Frequently Asked Questions
Products
Where can I purchase SKIN FIRST® products?
Through our online shop www.skinfirstcosmetics.it and at all Pinalli retail locations you can find using our store locator.
What are the best products for me?
The Face Decoder is available on the site: 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 product case. It is indicated by a pictogram in the shape of an open jar, accompanied by a number and the letter M = months. PAO indicates the time frame in which a cosmetic 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. Exceptions include the Skin Perfector, Blemish-Prone Skin Lotion, Purifying Cleansing Mousse, Retinol Booster, Anti-Blemish Gel, Brightening Gel, and AHA + BHA Exfoliating Peel, which we advise against using during pregnancy. We advise against using also during breastfeeding the Brightening Gel and Blemish-Prone Skin Lotion. For more information, we recommend consulting your gynecologist.
I have sensitive skin, can I use SKIN FIRST® products?
Yes, all SKIN FIRST® products are dermatologically tested on pre-selected volunteers with sensitive skin.
Are the products gluten-free?
Celiac disease is an autoimmune digestive disorder involving an intolerance to gliadin, a protein component of gluten. There are no links between celiac disease and cosmetic products. An intolerance reaction is triggered after consuming food containing gluten, 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 hypothetically contained gluten, due to its size, the protein would not be able to cross the skin barrier, so it cannot trigger a celiac flare-up in a celiac consumer 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 Stick which contain beeswax.
Are the products tested on animals?
No, none of the SKIN FIRST® products are tested on animals, in compliance with the European Cosmetics Regulation 1223/2009, which bans the placing on the market of animal-tested products.
Are the products hypoallergenic?
Yes, all SKIN FIRST® products have been formulated with the intention of minimizing the risk of allergies.
I AM ALLERGIC* TO ASPIRIN, WHICH PRODUCTS CAN I NOT USE?
You cannot use all products containing salicylic acid such as Skin Perfector, AHA+BHA Peel, Purifying Cleansing Foam, Lotion for Blemish-Prone Skin, and Anti-Blemish Gel, since acetylsalicylic acid is an acetate derivative of salicylic acid. Although they are not the same molecule, they are nonetheless a derivative of it.
Do the products contain silicones and paraffinic hydrocarbons (Paraffinum Liquidum, Petrolatum, Paraffin…)?
SKIN FIRST® products do not contain silicones or paraffinic hydrocarbons, with the exception of No Filter Primer and Stay Natural BB Cream. Dr. Priore made the decision to include silicones in the formulation of this product to ensure its mattifying and smoothing effect.
Silicones are very safe substances. Regulatory authorities have confirmed that they do not pose a risk to humans (Scientific Committee for Consumer Safety). Similarly, there are no scientific studies proving that silicones "clog" 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 didn't end up in your "spam" or "promotional" folder. Search for "SKIN FIRST" in the search bar. If you cannot 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 the order once it's confirmed?
No, once the 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 by mistake, 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 exceptions are the Cutaneous Perfector, Impure Skin Lotion, Purifying Cleansing Mousse, Retinol Booster, Anti-Imperfection Gel, Brightening Gel, and AHA + BHA Exfoliating Peel, which we advise against using during pregnancy. We also advise against using during breastfeeding the Brightening Gel and Impure Skin Lotion. For more information, we recommend consulting your gynecologist.
Can I cancel the order once it's 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 in the preparation phase 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 by 2:00 PM on working days (Saturday and Sunday are therefore excluded) are prepared and shipped the same day. All orders placed after 2:00 PM are prepared and shipped the next working day.
Delivery times are 24-48 hours except for remote areas, the South and islands. All shipments are made via express courier.
For purchases made during specific promotional periods and holiday periods (e.g. Christmas), standard order preparation 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 are the shipping costs?
Shipping costs vary depending on the carrier selected at checkout. Each carrier offers certain services which 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, and free for orders of €50 or more.
InPost: Shipping costs €3.90 for all orders up to €50, and 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.
On this page you can check the cost of international shipments.
Shipping costs and Digital Gift Cards do not count towards meeting the minimum threshold to qualify for free shipping. Instead, any discounts applied via coupon codes should be taken into account.
Is it possible to receive delivery at an InPost locker?
Yes, you can choose to have your order delivered to an InPost locker. The shipping cost is €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 point if necessary.
Are international shipments currently active?
Yes, we ship to all European countries. We are also working to enable shipping to the UK and Switzerland. Stay tuned!
Is it possible to change the shipping address?
No, once your order has been confirmed, it will no longer be possible to modify the fields related to your 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, it will be held for redelivery.
We encourage 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 building intercom, and optionally the staircase number, apartment number, and building number.
We will make every effort to redeliver your package as quickly as possible.
My package arrived, but I didn't receive all of the products I ordered. What can I do?
We apologize if your package arrived with a missing product. Please contact us and provide us with:
- Your order number;
- A photo of the package’s exterior to confirm it is undamaged and that all items you received are present.
You can submit your report to customer service no later than 8 business 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 by providing:
- the 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 may submit your report to customer service no later than 5 business days after receiving the package.
The courier has made one or two failed delivery attempts: what can I do?
If the courier attempted a delivery but found no one home, a second delivery will automatically be rescheduled for the next business day.
If the courier has already completed 2 delivery attempts, the package will be placed on hold. In this case, please contact SKIN FIRST® customer service for instructions on releasing the held package.
Tracking is inactive or incorrect: What does this mean?
Once you receive the shipping confirmation email, it can take up to 24 hours for the tracking to update and correctly show 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, we recommend moving it to your inbox.
If you cannot find it, 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 you find at the bottom of every site page
- 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 there, we suggest moving it to your inbox.
If you cannot find it, we invite you to contact SKIN FIRST® customer support, 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 at the bottom of the most recent communication you received, or by contacting Skin First® customer support.