Frequently Asked Questions
The answers to the questions we receive most often, divided between orders and skin advice. If you cannot find what you are looking for, write to us.
Shipping and deliveries
How much does shipping to Italy cost?
Shipping to Italy costs €5 and is free for orders over €50.
When will my order be dispatched?
We hand your order to the carrier within 48 working hours of the order date: GLS for Italy and BRT for Europe. This is the dispatch time; delivery times depend on the carrier and destination. Deliveries take place Monday to Friday, excluding public holidays.
How can I track my order?
You will find the tracking link in your shipping confirmation or shipping update email. If you cannot find the email, check your spam folder or contact us.
How much does international shipping cost?
For destinations covered by our European shipping rate, shipping costs €19.90, or €9.90 on orders of €200 or more. This rate covers Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom.
For other international destinations we serve, including the United States, Canada, Switzerland, Norway and Cyprus: €50, or €35 on orders of €200 or more. Shipping to San Marino costs €5. Shipping availability and the applicable rate are confirmed at checkout based on your destination. Delivery times depend on the carrier and destination.
What happens if I am not at home for the delivery?
The courier will contact you directly with instructions for collection. If you experience delivery problems, contact us.
Do I receive samples with my order?
Yes: we include free samples of the Chrissie line with every order, so you can try formulas you do not yet know before choosing them.
Payments
What payment methods do you accept?
You can pay with major credit and debit cards, PayPal, Shop Pay, Apple Pay, Google Pay and Klarna. The methods available for your order are shown at checkout and may vary by country and currency. Digital wallet availability also depends on the device and browser you use. Klarna payment options and terms are displayed at checkout.
Can I pay on delivery?
Yes, cash on delivery is available for orders from Italy with a surcharge of €5.
Choosing your products
Where do I start if I do not know what my skin needs?
Two paths. You can take the Skin AI Test, which points you in the right direction based on your answers, or start from a ready-made complete routine: these are selections designed to work together, without having to juggle individual products.
How do I navigate the catalogue?
You can browse by product type, by skin need — dehydration, oily and blemish-prone skin, wrinkles, redness — or by active, if you already know what you are looking for: hyaluronic acid, niacinamide, retinol, vitamin C.
Do you have products designed for men's skin?
Yes, there is a selection dedicated to men's skincare: cleansing, hydration and sun protection in an essential routine.
Actives and safe use
Can I use several actives together?
It depends which. Exfoliants and retinoids are the two groups best not layered on the same evening. The simplest way to manage them is to alternate them over several evenings — so-called skin cycling — dedicating different evenings to exfoliants and retinoids, with at least one recovery-only evening.
Why is sun protection needed after exfoliants and retinol?
Because freshly renewed skin is more exposed to the sun's rays. The American Academy of Dermatology guidelines recommend broad-spectrum protection of SPF 30 or higher, reapplied roughly every 2 hours when outdoors. You will find our sun protection in the collection, and an in-depth look at the myths about SPF.
When should retinol and acids be used?
In the evening, introducing them gradually: start with one or two applications a week and increase only if your skin responds well. The next day, sun protection is not optional. You will find the dedicated products in the BHA (salicylic acid) and AHA (glycolic and mandelic) collections.
I have sensitive skin: what can I use?
The Dermosensitive line is formulated for reactive skin. In general, with sensitive skin it is best to avoid aggressive exfoliants and introduce one product at a time, leaving a few days between one new product and the next. In the presence of specific skin conditions, consulting a professional remains the right path.
In what order should products be applied?
The practical rule is from the lightest texture to the richest: cleansing, then serums and fluids, then cream, and in the morning sun protection as the last step. For layered hydration — so-called skin flooding — you can start with a hydrating booster and continue with serum and cream.
How long does it take to see results?
It depends on the active and the goal. Hydration can be felt quickly, while the actives that work on skin texture and firmness require continuity over several weeks. Consistency counts more than the number of products used: it is the principle of skin longevity, which aims to support the skin's collagen and elasticity over time.
The information on this page is provided for educational purposes and does not replace the advice of a professional. To learn more, you will find all our content in Skin Care Tips.
