Frequently Asked Questions (FAQs)
ORDERS
How can I track my order?
You can track your order using the tracking link provided in your shipping confirmation email.
What should I do if my package is delayed?
If your package is delayed, check the tracking status for any updates. If there are no updates, please contact our sales department:
What does the "Pending" status mean?
A "Pending" status indicates that your shipment is queued for tracking updates. Our shipping system fetches tracking information from carriers every 3–12 hours. If the status remains pending for an extended period, it may mean that the carrier has not yet updated their tracking information.
Why is my package stuck in transit?
Packages may experience delays due to high shipping volumes or carrier issues. Please refer to your tracking details for more information and contact our sales department at Orders@the-ios.maison if the status does not update within a reasonable period.
What should I do if I never received my package and it goes missing?
If you have not received your package by the estimated delivery date, first check your tracking status. If tracking indicates delivery but you have not received it, we recommend contacting our sales department at Orders@the-ios.maison as soon as possible. Early notification enables us to act quickly with the carrier and significantly increases the likelihood of a successful resolution, whether through reshipment or a full refund.
What happens with undeliverable packages?
If a package is returned to our fulfillment partner for reasons such as refusal, being undeliverable, or no one being available to sign, we will issue a refund for the item's cost minus the shipping charge incurred by the carrier to return the item.
When will I receive my order?
Delivery times depend on your location:
SHIPPING POLICY & DELIVERY TIMEFRAMES
ORDERS UNDER €165
Country Standard Delivery Express Upgrade Shipping Terms
• Germany 4-5 business days 1-3 business days Paid by Customer
• Netherlands 2-3 business days 1-2 business days Paid by Customer
• Belgium 2-3 business days 1-2 business days Paid by Customer
• Austria 2-3 business days 1-2 business days Paid by Customer
• Denmark 3-4 business days 1-2 business days Paid by Customer
• Sweden 4-5 business days 1-3 business days Paid by Customer
• Finland 5-7 business days 2-3 business days Paid by Customer
• Luxemburg 2-5 business days 1-3 business days Paid by Customer
ORDERS OVER €165
- Complimentary Standard Shipping
- Express Upgrade Shipping Available (Paid By Customer)
ORDER PROCESSING
Orders are processed within 1-2 business days. You will receive a tracking code via email once your order has shipped.
Where do your orders ship from?
All orders are dispatched from our European fulfillment hub in Spain, as part of our global sourcing network.
Will I have to pay customs duties or import fees?
No. All orders are fulfilled and shipped from within the European Union, so no customs duties, import fees, or additional charges apply. The price displayed at checkout — including VAT for your country — is the final price you pay.
Can I make changes to my order after it has been submitted
Our system is designed to process, dispatch, and ship orders quickly with our network of EU fulfillment partners. Once you have clicked "Order with obligation to pay," your order begins to process immediately and cannot be changed. If you do not wish to keep the items once they arrive, please refer to our Returns & Withdrawals section below.
Why might my order be cancelled?
Your order may be cancelled if your financial institution does not allow the transaction to be completed, if the shipping address entered was invalid or outside our delivery area (DE, NL, SE, DK, FI, AT, BE, LU), or if the item cannot be fulfilled by our EU fulfillment partners. These are common reasons for order cancellation. Any payments already captured will be refunded in full without undue delay.
Do I need to sign for my delivery?
Yes. To ensure the security of your purchase, all shipments require a signature upon delivery. We do not authorize carriers to leave packages unattended. Please inspect the outer packaging before signing. If the package appears damaged, ask the courier to record the package as "DAMAGED" next to your signature, or refuse delivery if the damage is severe.
How do I contact customer service for further assistance?
You can reach our customer service team through the "Contact Us" page on our website. You can also email us directly:
· Orders / Receipts / Returns:
Orders@the-ios.maison
· Returns / Withdrawal:
Returns@the-ios.maison
· Client Service:
ClientService@the-ios.maison
All email inquiries receive a substantive response within 24 hours during business days (Monday–Friday, excluding public holidays).
Returns & Withdrawals
Can I return my purchase if I change my mind?
Yes. Under EU law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., a letter sent by post or email) to Returns@the-ios.maison. You may use the Model Withdrawal Form but it is not obligatory.
→ (this links to NEW LEGAL PAGE 3)
To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
How do I request a refund?
Step 1: Contact Us
Email: Returns@the-ios.maison with:
· Your order number
· Date of delivery
· Your name and address
· Reason for your request (not required for withdrawal, but helpful)
· Photographs of the product and packaging (required for damage/defect claims; optional for withdrawal)
Step 2: Claim Confirmation
We will respond within 24 hours with a claim reference number and confirmation of next steps.
Step 3: Refund Processing
For valid withdrawals (hygiene seal intact, within 14-day period):
· Full refund including standard delivery costs, within 14 days of receiving your withdrawal notice
· Refund issued using the same payment method as the original purchase
· We will provide return instructions, if applicable, with your claim confirmation.
What cannot be refunded?
· Supplementary delivery costs if you chose a more expensive shipping option than our standard delivery
· Products where the hygiene seal has been broken, removed, or tampered with after delivery (withdrawal right excluded under Article 16(e) of Directive 2011/83/EU)
What should I do if my item arrives damaged or defective?
If your product arrives damaged, defective, or is not what you ordered, the hygiene seal exception does not apply. You are entitled to a remedy regardless of seal status.
⚠️ We strongly recommend reporting damage or defects within 24 hours of delivery.
This 24-hour window allows us to file a timely claim with our carrier and fulfillment partner on your behalf. Reporting after this period does not extinguish your rights — your statutory warranty rights under EU Directive 2019/771 remain fully unaffected regardless of when you report — but contemporaneous documentation significantly improves our ability to resolve your claim quickly through the supply chain.
Email: Returns@the-ios.maison with:
· Your order number and date of delivery
· Your name and address
· A clear description of the damage or defect
· Photographs of the damaged/defective product, the outer shipping box, and the shipping label
What happens next:
· We respond within 24 hours with a claim reference number
· We assess your claim and offer a replacement or full refund at no cost to you
· We will provide return instructions, if applicable, with your claim confirmation.
· Replacement products are shipped at no additional charge
How long does it take for a refund to be processed?
Refunds are processed within 14 days of receiving your withdrawal notice or confirming a valid defect claim. The refund will be issued using the same payment method as the original purchase, unless you expressly agree otherwise. The time for the credit to post to your account may vary and is determined by your bank or payment provider.
What are my statutory warranty rights?
All products sold by Icons of Skin Maison are subject to the legal guarantee of conformity under the applicable laws of your country of residence. Under EU Directive 2019/771, you have a minimum 2-year warranty from the date of delivery. Any lack of conformity that becomes apparent within 1 year of delivery is presumed to have existed at the time of delivery (some Member States extend this presumption to 2 years). Your statutory warranty rights are not affected by any provision in our Terms & Conditions or on our website.
Payments
What payment options are available?
Icons of Skin Maison offers a variety of payment options for our European customers:
Credit Cards: We accept Visa, Mastercard, and American Express. Payment is reserved at your bank upon order and debited after shipment but no later than 7 days (28 days for American Express).
PayPal: For secure and easy payments, log in to your PayPal account, review your order, and release the payment. Payment is typically collected within 48 hours.
Shop Pay: A digital wallet that saves your email, shipping, and payment details for faster checkout. Shop Pay stores your information securely so you can check out in one tap on future orders. Shop Pay is a checkout convenience feature only — it is not a payment method or financing option. Shop Pay Installments (buy now, pay later) is not available for EU residents. For installment payments, please see Klarna below.
Local European Payment Methods:
iDEAL (Netherlands)
Bancontact (Belgium)
Sofort (Germany, Austria) — a direct bank transfer service operated by Klarna
All payment processing is handled by Shopify Payments and/or the respective payment service provider. Icons of Skin Maison does not store credit card data.
Can I "Buy Now, Pay Later"?
Yes. We have partnered with Klarna to offer flexible payment options for our European customers. Depending on your country, you may be eligible to:
· Pay Later: Receive your goods first and pay up to 30 days later.
· Pay in Installments: Split your purchase into smaller, interest-free payments.
Eligibility is determined by Klarna at checkout. Where Klarna is selected, the terms and conditions of Klarna Bank AB (publ) apply to all Klarna transactions. These are available at https://www.klarna.com/legal/.
Note: Shop Pay Installments is not available for EU residents. Klarna is the installment payment provider for our European markets.
Is it safe to use my credit card on your website?
Yes. All transactions on our website are protected by industry-standard TLS/SSL encryption. Payment processing is handled by Shopify Payments, a PCI DSS Level 1 certified payment processor — the highest level of payment security certification. Icons of Skin Maison does not store, process, or have access to your full credit card details at any time.
Are all prices shown in Euros and do they include VAT?
Yes. All prices displayed in the Online Store are total prices in Euros (€) and include the applicable statutory Value Added Tax (VAT) for your country of delivery. The VAT amount and rate are itemized during checkout before you submit your order, and on your order confirmation and invoice. The price you see at checkout is the final price — no additional taxes, duties, or fees will be charged.
Your Rights & Privacy
How does Icons of Skin Maison handle my personal information?
Icons of Skin Maison processes personal data in accordance with the General Data Protection Regulation (GDPR — Regulation (EU) 2016/679) and applicable national data protection laws. Personal information is used to fulfill your order, provide tracking updates, and enhance your post-purchase experience. By placing an order, your name, delivery address, email address, and order details are transmitted to our EU-based fulfillment partners solely for the purpose of order fulfillment and delivery (Article 6(1)(b) GDPR). Detailed information about data usage can be found in our Privacy Policy.
What cookies does your website use and how do I manage them?
Our website uses cookies in the following categories:
· Strictly Necessary: Essential for the website to function (e.g., shopping cart, checkout, language preferences via Weglot). These cannot be disabled.
· Functional: Enhance your experience but are not essential (e.g., ClearSale fraud prevention). These require your consent.
· Analytics: Help us understand how visitors use our site (e.g., Google Analytics 4). These require your consent.
· Marketing: Used for advertising and retargeting. These require your consent.
When you first visit our website, a cookie consent banner will appear with equally prominent "Accept All" and "Reject All" buttons. You can manage your preferences at any time by clicking the cookie settings link in the website footer. Refusing non-essential cookies will not prevent you from browsing or purchasing on our website.
For full details, see our Cookie Policy.
How do I opt out of marketing communications?
You can opt out of marketing communications by clicking the "unsubscribe" link at the bottom of any promotional email, or by updating your preferences in your account settings on our website.
How do I exercise my data protection rights under GDPR?
You have the right to access, rectify, erase, restrict, or port your personal data, and to object to its processing, under Articles 15–21 of the GDPR. To exercise any of these rights, contact: Privacy@the-ios.maison . We will respond to your request within 30 days in accordance with Article 12(3) GDPR.
Where can I resolve a dispute with Icons of Skin Maison?
We encourage you to contact ClientService@the-ios.maison directly to resolve any concerns. The European Online Dispute Resolution (ODR) Platform was discontinued on 20 July 2025 pursuant to Regulation (EU) 2024/3228. A directory of consumer dispute resolution bodies in EU Member States is available at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies
Pursuant to § 36 VSBG, the Seller does not participate in dispute settlement proceedings before a consumer arbitration board (Verbraucherschlichtungsstelle). As a Consumer, you may bring proceedings in the courts of the EU Member State in which you are domiciled.
Products
How are items shipped?
All orders are fulfilled from within the European Union and shipped with a tracking code. You will receive your tracking information via email once your order has been dispatched.
Can I get real-time notifications about my order status?
Yes, you will receive real-time order status updates via email, including dispatch confirmation and tracking information. SMS notifications will be available soon.
Are there any items that cannot be returned or exchanged?
All skincare and cosmetic products sold by Icons of Skin Maison are sealed with a tamper-evident hygiene seal for health and hygiene protection. Under Article 16(e) of EU Directive 2011/83/EU, your right of withdrawal is excluded once the hygiene seal has been broken after delivery.
If the hygiene seal remains intact and unbroken, you may exercise your right of withdrawal within 14 days of delivery. See our Returns & Withdrawals section for full details on how to submit a withdrawal request.
If a product arrives damaged or defective, you are entitled to a remedy regardless of seal status under EU Directive 2019/771.
Why does the product packaging sometimes look different (e.g., foreign text)?
To secure exclusive inventory and preferred pricing for our clients, Icons of Skin Maison sources products from authorized distributors. As a result, the product you receive may feature packaging differences (such as text in French, Italian, or Japanese) compared to items sold in local department stores. These are 100% authentic, verified formulations identical to the global standard, simply packaged for their original region of distribution.
Important: Regardless of the region of original packaging, all orders are fulfilled and shipped from within the European Union (Spain). No customs duties or import fees apply to your order. All products bear the EU Responsible Person information on the label as required by Regulation (EC) No 1223/2009.