FAQ

Got any questions? Then you’ve come to the right place. Take a look at the most common questions and answers here, and if you can’t find what you’re looking for then feel free to reach out to our Care Advisors.

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About NØIE
What does NØIE mean?

NØIE is Danish and means careful, accurate, and meticulous, which reflects our approach to taking care of your skin. NØIE is pronounced like "noiy" ... but you can also just say it however you want to, we don't mind!

Who selects my products?

Actually we all do. Our algorithm works with over 820,000 pieces of feedback from over 150,000 people living with troublesome skin, and from that it picks the formulation(s) where you have the highest statistical chance of seeing results. And you know what? For every piece of feedback that we get, the algorithm gets even more precise. So the more you put in, the better the recommendations you get.

What is a Skin Profile?

Once you’ve taken the NØIE skin test, you get a Skin Profile. 
Your Skin Profile is the result of a lot of stuff (data stuff that is): It combines the answers from your skin test with extensive scientific research and vast amounts of feedback from our community.  
In other words, it’s a lot (like a lot a lot) of data, all condensed into one Skin Profile represented by 3 numbers. 
These 3 numbers are actually coordinates that represent your specific placement within the NØIE universe, consisting of thousands of other NØIE users. 
That means your Skin Profile is defined within a community of other skincare users, some with similar skin to yours and some with completely different skin traits. 
And just like skin changes, your place within the NØIE universe may change over time - and your Skin Profile coordinates accordingly. That can happen due to two things: Either because you’ve retaken the skin test or because feedback from the community has made us even smarter about your skin’s needs. 
The great thing about that is that your feedback directly affects other NØIE users. You’re not only making your own skin better, you’re helping an entire community getting better skin.

What is your Skin Improvement Guarantee?

We know what you’re thinking: “Yet another skincare brand promising the world.”

And you know what? We don’t blame you. That's why we have our Skin Improvement Guarantee.

In fact, all of our products are covered by our Skin Improvement Guarantee. And to be eligible for it, you have to do nothing else besides using your products and contacting us if you're not satisfied after 30 days of use.

Read more about the Skin Improvement Guarantee here.

Is my data safe?

We are so thankful that you trust us with sensitive data, and in some instances pictures, on your skin. Rest assured that we handle your information with the utmost care. We are based in Copenhagen, which means that we follow all GDPR regulations when handling health data. We are also compliant with the Danish data regulations which are even stricter than those of the European Union. Data can be a bit of an overwhelming and scary topic so, to sum up, you are in the very best hands and we treat all your personal data carefully, accurately, and meticulously - NØIE by name, NØIE by nature.

You can read our entire cookies and privacy policy for more details.

Will you diagnose a specific skin condition?

Due to regulations NØIE will not diagnose your skin. We are also under no circumstances an alternative to the advice given by health professionals. We believe in moisturisers as the first line of treatments for various skin conditions, but if in doubt always talk to your health professional.

All about our creams
What do you mean when you say the cream is customised?

Each group of people who share a similar skin profile have a few specific formulas, which our algorithm allocates to them. We constantly monitor and tweak your group's formulas based on the insights we generate on how specific ingredients work for different types of skin and symptoms, meaning that the formula you receive is statistically very likely to improve your skin.

Product recommendations are made for you personally. So keep in mind that your cream might not have the desired effect on other people's skin.

Does NØIE contain steroids or hormones?

Absolutely not. Not now, not ever.

Are your creams friendly enough for sensitive skin?

They are very friendly indeed. We don't put anything in the creams that doesn't deserve or need to be there. Our creams are free of perfumes, and colourings - plus they are completely vegan, and we don't test on animals.

Does my NØIE cream contain perfume?

Nope and it is completely neutral in its fragrance.

I have very sensitive skin. What if it reacts badly with my NØIE creams?

If you get any unwanted reactions, then stop using the cream and seek medical advice immediately. NØIE isn't designed to handle medical emergencies, but we do our best to support you as we follow high standards of pharmacovigilance. If you need urgent assistance, then we recommend you to get in contact with a local healthcare professional.

How often should I use NØIE?

Our skin is very unique to each of us, so there is no simple answer to that (if only!). As a general rule of thumb, we recommend that you include your cream(s) in your daily skincare routine and use them at least once per day.

How long will it take before I start seeing results?

No cream is a miracle cure, and it will take patience and consistency to start seeing results. Our users with eczema, psoriasis and dry skin generally report a difference in their skin after around 4 weeks of using NØIE. For users with acne the process can take a little while longer - up to 5 weeks. This is primarily due to the fact that these users may have impurities in the lower layers of their skin, and the active ingredients in their cream help clean out these impurities.

That said, we're all different so how long it takes for you may vary, but our promise to you is that we won't give up until you start seeing the results you're hoping for. You can read more about our Skin Improvement Guarantee above in the 'About NØIE' section.

Can I use your creams everywhere?

The short answer is yes! We have created two different products: a body cream and a face cream. Both creams are so pure that you could use them everywhere on the outside of your entire body, but for the best results we recommend that you use the face cream for your face and the body cream for the rest.

Is it safe to use my customised product while pregnant?

Yes. As proven by our external safety assessments and laboratory tests, we are 100% confident in saying that it's perfectly safe to use NØIE during pregnancy. But we always recommend that you read the label to see if your cream contains ingredients you have known allergies towards (whether you are pregnant or not).

Is it safe to use my customised product while breast feeding?

Yes. As proven by our external safety assessments and laboratory tests, we are 100% confident in saying that it's perfectly safe to use NØIE while breast feeding. But we always recommend that you read the label to see if your cream contains ingredients you have known allergies towards (whether you are breast feeding or not).

Is it safe to use for children and newborns?

Yes. As proven by our external safety assessments and laboratory tests, we are 100% confident in saying that it's perfectly safe to use NØIE on both children and newborns. But we always recommend that you read the label to see if your cream contains ingredients your child has known allergies towards.

Patch Test

Patch tests are an easy way to help predict if you may experience a negative initial reaction to a new product. It’s recommended to perform a patch test before using the Face Serum GG-LA. Here are the easy steps to do your own patch test:

  • Pick the area of your skin that is discrete and easily hidden. We recommend the inner side of your wrist or the inside of your elbow.
  • Onto a clean area of skin, apply a small amount of the product. 
  • Keep the area dry.
  • If after 24 hours, you don't see any reaction, you can go ahead and use the product. Rinse off after 24 hours.
  • If your skin turns red, itchy, or you feel a tingling or burning sensation, it’s likely you’re allergic to the product. Rinse off the product with soap and water, discard the product and don’t use it. Contact our Customer Care Team at hello@noie.com
All about our cleansers
Why is my cleanser not foaming?

You may experience that some of our NØIE cleansers aren’t foaming when you apply them - for example the soft balm and micellar gel. They don’t foam because foaming cleansers tend to dry out the skin, which we don’t want our cleansers to do. 

Instead, we’ve chosen to focus on developing cleansers that are moisturising and gentle. Also, we don’t want our cleansers to strip the skin for its natural oils that help protect and uphold a healthy skin barrier.

How do I use my cleanser?

How to use your cleanser depends on a number of things: your skin type, your skin concerns, and of course, the cleanser you’ve been recommended. 

You can see how to use your specific cleanser (and the rest of the products) at the page with product recommendations on your NØIE profile. 

Why can’t I use my NØIE cleanser around the eyes?

The skin around the eyes is often more sensitive than the rest of your face. That’s why we don’t recommend using your cleanser around the eyes to avoid a negative reaction to the skin. 

My skin feels greasy after using my soft balm cleanser, is that normal?

If you’re used to using a foaming cleanser, our soft balm cleanser will feel a bit different since it has more of a creamy texture than you’ll normally see in a cleanser. We recommend that you rinse off the soft balm cleanser with water after cleansing your face with it. 

You can also wet your face before using the cleanser. It’s not meant to leave a greasy feeling - only a moistened feeling.

Why do you recommend rinsing with water after cleansing?

We recommend rinsing with water to remove all of the cleanser to avoid any irritation to the skin. 

Why does my skin feel dry when I use the jelly cleanser?

Foaming cleaners can dry out the skin more than non-foaming cleaners. Make sure to rinse off all the product to avoid irritation in the skin and follow up with moisturiser. 

Why doesn’t the cleanser remove makeup?

Our cleansers are made to cleanse the skin, leaving it completely clean before applying moisturiser, which is why the cleanser isn’t made to remove makeup. If you want to use your cleanser as a makeup remover, we recommend double cleaning with an oil cleanser as the first step. 

Why am I recommended a different type of cleanser than the one I’ve listed as my preferred type in the test?

If you’ve been recommended a different type of cleanser than the one you’ve listed in the test, it is most likely because the type of cleanser you’ve listed as your preferred cleanser isn’t the best for your skin type or the skin concerns you’ve listed in the test. 

We always want to provide you with the best solution for your skin, and that’s why your recommendations are based on which ingredients are thought to be best for your skin.

All about our sunscreens
Should I use both face cream and sunscreen?

There aren’t any SPF in our NØIE Face Creams. We always recommend using both Face Cream and sunscreen. Apply face cream first, wait for it to absorb, and then apply sunscreen.

Do I need to use sunscreen during the winter?

Sunscreen should be applied all year round, since UV rays are always there and go through both clouds and windows. 

Do I need to use sunscreen when I’m staying inside?

We recommend always using sunscreen, also when you’re staying inside. This is due to the fact that the sun’s UV rays go through windows, meaning you’re also at risk for exposure to UV rays even when being indoors.

How do I apply sunscreen over my makeup?

We recommend cleansing your face in the morning, then apply your moisturiser, wait for about 10 minutes, and then apply sunscreen. When the sunscreen is absorbed into your skin, you can apply your makeup. 

Applying sunscreen over your makeup can be difficult. We recommend patting your sunscreen on top of your makeup, either with your hands or with a synthetic makeup sponge. However, you won’t achieve the same level of protection from the sun when applying sunscreen on top of makeup as you would applying directly onto the skin. 

What UV filters do you use in the sunscreens?

We use chemical filters in our sunscreens. The chemical filters that we use (like Octyltriazone and Iscotrizinol) are environmentally friendly og coral reef safe. Besides that, chemical filters don't leave a white cast on the skin, making it great for all skin tones. 

Lastly, physical filters are often formulated with Alcohol Denat, which can be irritating for the skin and even dry it out. The filters in our sunscreens are oil soluble and are formulated to suit all skin types - even sensitive skin.

What’s the difference between SPF 30 and SPF 50?

The SPF number indicates how long the sun’s UV rays would take to produce a slight redness on your skin when you’re using the product as indicated on the package, in relation to how long it would take if you didn’t use the product. In other words, with SPF 30 it would take 30 times longer to get red than if you didn’t use SPF at all. 

SPF 30 allows about 3% og UVB rays to hit your skin, while SPF 50 only allows about 2% of the UVB rays to hit your skin. It might seem like a tiny difference, but in reality, SPF 30 allows 50% more rays to hit your skin than SPF 50. Usually, SPF 30 is said to block around 96% of UVB rays, while SPF 50 blocks around 98%. 

Remember to always be careful when being in the sun - even when wearing sunscreen. Sunscreen can create a false sense of safety towards the sun and typically people tend to stay out in the sun for longer periods of time, because they think they’re protected against the sun. 

When it comes to sun protection - more is more. Always wear a little more than a little less, and remember to reapply during the day (every 2-3 hours). 

There’s SPF in my face cream - is that enough?

The short answer is no. Most studies point to the fact that you won’t achieve the necessary protection from SPF in your Face Cream. Here’s why: 

  • Face Creams aren’t applied as thoroughly as a normal sunscreen
  • Face Creams aren’t applied as often as necessary (you should reapply every 2-3 hours)
  • The indicated amount of SPF in the face cream doesn’t have the expected effect when actually being used


Sunscreen in Face Creams and makeup is, as a rule of thumb, not enough to protect you an entire day, unless you apply it several times during the day and in the right amount.

Our stance is that Face Creams and sunscreens are two different types of products that should be used separately and according to need. 

Why do we recommend SPF 30 as a minimum?

We always recommend the highest possible protection against the sun. However, you should be aware that twice the number of SPF doesn’t mean twice the amount of protection. SPF 30 blocks around 96% of the sun’s UVB rays, while SPF blocks around 98%. 

Why is there oil in my sunscreen?

The filters that we use in our sunscreens are oil soluble. We chose those filters in order to create sunscreens that are the closest to Face Creams in terms of texture, so you don’t necessarily have to wear your Face Cream underneath.

Also, the oil soluble filters allow us to create sunscreens that are moisturising and don't dry out the skin.

Is my sunscreen safe for the environment?

Yes. All our sunscreens are reef-friendly certified by BIORIUS.

We formulated all our sunscreens with chemical filters (like Octyltriazone and Iscotrizinol) that are safe for the environment. Of course, we also made sure to not use any nanomaterials and ingredients or preservatives that are toxic to coral reefs. On top of that all our sunscreens are very water resistant. 

Read more about the certification criteria here

Besides being safe for the environment, our sunscreens are (of course) also safe for your skin. All our facial sunscreens are tested and approved non-comedogenic, therefore completely suitable even for users with acne-prone skin.


Why did we choose this specific sunscreen certification?

Historically and unfortunately still today, some sunscreens contain ingredients that can damage coral reefs. We consciously choose ingredients known to not harm aquatic life when formulating your sunscreens. 

We wanted you to be extra comfortable about your sunscreen being safe for the environment, which is why we decided to externally verify it. There are numerous certification bodies out there following more or less the same criteria. We chose BIORIUS for its long-standing expertise. It follows best practices in assessing sunscreen formulations in line with environmental safety regulations of the Hawaii reef bill. 


Subscription
Can I unsubscribe anytime?

Sure! We’ve made a subscription service to make it easy for you to get your products before you run out of your old ones. We’ll never bind you to anything and you can cancel your subscription any time.

Can I decide how often I want to receive my products?

Absolutely! Your NØIE products and your Nøie subscription are both customised to you and your needs. We’ll help you with a recommendation of how often we believe you need a refill. But it’s completely up to you. And you can change it whenever you want. Easy as that!

What if you’re about to send me my products, but I haven’t used up my current ones?

If your current products aren’t used up you can always change the delivery date for your next order. We’ll send you an email three days before we ship your order. This way, you have time to change which products you want, your preferred delivery date. or cancel the order if you don’t need it this time around. You can change one specific order up until the day before it’s sent.

Why choose subscription?

Want to avoid running out of your favourite skincare so you can continue your journey towards healthier skin? And avoid even thinking about repurchasing it?

With a subscription we’ll send you your products when your current ones are running low. That way you can concentrate on much more important things.

Here's the pros of choosing subscription:

  • Always free shipping for subscription orders
  • You can choose how often you want your delivery
  • Cancel anytime
  • Pre-access to launches
The practical stuff
Which payment methods do you accept?

We currently accept Visa, Mastercard, PayPal, MobilePay, iDeal, Trustly, and ApplePay, but we're always looking for new payment methods that are most convenient for you. If there's a method that we don't currently support that you would like to see, let us know.

How long will it take to get my cream?

For express shipping, we use DHL and UPS who will ship your cream directly to you within 1 - 3 business days. For orders over €55 we offer free shipping, which will be delivered by your national postal service and takes 3 - 7 business days. In Denmark, we use DAO365 and GLS who usually delivers within 1 - 3 days.

What is your return policy?

All our creams are customised and bottled just for you. That means that we can't take them back unless you've received a damaged product. If you received a damaged product, please get in touch with our customer heroes who will help out.

However, our promise to you is that if you don't see a skin improvement after using the cream then we will work with you to find a new formula and send it to you free of charge. You can read more about our Skin Improvement Guarantee above in the 'About Nøie' section.

I forgot my password! What do I do?

Instead of logging in using a username and password, you'll now have to login via your email (and therefore not having to worry about forgetting your password). Simply go to this page, insert the email you've used to create your NØIE profile with and you'll receive an email with a link from which you can login.

How can I contact you?

If you didn't find the answer that you were looking for in this FAQ, then you're very welcome to contact us any time. Currently, our lovely Service Heroes can answer in English and Danish, but we hope to cover more languages soon.

Can I track my order?

Yes, you can. We want shipping to be as easy for you as possible, so if you dig into your inbox and find the shipping confirmation that we sent, then you'll find the tracking link there. If you have any issues at all, then contact us here.

How much is delivery?

The shipping price varies depending on your choice of delivery method and destination. The shipping price will always be specified at checkout. On orders over €55, we offer free shipping with our tracked postal service, which is delivered by your local national carrier as you know it.

Due to the new custom regulations countries who aren’t an EU member such as Norway, Northern Cyprus and the UK might get charged a custom fee. The fee ranges from around 16-25 % of the parcel's value.

Where do you ship to?

We currently deliver to: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Republic of Cyprus, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. We are always working to expand our shipping destinations. So stay tuned.

I want to order a cream for someone else - is that possible?

We’ve made it easier for you to order customised skincare for all your loved ones. You can create skin profiles for multiple people under one login and save the skin tests you fill out on behalf of someone else.

1. You’re already a NØIE-user, so you have a skin profile Log in to your skin profile in the top right corner of www.noie.com as you normally would when ordering. When you’re logged in you’ll find your profile, which is where you’ll also be able to create one for your husband, wife, daughter, friend, mother, child or whomever might need skincare customised for their skin.

2. It’s the first time you’re buying, so you don’t have a profile yet: Take the skin test on behalf of yourself or the person you want to order for. When you get the recommendation of your customised skincare you’ll be able to add more profiles in the Overview-tab on your profile.

Can I refer a friend?

You bet. And you'll both benefit from that: If you refer a friend, you can give them €14 off their first order and receive a €14 discount code for yourself.

And the best part? You can refer as many as you like. There's no cap on the discount codes you're eligible for. Or maybe the best part is that you'll both save money and hopefully get better skin.

You'll get the discount code(s) once your friend(s) has completed their first purchase purchase. Your friend(s) needs to be a first-time customer at NØIE.

How to: You can send your friend(s) an email with a direct link or you can copy your personal referral code and paste it somewhere handy. Pro hack: Could be you Instagram bio or a direct message on text/Messenger/WhatsApp (if you're not that much into email).

Read more here.

How do I cancel an order?

If you need to cancel your order please write us an email at cancel@noie.com with your order number before 2 pm CET on the day of the order or the next business day, if you’ve placed an order after 2 pm CET.

Didn't you find the answer?
CONTACT OUR CARE ADVISORS