Frequently Asked Questions
Products
Where can I buy SKIN FIRST® products?
What are the best products for me?
On the website, the Face Decoder is available: 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 expiration date (PaO) is shown both on the label and on the packaging box. It is represented by a pictogram in the shape of an open jar, completed by a number and the letter M=months. PaO indicates the time frame in which a cosmetic product can be used after its first opening without causing unwanted effects.
Are the products nickel tested?
Yes, all SKIN FIRST® products are Nickel Tested.
Can I use the products during pregnancy and/or breastfeeding?
SKIN FIRST® products can be used during pregnancy and breastfeeding. The exceptions are the 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 advise against using while breastfeeding the Lightening Gel and Purifying Toner. For more information, we recommend consulting 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 digestive disorder characterized by an intolerance to gliadin, the protein component of gluten. There is no link between celiac disease and cosmetic products. The intolerance reaction is triggered after ingestion of gluten-containing food, which means the cause stems from a systemic reaction (in this case, ingestion) rather than a topical one (e.g., applying a product to the Skin). Furthermore, even if a cosmetic product hypothetically contained gluten, due to its size, gluten would not be able to cross the Skin barrier, so for a celiac consumer, it cannot trigger a flare-up in any way 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, which contain beeswax.
Are the products tested on animals?
No, all SKIN FIRST® products are not tested on animals, in compliance with the European Cosmetics Regulation 1223/2009 which prohibits the placing on the market of animal-tested products.
Are the products hypoallergenic?
Yes, all SKIN FIRST® products have been formulated to minimize the risk of allergy.
I AM ALLERGIC* TO ASPIRIN, WHICH PRODUCTS CAN I NOT USE?
You cannot use all products containing salicylic acid such as Skin Perfecting Toner, AHA+BHA Peel, Purifying Cleansing Mousse, Purifying Toner, and Anti-Blemish Gel, as acetylsalicylic acid is an acetate derivative of salicylic acid. Although they are not the same molecule, they are still a derivative of it.
Do the products contain silicones and paraffinic hydrocarbons (Paraffinum Liquidum, Petrolatum, Paraffin…)?
The SKIN FIRST® products do not contain silicones or paraffinic hydrocarbons, with the exception of No Filter Primer and Stay Natural BB Cream. Dr. Priore has 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 do not pose a risk to humans (Scientific Committee for Consumer Safety). Similarly, there are no scientific studies proving that silicones "choke" 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 should I do?
Check that it hasn't landed in the "spam" or "promotional" folder. Search for "SKIN FIRST" in the search bar. If you can't find your order confirmation email, contact customer support and provide your full name, the email address you used to complete your purchase, and the shipping address.
Can I modify my order once it has been confirmed?
No, once your order has been confirmed, it is no longer possible to modify it, as the products have already been registered in the logistics database and are in the preparation stage to ensure the shortest possible fulfillment time.
If you forgot to add a product, you will need to place a new order.
If instead you purchased a product in error, you can return the product once you have received the package.
Can I use the products during pregnancy and/or breastfeeding?
SKIN FIRST® products can be used during pregnancy and breastfeeding. The exception is the Skin Perfecting Toner, Purifying Toner, Purifying Cleansing Mousse, Retinol Booster, Anti-Blemish Gel, Lightening Gel, and AHA + BHA Exfoliant Peel, which we advise against using during pregnancy. We also advise against using during breastfeeding the Lightening Gel and Purifying Toner. For more information, we recommend consulting your gynecologist.
Can I cancel my order once it has been confirmed?
No, once the order has been confirmed, it is no longer possible to cancel it as the products have already been registered in the logistics database and are being prepared to ensure the shortest possible fulfillment time.
If you have changed your mind, you will need to wait for your order to arrive and process the return following the instructions in the Returns and Refunds section.
Shipping and deliveries
What are the shipping and delivery times?
All orders placed before 14:00 on working days (Saturday and Sunday are therefore excluded) are prepared and shipped the same day. All orders placed after 14:00 are prepared and shipped the next working day.
Delivery time is 24-48h except for remote areas, southern regions and islands. All shipments are made via express courier.
For purchases made during specific promotional periods and holiday periods (e.g. Christmas), standard processing and shipping times may not be guaranteed. Skin First and its partners will nevertheless ensure that orders are shipped as quickly as possible.
How much does shipping cost?
Shipping costs vary depending on the courier selected at checkout. Each courier offers certain services that are summarized in their respective checkout box.
Bartolini: shipping costs 4.40€ for all orders under 50€. For orders of 50€ or more, the cost is 0.50€.
GLS: shipping costs 3.90€ for all orders up to 50€ in value, free for orders of 50€ or more.
InPost: shipping costs 3.90€ for all orders up to 50€ in value, free for orders of 50€ or more.
For orders of 8€ or less, a 10€ shipping surcharge is required for shipments via BRT, GLS and InPost.
In this page you can check the cost for international shipments.
Shipping costs and Digital Gift Cards do not count towards reaching the minimum threshold to qualify for free shipping. Instead, any discounts applied via coupons should be taken into account.
Is it possible to receive delivery to an InPost locker?
Yes, you can choose delivery to an InPost locker. Shipping costs €3.90 for orders up to €50, while it is free for orders over €50. When your parcel is "out for delivery", you will receive a notification email with the option to change the pickup location if necessary.
Are overseas shipments active?
Yes, we ship to all European countries. We are also working to activate shipping to the UK and Switzerland. Stay tuned!
Is it possible to change or modify the shipping address?
No, once your order has been confirmed, it is no longer possible to modify the fields related to the shipping address, as the products are already in the preparation stage to ensure the shortest possible fulfillment time.
Don't worry! If the courier is unable to deliver your package, a hold will be placed on your package.
We invite you to contact SKIN FIRST® customer service, providing your order number and all relevant delivery details: street, street number, postal code, city, the name on the intercom, and optionally the staircase number, apartment number, and building number.
We will make every effort to redeliver your package as soon as possible.
My 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 us with:
- your order number;
- a photo of the package’s exterior to confirm there is no damage and that all received products are present.
You can submit your report to customer service no later than 8 working days from receiving your package.
My package arrived but it’s externally damaged, what can I do?
We are sorry that your package arrived damaged, please contact us providing:
- your order number;
- a photo of the package showing the extent of the damage;
- a photo confirming the condition of the purchased products;
- confirmation that you signed for the package with a reservation of inspection.
You can submit your damage report to customer service no later than 5 business days after receiving the package.
The courier made one or two unsuccessful delivery attempts: what can I do?
If the courier attempted a delivery but no one was home, a second delivery will automatically be rescheduled for the next business day.
If the courier has already made 2 delivery attempts, the shipment will be placed on hold. In this case, we invite you to contact SKIN FIRST® customer service for instructions on releasing the held shipment.
Tracking is inactive or incorrect: what does this mean?
Once you receive the shipping confirmation email, it may take up to 24 hours for the tracking to update and correctly display your order status.
The tracking is actually activated as soon as your order is registered in the BRT, GLS or Poste systems.
We invite you to try again after a few hours or the following day.
Is it possible to request delivery to a pickup point?
Yes, you can request delivery to a pickup point. To do this, place your order by first entering your address. Afterwards, you will need to keep an eye on your email inbox and/or package tracking to follow the necessary instructions and request delivery to a pickup point:
- BRT: When the package is "out for delivery", you will receive the email where you can modify and choose the pickup point.
- GLS: When the package is handed over to the courier, you will receive the email (afternoon/evening) where 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 "Don't have an account 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 your “spam” or “promotional” folder, and if you find it there, we recommend moving it to your inbox.
If you do not find it there, we invite you to contact SKIN FIRST® customer support, specifying the email address you entered during registration.
How can I sign up for the newsletter?
You can sign up for the SKIN FIRST® newsletter in 4 different ways:
- from this page
- from the pop-up that appears after a few minutes of browsing
- from the box located at the bottom of every page on the site
- by creating an account
I'm not receiving the newsletter: What can I do?
We invite you to check your “spam” or “promotional” folder, and if you find it, we recommend moving it to your inbox.
If you do not find it, we invite you to contact SKIN FIRST® customer service, specifying the email address you entered during registration.
How can I unsubscribe from the newsletter?
If you no longer wish to receive the newsletter, you can cancel your subscription yourself by clicking the “unsubscribe” button found at the bottom of the most recent communication you received, or by contacting Skin First® customer support.