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FAQs

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How do I create my Skinewal account? + -

Creating your Skinewal account is quick and easy:

  1. Click on the icon “My account” top right of the site
  2. Select “Create an account”
  3. Enter your e-mail address and choose one secure password
  4. Confirm your registration

Once your account is created, you will be able to:

  • Track your orders
  • Access your purchase history
  • Manage your personal information
  • Receive personalized recommendations and offers

A question or need assistance? Our customer service team is available at support@skinewal.com and will be happy to help you.

I forgot my password, how do I reset it? + -

To reset your password:

  1. Click on “My account”
  2. Select “Forgot your password?”
  3. Enter the email address associated with your account
  4. Follow the instructions received by email to create a new password.

If you do not receive the email, please check your spam folder or contact us at support@skinewal.com.

How do I change my personal information (address, email, phone number)? + -

You can change your personal information at any time:

  1. Log in to your Skinewal account
  2. Go to the “My personal information” section
  3. Update your contact information
  4. Save the changes

Your data is processed confidentially and securely.

Can I manage my delivery addresses from my account? + -

Yes, your Skinewal account allows you to easily manage your delivery addresses:

  • Add a new address
  • Edit an existing address
  • Delete an address

This allows you tosave time on your next orders.

How can I view my order history? + -

To view your past orders:

  1. Log in to your Skinewal account
  2. Go to the section “My orders”

You will find there:

  • Details of each order
  • Their status (in progress, shipped, delivered)
  • Your associated invoices
Which products are available by subscription? + -

Our Skinewal cosmetic treatments are available by subscription. Devices (LED mask, microcurrent pen) are not included.

What is a Skinewal subscription? + -

The Skinewal subscription allows you to automatically receive your essential skincare products at the frequency of your choice, without having to reorder. It's simple, flexible, and designed to fit your routine.

Is there a commitment period? + -

No. The Skinewal subscription is non-binding. You are free to cancel whenever you want.

Can I postpone or ignore a delivery? + -

Yes. Delivery dates are set automatically according to your subscription frequency and cannot be changed manually.

However, you can ignore the next delivery at any time from "Manage my subscription" > "Upcoming orders" > Ignore, and reactivate it if you change your mind.

How will I be notified of my next shipment? + -

Before each shipment, you will receive a notification email informing you that your next Skinewal order is being prepared.

From this email, you can access "Manage your subscription" to skip the next order if you wish.

Once the order has been shipped, a confirmation email with a tracking link will be sent to you.

How are payments made? + -

Payment is automatically debited before each shipment, using the payment method provided during subscription.

Is the LED mask safe? + -

The LED mask included in the Hydra Comfort Pack uses light for aesthetic purposes and features integrated eye protection. When used according to the instructions (session duration, frequency, contraindications), it provides a comfortable treatment experience. It is recommended to keep your eyes closed during the session.

Is the LED mask dangerous for the eyes? + -

No. The LED mask included in the Global Anti-Aging Pack is equipped with integrated eye protection and uses light for aesthetic purposes. It is recommended to keep your eyes closed during the session for greater comfort. If you have an eye condition, consult your ophthalmologist.

Can the LED mask be used after injections? + -

The LED mask can be used in conjunction with injections, but not immediately after the procedure. As a precaution, we recommend waiting 48 to 72 hours (or longer if redness or discomfort occurs) and following your practitioner's recommendations.

Does the Skinpulse hurt? + -

No. As part of this package, the Skinpulse remains a comfortable treatment. You may feel a slight tingling sensation while using the pen, which is normal. You can adjust the intensity if needed.

Why use Sapphire Rain before Skinpulse? + -

Sapphire Rain is a conductive moisturizing gel specifically formulated to complement the use of Skinpulse. It ensures excellent microcurrent conductivity, improves comfort during the session, deeply hydrates the skin, and promotes the penetration of anti-aging active ingredients in your routine.

Does Moon Silk contain perfumes or essential oils? + -

The formula contains a sweet natural fragrance. It is derived from essential oils (citronellol, linalool, geraniol) in low concentrations. It does not contain harsh synthetic fragrance.

Is Velvet Bloom suitable for sensitive skin? + -

Yes, Velvet Bloom has been formulated with gentle, moisturizing ingredients in a texture that respects the skin barrier. However, for very sensitive or reactive skin, a patch test on a small area is recommended before daily application.

Does Velvet Bloom contain collagen? + -

No, Velvet Bloom does not contain added collagen. However, its combination of moisturizing and nourishing active ingredients (including sunflower oil, sodium PCA, and hyaluronic acid) helps to visibly improve skin's suppleness, bounce, and quality.

Can Sapphire Rain be used every day? + -

Yes, Sapphire Rain can be used morning and evening, with or without devices, depending on your skin's needs. It's an ideal daily hydration step.

Is Sapphire Rain sticky? + -

No. Its gel texture is fresh, fluid and light. It absorbs quickly into the skin without leaving a sticky or greasy film.

Is Sapphire Rain photosensitizing? + -

No, Sapphire Rain does not contain any exfoliating or photosensitizing ingredients. It can be used morning and evening, all year round. As always, daily sun protection is still recommended in any anti-aging routine.

Is Soft Ember suitable for sensitive or reactive skin? + -

Yes. Thanks to its formula rich in organic plant oils (jojoba, rosehip, evening primrose, strawberry, raspberry, blueberry), Soft Ember is nourishing, soothing and non-aggressive. It does not contain synthetic retinol derivatives.

Can I use Soft Ember oil in the morning? + -

Yes, Soft Ember contains Bakuchiol, which is considered photosafe, allowing for morning and evening use, unlike retinol. However, applying sunscreen every morning remains essential: it's the number one step to preserving youthful skin, limiting the appearance of dark spots, and optimizing the results of your skincare routine.