Your questions, answered.
Questions about skincare or your order? Find the essentials here.
Diagnostic & routine
I am unsure which products to choose. Where do I start?
Start with the SEOLYS diagnostic: your answers help identify your priorities and build a skincare selection.
Do I need to buy the whole routine?
You can review each product before deciding. The routine button adds the selected products together; you can then adjust your basket.
Can I save my results?
Your assessment downloads as an HTML file. Open it to read it or print it as a PDF.
Orders & delivery
What are the shipping costs and destinations?
Available delivery options and charges for your address appear at checkout. See also our shipping policy linked below.
How can I track my order?
Check your confirmation and, when available, the tracking link in your shipping email. For help, use the contact form with your order number.
Can I correct my address or change my order?
Contact us promptly through the form with your order number and requested change. Whether a change is possible depends on the progress of preparation.
Returns & support
How do I request a return?
See our returns policy for applicable time limits and conditions. Use the contact form to send your order number and the items concerned.
My parcel contains a damaged or incorrect item.
Keep the product and its packaging. Describe the issue in the contact form with your order number; we will explain the next steps and how to provide photos if needed.
Where can I find the refund conditions?
The refund policy linked below sets out the applicable conditions. For an existing request, contact us with your order number.
SEOLYS skincare
Where can I check a product’s ingredients?
Check the product page and packaging for ingredients and precautions. If information is missing, ask us through the form before ordering.
Are all products vegan?
This depends on the product and brand. We do not treat the entire catalogue as vegan: check the information for each item.
The product I want is unavailable.
You can send us its name through the contact form. An alternative may be considered for your needs; restock dates require confirmation.
Payment & newsletter
How do I use my discount code?
Enter your code in the discount field at checkout and check the total before paying. Eligibility and combination with other offers depend on the code’s conditions.
Which payment methods can I use?
Available methods appear at checkout according to your country and order. You can review them before confirming your purchase.
I have not received the welcome email.
Check the address you entered and your spam folder. If you received a subscription confirmation email, confirm it. For help, use our form. You can unsubscribe using the link in our marketing emails.
Delivery
We deliver to Belgium, France, the Netherlands and Luxembourg. Options and charges for your address are shown at checkout.