Shopping Cart
Questions – FAQ
CUSTOMER ACCOUNT / LOGIN
Can I place an order as a guest?
Yes, guest orders are possible.
I want to delete my customer account
Please send us an email at service@skintools.ch to delete your account and all associated customer data.
How can I create a customer account?
Click on "No account yet? Create a customer account".
I can't log in
Each email address can only be registered once. If you see the message "This email address is already in use...", choose "No account yet? Create a customer account".
I forgot my password
Click on "Forgot password". You can enter your email address and will immediately receive a link by email to reset your password. If you haven't received an email, please check your spam folder.
ORDER CHANGES / CANCELLATION
How can I cancel my order?
If you haven't received a shipping confirmation yet, cancellation should still be possible.
Please send us an email at service@skintools.ch or call us at041 784 17 55.
If you have already received a shipping confirmation email, the package is on its way and can no longer be cancelled.
I ordered the wrong item, what should I do?
If you haven't received a shipping confirmation yet, it should still be possible to change your order.
Please send us an email at service@skintools.ch or call us at 041 784 17 55.
If you have already received a shipping confirmation email, the package is on its way and can no longer be changed.
I entered the wrong delivery or billing address, what should I do?
If you haven't received a shipping confirmation yet, address changes should still be possible.
Please send us an email at service@skintools.ch or call us at 041 784 17 55.
If you have already received a shipping confirmation email, the package is on its way and the address can no longer be updated.
SHIPPING
What are the shipping costs?
Under CHF 350 order value: CHF 7.90
From CHF 350 order value: free shipping
How long does shipping take?
Your order is usually shipped within 1–2 working days via DPD Home. Delivery time is typically 1 working day. Some items may have longer shipping times, which are indicated on the product page.
I haven’t received an order or shipping confirmation. Has my order been sent?
Please check your spam folder. If you haven't received an email, check the order status in your account under “Order History and Status”.
Do you offer international shipping?
No, we only ship within Switzerland and Liechtenstein.
Do you deliver on Saturdays?
In urgent cases, we also offer Saturday delivery. Please send us an email by Friday 2:30 p.m. to service@skintools.ch.
Saturday delivery surcharge: CHF 6.00
Is the delivery made with signature required?
By default, we ship using DPD Home. We also offer the DPD Comfort option (delivery against signature).
DPD Comfort surcharge: CHF 2.00
Where can I find the tracking number?
You will receive the tracking number in the shipping email once your package has been sent.
PICKUP
Is pickup possible?
Yes, pickup is available during our regular opening hours.
Our opening hours are:
Monday, Wednesday and Thursday: 9:00 am – 12:00 pm / 1:30 pm – 5:00 pm
Tuesday and Friday: 9:00 am – 12:00 pm
Saturday and Sunday: closed
Can I shop for products on site?
Yes, we offer on-site shopping.
Our opening hours are:
Monday, Wednesday and Thursday: 9:00 am – 12:00 pm / 1:30 pm – 5:00 pm
Tuesday: 9:00 am – 12:00 pm
Friday, Saturday and Sunday: closed
MISSING SHIPMENT
I haven’t received my package – what should I do?
First, please check the status of your shipment. You received the tracking number in the shipping email.
If the package has not been delivered within 2–3 working days, please send us an email at service@skintools.ch with your order number. We’ll initiate an investigation with Swiss Post on your behalf.
If the tracking shows the package has been delivered, check with your neighbors to see if someone may have received it. Unfortunately, delivery boxes sometimes get mixed up, and your package may have ended up with a neighbor.
If the package still cannot be found, please send us an email at service@skintools.ch with your order number. We’ll initiate a trace with Swiss Post. This process can take 5 to 14 days.
The delivered package was stolen – what should I do?
First, a postal investigation will clarify whether the package was delivered to the correct address.
Please send us an email at service@skintools.ch with your order number. We’ll start an inquiry with Swiss Post. This can take 5 to 14 days.
If Swiss Post confirms correct delivery, liability transfers to you. You then have the option to report the theft to the police and notify your insurance provider.
SkinTools does not accept liability for stolen packages.
PAYMENT METHODS
Which payment methods are available?
- Invoice
- PayPal
- Visa
- Mastercard
- TWINT
- PostFinance
Why can’t I pay by invoice?
This option is enabled manually by us. We reserve the right to activate invoice payment for order values starting at CHF 5000.–.
I paid with TWINT but didn’t receive a confirmation – what should I do?
If you didn’t return to our shop after the TWINT payment, please send us an email at service@skintools.ch so we can trigger your order manually. A connection issue between TWINT and our shop or an early cancellation may have occurred.
My credit card isn’t accepted – what should I do?
In rare cases, credit card payments may not be accepted on certain older devices, such as Apple tablets. In that case, please select a different payment method.
If no payment method works, send us an email at service@skintools.ch.
BONUS / DISCOUNT CODE
How can I redeem my bonus points?
On the cart page, you can redeem your bonus points by clicking on “Apply bonuses”.
How can I use a discount code?
On the cart page, you can enter your promo code.
Why can’t I redeem my voucher?
Each voucher can only be used once and has a limited validity period.
Can I apply both a discount code and bonus points?
No, only one type of discount can be applied per order.
Can I pay in instalments?
No, we do not offer payment in instalments.
