Frequently asked questions

Below we have compiled the answers to all the questions that are asked particularly frequently. Is your question not included? Here you can find out how to contact us so that we can help you individually.

PRODUCTS & APPLICATION

Are samples or specimens of the products available?

Every skin need is individual, and what sounds fantastic in descriptions, user comments or reviews doesn't necessarily work for your own skin.

That's why we offer test sizes of almost all products in the form of deluxe samples or Bolsitas , which you can use to test the products for liking and compatibility. The Bolsitas are ideal for a first impression - the deluxe samples even last for about a week of use, usually even longer. This way, you can take your time to get an impression of whether the purchase of a full-size product is an option for you.

You will find the test size as a selection option on the respective product page.

Can all HighDroxy products be used during pregnancy?

All HighDroxy products can be used during pregnancy, except for our RETINAID (FORTE) and HYDROPEEL ADVANCED. You should not use these products during pregnancy or breastfeeding and switch to possible alternatives from our range - our support team will be happy to advise you on this.

Have the products been tested on animals?

As a result of the EU Cosmetics Regulation, animal testing on cosmetics and their raw materials has been completely banned in the European Union since 11 March 2013. These are legally binding bans, i.e. all cosmetics manufacturers in the EU must comply with these requirements.

This means in plain language: We have never tested our products or parts of them on animals and would never do so. But we don't advertise it aggressively because this is exactly how it is prescribed for skin care that is manufactured and sold in Germany.

Of course, we also do not commission any tests on animals and do not export to China.

Are HighDroxy products vegan?

Our products or our ingredients are vegan and are not tested on animals.

I would like to change my skincare line. Can I immediately change and use all the HighDroxy products that suit me?

We generally recommend giving your skin time to get used to active ingredients. It is better to change slowly instead of changing all products at once overnight. If possible, you should first use up your existing products (if there is nothing to the contrary). You can combine our products with your own products.

How exactly do I use HighDroxy products?

For the exact use of our products, please refer to the respective instruction leaflet. Tips for use can also be found under the "Application" tab on the respective product detail page.

I feel a tingling sensation on my skin after application. Is this a sign of intolerance?

Especially with dry, possibly reddened skin, it can happen that a high content of certain active ingredients (for example antioxidants) triggers a tingling or slight stinging sensation. If this feeling disappears quickly, you need not worry - this has nothing to do with an intolerance, but is a sign that the ingredients are working.

Which products are best for my skin type?

The first step on the way to beautiful skin is to choose the right products for your complexion. Find out - our skin guide will help you. Do you still have questions? Our skin advice service will be happy to help you!

Why do the products not differentiate between young and mature skin?

Skin needs are independent of age - a young skin can be dry and mature skin can have impurities. For this reason, it is not so much your age that matters when choosing your products, but your skin condition.

What is the shelf life of the products?

Our products have an unopened shelf life of at least 2 years (assuming proper storage) unless an expiry date is printed. The shelf life of our products after opening is indicated by the number in the small jar symbol on the product.

What is the best way to store the products?

It is best to store our products protected from light at room temperature. Storage in the refrigerator is not necessary. If a special type of storage is necessary, you will find the relevant information on the product.

What is the UVA value of the sunscreen products?

Our sun protection oil D-FENCE 50 has a UVA value of 32, our day fluid DAY LIGHT 30 has a UVA value of 12.

Does HighDroxy pay attention to sustainability?

We pay attention to sustainability at very different levels. You can find out more here.

MY CUSTOMER ACCOUNT

Do I have to create a customer account to place an order?

No, you are also welcome to order from us as a guest, this option is offered to you on the way from the shopping cart to the checkout. However, a customer account offers you several advantages, which we will explain to you below. By the way: By creating a customer account you will not receive any advertising emails.

How can I set up my account?

At the top right of our page you will find a small circle with a little man. Click on it, a window opens and you can create your new customer account. All you need is an e-mail address. You can freely assign a user name and password. Finally, you must accept our privacy policy. In future you can log in with your e-mail address or your user name and password. You can find more information about the customer account here.

What advantages does the customer account offer me?

A customer account offers the advantage that you automatically profit from our loyalty benefits: Your purchases are automatically discounted (from the 3rd purchase within 12 months). You can find an explanation of our loyalty benefits here. Another practical advantage is that you do not have to enter your address again and again for subsequent orders.

How do the loyalty benefits work?

With our loyalty benefits, you can save automatically. Read here how exactly this works.

I cannot log in

If your account login does not work, you may have entered an incorrect email address or password. Perhaps a typing error has crept in? As a first step, try to reset your password by clicking on "Forgotten password" in the login window. If this does not work, please contact our support.

I have forgotten my password

That is no problem. You can create a new password yourself at any time by clicking on "Forgotten password" in the login window. Please enter your e-mail address in the field provided. You will then receive a link by e-mail which you can use to create a new password.

I would like to change my password

You can change your password at any time by logging into your user account and assigning a new password under Account Details.

ORDER & PAYMENT

How can I pay for my order?

Our orders are always shipped against advance payment. You can choose from the following payment options: Classic bank transfer, Paypal, credit card and KARNA purchase on account.

Can I still cancel or change my order after I have placed it?

You can cancel or revoke your order by contacting our support. If your order has already been processed and handed over to our shipping service provider DHL or if you have already received it, it is possible to return it within the scope of our return modalities.

Changing your order (e.g. adding or removing products or vouchers) is usually not possible. In case of doubt, please contact our support.

I have received several order confirmations but only placed one order - what can I do?

An order confirmation is automatically sent by our shop system as soon as you click on the "Buy now" button. However, only one successfully paid order will be processed by us. If you are unsure which or how many orders have been paid, please contact our support via email to support@highdroxy.de.

Can I also order by telephone?

We are an online shop, for this reason ordering by phone is unfortunately not possible.

I mistyped the shipping address - what can I do?

Please contact our support promptly - if your order has not yet been handed over to DHL, a correction of the shipping address is still possible.

Where can I enter my voucher code?

In your shopping cart, you will find a field for redeeming your voucher code under the "Proceed to checkout" button.

My voucher code does not work - what can I do?

There can be several reasons why your voucher code does not work, such as a typo or invalid redemption conditions. Our support team will be happy to help you.

SHIPPING & DELIVERY

Can I influence the delivery date of my order?

Orders received by 12 noon are usually processed and handed over to DHL on the same day (except on weekends). From the time of handover to DHL, shipping takes approx. 2-3 working days and we can no longer influence the delivery time.

Where can I see the status of my order?

As soon as your shipment is packed, you will receive an email with a tracking link and your personal tracking number. If you click on it, you can see what delivery status your shipment is currently in.

How much are the shipping costs for my order?

Within Germany we ship free of charge for orders over 50 EURO. You can find all information about our shipping costs here.

Can I also order by telephone?

We are an online shop, for this reason ordering by phone is unfortunately not possible.

I mistyped the shipping address - what can I do?

Please contact our support promptly - if your order has not yet been handed over to DHL, a correction of the shipping address is still possible.

Where can I enter my voucher code?

In your shopping cart, you will find a field for redeeming your voucher code under the "Proceed to checkout" button.

My voucher code does not work - what can I do?

There can be several reasons why your voucher code does not work, such as a typo or invalid redemption conditions. Our support team will be happy to help you.

RETURN & EXCHANGE

How can I return a product or an order?

You can return a product or order to us as part of our satisfaction guarantee, a complaint or a cancellation. If you have a complaint, please contact our support.

I don't like the products, can I return them? What does the satisfaction guarantee mean?

We offer a voluntary 30-day money back guarantee, find out exactly how this works here.

I have received the wrong product

We are sorry about that! Please contact our support team and we will clarify the situation immediately.

I have received a damaged/defective product

We are sorry about that! Contact our support and we will find a quick and uncomplicated solution.