Frequently Asked Questions
Got questions? We’ve got answers
Orders
What should I do if my order is damaged or defective?
If your order is damaged or defective, please contact us immediately. We will process your request as soon as possible and provide a solution, such as a replacement product or a refund. You can submit a return or warranty request for this on our contact page .
How can I place an order?
To place an order, add the desired products to your shopping cart and follow the steps on the checkout page. Enter your details, choose a payment method, and complete your order. You will receive a confirmation email once the order has been successfully placed.
Which payment methods do you accept?
We accept various payment methods, including iDEAL | Wero, credit cards (Visa, MasterCard), PayPal, Klarna, and bank transfer. At checkout, you can choose the payment method that is most convenient for you.
Can I change or cancel my order?
Once your order has been placed, it is processed automatically. This means that your order can no longer be changed or cancelled unless you contact us immediately after placing the order. We do our best to help, but this depends on the status of your order. After you can always return the order and you will be refunded if the product meets our terms.
How can I return my order?
If you are not satisfied with your order, you can return the products within 30 days of receipt. Please ensure that the items are unused and in their original packaging. You can find more information about the return process on our returns page.
Order tracking
When will I receive my order?
The delivery time depends on the shipping method and the country of destination. Within the Netherlands, delivery is usually within 24 hours, except for orders placed on weekends. For international orders, the delivery time may vary, we almost always ship within 48 hours to every country in the EU. You can track your order using the tracking number you receive.
How can I track my order?
After your order has been shipped, you will receive a tracking number via email. You can use this to track the status of your package on the courier's website or use our tracking system.
Do you offer free shipping?
Yes, we offer free shipping for orders over €35,-. For orders under this amount, a fixed shipping rate applies, which is shown at checkout.
LED Therapy & Product Usage
When can I expect to see results?
Results vary from person to person. Most people start noticing a difference in their skin's appearance after 4 to 6 weeks of consistent use, with more visible results developing over time.
Which LED mask is right for me?
That depends on your skin goals and how much coverage you want. Answer a few quick questions and we'll match you with the mask that fits your skin best. Find your mask.
Can I use the mask during pregnancy or breastfeeding?
No. Our LED masks aren't suitable during pregnancy or breastfeeding, as there isn't enough research on LED light use in these period
Can I use several colours in one session?
Yes, though we recommend no more than two colours per session. Red light is the most used and is often combined with the infrared function. Always follow the build-up schedule for each colour before increasing use.
Can I use the mask if I have sensitive skin?
Start on the lowest intensity and run a short 1-minute test session. If any discomfort or irritation occurs, stop using it right away and consult a dermatologist if needed.
Can I use the mask with make-up or skincare on?
Cleanse and dry your skin first, so the light reaches your skin directly without any product in the way.
Product Care & Warranty
How should I clean my LED mask?
Wipe the mask after each use with a soft cloth and a small amount of 70% alcohol to remove oils and product residue, then wipe again with a lightly damp, lukewarm cloth and dry it off. Let it air dry fully before storing. Never submerge the mask in water or hold it under the tap, and avoid acetone, bleach, or abrasive cleaners, as these damage the silicone.
How should I store my device?
Let the mask air dry completely after cleaning, then store it in a cool, dry place, ideally in the box it came in. Lay it flat or let it keep its natural shape, and avoid folding it sharply or placing heavy objects on top, as this can leave a permanent crease in the silicone. Keep it out of direct sunlight and away from water
Does my product include a warranty?
Yes. Every Parvale device comes with a 2-year warranty and 30 days to change your mind. Not happy with your purchase? Get in touch and we'll sort it out.
Account & Support
Do I need an account to place an order?
No, guest checkout is available, but creating an account makes it easier to track orders and manage purchases.
How can I contact customer support?
You can reach us through our Contact page or customer support email.
How long does it take to receive a response?
Our team aims to respond to inquiries as quickly as possible during business hours.