FAQ

The online shop's PRO section is intended exclusively for beauty industry professionals. If you don't yet have credentials, you can obtain them by filling out the registration form. Your username request will be processed as quickly as possible (within 2–3 business days), and you'll receive an email notification when your account has been activated.

If you've forgotten your password, follow these steps:

• Click Log In from the top right of the page.
• Click the Forgot your password? link.
• You'll receive further instructions by email.

If you encounter issues creating a new password, please contact our customer service: 09 424 513 15 (Mon–Fri 10–17) or [email protected].

Product availability is updated every 1 minute, so you see real-time stock levels in our online shop. In some cases, a product may run out of stock within minutes due to high demand, so we cannot always guarantee the actual availability of a product.

Orders are processed extremely quickly, so we recommend placing a separate order if you wish to purchase additional products.

You can call us and we'll handle it for you. Please contact our customer service: 09 424 513 15 (Mon–Fri 10–17) or [email protected].

• When a binding order is created: Orders are typically made through our online shop. A binding order between the parties is created immediately when you receive an order and delivery confirmation to your email address.
• Orders placed on weekends and public holidays: If you place an order on Friday, a public holiday eve, or a public holiday, we aim to confirm it by 18:00 on the next business day.

We offer several flexible and secure payment options for your order:

• 1. Online payments on the site (Stripe): Our primary payment system is Stripe, an international and highly trusted payment processor. Through Stripe, you can easily pay with card payments (Visa, Mastercard, etc.), Apple Pay, Google Pay, and local mobile payments such as MobilePay.
• 2. Pay upon collection (Tuusula central warehouse): If you choose collection from Tuusula as your delivery method, you can pay for your order on-site when you receive the products. Payment options include card or cash. (Note: When picking up from our Helsinki office, only cash payment with exact change is accepted.)
• 3. Bank transfer and invoice (established customers only): Our longer-term banking partners and regular customers can choose bank transfer as their payment method. In this case, products are delivered first, and an invoice is sent after product delivery. The invoice payment term is 14 days.

Products and their shipping costs are paid at the time of order. You'll see the exact shipping costs in your shopping cart always before confirming your order. You can choose the option that works best for you from four different alternatives:- 1. Free collection from Tuusula central warehouse (Sulantie 14 G, 04300 Tuusula) — open Mon–Fri 10–17. Please wait for a message that your order is ready, or arrange collection with our customer service. Please bring an ID with you. If your order is paid online, you can also authorize another person to collect it.- 2. Collection from Helsinki office — please always wait for our confirmation message before coming to pick up your order from our parking area.- 3. PostNord Nearby parcel — the price depends on the parcel's weight and is shown in your cart before you confirm the order; delivery time 3–5 business days from order confirmation to the nearest PostNord pickup point or parcel locker. You'll receive a notification by text message or email. 🎁 Shipping is free if your order value exceeds €300!- 4. PostNord Home delivery — the price depends on the parcel's weight and is shown in your cart before you confirm the order; the parcel is delivered directly to your home or business address. If we cannot reach you, a notification slip will be left and the parcel can be collected from the nearest PostNord office or locker.💡 Tip: If your order's shipping and billing addresses are different, please remember to clearly indicate both addresses when placing the order.

Payment options depend on which pickup location you choose. Please arrange any additional payment options in advance with your sales representative.

• 📍 Tuusula central warehouse: You can pay for your collection on-site with both card and cash.
• 📍 Helsinki office: Here we accept only cash payments, and we ask that you provide exact change as we do not have change available.

Tip: If you have questions about payment methods or collection times, please contact your sales representative for your order!

Yes, you'll receive information about your shipment's progress! As soon as your order leaves our warehouse, you'll receive a tracking code by email. If you chose home delivery, PostNord will contact you (by text message, email, or app) to arrange a more specific delivery time. For pickup point parcels, you'll receive a notification when the parcel is ready for collection.

📱 Recommendation: Download the free PostNord app to your phone. With it, you can track your parcel's journey in real time, change delivery options, and receive automatic notifications about your shipment status.

If you have any questions about shipping after your parcel has been transferred to PostNord, you can contact PostNord's customer service directly:

• Website and support: PostNord Customer Service
• Phone number: 0600 96616 (€0.993/min + hold time, pvm/mpm; price applies to calls made from a Finnish phone number within Finland)
• Service hours: weekdays 8–18.

Please contact our customer service: 09 424 513 15 (Mon–Fri 10–17) or [email protected], and we'll investigate the matter and ensure you receive the missing products.

• 30-day return right: Instead of the consumer protection law's 14 days, Acnova voluntarily offers a 30-day return right. You can return unused products in their original condition within 30 days of receipt and receive a refund.
• Return right does not apply to: ❌ unopened hygiene and cosmetic products; ❌ individually customized or privately labeled order products.
• How do I make a return? The buyer is responsible for return shipping costs. Send the product in proper condition by mail to: Sulantie 14 G, 04300 Tuusula.

You choose the formula, packaging, and batch size. We handle development, production, filling, and certification — and the product is launched under your brand.

Yes. We produce samples so you can evaluate the product and ensure the final result before committing to full production.

Yes. We can design the packaging and branding for you or produce according to your existing design.

Yes. We can deliver products in bulk without final packaging if it suits your logistics and packaging process.

Yes. We arrange safety, stability, and certification testing to ensure every product meets required standards.

All Acnova products carry the Avainlippu "Made in Finland" mark, and our nonwoven wipes have "Fork and glass" certification suitable for food contact.

We develop and manufacture private label cosmetics in Finland according to orders. The customer chooses the formula, packaging, and batch size. Production meets European quality standards.

To provide a quote, we need the following information:

• Product type
• Intended use
• Target quantity
• Packaging preferences
• Target markets
• Any existing materials

Yes. We can begin from a concept and build formula or material options based on that.

Because the quantity depends on the product, raw materials, packaging, and production planning. An estimate will be provided after the brief.

Production and project management are based in Finland, but products can be designed for EU and international markets.

• Formula design: Developing a unique formula for one product starts at €1,000.
• Credit during production: If you move to the production phase, this development cost (€1,000) will be credited to you as a 10% discount on your final orders until the entire advance payment is used.

Note: All stated prices are starting prices and are quoted excluding value-added tax (VAT 0%).

Bringing cosmetic products to the EU market requires official certification. We offer the following services:

• Safety assessment (CPSR): Toxicological evaluation in English under the customer's name. Price starting from €500 (duration up to 4 weeks).
• Preservation test (Challenge Test): If necessary, depending on packaging and microbiological risks. Price starting from €500 (duration approximately 1.5 months). We also help select packaging that may allow you to avoid this test.

Note: All stated prices are starting prices and are quoted excluding value-added tax (VAT 0%).

Bringing a new product to market in its entirety — from product development, testing, and certification to printing and final production — typically takes at least 6 months.

Yes, you can! Our service is extremely flexible. You can handle packaging selection, design, and printing entirely or partially yourself, or use your own packaging and labeling.

Yes, we do. Acnova ensures quality control and helps verify that selected packaging solutions are compatible with the product to meet requirements and help avoid unnecessary laboratory testing if needed.

• Intellectual property rights remain with Acnova: The official ownership and intellectual property rights of the product (including the formula) belong to Acnova Oy.
• Customer rights: Upon completion or termination of the collaboration, the customer receives access to product information, namely the PIF file (Product Information File).
• Recipe purchase: If you later wish to obtain full intellectual property rights and the complete formula in your own name, you have the option to purchase them separately from Acnova.

• Non-Disclosure Agreement (NDA): Your formula's security is of paramount importance to us. Initially, we'll sign an official non-disclosure agreement (NDA) with you.
• Cost calculation: After signing the agreement, you can provide your formula to us confidentially. Based on this, our team will calculate a precise and individual quote for your production and manufacturing costs.

Nonwoven fabric is a modern alternative to traditional fabric, manufactured from natural and synthetic fibers without classic weaving. This material stands out due to its high hygiene, hairlessness, softness, excellent absorption, and stable structure, making it a perfect solution for single-use applications as well. Learn more.

There is no universal material. For each product, we select the balance of softness, strength, absorption, and cost.

Yes, if available materials are suitable for the intended use, packaging, and project requirements.

Yes. Denser material is generally more expensive but can offer better feel and strength.

Yes, sample options are processed during the project preparation phase.

Yes. We adapt the packaging to your brand's visual system.

Yes. This is especially important if the product is intended for multiple markets.

Yes. Packaging and printing may have their own minimum order quantities.

Required documentation depends on product type, material, and market. Generally, the following are needed:

• Specification
• Composition information
• Labeling
• Material documentation

Yes. Language versions should be planned in advance so packaging design accounts for the amount of text.

Responsibility is shared depending on the project. Acnova Oy assists in preparing and verifying information, but the customer approves final commercial claims.

Some documentation must be ready in advance. Delaying markings and regulatory information is risky.

Packaging and printing may require their own minimum order quantities, which affect the entire project.

This is handled on a case-by-case basis. It depends on the material, packaging, and production schedule (e.g., impregnation, tight packing, and additional inspections).

Sometimes yes, if materials, packaging, and production route are compatible. This is handled separately.

We use cookies on our website to improve your user experience, analyze website traffic, and ensure the smooth operation of the online shop (such as keeping products in your shopping cart).

• Essential cookies: These are required for basic website and online shop functions, such as secure payments (Stripe).
• Analytical and functional cookies: Help us understand how users interact with the website so we can improve our services.

🛡️ Cookie management: You can edit your cookie settings or withdraw your consent anytime through the cookie banner at the bottom of the website. You can also prevent cookies entirely through your browser settings, but note that this may affect online shop functionality. Learn more.

• Acceptance of terms and conditions: By placing an order on our website, you also accept our service and terms and conditions (public offer).
• Familiarize yourself with the terms: We recommend carefully reviewing the terms before confirming your order. You can read the entire agreement here: Acnova Public Offer.

• Right to account deletion: Yes, you can delete your customer account and all associated personal data at any time in accordance with data protection regulations (GDPR).
• How is the account deleted? You can submit a deletion request by contacting our customer service by email [email protected] or by phone 09 424 513 15 (Mon–Fri 10–17). We'll process the request as soon as possible and confirm to you when the account and data have been deleted from our system.