Write to us. A person answers.
No chatbot, no ticket number, no script. Ask whether something suits you, what to do with what you already own, or where your parcel has got to — you will get a straight answer from someone who knows the catalogue, including on the days when the honest answer is that you do not need to buy anything.
Send a message
The more you tell us, the more useful we can be: what you are using now, what your skin is actually doing, and what you would like it to stop doing. That gets a far better answer than a product name on its own. If it is about an order, the order number saves us both a round trip — and if you do not have one, that is completely fine.
Routinae
Trading name of Cloudrix
Schoolstraat 355
5038 RL Tilburg
Netherlands
hello@routinae.com
KvK 97732699
Routinae is a Dutch business selling at a distance. Every product page also names that product’s EU Responsible Person — the company legally answerable for its safety file. That is a different question from who you are buying from, and both of them deserve an answer.
The things people actually ask
If your question is not here, it is worth asking — and worth us answering properly. Nothing is too basic; most of these started as somebody’s email.
When will my order arrive?
We pass your order to the supplier the same or the next working day, and they dispatch within one to two working days. Delivery inside the Netherlands is usually one to two working days after that.
Everything is tracked and the tracking number reaches you by email. Delivery is free on orders over €65.
Can I ask a question without buying anything?
Yes, and please do. You do not need an order number, an account, or any intention of buying something — plenty of the messages we like most are from people working out whether they need anything at all.
Tell us what is on your shelf and what is bothering you, and we will tell you what we would do with it. Sometimes the answer involves nothing from this shop.
Why has my order arrived in two parcels?
Because it came from two suppliers. We hold no stock of our own — whoever holds each product ships it to you directly. If your basket spans two of them, you get two parcels, sometimes a day or two apart.
It never costs you more, and each parcel has its own tracking number. If the second one has not appeared within three working days of the first, tell us and we will chase it rather than asking you to.
Can I return something?
Yes. You have 14 days from receiving your order to tell us you are withdrawing from the purchase, and another 14 days to send the goods back. You do not have to give a reason.
Where an order arrives in more than one parcel, the 14 days run from the day you receive the last item.
I have opened it. Can I still return it?
Sometimes, and the detail matters. If the product was supplied with a protective seal and you have broken that seal, we cannot take it back — EU consumer law allows an exception for sealed goods that are unsuitable for return once unsealed, for health and hygiene reasons.
That exception applies to the seal on the product, not to the outer box. If there was no such seal, you can still withdraw. We may reduce the refund if the product has been handled more than was needed to work out what it is.
Faulty, damaged or wrongly sent items are a separate matter entirely. Those are ours to put right whether or not anything has been opened.
How do I know these are genuine?
We buy from suppliers established in the EU, and before a product is listed we ask them for the EU Responsible Person and confirmation that the product has been notified to the CPNP. Every pack carries a batch code.
If anything looks wrong — the seal, the print, the batch code, the smell — photograph it and send it to us. We refund or replace first and take it up with the supplier afterwards. You should not have to argue your way to that.
Do you deliver outside the Netherlands?
Yes. We deliver across the EU and EEA, and to Switzerland and Norway. Delivery costs and the free-delivery threshold depend on where you are, and both are shown before you pay.
We do not yet ship to the United Kingdom, the United States, Canada or the Gulf. Those countries each require their own cosmetics registration, and we would rather be closed there than sell without the paperwork.
Which product should I buy?
Ask us. Tell us what you are using now, what your skin does that annoys you, and roughly what you want to spend. That is enough to give you a real answer rather than a polite one.
Fair warning: the most common answer we give is to stop using something rather than to add something. We give it even though it costs us the sale, because the alternative is you buying a fourth serum you did not need.
Can you advise me about a skin condition?
Not properly, and we would rather say so than guess. We sell cosmetics, not treatments, and we are not qualified to diagnose anything or to tell you what will help a medical problem.
If something is painful, spreading, or simply not settling down, please see a GP or a dermatologist. We will still be here afterwards — and if you come back with what they told you, we are glad to help you build a routine around it.
Who actually reads this?
Someone who knows the catalogue. We keep this deliberately small, so your message is read by a person who can look at your whole routine and tell you what they would change — not by a queue that passes you along until you give up.
It also means we are not instant. One working day is a promise we can keep; a live chat window that nobody is behind is not.