FAQ

We deliver to Switzerland and Liechtenstein, to the European countries listed at checkout, to the United States, and to the other international destinations shown when you enter your delivery address. We cannot deliver to post-office boxes unless the checkout accepts one for your country. Customers in the European Union are served by our European store, neoderma.eu, with prices in euros and local shipping rates.

Shipping is calculated at checkout before you pay:

• Switzerland and Liechtenstein: CHF 9.90 standard, free from CHF 100; express CHF 19.90.
• United States, Canada and South Korea: USD 9.95 standard, free from USD 100; express USD 29.
• Other international destinations: USD 9.95 standard, free from USD 100; express USD 29.

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

Standard orders leave our fulfilment centre within one to two business days; express orders placed before 12:00 CET are dispatched the same business day. Estimated delivery after dispatch: Switzerland and Liechtenstein 5 to 8 business days (express 3 to 5); United States, Canada, South Korea and other international destinations 5 to 8 business days (express 3 to 5). These are estimates, not guarantees. If we cannot deliver within 30 days, you may cancel the undelivered items for a full refund.

Every parcel is tracked. You receive a shipping confirmation by email with the tracking link as soon as your order leaves our fulfilment centre. You can also open your order from your account page at any time.

Our prices are set for your market and no duties or import taxes are added at checkout. For destinations outside the European Union, any import VAT, customs duty or carrier handling fee levied in your country on arrival is payable on delivery; these charges are set by your country’s authorities, not by NEODERMA. Deliveries within the European Union carry no duties or import taxes.

Write to us via Contact → with your order number as soon as possible. If the order has not yet been dispatched, we will change or cancel it. Once it has left our fulfilment centre, you can return it under our 30-day return policy.

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 replace the damaged items. Your statutory rights are unaffected.

You may return any product within 30 days of receiving it, no reason needed. Products must be unopened and unused, with all seals intact, in their original packaging and together with any samples or gifts that came with the order. All NEODERMA skincare products are sealed for hygiene, so an opened product cannot be returned unless it is defective. Products bought from a retailer, spa or clinic must be returned to that seller.

Register your return within the 30 days in our returns portal at neoderma.com/apps/return_prime, or write to us via Returns → with your order number and the products. We confirm the return within one business day. Returns from Switzerland, Liechtenstein and the European Union receive a prepaid label and are free. From other countries, send the parcel by tracked post to the address in your confirmation; we refund the standard tracked postage together with the price of the products.

We refund the full amount paid for the returned products, including the standard delivery charge, within 14 days of receiving your return notice, to the payment method used for the order. No fee is charged. If you chose express delivery, the difference between express and standard is not refunded. Customs duties paid on delivery are not refunded by us; you may be able to reclaim them from your customs authority.

Write to us via Returns → with your order number, a description and photographs as soon as you notice the problem. If the defect is confirmed, we cover the return cost and replace the product or refund its price, whichever you prefer. A natural change in colour, texture or scent after opening, within the period-after-opening shown on the pack, is not a defect. Your statutory rights under Swiss law are unaffected.

At checkout you can pay by Visa, Mastercard and American Express, Apple Pay, Google Pay, Shop Pay and PayPal. Customers in Switzerland can also pay with TWINT. Payment is taken when the order is completed and is processed over an encrypted connection; NEODERMA never stores your card details.

Prices are shown in the currency of your market: Swiss francs for Switzerland and Liechtenstein, euros for Europe, and US dollars for the United States and other international destinations. The currency is shown in your basket and at checkout and cannot be changed after the order is completed.

Yes. Prices include value-added tax at the rate applicable in the country of delivery where NEODERMA is required to charge it. Delivery costs are shown separately at checkout before you complete the order.

Yes. Subscribe to our newsletter from the sign-up form on the site and you receive a code for 10% off your first order, sent to your email address. 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 and PayPal 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 or Blue Blood gel, eye product, day cream, SPF30 sunscreen.

Evening: micellar water or Eye & Lip Makeup Remover Gel if you wear makeup, then cleanser, toning lotion, serum, eye product, night cream.

Eye products (Eye Tech-G, Eye Ultra-G, Neo-Defense Eye Cream, Neo-Youth Eye-Neck Cream) go on after your serum and before your moisturiser, morning and evening.

Once or twice a week, in the evening: after cleansing, exfoliate with Face Luster Exfoliating Cream or Deep Cleansing Scrub, rinse, then apply a face mask and leave it for the time stated on the pack. Remove or rinse as directed, then continue with toning lotion, serum, eye product and night cream. Use the Neo-Hydro Revitalizing Eye Mask in place of your eye product on those evenings. Do not exfoliate and use a peel-mask on the same evening.

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. Our travel sizes are called Mighty: the same airless formula in a 30 ml size, listed on the product page next to the full size. Mighty sizes are available for several cleansers, toning lotions, masks, the sunscreens and Blue Blood products.

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. The NEODERMA affiliate programme is run by Neoderma Europe on neoderma.eu. Content creators, skin therapists and publishers earn a commission on sales referred to neoderma.eu from their links. Details, terms and the application are on neoderma.eu, or write to us 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 Switzerland GmbH under Swiss and EU data-protection law, 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 service: Contact → Returns: Returns → We reply within one business day, Monday to Friday. Neoderma Switzerland GmbH, Grabenstrasse 3, 6300 Zug, Switzerland.

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