Frequently asked questions

Before writing to us, have a look below — the answer is probably here. If it isn't, we'd rather hear from you. Contact us any time.

Ordering

Do I need an account to order?

No — you can check out as a guest. An account is useful if you want to track orders, reorder a ritual, save addresses, or use the wishlist. You can create one any time, and we'll link past guest orders placed under the same email.

Which payment methods do you accept?

Bancontact, iDEAL, credit card (Visa, Mastercard, Amex), and SEPA bank transfer — all processed securely by Mollie. We don't see or store your card details.

Can I change or cancel an order after it's placed?

If your order hasn't shipped yet, email hello@yurskinsolution.eu with your order number and the change you need — we'll help where we can. Once the parcel is with the carrier, you'll need to use our returns flow when it arrives.

Shipping & delivery

How long does delivery take?

Belgium and Luxembourg: 1–2 working days from dispatch. Netherlands: 2–3. France and Germany: 3–5. Full details on our shipping page.

How much is shipping?

Flat €5.95 across Belgium, the Netherlands, Luxembourg, France and Germany — free above €75.

Do you ship outside the EU?

Not yet. If you'd like us to reach your country, let us know.

Returns & refunds

What is your returns policy?

14 days from the day you receive your order, under EU right-of-withdrawal rules. Unopened, unused items are fully refundable. Used skincare — for hygiene reasons — we take back only if it's defective or damaged. See the full returns policy.

How do I start a return?

Sign in, open the relevant order under Your orders, and choose Return this order. We'll email an RMA number and the return address. Refunds land within 14 days of us receiving the parcel.

Products & ingredients

Are YU.R products cruelty-free and vegan?

All YU.R products are cruelty-free — no animal testing at any stage, as required by EU cosmetic law and by our own standards. Most (not all) of our range is also vegan; check each product's detail page for the specific designation.

Are your products suitable during pregnancy or breastfeeding?

Our formulas are gentle, but the skin can behave differently during pregnancy and breastfeeding. We advise consulting a healthcare professional before introducing any new skincare into your routine during this period.

Where are YU.R products manufactured?

At two advanced facilities in South Korea — ECIS and CIT — both GMP-certified and compliant with EU (CPNP), Emirates (ECAS) and Dubai (Montaji) cosmetic regulations. Read more on our about page.

How do I choose the right products for my skin?

Take the skin quiz — four short questions and we'll suggest a four-step routine that fits. If you'd rather talk it through, tap the YU.R seal in the bottom-right corner and our concierge will help you narrow it down.

Account & privacy

How do I reset my password?

Use the forgot password link. We'll email a reset link that stays valid for one hour.

How do I delete my account or export my data?

Under EU GDPR you can request a full export of your data or delete your account any time from Privacy & data. Deletion is soft for 30 days — you can undo it if you change your mind — and becomes permanent after that.

Business & wholesale

Do you offer wholesale or professional accounts?

Yes — if you run a salon, spa, or retail space and want to stock YU.R, email hello@yurskinsolution.eu with a brief description of your business. We'll come back with the wholesale terms and the onboarding steps.