Shipping & Returns

Shipping

Shipping Zones & Costs

• Austria: €3.90 flat rate. Delivery in 2-3 business days.
• Germany: €9.90 flat rate. Delivery in 4-6 business days.
• All other EU countries: €9.90 flat rate. Delivery in 4-6 business days.
• Switzerland: We do not currently ship to Switzerland due to customs complexity outside the EU.
• We do not ship outside the European Union at this time.

Free Shipping

Free shipping from 2 Serums - automatically applied at checkout. All Sets and Duos qualify for free shipping.

In-Person Pickup

You can pick up your order at no charge at our institute in Vienna:

Börsegasse 12/EG 1, 1010 Vienna

Available next business day after order confirmation.

Processing Time

Orders are processed and dispatched within 1-2 business days from Vienna. You will receive a shipping confirmation email with a tracking number as soon as your order leaves our warehouse.

Shipping Carrier

We ship with Sendcloud. You can track your delivery in real time using the link in your shipping confirmation email.

Returns & Satisfaction Guarantee

30-Day Satisfaction Guarantee

If you are not satisfied with your serum within 30 days of receiving it, we will refund the full purchase price.

The guarantee applies to opened products - no minimum content requirement. It applies to first-time customers purchasing individual serums (not Sets or Duos).

How to Return

To initiate a return, email us at hello@firstbeautylab.com with your order number, or contact our chatbot here on the website. We will provide you with return instructions.

Refund Processing

We process refunds within 14 days of receiving the returned product. The refund is issued to the original payment method.

Damaged Orders

If your order arrives damaged, contact us at hello@firstbeautylab.com with your order number and a photo of the damage as soon as possible. We will arrange a replacement at no cost to you.

Right of Withdrawal (Widerrufsrecht)

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This is in addition to our 30-day satisfaction guarantee.

To exercise your right of withdrawal, send a clear declaration (e.g. by email) to hello@firstbeautylab.com.

You must return the goods without undue delay and no later than 14 days from the day on which you communicate your withdrawal. You bear the direct cost of returning the goods. We will reimburse all payments received from you, including delivery costs (except supplementary costs if you chose a delivery method other than the least expensive standard delivery), no later than 14 days from the day on which we receive the returned goods.

Payment Methods

We accept Visa, Mastercard, American Express, Klarna, PayPal, EPS, Sofort, Apple Pay, and Google Pay. All payments are processed securely via Shopify Payments. We do not store your payment details.

VAT & Pricing

All prices displayed on our website include VAT (Mehrwertsteuer). No additional taxes or fees will be added at checkout.