Holy Skin FAQ

An order placed before 11 a.m. on a business day is shipped the same day. Orders placed after 11 a.m., on weekends, or on public holidays are shipped on the next business day. You’ll receive an email with your tracking link as soon as your order ships, and the estimated delivery date is displayed on every product page.

Mondial Relay pickup point delivery is free with purchases of €60 or more. Standard home delivery and Chronopost pickup point delivery are free with purchases of €100 or more. For purchases below these amounts, shipping costs are displayed before payment and are detailed in our shipping policy.

You can choose between a Mondial Relay pickup point (€4.99, free from €60), a Chronopost pickup point (€6.99, then €1.99 from €60, free from €100), home delivery (€8.99, then €4.99 from €60, free from €100), and express home delivery (€10.99, then €6.99 from €60, then €1.99 from €100). If you are in Bordeaux, in-store click and collect is free.

You choose your pickup point right after payment, in a dedicated module with a map of nearby locations. If you don't receive this link or if the map doesn't appear, write to us quickly so we can choose the right pickup point with you before shipping.

Yes. We deliver to mainland France, including Corsica, the French overseas territories, and much of Europe, including Belgium, Luxembourg, and Switzerland. Shipping costs are higher outside mainland France. The available countries and exact shipping costs are displayed at checkout.

Your order is shipped from France: no customs for delivery in France or the European Union. Outside the European Union, for example in Switzerland, local duties and taxes may be charged upon delivery and remain the responsibility of the recipient.

As soon as your order ships, you'll receive an email with your tracking link. You can also find it in your customer account. If you don't see this email, please check your spam folder, then contact us.

Start by checking your tracking link. If it hasn't updated or the delivery time seems unusual, contact us with your order number. We'll follow up with the carrier and open an investigation if necessary, and we'll get back to you within 48 business hours.

Write to us as soon as possible, preferably within 3 business days of receipt, with a photo of the package, the products received, and your order number. If the error is confirmed, we will cover the return shipping costs and replace the product or refund you, depending on your choice.

Yes. Let us know about the issue at contact@holyskin.fr and we'll launch an investigation with the carrier. In the event of confirmed loss, we'll refund you or resend your order, at no additional cost to you.

If possible, make a note of the issue with the delivery driver, then take photos of the package and the product. Send them to us with your order number as soon as possible, preferably within 3 business days. Once the issue is confirmed, we will arrange the return and either replace the product or issue a refund, depending on your preference.

The package is automatically returned to us. We then refund you the cost of the products; the original shipping fees remain your responsibility, unless the error was on our part or the carrier's. You can also ask us to reship it at your expense.

Yes. Our products are made in Korea, 100% authentic, and we do not sell any copies or "dupes". You can see and test them in our Bordeaux store. If you have any doubts about a product you received, send us a photo: we'll check it with you.

No. Orders are prepared by our team and shipped from France, from our stock. We also have a physical store in Bordeaux, at 119 cours Alsace-Lorraine, where you can come and see the products.

Yes. The products we sell have a person responsible within the European Union, as required by the European cosmetics regulation. This is what allows them to be sold legally in France.

Be wary of a price significantly lower than anywhere else, a website that copies the design of an official store, or packaging with spelling mistakes, broken Korean, or illegible text. Marketplaces and social media sales are the most prone to scams. Buy from a verifiable retailer with a physical address and accessible customer service.

Write to us the name of the product and your skin type. We'll suggest an available alternative so you don't have to disrupt your routine, or let you know when it's back in stock if we have that information.

Start by identifying your skin type with our free skin quiz, in just a few minutes. It will then guide you to the right Korean routine: dry, oily, combination, normal, sensitive, mature, or acne-prone skin. Still unsure? Write to us, we'll advise you.

Go to our sensitive skin routine or the redness and irritation category. If your skin often reacts to fragrances, check the ingredient list and avoid scented products. Introduce only one new product at a time and test it on a small area first.

Our Korean routine for mature skin focuses on hydration, comfort, and daily sun protection. You'll also find targeted skincare in the wrinkles and loss of firmness category. If your skin is also sensitive or very dry, let us know: we'll adapt the advice.

Our acne-prone skin routine combines gentle cleansing with skincare that doesn't overwhelm the skin. For an isolated pimple, pimple patches are practical. If your acne is severe, painful, or leaves scars, talk to a dermatologist.

Check out our hyperpigmentation routine and the dark spots and hyperpigmentation category. Regardless of the treatment you choose, applying sunscreen every morning remains essential, otherwise dark spots tend to return.

Take our online skin quiz: a few simple questions about your skin when you wake up, during the day, and after cleansing. If you're in Bordeaux, we also have a professional skin analysis machine in store, by appointment.

Start small: a gentle cleanser, a moisturizer suited to your skin, and sunscreen. Then add one product at a time to see how your skin reacts. Our skin quiz helps you choose these first products.

No. The 10-step routine is mostly an image: many skin types do very well with 3 or 4 well-chosen steps. The basics are a gentle cleanser, a suitable moisturizer, and sunscreen in the morning. You only add a serum or mask if your skin needs it.

Stop using the product and let your skin calm down with a minimal routine. Then reintroduce your products one by one, a few days apart, to identify the one causing the problem. Write to us with the name of the product: we'll help you find an alternative. If the reaction is severe or persists, consult a doctor.

The sun ages the skin and darkens spots, even when it's cloudy. It's the most useful step in a routine, before any serum. Korean sunscreens are appreciated for their light textures that are easy to wear daily.

In the evening, first cleanse with a cleansing oil or balm that dissolves sunscreen and makeup. Finish with a gentle water-based cleanser. In the morning, a single gentle cleanse is enough.

Our Korean skincare shop is located at 119 cours Alsace-Lorraine, in the heart of Bordeaux. It is just a stone's throw from the Hôtel de Ville and Sainte-Catherine tram stops.

The store is open Monday to Saturday, from 11 a.m. to 7:30 p.m. Find directions on the store page.

We use a professional skin analysis machine to better understand what your skin needs. Then, a consultant explains the results to you and suggests a tailored routine. The consultation is by appointment only and can be booked from the store page.

Yes. The shop and our stock are in the same place: you'll find all the products from the website there, plus over 500 Korean skincare products. You can smell, touch, and test the textures on your skin before choosing, and the team is there to advise you.

Yes, with click and collect. Choose in-store pickup when ordering on the website: there are no shipping costs, and you can pick up your order at 119 cours Alsace-Lorraine.

Go to our contact page or write to contact@holyskin.fr. We'll get back to you within 48 business hours. Remember to include your order number if your question is about a package.

You have 30 days after receipt to let us know you wish to make a return by emailing contact@holyskin.fr with your name and order number. Please contact us before sending anything back: we will provide instructions on how to proceed, and return shipping costs are covered by us. The product must be intact, unsealed, and in its original packaging. Everything is detailed in our return policy.

For hygiene reasons, a cosmetic product that has been opened (seal, film, or seal removed) cannot be returned, as required by law. If a product is not right for your skin, write to us anyway: we'll look into what didn't work and recommend a more suitable product.

Within 14 days of notifying us of your return, via the payment method used for the order. We may wait until we have received the products, or proof of their shipment, before issuing a refund. The original shipping costs are only refunded if the entire order is returned.

You pay online at the time of ordering, by credit card or using the other payment methods displayed on the checkout page. You can also pay in installments with Alma. Your account is charged when you confirm your order.

Create your account on the website or at the Bordeaux store: you'll receive 30 welcome points. Then, every euro spent earns you 1 point, both online and in-store, credited upon shipment. You can exchange your points for discounts, free shipping, or free skincare products. Everything is explained on the loyalty program page.

Log in and choose your reward in the loyalty section. From 100 points: €5 off, free delivery to a pickup point, or a free Biodance mask. At 200 points, 2 Biodance masks; at 250 points, 10% off your order; at 300 points, a best-selling skincare product; at 500 points, two best-selling skincare products. One reward per order.

Share your link from the referral page. Your friend receives €5 off when they spend €50 or more on their first order, and you earn 100 points once their order has been confirmed. The referral program is available to people who have never placed an order, up to 10 referrals per account.

Your points only expire after 12 months of inactivity, meaning no purchases or point redemptions. We'll notify you by email 30 days and then 7 days before they expire.