Frequently Asked Questions
Products
Where can I purchase SKIN FIRST® products?
Through our online shop www.skinfirstcosmetics.it and at all Pinalli sales points that you can find via our store locator.
What are the best products for me?
What is the expiration date of a product once opened?
The expiry date (PaO) is shown both on the label and on the product packaging. It is marked with a pictogram in the shape of an open jar, paired with a number and the letter M = months. PaO indicates the period of time during 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. The exception is the Skin Perfecting Toner, Purifying Toner, Purifying Cleansing Mousse, Retinol Booster, Anti-Blemish Gel, Lightening Gel, and AHA + BHA Exfoliant Peel, which we advise against using during pregnancy. We advise against using while breastfeeding Lightening Gel and Purifying Toner. For more information, we recommend consulting your gynecologist.
I have sensitive Skin, can I use the 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 disorder of the digestive system, which involves an intolerance to gliadin, a protein component of gluten. There are no links between celiac disease and cosmetic products. The intolerance reaction is triggered after consuming gluten-containing food, meaning the cause is a systemic reaction (in this case, ingestion) rather than a topical one (for example, applying the product to the Skin). Moreover, even if a cosmetic product hypothetically contained gluten, due to its size, the gluten would not be able to cross the Skin barrier, so a celiac consumer could not experience a flare-up in any way, unless the product was ingested.
Are the products vegan?
Yes, all SKIN FIRST® products are vegan except for the Purifying Face Mask and the Hydrating Lip Balm, which contain beeswax.
Are the products tested on animals?
No, all SKIN FIRST® products are not tested on animals, in compliance with European Cosmetics Regulation 1223/2009, which prohibits the marketing of animal-tested products.
Are the products hypoallergenic?
Yes, all SKIN FIRST® products have been formulated to minimize the risk of allergies.
I am allergic* to aspirin, which products can I not use?
You cannot use all products containing salicylic acid as Skin Perfecting Toner, Peeling AHA+BHA, Purifying Cleansing Mousse, Purifying Toner and Anti-Blemish Gel, because acetylsalicylic acid is an acetate derivative of salicylic acid. Even though they do not have the same molecule, they are still 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 has decided to include silicones in the formulation of this product to ensure its mattifying and smoothing effect.
Silicones are very safe substances. Regulatory authorities have stated that they do not pose a risk to humans (Scientific Committee for Consumer Safety). Similarly, there are no scientific studies proving that silicones "choke" the Skin: in fact, they form a breathable air 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 hasn’t ended up in the "spam" or "promotional" folder. Search for "SKIN FIRST" in the search bar. If you can’t find your order confirmation email, contact customer support and provide your full name, the email address you used to finalize your purchase, and the shipping address.
Can I modify the order once it has been 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 order fulfillment time.
If you forgot to add a product, you will have to place a new order.
If 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 Skin Perfecting Toner, Purifying Toner, Purifying Cleansing Mousse, Retinol Booster, Anti-Blemish Gel, Lightening Gel, and AHA + BHA Exfoliant Peel, which we advise against using during pregnancy. We also advise against using also during breastfeeding the Lightening Gel and Purifying Toner. For more information, we recommend consulting your gynecologist.
Can I cancel the order once it has been 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 being prepared to ensure the shortest possible fulfillment time.
If you have changed your mind, you will have to wait for your order to arrive and complete 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 14:00 on working days (Saturday and Sunday are therefore excluded) are prepared and shipped the same day. All orders placed after 14:00 are prepared and shipped the next working day.
The delivery time is 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 courier selected at checkout. Each courier offers specific 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 in value, and free for orders of €50 or more.
InPost: shipping costs €3.90 for all orders up to €50 in value, and free for orders of €50 or more.
For orders of €8 or less, a €10 shipping surcharge applies for BRT, GLS and InPost deliveries.
On this page you can check the costs for international shipments.
Shipping costs and Digital Gift Cards do not count towards the minimum threshold to qualify for free shipping. Instead, any discounts from applied coupons should be taken into account.
Is it possible to receive delivery to an InPost locker?
Yes, you can choose delivery to an InPost locker. Shipping costs €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 location if needed.
Are international shipments active?
Yes, we ship to all European countries. We are also working to activate shipping to the UK and Switzerland. Stay tuned!
Is it possible to change/modify the shipping address?
No, once your order has been confirmed, it is no longer possible to modify the fields related to the shipping address, as the products are already in the preparation stage to ensure the shortest possible order fulfillment time.
Don't worry! If the courier is unable to deliver your package, the parcel will be placed on hold.
We encourage you to contact SKIN FIRST® customer service, providing your order number and all relevant delivery details: street, street number, CAP, city, intercom name, and optionally floor number, apartment number, and building number.
We will work to redeliver your package as quickly as possible.
My package arrived, but I didn't receive all the items I ordered. What can I do?
We apologize if your package arrived with a missing product, please contact us by providing:
- your order number;
- a photo of the package’s exterior to confirm that there is no damage and that all received products are present.
You can send your report to customer service no later than 8 working days after receiving the package.
My package arrived but it's externally damaged, what can I do?
We are sorry that your package arrived damaged, please contact us providing:
- your 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 for inspection.
You can submit your report to customer service no later than 5 working days after receiving it.
The courier made one or two unsuccessful delivery attempts: what can I do?
If the courier attempted a delivery but no one was home, a second delivery will be automatically rescheduled for the next working day.
If the courier has already completed 2 delivery attempts, the shipment will be held in storage. In this case, we invite you to contact SKIN FIRST® customer service for instructions on releasing the shipment from storage.
Inactive or incorrect tracking: what does this mean?
From the moment you receive your shipping confirmation email, it can take up to 24 hours for the tracking to update and correctly display your order status.
In fact, the tracking is activated the moment your order is registered in the BRT, GLS or Poste systems.
Please try again after a few hours or the next 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. Next, you will need to keep an eye on your email inbox and/or parcel tracking to follow the necessary instructions and request delivery to a pickup point:
- BRT: When the parcel is "out for delivery", you will receive the email where you can modify and choose your pickup point.
- GLS: When the parcel 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 "Haven't registered 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 there, we recommend moving it to your inbox.
If you do not find it there, 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 page of the site
- by creating an account
I'm not receiving the newsletter: What should I do?
We invite you to check your “spam” or “promotions” folder, and if you find it there, 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 unsubscribe from the newsletter?
If you no longer wish to receive the newsletter, you can cancel your subscription yourself by clicking the “unsubscribe” button found at the bottom of the last communication you received, or by contacting Skin First® customer service.