Frequently Asked Questions

My Order

1 - I cannot find my order details.

We recently changed website platforms, and your order histoy may not be available. Please contact Customer Service for further details.

2 - How can I place an order?

Choose the products that you would like to purchase by clicking "Add to cart" or "Buy." At this stage, you may "Add to Cart" or directly place the order. Once the products are in the shopping cart, follow the order process by clicking on the "Confirm" button.

3 - Why am I unable to add products to my shopping cart?

Certain products may be out of stock. If this is the case, please know that we are doing everything we can to restock them. In the meantime, you may purchase them via a Caudalie-approved stockist, or sign up for notifications for when this product is back in stock found on the product page.

4 - How do I know if my order has been processed?

When your order and payment have been confirmed, we send you an initial confirmation message. If your order has been processed, you will be able to view the order summary under the "My Orders and Reservations" heading of your account. If you do not receive an email, it is possible that your order has not been processed yet. To verify this, you may contact our Customer Service.

5 - How can I track my order?

When your order is prepared with a shipping label you will receive a confirmation shipping email. You may track the progress of your shipment under the "My Orders and Reservations" section of your account.

6 - How can I cancel or change my order?

Before confirming payment (at the order confirmation stage), you may modify or cancel your order by going back to the "Shopping bag".

To guarantee the fastest possible delivery, we do not allow cancellations or modifications of your order once it has been finalized. You may attempt to contact Customer Care via phone for fastest update if there has been a mistake made on your order; however we process orders as quickly as possible and cannot guarantee we will make the change. We will not be able to make modifications during any promotional period. However, once you have received your parcel, you may return your full or partial order.

See the section on our return policy for more details.

7 - How can I use a coupon code?

On the shopping cart page, enter your code in the "Enter your code" promotion box. You must click on the "Apply" button to confirm the code. The offer will then be directly applied to your shopping cart.

We remind you that our coupons are only valid for one use per person, while supplies last, and are not valid with other offers.

8 - How can I report an order problem?

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 us to investigate the issue and batch number of the product and to ensure prompt resolution.

If your order is missing a product, or there is another concern, please contact us within 24 hours of receiving your items. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.