Where do you ship, how much does it cost and how long does it take?
We currently ship only to Germany. Shipping is free for orders over €60; below that, it costs €4.99. Estimated delivery time is 5–10 business days.

How can I track my order?
You can check your order status in your customer portal, under Order Status. You’ll also receive updates via email.

What payment methods do you accept?
We accept major credit cards and PayPal.

Can I return a product?
Yes, you can return products within 14 days, as long as they haven’t been opened or used. Please complete the form at contact and include your order number.

How do I return a product?
You can return a product within 14 days of delivery, as per EU regulations. Make sure it’s unused, in its original packaging, and in resaleable condition. Fill out the return form on our website or contact us at support@bitnanalab.com with your order number.

Do you offer exchanges?
We currently don’t offer direct exchanges. If you want a different product, we recommend returning the original item and placing a new order.

How long does it take to process a refund?
Once we receive and inspect your return, your refund will be processed within 5–10 business days to your original payment method. You’ll receive a confirmation email once it's completed.

What if I receive a faulty, damaged, or incorrect item?
We’re sorry! Please contact us within 7 days of delivery at support@bitnanalab.com, including a photo of the product and your order number. We’ll assist you as quickly as possible with a refund or replacement.

How do I know which products are right for my skin?
You can use our free AI tool to get a personalized routine. Each product has a detailed description, and our dermatologists’ recommendations are a great starting point.

Are your products cruelty-free and/or vegan?
Most of our brands are cruelty-free, and many are vegan. Check each product page for specific details.

How does the skin analysis AI work?
You’ll answer a few questions about your age, skin type and goals. Then you upload 3 face photos. The AI analyzes your skin condition, identifies key concerns, explains which active ingredients are right for you, and which are the right products for your skincare routine.

Is the analysis safe for my data?
Yes, respecting your privacy is essential to us. No data is processed without your consent in order to analyze your skin and provide your personalized skincare routine. Your data will not be used for any other purpose beyond your private consultation. You can read more here.

Do I have to follow all 10 steps of the Korean skincare routine?
No! Korean skincare is flexible. You can adapt it to your needs: our AI guides you step by step to find the right products for you. If you want to learn more about Korean skincare, read here.

Are your products inspired by Korean skincare?
Yes, most of the brands we select are Korean or inspired by K-beauty: layering, hydration, and innovative actives.

Do you use sustainable or recyclable packaging?
We collaborate with environmentally conscious brands. Many of the packaging materials are recyclable, minimized, or made with eco-friendly materials. Our mission is also to help you — and all our customers — choose the right products for your skin, not only to make you feel good, but also to reduce product and plastic waste.

How can I contact you for support?
You can contact us by filling out the form on this page: contact. If you're reaching out about an existing order, please include your order number to help us process your request faster. We’ll do our best to assist you as quickly as possible.