FREQUENTLY ASKED QUESTIONS

What should I keep in mind when using our products?

Similar to food, cosmetics also have the same problem: the multitude of individual ingredients can, if handled incorrectly or
can spoil under unfavourable storage conditions. This applies in particular to opened packaging.
Here are some tips for the proper storage and use of cosmetics:
- Only open packages for immediate use.
- Use opened products within 6 months if possible.
- Close cosmetic products carefully after each use.
- Store cosmetics in a cool, dry and dark place.
- Expired products that show noticeable changes in odor
and appearance should no longer be used.
- Only remove creams with washed hands or use a clean cosmetic spatula.

How does SANS SOUCIS ensure the quality standard of its products?

SANS SOUCIS products are manufactured in accordance with the strict global guidelines of the cosmetics GMP (Good Manufacturing Practice) for the manufacture and quality control of cosmetics. These require constant checks, including the qualifications of personnel, buildings, technical equipment, hygiene, labeling and packaging, as well as a quality control system. SANS SOUCIS also attaches great importance to the fact that not only the quality of the raw materials, but also the end product is tested by an external testing institute.

I am not satisfied with my product. What can I do?

SANS SOUCIS products leave our factory in perfect condition. Therefore, SANS SOUCIS offers you a satisfaction guarantee. Should you still not be satisfied with our product, please contact
our hotline at +49 (0)7221-688-930 or send us a message to service@sanssoucis.de.

Are SANS SOUCIS products well tolerated?

SANS SOUCIS' primary goal is to produce highly compatible products. All products are dermatologically tested and subject to regular quality controls by an independent testing institute.

Unfortunately, it can never be completely ruled out that, given the multitude of cosmetic and natural raw materials, skin reactions or even intolerances may occur in individual cases. If you have questions, for example, about a specific raw material, please contact our hotline at +49 (0)7221-688-930 or send us a message at service@sanssoucis.de.

Does SANS SOUCIS conduct animal testing?

Of course not.

SANS SOUCIS has never carried out animal testing since its inception. According to EU Cosmetics Regulation 1223/2009, animal testing for cosmetic products is prohibited in the EU. In accordance with current legislation, the necessary safety assessments are carried out for cosmetic products. In addition, product safety is ensured through tests with dermatologists.

Do SANS SOUCIS products contain allergenic ingredients?

SANS SOUCIS' primary goal is to produce highly compatible products. All products are dermatologically tested and subject to regular quality controls. However, with the multitude of cosmetic and natural raw materials, it is unfortunately never possible to completely rule out the possibility of skin reactions or intolerances occurring in individual cases. We would be happy to analyze any issues you may have. Please contact our hotline at +49 (0)7221-688-930 or send us a message at service@sanssoucis.de.

Do you have an allergy passport? Then we can help you even faster.

Where are SANS SOUCIS products manufactured?

SANS SOUCIS is a brand of the BCG Baden-Baden Cosmetics Group GmbH, based in the northern Black Forest, more precisely in the middle of the green spa town of Baden-Baden. It is one of the leading independent medium-sized cosmetics companies in Germany, which does everything itself, from the idea of ​​a product, through research & development, production, bottling to worldwide delivery to over 60 countries. Consequently, SANS SOUCIS products are manufactured in Germany.

Do SANS SOUCIS products contain mineral oils, microplastic particles or parabens?

During the careful development and production, we place the highest value on compatibility, skin-friendliness and effectiveness. That is why at SANS SOUCIS we avoid 100% mineral oil, parabens and microplastic particles.

Where can I find the right serum for my SANS SOUCIS skincare line?

We use the right skincare cream tailored to each skin's specific needs—but our skin's care needs can change depending on the day. Instead of incorporating a serum into each of our lines, we at SANS SOUCIS have therefore decided to establish four beauty elixirs in our BEAUTY ELIXIR series. They allow for a free combination to perfect the individual skin's appearance, as different skin areas can be pampered simultaneously. Whether you're looking for youthful beauty, complete balance, balanced skin, or all-around protection—the highly concentrated, intensively effective elixirs contain a wide variety of powerful ingredients to fulfill every care need. Whether integrated into your daily skincare routine, as a treatment, or mixed with your favorite skincare products: the four beauty elixirs offer application options for every preference.

How do I care for my facial skin with SANS SOUCIS products?

The SANS SOUCIS product range is optimally coordinated and offers the ideal care for your skin.

The first step in skincare is cleansing. It removes makeup and other residues from your skin, gently cleansing it deep down to the pores. The second step is toner. It removes all traces of cleansing, refreshes the skin, and optimally prepares it for subsequent care. You can find both products in our SANS SOUCIS CLEANSING range.

For an extra dose of care with instant results, try SANS SOUCIS sheet masks. They contain a high concentration of active ingredients and should be applied directly to freshly cleansed skin.

The serum is the third step in skincare. Our BEAUTY ELIXIR series intensively supplies the skin with important nutrients that are absorbed directly into the skin. What's special about it: You don't have to choose just one elixir; you can tailor each one to your skin's individual needs.

The fourth step in skincare is specifically tailored to your skin type: day care, 24-hour care, night care, and eye care. They pamper your skin with effective ingredients tailored to its specific needs and provide ideal care.

Hand and body care shouldn't be neglected either. Our HAND & BODY range, including shower gel, body lotion, body milk, and hand cream, provides all-round care.

pay

What payment options do you offer?

You can order using the following payment methods:

- Paypal

- Credit card (Visa/Mastercard)

- Invoice with Klarna

- Instant bank transfer with Klarna

Important Info: Sofortüberweisung

Depending on the bank, instant bank transfers can take up to 72 hours to process.

During this time, we will prepare your order and ship it as soon as payment has been confirmed.
You will receive a shipping confirmation with a tracking number on the evening of the day of shipment.

Shipping & Delivery

To which address can I have my order delivered?

You can choose your home address, company address or a packing station as the shipping address.

Unfortunately, it is not possible to deliver your items to a PO box or a border post office.

Please note that shipment tracking is limited for German Warenpost, meaning the Warenpost is not scanned at every station and there are fewer status messages compared to DHL parcels.

How much are the shipping costs?

To Germany:

- Free shipping for orders over 30 €
- 4.90 € for orders under 30 €

How can I track my package?

Once your package has been shipped, you'll receive an email with the tracking number . You can use this tracking number to track the status of your package directly on the DHL website .

Where do you ship to?

Deliveries are currently only possible to delivery addresses in Germany .

Other countries are not yet possible, but we are working on it.

Do you also deliver to a DHL Packstation?

Yes! You can also have your order delivered to a DHL Packstation.
You can also specify the DHL Packstation address as your delivery address when placing your order. Please don't forget to include your postal code!

It is best to enter it as follows:
Address = "Packstation" and the number of the Packstation (e.g. Packstation 100 )
Address extension = your own postal number

How long does shipping take?

Delivery usually takes 2 - 4 days .

Return and Refund

How do I get my money back?

If you really need to return something, we will take care of your return immediately.
Your payment will be refunded as soon as possible after receipt of the goods via the original payment method. You will receive a confirmation email once the credit has been paid.

To make the process even faster and smoother, please contact us in advance so we can announce your return in the system.

How can I return SANS SOUCIS products?

You are welcome to return one or more items to us within the 14-day cancellation period .
We do not cover the costs of return shipment.

If you cannot find the return address on the shipping label (sender), please send your return to:
SANS SOUCIS
In the Rose Garden 7
76532 Baden-Baden

It's very important that you include the delivery note from your package with your return so our warehouse can identify the return to your order. Please also keep the receipt with the tracking number so we can track your return if necessary.

Returns without postage paid will be charged a service fee of 9.90 euros and will be deducted from your refund amount.

For hygiene reasons, we ask that you only return goods in their original packaging and unopened.

As soon as the goods arrive at our warehouse and have been booked, the amount will be refunded to your chosen payment method. This usually takes two to four days.

complaints

Received the wrong SANS SOUCIS product?

Please send us photos of your entire order to service@sanssoucis.de .

Please include your order number (#CSS...) in the subject line so we can process your request more quickly.

Received a defective SANS SOUCIS product?

Please send us photos of the product and the defect to service@sanssoucis.de .

Please include your order number (#CSS...) in the subject line so we can process your request more quickly.

Order

I have not received an order confirmation.

If you have placed an order, you should also have received a notification.

If not, send us an email to service@sanssoucis.de and let us know the date and time of your order. We'll check our system to see if your order has been received, or we'll help you with that.

How do I receive an order confirmation?

After completing your order, you will receive an order confirmation to the email address you provided.
Here you will find the order overview with all the details.

Do you have another question?