FREQUENTLY ASKED QUESTIONS
DELIVERY
In mainland France, standard delivery takes 3 to 4 business days. Express delivery, within 1 business day.
We offer standard Colissimo home delivery, express delivery via Chronopost, and pickup at Mondial Relay locations.
Fees are calculated at checkout. Free shipping on orders of €54 or more within mainland France. Below this threshold, standard shipping costs €4.90 and express shipping costs €9.90.
Delivery via Colissimo International: 3 to 5 business days, excluding weekends and bank holidays.
YOUR ORDER
Once your order has been confirmed, it is processed immediately to ensure prompt shipping. If you need to change or cancel your order, please contact our customer service team at care@firn.com so we can assist you.
Once your order has been shipped, you will receive an email with a tracking link. You can also find all the information about your order in your customer account.
Yes. You have 14 days from the date of receipt to exercise your right of withdrawal and notify us of your return by email at care@firn.com. Products must be intact, unopened and in their original packaging.
You can contact our customer service team at care@firn.com. We will provide you with instructions on how to proceed and the return address.
Once the return has been received and approved, the refund will be processed within 5 to 10 business days via the original payment method.
Yes, you can exchange the product, subject to availability. Please contact our customer service team at care@firn.com to arrange an exchange.
Return shipping costs are payable by the customer, unless the product is defective or we made a mistake.
We accept credit cards (Visa, Mastercard, Amex), as well as payments via Apple Pay and PayPal. All your payments are secure.
You can enter your email address directly on the form on the product page. As soon as your product is back in stock, you will be notified by email.
YOUR ACCOUNT
Creating an account is very easy: click on the “Account” icon at the top of the page, then click “Create an account.” Simply enter your personal information and confirm your registration. You will then receive an email confirming that your account has been created.
When you log in, click “Forgot your password?”. Enter your email address and you'll receive a link to create a new password in your inbox.
To access your account, click the “Account” icon at the top of the page, then enter your email address and password to log in. From here, you can track your orders, manage your account information and handle returns.
Log in to your customer account and go to the “Personal Details” section. You can update your contact details, address or preferences.
You can contact us via the contact form or at contact@firn.com. We will delete your data in accordance with GDPR regulations.
We don't have a loyalty program yet.
You can email us at care@firn.com.
Our team is available Monday to Friday, from 9.30am to 6.30pm.
ABOUT FIRN
Find out more about Dr. Fred Zülli here.
Firn refers to compacted snow at high altitudes. It is a scientific term of Germanic origin.
Most FIRN products are based on STM30®. STM30 is water-soluble. It could not, therefore, be incorporated into 100% oil-based formulations. Find out more here.
Find out more about STM30 here.
Biotechnology is inherently sustainable. STM30 is made from ingredients sourced from nature. It takes four years of in vitro culture to obtain plant stem cells. A single extract from an Alpine rose leaf enables the large-scale cultivation of plant cuttings. When it comes to the natural ingredients in our formulations, we take a rigorous approach to sourcing them. FIRN also supports the "1% for Farming" project (link to the page). Finally, when it comes to our packaging, we have almost entirely phased out plastic in favour of high-quality, recyclable, and refillable materials: cellulose resin (Bakelite), glass and aluminium.
ABOUT OUR PRODUCTS
Currently, you can purchase our products directly from our website. Two stores will also open in Paris in 2025.
Samples will be available soon.
Yes, all of our products are made in France. We work with three partner laboratories in Brittany and Lyon.
Yes. Our formulation charter is among the strictest in the industry. We go well beyond European regulations: if there is any doubt about an ingredient, we exclude it. But the true strength of our formulation lies in the fact that it never compromises on performance or the sensory experience delivered by the textures.
STM30 has been clinically tested in more than eight in vitro and in vivo studies. The concentration of active ingredients, listed on the labels, indicates the potency of the formulas, and the results on the skin are measured.
Most of our products have a Yuka rating of 100/100. They are all rated green on Yuka, as "Excellent" or "Very Good."
Yes, all of our products are clinically tested, both in vitro and in vivo.
Yes, most of the products are suitable for sensitive skin, except for the Firming Serum, which contains retinol.
Yes, most products are suitable for pregnant and breastfeeding women, except for the Firming Serum, which contains retinol, and the Anti-Blemish Serum, which contains salicylic acid – both of which are not recommended for pregnant women.
Yes, all of our products are, although we don't yet have official certification.
What are the distinctive features of FIRN active ingredients?
At FIRN, our "standard" active ingredients are of higher quality:
- In terms of production: for example, the squalane we use is made in France from French olive oil, using a process that preserves its properties.
- In terms of quality: for example, the Vitamin C we use is stabilised, whereas standard Vitamin C drops from 100% to 73% concentration within four months; ours retains 97% of its potency at the end of that period.
- In terms of concentration: our active ingredients are clinically tested and used in formulas with objectively measured potencies (unlike major brands, which often include only trace amounts). This is evident in the INCI list: our active ingredients appear at the beginning of the INCI lists.
