Frequently asked questions
Below we have compiled the answers to all the questions that are asked particularly frequently. Is your question not included? You can reach us under the menu item CONTACT so that we can help you individually.
PRODUCTS & APPLICATION
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.
All HighDroxy products can be used during pregnancy, except for our RETINAID (FORTE) and the HYDROPEEL ADVANCED. You should not use these products during pregnancy or breastfeeding and switch to possible alternatives from our range - our support will be happy to advise you on this.
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.
Our products or our ingredients are vegan and are not tested on animals.
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.
You can purchase our products online and have them ordered from any German pharmacy by stating the PZN.
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.
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.
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!
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.
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.
Our products do not contain any softeners that ensure that products do not dry out. For this reason, it can happen that a plug sometimes appears at the opening of a pump dispenser, especially with rather irregular or sporadic use. Simply wipe this off with a clean cloth.
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.
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.
MY CUSTOMER ACCOUNT
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.
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.
With our loyalty benefits, you can save automatically. Read here how exactly this works.
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.
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.
You can change your password at any time by logging into your user account and assigning a new password under Account Details.
ORDER & PAYMENT
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.
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 by you, please contact our support via email to firstname.lastname@example.org.
Unfortunately, ordering by telephone is not possible.
Please contact our support immediately - if your order has not yet been handed over to DHL, a correction of the shipping address is still possible. If the order has already been shipped and cannot be delivered, you will bear the costs for the unsuccessful first Hinsendung as well as for the (automatic) return.
In your shopping cart, you will find a field for redeeming your voucher code under the "Proceed to checkout" button.
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
No. Refusal to accept the goods, non-collection of goods from the packing stations or from the DHL branch or non-delivery due to incorrect address information with the consequence of automatic return of the goods to us, will not save you any costs. In this case you have to pay for the costs of the return shipment as well as for the unsuccessful first Hinsendung. If you wish to withdraw from the purchase contract, you must send an effective revocation.
The costs incurred by us for the automatic return of the goods and the postage costs for the unsuccessful Hinsendung will be charged as part of the cancellation, provided that you have sent us an effective revocation. If no cancellation is declared, the purchase contract continues to exist. We will not resend the goods until all costs incurred by us have been paid by you in advance.
Orders received by 12 noon are usually processed and handed over to DHL on the same day (except on Saturday and Sunday). From the time of handover to DHL, shipping takes approx. 2-3 working days and we can no longer influence the delivery time.
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.
You will usually receive your order within 1-3 working days - depending on DHL's workload. First, take a look at your shipping email that you received from us. If you are waiting longer for your order or have not received an email with your shipping status, please contact our support.