Help Center
FAQ's
This page aims to address the majority of questions you might have about our brand and the shopping experience. We've compiled comprehensive information here to assist you in finding answers to commonly asked queries.
SHOPPING
How can I place an order?
To place an order, select the products you'd like to purchase, add them to your cart, and proceed to checkout following the instructions on our website.
What payment methods do you accept?
We accept major credit cards, PayPal, Apple Pay, Google Pay, and other popular payment methods available through our secure payment gateway. You can view all available payment options during the checkout process.
How can I check the status of my order?
After placing an order, you will receive a confirmation sent to your email. Additionally, you can easily track your order status in the “Orders” section on our website by logging into your personal account. To access your account and track your order, simply log in here, using your registered email.
What should I do if I encounter any issues during the checkout process?
If you encounter any difficulties while checking out, please don't hesitate to reach out to our dedicated customer support team. You can contact us via Live Chat for immediate assistance or send an email to info@metamorfosiskincare.com. We're here to help and ensure a smooth ordering process on our store.
Is there a loyalty program or rewards system integrated with your store?
Yes, we are proud to offer a Loyalty & Rewards Program for our valued customers. With every purchase made through our store, customers can earn reward points. These points can be redeemed for exclusive discounts or other fantastic benefits. To discover more about our loyalty program and register, please follow this link.
Can I modify or cancel my order after it's been placed?
We do our best to accommodate order modifications or cancellations whenever feasible. If your order is still within a flexible processing window, we'll assist you in making the necessary changes or cancellations. Please get in touch with our customer support team promptly after placing your order to check if modifications or cancellations are possible.
Do you offer any discounts or promotional codes?
Absolutely! For detailed information about our current discounts and promotions, please visit this link. Here, you'll find comprehensive details about our ongoing offers, available discounts, and promotional events.
How do I apply my discount code?
To apply your discount code or gift card, proceed to the checkout page. Look for the field labeled 'Discount code or gift card' and enter the code there. Once entered, click on 'Apply' and the discount or gift card value will be applied to your order total. If you encounter any issues, please contact our support team through the live chat for further assistance.
SHIPPING
Do you offer free shipping?
Yes! Free shipping directly depends on the country of delivery and the amount of the order.
- Italy (incl. Vatican City & San Marino) – Free shipping on orders over €50;
- Europe (excl. UK & Switzerland) – Free shipping on orders over €100;
- United States – Free shipping on orders over $100;
- Canada – Free shipping on orders over $150;
- Rest of the world – Free shipping on orders over €150.
For more information please follow this link.
What are your delivery rates?
- Italy (incl. Vatican City & San Marino) – €4.90 (or FREE over €50);
- Europe – €7.90 (or FREE on orders over €100);
- United States – $10.90 (or FREE over $100);
- Canada – $15.90 (or FREE over $150);
- Rest of the world – €15.90 (or FREE over €150).
For more information please follow this link.
What are your delivery times?
- Italy: Express delivery in 1-2 business days;
- Europe: Standard delivery within 2-3 business days;
- United States & Canada: Standard delivery typically takes 3-5 business days;
- Rest of the world: Delivery times are generally 3-7 business days.
For more information please follow this link.
When will my order be dispatched?
Orders received by 12:00 CET Monday-Friday will usually ship the same day. However, during peak times, orders may take up to 3 business days to ship from the day of order placement.
What shipping carriers do you use?
The majority of orders are delivered to our customers via UPS, FedEx, Bartolini, and Poste Italiane. In certain cases, we may also use other logistics companies depending on the client's address.
Do you offer international shipping?
Yes, we provide international shipping to various countries worldwide. During checkout, you can select your country from the list of available destinations. Please note that delivery times and any associated costs for international shipping may vary.
Can I track my order?
Yes, most parcels we send can be tracked. Within 48h of placing your order, you will receive an email with a tracking number for your package. If you place an order on a weekend or holiday, your order will ship the next business day, so you will need to allow an extra day to receive a tracking number.
What import duties may I be charged if I live in the European Union?
All orders shipped within the European Union will be processed on a Delivery Duty Paid (DDP) basis, meaning there will be no additional charges upon delivery.
What import duties may I be charged if I live outside the European Union?
If you wish to ship to a country outside of the European Union, your order will be shipped on a Delivered Duty Unpaid (DDU) basis. This means that in some cases, you may be required to pay customs fees and local sales taxes upon receipt of your order.
For more information please follow this link.
What should I do if my order hasn’t arrived within the expected time frame?
If your order is delayed beyond the estimated delivery time, please contact our customer support team. We'll assist in tracking your order and resolving any issues related to the delivery.
RETURNS & REFUNDS
What is your returns policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
For more information please follow this link.
How can I request a return?
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@metamorfosiskincare.com.
For more information please follow this link.
What is your refund policy?
We will notify you as soon as we receive and review your return and let you know whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days.
For more information please follow this link.
What if my item is damaged or defective?
If your item arrives damaged or defective, please contact our customer support team immediately for assistance. We'll provide instructions for returning the item and arrange a replacement or refund.
What should I do if I receive the wrong product?
If you received a product that looks completely different from the one you ordered, please send us an email to info@metamorfosiskincare.com detailing the problem and include your order number. Our team will promptly get in touch with you to resolve this issue.
PRODUCTS & INGREDIENTS
What type of products do you offer?
We offer a wide range of skincare products. Our products cater to various skin concerns such as hydration, anti-aging, and protection.
You can see the full collection of our products by following the link.
Where are your products manufactured?
We develop and manufacture our products entirely in Italy, adhering to the latest regulations and employing the most advanced technologies. The fact that the production process is carried out 100% in Italy allows us to fully control the entire process and guarantee the superior quality of our products down to the smallest details.
Are your products cruelty-free
Yes, our commitment to ethical and compassionate skincare is unwavering. We proudly offer cruelty-free products and never engage in animal testing to ensure guilt-free beauty experiences.
Are your products vegan?
While a significant portion of our products is vegan, for more specific details, we recommend exploring individual product descriptions or contacting us directly for further information.
Where can I find information about the ingredients used in your products?
We are committed to transparency about our product ingredients. You can find detailed information about the ingredients used in each product on the respective product page or packaging. If you have specific ingredient-related inquiries, feel free to reach out to our customer support team.
What type of bottles do you utilize for your products?
The majority of our products utilize Airless Technology to maintain a oxygen-free environment, ensuring maximum protection for the formulas. This system offers precise dispensing with every stroke, providing splatterless delivery without issues like dripping or clogging at discharge.
Are your products tested to ensure safety?
Yes, our entire cosmetic line is EU-certified, meeting stringent standards. We conduct extensive dermatological testing, laboratory assessments, and in-house trials, affirming our dedication to ensuring your well-being.
How to find out the expiration date of your products?
As a company based in the European Union, we comply with all EU manufacturing regulations, which are among the strictest in the world. Accordingly, every product that we sell is usable from the date of purchase for a period marked on the product. Look for the 'open jar' logo on the product, the number inside the jar represents the duration, in months, that the product will maintain its properties after being opened.
Do your products contain any irritating, toxic, or hormone-disrupting substances?
No, our products are meticulously formulated to exclude any irritating, toxic, or hormone-disrupting substances. Our dedication to purity ensures that you receive products designed to deliver pure and radiant results.
Do your products contain common allergens such as parabens, sulfates, or phthalates?
No, our products are meticulously crafted without common allergens such as parabens, sulfates, or phthalates. We prioritize crafting cosmetics that are safe, clean, and devoid of any irritating or toxic substances that could impact your well-being or affect the hormonal system.
CAN’T SEE YOUR QUESTION HERE?
If you still want to get more information, do not hesitate to contact us via chat, by email info@metamorfosiskincare.com or fill out the form using this link.