FAQ / Customer Service

Our Customer Service can be reached either:

• by email: support@skineance.com
• by phone: +32 2 240 73 76

Opening time:

• Monday to Thursday from 09:00 a.m to 05:00 p.m
• Friday from 09:00 a.m to 04:00 p.m

Skineance orders are placed online only.

The order form is available through the "My Cart" or "Checkout" tabs.

If you would like assistance, the Skineance Customer Service team is at your disposal. An operator will guide you through completing your online purchase.

No, it is not possible to place an order by phone. Orders are made online only.

The phone number available is for the Skineance Customer Service (+32 2 240 73 76). Our team will be happy to assist you in placing your order online.

Skineance provides home delivery and pickup point options in the following countries: France, Belgium, Luxembourg, and Spain.

To see the destinations served by Skineance, visit the Shipping, Exchanges & Returns page.

The Skineance delivery time is between 3 and 7 business days.

This period may be exceeded for reasons beyond Skineance’s control (public holidays, postal strikes, etc.). Such situations cannot result in the cancellation of your order or any compensation, except in cases of force majeure.

To ensure successful delivery, please provide all the necessary details for your address. Be as clear and precise as possible when placing your order. Your phone number and email address are required by postal services to contact you in case of any delivery issue. That is why we request them.

Skineance offers several payment methods: Visa, MasterCard, Maestro cards, Bancontact, PayPal, and bank transfer.

No, we do not accept bank checks.

Once you are redirected to the Ogone platform, a fully secure payment system, you are no longer on our website. For security reasons, we have no control over this platform.

The best advice is to contact your bank and explain that you are receiving the validation SMS too late, to see if they can offer an alternative solution.

From our side, once you are redirected to Ogone, the order is recorded and cannot be modified. The best solution is to send us an email so that we can cancel your order, allowing you to place a new one.

You’ve received a discount code and want to use it? It’s very simple: go to your cart and enter your code in the designated field.

During your last visit, you added products to your cart but, for some reason, decided to complete your purchase later. When you returned to www.skineance.com to finalize your order, your cart was empty.

In 99% of cases, this happens simply because the customer forgot to log into their Skineance account. Make sure you are logged in before adding your products back to the cart.

To remove products from your cart, it’s very simple! Go to your cart and delete unwanted items by clicking on the small trash to the right of the product.

If you have several of the same item and want fewer, click on the down arrow next to the quantity. Your cart will update automatically.

Shipping costs are provided by La Poste. Skineance applies them without any profit margin.

Shipping is free for orders over €75 for standard deliveries in France and the Benelux countries.

Below this amount, the shipping fees are as follows:

• France: €7.50 — Delivered by Colissimo. If you are not home at the time of delivery, a notice will be left indicating where and when you can collect your parcel at the post office. You have 15 days to collect it before it is returned to the sender.
• Belgium: €5 — Delivered by Taxipost. Someone must be present for delivery. If no one is available, Bpost will leave a notice so you can collect your order at your local post office.

For other countries, shipping fees depend on the destination:

• Luxembourg, Netherlands, Germany: €13
• United Kingdom, Ireland, Switzerland, Italy, Spain, Portugal: €16
• Austria, Canada, USA, Mauritius, French Overseas Territories: €30

For any other destination, please contact our Customer Service.

We currently do not send automatic tracking emails. If you wish to track your parcel online, please send your request by email to support@skineance.com. We will send you your tracking number by return email.

Skineance deliveries are made within 3 to 7 business days. If you do not receive your parcel within this time frame, please contact our Customer Service as soon as possible at support@skineance.com. Our team will be happy to help resolve the issue with you.

Parcels not collected by customers are held at the nearest postal center for up to 10 days. After this period, the parcel will automatically be returned to our warehouse and can only be resent once received, which may significantly extend the delivery time.

Skineance ensures delivery of your parcel within 3 to 7 business days. If you haven’t received your parcel after this period, please contact the Skineance Customer Service. Our team will find a solution to the issue.

Parcels that are not received are kept at the nearest postal center for up to 10 days. You can collect your parcel at any time during this period. After that, the parcel will automatically be returned to our warehouse and can only be resent once it has been received, which may extend the delivery time.

If the product(s) you ordered from Skineance do not meet your expectations, you can return your order to the following address:

BODDEN
Return Skineance
Rusatiralaan 1-3
1083 Ganshoren
Belgium

Returned products must include a copy of the invoice and a note specifying whether you would like an exchange or a refund.

Return shipping costs are the customer’s responsibility, except in the case of a manufacturing defect, in which case Skineance will reimburse the return shipping fees.

Our products are primarily designed to address women’s skincare needs and concerns.

However, many of these concerns also apply to men. That’s why our products can also be used by men.

Our products are not available in physical stores.

They are available on our official website www.skineance.com as well as on www.amazon.fr and www.cdiscount.com.

Your opinion truly matters to us. The very essence of Skineance lies in your satisfaction. We are constantly seeking solutions to meet the needs and concerns of our customers.

Your satisfaction is our priority. Whether you are happy or unhappy with a product, we value your feedback—as long as it is shared with respect.

Convinced by our products and want to become a Skineance brand ambassador? Please email our coach Sandra at sandramenetcoach@yahoo.fr.

Specify whether you wish to join as a slimming or cosmetics ambassador and include: first name, last name, city/region, age, height, weight, and phone number. Please attach a photo.

You will be contacted by phone as soon as possible.