Help | Useful information and FAQs

How long does a cartridge last?

As a rule, one BODY Glow cartridge is sufficient for around 20 full-body applications. The consumption of a sun protection cartridge therefore depends on body size and the duration and frequency of sunbathing. One TAN cartridge is usually sufficient for around 3 full-body applications. The correct quantity depends on your individual preference, body size and stature. The concentrated formulation can be applied in extremely fine doses using the IONIQ ONE.

Where are the products being produced?

Our products are being produced by a highly specialized and qualified partner located in Switzerland.

Do you test on animals?

No, our products are not tested on animals.

Is the product vegan?

Yes, all our products are vegan. This has been aknowledged by the 'The Vegan Society'.

How often should I use the body serum per day?

We recommend to apply the body serum 1-2 times a day for your perfect skin feeling.

How were the products tested?

Our products were tested for their safety and efficacy by a leading European lab to ensure

Can the products cause allergic reactions?

Our products were thoroughly tested to ensure their safety. However, individual allergic reactions might happen.

Are the products or used ingredients harmful to the skin?

No, we only use the best ingredients that have been thoroughly researched and tested for their safety.

Where do the ingredients come from?

We receive our ingredients from high quality suppliers worldwide - all our ingredients are tested for their safety and efficacy.

Tanning: How long does it take to fully sink in?

After using our tanning products, we recommend waiting around 10 minutes until the product is fully sunken in your skin.

How do I ideally prepare my skin before using the tanning product?

For the best result you should shower and clean your skin with a peeling shower gel right before applying the tan. You can also add sugar to your regular shower gel for a nice peeling effect.

Are the sunscreen products waterproof?

Yes, our sunscreen products are waterproof. However, to be fully protected at all times, please reapply the sunscreen after you've been in the water, sweating or rubbing your skin.

Is the sunscreen suited for my skin type?

We tested our products on a variety of skin types, and especially on sensitive skin. They all confirmed our product's skin compatibilty.

Can it be used on the face as well?

Our products are formulated to form a homogenous film on your skin so you don't need to rub in. Due to their high spreadability, you might experience a burn in your eyes when using it in your face.

Can you send me samples?

IONIQ products are only efficient when being used with our IONIQ ONE Sprayer. That's why we cannot send samples.

I didn't receive an order summary via email. Where do I find my order?

Please check your spam or junk inbox first. You can also find your orders in My Account.

What payment options do I have?

We accept payments by credit card, several options of Klarna payments, PayPal, as well as Apple Pay and Google Pay. Please note that the selection is therefore displayed differently from country to country. To use Apple Pay or Google Pay, these options must already be set up on your device. You can see the payment options available to you at the checkout.

How can I write a review?

We love to get your feedback. Just go to the product detail page of the product, you want to share your experience and click the tab 'review'. Here you will find the review form. Your review will displayed after a security check.

How can I sign up for your newsletter?

It's simple. Just put your email address in the sign-up form in the footer. Then go to your inbox, open our email and click on the confirmation link, and that's it. You can unsubscribe at any time via a link in every newsletter.

What does IONIQ Skincare mean? Where does the name come from?

IONIQ cosists of two parts: 1st: ION - because it is an 'ionizing' technology 2nd: IQ - because it is a a smart skincare product.

Why is my IONIQ ONE Sprayer not working?

If your IONIQ ONE Sprayer is not working or no product is coming out of the nozzles, it is usually because the initialization process has not been completed. This step is essential to activate the system and ensure the product is dispensed correctly.Follow these steps to set up your sprayer properly:

Insert the cleaning cartridge: Screw the IONIQ CLEAN cleaning cartridge into the sprayer.
Turn on the device: Press the power button to activate the sprayer.
Remove the cap: Take off the cap from the spray head.
Perform the initialization process:
• Hold the sprayer in a sink.
• Press and hold both trigger buttons until all three nozzles spray evenly and the LEDs light up continuously. This process can take up to 3 minutes.
Hold the sprayer in a sink.
Press and hold both trigger buttons until all three nozzles spray evenly and the LEDs light up continuously. This process can take up to 3 minutes.
Turn off the device: Press the power button again.
Remove the cleaning cartridge: Unscrew the cleaning cartridge and insert your desired IONIQ skincare product.
Turn the sprayer back on: Press the power button to reactivate the device.
Start the application: Aim the sprayer at your skin and press both trigger buttons to apply the product evenly.

If your sprayer still isn’t working after these steps, please check out our Quick Start Guide for a detailed walkthrough.If the issue persists, please check:

Whether the battery is fully charged.
Whether the nozzles are clean and not clogged.
Whether the cartridge is inserted correctly.

For further assistance, feel free to contact our customer support team.

Why is my sprayer vibrating while using it and why are the liquid and IQ LED blinking?

This might happen due to air bubbles inside of the cartridge. Simply keep spraying until the error stops and your skincare product is being applied again. If you experience this error more frequently, please make sure to not touch the nozzles while turning on your IONIQ ONE sprayer because we are calibrating your device to your environment during this phase.

Can I also use the sprayer on my face?

Unfortunately the sprayer is not meant to be used on your face.

How much distance should I keep between my skin and the sprayer?

You should try to keep a distance of approximately 20 cm from your skin to create an ideal coating of droplets on your skin.

How long should I use the sprayer on different body parts?

This depends on the skincare product you are using. You can find a detailed guide for each application by using our IONIQ Skincare app.

Why is the sprayer vibrating while turning it on and off?

When starting the sprayer it pumps the cosmetic into the pipes already so you can start spraying right away. The opposite happens when you turn it off. It pumps back the remaining product from the pipes and cleans the device by doing so.

Why can't I turn off the sprayer when the cartridge is removed?

While turning off the sprayer it pumps back the remaining cosmetic product from the pipes of the sprayer into the cartridge. If the cartridge is already removed it won't turn off but show you an error. Simply reattach the cartridge you were using and turn off the sprayer again. Otherwise it will automatically turn off after 5 minutes.

Why are the liquid and IQ LED blinking when I'm switching locations?

We are calibrating the sprayer to your environment every time you turn it on. If you switch your location (even between rooms in your apartment) the humidty might be different and your sprayer will show an error. Turning it off and on again will reset this error and recalibrate the sprayer for you.

Where do I find the user manual?

You can directly download our user manual and the quickguide right here.

How can I change the language of the app?

So far, we only offer an English-language version of the app. In the future, the IONIQ Skincare App will be also available in other languages.

Can I connect more than one sprayer with the app?

Yes, you can connect more than one IONIQ ONE to the IONIQ Skincare App, but only one at a time. To do this, follow these steps: 1st: Open the app and go to the 'Connect' tab. If you haven't connected an IONIQ ONE to your smartphone yet, you can do that now by following the instructions in the app. 2nd: If you have already connected a device to the app, you can add another one by pressing 'Add Device'. 3rd: Now follow the instructions in the app. IMPORTANT: turn on only the device you want to connect with the app. Turn off all other IONIQ ONE devices. If you want to connect the previous device again, follow the same procedure.

Where can I set the permission to allow the app to use my GPS data?

Please check your device settings and allow the IONIQ Skincare app to use your GPS data.This can usually be found under the Privacy and Location Services but might vary based on the type of smartphone you are using.

Do I need an account?

Yes, in order to use the app, an IONIQ Skincare App account is needed. You can either register using your credentials, or you can log in via your Facebook or Google account or using the Apple sign in.

Which operating systems are being supported?

Currently the minimal requirements are iOS 13 or Android 8.

How can I delete my IONIQ Skincare App account?

Go to the settings by tapping the gearwheel in the top right corner of the start screen. Then scroll down and select 'Delete account', confirm by pressing 'Delete'

How do I connect my sprayer with the app?

If you haven't installed the app yet, you can download it in the official App Stores. 1st: Open the app, go to the 'Connect' tab and tap 'Add device'. 2nd: Allow the app to use Bluetooth. 3rd: Turn on your IONIQ ONE by pressing the power button on the back of the device. 4: Tap 'Connect' after your IONIQ ONE appears on the screen. 5: Wait about 3 seconds until the bluetooth display (top LED) starts flashing, and then press and hold both lateral trigger buttons on your IONIQ ONE simultaneously. Your IONIQ ONE will vibrate to confirm that it has successfully connected to your smartphone. You can now proceed with the tutorial.

Can I extend the warranty of my sprayer?

At the moment there is no option to extend the warranty of your sprayer.

How can I get replacement if my sprayer doesn't work anymore within the warranty phase?

Please always contact our Customer Care Team in this case. Either we can help you to fix a simple issue or we will find a fitting solution to get you a replacement sprayer promptly.

Which products have a warranty?

Our warranty policy applies to our sprayer. For the skincare products the same rule applies as long as the cartridge is still sealed. After it has been opened we unfortunately cannot offer a warranty anymore.

How long is the warranty period for my sprayer?

We offer 24 months of warranty for new sprayers after purchase in our webshop.

Are there any additional fees like taxes, brokerage or customs?

There is nothing else to worry about. We already took care of everything for you.

How much is the shipping? What`s the threshold to qualify for free shipping?

The costs for shipping and requirements to qualify for free delivery might vary depending on the country you are located in. Currently the delivery costs are €(£) 3.95 and the free delivery qualification threshold is €(£) 95.00.

Which carrier is delivering my product?

Within Germay your products will be delivered by DHL. For our GB customers we offer shipping via Royal Mail.

In which countries do you deliver?

Currently we are offering delivery to Great Britain and Germany.

How long does the delivery take?

All our products should be delivered within 3-6 working days. Please check if there is any additional information during the purchase process. This is how we ship: Germany: DHL; approx. 1-3 working days Austria: DHL; approx. 3-5 working days Switzerland: Swiss Post; approx. 3-4 working days Spain: DHL; about 5-7 working days Great Britain: TNT; about 5-7 working days

Can I already receive a replacement sprayer when I return my damaged sprayer?

If your sprayer is damaged and you need a replacement, please contact our Customer Care Team. Together we are sure to find a good solution to your problem.

What is my right of return for products from IONIQ Skincare?

We offer you a free return policy within 30 days of receiving your products. You can find all the details in our terms and conditions.

How can I return a product?

Would you like to return your sprayer with a cartridge?

You can easily return your order for a sprayer and a cosmetic cartridge within 30 days of receiving it, completely free of charge.

Please contact helloservice@ioniqskin.com to request a returns label. After we have received and checked your return, your money will be refunded immediately.

If I return my order, when will I be refunded?

If you return your product using our return label, it will be received and checked at our warehouse. Your refund then will be issued right away. Latest within 7 days after reception. Please note that depending on your payment method it can take some additional time until your refund is displayed in your account.

What information does IONIQ Skincare collect?

We only collect information that is necessary for a smooth customer experience. Details can be found in our legal terms and conditions.

Does IONIQ Skincare share my information with any third parties?

Delivery information is shared with our logistics partner and your payment details are processed by our payment service provider. Cookie opt-ins set for tracking and marketing shall provide you with the best possible experience in our shop. We share this information with our social media, advertising and analytics partners with your consent. You can change your settings any time via 'Cookie Settings' in the footer. See more in our Privacy Policy.

How is my information being used?

Your personal data is used internally to provide you the best customer experience possible and to optimize our processes for your convenience. Any consent can be revoked at any time. Please see our Privacy Policy for further details.

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