Customer Service
Contact us
The Cellcosmet Customer Care Team is ready to assist you. Customer Care Hours of Operation Are Monday-Friday 8:00-12:00 AM-01:30-5:00 PM , closed Holidays. Feel free to contact us by phone +41 21 652 95 27 or by email at customerservice@cellcosmet.com or through Our Contact Form.
The Cellcosmet Customer Care Team is ready to assist you. Customer Care Hours of Operation Are Monday-Friday 8:00-12:00 AM-01:30-5:00 PM , closed Holidays. Feel free to contact us by phone +41 21 652 95 27 or by email at customerservice@cellcosmet.com or through Our Contact Form.
Order processing
How Much is Shipping?
Cellcosmet offers free standard delivery. For Switzerland, the express delivery option is at the buyer's expense and amounts to CHF 18.-. Excluding Switzerland, France, the United Kingdom, Ireland, Germany, and Austria, all prices displayed on the website www.eu.cellcosmet.com exclude any tax or import duty. Any additional costs (if applicable) for these taxes and/or import duties on goods and/or services purchased on the website www.eu.cellcosmet.com are the responsibility of the buyer, as well as the standard delivery charges (USD 40.-), offered for purchases of USD 400.- or more on www.eu.cellcosmet.com.
What is the status of my order?
Orders are Processed Monday - Friday, Exception for the Swiss Holidays. Orders are typically processed within 2 business days and shipped within 3-5 Business Days. Ounce your order has shed, you’ll receive an email from customerservice@cellcosmet.com with your tracking information.
How do I track my order?
You'll receive a confirmation email with a tracking link once your order has been shipped out. We love to ship orders out without 2 business days of your submitting them on the website. Depending on the shipping method you selected and your destination address, orders can take 3-7 business days to reach you. If you can’t find the shipment confirmation email, double-check your spam folder or feel free to email us at customerservice@cellcosmet.com or through our Contact Form and we will send a copy.
We also recommended adding us to your contacts in an effort to take additional emails going to spam.
Delivered Order is missing
Please check your front, back and side doors, garage areas, doorman and with neighbors to make sure your package wasn't hidden or delivered to the wrong address. If it has been over 24 hours since your order was marked as delivered, please contact us at customerservice@cellcosmet.com or through Our contact form to help locate your package.
Cellcosmet dues not accepted responsibility for theft or loss of items once delivery is confirmed by our shipping partner.
My item arrived damaged - What should I do?
We’re so sorry to hhear your Cellcosmet order arrived in less than perfect condition. Please email us at customerservice@cellcosmet.com or contact us through Our contact form with your order number and we will work with you to resolve this experience. Additional information may be required.
Shipping & Delivery
Cellcosmet delivers worldwide from eu.cellcosmet.com, except for the United States, China, and South Korea.
Returns
Your satisfaction is important to us. If you are not satisfied with your online purchase, we are happy to refund your purchase price if the return complies with our return policy.
Policy Returns
Only products purchased on the eu.cellcosmet.com website may be returned. We do not accept returns for products purchased through a retailer. Products must be returned in new condition, with purity seals intact, and within 30 days from the date of purchase. Products must also be shied back in original or similar packaging, and packed in a way that maintenance product integrity.
Items returned in non-saleable condition will not be refunded. Example on non-saleable condition are:
We Recommend That You Ship You Return Using An Insured/Traceable Method, and that you retain proof of postage. Additionally, if your order include a gift with purchase, this must also be returned. Products noted as final dirty or non-retortable are not eligible for exchange or return.
Request a Return
Please email us at customerservice@cellcosmet.com or through our contact form with your order number and the email address used to place your order. Upon receiving the returned product(s), a refund will be credited to your original payment method for the price of your product(s) and sales tax (if applicable). All shipping and handling costs are non-refundable. Plots that are return to us remain the customer’s responsibility and a refund will not be given we have received the items. We will contact you within 2-3 business days from receipt of the package to confirm your return has been process. Cellcosmet monitors return activity and reserves the right to deny return that do not meet the return policy requirements, in in case of abuse, or for Items that were re-sens at no cost in a good factor gesture following a report of non-reception.
Policy Returns
Only products purchased on the eu.cellcosmet.com website may be returned. We do not accept returns for products purchased through a retailer. Products must be returned in new condition, with purity seals intact, and within 30 days from the date of purchase. Products must also be shied back in original or similar packaging, and packed in a way that maintenance product integrity.
Items returned in non-saleable condition will not be refunded. Example on non-saleable condition are:
- Unsealed
- Used (with exception of damaged or faulty items)
- Rebalt
- Readed
- Pierced
- Partially Missing Items from GWPS/Exclusive Sets
We Recommend That You Ship You Return Using An Insured/Traceable Method, and that you retain proof of postage. Additionally, if your order include a gift with purchase, this must also be returned. Products noted as final dirty or non-retortable are not eligible for exchange or return.
Request a Return
Please email us at customerservice@cellcosmet.com or through our contact form with your order number and the email address used to place your order. Upon receiving the returned product(s), a refund will be credited to your original payment method for the price of your product(s) and sales tax (if applicable). All shipping and handling costs are non-refundable. Plots that are return to us remain the customer’s responsibility and a refund will not be given we have received the items. We will contact you within 2-3 business days from receipt of the package to confirm your return has been process. Cellcosmet monitors return activity and reserves the right to deny return that do not meet the return policy requirements, in in case of abuse, or for Items that were re-sens at no cost in a good factor gesture following a report of non-reception.
How long does the return process take?
Refunds will be credited to your original payment method for the price of your product and sales tax, if applicable. Depending on your banking institution, refunds are credited back to the original payment method within 7-10 business days upon our receipt of the product.
Payment Authorizations
All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. Your payment method will be charge automatically on the date the order is processed.
What forms of payment do you accept?
We accept American Express, Visa, Mastercard, Diners Club, Apple Pay, Google Pay, Shop Pay, TWINT and Paypal.
Do you charge sales tax?
The sales tax is included in the price displayed on eu.cellcosmet.com.
FAQS Products
Are Cellcosmet Products followed for all skin types?
We create tailored solutions for every skin type, include sensitive ones. They are formulated to provide personalized solutions for your specific skin needs. Explore our different products and formulas for men and women, designed to work alone and synergistically to sweetness your specific requirements.
For personalized skincare recommendations, feel free to reach out to our live cat consultants. They can be available Monday to Friday, from 8 am to 12 am and from 1:30 to 5 pm during regular business hours.
Can I use Cellcosmet if I have sensitive skin?
Yes, Cellcosmet Products are tested for sensitive skin.
Are Cellcosmet Products followed for all skin types? Does Cellcosmet avoid the known ingredients that are irritating and cause inflammation for sensitive skin?
Everyone's skin is unique and skin can negatively react to any ingredient. For this reason we display the full product ingredients within the product page of our website to enable customers to make an informed choice before purchase. Even the most 'gentle' ingredients may potentially cause a reaction in certain people's skin so we recommend patch testing a small ament of the product on the inside skin of the wrist are to ascertain its compatibility. As always, check with your doctor if you still have concerns.
How do I find the product that are right for me?
You can shop our products by specific skin concern (i.e., fine lines and wrinkles or firmness and elasticity), by specific product category (i.e., cleansers, moisturisers or serums), consult with our customer service .
Are you cruelty free?
yes, Cellcosmet is committed not to conduct - nor be involved in - any testing on animals. The same is true for the suppliers of the ingredients used to formulate our exclusive Cellcosmet products.
Cellcosmet is compliant with Swiss and European legislation, which completely bans any testing on animals. This ban is also applied to the majority of countries outside of the European Union.
Where can I find a list of your ingredients?
The Ingredient List (Inci) can be the product page of our website or on the packaging of every product.
Cellcosmet has partnered with clearforme to provide transparency and education on our list of ingredients by product. To learn more about the ingredients in Cellcosmet Products, click on the see full ingredient list button on the product pages.
Cellcosmet Products are formulated without:
Phthalates
Sulfates
Ethanol Alcohol
Silicones
Microplastics
Methylisothiazolinone
Artificial Coloring
Do you use parabens?
All Cellcosmet Products are formulated without parabens with the exception of the Gentle Cream Cleanser and CellTeint. In these instances, we only use short-chain parabens that are described as safe for use in accordance with the regulations.
The European Commission and FDA authorize and guarantee the safety of parabens when their presence do not exceed 0.8%. Gentle Cream Cleanser and CellTeint containing parabens have maximum concentrations of 0.3% and 0.15% for the minimum concentration. We have made a commitment to stop using parabens.
Are Cellcosmet Products comedogenic?
Cellcosmet Products are developed and tested using non-comedogenic criteria.
Are all Cellcosmet Products dermatologist tested?
All Cellcosmet Products are dermatologist tested.
What does the CI index mean?
The Cellcosmet Cellular Index (CI) is a scale which represents the level of protein concentration of CytoPep ™ Cellular Extracts + active ingredients in products. The higher the CI, the higher the concentration and revitalising power of the formulation. If you have questions, please email us at customerservice@cellcosmet.com or through our contact form.
What does percent of natural origin mean?
Natural origin means that Cellcosmet ingredients are source from plant origin, marine origin or from biotechnology which is from biologic origin.
Can I use Cellcosmet Products if I am pregnant?
There are no contraindications to the use of our product for face care during pregnancy. All our products are evaluated and validated by a toxicologist who includes the period of pregnancy during its evaluation.
Our products with a contraindication to their use during pregnancy or breastfeeding are: CelluTotal-XT, CellBust-XT.
Although a toxicological evaluation assures us of the safe use of our products even during pregnancy, we advise avoiding the use of the following products during pregnancy:
Precious Mask is very rich in clays which can be too purifying at a time when the skin may tend to dehydrate more quickly and be more sensitive, hence the recommendation of the anti-stress mask instead.
Activator Gel contains Terpene-Rich (plant) Essential Oils. A heightened sensitivity to essential oils can occur during pregnancy. We recommend each consumer to consult with their medical professional.
Precious Mask is very rich in clays which can be too purifying at a time when the skin may tend to dehydrate more quickly and be more sensitive, hence the recommendation of the anti-stress mask instead.
Activator Gel contains Terpene-Rich (plant) Essential Oils. A heightened sensitivity to essential oils can occur during pregnancy. We recommend each consumer to consult with their medical professional.
What is the shelf life of Cellcosmet Products?
Cellcosmet will no long publish expiration dates on the packaging of the Products. We have implemented a new processes for all products shipped to the us to monitor customer orders by Lot#/Batch# to secure fresh Products being delivered to the consumer.
The shelf life is known as the “Period After opening" and can be easily identified by the Pao symbol on the package. The symbol can be recognized as the shape of an opened jar, and will have a number inside; 12m is 12 months, and 24m is 24 months, etc. Once opened the product should be used in this period, as after this time the efficacy of the product will deteriorate.
If you have any additional questions looking expiration please contact Customer Service with your lot#/Batch#.
How am I able to authenticate a Cellcosmet Product?
Products purchased from eu.cellcosmet.com or from one of our authorized retailers are guaranteed authentic.
Will my product melt/freeze in certain temperatures?
If your Cellcosmet Product is subjected to excessive heat or cold for periods of time, it will not impact the product’s efficient, although it may result in a change in texture. However, extended exhibition may cause a product to be less effective.
Why did the product packaging change?
We are advancing our packaging to align with Cellcosmet's commitment to sustainability. This update will refine the outer carton and select primary product components while preserving the trusted formulas you rely on for cellular revitalization. Rest assured, the product's content and quantity remain unchanged. This enhancement makes our packaging lighter and more eco-friendly, reducing waste without compromising quality.
More questions
If your issue is not covered in any of the points above, please get in touch with us via email at ustomer.service@cellcosmet-cellmen.com or through our contact form.
Shopping promotions
3 samples of our precious skincare products offered with every order, as well as standard delivery charges for Switzerland, France, Germany, Austria, the United Kingdom, and Ireland, and for international orders starting from USD 400.- purchase.