How can we help?

FAQ

Products

How are Routinely products different from other beauty brands?

Our products are highly stable, compatible with one another, and include precise dosages of active ingredients. This ensures efficacy, while remaining gentle on your skin. All of our products are fragrance-free and suitable for all skin types, even sensitive skin.

How should I apply the products?

Lightly squeeze the dropper and release 2-3 drops in the palm of your hand, either on your fingertips or directly onto your cleansed face. Avoid touching the tip of the dropper to ensure optimal hygiene. Gently massage or pat the liquid into your skin.

In which order should I apply my products?

In general, we advise you to apply the serums in the order below, the number being the one you see on the serum label.

Cleanser-76-86-81-07-05-48-15-27-13-03-02-06-18-Moisturiser

What is the expiry date of your products?

6 months.

How should I store my products?

Ideally in a cool, dry place with droppers screwed on tightly to preserve your serum. Although we use highly stable formulas, it's always a good idea to avoid direct sunlight, heat and air exposure with any beauty product to ensure optimal quality.

Is it safe to use multiple serums in the same routine?

Yes it is! But in some cases you need to build them up gradually, or use them in a certain order.

Are your products safe to use?

Our products are 100% safe to use. We only use the most gentle and effective ingredients that are not harmful to our planet, animals or human beings. We choose not to be a "free from" brand since natural & synthetic ingredients can be equally toxic. We use the latest scientific evidence to guide us when formulating our products. We don't use any unnecessary ingredients. We make sure that our synthetic and natural ingredients are present in the right doses, so they can do their work while remaining perfectly safe.

How do I conduct an at-home patch test?

To conduct an allergy or irritation patch test, simply apply a small amount of the product to a discrete area of your face that's easily covered - such as underneath your jaw, behind your ear or the side of your neck. If you want to be extra cautious, you can apply it to the inside of your elbow. There should be no other products on the skin, so that you can properly test this product. Leave the product on for 48 hours. If no skin reaction occurs, this indicates the product is safe to use.

To test if a product makes you breakout, you should apply the product directly on a discrete part of your face that’s prone to blemishes. Apply the product as recommended to the same area for a week or so to determine how your skin will react. However, keep in mind that breakouts can be an expected initial response for some skincare products, since a purging period is normal for products intended to prevent blemishes. Products that contain retinol, glycolic acid, azelaic acid or niacinamide can in some cases cause purging. This means your blemishes can initially worsen (for usually one skin cycle: around 6 weeks) before you notice an improvement.

My skin is very reactive. Can I use your products?

Our products are formulated for all skin types and created with sensitive skin in mind. We do not use any fragrance, allergens, drying alcohols, essential oils or other potentially irritating ingredients. As with any new skincare product, it is a good idea to patch test before use, especially if you have very reactive skin. If you have sensitive skin, we advise you to gradually build up any new skincare product.

What products are suitable for people who are pregnant or breastfeeding?

All of our products except for our Regenerating Retinol serum, Sunday exfoliating serum and Everyday exfoliating serum are suitable for people who are pregnant or breastfeeding.

Can I get an allergic reaction from your products?

Although we are careful not to use any allergens in our products, allergies can occur with any allergen-free beauty product, although it is very rare. Sensitive skin is especially prone to allergic reactions due to a compromised skin barrier.

To avoid allergic reactions, always patch test every new beauty product you purchase, before applying it for the first time.

If you already know that you are allergic to an ingredient, tell us in the skin test before purchasing your serums. Not using our skin test? Check the full ingredient list before purchasing or using our products.

Having an allergic reaction despite taking all of these actions? Immediately rinse the product off with lukewarm water and see a doctor or dermatologist if the rash does not subside. Please email us at info@routinely.com (mailto:info@routinely.com) and we will happily assist you with returning your product and issue you a full refund.

I have a medical condition. Are Routinely products safe for me?

We go to great lengths to ensure that our products are safe to use. If you have a medical condition, we advise you to first consult with your doctor to make sure the ingredients we use are right for you.

Do you offer samples?

We currently do not offer samples of our serums. Most serums require consistent application over a period of time to produce the desired results, which doesn't make them suitable for sampling.

Who formulates your products?

We’re proud to closely partner with a highly regarded R&D laboratory in Switzerland, specialising in innovative cosmetics.

About ROUTINELY

What is Routinely?

Generic products don't cater to the ever-changing nature of our skin. We build your bespoke care routine containing proven active ingredients in the right doses and guide you on your way on how to use them.

We’ve built an algorithm that finds the right combination of active ingredients to suit your skin's needs.

Ordering & payments

Can I modify the order I placed?

If your order has not yet been processed by our warehouse, we can modify your order depending on product availability. Please contact info@routinely.com if you want to change your order.

I placed an order but never received a confirmation email. What should I do?

Oops, sorry about that. Did you check your spambox? Otherwise, please contact info@routinely.com (mailto:info@routinely.com) so that we can validate the e-mail address you used for the order, and re-send the confirmation e-mail.

How can I use a discount code or gift card?

You can apply a discount code or gift card code at our checkout page.

The product I'd like to purchase is out of stock. When will I be able to buy it?

We produce our formulas in small batches to offer you the freshest product available, and do our best to ensure that they are constantly in stock. However, if a product is sold out, we advise you to keep an eye on our website as we update our quantities daily.

Is your website safe and secure?

Our website secures website traffic with HTTPS, which ensures that no one can see the data you send to us. You can rest assured that your personal data is always stored safely, with the utmost consideration for security and privacy. You can check our privacy policy to see what we store, why, and for how long.

What payment methods do you accept?

We accept most credit cards such as VISA, Mastercard and American Express, local payment methods such as iDeal and Bancontact and device-specific methods such as Apple Pay or Google Pay. You can also buy now and pay in 30 days with Klarna.

The details of your order are processed through secure computers and your credit card details are always encrypted.

Shipping & returns

What are the expected delivery times?

For deliveries to The Netherlands, Belgium and Germany: 1-3 business days. Deliveries to other European countries will arrive within 3-7 business days.

What is your free 30 day return policy?

We’re sure you’ll love the quality of our products and see results after 30 days of use, but in the event things don’t work out, just send it back- no questions asked. 

Here’s how: 

Please make sure to contact info@routinely.com prior to returning your purchase, so that we can begin processing your return and send you your return label, at no cost to you. 

Once you receive your return label, safely pack your product and drop off your package at any PostNL point or local post office. We advise you to hold onto the proof of shipment until you have been notified via email that we have processed your return. Without this proof of shipment, we may not be able to refund your product. 

Upon receipt of your return shipment, we will refund the full amount of your purchase.

*Please note that if we have not received an email to notify us of your return, we are unable to process it and issue a refund of your purchase.

Something seems to be wrong with my product. What should I do?

If you have received a damaged order, please send us an email at info@routinely.com, with a photo of the damaged goods so that we can properly assess the situation and provide you with the best solution.

Where does Routinely ship and how much does it cost?

We ship to almost every European country. At the moment, we do not ship to the United Kingdom, but we are working on it!

For shipments to The Netherlands, Belgium and Germany, we are able to dispatch your order within 24 hours. For shipments to other European countries (Austria, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden) your order will be dispatched within 48 hours.

Currently, ROUTINELY offers free shipping on every order, in all European countries that we deliver to!

How will you ship my order?

Generally, we ship your order in a small box measuring 22 x 15 x 4 centimeters. Just a heads-up- It won't fit in your letter box. Once we dispatch your order, you will receive a tracking code via email to track the delivery.

Responsibility

Do you test on animals?

We never test our product on animals. This is illegal in the EU, where we formulate our products. Additionally, we do not sell in countries where animal testing is mandatory.

Are your products vegan?

Yes, all of our products are vegan and cruelty free.

Are your products and packaging sustainable?

We believe that launching a business today comes with a responsibility to do right by planet Earth. We produce locally (Switzerland) and we collaborate with European suppliers to keep transportation emissions to a minimum. Additionally, we use glass bottles with removable labels to optimise recycling. Any form of secondary packaging is avoided and orders are shipped in recycled cardboard. We always strive to minimise our footprint whenever possible.

Do you offer a recycling program?

We currently do not offer a recycling program since our products are easily recyclable by our customers. A separate initiative would require extra shipping, which would lead to further environmental implications. Our serums come in glass bottles with a removable label and cap. We invite you to recycle your empty bottles locally, or reuse them for other purposes in your home.

Contact

Who do I contact when I have a question about a product?

We are always here to help. Please reach out anytime at hi@routinely.com

Do you have a press contact?

For press related inquiries, please get in touch via press@routinely.com

Do you work with bloggers / influencers?

We love to work with creative minds who believe in our product. If this sounds like you, please get in touch via press@routinely.com