FAQ

We deliver to the Netherlands, Belgium, Luxembourg, Cyprus and the other member states of the European Union listed at checkout. All orders leave our warehouse in the Netherlands. For Switzerland, the United States and other countries outside the EU, please order from our international store, neoderma.com.

Shipping is calculated at checkout before you pay:

• Netherlands, Belgium and Luxembourg: EUR 8.00 standard, free from EUR 75.
• Other EU member states: EUR 7.90 standard, free from EUR 85; express EUR 19.90.
• Cyprus: EUR 12.90 standard, free from EUR 100; express EUR 29.

Standard shipping is tracked post; express shipping is by courier and is always charged.

Orders placed on a business day before 12:00 CET are normally dispatched the same day from our warehouse in the Netherlands; later orders go out the next business day. Indicative delivery after dispatch: Netherlands, Belgium and Luxembourg 3 to 5 business days; other EU member states 3 to 5 business days (express 1 to 2); Cyprus 5 to 8 business days (express 3 to 5). Delivery takes place in any event within 30 days of your order; if a parcel is delayed beyond the indicated time, write to us and we trace it with the carrier.

Every parcel is tracked. You receive a shipping confirmation by email with the carrier’s name and the tracking link as soon as your order leaves our warehouse. You can also open your order from your account page at any time.

No. All prices include VAT, and every destination we deliver to from neoderma.eu is inside the customs and VAT territory of the European Union, so no customs duties, import VAT or handling charges apply. You will not be asked to pay anything on receipt.

Write to us via Contact → with your order number as soon as possible. If the order has not yet been dispatched, we will change the address or cancel it. Once it has left our warehouse, it can no longer be changed; you can return it under your 14-day right of withdrawal.

Check your parcel on arrival. If it shows transport damage, write to us via Contact → within a few days, with photographs if possible, so that we can pursue it with the carrier and send a replacement. Your statutory rights for non-conforming products are unaffected.

As a consumer in the EU you may withdraw from your purchase within 14 days of receiving it, without giving a reason. Products must be unopened and unused, with the seal intact, in their original packaging and together with any complimentary items that came with the order. All NEODERMA skincare products are sealed for hygiene, so once the seal is broken the right of withdrawal lapses, unless the product is defective. Products bought from a retailer, spa or clinic must be returned to that seller.

Register your return within the 14 days in our returns portal at neoderma.eu/apps/return_prime, or write to us via Contact → with your order number and the products. Your return is confirmed by email with a prepaid return label (immediately for the Netherlands, Belgium and Luxembourg; within one business day for Cyprus). Pack the products in their original packaging, attach the label and hand the parcel to the carrier within 14 days. Return shipping is free with our label.

We refund all payments received from you, including the cost of standard delivery, within 14 days of receiving your notice of withdrawal, to the same means of payment, free of charge. We may hold the refund until the products are back with us or you have shown proof of sending them. If you chose express delivery, the additional cost is not refunded, and where only part of an order is returned the delivery costs are not refunded.

Your statutory conformity rights apply and are not limited by the 14-day period; a defect that appears within one year of delivery is presumed to have existed at delivery. Write to us via Contact → with your order number, a description and photographs as soon as you notice the problem. We arrange collection at our cost and deliver a replacement or refund the price. A natural change in colour, texture or scent after opening, within the period-after-opening shown on the pack, is not a defect.

At checkout you can pay by iDEAL | Wero (iDEAL is becoming Wero, the European payment method; you will see the co-branded logo at checkout and your bank app works exactly as before), Bancontact, Visa, Mastercard and American Express, Apple Pay, Google Pay and Shop Pay. Payment is taken when the order is completed and is processed over an encrypted connection; NEODERMA never stores your card details.

All prices on neoderma.eu are in euros, for every destination we deliver to. The amount shown at checkout is the amount charged; there is no currency conversion.

Yes. All prices include VAT at the rate applicable in the country of delivery. Delivery costs are shown separately at checkout before you confirm the order.

Yes. Subscribe to our newsletter from the sign-up form on the site, confirm your subscription in the email we send you, and you receive a code for 10% off your first order. The code is personal and valid for one order.

Yes. The store runs on Shopify, with every page and the checkout served over HTTPS. Payments are handled by Shopify Payments under PCI-DSS, and your personal data is processed as described in our Privacy Policy.

NEODERMA is the world’s first 100% airless skincare brand, since 2017. Every formula is dispensed from airless packaging, so the product never touches air, light or fingers until it reaches your skin. That protects the active ingredients from oxidation and contamination, allows gentler preservation, and means the last dose is as potent as the first.

Air and light degrade the ingredients that do the work in a skincare formula, such as vitamins, peptides and plant extracts. A jar exposes the product every time it is opened; a conventional pump draws air back in. Airless packaging keeps the formula sealed from first use to last, so it stays stable, hygienic and effective for its full period-after-opening.

FUSION-BIOTICS© is NEODERMA’s proprietary technology for cleansing and toning: it cleanses and balances the skin while respecting its natural microbiome. The products built on it are The Cleansing Milk, The Micellar, Skin Balancer Cleansing Gel and Toning-Lotion, Skin Energizing Toning-Lotion and the Eye & Lip Makeup Remover Gel.

Blue Blood is NEODERMA’s oxygenation and youth range, including the Gel Youth Infuser, the Oxyglow Face Serum, the Blue Blood SPF30 sunscreens, and the AirExo-G line (Gel Youth-G, Eye Tech-G and Eye Ultra-G). The collection is designed to boost radiance and support firmer, smoother-looking skin.

NEODERMA does not test on animals, and animal testing of cosmetics is prohibited under the EU law our products comply with. Our vegan products are certified by The Vegan Society; see the Vegan Certified collection for the current list.

NEODERMA formulas are developed in Switzerland and manufactured in the European Union, in Cyprus, in our own laboratory and production facility. Every product complies with Swiss and European cosmetics regulations.

The complete INCI list is printed on each product’s packaging and shown on its product page under Ingredients. If you have a known allergy or sensitivity, check the list before use and apply a small quantity to a discreet area of skin for 24 hours before first use.

Each product shows a period-after-opening symbol (an open jar with a number of months) on its pack. Because airless packaging keeps the formula sealed from air and contamination, NEODERMA products remain stable for their full period-after-opening. Store them at room temperature, away from direct sunlight.

Start from your skin type or skin concern: the Skincare menu lets you browse by skin type (normal, dry, oily, combination, delicate) or by concern, such as dryness and dehydration, fine lines and wrinkles, oil control, dark spots or dull skin. Each product page states which skin types it suits. For a personal recommendation, write to us via Contact → with a short description of your skin and current routine.

Cleanse, tone, treat, moisturise, protect. Morning: cleanser, toning lotion, serum, day cream or gel, SPF30 sunscreen. Evening: cleanser (or micellar water first to remove makeup), toning lotion, serum, night cream. Use a mask once or twice a week after cleansing, and an eye product morning and evening before your moisturiser.

The Delicate Skin and Delicate & Couperose-Prone Skin collections are formulated for reactive skin, and airless packaging allows gentler preservation. As with any skincare, test a small quantity on a discreet area for 24 hours before first use, and discontinue use if irritation occurs. If you have a diagnosed skin condition, are pregnant or breastfeeding, consult your physician or pharmacist before use.

Yes. The Blue Blood Face Sunscreen SPF30 and the tinted versions (Natural and Beige) are lightweight daily sunscreens designed to be worn under or instead of makeup. Apply as the last step of your morning routine and reapply after swimming, perspiring or prolonged sun exposure.

Yes. Several cleansers, toning lotions, masks and Blue Blood products are available in 30 ml airless travel sizes, listed on the product page next to the full size.

Yes. Beauty salons, spas, clinics and skin therapists order from our professionals-only store at pro.neoderma.eu, with professional price lists, cabin sizes and in-cabin treatment protocols. Register there with your business details and we activate your account after verification.

We work with selected distributors and retailers by country. Complete our distributor application with your company details, the market you cover and your current brand portfolio, or write to us via Contact →, and our partnerships team will come back to you.

Yes. Content creators, skin therapists and publishers can join the NEODERMA affiliate programme and earn a commission on sales referred from their links. The terms are set out in our Affiliate Terms and Conditions; apply via Contact →.

NEODERMA in-cabin treatments are performed by partner salons, spas and clinics. The protocols are described under In-Cabin; email us with your city and we will point you to the nearest partner.

No. You can check out as a guest. An account lets you see your orders and tracking, save addresses and speed up future checkouts; it is created from the account icon at the top of the page with just your email address, no password required.

Every NEODERMA email has an unsubscribe link in the footer; one click removes you from the list. Transactional emails about your orders are still sent.

Your data is processed by Neoderma Amsterdam B.V. under the EU General Data Protection Regulation, only for your orders, your account and, with your consent, our communications. The details, including your rights of access and deletion, are in our Privacy Policy. You can manage cookies at any time through the Cookie Preferences link in the footer.

Customer care for products, orders, deliveries and returns: Contact → or by telephone on +31 20 225 1202 on business days, Monday to Friday. We answer emails on business days. Neoderma Amsterdam B.V., Herengracht 280, 1016 BX Amsterdam, the Netherlands.

neoderma.eu is available in English, Dutch and French; use the language selector in the footer. Customer care answers in English, Dutch, French, German and Greek.