Questions about my account
I want to be kept up to date on all IANNUA news, how do I make that happen?
First of all: thank you for wanting to be part of our universe!
Just sign up for our newsletter by filling out this form so you can enjoy the wisdom and serenity of IANNUA.
How do I create an account?
We look forward to welcoming you to the IANNUA universe!
You can create your account via the website [indicate menu] or you can also create one when placing an order.
How do I change my details?
You can manage all your information using the "My account" section of our website.
I forgot my password, what do I do?
Who hasn't had this happen to them? Don't worry, recovering your password is quick and easy.
Just click on "reset password", enter your email address and follow the steps that arrive in your inbox.
Is my data safe? What’s your data protection policy?
Don't worry, at IANNUA we take care of your privacy, just like we take care of your skin and hair. You can consult our data protection policy here.
How do I delete my account?
Drop us a line at email@example.com with the subject "REMOVE ACCOUNT", and we’ll do so as soon as possible.
Please remember that if you delete your account you’ll lose your order history, favourites, and the perks of being part of the IANNUA universe.
Questions about my order
There was a problem with my order, what do I do?
If upon receiving your order you see that products have been damaged or an item is missing, don't worry. Drop us a line at firstname.lastname@example.org describing the problem, and we’ll do our best to resolve it as soon as possible.
How long will it take for my order to arrive?
There are 2 shipping methods:
- Express delivery: you’ll receive your order within 24h at a cost of €10.
- Free shipping: you’ll receive your order between 48 and 72 hours.
What do I do if I was gone when you tried to deliver my order?
Don't worry. The delivery company will contact you to arrange a new delivery or, if you prefer, you can pick it up at the delivery point that works best for you.
Questions about payment methods
What types of payment do you accept?
You can securely complete your order with the following payment methods:
- Credit card: Visa, Mastercard
How do I use an online gift card or discount code?
- Gift Card: You can use it as a payment method through our website during the last step of your purchase. Just enter the code before finalising your order.
- Discount code: Enter your discount code before checkout and it will be applied directly to your shopping cart.
The payment for my order didn’t go through properly.
I need an invoice.
Questions about returns
Can I make a return?
Yes, you can return items within 90 days of placing your order, by filling out this refund request form [form] and you’ll receive an e-mail with instructions.
Make sure products are well wrapped and their packaging in mint condition.
How long does it take to get my refund?
Questions about rituals and ingredients
I am pregnant or breastfeeding, can I use IANNUA products?
During pregnancy or breastfeeding, we always recommend that you consult a specialist before introducing new products into your routine.
Can I use IANNUA with atopic skin or allergies?
Before using the product, we always recommend doing a patch test, applying a small amount of the product(s) to a tiny, non-delicate area, such as the legs or arms, to detect possible allergic reactions.
If you have any doubts, don’t hesitate to consult your specialist before using the products.
How long do the products last?
Is IANNUA packaging sustainable?
We are also concerned about the planet, which is why we work to make our cosmetics as sustainable as possible on a daily basis.
We are proud to say that most of our packaging is made of glass, and the plastic we use is recyclable.
Is IANNUA cruelty-free?
I have coeliac disease, can I use IANNUA cosmetics? Do they contain gluten?
The presence of gluten in cosmetic and topical products should not be a problem for celiac or gluten intolerant users. However, in case of severe intolerance or allergy, we always recommend that you consult your specialist before using any cosmetic or topical product that may contain gluten or traces of it.
We always recommend checking the product’s INCI before use.
5.1 Which IANNUA products contain gluten?CRÈME DE JOUR PRO-ÂGE SMART AGING contains wheat germ in its formula, so before using it, please consult your specialist.
At what age can I start using IANNUA cosmetics?
Cannabidiol - what is it, and what is it for?
As you know, our cosmetics are enriched with Cannabidiol or CBD. It is an increasingly common natural ingredient in cosmetics, and is used to treat different skin problems such as imperfections and signs of aging, among others.
The CBD we use in our products activates the endocannabinoid system upon direct contact with the skin, promoting wellbeing and naturally restoring our body’s equilibrium. We tell you much more about it in this blog article.