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Frequently asked questions
You might find your answer in our frequently asked questions (FAQs).
Products & How to use
We systematically prioritize natural active ingredients, but we also use assets derived from biotechnology known for their incomparable effectiveness. Our formulas are constantly improved and we replace some active ingredients with more performant ones.
Our skincare products are being tested to be suitable for sensitive skin. They contain no unnecessary fragrances, chemical preservatives or other chemicals. Furthermore, we use pharmaceutical-grade raw materials (this is an extremely important distinction), free of impurities and “stowaway” compounds. That being said, we are always careful to avoid known irritants in our formulations. If you are concerned about potential sensitivities of your skin, please consult with a physician or skincare professional and patch test the product before applying to the face.
An essential stage in fighting the skin aging process is improving the structure of your skin from the inside out with nutricosmetics and skincare. Beautiful young skin needs a healthy internal infrastructure. That’s why we recommend you to combine Ingredient Secret nutricosmetics and skincare for a complete inside-out anti-aging program. We recommend allowing 2-3 months for a noticeable difference in your skin texture and appearance, associated with a healthy and balanced lifestyle.
Is it advisable for a client to switch suddenly or gradually from a different product line to yours?
A sudden change is just fine, based on the skin condition, needs or seasonal changes. However, if you have a history of sensitivity, patch testing our products is recommended. We do recommend a seasonal skincare consultation and treatment plan with a skincare professional in order to best meet the changing needs of the skin and perhaps lifestyle of the clients.
Performing animal testing on the European Union territory has been prohibited for cosmetic products since September 2004 and for cosmetic ingredients since March 2009. The sales of cosmetics whose ingredients have been tested on animals has been prohibited since 2009. Our products are MADE IN FRANCE, so we not only abide by the law, but we are also against animal exploitation and cosmetic tests carried out on animals.
Our packaging is made from recyclable materials. Our boxes are recyclable and sourced from sustainable forests. Don’t forget to recycle your boxes when they are empty.
All of our products have a BBD (Best Before Date) or a PAO (Period After Opening). They are both indicated on each product.
The complete list of our ingredients can be found on the packaging of our products. You will also find the details of the formulas on each product page. For more information, do not hesitate to write us an e-mail at contact@ingredientsecret.com
We do not provide samples directly to consumers – however, you can get samples of our products through one of our partners. Click Here to find a partner near you!
Delivery
Once your payment is confirmed, your order is shipped:
- The same day for any order placed before 12 noon, Paris time
- The next day for any order placed after 12 noon, Paris time You will be notified by email of the shipment of your package.
Remember to check your “spam” folder: some emails may have crept in.
We provide delivery in France, Europe, DOM-TOM and Worldwide.
Please see the “Shipping and Returns” page or click here.
Here are the steps we recommend you get started with:
- Check with your caretaker or neighborhood to see if your package has not been received by them.
- Wait a few hours: The delivery status may have been updated a little early, and your package may arrive later today.
If after these steps you have not heard from your package, please do not hesitate to contact our customer service at contact@ingredientsecret.com.
In most cases, a package is returned to the sender when:
- the indicated delivery address is incomplete;
- the package was damaged during transport (in this case, it may be automatically returned to us).
We invite you to contact our customer service at contact@ingredientsecret.com so that we can understand what happened and find a solution.
The website www.ingredientsecret.com is completely secure and ensures total confidentiality of information transmitted by the customer.
Bank transactions benefit from the 3D Secure payment tool, which authenticates the cardholder and protects against fraudulent use.
The online store www.ingredientsecret.com does not allow payments in several installments. The prices indicated are in Euros including all taxes (all taxes included) and take into account the applicable VAT at the time of the order.
They do not include delivery charges, which will be communicated to you when you order. We reserve the right to modify our prices at any time, the products are invoiced on the basis of the prices in force at the time of the validation of the order.
The accepted bank cards are: CB, Visa, Mastercard, American Express.
Return & Refund
Yes, you have 14 days after receipt of your order to send us back the product (s) you do not wish to keep.
You are responsible for the return costs.
These products must be intact, complete, unopened and in their original packaging in good condition, with the instructions. Do not hesitate to contact our Customer Service to facilitate your process.
It is possible to return your items within 14 days of your delivery.
To make your return:
- Complete the withdrawal form accessible at the bottom of the site or via this link. Inform us of your wish to withdraw, specifying:
- the date of the withdrawal
- the contact information used for your order: first name, last name, postal address, email address, telephone number (optional)
- the product(s) you wish to return
- the date of the order and its delivery
- the order number
- Our customer service will contact you as soon as possible to send you a return slip. You are responsible for the return costs.
- You can return your order after printing your return slip. We recommend that you keep the shipping carton and the cushioning paper to return your products.
- We will refund the products within 14 days of your decision to withdraw.
However, in the event that the products are collected at a later date, we will defer the reimbursement until the date of collection of the products or until you have provided proof of shipment of the products. Do not hesitate to contact our Customer Service to facilitate your process.
Your package will be returned by the same carrier as the one you selected for your shipment.
For example, if you have chosen delivery by Mondial Relay, you can drop off your package at an approved relay point. You are responsible for the return costs.
Regardless of the carrier in charge of the return, remember to keep your proof of deposit: it will allow you to be reimbursed even if an incident occurs with your returned package.
Orders made on our e-shop cannot be returned or exchanged in our points of sale.
Following the exercise of your right of withdrawal (which must take place within 14 days of your delivery), we will refund the products within 14 days of your decision to withdraw.
However, in the event that the products are collected at a later date, we will defer the reimbursement until the date of collection of the products or until you have provided proof of shipment of the products.
The refund will be made by the same means of payment as the one you chose when making your purchase. In the event of a valid withdrawal, we will refund all payments received from you with the exception of delivery charges. You are responsible for the return costs.
Do not hesitate to contact our Customer Service to facilitate your process.
Points of Sale
We distribute our products in pharmacies, drugstores, health food stores and aesthetic clinics. You can go to the “WHERE TO BUY” page to find our points of sale.