our service offering. Our aim is to respond to all inquiries within 48 hours.
Shipping and delivery
Where is my package?
You can track where your package is by following the link in the delivery confirmation you received from us by email. Please note that there is limited tracking of parcels in the mailbox. We recommend that you use Posten's app to track all shipments to you.
How much does shipping cost?
How much does shipping cost?
With us, you get free shipping for orders over NOK 300, otherwise it costs NOK 45 with a package in the mailbox.
The package to the collection point is free for purchases over NOK 499, otherwise it costs NOK 75.
Home delivery is free for purchases over NOK 1,500, otherwise it costs NOK 99.
Do I have to pay customs duties?
Skintique is a Norwegian online store and all goods are sent from our warehouse in Oslo. You therefore do not have to pay customs duty.
How long is the delivery time?
We send most packages within 24 hours on working days. Delivery time depends on which shipping method you have chosen.
Parcel in the mailbox normally takes 2-5 days
Parcel to collection point normally takes 1-4 days
Home delivery to your door normally takes 1-3 days
We use Posten, Helthjem, Instabox and Porterbuddy.
Add the desired product and go to the checkout, and you will get the nearest delivery date.
The package arrived damaged
Ugh then! The package has probably been damaged during transport. Contact us via the contact form or through the chat in the corner of the page. Please attach a picture. Our packages must of course be delivered undamaged!
Why do you charge for shipping?
We at Skintique want all our customers to be able to order products at the lowest possible price with fast delivery. We now see that the climate impact of sending smaller packages is much greater than we had imagined. For us, sustainable trade is important, and therefore we have decided to charge for shipping for orders under NOK 299. This is part of our responsibility to reduce our climate emissions.
We hope that you, as a customer, will also choose the right shipping option, so that we can keep the carbon emissions with each order as low as possible.
My order
How can I cancel my order?
Get in touch through the chatbot at the bottom of the page or contact us through the contact form here.
I want to add an item to an existing order, can I do that?
Your order may have already been processed. Get in touch with us via chat and we'll see what we can do for you!
I would like to return my order
We will of course help you with that! See more on our page for right of withdrawal and return.
I have entered the wrong delivery address. What am I doing?
Feel free to contact us right away and we will find out how we can solve this. You can reach us via chat in the corner of the website and through the contact form here.
I have received the wrong product
We are sorry! An error has occurred here. Feel free to contact us via the chat in the corner of the page or through our contact form and attach a photo of the product you have received that is incorrect.
My product
I have had an allergic reaction
If you have experienced an allergic reaction to a product, contact us via chat or email, and we will help you further. Feel free to send us information about the product in question, what kind of reaction you have had and send us a photo of the reaction.
There is something wrong with the product I have purchased. What am I doing?
If you experience an error or defect with a product you have purchased from us, contact us via chat or email, and we will help you further. Please send a picture showing the error on the product.
I have a question about whether the products fit together in my skin care routine
Get in touch with us via chat at the bottom of the page, and we'll be happy to help you find the right skin care routine for you!
Where can I find the expiry date on the product?
All our products come directly from the supplier. Our products do not sit in the warehouse for long before they are sent out to the customer. You can therefore do little to ensure that the expiry date on the product is correct. As a rule, you will find the expiry date on the back of the product. Contact us via chat if you have difficulty finding the expiry date.
Where should I store my skincare products?
We recommend storing the skin care products in a cool and dry place without direct sunlight. Particularly sensitive products will be Vitamin C and Retinol/Retinal products. It can often be an advantage to store these products in the fridge.
Are the products sold on this website genuine?
All the products sold in our online store come directly from our suppliers and are genuine. Unfortunately, skin care products are often counterfeited and resold to uninformed people, and the uninformed will not be able to assess whether the product is genuine or not. Therefore, avoid buying used products or on marketplaces as it is impossible to determine whether the product is actually genuine.
How do I carry out a spot test?
A spot test is a practical way to find out if you will have a negative reaction to a new product. It is recommended to carry out a patch test before introducing a new product into the skin care routine. We have highlighted a general method by which a patch test can be carried out based on product type. See our patch test page
The product does not come out of the packaging. Is the product broken?
From time to time, product packaging that has an "air-less" pump can hang up. The purpose of the air-less pump is to minimize air exposure, which increases the product's durability and effect. The bottom of the packaging can experience pressure during transport, which results in it having problems moving when pumping.
Hit the product hard at the bottom a couple of times.
Turn the product upside down while pumping several times. An air pressure is created and the pressure is used to get the bottom plate back in place. It is important that the product is turned over when you press the pump function. Repeat this procedure several times if it does not work.
Contact us on chat or here if this does not fix the problem.
I want to know more about my right of withdrawal
In Norway, you have a 14-day statutory right of withdrawal when buying products online.
It is important to point out that the packaging must not be broken for the right of withdrawal to apply. If the item has been handled recklessly or the packaging is broken, Skintique can demand compensation for the drop in value of the item.
Therefore, only return unused goods with an unbroken seal.
About Skintique
Skintique was started to offer skin care products that are effective, gentle and feel good on the skin, and preferably with clinically proven effects. We follow the latest trends and carry out a careful assessment of the products before we make them available in the online store. Here, the products must pass our requirements for the content of the products, how they feel on the skin, whether the product actually provides a conscious skin benefit and takes into account our sustainability goals.
