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FREQUENTLY ASKED QUESTIONS
ORDER, SHIPPING, PAYMENT OPTIONS
You can track the delivery status of your order at any time here:
You can find our products online in our webshop. In Berlin, you can purchase skincare products from DR. EMI ARPA in Mitte at the DR. EMI Skin Spa in the Hotel Telegraphenamt (Monbijoustraße 11). In the spa, there will also be a DR. EMI Skin Facial, allowing you to test the products during a soothing 25-minute treatment. Appointments can be booked here: https://www.dr-emiskinspa.de/
We ship nationally (Germany) and internationally within Europe (EU countries) and to Switzerland.
Within Germany or Austria, your shipping costs are free for orders over €60.00.
Within Europe (EU countries and non-EU countries), your shipping costs are free for orders over €150.00.
Our standard shipping costs to Germany are €4.95.
Our standard shipping costs to Austria are €5.95.
International shipping to EU countries is €12.95.
Shipping to the Switzerland costs 16CHF.
We currently exclude shipments to Packstations.
We process and ship orders from Monday to Friday (except on holidays). If your order is placed before 12:00 PM, it will be shipped on the same day. Orders that are received later will be processed on the following business day. Please note that processing your order may take a little longer during times of high demand. As soon as you have placed your order, you will immediately receive an order confirmation via email. When your order has been shipped, you will receive a shipping confirmation with the tracking details via email. Depending on the delivery service, it may take a few hours for the tracking information to be updated.
Orders within Germany are delivered within 1-3 business days.
Orders to EU countries are usually delivered within 3-5 business days.
Orders outside the EU are usually delivered within 5-8 business days.
Unfortunately, we have no influence over delays from our delivery services and ask for your understanding if such a case should arise.
We currently ship with DPD. The return shipment is handled by DHL.
We offer Amex, Apple Pay, Google Pay, Klarna, Maestro, Master Card, PayPal, Sofortüberweisung and Visa as payment options.
RETURNS, COMPLAINTS, REFUNDS
You have 14 days to cancel your purchase. The registration of your return is done through our returns portal. Please use only this return label for returns from Germany and EU countries. The incurred return costs will be offset against your original payment.
In Germany, the return costs are €5.95, in Austria €6.95. For all other EU countries, the return costs amount to €12.95. We ask customers from non-EU countries to sufficiently frank their shipment themselves. Please note that insurance is recommended as we cannot assume liability for private shipping.
After your return has been received and carefully checked, the refund of the payment amount will be processed. This usually happens within a few business days, but no later than 14 days (depending on the bank). Please note that the processing time for reviewing your return is already included in this timeframe. The refund will be made to your originally used payment method.
Please excuse the inconvenience. We have high standards and take great care when it comes to the quality, packaging, and delivery of your order. However, sometimes errors unfortunately cannot be avoided. Please contact our customer service immediately in these cases, who will process your request as quickly as possible. You can reach our customer service via email at hello@dr-emiskin.de .
Our logistics center starts processing very quickly, so unfortunately we cannot accommodate changes for most orders. Please contact our team immediately with your order information at hello@dr-emiskin.de . We do our best to process your cancellation request satisfactorily. However, we cannot guarantee that changes can be made after your order.
You can contact us at any time – we look forward to your questions and any form of feedback. Send us your email to hello@dr-emiskin.de.
PRODUCT
We have deliberately designed and formulated Cleanser, Toner, and Moisturizer so that these three products are suitable for all skin types. Also suitable for very sensitive skin and skin types prone to rosacea.
Depending on the skin type, additional DR. EMI ARPA SKIN products can then be added. You can find more information on the respective product pages.
Yes, all products from DR. EMI ARPA SKIN are vegan and cruelty-free. We are also PETA-certified.
Yes, all products are free from perfume and declarable fragrances.
For your skincare routine, we have developed a system that specifically helps you in your very own skincare routine. Each product of the skincare line from DR. EMI ARPA is marked with a number and letter abbreviation and assigned to a step in your routine:
01 C for CLEANSE, 02 E for EXFOLIATE, 03 P for PREPARE, 04 T for TREAT, 05 M for MOISTURIZE and 06 D for DEFENCE. You can find these explanations on every folding box. For our first three products Cleanser, Toner, Moisturizer, this means:
TT 01 C for Ten out of Ten (Gentle Gel Cleanser): CLEANSE – as the first step of your skincare routine, you gently but effectively cleanse your facial skin.
EE 03 P for Essential Essence (Skin Balancing Toner): PREPARE – you prepare your skin as the third step of your skincare routine (after peels, etc.) optimally for the next care steps.
AA 04 T for Absolute A and Absolute A+ (Retinal Seren): TREAT - the Retinal Seren is applied as treatment to your dry skin.
BB 05 M for Barrier Boost (CPA Barrier Cream): MOISTURIZE – as the fifth step of your skincare routine, you provide the skin with moisture.
No ingredient in our formulations has been identified as unsafe for pregnant or breastfeeding women. Nevertheless, we recommend discussing the list of all ingredients with your treating physician before use.
Our Absolute A Series should not be used during pregnancy and breastfeeding. It is generally recommended to avoid using products with retinoids during this time.
All our products are developed and produced in Germany.
Each product in the skincare line of DR. EMI ARPA is marked with a jar symbol including a number: the so-called PAO (period after opening). It indicates the usage duration after opening. The number in the jar indicates the number of months with the letter 'M' that the product is durable after opening.
The Ten out of Ten Gentle Gel Cleanser is 6 months (6M) shelf life after opening.
Essential Essence Skin Balancing Toner is 6 months (6M) shelf life after opening.
Barrier Boost CPA Barrier Cream is 6 months (6M) shelf life after opening.
Absolute A / Absolute A+ Retinal Serum is 6 months (6M) after opening.
To guarantee our highest quality standards, we ask you to use each product only within this period.
DR. EMI ARPA SKIN places the highest value on quality and therefore only uses high-quality ingredients in evidence-based concentrations for effective products. In order to ensure that our formulations meet the highest quality standards, we also invest in research and development. In addition, we pay attention to the quality and sustainability of our packaging materials. We produce exclusively in Germany and source our selected packaging materials within Europe to ensure short supply chains.
COOPERATIONS & PRESS
We are very pleased that you are interested in a collaboration with DR. EMI ARPA SKIN. Contact us at press@dr-emiskin.de to receive more information about cooperation opportunities.
We are very pleased that you are interested in collaborating with DR. EMI ARPA SKIN. Contact us at press@dr-emiskin.de to get more information about collaborations and our opportunities for brand partnerships.
We are very pleased that you want to report on DR. EMI ARPA SKIN. Please contact our press department at press@dr-emiskin.de with your request.