Frequently Asked Questions

1. How do I obtain product samples?
2. Does Clé de Peau Beauté have a loyalty program?
3. Do you test on animals?
4. How do I check the status of my order?
5. Do you guarantee the item(s) in my order?
6. Where can I find information about your ingredients?
7. Can I use this product while pregnant/breastfeeding?
8. Do your products contain gluten?
9. Do your products contain soy?
10. Do your products contain lead?
11. Do your products contain nickel?
12. What is the expiration date for opened/unopened product?
13. Do you ship outside of the United States?
14. What is your corporate position on sustainability?
15. What is ShopRunner FREE 2-day?
16. The item(s) I recently purchased went on sale. Can I receive a price adjustment?
17. I received a damaged item. What should I do?
18. I received the wrong item. What should I do?
19. Do Clé de Peau Beauté products contain any animal products?
20. Why do some Clé de Peau Beauté products include parabens?
21. My package is marked as delivered, but I cannot locate it. What do I do?

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1. How do I obtain product samples?
Samples are complimentary with qualifying orders. We cannot send samples separately from orders, and should a sample selection be out of stock, and we cannot provide an alternative. If you are unsure which products are best for you, we suggest you Live Chat with one of our Skincare Experts or schedule a virtual consultation.

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2. Does Clé de Peau Beauté have a loyalty program?
Clé de Peau Beauté does not currently have a loyalty program.

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3. Do you test on animals?
Shiseido ended animal testing for cosmetic products and quasi-drugs for the development in and after April 2013 by establishing internal safety regulations based on alternative methods.

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4. How do I check the status of my order?
You can review your order status by visiting My Account. If you do not have an account, please visit here.

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5. Do you guarantee the item(s) in my order?
The item(s) within your order, including samples, are not guaranteed fulfillment. During order processing, it will be determined whether an item(s) within your order needs to be canceled due to stock availability issues. We will ship the remaining available item(s) within your order to prevent shipment delays. The pre-authorization hold will automatically drop from your payment method if your entire order is canceled. Please note that canceled item(s), including samples, cannot be replaced with an alternative item(s) once the order has been processed.

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6. Where can I find information about your ingredients?
You will find the complete list of ingredients for each Clé de Peau Beauté product on its respective product page.

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7. Can I use this product while pregnant/breastfeeding?
We are committed to providing our clients with the highest quality products. Please be assured that you may use our products safely under normal condition of use throughout your pregnancy and while breastfeeding. Of course, we recommend you consult with your physician if you have any specific concerns. We have all product ingredient information listed on our website.

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8. Do your products contain gluten?
Many of our products do not contain ingredients derived from barley, oats, rye, spelt or wheat, which are commonly known sources of gluten. However, due to the wide range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are free from any traces of gluten. If you have specific questions or concerns regarding gluten, and the ingredients contained in our formulas, we recommend that you consult your physician. All product ingredients can be found on the product page.

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9. Do your products contain soy?
Due to the range of raw materials and equipment used during the manufacturing of our products, we cannot confirm that our products are entirely free from any traces of soy. If you have allergies or specific personal concerns about soy, we would suggest that you consult your physician before using products that may contain the ingredient.

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10. Do your products contain lead?
None of our products contain lead.

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11. Do your products contain nickel?
We are committed to sourcing and using only top-quality ingredients with the highest level of purity in our formulations. All of the ingredients used undergo rigorous testing before being added to our products. If you have allergies or specific concerns about Nickel, we would suggest that you consult your physician before using products that may contain Nickel.

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12. What is the expiration date for opened/unopened product?
Unopened products typically last for around three years if stored in cool, dry conditions, though this may vary on a product-by-product basis. Products that have been opened are best if used within a specific time frame, depending on the product. Please look for the period after the opening symbol on each product.

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13. Do you ship outside of the United States?
We are unable to ship to international locations at this time.

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14. What is your corporate position on sustainability?
Protecting the environment is an important priority for Clé de Peau Beauté and its parent company Shiseido. We're committed to conducting our business activities in an eco-friendly and environmentally conscious manner. In 1992, Shiseido adopted the Shiseido Eco Policy, a set of guidelines detailing how environmental considerations should weigh management decisions. To learn more about Shiseido’s efforts to protect the environment, please click here.

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15. What is ShopRunner FREE 2-day?
ShopRunner offers free 2-day shipping to their members on cledepeaubeaute.com. ShopRunner members sign in, and ShopRunner free 2-day will automatically be selected as the default shipping method for eligible items on cledepeaubeaute.com.

Sign up today! Learn more about ShopRunner.

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16. The item(s) I recently purchased went on sale. Can I receive a price adjustment?
Clé de Peau Beauté does not honor any price adjustments.

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17. I received a damaged item. What should I do?
When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside and contact us immediately for assistance via chat or email at customercare@cledepeaubeaute.com. If you cannot retain the contents due to the extent of damage, handle them with care to take a photo of the damaged item(s) and then safely discard the damaged contents.

Please be advised that Clé de Peau Beauté monitors claims of lost, missing, wrong, and damaged items for abuse. Lost, missing, wrong, and damaged items must be reported immediately upon receipt of the shipment, and any damaged, or wrong items must be retained (including all packaging). Clé de Peau Beauté reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

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18. I received the wrong item. What should I do?
We confirm 100% accuracy during order fulfillment and guarantee all correct items are shipped with every order. We ask that you please retain the wrong item(s) in question and contact us immediately for assistance via chat or email at customercare@cledepeaubeaute.com.

Please be advised that Clé de Peau Beauté monitors claims of lost, missing, wrong, and damaged items for abuse. Lost, missing, wrong, and damaged items must be reported immediately upon receipt of the shipment, and any damaged, or wrong items must be retained (including all packaging). Clé de Peau Beauté reserves the right to limit or deny the reshipment or credit of an order/item in all instances.

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19. Do Clé de Peau Beauté products contain any animal products?
We are continually evaluating alternatives to animal-derived ingredients and have replaced many ingredients with vegetable-derived substitutes. However, certain Clé de Peau Beauté products may contain animal derivatives, such as lanolin. If you would like further information as to which Clé de Peau Beauté products contain animal derivatives, please contact Customer Care, and we will provide that information.

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20. Why do some Clé de Peau Beauté products include parabens?
It is important to use preservatives to prevent bacterial and fungal contamination. With the high level of natural ingredients in our formulations, the absence of preservatives would require our products to be refrigerated and would need to be used within approximately two weeks after production. Additionally, we strive to ensure our products do not present any health risk from contamination by harmful microorganisms by using preservatives such as parabens.

Parabens have been used for over 70 years and are approved by the US FDA for use in a wide variety of consumer products, including foods and beverages. Parabens provide a critical role in frontline defense for preventing disease and infection in humans by preventing fungal and bacterial contamination, and are recognized as safe by the World Health Organization as well as government agencies around the world. In the United States, the Cosmetic Ingredient Review (CIR) expert panel (an independent body of internationally recognized medical and scientific experts in safety evaluation) has reviewed parabens and concluded that they are safe for use in cosmetic products. All our products are allergy tested and dermatologist tested.

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21. My package is marked as delivered, but I cannot locate it. What do I do?
If the tracking information for your package shows that your package was delivered, but you can’t find it:

1. Please wait 48 hours. In rare cases, packages may be marked as delivered up to 48 hours before arrival. Note: Some carriers may deliver until 10 PM.
2. Check for a notice of attempted delivery.
3. Ask your family and/or neighbors if they received the package on your behalf; Check with your leasing office, front desk and/or package locker where applicable.
4. Look around the delivery location to see if the package was securely tucked away.

If the package is still not found, please contact the carrier directly to report the missing package and ask if they can provide additional details regarding where the package was left. If the package still cannot be located, please contact our Customer Care team at customercare@cledepeaubeaute.com.so that we can check the status of your package. Please note that Customer Care must be notified of missing or lost packages within seven calendar days of your order being marked as delivered.

Please be advised that Clé de Peau Beauté monitors and logs all claims of lost, missing, wrong, and/or damaged items. Lost, missing, and wrong/damaged items must be reported within seven calendar days of the order being marked as delivered. Pictures must be submitted for wrong/damaged items. Clé de Peau Beauté reserves the right to limit and/or deny the reshipment and/or refunding of an order/ item in all instances.