Frequently Asked Questions

  • Who to contact if you need help?

    For any help please contact us via email at support@microbiome.esseskincare.com.}

  • How long does my skin swab last?

    Once you have taken your skin swab, the vial is stable at room temperature for a month. However, it is best if you return your skin swab to us as quickly as possible for the most accurate results.}

  • How to register your skin swab?

    Once you have created an account, login and navigate to the CAPTURE tab. Complete all the questions to activate your kit and to give Esse consent to sequence your microbiome. This should be done before performing the skin swab.}

  • Do I need to complete the questionnaire before preforming the swab?

    Yes, we need to link the skin swab to your account. This way we know who to send the results to. Answering the questionnaire will greatly improve the information we can provide once we have sequenced your microbiome. We also need your authorization electronically before we can sequence your skin swab.}

  • Where can I find my Kit ID?

    The Kit ID is located on the collection vial and the swab validation code is on the swab packet.}

  • When I try to start the questionnaire, I am told my “Swab code, does not correspond to Kit code”.

    Please check that the codes you have entered matches exactly to those on the collection vial and swab. If you are still having problems, please email us at support@microbiome.esseskincare.com and we will send you a new activation code.}

  • I am having a different problem completing the questionnaire.

    If you have any other problems, please update your version of Chrome, Firefox, or Safari to the latest version. If you have an up-to-date browser and are still having issues, contact us at support@microbiome.esseskincare.com.}

  • I can't find the skin swab instructions.

    All the swab instructions are on the website. Once you have created an account, you can login and navigate to the HOW TO tab to watch the instructional video. If you have trouble locating the instructions, we have provided them below: Before you take your skin swab, login to the https://microbiome.esseskincare.com and navigate to the CAPTURE tab to activate your kit and to complete the questionnaire. Step 1: Wash your hands. Loosen the lid to the collection vial, to make it easier to open once you have completed the swabbing. Remove the swab from the package. Be careful not to touch the tip of the swab with your fingers. Step 2: Set a 2-minute timer and start the timer. Swab your forehead and upper cheeks while rolling the swab in your fingers to distribute the microbes over the whole swab tip. Avoid touching hair and eyebrows, tie back hair if necessary. Step 3: Uncap the collection vial break the swab tip into the vial. Be careful not to spill the liquid. Step 4: Recap the collection tube and ship the skin swab to our lab in the enclosed return envelope.}

  • When will I get my results?

    Skin swabs are batched and then sent for sequencing as soon as possible, but it typically takes 6-8 weeks to process the swabs and receive the results. Unfortunately, there are possibilities for further delays due to unforeseen circumstances, so please do not make any plans that depend on your results being available at a specific time.}

  • I spilled the collection vial, or I have contaminated my swab!

    Our kits only come with a single tube and swab. Unfortunately, we don’t provide spares. Please contact us at support@microbiome.esseskincare.com and we will send you a replacement.}

  • I did not receive my kit in the mail, or it arrived damaged!

    Please email us at support@microbiome.esseskincare.com. We will send you a replacement kit.}

  • My collection vial is leaking!

    We check every kit before they get sent off however sometimes things still goes wrong. Please email us at support@microbiome.esseskincare.com. We will send you a replacement kit immediately.}

  • What if I bought an Esse Skincare Microbiome kit and did not use it, can I get a refund?

    No, unfortunately we do not offer refunds for unused kits.}

  • What happens if my skin swab fails?

    If your skin swab fails, we will immediately notify you via email however we will only know if it has failed once we begin the sequencing process (6-8 weeks). When performing the skin swab follow all instructions as outlined in the instructional video.}

  • How do I mail back my skin swab?

    For EU customers, seal the collection vial and ship the skin swab to our lab in the return envelope provided in your kit. For International customers, please mail your skin swab to Out Of Eden, Hulda Mellgren gata 3, Vastra Frolunda, 421 32, Sweden.}