Frequently Asked Questions

How do I know my order was successful and when will I receive it?

After placing your order at www.skin-matter.com you will receive 2 emails from us: one with the order confirmation (that we received it and it is being processed) and another one, shipment confirmation (that it is shipped and on the way to you). If there are any issues with the payment or our stock we will contact you in no time in order to solve the issue.

Depending on where you are based, the delivery of your order might take up to 1-3 working days for Germany and 5-7 working days for Europe. If you are based outside of Europe, the delivery time is strongly dependent on the local logistics partner and might take up to 14 working days. We always ship your order straight away, because we know how excited you will be when you get it. Still, there are some things that are not in our control, so please do understand that the delivery might be sometimes affected due to various circumstances. If your order is not delivered after 2 weeks, please drop us an email and we will “investigate” for you: info@skin-matter.com

Please note that due to the impact of COVID-19 some orders might experience slight delays. We thank you in advance for your understanding.

How do I make changes to an order I’ve already placed?

If you need to change your delivery address or any other details connected with your order, please let us know straight away on orders@skin-matter.com and we will do our best. We always try to ship your orders super quick, so you can enjoy them as soon as possible, therefore please note that if the order was already picked up for the delivery, we will be unfortunately unable to amend it.

What are the delivery options?

In order to avoid CO2 emission as much as we can as a business, we purposely decided to deliver with DHL GO GREEN only. In our section “Delivery | Versand” you will find more detailed information about all delivery options available at the moment. 

What should I do if I never received my order?

All of our orders are trackable, so no need to worry! But if this happens, we will figure it out! Just send us a quick note with the number of your order if you have concerns orders@skin-matter.com and we will take care of the rest.

What should I do if I receive a defective order?


Yikes! We don’t like that either! We do everything we can in order to avoid this and protect your precious products, but if this happens, we have your back! Please make a picture of the damaged product and send it to orders@skin-matter.com. Our customer support will review your request and get back to you as soon as possible. You might need to send the product back for its replacement.

What is your return policy?

We are in love with each and every product we select for you carefully. It is always sad to hear when you decide to send your products back, but we understand that this might happen sometimes. Therefore you have 2 whole weeks (14 days) after receiving the package to send your products back if you changed your mind. Since it is all about personal hygiene, self-care and skincare products, returned items should stay in their original packaging, sealed and not opened, not damaged and not used. Only then we are able to reimburse you and transfer your money back. As a young and up and coming company, we are not able to offer you free returns yet, but we are constantly working on better conditions for you with our partners.

Where are you located?
How are your products made? Where do they come from?

We only work with brands that are made in Europe and that are cruelty free. Majority, of our brands are vegan. Only some of them have honey, because we love its healing properties. Brands we partner with manufacture and produce in Europe, so we can contribute to CO2 reduction and have better transparency in the production chain. All of the brands we cooperate with take particular care for their ingredients and formulations, some of the raw ingredients might come from the whole world, but always sourced sustainably and eco friendly. We partner with brands with green thinking in terms of packaging, constantly challenging and improving this topic in their vision.

How do I make sure I order the right product?

In every product description you will find visuals, product general description, claims, where it was made, packaging information, why we love this product, key ingredients, how to use it and also a full ingredients list. With this information you should picture quite well what the product is about. But if you have any doubts or questions or need advice then please do not think twice and write us a note at info@skin-matter.com or direct message us @thisisskinmatter. We will be happy to help!

How do I contact your company if my question isn’t answered here?


You can send us an email to info@skin-matter.com anytime about anything that you love or anything that bothers you.