Frequently Asked Questions2022-08-11T04:42:21+02:00

Frequently Asked Questions

Got a question? We’re here to answer! If you don’t see your question below, send us a message on our contact page or message us on Instagram (@aepellskin) or our facebook page.

Why do I need to take the Skin Quiz?2021-05-27T01:07:30+02:00

With your answers to the Skin Quiz, we are able to match your individual needs with the right ingredients. We ask questions about your skin texture, your skin concerns, and your lifestyle. You can take the Skin Quiz HERE. Don’t worry, your data is in safe hands. We will never use your data for any other purpose than finding the perfect skin care routine for you.

Which payment methods can I use?2021-05-04T13:04:47+02:00

We accept credit card payments with Visa and Mastercard.

Where does aepell ship to?2021-05-24T20:06:52+02:00

You can find all the information about the shipping of aepell products on our Shipping & Delivery page.

When will my credit card be charged?2021-05-04T12:45:48+02:00

As soon as your order is placed, your credit card will be charged.

What products does my personalized aepell skin care routine contain?2022-09-29T21:20:30+02:00

Your personalized routine contains the aepell Cleanser (200ml), your Day Cream (50ml), your Night Cream (50ml), and your Serum (30ml). The ingredients match your skin’s needs, based on the results of the Skin Quiz. All our products are fragrance-free, paraben-free, silicone-free and 100% clean and sustainable. Start the Skin Quiz HERE and get your personalized skin care routine.

What is the shelf-life of my aepell products?2021-05-24T08:32:17+02:00

The products have a 3-year shelf-life if left unopened. Once opened, you should use the products within 12 months.

What happens if the needs of my skin change over time?2021-05-04T12:41:48+02:00

The needs of your skin may change over time. Seasonal changes, a move to a different city or physical changes may mean that the formulations of your routine need to be adjusted. Log into your account and start the re-evaluation process to adjust your routine.

What do I do if my aepell products don’t suit me?2021-05-04T12:44:43+02:00

aepell’s skin care routine and products are designed especially for the individual needs of your skin. We are confident that the products will work for you. If you are not completely satisfied with the products, we are happy to do a complimentary reformulation* for you. Please reach out to us as hello@aepell.com with your order details within 7 days of receiving your order. Include a detailed description of your problem and pictures, that way we can better understand how to help you.

* Limited to one reformulation for each full routine purchase. We will not be able to provide a reformulation if the Skin Quiz was not filled in accurately, as we use the Skin Quiz answers to assess the individual needs of your skin.

What do I do if I received a damaged / wrong product?2021-05-10T21:31:49+02:00

Although it very rarely happens, products may become damaged during shipment. Please reach out to us at hello@aepell.com with your order details within 7 days of receiving your order and we will help you fix the problem.

What are the storage requirements for my aepell products?2021-05-24T08:28:22+02:00

Store your products at room temperature, away from direct sunlight, in a cool and dry environment. Don’t expose them to extreme heat or cold.

What are the shipping costs?2021-05-24T20:15:19+02:00

You can find all the information about the shipping of aepell products on our Shipping & Delivery page.

In which order should I use the products from my aepell routine?2022-09-28T22:24:16+02:00

aepell’s holistic skin care system takes care of your skin’s basic needs. This is how your daily routine works:

The Morning Routine

1. Cleanser
Start the day by gently removing oil, dirt, pollutants, and product residues from your skin.

2. Day Cream
Your Day Cream moisturizes your skin and protects it from harmful environmental influences all day long.

The Evening Routine

1. Cleanser
Gently clean your skin from oil, dirt, pollutants, and product residues after a long day.

2. Serum
Your Serum contains highly concentrated ingredients and targets your individual skin goals.

3. Night Cream
Your Night Cream contains antioxidant, moisturizing and nourishing ingredients to regenerate your skin overnight.

How long does my personalized aepell routine last?2022-08-13T20:42:25+02:00

Your personalized routine is designed to last up to 3 months with everyday use.

Item Frequency of application
Day cream Once daily
Night cream Once daily
Serum Once daily
Cleanser Twice daily
How long does it take to process and ship my order?2021-05-24T20:07:36+02:00

We need about 2-3 business days to process and pack your order. Once we packed everything safely, we hand your products to our delivery partner.

You can find all the information about the shipping of aepell products on our Shipping & Delivery page.

How do I use the aepell Cleanser?2021-05-10T21:30:29+02:00

For best results, we recommend you use the aepell cleanser in 4 easy steps.

1. Foam: Splash your face with lukewarm water. Foam the cleansing gel between your palms.

2. Cleanse: Apply to your face and massage cheeks, chin, nose, and forehead with gentle, circular movements.

3. Rinse: Rinse you face thoroughly with warm water. Make sure that no residues are left on your skin.

4. Products: Always apply skin care products to damp skin. Your skin can absorb products much better when it is damp.

How do I use my Serum?2021-05-10T21:27:59+02:00

For best results, we recommend you apply your serum in 4 easy steps.

1. Cleanse: Gently clean your face and don’t dry it afterwards. Make sure to always apply your serum to damp skin, so your skin can properly absorb your serum and to avoid pilling.

2. Apply: Apply your serum evenly to your entire face, neck and décolleté.

3. Massage: Massage from nose to ears, from forehead to ears and from chin towards cheeks. The massage stimulates the blood flow in your skin, allowing the serum to penetrate your skin deeper and the highly concentrated substances to work their magic.

4. Action: Now your skin is ready for moisturizer.

How do I use my Night Cream?2021-05-10T21:28:51+02:00

For best results, we recommend you apply your night cream in 4 easy steps.

1. Cleanse: Gently clean your face and don’t dry it afterwards. Make sure to always apply your night cream to damp skin, so your skin can properly absorb your night cream and to avoid pilling.

2. Apply: Apply your night cream evenly to your entire face, neck and décolleté.

3. Massage: Massage from nose to ears, from forehead to ears and from chin towards cheeks. The massage stimulates the blood flow in your skin, allowing the night cream to penetrate your skin deeper and the ingredients unfolding their maximum regenerating effect.

4. Ready to Recover: Now your skin can regenerate and recover after a long day.

How do I use my Day Cream?2021-05-10T21:29:34+02:00

For best results, we recommend you apply your day cream in 4 simple steps.

1. Cleanse: Gently clean your face and don’t dry it afterwards. Make sure to always apply your day cream to damp skin, so your skin can properly absorb your day cream and to avoid pilling.

2. Apply: Apply your day cream evenly to your entire face, neck and décolleté.

3. Massage: Massage from nose to ears, from forehead to ears and from chin towards cheeks. The massage stimulates the blood flow in your skin, allowing your day cream to penetrate your skin deeper and giving you a healthy glow.

4. Ready to Shine: Your skin is perfectly moisturized and protected from harmful influences all day long.

Does aepell offer free shipping?2021-05-24T20:10:06+02:00

You can find all the information about the shipping of aepell products on our Shipping & Delivery page.

Do aepell products contain fragrance ingredients?2021-05-24T08:00:42+02:00

No, aepell products are completely fragrance-free. Fragrance ingredients often cause allergies and skin irritations, that’s why we decided to leave our products unscented. But no worries, all our products have by nature a very pleasant scent.

Can I use multiple coupon codes on one order?2021-05-04T13:03:51+02:00

You can only use one coupon code per order.

Can I combine aepell products with products from other brands?2021-05-24T14:32:48+02:00

The aepell skin care system is designed to cover the needs of your skin and offers you a well-thought-out system for your skin’s daily basic care.
All aepell products go hand in hand and complement each other perfectly. There are no interactions that could reduce the effect or harm the user. If you want to use additional products, you can of course do so.

Are aepell products sustainable?2021-05-24T07:51:04+02:00

Today’s decisions define what our world will look like tomorrow. That’s why at aepell sustainability is one of our greatest goals. We create a personalized routine for you, that matches your individual needs. This way we minimize product waste by eliminating the trial-and-error process you would have to go through to find the perfect product. Further, we only work with suppliers that we trust, with a transparent supply chain. Making sure that all our ingredients are ethically sourced and classified as safe and sustainable. And finally, our packaging is 100% recyclable.

Are aepell products paraben-free, silicone-free, and sulfate-free?2021-05-24T20:20:07+02:00

Of course! We at aepell don’t use parabens, silicones, or sulfates. Further, we manufacture our products only with ingredients of the highest quality, that are non-toxic for humans, animals and our earth. That’s why we can ensure that our products are 100% clean and sustainable. Additionally, we comply with the cosmetic regulations of the European Union (one of the strictest in the world!).
HERE you find a list with ingredients that are not allowed in our products.

Are aepell products cruelty-free?2021-05-24T08:08:11+02:00

Absolutely! We never test on animals all aepell products are 100% cruelty-free. But don’t worry about product safety because we test the safety and tolerability of all our products in our labs. That’s how we ensure compliance to the highest safety standards.

Your personalized skin care concept.

Complete our 3-minute skin quiz to start your journey towards healthy skin.

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