WELCOME TO
CUSTOMER SERVICE
Here you will find answers to frequently asked questions about our products, payment, delivery and returns. If you need help, you are always welcome to contact us at info@skinome.se – we are here for you and your skin.
ABOUT SKINOME
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Since the skin microbiome is important to how we develop our formulations and what their composition looks like, we thought it appropriate to make it part of our name. Skinome refers to "skin" and "microbiome".
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We develop all our formulations ourselves, in our own laboratory in Hornstull, Stockholm (Hornsgatan 172). We work directly with the suppliers of our raw materials and the products are manufactured in Sweden.
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We want to have full control over what goes into our products and be able to test them ourselves so we can ensure they are the best possible in every aspect - from where the ingredients come from to how they feel and perform on the skin. We constantly test new ingredients and make hundreds of laboratory batches (so-called batches) every year. This would have been impossible if we didn't have our own lab, it would have been far too expensive and time-consuming.
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Freshly made skincare is about putting your skin's best interests first. Not about what's best for the factory or what lasts on the store shelf.
Why freshly made skincare?
As an alternative to traditional skincare where 1) the effectiveness of the active ingredients decreases if they are left at room temperature for a long time, come into contact with oxygen or are exposed to strong light. 2) Antimicrobial substances such as preservatives and other additives are required to keep the product fresh during the long shelf life (3 years). These substances affect the skin's microbiome and good skin flora, that's why we have developed a fresh alternative to traditional skincare.
Through our cold storage, from production to you as a customer, we ensure that our products deliver results because the effect is preserved in the active ingredients. In our fresh skin care, we primarily exclude anti-microbial substances that we know can disrupt the skin flora, i.e. the skin's microbiome where trillions of microorganisms live. These microorganisms contribute to good skin health.
Freshly made skincare is an option for those who strive for good skin health and are looking for clean, microbiome-friendly and active products.
Our products have a shorter shelf life and we manufacture them in small volumes in Sweden. Immediately after the products are manufactured, they are stored in cold storage before being transported to your home. We are the first in the world to do this, something we are incredibly proud of. This new approach to skincare in terms of manufacturing, storage, warehousing, logistics and sales makes it possible to develop microbiome-friendly and effective skincare.
Our products do not contain any unnecessary additives such as perfumes or dyes and instead of using large amounts of preservatives, they are preserved through our thoroughly developed method with minimal anti-microbial ingredients.
PAYMENT & DELIVERY
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You can pay with Visa, Mastercard, Swish, PayPal, Klarna Pay Now & Klarna Pay Later, Apple Pay.
For subscription orders, payment can only be made with Visa, Mastercard and PayPal.
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Delivery options for one-time purchases:
Sweden:
DHL Drop-off Point – 1-3 business days
Budbee Box – 2-3 working days
Budbee Home Delivery – 2-3 working days
Early Bird - 4-5 days
PostNord MyPack Home Small - 1-3 working days
Your order will be delivered to your mailbox. For packages that do not fit in the mailbox or property box, these will be left at the nearest post office.
Norway:
UPS Home Delivery - 3-5 business days
PostNord Tracked Letter - 3-5 working days
For orders within Norway, there is no import VAT or customs duty.
Germany, Finland, Denmark:
UPS Home Delivery - 2-4 business days
DHL Service Point - 2-4 working days
DHL Home Delivery - 2-4 business days
Other EU countries:
UPS Home Delivery - 2-4 business days
Delivery method for subscription orders:
We always offer free shipping on your subscription orders.
Your subscription orders will be delivered using our default delivery option as below:Sweden:
Budbee Box (2-3 business days)
When placing an order, your nearest parcel box will automatically be selected for delivery. Via the Budbee app or your tracking link via email, you have the option to change to a different parcel box at no extra cost once Budbee has registered your order.
Orders to addresses not covered by Budbee are delivered with PostNord. Do you live far from your nearest parcel box? Contact us at info@skinome.se and we will help you.Norway:
PostNord Tracked Letter (3-5 business days)
For orders within Norway, there is no import VAT or customs duty.
Germany:
DHL Home Delivery (2-4 business days)
Rest of the EU:
UPS Home Delivery (2-4 business days)
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You always have free shipping for subscription orders.
For one-time purchases, we offer free shipping on selected delivery options.
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For Budbee orders, you will receive all information from them via the Budbee app, SMS or email.
For Early Bird, DHL, PostNord or UPS orders, you can use the tracking link sent to you via SMS or email.
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Yes, gift cards can easily be ordered in our webshop. Today we offer gift cards for the following amounts:
SEK 400, 500, 600, 800, 1000 and 1800.
The gift card is valid for one year after the time of purchase and can be used as payment for all our products on skinome.com (not at retailers). If the entire amount of the gift card is not used on one purchase, the gift card can still be used on another purchase within the validity period. You receive your digital gift card via email. When purchasing several gift cards, you will receive them in separate emails.
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Enter the gift card code at checkout in the Gift card or discount code field. The amount will be automatically deducted from your order, and any remaining balance can be used on your next purchase.
You will receive your digital gift card via email. If you purchase multiple gift cards, you will receive them in separate emails.
RETURNS & COMPLAINTS
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When purchasing goods on the site, a 14-day right of withdrawal always applies in accordance with applicable consumer protection legislation. This means that you have the right to cancel your purchase by notifying Skinome within 14 days of you or your representative receiving the ordered goods (the withdrawal period).
When exercising the right of withdrawal, the product must be returned within 14 days from the date you notify Skinome of the exercise of the right of withdrawal. The product must be sent well packaged and in good condition. Returns must be made to Skinome according to the methods and instructions specified by Skinome.
In the event of a right of withdrawal, the products need to be unused and unopened for a return to be valid. For a return to be valid, you must also have received the package or collected it from your agent.
An unclaimed package that is automatically sent back to us is not considered a valid return and we may charge an additional fee for it.
The right of complaint covers goods that are faulty according to current consumer protection legislation. If you discover that the goods are defective when you receive your order, you must register the defective product as soon as possible, but no later than 14 days after you receive your order.
You register your return or complaint here . Fill in your email address, order number and follow the instructions.
If the return/complaint is approved, we will refund the amount for your order within 14 days.
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For returns, the following fees apply:
Sweden: 59 SEK
Norway: 99 NOK
EUR: 9 EUR
For packages not collected, the following fees apply:
Sweden: 149 SEK
Norway: 199 NOK
EU: 19 EUR
If you do not collect your package and it is automatically sent back to us, we will charge an additional fee for the additional handling cost and we may have to dispose of the product. As our skincare is fresh, it is important to collect it quickly if you have ordered it from a postal agent.
If the return/complaint is approved, we will refund the amount for your order within 14 days.
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You register your return or complaint by filling in your email address and order number here . Then follow the instructions to book your return and get access to a return shipping label.
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Is your product defective? Click here to register a complaint. Fill in your order number and email address and then click on the text "Is your product defective? Click here to register a complaint."
The right of complaint covers goods that are faulty according to current consumer protection legislation. If you discover that the goods are defective when you receive your order, you should contact Skinome as soon as possible, but no later than 14 days after you receive your order.
Complaints made within two months of discovering the defect are always considered to have been submitted in a timely manner. You have a 3-year right of complaint on goods purchased on the Site.
PRODUCT QUESTIONS
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No, our cleaning, sunscreen and lip balm do not need to be refrigerated because the active ingredients in these products are not sensitive to room temperature.
Rich Body Cream and Prebiotic Hand Emulsion We recommend that you store it in the refrigerator until you start using it, after which it is fine to store it at room temperature.
We recommend that you always store our concentrates and face creams in the refrigerator.
Many active ingredients are sensitive to heat, which means that their effectiveness will deteriorate at room temperature, they also become less effective over time and eventually stop working as intended.
A conventional solution when developing active skincare is to try to stabilize the active substances by adding additives that are not beneficial and can even be harmful to the skin. When developing skincare products, the ingredients themselves are always kept refrigerated, but then the product itself is at room temperature in warehouses or at the customer's.
Our solution is to also keep the finished product cold and of course the products are stored in refrigerated warehouses before being shipped to you.
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Using airless bottles with a pump, we can ensure that our formulations do not come into contact with air, external particles or fungi and bacteria from the hands. However, it may require a little extra pumping the first time you use them. If you do not receive any product, please try to:
1. Take the product out of the refrigerator and let it stand at room temperature for about 30 minutes.
2. Then shake the bottle well
3. Pump several times
Does it not work? Get in touch with us at info@skinome.se, and we will help you.
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All of our products can be used during pregnancy and breastfeeding except Retinal Concentrate.
Retinal Concentrate contains retinal, a form of vitamin A. Although the amount absorbed by the body when using the product is low, we always want to put skin health and safety first, which is why we recommend waiting with this particular product until after pregnancy and breastfeeding have ended.
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All our products are dermatologically tested on a panel of people with sensitive skin and a history of skin reactions and allergies. This is done in an external laboratory and the purpose is to ensure that the product can also be used by people with sensitive and reactive skin and that the risk of the skin reacting to the product is very low.
Our products are minimalistically formulated and contain a few carefully selected high-quality ingredients and no preservatives, perfumes or other additives that can trigger sensitivity. Some of our products contain more active ingredients, for example retinal is one such ingredient, and if you have sensitive skin, you should test carefully to ensure that your skin tolerates the product.
Do you have any questions about our products? Contact us at info@skinome.se and we will help you.
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Always read the accompanying information and recommended use for the product before using it. The eye area is a sensitive area and it is always good to apply product with care there and avoid the product coming into direct contact with the eyes.
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Our products are not medical treatments, so if you have a medical condition we recommend you see a doctor or dermatologist. Our products may be suitable to use alongside your treatment, but always ask your dermatologist first.
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All our products lasts 12 months from production date in unopened packaging and 6 months after opening.
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Unfortunately not at the moment, but we plan to produce samples in the future. As soon as we find a good solution with sustainable packaging and suitable manufacturing to make samples, we will do so.
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We have not tested combining our products with those of other brands and therefore cannot comment on the effect.
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Yes, our products are developed for everyone, regardless of gender. The choice of products should primarily be based on your skin type. If you have difficulty finding what suits your skin best, you can always write to us at info@skinome.se .
However, men often have more sebum (sebum) in their skin and therefore do not have as many problems with dry skin as women do, but can instead easily get clogged pores. Therefore, our Light Emulsion often suits male skin better.
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We are proud to show when our fresh skincare products were manufactured and their best before dates. In our opinion, we should be asking ourselves - why don't all skincare companies print when their products were manufactured?
Would you drink a milk without knowing when it was made or when it expires?
OUR FORMULATIONS
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We have developed a completely unique and new concept we call fresh skincare. In short, this means that our products always state a production date and best before date and that they do not contain unnecessary additives such as preservatives and other substances that are only in the product to extend its shelf life.
The additives can disrupt all the trillions of microorganisms that are naturally present on the skin and that make up its natural microbiome.
Since the skin microbiome is one of the cornerstones of our skin health, we do not want to use ingredients that can disrupt or deteriorate the skin. Instead, we focus on skin-native and microbiome-friendly ingredients that both strengthen the skin and its microbiome.
Our products also contain active ingredients with scientifically proven effects. These active ingredients are kept stable, i.e. they maintain their effectiveness, through our unique concept where we manufacture the products in small volumes (so-called batches) and handle them in our refrigerated logistics system.
We also ask our customers to store some of our products (concentrate and face cream) in the refrigerator for best results.
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Our skin, just like our gut, is home to billions of microorganisms and good bacteria. This is called your microbiome. In fact, the intestinal flora is responsible for 70% of our immune system. The same applies to the skin's microbiome, which also plays a crucial role in our skin's immune system, controlling skin health and in turn our skin's well-being.
We avoid traditional preservatives and unnecessary ingredients that can disturb these good bacteria and negatively affect the healthy skin flora. Instead, we use ingredients that benefit our good bacteria and preserve the skin's microbiome, i.e. the good skin flora.
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All our products are dermatologically tested on a panel of people with sensitive skin and a history of skin reactions and allergies. This is done in an external laboratory and the purpose is to ensure that the product can also be used by people with sensitive and reactive skin and that the risk of the skin reacting to the product is very low.
Our products are minimalistically formulated and contain a few carefully selected high-quality ingredients and no preservatives, perfumes or other additives that can trigger sensitivity. Some of our products contain more active ingredients, for example retinal is one such ingredient, and if you have sensitive skin, you should test carefully to ensure that your skin tolerates the product.
Do you have any questions about our products? Contact us at info@skinome.se and we will help you.
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The whole idea behind Skinome Research is that we put skin health first. Our products should first and foremost work for healthy skin.
For this reason, we avoid additives and traditional preservatives that are normally used in products to ensure a long shelf life. We honestly believe that it is better to compromise on the shelf life and storage of the product than to compromise on what is best for the skin.
We think it's crazy that most skincare products today have a shelf life of 30 months (2.5 years!) and that there is no need for temperature control during storage. When you think about it, it's easy to understand the amount of preservatives needed to achieve this, especially if it's a jar of cream that you dip your fingers into every day.
Our skincare is made in small batches, is fresh and we do not use preservatives that can disrupt your good skin flora, your so-called skin microbiome. After manufacturing, we store our products refrigerated and we also ask you as the user to keep it refrigerated.
Immediately after manufacturing, our products are placed in a cold room with a temperature below 8 degrees Celsius. If our skin creams are stored cold/refrigerated, they have a shelf life of 12 months unopened. However, this does not apply to our cleaning products, which can all be stored at room temperature and maintain the same shelf life.
All of our products except Five Point Cleanser last 12 months from the date of production in unopened packaging and 6 months after opening.
Five Point Cleanser lasts 18 months from the date of production in unopened packaging and 12 months after opening.
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We are the first skincare company to have a cold supply chain, which means our logistics partner always keeps our products refrigerated. This means that as soon as our products are manufactured, they are placed in a cold storage. When you place an order, the product is shipped directly from our refrigerated warehouse to your home.
However, our products can withstand shorter periods at higher temperatures than the recommended refrigerated storage: 2 weeks for concentrates and 3 weeks for face creams.
However, that does not mean we recommend this.
The active ingredients work best and maintain their effectiveness if the products are stored cold, but the time they are kept at room temperature during transport or when you are traveling, for example, does not affect
the effect of our products.Our cleansers and sunscreens are best stored at room temperature.
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We have spent 7 years researching and finding the best options to keep our products safe and stable, while not affecting the microbiome in a negative way but helping it to be in balance.
We do not use "traditional" preservatives. By producing smaller batches, so-called batches, having a shorter shelf life and using packaging with airless pumps, we can avoid using these traditional preservatives. Some of the ingredients we use have natural antimicrobial function which means they prevent the growth of bad bacteria while also having properties that are beneficial to the skin. We are also the first skin care company to have a cold supply chain, which means that our logistics partner always keeps our products chilled. This means that as soon as our products are manufactured, they are placed cold. When you place an order, the product is sent directly from our refrigerated warehouse to your home.
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All of our ingredients are carefully selected to be of great benefit to our skin and many of our ingredients are also found naturally in the skin. We truly believe that what is most natural for your skin is what it produces itself.
Some of the ingredients have a natural origin and others are synthetically made to mimic the skin's own composition. Some ingredients are synthetically or biotechnologically manufactured, others are produced from natural sources such as plants and oils.
From a sustainability and efficiency perspective, it is often better to use a synthetically produced ingredient because we can then avoid consuming agricultural or animal products to manufacture the ingredient. Read more about each ingredient and its origin in our ingredient list here .
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Yes, they are all fragrance free. Our products do not contain perfume or ingredients such as essential oils. Such ingredients often contain allergens, which you will never find in our products.
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We do not use palm oil as an individual ingredient in any products, but it is used in the manufacturing of some of the ingredients we use.
In these cases, we aim for the raw material to be RSPO (Roundtable on Sustainable Palm Oil) certified and meet the COSMOS standard, which states that the ingredient must be either organic or certified sustainable (CSPO). As a minimum, we aim to use what is called the RSPO Mass Balance (mass balance supply chain model).
As awareness and criticism of the harmful environmental effects of palm oil increased, the RSPO label was developed. For this certification, there are a few different logistics labels, in English their names are as follows:
- Identity Preserved
- Segregated
- Mass Balance
- RSPO Credits / Book & Claim
The ingredients we use that contain palm oil typically come from RSPO Mass Balance, which is a blend of sustainable palm oil from certified sources and palm oil from conventional sources.
We are not completely satisfied with this and our goal is to only use certified palm oil or completely exclude the use of this oil, however, we are not there yet and are looking at solutions going forward.
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Yes, our products are formulated with probiotics, prebiotics and postbiotics.
Probiotic Concentrate
Contains the probiotic Lactobacillus reuteri ( 160 billion bacteria/product).Rich Emulsion
Contains a postbiotic lysate from Lactobacillus Pentosus.Retinal Concentrate & Prebiotic Hand Emulsion contains prebiotics.
Light Emulsion contains postbiotics, fermented rice, and arginine that mimic and protect the skin barrier.Read more about our ingredients in our ingredient list .
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The pH value is different for our formulations but is between a range of 5-6.
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Our products are not medical treatments, so if you have a medical condition we recommend you see a doctor or dermatologist. Our products may be suitable to use alongside your treatment, but always ask your dermatologist first.
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Our products are not tested on animals and we do not sell our products in any country that requires animal testing. Fortunately, in Europe the regulation has changed and from 2013 no animal testing is allowed.
All of our products, except Intense Emulsion , Rich Emulsion , Light Emulsion, Glycerin Foam Cleanser, Prebiotic Hand Emulsion and Rich Body Cream, are vegan. They contain Lactobionic Acid, which is made from lactose in milk.
Ingredients
About Skinome
sustainability
SUN PROTECTION
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For Sweden, our general recommendation is to use sunscreen from March to October.
The reason we only recommend this period is because the UV index is low (0-2) during the darkest months, November to February, and it is safe to stay out in the sun all day without sun protection. The UV index is a measure of the strength of the sun's harmful radiation.A high UV index means that you should protect yourself from the sun to reduce the risk of damage and in Sweden the UV index is between 0–8 and is highest in the middle of the day during the summer months.
However, it is important to remember to use sunscreen if you go on a skiing holiday, even during the darkest months, when the sun's rays are reflected by the snow.
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In this case, we do not believe that you need to use a sunscreen product as you will hardly be exposed to UV rays. However, if you are sitting right next to a window or, for example, eating lunch outside, you should use sunscreen when the UV index is above 2.
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Yes, the UVA rays penetrate the glass of the car and thus affect the skin negatively and you should protect yourself.
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We would say that basic tanning is a myth. It is true that the body's own pigment protects against sun damage or from burning, but it does not provide particularly high or in many cases sufficient protection. Therefore, it is important to protect the skin from sun exposure in Sweden in the summer and of course also if you go abroad.
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Yes, our sunscreen is developed to be environmentally friendly and therefore does not contain any organic UV filters that are known to, or suspected of, affecting aquatic organisms. They also do not contain any of the organic UV filters suspected of being harmful to corals and are therefore “reef safe”.
Our sunscreens contain both titanium dioxide and zinc oxide, the latter of which is particularly associated with environmentally problematic properties. Zinc is a substance that occurs naturally in the environment and is essential for all cells and organisms to function normally. Therefore, only higher levels of zinc can be toxic.
Our sunscreen contains a small amount of zinc, which results in limited dispersion and addition of zinc to the environment. Overall, we have assessed that the low amount has a very small impact on the natural amount already present in our environment, and that the positive benefits of zinc oxide in sunscreen products outweigh the risks of use, and that our product does not pose an environmental problem.
SUSTAINABILITY
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Our goal is to always look for the most sustainable option for all parts of our value chain. This means that if we find a more sustainable alternative, we will switch to it because we are running a project in constant change.
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Yes, our packaging is recyclable. At Skinome, we believe it is important that both we and our products have as little environmental impact as possible. We have therefore chosen packaging that meets both the requirements for our sensitive formulations and our sustainability focus.
Our product packaging is made from 40-50% recycled plastic. It is a light-coloured bottle made of polypropylene (PP) so that it can be easily recycled into new plastic. We support the Ocean waste plastic initiative, which means that the same amount of plastic that we use is also fished out of the sea off Southeast Asia, which both cleans the sea and contributes to jobs.
The bottle is also lightweight as we want to minimize the amount of material used and make it more environmentally friendly to transport as it weighs less.
The shipping box the product comes in is made of FSC certified cardboard and the product information card is made of FSC certified paper. We encourage our customers to recycle both of these.
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Our product bottles are manufactured in China and transported by boat to our supplier's warehouse in Denmark. Our packaging requirements meet the highest standards for cosmetic products and pass all necessary tests. The plastic in our bottles is partially recycled, meaning it is a mix of new and recycled plastic.
We also support an initiative called Ocean Waste Plastic, where the same amount of plastic that we use is also fished out in the sea outside Southeast Asia, which both cleans the sea and contributes to job opportunities. However, we do not use this plastic in our packaging as it does not meet the requirements. It is used instead for the manufacture of other packaging, for example in the chemical industry.
If you want to read more about Ocean Waste Plastic, please go to https://www.oceanwasteplastic.com/
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We want to reduce material use as much as we can and have decided to replace the traditional product box with a small product information card where all the necessary information is printed.
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We strive to be as sustainable as possible in our formulations as well, choosing ingredients that are biodegradable whenever possible. Our long-term goal is to only have biodegradable ingredients in our products.
In our initial products we have a small number of ingredients that are not 100% biodegradable. As part of our goal to always work to be as sustainable as we can, we are looking closely at alternatives and as soon as alternatives are available we will switch to these.
