NET/ZERO - FAQs - Your Quick Guide to Common Questions

Your Questions Answered

Explore our comprehensive FAQ page to find answers to commonly asked questions related to NET/ZERO. From troubleshooting to insights about our products and services, discover the information you need quickly and efficiently. 

CUSTOMER ACCOUNT

Do I need to create an account to purchase NET/ZERO products?

No, you can order products as a guest. However, if you have an account with us, you can enjoy a faster checkout by saving your shipping and billing information. Furthermore, you can keep track of your order history and be the first to know about exclusive promotions and new product launches.

products

What are NET/ZERO essentials?

NET/ZERO essentials (base products) are meticulously crafted, dissolvable small doses that range from 20 to 35 grams. These products come in the form of either powder or oil-based liquid. Our current product lineup features a variety of natural hypoallergenic base products for both skin and hair, including Face Wash, Body Wash, Hand Wash, Face & Body Moisturiser, and Shampoo. To learn more about how to prepare these products, we invite you to explore their respective product pages.

What are NET/ZERO boosters?

The NET/ZERO product line offers a range of powerful boosters, including the Vitamino-Silk Booster, Anti-Dandruff Booster, Acne-Prone & Oily Skin Booster. NET/ZERO boosters are expertly formulated small 10 ml doses that contain a unique blend of highly effective active ingredients. They are designed to provide the user with a personalised experience, allowing them to customise their NET/ZERO essentials to their specific needs. By incorporating these boosters into the NET/ZERO essentials, the user can achieve the desired result for their skin or hair. This combination allows the user to leverage a potent double effect of the premium NET/ZERO essentials and the active ingredient boosters. Up to 3 different boosters can be added to a product. The NET/ZERO boosters can only be used with NET/ZERO base products and are not apt for direct application! To learn how to add boosters to the base products, visit the product pages of our currently available boosters. With NET/ZERO skincare products, you can use Vitamino-Silk Booster, Acne-Prone & Oily Skin Booster. With NET/ZERO hair care products, you can use Vitamino-Silk Booster and Anti-Dandruff Booster.

What is NET/ZERO starter kit?

The NET/ZERO Starter Kit is a specially designed package that includes a refillable non-plastic bottle, two refills of your base product of choice, and a leaflet with instructions on how to prepare your product. Our starter kit is an ideal way to begin your sustainable personal care journey minimizing your carbon footprint and reducing waste while enjoying high-quality natural products.

What is NET/ZERO refill?

NET/ZERO refills are our waterless and dissolvable base products shipped in biodegradable sachets - an eco-friendly alternative to conventional personal care products. These refills are designed to be used with the refillable bottle provided in your Starter Kit, allowing you to prepare your new Shampoo, Wash, or Moisturiser by mixing the contents of the sachet with water (and optionally with boosters). Our refill system enables you to reuse the same bottle multiple times by simply refilling it with our base products, helping to minimize the amount of plastic waste that ends in landfills and oceans. Enjoy high-quality personal care products while promoting sustainability with NET/ZERO refills.

What are NET/ZERO bundles?

NET/ZERO bundles are curated collections of our essential products, designed to provide customers with a comprehensive natural and eco-friendly personal care solution. Purchasing a NET/ZERO bundle offers the opportunity to not only save money but also make a positive impact on the environment.

What ingredients does NET/ZERO use in its formulations?

Our products are made with natural ingredients, with at least 95% of their components being natural. The specific ingredients vary depending on the product, but all are selected based on their efficacy and well-being for the skin and the environment. Our private-label formulations consist of a range of natural components, such as plant extracts, natural oils, natural acids, vitamins, and minerals, as well as functional ingredients that increase viscosity and improve the final flow and feel of the product. We only use high-quality, safe, and effective ingredients scientifically proven to benefit the skin and hair. Our formulations are free from micro-plastics, animal-derived ingredients, sulfates, parabens, palm oil, phthalates, colorants, formaldehyde, and other aggressive components. Our products are made with natural ingredients, with at least 95% of their components being natural. The specific ingredients vary depending on the product, but all are selected based on their efficacy and well-being for the skin and the environment. Our private-label formulations consist of a range of natural components, such as plant extracts, natural oils, natural acids, vitamins, and minerals, as well as functional ingredients that increase viscosity and improve the final flow and feel of the product. We only use high-quality, safe, and effective ingredients scientifically proven to benefit the skin and hair. Our formulations are free from micro-plastics, animal-derived ingredients, sulfates, parabens, palm oil, phthalates, colorants, formaldehyde, and other aggressive components. We are compliant with the strict European Union regulations on safe cosmetics (Regalement 1223/2009 of the European Parliament). Find our ingredient lists on product and ingredient pages or enclosed leaflets.

What scents does NET/ZERO use for the products?

Currently, we offer WAKAME scent for our Body Wash and Shampoo. WAKAME is a biodegradable refreshing scent inspired by the ocean and the Japanese sea kelp that shares its name. It has a subtle and clean fragrance that leaves you feeling revitalised and energised after your shower or bath. Our Face Wash, Hand Wash, and Moisturiser are fragrance-free.

What colour do the Noesis products have?

We do not use colourants, our products are dye-free.

How does NET/ZERO package its products?

At NET/ZERO, we are committed to producing effective products that are also environmentally friendly. Our product packaging includes: - A refillable bottle with an aluminum and silica body and a stainless-steel pump. - TUV-certified 100% biodegradable sachets. - Recycled cardboard boxes.

Where are the products manufactured?

NET/ZERO products are produced to the highest standards in our own laboratory, which is an integral part of our GMP-certified factory located in an area of 850m2 in Bulgaria. Since 2020, we've been manufacturing cosmetic products for established German chains such as DM, Lidl, Metro Cash & Carry, Kaufland, and others. Furthermore, we collaborate with various startups from across Europe.

Do you have a physical store location?

No. Currently, all NET/ZERO products are only available for online purchase.

SUBSCRIPTION

How does Subscribe & Save work?

A subscription plan allows you to receive ongoing deliveries of your preferred product(s) at a schedule of your choice (every 1, 2, etc. months) and with a discount of 10%.

How do I sign up for Subscribe & Save?

- Go to the page of your product of choice. - Select "Subscribe & Save 10%". - Choose how often you'd like to receive the refill of your product of choice. - Continue to Checkout and fill in the required information. - After placing your order, you'll receive an email with a link to manage your subscription, including the option to change the shipment frequency or cancel. You can also access your subscription options by creating an account in our store. Happy Saving!

How do I manage my Subscribe & Save plan?

Once your account is registered, you can log in and click on the Manage Subscriptions link in your account. You can also access your account using a customer portal link. This link is typically sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email.

How do I update my billing information?

- Log in to the customer portal. - Click the Payment Methods tab. - Click “Add new payment method” and enter the payment method details. - Click the Subscriptions tab and click “Edit” on the subscription to be updated. - Select Payment method on the left-hand side below the Shipping address. - Return to the Payment Methods tab, expand the old payment method, and click Remove payment method. If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.

How do I update my shipping address?

- Login to your customer portal. - Click on Subscription - Click Edit on the subscription you want to update - Scroll down to Shipping Address. - Click the arrow to expand. - Select one of the other shipping addresses.

How do I skip a delivery?

- Log in to your customer portal to skip a delivery. - Click the Delivery Schedule tab to see all upcoming deliveries for your subscriptions. - Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.

How do I edit my next order date?

- Log in to your customer portal to adjust the order date: - Click Subscriptions and then click on Edit. You will be taken to a page where you can edit the next order date for your subscription. Once you select the new charge date click on the "Update next shipment date".

How do I cancel my Subscribe & Save plan?

- Log in to your account. - Click Subscriptions and Edit. - Scroll down to the bottom of the page and click Cancel Subscription. If required, provide a cancellation reason and confirm the cancellation by clicking Proceed.

GIFT CARD

How can I order and use a Gift Card?

To purchase a NET/ZERO gift card, simply choose the desired amount on our Gift Card Page and place your order. You will receive an email immediately with a unique gift card code, which you can share with the recipient. To use the gift card, the recipient can add the desired NET/ZERO products to their shopping cart and enter the gift card code at checkout. If the cart total is higher than the gift card value, the recipient will need to pay the difference. If the cart total is lower, the remaining balance can be used for future orders. In the latter case, they will need to use the same code at checkout.  

Where can I check the balance of my Gift Card code?

You can check the balance of your gift card code by following the link provided in the email you received after purchasing the gift card.

PAYMENT

What payment methods are accepted?

Currently, we accept card payments (Visa, MasterCard, and American Express), PayPal, and Apple Pay.

Can I get an invoice?

To receive an invoice, please email us at support@netzeroskin.com

Shipping

Which countries do you ship to?

Currently, we only ship to Europe.

What are the shipping costs?

Free shipping on all orders over €35 delivered to Europe (except Malta & Cyprus). Orders under €35 have a delivery fee between 2.70€ and 6.50€ depending on the destination country. To see the exact delivery fee for each country, please visit our Shipping Policy page.

How long does it take to get my order?

Our standard delivery time is typically 3-5 business days from the date of order placement, with next-day delivery available for the Netherlands. To ensure same-day processing, orders should be placed before 12pm ET, Monday through Friday. Please note that this delivery time does not apply to pre-orders. For pre-sale products, the dispatch date for each item is individually listed on its product page. For further details, please visit our Shipping Policy page.

How do I track my order?

You will get a shipping notification with a tracking number via email as soon as your package ships. If you are experiencing a problem with your tracking number, please contact us at support@netzeroskin.com

Returns

Can I return my order?

We offer a 14-day return policy, which begins from the date you receive your item. Please note that we only provide refunds for the product price. This excludes shipping costs, duties, taxes, and fees. To be eligible for a return, the item must be in its original packaging, unused, and have all the tags attached. Additionally, you must provide proof of purchase, such as the receipt. To initiate a return, please contact us at support@netzeroskin.com. Our return address is NOESIS EAD, 4000 Plovdiv, Bulgaria, 57 Nestor Abadzhiev Str. If your return is approved, we will provide a return shipping label and instructions on how and where to send the package. Please note that we will not accept any returns without prior authorisation. You can reach out to us at support@netzeroskin.com for any return queries. For further details, please visit our Return Policy page.

What happens if I have received a faulty product?

We apologize if you have received the wrong product. Please contact us at support@netzeroskin.com, and we will make sure that you receive the correct product as soon as possible.

Sustainability

What makes NET/ZERO a sustainable brand?

NET/ZERO is a sustainable brand that stands out for several reasons. Our products are natural and cruelty-free. They are delivered waterless and are up to 12 times lighter than conventional cosmetics. Our refill system, combined with our waterless products shipment, results in a remarkable 94% reduction in transport emissions. Additionally, our zero-waste concept, which includes reusable aluminum personal care bottles and biodegradable sachets, helps to eliminate single-use plastic and promote a cleaner environment.