A person reads every message. Not a bot, not a ticket queue.
We answer in the order messages arrive, in English or French.
What to include
If it is about an order, give us the order number — it is in the confirmation email, and it starts with a #. If it is about a product, tell us your skin type and what you are using alongside it. That is usually enough for us to give you a real answer instead of a generic one.
Before you write
Two things we get asked constantly, answered in advance:
- Where is my order? You get a tracking number by email the moment it ships. If it has been more than five business days since that email and the tracking has not moved, write to us — that is a real problem and we will sort it.
- Can I return it? Yes, within 30 days, and you do not need to send it back. See the guarantee.
Press and partnerships
Same address. Put PRESS or PARTNER at the front of the subject line so it does not get lost behind order questions.