Customer Support Standards
We are a small house. No call center, no chatbot labyrinth. People who read your message and write back carefully. Here is what you can expect.
Response time
Within 24 hours on business days (Monday through Friday, CET). During peak periods (November through January), this may stretch to 48 hours.
Written communication
All support is handled by email. What we write, we stand behind. Each exchange is documented and retrievable.
Replacements
Defective products are replaced free. No need to return the defective item first. We ship within 48 hours of confirmation, at our expense.
Refunds
Processed within 5 business days. Back to the original payment method. Email confirmation when the refund is initiated.
Escalation
If you feel your concern has not been properly addressed, reply to your support thread with "escalation request." The founder reviews it personally.
Languages
English and French. We can handle Italian, German, Spanish, and Portuguese on a best-effort basis.
What we log
Date, concern, resolution, follow-up. This lets us catch recurring issues, improve what needs improving, and pick up where we left off if you contact us again.
Why written support
Written support is a deliberate choice at Premiere Peau. Pierre Mergui, founder and creative director, is more comfortable with written precision than social performance. This shapes how the house communicates: documented, exact, accountable. The standards on this page are not aspirational. They are the founder's personal operating principles, applied to each client interaction. Premiere Peau customer care is founder-led in the literal sense: the person who makes the fragrance also sets the standard for how you are treated when something goes wrong.