Mineral power for stressed skin – your most important questions

What exactly is the 21-mineral complex?

At its core lies water that has lain protected deep in northern Germany for over 400,000 years. It is naturally rich in various minerals and trace elements. From this water, our mineral formula is created, comprising a total of 21 components, which is present in all our products.

Instead of overwhelming your skin with dozens of active ingredients, we rely on this clear mineral mix plus a few carefully selected ingredients. This way, your skin gets what it needs – without unnecessary bulk.

01

Why is this water so interesting for sensitive skin?

If your skin is prone to neurodermatitis, psoriasis, eczema, or simply excessive dryness and redness, it often reacts to even the smallest things. That's precisely why our skincare products are formulated with a deliberately minimalist approach:

  • Minerals and electrolytes support your skin barrier.
  • The recipes contain no perfume or unnecessary irritants.
  • Your skin gets a break instead of more "input".

Many report that their skin feels less tight and appears calmer overall. Every skin reacts differently – but our focus is clearly on sensitive, easily stressed skin conditions.

02

Does your skincare product help with neurodermatitis, psoriasis, or eczema?

Our products are not medicine and do not replace treatment by a dermatologist. This is important.

But what we can say is that many people with neurodermatitis, psoriasis, eczema, or generally very sensitive skin use our products because they

  • without perfume*, parabens and microplastics.
  • work with a clear, mild mineral mix
  • Avoid irritating additives as much as possible.

For you, this could mean, for example: less tightness after washing, a more pleasant skin feel in everyday life, or a scalp that's less irritable. We don't promise miracles – but we do everything we can to ensure your skincare is as gentle and reliable as possible.

If you have a diagnosis, it's always best to briefly discuss new products with your dermatologist.

  • Exceptions are the nettle me softly shampoo and our two deodorants, sweet&sweetless and herb your enthusiasm.

03

How does your mineral mix support my skin barrier?

Your skin barrier is like a small protective coat. If it's stressed, your skin quickly feels dry, rough, itchy, or irritated.

Our water with 21 minerals can be beneficial on several levels:

  • Certain minerals play a role in skin regeneration processes.
  • Your skin surface may feel smoother and less rough.
  • A more relaxed barrier can retain moisture better.

In combination with our gentle formulas, this means: your skin has to “fight” less and has more opportunity to regain its balance – especially if it is already prone to neurodermatitis, psoriasis or irritations.

04

Does the 21-mineral complex only make sense for skin diseases?

No. You don't need a diagnosis to benefit from our mineral mix. Many who use our products are familiar with this in particular:

  • skin that quickly feels tight and looks dry
  • Redness occurs as soon as a product has too much perfume or "action".
  • scalp that reacts to every new shampoo with itching

Our skincare is designed to feel calm, gentle, and reliable – whether you "only" have sensitive skin or also deal with neurodermatitis, psoriasis, or eczema. You'll receive a clear foundation you can rely on every day.

05

Why do you focus on deliberately reduced formulas and not on as many active ingredients as possible?

For sensitive skin, less is often more. The longer the ingredient list, the greater the risk that something in it will trigger your skin.

Therefore, our approach is:

  • a strong mineral core as a base
  • only as many additional ingredients as are truly necessary
  • no perfume, no unnecessary frills

This way you know exactly what your skin is coming into contact with. If it's already dealing with neurodermatitis, psoriasis, eczema, or chronic sensitivity, your skincare shouldn't be another stress factor, but rather a calming counterpoint.

06

Do I have to completely change my routine if I use your products?

Not at all. It often makes sense to start with a building block that you use daily – for example:

  • The skincare duo if you want to soothe and gently care for your skin
  • The 2-in-1 all-around body soap for face and body
  • or the nettle me softly shampoo, especially if your scalp is causing problems.

If you notice that your skin tolerates it well, you can gradually add other products. This way you maintain an overview, notice exactly what works for you, and gradually build a routine that strengthens your skin barrier instead of further irritating it.

07

Which product will really help you – a direct comparison of skin conditions

Which product is suitable for my skin type?

First and foremost: you don't need to be able to perfectly categorize your skin type to find the right product with us. You can use the following as a rough guide:

  • You generally have sensitive, easily irritated skin.

    → Start with spray + cream as a base. The spray brings freshness and soothing relief, the cream provides you with moisture and protection.
  • You mainly struggle with dry patches on your face or body.

    → Cream as a daily base, supported selectively by a concentrate or an acute roller for “problem areas”.
  • Your skin is fairly normal, but it gets red or tight quickly after showering.

    → The 2-in-1 body soap is a very good starting point. It cleanses gently and replaces classic shower gel and facial cleanser.
  • Your main issue is scalp (itching, tightness, dandruff)

    → Here you are best served with the nettle me softly shampoo.

If you're unsure, a combination of cleansing and moisturizing (for example, soap plus spray/cream) is usually the best start. This way, you give your skin a gentler approach in both steps.

01

Which products are particularly popular for neurodermatitis, psoriasis, or eczema?

Our products are not medicine, but many people with neurodermatitis, psoriasis or eczema repeatedly resort to the same basics:

  • Spray for a quick burst of freshness and a calming feeling in between.
  • Cream for daily care and protection of the skin
  • Acute roller or concentrate for the areas that are particularly irritating
  • 2-in-1 whole body soap for mild cleansing that does not dry out the skin.
  • nettle me softly shampoo for sensitive, itchy scalp

The common denominator: all these products are deliberately formulated to be mild, fragrance-free*, and with a mineral base that supports your skin barrier. This allows you to relieve the burden on your skin in everyday life – especially when it's already working hard.

*Except for the Nettle Me Softly combination shampoo

02

What is the difference between spray, cream and concentrate/acute roller?

Imagine the products as different "tools":

  • spray

    Light, refreshing, ideal for a quick pick-me-up. Simply spray it directly onto your skin when it feels dry, warm, or irritated. Great for face, body, and on the go.
  • cream

    Your daily foundation. It provides the skin with more intensive moisture and nourishing substances, protects against dehydration, and is perfect after cleansing. For face and body.
  • concentrate / acute roller

    Targeted relief for areas that are particularly irritating – for example, itchy, reddened, or very dry areas. You apply it directly to the affected area and then combine it with your cream if you like.

Together they form a routine that you can flexibly adapt: ​​spray for the quick "ahhh" moment, cream for basic care, concentrate for the "hot spots".

03

What is the 2-in-1 body soap intended for – does it replace shower gel and facial cleanser?

That's exactly the idea. The 2-in-1 body soap is designed so you don't have five different cleaners in your bathroom.

  • You can use them on your face to remove makeup residue, sebum, and dirt.
  • You can wash your whole body with it without that dry, tight feeling afterwards.
  • It lathers up creamily, but is significantly milder than many conventional shower gels.

Especially if you're prone to neurodermatitis, psoriasis, eczema, or generally easily irritated skin, the cleansing step is crucial. This is often where your skin receives its first "blow." With the 2-in-1 soap, you give it a gentler base on which creams and sprays can later build more effectively.

04

Who is the nettle me softly shampoo suitable for?

This shampoo is especially interesting for you if you are dissatisfied with your scalp:

  • Itching after washing
  • dry, tight scalp
  • scaly patches
  • hair that quickly becomes flat, but still somehow looks "stressed".

nettle me softly cleanses gently, without harsh surfactants or a silicone film. The nettle and conditioning ingredients are designed to soothe your scalp while leaving your hair light, clean, and easy to comb.

Many who jump from shampoo to shampoo because their scalp is constantly acting up, stick here because it finally brings less "action" and more peace.

05

Which bundle is the best starting point for me?

It depends a bit on what bothers you the most – here are a few simple starting points:

  • "My skin is generally sensitive, I want a solid base."

    → A care duo of spray + cream is perfect to first feel how your skin reacts to mineral care.
  • "My biggest issue is showering/washing; afterwards everything is red and dry."

    → Grab a bundle with a 2-in-1 body wash plus a moisturizing product (spray or cream). This will take the edge off the cleansing process.
  • "The scalp and skin are both temperamental"

    → A combination of nettle me softly shampoo and a skincare duo (spray + cream) is a good all-rounder.

If you're unsure, a starter bundle of cleaning and care products is usually the best choice. This covers your entire daily routine – without having to commit to a complete product right away.

06

Can I use your products permanently or only in phases?

You can use them continuously without any worries. They are skincare products, not medications – the formulas are designed to support your skin every day.

Many people use the products like this:

  • permanently as a base if the skin is generally sensitive
  • In more intense phases (for example, during flare-ups), somewhat more generously and more frequently.
  • Continue during quieter periods, but perhaps with a slightly smaller product quantity.

If you notice that your skin becomes calmer, more balanced, and less "loud" over time, you've achieved exactly what the skincare routine is designed for. And if you do want to make a change, you can gradually replace individual products instead of everything at once.

07

How to get the most out of your routine – application explained simply

In what order should I best use your products?

To ensure your skin truly benefits from your skincare routine, a clear order is helpful. You can roughly follow this as a guide:

  1. clean
    face & body: 2-in-1 whole body soap

    hair & scalp: nettle me softly shampoo
  2. freshness & calming
    Spray onto cleansed skin (face and/or body)

    Let it soak in briefly
  3. care & protect
    Apply cream while the skin is still slightly damp from the spray.
  4. parts that are extra annoying
    Apply the concentrate or acute roller directly to the areas that are particularly dry, reddened, or sensitive.

That way you have a clear plan: first clean, then soothe, then care, then provide targeted support.

01

What does a simple daily routine with your products look like?

You don't have to overcomplicate things. A typical daily routine might look something like this:

morning

  • Cleanse face with a small amount of 2-in-1 soap.
  • spray on face
  • Apply cream
  • Apply concentrated serum/acute roller as needed

at evening

  • Showering with the 2-in-1 soap for the whole body
  • If you like: wash your hair with Nettle Me Softly
  • Spray + cream again, concentrate where the skin is particularly sensitive.

If you are currently experiencing a more severe flare-up, you can simply use the spray and concentrate more often throughout the day – for example, on itchy areas before you automatically start scratching.

02

How often should I use your products?

That depends a bit on how your skin feels right now – as a guideline:

  • 2-in-1 soap: 1-2 times daily for face, for body while showering
  • nettle me softly shampoo: depending on scalp, 2-4 times per week or daily if needed.
  • Spray: as often as it feels good to you – morning, evening and in between
  • Cream: Apply at least 1-2 times a day to areas that dry out or become irritated quickly.
  • concentrate/acute roller: applied directly to the areas that are currently "noisy".

More important than a strict rule is that your skin should feel better after application, not more stressed. If it reacts very sensitively, it's better to start with a little less product and increase it gradually.

03

When will I notice the first changes in my skin or scalp?

It varies from person to person. Many people report:

  • Immediately after application, the skin feels less dry and tight.
  • After a few days or weeks, she seems calmer and more even overall.
  • After several hair washes, the scalp feels less itchy and irritated.

The crucial thing is that you really stick to your routine. Especially with skin prone to neurodermatitis, psoriasis or eczema, nothing happens "overnight" – but gentle, consistent care can be a strong counterweight to the daily stress on your skin.

04

Can I combine your products with my existing skincare routine?

Yes, that's possible – and often a good way to calmly test how you cope. Here are a few tips:

  • First, replace your cleansing step (shower gel, facial cleanser, shampoo) with our products – this will eliminate many irritants.
  • Then add spray and/or cream as a base.
  • If you have medical ointments or creams from your dermatologist, you can continue to use them in a targeted manner in consultation with the practice.

If you notice that your skin becomes calmer with our products, you can gradually reduce other, heavily perfumed or very “heavy” products.

05

What should I do if my skin reacts unusually at first?

Sensitive skin sometimes reacts to even the slightest change – even if it's supposed to be mild. If you feel it's reacting unusually at first, you can try this:

  • Introduce products one at a time: first cleaning, then care, not all at once.
  • Initially apply only once a day and gradually increase the frequency.
  • For particularly irritated areas, test with spray and cream first before using concentrate.

If your skin burns intensely, becomes extremely red, or you experience any discomfort, discontinue use and seek medical advice. Your skin health always comes first.

06

Can I use facial products on my body – and vice versa?

Yes, many of our products are deliberately formulated so that you can use them flexibly:

  • spray: for face and body
  • Cream: for face, neck, hands, arms, legs – anywhere the skin is dry or irritated.
  • Concentrate/acute roller: applied selectively to "problem areas" all over the body

The 2-in-1 soap is specifically made for face and body, while the nettle me softly shampoo is intended for hair and scalp. If you're unsure, always try a product on a small area first and see how your skin reacts.

07

How can I best use your products during a flare-up phase?

If your skin is having a bad day or a real flare-up, it helps to be especially consistent but gentle:

  • Keep cleaning as short and mild as possible (lukewarm water, 2-in-1 soap without rubbing)
  • Use the spray several times a day to relieve feelings of heat and tension.
  • Apply the cream more generously and in several thin layers.
  • Apply concentrate/acute roller directly to the areas that bother you the most.

And very importantly: try not to constantly switch between many different products. Your skin needs clarity and calm right now – not a new experiment every day. Our products are designed to give you exactly this stable foundation.

08

What's really in your skincare – ingredients that respect the skin / important information for allergy sufferers

soft reset skin spray (50 ml)

inci:

aqua (“21-mineral complex”), sodium, calcium, magnesium, bromide, iodide, potassium, bicarbonate

What this means practically:

  • Basically, it is mineral-rich spring water without any added plant extracts, oils, perfume or preservatives.
  • no classic perfume or dye allergens
  • no emulsifiers, no vegetable fats, no surfactants

Important for allergy sufferers:

  • A very "clean" composition, ideal if you have many allergies and want to use as little as possible on your skin to start with.

Due to the high mineral content, it can cause a brief tingling or slight burning sensation on severely irritated skin – as you yourself mentioned; if it persists, rinse it off and consult a doctor if in doubt.

01

nourishing skin cream (50 ml / 15 ml)

inci:

aqua (“21 mineral complex”), caprylic/capric triglyceride, pentylene glycol, hydrogenated lecithin, butyrospermum parkii butter, glycerin, ceramide np, squalane

What this means practically:

  • base of mineral-rich water, skin-related lipids (ceramides, squalane, lecithin) and shea butter
  • glycerin + pentylene glycol as a moisturizer
  • No perfumes, no dyes

Important for allergy sufferers:

  • No declarable fragrance allergens
  • Shea butter (Butyrospermum parkii butter) and vegetable fats are usually well tolerated, but can theoretically be an issue for those with pronounced nut allergies → if a nut allergy is known, it's best to do a patch test.
  • Pentylene glycol is generally well tolerated, but can rarely cause irritation in extremely sensitive skin – if so, you'll usually notice it quickly.

02

2-in-1 whole body soap (face & body)

inci:

aqua (“21 mineral complex”), olea europaea fruit oil*, cocos nucifera oil*, sodium hydroxide, ricinus communis seed oil, butyrospermum parkii butter, prunus amygdalus dulcis oil, rosa moschata seed oil

*from organic farming

What this means practically:

  • Classic cold-processed plant-based soap made from olive, coconut, almond, castor oil, shea butter and rosehip oil
  • Sodium hydroxide is the saponifying agent; in the finished product it is no longer present "free", but as soap.
  • No added perfume, no synthetic dyes

Important for allergy sufferers:

  • Contains several plant oils from nut/kernel raw materials (almond, shea, possibly some cross-reactions) – if you have a known nut allergy or very reactive skin, be sure to test on a small area first.
  • No classic perfume allergens (no limonene, linalool etc. declared as individual substances)
  • Coconut and olive oils are generally well tolerated, but can be a bit "too rich" for some people with acne-prone facial skin – in that case, use them sparingly or only on the body.

03

facial soap – cleansing & care for your face

inci:

Cocos nucifera oil, aqua ('21 mineral complex'), canola oil, prunus amygdalus dulcis oil, butyrospermum parkii butter, sodium hydroxide, ricinus communis seed oil, aloe barbadensis leaf juice, rosa moschata seed oil *

* partly from organic farming

What this means practically:

  • Plant oil soap specifically for the face, with coconut and rapeseed oil as a base.
  • Almond oil, shea butter, castor oil and rosehip oil provide an additional nourishing effect and a smooth skin feel.
  • Aloe vera supports moisture and a soothed skin feeling.
  • sodium hydroxide is the classic saponifying agent (bound as soap in the finished product, not "pure" on the skin)
  • No added perfume, no alcohol, no dyes

Important for allergy sufferers:

  • Contains vegetable oils from nut/kernel raw materials (almond oil, shea butter, rosehip oil) → if you have a known nut or stone fruit allergy, be sure to test on a small area first.
  • No declarable fragrance allergens such as limonene, linalool, citral, etc. – good if you react to fragrances.
  • Aloe vera is generally well-tolerated by most skin types, but can be a trigger for some very reactive skin types → if you have extreme sensitivity, test it on a small area first.
  • Overall, a mild but "real" soap: if your facial skin is extremely dry or has a compromised barrier, it can still become irritable with too frequent washing → in that case, it's better to use it only once a day on your face and always apply cream afterwards.

04

nettle me softly shampoo (250 ml)

inci:

aqua (“21 mineral complex”), disodium laureth sulfosuccinate, urtica dioica, pentylene glycol, panthenol, citrus paradisi peel oil, xanthan gum, sodium benzoate, citric acid, limonene

What this means practically:

  • Mild surfactant system (disodium laureth sulfosuccinate) – significantly gentler than many classic sulfates, yet still provides thorough cleaning.
  • Nettle extract (urtica dioica) and panthenol to support scalp and hair feel.
  • citrus paradisi peel oil (grapefruit peel oil) provides the fresh scent.
  • sodium benzoate as a preservative, xanthan gum as a thickener, citric acid for pH adjustment

Important for allergy sufferers:

  • Limonene is a fragrance allergen that must be declared and comes from grapefruit oil – if you have already reacted to fragrances or essential oils, this is a product you should test carefully.
  • Contains no silicones, no parabens, but does contain essential oil → this can be a deal-breaker for extremely fragrance-sensitive skin.
  • Sodium benzoate is considered a relatively well-tolerated preservative, but can also trigger sensitivity reactions in a few people.

05

quellmed concentrate acute roller (10 ml)

inci:

aqua (“21-mineral complex” – double concentrated; including sodium, calcium, magnesium, bromide, iodide, potassium, bicarbonate)

What this means practically:

  • Basically, it's the skin spray in a stronger concentration, without any additional additives.
  • No perfumes, no preservatives, no oils, no emulsifiers

Important for allergy sufferers:

  • Very reduced composition, therefore well suited if you want to use something selectively but can barely tolerate any ingredients.
  • Due to the higher mineral concentration, a slight, short-term burning sensation is possible on severely irritated skin – if it remains uncomfortable, wash it off and take a break.

06

naked truth sensitive deo roll on (fragrance-free)

inci:

aqua (21 mineral complex), pentylene glycol, panthenol, zinc ricinoleate, laureth-3, tetrahydroxypropyl ethylenediamine, xanthan gum, propylene glycol

What this means practically:

  • mineral-containing water-based
  • Zinc ricinoleate (from castor oil) binds odor molecules instead of just masking them.
  • Panthenol soothes and supports the skin barrier after shaving.
  • Glycol and xanthan gum provide moisture and the typical roll-on consistency.
  • completely without added fragrances

Important for allergy sufferers:

  • No perfume, no essential oils, no declarable fragrance allergens
  • no aluminum, no alcohol
  • A very good option if you want to avoid fragrances or are generally prone to allergies.
  • If you have a known castor allergy (very rare), test carefully beforehand, as zinc ricinoleate is castor-based.

Target group: sensitive skin, fragrance avoiders, anyone looking for a very mild deodorant without any frills.

07

sweet & sweatless deo roll on (grapefruit scent)

inci:

aqua (21 mineral complex), pentylene glycol, panthenol, zinc ricinoleate, laureth-3, citrus grandis peel oil, tetrahydroxypropyl ethylenediamine, xanthan gum, propylene glycol, limonene, linalool, citral

What this means practically:

  • Same nourishing base as Naked Truth: minerals + panthenol + zinc ricinoleate
  • Add grapefruit peel oil for a fresh citrus scent.
  • Declared fragrance components: limonene, linalool, citral (natural components of the essential oil)
  • also without aluminum, without alcohol, with a nourishing skin feel.

Important for allergy sufferers:

  • Contains essential grapefruit oil → may be problematic for those with fragrance allergies
  • Limonene, linalool, citral = classic fragrance allergens; if you've reacted to these before, it's better to stick with Naked Truth.
  • Otherwise, it's a very mild deodorant if you want a scent but no aluminum bombs.

Target group: all those who want a nourishing deodorant with a fresh citrus scent and do not have a known fragrance allergy.

08

Herb Your Enthusiasm deodorant roll-on (sage + bergamot)

inci:

aqua, penthylene glycol, panthenol, zinc ricinoleate, laureth-3, tetrahydroxypropyl ethylenediamine, salvia officinalis oil, xanthan gum, citrus bergamia peel oil expressed, propylene glycol, limonene, linalool, citral, geraniol

What this means practically:

  • Here too: mineral water base, zinc ricinoleate as an odor neutralizer, panthenol for conditioning, xanthan gum as a gelling agent
  • Sage oil (salvia officinalis oil) adds a herbaceous-fresh note.
  • Bergamot oil (Citrus bergamia) adds a light citrus freshness to the herbal fragrance.
  • Aluminum-free, and according to product information also alcohol-free.

fragrance allergens:

  • limonene
  • linalool
  • citral
  • geraniol

Important for allergy sufferers:

  • Clearly scented deodorant with essential oils → not suitable for people with very sensitive scents or known perfume allergies.
  • If you have already reacted to citrus, lavender, or essential oils in general, you should probably avoid this deodorant.
  • For "normal" sensitive skin without fragrance allergies, these are often significantly more pleasant than deodorants containing strong alcohol/aluminum.

Target group: all those who are looking for an effective, skin-friendly deodorant with a natural, herbal scent and who are generally comfortable with essential oils.

09

What should you generally remember if you are prone to allergies?

  • spray + acute roller → extremely reduced ingredients, purely mineral, without perfume, without preservatives
  • Cream → lipid care with shea butter, ceramides and squalane, fragrance-free; few synthetic additives
  • 2-in-1 soap → vegetable oil soap without perfume, but with nut/kernel oils
  • shampoo → the only product with essential oil + limonene as a fragrance allergen

If you already know you react to perfume or essential oils, sprays, spot treatments, creams, and soaps are usually the safer options – with shampoo, you would test particularly carefully or, if in doubt, avoid it altogether. For severe or known allergies, always print out/save the ingredient list and review it with a dermatologist or allergist before using a new product extensively.

10

Order without headaches – here's how your shopping works

How does the ordering process work with you?

You can take your time selecting your products, add them to your shopping cart, and then proceed to checkout. There, you enter your delivery address and payment method and complete the order with a single click.

After a few moments, you will receive an order confirmation via email – this contains all the information about your order at a glance. As soon as your package has been shipped, you will also receive a shipping email with tracking information, so you can always see where your products are.

01

Do I need to create a customer account to place an order?

No, you can also order conveniently as a guest. However, a customer account is worthwhile if you order more often – then you have:

  • Your past orders at a glance
  • Your address details are already saved.
  • Faster checkout on your next order

If you don't want to do that, you can simply order without registering.

02

Which payment methods can I use?

You can pay with us using all common payment methods, for example:

  • credit card (visa, mastercard, american express)
  • PayPal
  • Klarna
  • apple pay, google pay, shop pay
  • SEPA transfer via our payment service provider (prepayment)

All payments are processed through certified payment providers, your data is transmitted encrypted – so you can choose the method that feels safest and most convenient for you.

03

Is there a minimum order value?

No, there is no standard minimum order value. You can order smaller amounts as normal.

Important to know:

Shipping is free for orders over €20 (within Germany). For orders below this amount, regular shipping costs will apply and will be displayed at checkout.

If your order is just under €20, it's often worth adding a small product like a deodorant or a soap to your shopping cart – this way you save on shipping costs and get more use out of your order.

04

How do I redeem a discount code (e.g., for my first order)?

If you have a discount code, simply enter it in the "discount code" field at checkout before completing your payment. The discount will then be automatically deducted from your order total.

Tip: If you subscribe to the newsletter, you'll receive a first-order discount (currently 25% with the code "newskin25") – perfect if you want to try the products for the first time.

05

Can I change or cancel my order afterwards?

As long as your order has not yet been packed and shipped, we can often still make adjustments – for example:

  • Correct address
  • exchange a product
  • cancel the order completely

The best way to proceed is to contact customer service as soon as possible via the contact form or by email/phone and provide your order number. Once the package is on its way, the normal return and cancellation policies will apply.

06

Will I receive an invoice for my order?

Yes, you will receive an order confirmation via email after placing your order, and usually an invoice with the shipment. Depending on the payment method, the invoice will either be included in the package or made available to you digitally.

If you need them for your records or for reimbursement from your health insurance company, you can simply print them out or save them in your mailbox.

07

How secure is my data when paying?

Your payments are processed through established payment service providers and are transmitted using SSL encryption. This means:

  • Your payment details are protected.
  • We cannot see your full account details.
  • You also benefit from your provider's buyer protection (e.g., PayPal, credit card, Klarna).

So you can shop in a relaxed manner and concentrate on what it's really about: finding a skincare product that finally does your skin good.

08

Shipping, returns & 30-day guarantee – everything runs smoothly.

How much are the shipping costs?

Within Germany, the following applies:

  • Orders over €20 qualify for free shipping.
  • If your price is below that, the shipping fee will be displayed at checkout.

Different conditions apply to international orders depending on the country. You will always see the exact costs at checkout once you have selected your country/region.

01

Which countries do you deliver to?

You can order from many European countries, for example:

  • Germany, Austria, Netherlands, France, Italy, Spain
  • in addition a large part of the other EU countries such as Sweden, Denmark, Belgium, Poland, Portugal, etc.

In the shop you can check at the top under "country/region" to see if your country is included – then the currency, availability and shipping will be displayed accordingly.

02

How long does shipping take?

  • Your order will usually be packed within 1-2 working days after payment is received.
  • Shipping within Germany usually takes 2-4 working days , depending on the parcel service and address.

For orders abroad, it may take a little longer – you can see the estimated delivery time at checkout.

If you pay via SEPA transfer through Mollie , shipping will only start once the money has been received there (this can take an additional 1-3 working days).

03

Which parcel service do you use for shipping – and is there shipment tracking?

Your products will be delivered to you by reliable service providers such as DHL or Hermes .

As soon as your package is on its way, you will receive a shipping email with tracking information . This allows you to check at any time where your package is and when it is expected to arrive.

04

My package is damaged or hasn't arrived at all – what now?

No need to panic – your order is insured during shipping.

if something goes wrong, e.g.:

  • The package arrived visibly damaged.
  • Products have leaked or are broken
  • The package never arrives at your address.

Then simply contact customer service (ideally with your order number and one or two photos of the package/contents). Together you will find a solution – for example, a replacement delivery or a refund.

05

What exactly does your 30-day satisfaction guarantee mean?

You should be able to test the products in everyday life at your leisure. That's why there's a 30-day satisfaction guarantee .

  • You can return it within 30 days of receipt.
  • even if you have already opened or tested the product

If you don't like a product or you're having trouble with it, you simply get in touch – without a long explanation.

06

How exactly does the return process work?

Here's how it works:

  • or by phone at 05021 – 60 39 0
  • You will receive all the information about the return and, if needed, a return label.
  • You pack the products securely (opened or unopened is OK) and send them back.

Important: Please do not simply send it back on your own initiative, but contact us briefly beforehand so that everything can be properly assigned.

07

Who pays the return shipping costs if I am dissatisfied?

If you are not satisfied with a product and make use of the 30-day satisfaction guarantee, The Source Lab will bear the costs of the return shipment – ​​so there is no risk for you.

08

When will I get my money back?

Once your return has arrived and been inspected, the refund will be processed via the payment method you originally used.

Depending on the provider (credit card, PayPal, Klarna, SEPA, etc.), it may take a few days for the money to appear in your account. If you are unsure, you can always contact customer service to check the status.

09

Who is behind The Source Lab – and what do they actually stand for?

Who are you – and why does The Source Lab even exist?

We are The Source Lab, a brand of Mittelweser Heilquellen GmbH from Nienburg in northern Germany. Behind the brand is a family-run company that has been working with mineral-rich deep spring water for many years.

The idea behind The Source Lab: skincare for people whose skin is easily irritated, itchy, burning, tight, or simply fed up with "normal" cosmetics. Instead of ten different creams on your bathroom shelf, you get a few, clearly formulated, mineral-based products that support your skin in everyday life instead of overwhelming it.

01

What sets you apart from other natural cosmetics brands?

A few points that are important to us:

  • Mineral base instead of marketing ingredients

    We use highly mineralized deep water with 21 minerals as its core – not enhanced tap water.
  • clear, simplified formulas

    Every formula should be as lean as possible: without unnecessary fragrances, without parabens, without cortisone, without animal ingredients.
  • focus on sensitive skin

    The products are designed from the outset for sensitive, easily irritated skin – even when neurodermatitis, acne, itching or other skin issues are involved.
  • Honest language, no miracle promises

    We don't promise you a "cure overnight", but rather care you can rely on in everyday life.

02

Are you truly vegan and do you not test on animals?

Yes. All The Source Lab products are formulated vegan – no animal-derived ingredients are used. They are also dermatologically tested and cruelty-free; animal testing for cosmetics is banned in the EU anyway, but for us it's also a matter of principle.

03

How sustainable are your packaging and your production?

Sustainability is not a perfect state, but something we are constantly working on. Here are a few points you'll find with us:

  • Where possible, we use rPET bottles and reusable packaging.
  • Solid products like soaps help reduce plastic and packaging waste.
  • Short supply chains within Europe/Germany, as the water originates from northern Germany and is also processed there.

Is it already 100% perfect? ​​No. But every new batch and every new product must be measured against what we have set out to do: to combine effectiveness, tolerability, and responsibility as effectively as possible.

04

Where can I find genuine user reviews of your products?

If you want to see how others experience the products, you can look here:

  • Trustpilot & independent platforms
    After placing your order, you will receive an email after a short time with a link to Trustpilot, where you can rate your experience – without us being able to edit anything. Trustpilot does not allow us to change or delete reviews; we can only respond to them. This ensures that the impressions remain honest and transparent.
  • Product reviews directly in the shop – for many products you can find short reviews from customers there.

  • social media
    Here, many people share their personal before-and-after impressions, everyday experiences, and even critical thoughts on the products. Important: We don't pay anyone to post positive experiences and also leave posts up where things aren't perfect. This way, you get an honest picture and can decide for yourself whether the skincare might be right for you.

05

Any questions left?

Our team is happy to help you – via chat , by email to info@quellmed-shop.com or by phone at 05021/ 60390 .

We look forward to hearing from you!

Our selection

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We thank our partners

Ethicdeals.de - Aspria Hannover Maschsee - Welt Vegan Magazin - Red Care Pharmacy - packVerde - Debner Naturkosmetik - Health Food Store