Unfortunately, it is not possible to make changes to an order that has already been completed. If you would like to order additional products, you can simply place a new order or contact our customer service.

If your order has not yet entered the shipping process, we may be able to cancel it.

You will automatically receive your order confirmation by email within 24 hours.

Please also check your spam folder. If the confirmation does not arrive within this timeframe, our customer service will be happy to assist you.

After logging into our online shop, you can access your order overview at any time in your customer account. There, you can see all current and completed orders as well as their processing status.

Unfortunately, we do not offer a back-in-stock notification service, but as soon as a sold-out product becomes available again, you will be informed via our newsletter.

We offer the following payment methods:

• Credit Card
• PayPal
• Klarna
• Riverty
• Bank Transfer (Prepayment)

Please transfer the invoice amount, including the reference number, within 7 working days to the following bank account:

PHC Skincare GmbH

IBAN: DE58 3007 0010 0132 3237 01

BIC: DEUTDEDDXXX

Your order will be processed as soon as the payment has been received.

Unfortunately, it is not possible to change the payment method afterward.

Your order is usually delivered within 2–3 working days. As soon as your package is on its way, we will notify you by email.

We ship all orders as DHL parcels.

Once your package has been handed over to DHL, you will automatically receive an email with your tracking number. You can use it to easily track your delivery online. If you do not receive the email, our customer service will be happy to help.

As soon as your package arrives back at our warehouse, we can arrange a reshipment. Please contact our customer service and provide your full address.

Here’s how the return works:

Please note that we do not cover return shipping costs.

We accept unopened products. Unopened means the safety seal on the packaging must still be intact. Please include your order number (starting with P) and the reason for your return so we can process it faster.

Returns must be sent back to our warehouse at your own cost:

phc skincare GmbH
c/o Wehner Logistics GmbH
Winkelsweg 179
40764 Langenfeld

Information on the right of withdrawal:

Consumers have a fourteen-day right of withdrawal.

Right of Withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day you or a third party named by you, who is not the carrier, took possession of the last item.

We are very sorry that your order arrived damaged.

If the package itself is damaged:
Please file a damage report at a DHL branch within 7 days of receiving the goods. Then contact us so we can find a solution together.

If only the products are damaged (package undamaged):
Please send our customer service your order number and photos of the damaged products so we can process your request as quickly as possible.

We are very sorry that your order arrived incomplete.
Please contact our customer service and send us your order number, a photo of the products you received, and a photo of the shipping label.

This helps us process your request as quickly as possible. Thank you for your cooperation!

Please contact our customer service for any product complaints.

To process your case quickly, please send us your order number, a photo of the cream’s consistency, and a photo of the batch number. You can find the batch number printed on the bottom of the jar. Thank you for your cooperation - we will take care of your request as soon as possible.

To create your personal profile, you only need your email address. After registering, we will send you a welcome email. In your profile, you can review, change, or update your details at any time.

You will receive a login code by email. Once you enter this code, you will be logged in automatically.

Click on “Forgot password” on the login page and enter the email address associated with your account. We will immediately send you an email with a link to set a new password. After that, you can log in again as usual.

If you can’t find the email, please also check your spam folder.

To permanently delete your customer account, please contact our customer service by email. Please include the email address of your account so we can process your request quickly.

If you want to redeem a product reward, you must have at least one product already in your cart. Then follow these steps:

1. Go to “Redeem Stars for Products” in your customer account.

2. Click “Redeem Now”.

3. When prompted, click “YES”.

4. The product will automatically be added to your cart.

5. Click on “Go to Cart” to view your free product reward.

If you want to redeem your Stars for a voucher, click “Redeem”, copy the code, and enter it during checkout. You will also find your code at the top of your "Rewards History".

Please note that all collected Stars and rewards are time-limited. Unused Stars and rewards automatically expire after 12 months. Your status will also expire if you have not reached the required amount within the last 12 months.

Our products are suitable for all age groups. What matters most is not your age, but your individual skin type and personal needs for example, whether you want to focus on wrinkle reduction, hydration, or other skincare benefits.

To find the products best suited to your skin, we recommend using our skin analysis on the homepage. It helps you understand your skin better and select the optimal products.

Always start with the most lightweight, liquid texture and finish with the richest product. The ideal order is: Cleanser → Ampoules → Serums → Eye Cream → Face Cream. This ensures all products work effectively and your skin is well cared for.

You should wait about one to two minutes between serum and cream to allow the serum to fully absorb into the skin. This helps the highly concentrated ingredients work optimally before the cream seals in hydration and nourishment.

To experience the full benefits of our products, we recommend consistent use for at least 4 to 6 weeks. During this time, your skin can adapt to the active ingredients, allowing early visible improvements such as more radiance, a more even complexion, and reduced signs of fatigue. For long-lasting results, integrating the products into your daily routine is ideal.

In general, all product lines are compatible, allowing you to customize your skincare routine. This way, you can perfectly tailor your products to your skin’s individual needs.

Our serums are generally well compatible. However, we do not recommend mixing them directly, as this may lead to excessive product layering. Instead, you can alternate between serums — for example, using one daily in rotation, or applying one in the morning and the other in the evening. This allows you to benefit from both serums without overloading your skin.

Pilling can occur when products are applied too quickly one after another. Allow your skin a bit of time to absorb each step so the textures can blend properly and create a smooth, even finish.

Our products have a shelf life of 3 years when unopened. If the shelf life is longer than 30 months, it does not need to be specifically indicated on the product.

After opening, we recommend using the products within 6 months to ensure the best quality and effectiveness.

With daily use, one jar typically lasts about 4 to 6 weeks. The actual duration may vary depending on individual usage and the amount applied each time.