FAQ

Questions ?

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faq
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General information

I can’t find my product anywhere. What should I do?

Can’t find your products?
Isispharma’s products are available in our partner pharmacies in France or online from one of our official retailers.

If you would like to purchase our products in another country, please contact us and tell us what country and what product you are looking for.

I tried contacting your company but I’m still waiting for a response.

Thank you for your interest in our company and our products. We are sorry you haven’t received a response from us yet but rest assured that we are doing our best to get back to you as soon as possible. Keep in mind that due to the high volume of queries we receive, response times may be a bit longer than usual. Do not worry. We have not forgotten you and your query will be tended to as soon as possible.

Thank you for your understanding.

I would like to be an influencer for the brand or set up a collaboration with Isispharma. How should I go about this?

What a great idea!

We’re sure to be delighted to collaborate with you. Feel free to tell us more about your project or request by filling out our contact form.

How can I do an internship at Isispharma?

Would you like to gain some experience in the dermocosmetics sector and boost your marketing, digital, communication and business skills?

If you are keen to a start-up environment, don’t wait any longer to join our team. Tell us about your talents and submit your application here.

I would like to become a distributor for Isispharma’s products. What steps do I need to take?

We would like to thank you for the interest you show in our company and our products.

To help our sales teams assist you with your request, please write us a message here and specify your country

My skin has had a reaction to one of your products. What should I do?

First of all, please accept our apologies for the inconvenience. We put all our efforts into making our products as safe as possible by carefully selecting our ingredients and conducting in-depth toxicology testing on each of our formulas. Nevertheless, each person and each skin type is unique and therefore reactions to certain ingredients may occur.

In order to properly investigate your case, please contact our Cosmetovigilance department at the following email: cosmetovigilance@isispharma.com. Make sure to indicate the name of the product, your exact reaction and your telephone number.

Where are Isispharma’s products manufactured?

WE PRODUCE IN FRANCE
Because having control over industrial processes is essential for guaranteeing high quality products, we produce our skincare products in our laboratory near Lyon, a place where dermo-cosmetics can benefit from a rich and diverse industrial and scientific landscape.

WE HAVE OUR OWN R&D LABORATORIES
By selecting and combining exclusive active ingredients that have been clinically tested in our research laboratory, we guarantee optimal efficacy of our products while ensuring our formulas comply with a strict ethical charter. Furthermore, we guarantee traceability for all the ingredients used in our formulas in compliance with the strictest safety regulations.

Is the packaging for your products environmentally friendly?

We care about our environmental impact. That’s why we regularly ensure that our actions and decisions around packaging have the smallest possible impact on the environment. We changed our supply processes a few years ago and today 70% of our packaging is made in France while 30% comes from European suppliers.

We are also working on different projects to limit our carbon footprint.

One of them is to replace our PET bottles with rPET (recycled) in 2020. This rPET (from household waste) is supplied from a French company and will be recyclable. Compared to new production, processing recycled PET cuts down on energy consumption by 50%.

We have also removed leaflets from half of our products and we plan on doing the same for all of our products by the end of 2021.

To take things even further, we work hand in hand with our suppliers in order to ensure that our packaging is indeed environmentally friendly and that it protects our formulas as well as your safety. We regularly carry out audits at our suppliers’ premises to assess their manufacturing and waste management processes.

Are Isispharma’s products vegan?

All our products are made with the utmost respect for animals. However, some of our products contain beeswax or lanolin, ingredients used for their beneficial virtues on our skin.

The lanolin contained in our products comes from our factory Stella, specialized in the transformation and purification of lanolin. It is ultra-pure and has no added impurities thanks to its unique purification process.

It is collected from sheep skin after shearing in complete respect for the animals. We do not want animals to suffer and that is why we make sure that no animals are mistreated during shearing.

Are Isispharma’s products tested on animals?

Our products are manufactured in France and are subject to European cosmetic regulations.

Since March 11, 2013, Isispharma laboratory, as well as the entire European cosmetic industry, does not sell any products whose ingredients have been tested on animals.

If you would like more information, we invite you to read the official EU text here.

Does Isispharma have an ethical charter for its formulas?

As specialists in skin homeostasis, our approach focuses on studying normal skin processes and their main imbalances. This allows us to then carefully select ingredients that will help your skin recover its natural balance.
Because every day we are commitment to our consumers and our work, we select the best ingredients to ensure our formulas have the perfect balance of efficacy and safety.

We strive to make ongoing improvements in line with our values, and that is why we prohibit the use of certain substances and systematically select the safest ingredients.

Feel free to request our list of prohibited ingredients here.

We hold ourselves accountable. As such, our regulatory department receives every cosmetovigilance case and processes them with the utmost attention.

How can I find out the prices of your products?

The prices of our products are set by our distributors/retailers. Unfortunately, we cannot reveal the prices because they vary from one point of sale to another and from one country to another.

We invite you to go directly to our points of sale to compare.

How is the personal information I send via the contact form processed?

This information is stored for 1 year.

This data may be communicated, through conventional or digital means, to sales partners and parent companies and/or related companies for business, marketing or promotional purposes.

If you would like to delete your data, feel free to send an email to our Data Protection Officer at fsulmon@isispharma.com

How should I interpret the advice given on your website?

Although all our advice is the result of our expertise, it cannot substitute a medical diagnosis. For the slightest of doubts, please contact your dermatologist as soon as possible.

Our products

My skin has had a reaction to one of your products. What should I do?

First of all, please accept our apologies for the inconvenience. We put all our efforts into making our products as safe as possible by carefully selecting our ingredients and conducting in-depth toxicology testing on each of our formulas. Nevertheless, each person and each skin type is unique and therefore reactions to certain ingredients may occur.

In order to properly investigate your case, please contact our Cosmetovigilance department at the following email: cosmetovigilance@isispharma.com. Make sure to indicate the name of the product, your exact reaction and your telephone number.

Where can I find Isispharma’s products?

You can find Isispharma’s products in our partner pharmacies in France or online from one of our official retailers.

I am pregnant or breastfeeding. How can I know if a product is right for me?

First off, if you’re interested in this question it’s because you are awaiting a joyous event, and we’d like to congratulate you.

Here is the list of products that have been approved for use by pregnant and breastfeeding women:

Teen Derm range: Teen Derm Hydra, Teen Derm Gel Sensitive, Teen Derm Aqua
Ruboril range: Aquaruboril, Ruboril Lotion, Ruboril Expert S, Ruboril Expert M, Ruboril Expert Intense, Ruboril Expert 50+, Metroruboril A.Z
Secalia range: Secalia DS, Secalia Balm, Secalia Ultra, Secalia Shower Cream
Ilcapil range: Ilcapil KR
Sensylia range: Sensylia Aqua, Sensylia 24h, Sensylia 24h Légère
Urelia range: Urelia Gel, Urelia 10
Neotone range: Neotone Aqua, Neotone Prevent
Uveblock range: Uveblock SPF 50+ Fluid invisible and tinted, Uveblock SPF 50+ Mineral invisible and tinted, Uveblock SPF50+ Milk, Uveblock SPF 50+ Spray
Vitiskin range
Xerolan range

Is my product suitable for a child under 3 years of age?

The health and well-being of your children is just as important for us as it is for you. They deserve only the best for their delicate skin.

The following products have been tested by our toxicologists and approved for safe use.

Babies

Uveblock range: Uveblock SPF50+ Mineral invisible or tinted, Uveblock SPF50+ Milk, Uveblock SPF50+ Spray, Uveblock SPF50+ Spray Kids
Secalia range: Secalia Shower Cream, Secalia DS, Secalia Balm, Secalia Ultra
Urelia range: Urelia Gel, Urelia 10
Xerolan
Suavigel

Babies and toddlers 1 to 3 years of age

Uveblock range: Uveblock SPF50+ Mineral invisible or tinted, Uveblock SPF50+ Milk, Uveblock SPF50+ Spray, Uveblock SPF50+ Spray Kids
Secalia range: Secalia Shower Cream, Secalia DS, Secalia Balm, Secalia Ultra
Urelia range: Urelia Gel, Urelia 10
Ruboril range: Aquaruboril
Xerolan range
Suavigel range

Children 3 to 12 years of age

Teen Derm range: Teen Derm Hydra, Teen Derm Aqua
Ruboril range: Aquaruboril, Ruboril Lotion
Secalia range: Secalia DS, Secalia Balm, Secalia Ultra, Secalia Shower Cream
Ilcapil range: Ilcapil KR
Sensylia range: Sensylia Aqua, Sensylia 24h, Sensylia 24h Légère
Urelia range: Urelia Gel, Urelia 10
Uveblock range: Uveblock SPF 50+ Fluid invisible and tinted, Uveblock SPF 50+ Mineral invisible and tinted, Uveblock SPF50+ Milk, Uveblock SPF 50+ Spray, Uveblock SPF 50+ Spray kids
Vitiskin range
Xerolan range
Suavigel range

I have some doubts about the composition of my product.

Our dermatological products are formulated with synthetic and natural extracts that have been clinically tested for optimal targeting. We limit the use of superfluous ingredients by offering product ranges that are small, targeted and affordable.

For us, dermocosmetics need to be accessible, collaborative and transparent. That is why, we have made it easy for you to contact us here (redirection vers contact form). For all your queries about the composition of our products, our R&D team will make it a point of honor to respond to you.

Are your products suitable for both men and women?

We aim to develop solutions that provide care for specific skin disorders. As such, we do not have a gender-based approach. We provide solutions to everyone based on their needs.

Consult the section Your Skin or Our Solutions to find out which skincare product or routine best suits your needs and skin type.

Can I have free samples?

We would like to thank you for your interest in our laboratory and our products.

Unfortunately, we cannot meet the large volume of requests for samples that come in over the internet. We manufacture a limited quantity of samples and they are reserved for our partner pharmacies. We urge you to visit one of these pharmacies for more personalized advice.

How can I be sure that a product is really right for me?

Take a look at its product information sheet in the section Our Solutions or let Iris, our consultant in dermocosmetics, guide you by clicking on the small pop-up window displayed on the right-hand side of your screen.

If you have any questions, feel free to contact us directly. We will be happy to help you with your concerns.