Frequently Asked Questions
Account and Password
Discount Codes and Promotions
Orders
Payments
Shipping and Deliveries
Withdrawals and Returns
Newsletter
Influbeauty
Didn't find your answer?
Account and Password
How can I create a customer account?
Just click on the "CUSTOMER AREA" item, then click on "YET DON'T HAVE AN ACCOUNT?" and fill in the requested data in the form.
How can I create an Influbeauty account?
After creating a customer account, you can easily transform it into an Influbeauty account by clicking the “BECOME INFLUBEAUTY” button and filling in the requested data in the form.
How can I access the virtual office?
After transforming your customer account into an influbeauty account and purchasing one of the three starter kits, simply click on the “ACCESS TO THE VIRTUAL OFFICE” item.
How can I modify my account?
Just log in to your account and select the “MY PROFILE” item, then click on “INFORMATION” and modify your data.
How can I recover my account?
Just click on the "CUSTOMER AREA" item, click on "FORGET YOUR PASSWORD?", enter your email and then click the "SEND" button, you will receive a temporary link to reset your password.
Discount codes and promotions
I can't apply the discount code
After adding your products to the cart, just click on the "DO YOU HAVE A DISCOUNT CODE?" item, enter your discount code in the appropriate field and click the "ADD" button
Do discount codes have an expiration date?
Some codes do, others don't. In the first case, it will be communicated when the code is communicated.
There is a 3x2 promo. Do I have to enter a discount code?
During the 3x2 promo, the least expensive product (out of three) will be automatically discounted
Orders
Do I have to create an account to place an order?
Yes. To place your first order, you need to create a customer account.
What is the correct method for filling in my shipping address?
First of all, if the name and surname are those written on the doorbell, there is no problem. Otherwise, for example if you request delivery to the company where you work, you must enter the name of the company in the "company" box.
If the name on the bell does not correspond to yours, you must enter the name and surname written on the bell.
If you still want the shipment to be in your name but another name is written on the bell, you can treat the name of the bell as a company, writing it in the appropriate box.
Please always write the house number in the address box and do not write anything else (for example, Via Roma 1 deliver to stationery shop, this is incorrect, just write "stationery" in the company box and only Via Roma 1 in the address box).
When an incorrect province is entered, the error is not recognized, so please always enter the correct Province
How do I track my shipment?
Once the shipment has been registered in the database of the courier, you will receive an email from us with the tracking number and an email and a text message from the courier. You will also find the link to track the shipment in your account in the "Order history and details" section.
Can I have some advice on which products to buy and how to use them?
Yes, of course, you can request a free consultation from one of our Influbeauty or by contacting us via the WhatsApp button below under "do you want to contact us?".
How can I check the status of my order?
Once you have logged in to your account, simply click on "MY PROFILE" and then select "ORDER HISTORY AND DETAILS".
Can I change my order?
Unfortunately, it is not possible to make changes to a confirmed order.
Can I cancel an order?
Unfortunately It is not possible to cancel a confirmed order.
Will I receive an invoice/receipt in the package?
At theYou will receive a receipt for your package. To receive the invoice you can follow the instructions in the item below "CAN I REQUEST AN INVOICE FOR MY ORDER?".
Can I request an invoice for my order?
Yes, you can receive an invoice for your order by writing your request in the notes and entering your billing information.
Why was my order cancelled?
Generally, an order is cancelled if, after making a purchase and choosing bank transfer as the payment method, the credit of the aforementioned transfer has not been recorded within 3 working days from the date of issue of the order on our account.
Payments
What are the payment methods?
We accept the following payment methods: Cards credit/debitVisa, Mastercard, Maestro Google Pay Apple Pay Paypal Satispay Scalapay Bank transferPlease note that the credit of the bank transfer to our account must be recorded within three working days from the date of the order, otherwise the order will be cancelled
What is Scalapay?
Scalapay is an innovative payment method that allows the customer to purchase in online and In Store stores, receive the products immediately and pay in 3 convenient equal installments with monthly expiry. The service has no additional costs for the customer if the installments are paid by the due date.
I made the bank transfer but the status of my order is "awaiting payment"
In this case we are waiting for the credit to our account.
I made the bank transfer but the status of my order is "cancelled"
In this case we have not received the credit to our account within 3 working days from the order date.
Shipping and deliveries
Shipping costs and times
Orders are processed within 1 - 5 working days from receipt of the same.
Domestic shipping is free for orders with a value of €60.00 and has a cost of €9.00 for orders up to €59.99 (The Republic of San Marino falls within the same rate).
Shipping to countries in the EU zone is free for orders of €100.00 and costs €9.00 for orders up to €99.99. In Switzerland and the UK a fee of €19.00 is applied for orders up to €199.99, after which it is free.
Please note that for non-EU countries, customs charges are paid by the company.
In the case of particularly busy periods in terms of orders (e.g. sales), processing times may be slightly longer.
GLS and GLS Parcel shop
Shipping your order to a Parcel shop cannot be carried out by us, it must be requested by you once you have received the email/sms from GLS.
How do I track my shipment?
Once the shipment has been registered in the GLS courier database, you will receive an email from us with the tracking number and an email and an sms from GLS. You will also find links to track your shipment in your account.
The tracking status is “incorrect address/unknown recipient”
Your address or name is incorrect (e.g. you did not enter the house number). You can change it when you receive the status of storage from the courier.
My package has been returned to sender
If your package has been returned to sender due to an error by the courier and you wish to receive it, we will resend it to you as soon as possible.
Can I change the shipping address?
No, it is not possible to change the address. In case of error you can contact the assistance or your influbeauty reference.
Can I postpone the shipment of my package?
Yes, you can enter the date in the notes during the check-out phase of the order.
Is it possible to receive two orders in a single shipment?
Yes, you can receive two or more orders in the same shipment by indicating it in the note of the last order placed.
Do you ship abroad?
Yes, we ship to all EU countries, Switzerland and the UK
I received a wrong product
You can contact the assistance indicating the specific problem.
I received one or more damaged products
You can contact support indicating the specific problem.
Withdrawals and returns
How can I make a return?
You can consult the refund policy on our website.
Regulations
You can consult the terms and conditions on our site.
Newsletter
I don't receive emails from the Newsletter
You just need to sign up for the Newsletter, to do so you can follow the instructions in the item below "HOW CAN I SUBSCRIBE TO THE NEWSLETTER"?
How can I sign up for the Newsletter?
You just need to enter your email address and click the "SUBSCRIBE" button at the bottom of the site's homepage.
Can I cancel my subscription to the Newsletter?
Yes, of course. At the bottom of the email you receive, you will find the item "IF YOU WANT TO CANCEL YOUR SUBSCRIPTION CLICK HERE".
Influbeauty
Who is an influbeauty?
An Influbeauty is one of our representatives, trained specifically to give you all her support, before, during and after the consultation for the purchase of specific products for you.
How can I become an influbeauty?
Just click on the item "JOIN US", then you can click the "WORK WITH US" button and fill in the data requested in the form. After creating a customer account, you can easily transform it into an Influbeauty account by clicking the “BECOME INFLUBEAUTY” button and filling in the requested data in the form.
Didn't find your answer?
Contact our assistance center (you will receive a response within 2 working days)