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 Community Care Heroes.

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 cream?

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 cream formulation 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 our products and contacting us.

Specifically, this is how it works:

  • Use your customised NØIE product(s) for 30 days

  • If you aren’t satisfied, get in contact with the NØIE Community Care team (hello@noie.com) within 60 days from the day you received your product(s)

  • You tell us about your experience

  • In a dialogue with you, we’ll decide whether to give you a different formulation or refund your money (and don’t you worry - we’re a pretty nice bunch to talk to)

It’s actually that simple - if you aren’t satisfied, we’ll find a solution together. No hidden conditions.

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.

Creams and use
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.

See our Youtube channel for how to use videos.

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.

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, 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?

Oh no! But don't worry, you'll be back in your account in no time. Just follow this link and we will get you set up with a new password.

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 parcels 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.