Refusjonspolicy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@premierepeau.com. Please note that returns will need to be sent to the following address: Premiere Peau c/o SAS D.A.T.
259 Rue Saint Honoré
75001 Paris, France
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@premierepeau.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
In accordance with Articles L.221-18 to L.221-28 of the French Code de la consommation and EU Directive 2011/83/EU (Consumer Rights Directive), you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. Sealed hygiene products (perfumes) that have been unsealed after delivery are exempt from this right per Article L.221-28, 5° of the Code de la consommation and Article 16(e) of the Directive.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@premierepeau.com.
Returns Policy (Summary)
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30-day returns: Returns are accepted within 30 days of delivery.
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Free return shipping: We provide a prepaid return label for eligible returns.
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No restocking fees: We never charge restocking fees.
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No final sale items: We do not have “final sale” items—returns are available for all products under the conditions below.
Returns Policy (Full)
1) Return window
You may request a return within 30 days of delivery (as shown by carrier tracking) in Europe and 7 days in USA.
2) Free return shipping
Return shipping is not included for eligible returns. Once your return request is approved, you will bear the shipping cost.
3) Eligibility & condition requirements (strict)
To qualify for a return, items must be returned:
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in original condition (not damaged, altered, or excessively worn),
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clean and free of abnormal wear, stains, odors, or damage,
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with all components included (accessories, inserts, protective elements, documentation),
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packaged securely to prevent transit damage.
We reserve the right to refuse a return or adjust the refund if the item arrives in a condition that is inconsistent with resale due to customer handling, missing parts, or insufficient packaging.
4) How to return
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Submit a return request with your order number (and, if requested, photos).
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We confirm eligibility,
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Drop off the parcel,
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Keep your drop-off receipt until your refund is completed.
Returns sent without authorization may be refused or delayed.
5) Refunds
After the returned item is received and inspected, refunds are issued to the original payment method. Bank processing times vary by provider.
No restocking fees are charged.
6) Exchanges
If you want an exchange (size/color/model), the most reliable approach is:
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return your item for a refund, then
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place a new order with store credit.
7) Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, contact us promptly with:
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your order number,
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photos of the shipping label and packaging,
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photos/videos of the issue.
We will prioritize resolution.
SPECIAL POLICY FOR THE US.
International Duties, Customs & Delivery Liability Policy
This US-specific policy overrides any conflicting interpretation for shipments delivered to the United States.
By placing an order shipped to a US address, the customer explicitly accepts full and unconditional responsibility for all import, customs, duty, and delivery obligations described below.
Key rule: Our responsibility ends once the parcel is handed to the carrier with correct export documentation.
Any failure by the customer to fulfill import or delivery obligations may result in forfeiture of the order with no refund.
1) Scope & definitions
This policy applies to all orders shipped internationally to the United States, regardless of carrier.
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“Duties & Taxes” include: import duties, customs taxes, state/local assessments (where applicable), brokerage/entry fees, disbursement/advancement fees, storage fees, carrier processing fees, and any administrative charges.
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“Carrier” includes: DHL/UPS/FedEx/USPS and any partners/subcontractors.
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“Delivery attempt” includes: delivery attempt, contact attempt, request for payment, request for documents/ID, access-point pickup notice, or scheduling request.
2) Duties, taxes, brokerage & processing fees are not included
All Duties & Taxes are not included in product prices or shipping fees unless we explicitly state otherwise at checkout.
The customer is solely responsible for paying, in full and on time:
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import duties and customs taxes,
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brokerage/entry and clearance fees,
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carrier processing/disbursement fees,
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storage, re-delivery, address-correction, or handling surcharges,
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any charges resulting from incomplete/incorrect consignee information.
We do not control these charges and cannot reduce, waive, predict, or reimburse them.
3) Mandatory customer cooperation with carrier & customs
The customer must:
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monitor tracking,
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respond promptly to carrier communications (email/SMS/calls/door notices),
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pay Duties & Taxes immediately upon request,
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provide requested documentation and/or identification (where required),
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coordinate delivery, scheduling, signature, or pickup as requested.
Failure to comply with any requirement results in customer-caused loss and voids refund rights.
NO CUSTOMS PAYMENT = NO REFUND.
NO RESPONSE TO THE CARRIER = NO REFUND.
4) Refusal to pay customs, refusal of delivery, or “return to sender”
If the customer:
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refuses to pay Duties & Taxes,
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ignores customs/carrier notifications,
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declines delivery because fees are due,
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requests “return to sender” instead of completing clearance,
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refuses a signature/ID check requirement,
then the parcel is treated as customer rejection.
In such cases the order is non-refundable, with no replacement, reshipment, credit, or exception.
5) Customs holds, inspections, and delays are not our liability
US customs inspections and holds may occur without notice. Delays caused by CBP review, brokerage processing, operational constraints, peak season, weather, or transport network disruptions are not our liability and do not create refund rights.
6) Returned, abandoned, destroyed, seized, or denied-entry parcels
If the parcel is:
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returned due to unpaid Duties & Taxes,
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abandoned in a warehouse or access point,
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held until expiration and destroyed,
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rejected/denied entry,
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seized by authorities,
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or returned because the customer failed to take required action,
the order is considered forfeited and non-refundable.
“Return to sender” does not mean “refund.”
International returns may trigger re-import charges, penalties, handling fees, or disposal costs. For this reason, returned international parcels are treated as non-recoverable for refund purposes, even if they physically return.
7) “I didn’t know there would be customs fees” is not a valid reason
Customs duties and import charges are standard for international shipments. Lack of awareness, misunderstanding, or disagreement does not exempt the customer from payment and does not create refund rights.
8) “I never received a call/email” does not transfer responsibility
The customer is responsible for maintaining accurate contact details and monitoring communications.
We are not responsible for:
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missed calls,
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unmonitored voicemail,
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spam/junk filters,
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unread emails/SMS,
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incorrect or incomplete phone numbers or addresses,
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customer travel/unavailability.
If the carrier records an attempted contact or notice, the obligation is considered fulfilled.
9) Address accuracy, deliverability, and access constraints
The customer must provide a complete and deliverable US address (including apartment/suite/unit numbers) and correct contact details.
We are not liable for issues caused by:
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incomplete/incorrect address details,
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undeliverable addresses or restricted locations (mailrooms, campuses, gated communities),
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building policies that prevent delivery,
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access refusal by security/management,
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address-correction or re-route fees imposed by the carrier.
If deliverability issues lead to return/abandonment/destruction, the order is non-refundable.
10) Signature, ID verification, and consignee/importer confirmation
Some shipments require signature and/or ID verification, or consignee/importer confirmation. If the customer fails to complete these steps, any resulting return, hold, or loss is customer-caused and non-refundable.
11) Pickup points, scheduling, deadlines, and storage limits
If the carrier:
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reroutes a parcel to an access point,
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requests delivery scheduling,
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sets a pickup deadline,
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or applies storage limits/fees,
the customer must comply within the stated timeframe. Failure to pick up, schedule, or respond is treated as customer inaction → no refund.
12) Refunds and third-party charges (important)
Even when a return is accepted under our general Returns Policy:
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Duties, taxes, brokerage, and carrier processing fees are non-refundable by us, because they are charged by third parties/government authorities.
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Any potential duty refund/drawback must be pursued by the customer directly with the carrier/broker/authority, where applicable.
13) Reshipment policy (strict)
If a customer requests reshipment after refusal, non-payment, missed pickup, or failure to clear customs:
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reshipment is not provided for free,
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a new order must be placed at full price,
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shipping must be paid again,
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prior losses cannot be credited or deducted.
14) Chargebacks & disputes related to customs/delivery
Chargebacks alleging non-delivery or merchant fault where tracking shows customs hold, attempted delivery, refusal, or customer inaction may be disputed with evidence including:
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carrier tracking and delivery/attempt logs,
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carrier communications records,
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customs/brokerage records where available,
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confirmation of refusal or missed pickup,
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proof of address/contact details entered at checkout.