FAQ's
Which countries do you deliver to?
We currently deliver to the Czech Republic, Italy and Slovakia. If you are considering delivery to another country, please contact customer service.
What delivery options do you offer?
Orders with delivery to the Czech Republic: choose from delivery to a pickup point (Z-point) or delivery to an address (GLS or PPL).
Orders with delivery to Slovakia: choose from delivery to a pickup point (Z-point) or delivery to an address (GLS).
Orders with delivery to Italy: delivery to an address (GLS).
What payment methods do you use?
Orders with delivery to the Czech Republic: choose from debit or credit card, bank transfer, cash on delivery.
Orders with delivery to Slovakia: choose from credit card, bank transfer (This is a cross-border payment to the Czech Republic in EUR. This means you need to enter the beneficiary’s account number in IBAN format and the bank code in SWIFT/BIC format. These details can be found in the order confirmation.), or by cash on delivery.
What currency can I use to pay for my order?
Orders with delivery to the Czech Republic are paid in CZK. Orders with delivery to Slovakia are paid in EUR.
Are online card payments safe?
Yes, online card payments are secure and encrypted. ComGate Payments, a.s., the provider of our payment gateway, is a licensed payment institution operating under the supervision of the Czech National Bank and the Ministry of Finance of the Czech Republic, and is certified according to the Payment Card Industry Data Security Standard (PCI DSS).
Can I redeem Sodexo or Edenred vouchers?
We do not accept Sodexo or Edenred vouchers yet.
Is personal collection possible?
We do not currently offer the option of personal collection.
How do I contact customer service?
You can contact us via the contact form on our website, email hello@iuvenio.com or phone +420 731 271 431 (phone available on working days from 9 am to 2 pm).
When can I expect an answer to my query?
We will respond to your queries within 48 hours. We usually try to answer immediately.
Where can I get advice on choosing the right product for my skin?
We will be happy to advise you on the choice of cosmetics. Please contact customer service.
When will you dispatch my order?
Orders paid by credit card, bank transfer or Twisto are usually dispatched the day after the payment is credited to our account. Cash on delivery orders are usually dispatched the day after receipt of the order.
Payments made by debit or credit card or Twisto are usually credited to our account shortly after they are made. Payments made by bank transfer are usually credited to our account within 2 to 3 working days after they are made.
When will my order be delivered?
V In the Czech Republic, orders are usually delivered the next working day after being received by the carrier. In Slovakia, add one working day more.
You can track the delivery status of your order via the link provided.
I need to modify my order. What should I do?
Please contact customer service. Be sure to include your order number and contact details.
Unfortunately, I have to cancel my order. What should I do?
We’re sorry you have to cancel your order. Please contact customer service. Be sure to include your order number and contact details.
The contents of the package are damaged. What should I do?
We are sorry that your order arrived damaged. Please contact customer service. Be sure to include your order number and contact details.
What should I do if my favourite product is out of stock?
We do everything we can to prevent this, but it can still happen. Find out the expected restock date in the product details.
How and where are IUVENIO cosmetics produced?
Our cosmetics are produced in the Czech Republic, exclusively from high quality and proven ingredients from reputable suppliers. All of our products have been thoroughly tested before they are launched. We always put quality and safety first.
Can allergic reactions occur?
We develop our products to be as skin-friendly as possible. Nevertheless, we cannot completely rule out the possibility of adverse reactions. If they do occur, we recommend that you stop using the products.
With very dry skin, you may experience a temporary tightening sensation after applying the NANO or CROSSLINKED serum. If this happens, we recommend following up with moisturiser to improve the skin’s surface hydration.
Do not use our products if you have hypersensitivity to any substance. Please pay close attention to the product ingredients before purchase. The complete composition of all our products can be found on our website in the details for each product.
Are your cosmetics suitable for vegans?
Yes, our cosmetics do not contain any collagen or other substances of animal origin. The hyaluronic acid contained in our products has been produced in a biotechnological way (i.e. it is not of animal origin).
Are IUVENIO products tested on animals?
No way! We only test products on humans.
Can I establish business cooperation with IUVENIO?
If you are interested in business cooperation, please contact us at info@iuvenio.com.