Questions & answers

Add products to your cart and go to checkout: enter your phone number, first name, surname and email, then choose how you’d like to receive and pay for your order. You don’t need to register — we’ll email you a confirmation with your order number.

There are three ways to pay:

• online — by card, Apple Pay or Google Pay via WayForPay;
• by bank transfer — we’ll email you an invoice, valid for 3 working days;
• cash on delivery — when you collect your parcel from Nova Poshta; if you collect from us, on the spot by cash or card.

You enter your card details only on WayForPay’s secure page — we never see or store them. Prices are in hryvnias and include VAT.

We’ll let you know straight away. We can only replace it with your consent, and only with a product for the same purpose, of the same or better quality and no more expensive. If you’d rather not, we’ll refund you for that product.

To fulfil your order (delivery, payment, returns), to call you back when you ask us to, to review a partner application and to meet our legal accounting and tax obligations. We use technical data (server logs) to keep the site running reliably and securely. Google Analytics and the Meta pixel help us understand how the site is used and measure our advertising — without your name, phone number or e-mail address (details in the Privacy policy, “Cookies and browser storage”). We don’t send newsletters.

By Nova Poshta across Ukraine: to a branch, to a parcel locker (if the parcel fits) or by courier to your address. You choose the delivery method at checkout.

Yes, you can collect it from 44-a Ye. Konovaltsia Street, Kyiv, Mon–Fri, 10:00–18:00. Choose “Collect in Kyiv” at checkout; you can pay on the spot by cash or card.

You pay for delivery when you collect your parcel, at Nova Poshta’s rates. Delivery is free on orders of 4 items or more — to a branch, a parcel locker or by courier.

If you pay online or by bank transfer, we send your order once payment arrives; with cash on delivery, once our manager has confirmed it. Orders ready by 13:30 are handed to Nova Poshta the same day, later ones on the next working day; we don’t ship on Saturdays or Sundays. Once it’s on its way, you’ll get a waybill number (a text from Nova Poshta and an email from us); delivery usually takes 1–3 days.

Inspect the parcel in front of the Nova Poshta staff member. If it’s damaged, ask them to draw up a report, photograph the parcel and let us know. If you collect from a parcel locker, take photos as soon as you open the compartment.

No, orders from this website are delivered within Ukraine only, excluding the temporarily occupied territories. Contacts for our representatives abroad are on the Contacts page.

Yes: you can cancel a purchase made on this website within 14 days of receiving it — just tell us or send the product back. Please return it as you received it, in intact packaging and unused, so we can be sure no one has opened it. We pay for the return shipping — we’ll agree the method with you.

• damaged packaging, bottle or pump, or the product is leaking;
• the product had expired when you received it;
• its colour, smell or texture has changed, and not because of improper storage;
• it doesn’t match its description or labelling, or it’s counterfeit.

You can contact us at any time before the expiry date. Depending on the defect, you can ask for a replacement, a refund, a price reduction or for the defect to be put right. Sending a faulty product back is at our expense.

Let us know and we’ll send the right items or, if you prefer, refund you. We cover the shipping.

Email [email protected] or contact our manager on +38 099 089 89 26 (call or Viber). Give your order number, describe what happened and, if you can, attach photos of the product, its packaging and labelling (batch, expiry date). We consider claims about products within 7 calendar days, unless the law sets a shorter period.

Card payments are refunded to the same card via WayForPay; bank transfer and cash-on-delivery payments go to the IBAN account you give us. For a faulty product, we refund on the day the contract is cancelled or, if that isn’t possible, within 7 days; if you cancel a purchase, within 30 days of telling us. How quickly the money arrives also depends on your bank.

The expiry date is on the packaging. The manufacturing date is the batch number, written as DDMMYY (day, month, year).

You’ll find both in the product profile, in the “After opening” and “Storage” lines. Most products last 6 months after opening, most AZIDOAK peels 3 months and Meso serums 7 days. Most products should be stored at +5 to +25 °C, out of direct sunlight and out of the reach of children.

Yes. Anyone can order retail products that show a price. Products marked PRO and professional sizes are sold only to partners, once their application has been reviewed.

Call our product advice line on +38 067 353 61 64 — we’ll help you choose products and a routine. In the store you can filter products by skin concern, skin type, product type, area, active ingredients and pH.

Yes, the full protocols for use are available to partners in the partner account, once their partner application has been reviewed. Without signing in, the Education and protocols page shows which protocols there are: AZIDOAK peels and Glow Reset Therapy, microneedling and mesotherapy, carboxytherapy, enzyme therapy, device-based treatments and the alginate mask.

AZIDOAK peels are for professional use: the skincare specialist decides the exposure time and number of layers according to the protocol. Contraindications are listed in the full peel protocols, which partners can view in the partner account; the skincare specialist decides on the treatment after a consultation.

Yes, training and professional guidance are available to Pelart Laboratory partners. Access opens once your partner application has been reviewed.

Skincare specialists, dermatologists, beauty salons and treatment rooms. You can apply on the For professionals page.

Your full name, phone number, email, who you are (skincare specialist, dermatologist, salon or treatment room) and your town or city; for a salon, its name too. You must attach your diploma or certificate: up to 3 files (photos or PDF), up to 10 MB each. We need the documents only for the review: we keep them in secure storage and delete them within 30 days of deciding on your application.

A wholesale price list, ordering of PRO products and professional sizes, order history and repeat orders, the full protocols for use, training and professional resources, and a personal account manager who can advise on products and help you choose the right solutions.

These are PRO products and professional sizes for skincare specialists and salons. We sell them only to partners after reviewing their application, so they can’t be added to the cart; the price is shown in the partner account. The Professional solutions filter in the store shows all of them.

If you buy products for your professional activity as a sole trader or a legal entity, exchanges and returns are governed by a separate agreement or, where there is none or it doesn’t cover a matter, by the public offer and the Civil Code of Ukraine.

In Ukraine, in line with ISO 9001:2015 and GMP (ISO 22716). The formulas are developed by Pelart Laboratory specialists, with key raw materials from Merck, BASF and Sigma-Aldrich.

Every batch is checked by Pelart Laboratory’s quality control department. Each product page shows a quality control mark with the batch number currently on sale and the date it was checked. The effectiveness of the Inula, Apricot, De Lys Blanc, Trifolium and Smart Biologica lines has been confirmed by dermatological testing.

They are Pelart Laboratory’s reference values: in the product profile they’re marked “Data from Pelart Laboratory”. You can see the pH of every product on a single scale on the Laboratory page.

We’re open Mon–Fri, 10:00–18:00.

• product and skincare advice — +38 067 353 61 64;
• orders, payment and delivery — our manager on +38 099 089 89 26, on Viber 24/7;
• email — [email protected].

You can also leave your number in the Call me back form or visit us at 44-a Ye. Konovaltsia Street, Kyiv, during opening hours.

Yes: branches in Lviv, Odesa and Ivano-Frankivsk, regional representatives in other Ukrainian cities, and representatives abroad. Their phone numbers are on the Contacts page.