Questions

CUSTOMER ACCOUNT / REGISTRATION

Can I place a guest order?

Yes, guest orders are possible.

I would like to delete my customer account

Please send us an email to service@skintools.ch to delete your account and all customer data.

How can I open a customer account?

Click on " No account yet? Create customer account ".

I cannot register

Each email address can only be registered once. If the message "This e-mail address is already in use, ..." appears, select " No account yet? Create customer account ".

I have forgotten my password

Click on "Forgot password". You can enter your e-mail address and you will immediately receive an e-mail with a link to reset your password. If you have not received an email, please check your spam folder.

ORDER CHANGES / CANCELLATION

How can I cancel my order?

If you have not yet received a shipping confirmation, it should be possible to cancel your order.

Please send us an email to service@skintools.ch or call us: 041 784 17 55

If you have already received a shipping email, the package is on its way and can no longer be canceled.

I have ordered the wrong item, what should I do?

If you have not yet received a shipping confirmation, it should be possible to change your order.

Please send us an email to service@skintools.ch or call us: 041 784 17 55

If you have already received a shipping email, the package is on its way and can no longer be changed.

I have entered an incorrect delivery/billing address, what should I do?

If you have not yet received a shipping confirmation, it should be possible to change the address.

Please send us an email to service@skintools.ch or give us a call: 041 784 17 55

If you have already received a shipping email, the parcel is on its way and the address can no longer be changed.

SHIPPING

What are the shipping costs?

Under 350.- value of goods: CHF 7.90

From 350.- value of goods: free delivery

How long does shipping take?

Your order will be sent within 1-2 working days as standard with PostPac Priority. The delivery time is usually 1 working day. There are longer delivery times for individual products; the delivery time is noted in each case.

I have not received an order and shipping confirmation, has my order been shipped?

Please check your spam folder. If you have not received an email, check the order status in your account under "Order history and status".

Do you offer deliveries abroad?

No, we only ship within Switzerland and Liechtenstein.

Do you also deliver on Saturdays?

In urgent cases, we also offer Saturday delivery. Please send us an email to service@skintools.ch by Friday, 2.30 p.m. at the latest.

Shipping surcharge for Saturday deliveries: CHF 6.00

Is delivery against signature?

By default, we ship with PostPac Priority. We also offer the PostPac Signature shipping option (delivery against signature).

PostPac Signature surcharge: CHF 2.00

Where can I find the tracking number?

You will receive the tracking number for your parcel in the shipping email as soon as the parcel has been sent.

COLLECTIONS

Is collection possible?

Collection is possible during our regular opening hours.

Opening hours:

Monday, Wednesday and Thursday 9:00 - 12:00 / 13:30 - 17:00

Tuesday and Friday 9:00 - 12:00

Saturday and Sunday closed

Can I buy products on site?

Yes, we offer a sales option on site.

Opening hours:

Monday, Wednesday and Thursday 9:00 - 12:00 / 13:30 - 17:00

Tuesday and Friday 9:00 - 12:00

Saturday and Sunday closed

MISSING PARCEL

I have not received my parcel, what should I do?

First of all, please check the status of your shipment. You received the tracking number in the shipping email. If the shipment has not been delivered within 2-3 working days, please send us an email to service@skintools.ch with your order number. We will initiate an investigation with the post office for you.

If the shipment has been delivered according to the delivery history, please ask your neighbors if anyone has seen the package. Unfortunately, it sometimes happens that letter carriers mix up the mailboxes and one of your neighbors has received the parcel by mistake.

If the parcel cannot be found, please send us an email to service@skintools.ch with your order number. We will initiate an investigation at the post office for you. The investigation may take 5-14 days

The delivered parcel was stolen, what should I do?

We will first check with the post office whether the parcel was delivered to the correct address. Please send us an email to service@skintools.ch with your order number. We will initiate an investigation at the post office for you. The investigation may take 5-14 days.

If the post office confirms the correct delivery again, the liability is transferred to the customer. You have the option of filing a complaint with the police and reporting the case to your insurance company.

SkinTools accepts no liability for stolen parcels.

PAYMENT METHODS

Which payment methods are offered?

invoice
PayPal
Visa
Mastecard
TWINT
PostFinance

Why can't I order on account?

The option will be activated by us. We reserve the right to activate the invoice option after a purchase value of

CHF 5000, we reserve the right to activate the invoice option.

I have paid by TWINT but have not received a confirmation, what do I have to do?

If you have not returned to our store after the TWINT debit, please send us an email to service@skintools.ch so that we can trigger your order manually. There may have been a connection error between TWINT and our store or the order may have been canceled too early.

My credit card is not accepted, what should I do?

In rare cases, credit card payments are not accepted on certain older devices such as Apple tablets. In this case, please select another payment method.

If no payment method is accepted, please send us an email to service@skintools.ch.

BONUS / VOUCHER CODE

How can I redeem my bonus?

On the shopping cart page you have the option of redeeming your bonus points, click on "Apply bonus".

How can I redeem a voucher code?

You can enter your promo code on the shopping cart page.

Why can't I redeem my voucher?

Each voucher can only be redeemed once and has a limited duration.

Can I deduct a voucher code and bonus points?

No, only 1 deduction is possible.

Can I pay in installments?

No, we do not offer payment in installments.