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WELCOME TO
Here you will find answers to frequently asked questions about our subscription service - how it works, how to start a new subscription and how to manage your subscription in our subscription portal. If you have any questions, you are always welcome to contact us at info@skinome.se
1. Create a customer account
If you have a registered customer account with us or wish to create one, we recommend that you log in to it before making your subscription purchase. This way you can link your subscription to your customer account with us and manage your subscriptions more easily.
If you do not want to create a customer account with us, you will receive an email from us with each subsequent subscription order containing a link from which you can manage your subscriptions.
2. Choose your product
On the product page, select the product you wish to subscribe to. Then click on Subscribe & Save 20%.
You will then be given the opportunity to choose your order interval, i.e. how often you want the product delivered based on your needs and/or our recommendations. Then add the product you want to subscribe to to the shopping cart.
4. Go to checkout
At checkout, fill in your contact information just like you would for a regular one-time purchase. Please note that for active subscription orders, we only have debit cards available as a payment method because payment is automatically deducted with each subsequent subscription order. If you have received a gift card, you can use this for your first subscription order, after which you will need to go in and update your payment information for future orders.
5. Order and delivery confirmation
After your order has been placed, you will receive an order confirmation as well as a subscription email containing information that a new subscription has been created and registered in our systems.
If you have not received a confirmation of your subscription, please check your spam folder or contact us and we will help you.
You will then receive a delivery confirmation informing you that your subscription order has been shipped.
6. Continued deliveries according to your preferences
After your first order, your next order will automatically be shipped and paid for according to your chosen order interval. You always have the option to change, pause or cancel your subscription. A reminder will be sent three days before each next order so that you have the opportunity to make any adjustments.
Below you will find our recommended order intervals for our products.
Light Emulsion, Rich Emulsion, Derma Emulsion & Intense Emulsion
Recommended order interval is 8 to 12 weeks.
Mineral Cleanser
Recommended order interval is 12 to 16 weeks.
Probiotic Concentrate, Azelaic Concentrate & Retinal Concentrate
Recommended order interval is 8 to 12 weeks.
Rich Body Cream
Recommended order interval is 8 to 12 weeks.
No, there is no binding period for subscriptions, you can change, skip an order or end your subscription at any time.
Go to “log in” in the top right corner of our website and click “create account” or click here . Fill in your details and note that you must use the same email address that you used when you created your subscription in order to link them. You will then be able to log in to your customer account on our website and select Manage Subscriptions to access the subscription portal.
Yes, you can easily make changes by logging into your account. There you can adjust subscription order intervals, product quantity, add or switch between different products and update your payment and delivery information.
Customer account at skinome.com
If you have a registered customer account and were logged in when you created your subscription, you can access it by logging in here or via the Log in icon in the top right corner. Once logged in, select Manage Subscriptions to view your subscriptions.
Subscription account
If you created your subscription without a customer account on our website, you can access the portal via the link sent in each email you receive about your subscription. If you need a new link, you can click here and fill in the email address you used when creating your subscription, and we will send you a new link.
Link subscription account to customer account
If you don't have a customer account with us but want to create one and link your subscriptions to it.
Go to "log in" in the top right corner and click "create account" or click here . Fill in your details and note that you must use the same email address you used when creating your subscription in order to link them.
1. Go to Manage Subscriptions
2. Click the subscription you wish to change the order interval for
3. In the every x weeks field, select the order interval you wish to change to for the subscription.
4. Click Save Changes
- Please note that the date your next order ships will change when you update the order interval.
1. Go to Manage Subscriptions and click on the subscription you wish to change the delivery date for.
2. Click Change Date
3. Choose between postponing 1 week, 2 weeks or choose your own date
4. Click Save Changes
- Please note that changing the date will update the delivery date for all future orders of the selected subscription.
1. Go to Manage Subscriptions
2. Click on the subscription you wish to skip a delivery for
3. Click Skip
4. Click Yes, skip from this order onwards
- Please note that you are only skipping one order, the next order after this one will be sent according to your planned order interval.
1. Go to Manage Subscriptions
2. Click on the subscription you wish to change the product for
3. Click on Replace this with another product
4. Click Change under the product you wish to change to
5. Choose the order interval you want the new product to be shipped after
6. Click Change Product
- Please note that changing subscription products means that from the time of the change you will stop subscribing to the previous one and start subscribing to the one you have chosen to switch to.
1. Go to Manage Subscriptions
2. Click on the subscription you want to cancel
3. Click "Cancel Subscription"
4. Choose why you are choosing to quit
5. Click next
6. Click "Cancel Subscription"
- Please note that cancelled subscriptions will be placed under the inactive subscriptions tab in case you wish to reactivate your subscription in the future. To reactivate a previously cancelled subscription - see guide here.
1. Go to Manage Subscriptions
2. Click Inactive Subscriptions
3. Click Reactivate under the product you wish to reactivate
- Please note that the subscription will be reactivated after the order interval you had when you last subscribed to the product.
If your payment card is linked to Shop Pay, you need to log in to the Shop Pay app to update your payment method. There you can choose to add a new card or switch to another one if you have more cards added. In Shop Pay, you need to add a new/switch card for your subscriptions before You can remove your old payment card.
1. Go to the Active Orders section and click on the subscription you wish to update.
2. Scroll down to your Subscription details and then select Update Payment Method.
3. Depending on whether you have another card inserted or wish to add a new one, you have two options:
- Choose to update to an existing active card on your Shop Pay account and click Update.
- Click Use another card to add a new one. Click Update.
4. Make sure your payment method has been updated to the new payment card.
1. Go to Address and payment method
2. Click Change payment method
3. Click Edit
4. Click Send link to change payment method
- Please note that the payment method update email may end up in your spam folder depending on your email settings. If your payment method is linked to Shop Pay, you need to update your payment method in the Shop Pay app , see previous question.
1. Go to Address and payment method
2. Click Change address
3. Click Edit
Choose whether you want to use the address for all subscriptions or, if you have multiple addresses, keep previous subscriptions at a separate address and only use the new one for new subscriptions
4. Fill in address details
5. Click Save Changes
1. Go to Address and payment method
2. Click on Change your details
3. Fill in the account information you wish to update
4. Click Save change
For your first subscription order, we offer debit cards and gift cards as payment methods. For subsequent subscription orders, we only offer card payment as payment is automatically deducted with each order.
The timing of your next payment is based on the day and order interval you selected when you placed your first subscription order for the product. Information about upcoming payments can be found in your subscription portal under “Upcoming Orders” . Payment is deducted the same day your order is shipped. A reminder will be sent three days before the next payment in case you want to make any adjustments.
Charge card
If you paid with a debit card for your first subscription order, your future payments will automatically be charged to the same debit card. If you want to change your payment information, do so in the subscription portal under "Address and Payment Method" .
Gift card
If you paid with a gift card for your first subscription order, you need to update your payment information. You can do this in the subscription portal under "Address and Payment Method" . If you do not update your payment information, the payment for your second order will fail. You will then be informed by email about this and have the chance to update your payment information. Three payment attempts are made at one-day intervals before a subscription is canceled.
Debit card not linked to Shop Pay
If your payment card is not linked to Shop Pay, you can update your payment method via your customer account with us.
Update payment method via customer account:
1. Log in to your Skinome account.
2. Select Manage Subscriptions.
3. Go to the Address and Payment Method section.
4. Click Change payment method and then click Edit next to the payment cards you want to update.
5. Select Send link to change payment method.
You will now receive a link from us where you can update your payment method. Make sure your address and name are correct before saving.
6. If you want to update to an existing active payment card on your Skinome account, click Use for all orders under the card. You will then see a box where you can confirm the update.
Debit card linked to Shop Pay
If your payment card is linked to Shop Pay, you need to log in to the Shop Pay app to update your payment method. There you can choose to either add a new card or switch to another one if you have more cards added. In Shop Pay, you need to add a new/switch card for your subscriptions before you can remove your old payment card.
Update payment method in Shop Pay:
1. Go to the Active Orders section and click on the subscription you wish to update.
2. Scroll down to your Subscription details and then select Update Payment Method.
3. Depending on whether you have another card inserted or wish to add a new one, you have two options:
- Choose to update to an existing active card on your Shop Pay account and click Update.
- Click Use another card to add a new one. Click Update.
4. Make sure your payment method has been updated to the new payment card.
If you need help updating your payment method, please contact our customer service at info@skinome.se
When making a payment, you will always receive an email confirming whether your payment has been successful or not. If the payment has failed, three more payment attempts will be made over the next three days, one attempt per day. If the payment still fails, your subscription will automatically be terminated.
If you are experiencing problems updating your payment information, please contact info@skinome.se and we will help you.
Yes, you can purchase a subscription and a one-time purchase at the same time.
Please note, however, that only debit cards and gift cards are offered as payment methods when you combine subscription and one-time purchase in the same payment.
No, unfortunately you cannot combine a subscription with a discount. A subscription product is already discounted by 20%, so you cannot combine this with other offers.
When you fill in your shipping address, your shipping method will be automatically selected. You always have free shipping on your subscription orders.
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. Is your nearest parcel box far away? Contact us at info@skinome.se and we will help you.
Norway: PostNord Tracked Letter (3-5 business days)
Germany: DHL Home Delivery (2-4 business days)
Rest of EU: UPS Home Delivery (2-4 business days)
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.
You always have free shipping on subscription orders. For orders to Norway there is no import VAT or customs fee.
We deliver throughout the EU and to Norway.
For orders within Norway, no import VAT and customs duty are added.
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 of this within 14 days of you or your representative receiving the ordered goods (the withdrawal period). When exercising the right of withdrawal, the goods must be returned within 14 days from the date you notify Skinome of exercising the right of withdrawal. The goods 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 must 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 uncollected package that is automatically sent back to us does not count as a valid return and we may charge an additional fee for it.
For returns, the fees apply:
Sweden: SEK 59
Norway: NOK 99
EUR: 9 EUR
For packages not collected, the fees apply:
Sweden: SEK 149
Norway: NOK 199
EU: 19 EUR
If you do not pick up your package and it is automatically sent back to us, we will charge an extra fee for the extra handling cost and we may have to discard the product. As our skin care is fresh, it is important to collect it quickly if you have ordered it from a post office agent.
If the return/complaint is approved, we will refund the amount for your order within 14 days.
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.
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.
