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. That is why SANS SOUCIS offers you a satisfaction guarantee. If you are still not satisfied with our product, please contact
our hotline at +49 (0)7221-688-930 or write us a message at service@sanssoucis.de.

Are SANS SOUCIS products well tolerated?

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

However, it is unfortunately never possible to completely rule out the possibility that skin reactions or intolerances may occur in individual cases due to the large number of cosmetic and natural raw materials. If you have any questions about a specific raw material, for example,
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?

The primary goal of SANS SOUCIS is to produce highly compatible products. All products are of course dermatologically tested and subject to regular quality controls. However, it is unfortunately never possible to completely rule out the possibility that skin reactions or intolerances may occur in individual cases due to the large number of cosmetic and natural raw materials. We would be happy to analyze any problems that may have arisen with you. Please contact our hotline on +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 care cream to suit the specific skin needs - but the care needs of our skin can change depending on the day. Instead of integrating a serum into each of our series, we at SANS SOUCIS have therefore decided to establish four beauty elixirs in our BEAUTY ELIXIR series. They allow a free combination
to perfect the individual skin's appearance, as different areas of the skin can be pampered at the same time. Whether youthful beauty, perfect balance, balanced or completely protected skin - the highly concentrated, intensively acting elixirs contain a wide variety of powerful substances that can fulfill every care wish. Whether integrated daily into the care program, as a treatment or mixed into your favorite care: 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 skin care is cleansing. It removes makeup and other residues from your skin and cleanses it gently and deeply. The second step is facial toner. It removes all traces of cleansing, refreshes the skin and prepares it optimally for subsequent care. You can find both products in our SANS SOUCIS CLEANSING series.

For an extra dose of care with an immediate effect, use the 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 skin care. Our BEAUTY ELIXIR series provides the skin with important “nutrients” that are absorbed directly by the skin. The special thing: You don’t have to choose one elixir, but can use it to meet your skin’s individual needs.

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

Hand & body should not be neglected either. Our HAND & BODY series with shower gel, body lotion, body milk and hand cream provides an all-round care feeling.

Pay

What payment options do you offer?

You can order using the following payment methods:

- Paypal

- Credit card (Visa/Mastercard)

- Invoice with Klarna

- Sofortüberweisung with Klarna

Important Info: Instant bank transfer

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

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

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 to a border post office branch.

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

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?

As soon as your package has been shipped, you will receive an email with the tracking number . With this tracking number you can track the status of the 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 enter the DHL Packstation address as the delivery address when ordering. Please do not forget to enter 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 used. You will receive a confirmation by email as soon as the credit has been paid out.

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

How can I return BIODROGA products?

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

If you cannot find the return address on the shipping label (sender), please send your return to:
Biodroga
Im Rosengarten 7
76532 Baden-Baden

It is very important that the delivery note from your package is included with the return so that our warehouse can assign the return to your order. Please also keep the receipt with the tracking number so that we can track your return if necessary.

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

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

As soon as the goods have arrived 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 BIODROGA product?

Please send us photos of your entire order to service@biodroga.com .

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

Received a defective BIODROGA product

Please send us photos showing the product and the defect to service@biodroga.com .

Please include your order number (BD....) 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@biodroga.com and tell us the date and time of your order. We will check our system to see if your order has been received or we will help you with it.

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 details.

Do you have another question?