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FAQ

What is Vinothérapie®?

Vinothérapie was created by Caudalie and means using the benefits of the vine and grapes in unique skin care products.

Do you test your products and ingredients on animals?

Since its creation, Caudalie has always been opposed to animal testing and does not test on animals in compliance with EU regulations. We use alternative methods to test our compounds and our finished products. Moreover, we do not use animal ingredients. 

All the tests we perform are only carried out on volunteers in a clinic environment and are conducted by an independent laboratory, accredited by the French Ministry of Health, for total objectivity.We are against animal testing and favour suppliers who use alternative methods for our raw materials.

Our first requirement is to ensure perfect safety for our products. Also, please be aware that we continue to defend our Cosm'ethics and are always seeking to go one step further in our commitments. Hence, in 2012, Mathilde and Bertrand Thomas, the founders, decided to donate 1% of Caudalie's turnover to ecological associations for the protection of the planet and the preservation of plant and animal species. 

Which products are recommended for pregnant women?

During this period of hormonal imbalance we recommend the VINOPERFECT range with Viniferine from grapevine sap, which is anti-dark spots and radiance restoring, to prevent or treat the appearance of pigmentation spots (chloasma), common in pregnant women. 

For the body, we recommend daily application of Nourishing Body Lotion to relieve itching due to the skin stretching. Our skincare lotion will also improve the elasticity of the skin, thereby preventing stretch marks.

Which products are contraindicated during this period + breastfeeding?

As a precaution, in the early months of pregnancy and when breastfeeding, we recommend avoiding products concentrated in essential oils. These are the night oils (POLYPHENOL C15 OVERNIGHT DETOX OIL, VINOSOURCE OVERNIGHT RECOVERY OIL), concentrates for the face (Nourishing, Rebalancing, Purifying), concentrates for the body (Contouring and Firming), as well as the CRUSHED CABERNET SCRUB.  The VINEXPERT dietary supplements are also not recommended for pregnant women.

Which products contain essential oils?

These include the Concentrates for the face (Nourishing, Balancing, Regenerating), the Concentrates for the body (Slimming and Firming) as well as the body scrubs (Crushed Cabernet, Merlot Friction) and the Beauty Elixir.

Why are your shower gels and shampoos non foaming?

Our cleansers for the body and hair are non foaming as they are free from sodium laureth sulfate. This ingredient, often used in this type of product, is very harsh to the skin and does not degrade easily. We prefer milder and less aggressive agents for the skin that do not foam but clean perfectly!

Are CAUDALIE products non-comedogenic?

All our facial products are non-comedogenic. This means that they do not cause blackheads.

How do I know the use-by date of your products?

The mention of a use-by date is not mandatory with regard to the legislation on topical skin care products. Hence, you will not find one on our packaging, except on our Dietary Supplements and our Draining Organic Herbal Teas which are ingested. We are lucky in that our products do not remain for very long with our stockists and they are frequently assessed by our sales team as well. If you have any doubts about a product, please contact our Customer Service on 00 800 4429 2424, Monday to Friday from 9 am to 6 pm.

How long can I keep a product before opening it?

Most of our formulas have proven stability of more than 30 months.

How long can I keep a product once I have opened it?

We mention the PAO, i.e. the Period After Opening. So on our packaging you can see a pictogram of an open jar indicating the recommended period of use, once the product has been opened. It generally varies from 6 months (6M) to 24 months (24M).

How can I get advice on Caudalie products?

You can visit the "Products" section of our website or ask your questions to Caudalie Customer Service by e-mail or call us on 00 800 4429 2424 (Monday to Friday from 9 am to 6 pm).

How can I get advice on Caudalie products?

You can visit the Products section of our website or ask your questions to Caudalie Customer Service by e-mail asia@caudalie.com or call us on +852 3974 6121 (Monday to Friday from 9:30 am to 6:30 pm)

Are Caudalie products made with natural ingredients?

We systematically favour natural active ingredients of fair trade and / or organic origin. And we also use active ingredients from biotechnology for their unparalleled effectiveness. The products are worked on in an open formula system for continued improvement, thus some active ingredients are replaced by even better ones as soon as it is possible to do so.

Why do you not have an organic range?

Organic is not an end in itself for Caudalie. We use organic active ingredients as soon as we are sure of their effectiveness and quality. 

Are there any nanoparticles in your sun care products and in the rest of the range? 

Our formulas do not contain nanoparticles.

What sunscreens do you use? 

At the moment we prefer chemical filters in our sun care to provide maximum protection against UV and maximum pleasure of use so as to encourage regular application of the product. Mineral filters unfortunately still do not offer very sensory textures that are invisible on the skin, which is a barrier to frequent use.

What country do your active ingredients from the grapevine and grapes come from?

All our active ingredients from the grapevine and grapes are from France. Our suppliers are mainly Bordeaux vineyards but we also get supplies from Champagne, Gard and Herault vineyards. 

What preservatives do you use?

We use preservatives in our products in small doses and those that we use are certified by Ecocert.

What is the origin (natural or synthetic) of your fragrances?

We prefer synthetic molecules for our face care products and Fresh Fragrances to prevent the risk of sensitisation. Essential oils are indeed known for their photosensitising and allergic risk.

How do I track my order? How do I know if my order has been recorded?

When your order and payment are validated, we send a first confirmation e-mail.  If you do not receive this confirmation e-mail, your order may not have been recorded. To make sure, contact us: by e-mail on asia@caudalie.com, or by calling the following number: +852 3974 6121 (Monday to Friday from 9:30am to 6:30pm). When your order has been processed and despatched, you will also receive a despatch confirmation e-mail. Tracking is then accessible on the carrier's website the day after despatch thanks to the tracking number.

How do I cancel or change my order?

Before finalising your payment, you can modify or cancel your order on the "Your Cart" page in the validating your order step.

To cancel an order after confirmation of payment, call us on 00 800 4429 2424 (Monday to Friday from 9 am to 6 pm) so we can cancel your order before we process it and confirm your cancellation request by e-mail to caudalie@caudalie.com. If the order has already been processed, you can also return the products ordered within 7 days after receiving your order.

Can I return the products I ordered?

You can return products ordered on caudalie.com within 7 days following your delivery. We only accept products which are unopened and in original packaging, with all accessories and inserts. If the wrong products have been delivered, or if the content of the parcel is damaged, please contaact our Customer Service Center at +852 3974 6121. 
Refunds are made to the original form of payment. If a boxed Beauty Set is being returned, all products in the Set must be returned. If your order contained a Gift with Purchase (GWP), the GWP must also be returned. If the GWP is not returned with the original product your refund will not be processed. Shipping costs are non-refundable.

What payment methods are offered?

You can pay on-line by credit card (Visa, MasterCard). Your bank details are encrypted (SSL) and are never known or stored by Caudalie. For further information about payment, you can contact Caudalie Customer Service on +852 3974 6121 or by e-mail at asia@caudalie.com.

What are the delivery charges and times?

We offer free delivery within Hong Kong*. See the Terms and Conditions of Sale for all orders except Hong Kong. Once your order has been processed and dispatched, it will be delivered by courier within 3-5 working days.
*Out of service areas: SHA TAU KOK, TA KWU LING, MAN KAM TO,  MAI PO, LOK MA CHAU, CLOSED AREA, LO WU, PO TOI, TUNG LUNG CHAU, GRASS ISLAND,  CROOKED ISLAND (KAT O), TUNG PING CHAU, MUI WO, LAMMA ISLAND, PENG CHAU, CHEUNG CHAU, TAI O, LANTAU ISLAND. If you have any questions about our delivery services, please email asia@caudalie.com or call +852 3974 6121.

My Account: I have forgotten my password. What should I do?

Go to the "My Account" section.On the identification page click on the link "Forgot Your Password?".Enter the e-mail address you used to register with to which we will send you your password.

How do I change my personal information?

Go to the "My Account" section and log in.

Click on "Your account information".

Make the desired changes, and click on "Save Changes".

How do I use a promotional code?

At the time of payment, type your code in the "Promotional Code" box. It is essential to click on OK to validate this code.

Please remember that our promotions are valid only once per person and they are subject to availability and cannot be combined with other promotions.

Which point of sale is closest to my home?

We distribute our products in pharmacies and perfume shops. To find the points of sale near you, click here.

How can I get samples if my point of sale no longer has any? 

We supply our points of sales regularly so they can enable our customers to discover our different lines and complementary ranges and thank them for their purchases. 

So please feel free to pop into one of our points of sale nearest to you. A beauty advisor will introduce you to the products and give you samples for your skin type. However, if you cannot find what you are looking for with our stockists, please write to us at Caudalie - Customer Service via email: asia@caudalie.com or call us on +852 3974 6121