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Whether you're looking for information on a specific product, service, or process, you'll find what you need here. So, if you're having trouble or simply want to learn more, this is the place to start. Browse through the FAQs and discover the answers to your question.
BIODROGA products are made in Baden-Baden Germany. All products are developed and produced on site, under strict manufacturing standards. You can find more about how BIODROGA products are made on the BCG website.
All our products are subject to quality control. Our warranty provides a guarantee against manufacturer defects. The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects. It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
It is safe to use our products while breastfeeding or pregnant, but we suggest consulting with a doctor before doing so.
We utilise a diverse selection of premium essential oils that not only impart a delightful scent to our products, but also possess potent therapeutic benefits. Some BIODROGA products, particularly in the MD range, do not contain fragrances — especially suitable for hyper-sensitive skin.
It is important to note that the effectiveness and safety of our products can be compromised if they are used beyond their expiration date. Therefore, if opened, it is recommended to use our products within the date period listed on the product (side of container) to ensure maximum effectiveness and safety. It is important to keep track of the opening date and use the product accordingly. We recommend storing the products in a cool and dry place to maximise the shelf life.
Finding the right skincare products that suit your skin type and demands can be a daunting task. With so many options available, it can be difficult to know where to start. That's why we have developed a Personalised Skin Quiz to help you identify the products that are best suited to your skin type.
Once you have completed the quiz, you will be provided with a list of products that are specifically tailored to your unique skin needs.
Use our Salon and Stockist Page to find your local retail stockist. Our family of stockists is growing so check back later for additional stockist partners.
For optimal freshness, store products at room temperature and out of direct sunlight.
Every individual product page contains a full list of the ingredients in the product. You can find additional information about our key ingredients on our Ingredient Glossary page.
We’re so sorry to hear this, any order issues should be sent to Customer Service within 2 weeks of your delivery. Please reach out to us via the Contact page and we will be happy to help.
In order to provide the best service to our customers, we generally process orders as we receive them. If you need to cancel your order, please contact us immediately with your request via the Contact page. We will do our best to accommodate your request.
Yes, we offer full and partial refunds. Please enquire for more information about our Refund policy.
You will receive a shipping confirmation email containing a tracking number from us when your order ships. Or to check your order status, log in to your account and view your “Order History.” Once your order has been shipped, please allow up to 24 hours for your tracking information to display. Note: During the holidays and promotions, order processing will take additional time. Questions about your order? Please reach out to us via the Contact page.
Log in to your account to review your order history.
It’s ok! BIODROGA does not include packaging slips in our shipments. Your order number is on the shipping label for reference and to check your order status, log in to your account and view your “Order History.” Need information on returns? Check out the Returns FAQ found on this page.
Due to global supply chain challenges, shipping times could be longer than usual.
Shipping rates can vary depending on your region and are calculated at checkout.
In order to provide the best service to our customers, we generally process orders as we receive them. If you need to change an address, please contact us with your request via the Contact page. We will do our best to accommodate your request.
Yes, we offer free shipping for domestic orders of $150 or greater. Check the cart to see the current deal on free shipping.
Subscription orders receive free shipping after the 1st order.
Yes, we ship our products all over the world. Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
We use all major carriers, and local courier partners. Use the shipping estimator in the cart to check your shipping rates.
All current offers can be found on our Discounts, Offers & Promotions page.
Using a promo code to save money on your purchase is easy! Here's a step-by-step guide on how to use your promo code during the checkout process:
Start by shopping for the items you want to purchase on our website.
Once you have added the items to your shopping cart, proceed to checkout.
On the checkout page, you will see a field labeled “Gift card or discount code”.
Enter your promo code in this field and click “Apply”.
The discount will be automatically applied to your order, and you will see the new total reflecting the savings.
Please note that promo codes cannot be added to an order after it has been placed. They also cannot be applied to a previous order or combined with other promo codes in one order. In most cases, they may only be used once. Additionally, promo codes have no cash value and cannot be redeemed for money.
If you have any issues using your promo code, please contact our customer service team for assistance. We're always here to help.
We sure do! We understand that trying something new can be a bit daunting, which is why we want to offer our customers a little extra incentive to give us a try. That's why we're happy to offer a discount on first time purchases for our valued customers.
Simply sign up for our newsletter in the footer form and you'll receive 10% off of your first order. Not only will you save money on your first purchase, but you'll also be the first to know about our upcoming offers and promotions, so you can take advantage of even more great deals in the future.
When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
A refund request can be submitted within a 30 days after receipt of delivery.
Yes, we offer full and partial refunds. You can find more information about our returns and refunds policy can be found on the Returns & Refunds page, and be sure to reach out to us via the Contact page to request a refund if your order meets the requirements.
We provide product refunds for orders purchased on www.biodroga.com.au only. If you purchased BIODROGA from one of our authorised retailers, please reach out to them for assistance with your return. Stockist/Retailer information can be found on the Find A Salon or Stockist page.
We do! You can purchase a digital gift card on our Gift Card page. Various value denominations and variations are available.
Our Online Store runs on Shopify, which provides a secure shopping experience for its merchants’ customers by keeping their security systems up to date with industry best practices.
Payment Card Industry Data Security Standard (PCI DSS) is an information security standard that organisations must adhere to when handling credit card and debit card information. The Payment Card Industry Security Standards Council created this standard to protect cardholder data used for online payments.
Shopify is certified Level 1 PCI DSS compliant, meeting all six categories of PCI standards:
This compliance is extended to all online stores powered by Shopify.
Absolutely, we offer the convenience of online payments for our customers. Our payment processing system is designed to be quick, simple, and above all, secure. All customer information is protected and kept safe during the transaction process. You can trust that your personal and financial information is handled with the utmost care and attention to security that Shopify provides. We understand the importance of trust and security in online transactions and strive to provide the best possible experience for our customers.
We are happy to offer a wide variety of payment options for our customers. We accept all major credit cards including Visa, Mastercard, American Express and Discover. Additionally, we also accept digital wallet payments such as Apple Pay and Google Pay. These options make it easy for customers to make a purchase quickly and securely. We understand that different customers have different preferences when it comes to payment options, and we strive to accommodate everyone. Whether you prefer to use a traditional credit card or a digital wallet, we've got you covered.
Redeeming a gift card with us is a simple and easy process. During the check-out process, you will be prompted to enter your payment information. Once you have done so, you will see a box labeled "Gift card or Discount." In this box, you will enter the code found on your gift card. Once you have entered the code, the value of the gift card will be applied to your purchase. It's that easy!
If you have any trouble redeeming your gift card, please reach out to us via the Contact page and we will be happy to assist you and ensure that your gift card is properly applied to your purchase.
