FAQ
FREQUENTLY ASKED QUESTIONS

PRODUCTS:

Are the products authentic and where are they produced?
Our products are 100% authentic, sourced from trusted international aesthetic manufacturers or official distributors. All medical devices are CE-certified, and the majority are produced within the European Union, guaranteeing the highest standards of quality and reliability.

What is the expiry of the products?
We guarantee a minimum shelf life of 10 months on all products we supply, with many products offering significantly longer shelf lives. If a product has a shorter shelf life than 10 months, we will contact the customer for approval before shipping.

Do your products come with batch numbers and expiry dates, and do you store them according to the manufacturer's guidelines?
All our medical device products are registered in our system at the batch level, including expiry dates. We follow the FEFO principle and ensure the full traceability of our products. Most medical devices can be stored between 2-25 degrees Celsius during transport and in the warehouse, and we strictly adhere to these guidelines.

Where do you buy your products from?
We primarily buy from official distributors (located in EU countries) and directly from the manufacturers.

What is Parallel Import (PI)?
Parallel import refers to authentic non-counterfeit products imported primarily from intermediaries. The products are authentic, not counterfeit, as they are produced either directly by the brand owner or under licensed authorization. In the European Union, prices of goods and services are determined by the open market and consumer demand, reflecting a free market environment. Additionally, it's important to note that parallel import trade is entirely legal, adhering to regulations.

I would like to sell products to you and become a supplier?
We primarily collaborate with manufacturers and official distributors to ensure quality and authenticity. If you offer aesthetic medical products and skincare, please contact us here and we can explore opportunities to expand our portfolio together.

ACCOUNT:

Do I need to create an account to place an order?
Yes, you need to create an account to place an order with us. You can easily set up an account by clicking here. We look forward to doing business with you.

Why does it take 48 hours to have my account approved?
As a reputable supplier of aesthetic medical devices, we must ensure that we exclusively distribute these products to qualified professionals operating within the aesthetic industry. For this reason, we do a thorough vetting and check of our customers before final approval.

My VAT number is not valid for purchases outside my country (within the EU only)? 
If your VAT number is not valid for cross-border transactions, please reach out to your local authorities. In most cases, they will assist in registering your company as an importer/exporter of goods within the EU, allowing you to proceed with transactions seamlessly.
Check if your VAT number is valid for cross-border transactions here: https://ec.europa.eu/taxation_customs/vies/#/vat-validation 

I forgot my password - what should I do?
If you have forgotten your password, simply click here and follow the instructions to reset it and create a new one.

Can I change the details on my account?
Please contact us here, if you would like to change any details on your current account.

Where do I find my account information and invoices?
To access your account information and invoices, simply log in to your account and click on your initials or profile icon. Within this section, you'll find your account details, orders, favorite products, and invoices.

What is an EORI number?
An EORI number (Economic Operators Registration and Identification number) is a unique identification number that is assigned to businesses and individuals involved in the import or export of goods within the European Union (EU). If your business is based in the EU, you must have an EORI number if you trade with countries outside the EU. Similarly, if you're outside the EU and importing into or exporting from an EU member state, you may need an EORI number for customs clearance.

ORDERS:

Is there a minimum order quantity?
We have a minimum order value of EUR 5.000.

Can I add products to my existing order?
If the order has not yet been dispatched from our warehouse, you may add products to your existing order. Please contact us by e-mail if you need to make any changes.

When will my order be shipped?
Due to our large stock, we usually process orders on the same day if the products are available. If any item is out of stock, the typical lead time is 3-5 business days.

What is "Insurance"?
"Insurance" refers to the coverage provided for the products that are shipped using DHL Express. This insurance offers protection and compensation for any loss or damage that may occur to the products during transit. In essence, this insurance acts as a safeguard against potential financial loss, offering reassurance and security throughout the shipping process.

I have a claim – who should I contact?
For any claims, please contact us via e-mail here, and we will address your concerns in accordance with the applicable rules and regulations.

PRICE & PAYMENT:

What currency are your prices in?
Our prices are in EURO (€).

Why can I not see the prices on the webshop?
Kindly log in to your account here to access the pricing information for all products. If you do not have an account yet, we kindly invite you to create one first: create account.

Which payment methods do you accept?
We only accept prepayment via bank transfer.

Do the prices displayed on your webshop include VAT?
All prices shown are exclusive of VAT, and VAT will not be added to the orders.

How do you manage to offer such affordable prices for your products? 
With more than a decade of experience in the aesthetic industry, we have built a big network of leading manufacturers and official distributors. Our high-volume purchasing enables us to offer products at highly competitive prices.

Do I need to pay duties and taxes?
When placing orders within the EU and having a valid VAT number, you will not be charged taxes and duties. 
If you place an order outside the EU, please note that all prices listed are exclusive of any domestic taxes and duties. Therefore, upon arrival of your order at its destination, you, as the importer, may be required by your local authorities to pay any import duties, customs fees, and local sales taxes imposed by the country you are importing to, in order to clear your order through customs. This responsibility lies with the importer, and we advise you to contact your local customs authorities to determine the total landed cost prior to completing your purchase.