Frequently Asked Questions
Products
Where can I purchase SKIN FIRST® products?
Through our online store www.khandokermanchester.mom and at all Pinalli outlets you can find in our store locator.
What are the best products for me?
The Face Decoder is available on the site Face Decoder, a test that uses artificial intelligence to analyze your Skin and recommend the beauty routine best suited to your needs. Take the test now!
What is the expiration date of a product once opened?
The expiry date (PAO) is shown on both the label and the carton. It is represented by an open jar pictogram, along with a number and the letter M=months. PAO indicates the period of time a cosmetic product can be used after its first opening without causing adverse effects.
Are the products nickel tested?
Yes, all SKIN FIRST® products are Nickel Tested.
Can I use the products during pregnancy and/or breastfeeding?
The SKIN FIRST® products can be used during pregnancy and breastfeeding. The exceptions are Skin Perfecting Toner, Purifying Toner, Purifying Cleansing Mousse, Retinol Booster, Anti-Blemish Gel, Lightening Gel, and AHA + BHA Exfoliant Peel which we do not recommend using during pregnancy. We do not recommend using also during breastfeeding Lightening Gel and Purifying Toner. For more information, we advise you to consult your gynecologist.
I have sensitive skin, can I use the SKIN FIRST® products?
Yes, all SKIN FIRST® products are dermatologically tested on preselected volunteers with sensitive Skin.
Are the products Gluten-Free?
Celiac disease is an autoimmune disorder of the digestive system, which involves intolerance to the protein gliadin, a component of gluten. There are no correlations between celiac disease and cosmetic products. The intolerance reaction is triggered after ingesting food containing gluten, meaning the cause is a systemic reaction (in this case, ingestion) and not a topical one (e.g., product application on the Skin). Additionally, even if the cosmetic hypothetically were to contain gluten, due to its size, it would not be able to cross the skin barrier, so it cannot under any circumstances cause a crisis for a celiac consumer, unless it is ingested.
Are the products vegan?
Yes, all SKIN FIRST® products are vegan except for the Purifying Face Mask and the Hydrating Lip Balm Stick which contain Beeswax.
Are the products tested on animals?
No, all SKIN FIRST® products are not tested on animals, in compliance with EU Cosmetics Regulation 1223/2009 which prohibits the placing on the market of products tested on animals.
Are the products hypoallergenic?
Yes, all SKIN FIRST® products have been formulated with the intention of minimizing allergy risks.
I am allergic to aspirin, what products can I not use?
You cannot use all products with Salicylic acid as Skin Perfecting Toner, AHA+BHA Peeling, Purifying Cleansing Mousse, Purifying Toner and Anti-Blemish Gel, since Acetylsalicylic acid is an acetate derivative of Salicylic acid. Although they don't have the same molecule, it is still a derivative of it.
Do the products contain silicones and paraffinic hydrocarbons (Paraffinum Liquidum, Petrolatum, Paraffin…)?
SKIN FIRST® products contain no silicones or paraffin hydrocarbons, except for No Filter Primer and Stay Natural BB Cream. Dr. Priore decided to include silicones in the formulation of this product to ensure its mattifying and smoothing effect.
Silicones are very safe substances. Regulatory authorities have stated that they pose no risk to humans (Scientific Committee on Consumer Safety). Similarly, there is no scientific research proving that silicones "suffocate" the skin: in fact, they form an air-permeable barrier that prevents moisture loss, while allowing natural sweat evaporation. Finally, silicones are non-comedogenic and do not cause or worsen acne.
Orders
I haven't received the order confirmation email: what can I do?
Check if it ended up in the "spam" or "promotions" folder. Search for "SKIN FIRST" in the search bar. If you don't find the order confirmation email, contact customer support providing your first and last name, the email address you used to complete the purchase, and the shipping address.
Can I modify the order once it's confirmed?
No, once the order is confirmed, it is no longer possible to modify it because the products are already registered in the logistics database and are being prepared to ensure the shortest possible processing time.
If you forgot to add a product, you will have to place a new order.
If instead you purchased a product by mistake, you can return it once you receive the package.
Can I use the products during pregnancy and/or breastfeeding?
SKIN FIRST® products can be used during pregnancy and breastfeeding. Exceptions are Skin Perfecting Toner, Purifying Toner, Purifying Cleansing Mousse, Retinol Booster, Anti-Blemish Gel, Lightening Gel and AHA + BHA Exfoliant Peel, which we do not recommend using during pregnancy. We do not recommend using even during breastfeeding Lightening Gel and Purifying Toner. For more information, we advise you to consult your gynecologist.
Can I cancel the order once it's confirmed?
No, once the order is confirmed it is no longer possible to cancel it, as the products are already registered in the logistics database and are being prepared to ensure the shortest possible processing time.
If you have changed your mind, you will need to wait for your order to arrive and process the return by following the instructions in the Returns and Refunds section.
Shipping and deliveries
What are the shipping and delivery times?
All orders placed by 2:00 PM on workdays (so Saturday and Sunday are excluded) are prepared and shipped the same day. All orders placed after 2:00 PM are prepared and shipped the next working day.
Delivery time is 24-48h except for remote areas, southern regions, and islands. All shipments are handled via express courier.
For purchases made during specific periods with promotions and holiday periods (e.g. Christmas), standard preparation and shipping times may not be guaranteed. Skin First and its partners will nevertheless ensure that orders are shipped as soon as possible.
How much are the shipping costs?
Shipping costs vary based on the carrier selected at checkout. Each carrier offers specific services which are summarized in their respective box at checkout.
Bartolini: shipping €4.40 for all orders under €50. For orders equal to or over €50, the cost is €0.50.
GLS: shipping €3.90 for all orders up to €50, free for orders equal to or over €50.
InPost: shipping €3.90 for all orders up to €50, free for orders equal to or over €50.
For orders equal to or under €8, a €10 surcharge is required for shipping with BRT, GLS, and InPost.
On this page you can check the cost for international shipping.
Shipping costs and Digital Gift Cards do not count towards meeting the minimum threshold to qualify for free shipping. However, any discounts from applied coupons must be taken into account.
Is it possible to receive the delivery at an InPost locker?
Yes, you can choose delivery to an InPost locker. The shipping cost is €3.90 for orders up to €50, while it's free for orders over €50. When your package is "out for delivery", you will receive a notification email with the option to change the pickup point, if needed.
Are international shipments active?
Yes, we ship to all European countries. We are also working to enable shipping to the UK and Switzerland. Stay tuned!
Is it possible to change the shipping address?
No, once the order has been confirmed it is no longer possible to modify the fields related to the shipping address, as the products are already being prepared to ensure the shortest possible processing time.
Don't worry! If the courier is unable to deliver your package, it will be placed in storage.
We invite you to contact SKIN FIRST® customer service, providing your order number and all useful delivery information: street, house number, postal code (CAP), city, name on the intercom, and optionally stair number, apartment number, building number.
We will make every effort to redeliver your package as soon as possible.
The package arrived but I didn't receive all the ordered products. What can I do?
We are sorry if your package arrived with a missing product, please contact us by providing:
- the order number;
- a photo of the exterior of the package to confirm there is no damage and that all products were received.
You can send the report to customer service no later than 8 working days after receiving it.
My package arrived but it is damaged on the outside, what can I do?
We are sorry that the parcel arrived damaged, please contact us providing:
- the order number;
- a photo of the parcel that clearly shows the extent of the damage;
- a photo confirming the condition of the purchased products;
- confirmation that you signed for the parcel with reservation for inspection.
You can send the report to customer service no later than 5 working days from the receipt of the parcel.
The courier made one/two unsuccessful delivery attempts: what can I do?
If the courier attempted a delivery but no one was found, a second delivery will be automatically rescheduled for the next working day.
If the courier has already made 2 delivery attempts, the package will be placed in storage. In this latter case, we invite you to contact SKIN FIRST® customer service to get instructions on how to release the package from storage.
Tracking inactive or incorrect: what does it mean?
From the moment you receive the shipping confirmation email, it can take up to 24 hours for the tracking to update and show you the correct status of your order.
In fact, tracking activates when your order is registered in the systems of BRT, GLS, or Poste.
We invite you to try again after a few hours or the next day.
Is it possible to request delivery at a pickup point?
Yes, it is possible to request delivery at a pickup point. To do this, place your order by entering your address first. Next, you will need to check your email inbox and/or package tracking to follow the necessary instructions and request delivery at a pickup point:
- BRT: when the package is "out for delivery" you will receive an email in which you can modify and choose the pickup point.
- GLS: when the package is handed over to the courier you will receive an email (afternoon/evening) in which you can modify and choose the Parcel shop.
Account and Newsletter
How can I create an account?
You can create an account by going to "my account" and clicking on "Not registered yet? Sign up now
I haven't received the confirmation email after registering on the site, what can I do?
We invite you to check the "spam" or "promotional" folder, and if you do find it, we suggest moving it to the "inbox" folder.
If you still don't find it, please contact the SKIN FIRST® customer service, specifying the email address you entered during registration.
How can I subscribe to the newsletter?
You can subscribe to SKIN FIRST®'s newsletter in 4 different ways:
- from this page
- from the pop-up that appears after a few minutes of browsing
- from the box you find at the bottom of every page of the site
- by creating an account
I don't receive the newsletter: what can I do?
We invite you to check the “spam” or “promotional” folder, and if you find it, we recommend moving it to the “inbox” folder.
If you still cannot find it, please contact SKIN FIRST® customer service, specifying the email address you provided during registration.
How can I unsubscribe from the newsletter?
If you no longer wish to receive the newsletter, you can unsubscribe on your own by clicking the “unsubscribe” button located at the bottom of the last message you received, or by contacting Skin First® customer service.