Most common questions
How does the subscription work?
When you start your subscripion, you’ll get a month’s supply of your hard working body emollient cream — developed by our experts community and produced sustainably in Sweden.
Edit or change when ever you want. You can log in to your account under "My Account" to adjust your plan. After your first 28 days you’ll be charged monthly for ITCHY refills. Pause or cancel anytime.
Where is my order?
I ordered emollient creams
You will receive a delivery confirmation in your email when your package has been sent.
If ordered ITCHIUM®
You can see the status of your Refill order in your account under “Order history”.
Delivery takes between 1-3 working days. Contact us at email@example.com if you have been waiting for more than 5 working days, or if you have any other questions.
How do I pause or end my subscription?
You can pause (or end your subscription under “Account” in your account. You can also postpone or change the delivery date under "My Subscriptions".
I have paid for my order but never received my package
Keeping track of your subscription and future deliveries is super easy via your account under "My subscriptions" and "Order history". Payment is always deducted at the same time as the package leaves our warehouse. It may therefore take a few days for your order to be delivered after the money has been withdrawn. If your package hasn't arrived in 5 working days you can email us at hello@itsitchy.
What is ITCHY?
ITCHY is a telehealth platform for people with skin condition. It was founded 2019 and has since then grown to become a community based platform with a specialised line of products for everyday life.
Want to learn more?
Check out our story
What's the #itchyjourney hashtag?
The #itchyjourney tag was created by ITCHY to encourage people to share their personal journeys with their skin - simply tag anything you like to share with us online with #itchyjourney and we might repost and share your post!
You can always write us directly at firstname.lastname@example.org or at @heyitchy on Instagram.
How do I join the ITCHY test squad?
Got skin condition? Then you can join our test squad! We believe people are the real experts, since we are the ones living with these conditions every day. Who better than us to create the products of tomorrow?
Tell us your story and apply today by pressing "JOIN" to help us shape the future of skin care: JOIN
Where is my order?
You can easily see your order via "My account > My orders" and see its status. You can always chat with us directly using the bottom right chat to check the status of your order as well.
If you haven't received your package within 5 days, email us at email@example.com.
Can I change my order?
Once your order has been shipped from our warehouse you cannot change it. You can however always change upcoming deliveries via "My account".
Can I return my order?
Our creams are under the product class of consumable goods, which means that for safety and hygiene reasons we cannot accept any returns. This is to ensure the safety and quality of all our products.
If you have any issue upon receiving the package, please contact firstname.lastname@example.org
How long until I receive my order?
Standard shipping in Sweden is 1-2 business days. Standard shipping to Europe is 4-6 business days. Due to the current situation shipping times might be affected. You can always check the order status under "My account"
How do I pause/end my subscription?
Cancel anytime! You can pause (or end) your subscription under “Account” in your account. You can also postpone or change the delivery date under "My Subscriptions".
How do I edit my subscription?
Under "My subscriptions" you can do the following:
- Change delivery date
- Postpone the next delivery
- Order separate products or add them to your subscription
- Change delivery intervals (60, 90, or 120 days)
Under "Account" you can do the following:
- Update your personal information and change passwords
- Change delivery address for each subscription
- Update your billing information
- Pause or unsubscribe
How does the payment work?
When it is time for your next smooth refill order, payment will be made automatically via direct debit. Then the package is sent away, so it can take a few days between payment and delivery!
Contact us at email@example.com for other questions about your payment.
Money has been drawn from my account for my re-fill, but I haven't received it yet?
It always takes a few days for your order to arrive, depending on where you are located it usually takes between 1-3 days, or 4-6 if you are in the European Union.Your order is always shipped once your re-fill payment has been made.
Contact us at firstname.lastname@example.org directly and we will help you with any other questions regarding payment.
The ITCHY App
How does the app work?
The ITCHY app gathers all your current prescribed treatments in one place and lets you follow your routine daily from your phone. Use our Timelapse feature to follow your skins past and progress.
How do I redeem my ITCHY Premium code?
It's easy! Simply enter your personal Premium code when prompted in the app: Profile > Settings > Redeem code > Enter code to unlock all ITCHY features. Check your registered email account for your Premium code.
Got any more questions? Email us directly at email@example.com
How do I download the app?
You can download the ITCHY here:
What is the Timelapse technology, and how does it work?
The ITCHY timelapse technology is an advanced skin-tracker tool that you can use to follow your skin's development in real-time. To gain control over your psoriasis and eczema, it is important to test yourself and see which methods and treatments work best for you. It can take some time before you find the treatment or lifestyle that suits you and it can be difficult to keep track of which factors affect your skin. That's why we've developed the Timelapse photo feature for the ITCHY app. With Timelapse, you can document your skin and how treatments, any triggers and various activities affect it. An easy way for both you and your doctor to monitor your skin development!
Use it at the start of every new treatment to track its effectiveness, and see how your skin progresses over time.
Timelapse works like this:
Step 1. Select the part of the body that you want to document.
Step 2. Take your first photo. We recommend taking photos close to the skin, but make sure you have focus, daylight and a neutral background. It is good to photograph skin both with and without a rash to be able to easily compare and see what improves your symptoms.
Step 3. Once your first photo is taken, Timelapse will create a template to make your photo series with as much precision as possible. We recommend taking a picture every day to get as clear an insight as possible into what works best for you.
The image series is automatically edited into a short video. On each picture can see which activities, triggers and treatments are logged that day. This allows you to calmly analyze and get a clear idea of how your skin reacts under different conditions.
You can create any number of Timelapse videos for different parts of the body. So the next time you ask yourself how a particular product or diet affects your skin, Timelapse will be a great asset that improves your self-care.
Download and share your timelapses with your Doctor, family, online communities or friends!
Shipping + Billing
One of my items arrived damaged. What do I do?
Yikes! So sorry that happened. For defective or damaged items, please reach out to our support —firstname.lastname@example.org.
What payments do you accept?
Visa, MasterCard, American Express, Discover, Klarna and PayPal. We unfortunately cannot accept cash, checks, bitcoin, or hugs.
How much is shipping?
Shipping to the Sweden: free
Shipping to the Denmark, Netherlands, Germany and Finland: free
Rest of EU: Depends on chosen carrier
Shipping internationally: $10 flat rate (USD) (+ any local taxes and duties)
When will my credit card be charged?
You are billed each month when your subscription renews, using the payment method you have saved on file. This charge will occur whenever you have set your subscription frequency, which most commonly is every 30 days, unless you cancel. You can always view your next shipment date in your account.
Do you ship internationally?
Currently we only ship within the EU, with plans to offer shipping internationally in the near future.