Common questions
FAQ
Get quick answers to common questions about our products, deliveries, and purchase terms. We make it easy for you to shop safely with us.
Products & microneedling
Delivery
Returns & Refunds
Warranty & Complaints
Payment
Account & orders
Security & responsibility
Is microneedling safe to do at home?
Yes, it is safe when performed correctly and with the right needle size. Always follow instructions and disinfect thoroughly.
How often can I use a microneedling machine?
Generally every 1–2 weeks depending on needle size. Longer needles require longer recovery time.
What needle size should I choose?
0.25–0.5 mm is suitable for beginners and home use, while longer needles are primarily for professional use.
Are the needles sterile and single-use?
Yes, the needles are always sterile-packed and completely single-use.
Are your machines CE-approved?
Yes, all machines on drpen.se are CE-approved for sale within the EU.
What is the difference between different Dr. Pen models?
The models differ in power, needle depth, motor strength, and areas of use.
Can I use the machine if I have skin problems or medical conditions?
Always consult with a dermatologist or doctor before use if you are unsure.
Which serums are suitable after microneedling?
Mild, moisturizing, and fragrance-free serums without strong acids are recommended.
How long is the delivery time?
3–5 business days with DHL.
How do I track my order?
You will receive a tracking number via SMS or email when the order has been shipped.
Do you deliver with DHL?
Yes, all orders are shipped with DHL.
What happens if I don't pick up my package?
If a package is not collected, the customer is responsible for the costs incurred in connection with the return shipment, any shipping costs, and administrative handling.
How do I make a return?
Contact us via email for instructions before sending anything back.
Which products can be returned?
Only unopened, unused products in original packaging.
What is the cost of return shipping?
The cost of return shipping may vary depending on where the return is sent from, as well as the carrier and shipping method used. The customer is responsible for arranging and paying for the return shipping.
When will I receive my refund?
Once the return is received and approved, usually within a few days.
Can I return opened needles or machines?
No, for hygiene and safety reasons, no opened products are accepted.
How long is the warranty period?
1 year warranty on all machines.
What does the warranty cover?
Manufacturing defects, not user damage or drop damage.
Does the warranty apply to professional use as well?
Yes, the warranty also applies to salons and clinics.
How do I make a complaint?
Contact us via email with a description and pictures/video of the defect.
What do I do if my machine doesn't work?
Contact customer service and we will help you with troubleshooting or complaints.
What payment options do you offer?
Klarna, card payment, PayPal, Apple Pay, and Google Pay.
Can I pay with Klarna?
Yes, both direct payment, invoice, and installment are available.
Is it safe to pay on drpen.se?
Yes, all payments are encrypted with a high level of security.
Do you accept PayPal?
Yes, you can pay quickly and securely via PayPal.
Do I have to create an account to order?
No, you can shop as a guest.
Can I change or cancel my order?
Contact us directly, if the order hasn't been shipped we can usually change it.
I accidentally wrote the wrong address, what do I do?
Contact us as soon as possible and we'll try to correct the address before the package is sent.
Is treatment done at your own risk?
Yes, microneedling is always performed at your own risk.
Should I consult a dermatologist/doctor before use?
Yes, especially if you have skin problems or medical questions.
Can microneedling cause side effects?
Mild redness is common. Strong reactions should be evaluated by a healthcare provider.