Caudalie

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FAQ

What are your shipping and delivery policies?

We invite you to receive complimentary ground shipping on all  ca.caudalie.com orders of $60 CAD or more, no promotional code required. For shipments totaling less than $60 CAD, there will be a delivery charge of $7.00 CAD for Standard Shipping via UPS ground.

Caudalie online orders only ship on business days: Monday through Friday, excluding Saturday and Sunday, and federal holidays within the United States, as well as the day after Thanksgiving.

Please note, orders received by 12:00 Noon EST, Monday through Thursday, will be processed and shipped within 24 hours of your receipt of your order. Orders received after 12:00 Noon and during the weekend (Saturday and Sunday) will be processed and shipped the next business day.

Shipping Charges
UPS Standard (Orders above $60 CAD) FREE
UPS Standard (Oders under $60 CAD) $7.00 CAD
UPS Worldwide Saver $15.00 CAD


General Delivery Times
Below are the shipping options available for your Caudalie order. Please select the option that best suits your delivery needs during checkout.

UPS Standard (FREE or $7.00 CAD)
To determine when your package will arrive, please visit the UPS Standard.

UPS Worldwide Saver ($15.00 CAD)
For an additional $15, orders may be shipped via second day delivery to most destinations. For more information, visit the UPS Worldwide Saver page to determine your shipping day.

Orders Shipping to P.O. Boxes and APO/FPO Addresses
At this time Caudalie cannot ship orders to P.O. Boxes or APO/FPO/DPO addresses. We apologize for any inconvenience.

Hazardous Materials
Certain items considered Hazardous Materials (HAZMAT) which include alcohol-based products (e.g., perfumes, etc.) are required by the CA DOT to be shipped by Ground-only transport, due to air transport restrictions and regulations.

International Orders
At this time Caudalie.com orders may be billed and shipped to locations within Canada. If you wish to ship an order internationally, please use our international website www.caudalie.com for a list of countries that accept eCommerce orders.

Shipping to Multiple Addresses
At this time we do not offer shipping to more than one location per order. We apologize for any inconvenience.

How do I know if my order has been processed?

When your order and payment are validated, we send a confirmation e-mail. If you do not receive this confirmation e-mail, your order may not have been received. To make sure please contact Caudalie Customer Care at 1.866.826.1615, Ext. 1 (Monday through Friday, 9am – 6pm, EST) or by email: americas@caudalie.com

How do I track my order?

When your order has been processed and shipped, you will receive a shipping confirmation email. Tracking is then accessible on the carrier’s website up to 24-hours after your package has been shipped.

You may also track your order by logging into your myCaudalie account. If you have not created a myCaudalie account, you may visit the myCaudalie page and type in your Order Number and Last Name to check the status of your order.

How do I change or cancel my order?

To change or cancel an order after confirmation of payment, please contact Caudalie Customer Care at 1.866.826.1615, Ext. 1 (Monday through Friday, 9am – 6pm, EST) or by email: americas@caudalie.com

Can I return the products I ordered?

We hope that you are completely satisfied with your ca.caudalie.com purchase. If you wish to return or exchange an item purchased on ca.caudalie.com, please return the unopened item within 14 days of receipt.
We can only accept returns from orders placed on ca.caudalie.com. Purchases made at retail locations or through another web site must be addressed by the original place of purchase.

Please complete the Caudalie Return Form that was included in your package. If the return form is not available, please address your return package to:

CAUDALIE CANADA, Inc.
ATTN: RETURNS/EXCHANGES
1200 Bay street, Unit 202
Toronto, ON, M5R 2A5


We recommend that you send your return via an insured method, which can be tracked in the case of loss. We regret that we do not refund original shipping costs.

A credit or refund will be issued to the original credit card used to place the order within 30 business days of receipt. Please allow for up to 2 billing cycles for the credit adjustment to appear on your statement.

If damages have occurred in your order please contact Caudalie Customer Care within 72 hours for prompt resolution.

Should you need further assistance, please contact Caudalie Customer Care at 1.866.826.1615, Ext. 1 (Monday through Friday, 9am – 6pm, EST) or by email: americas@caudalie.com.

Do you ship to P.O. Boxes and APO/FPO Addresses?

At this time Caudalie cannot ship orders to P.O. boxes or APO/FPO/DPO addresses. We apologize for any inconvenience.

What payment methods are offered?

We accept payments by credit card (Visa, MasterCard, Discover, and American Express). Your bank details are encrypted and are never known or stored by Caudalie USA. Payments made on the website ca.caudalie.com are processed securely through the payment partner, Authorize.net.

For further information about payment, you can contact Caudalie Customer Care at 1.866.826.1615 ext. 1 (Monday through Friday, 9am - 6pm, EST) or by e-mail at americas@caudalie.com.

Do you ship internationally?

At this time ca.caudalie.com does not ship to locations outside of Canada.
If you wish to ship an order internationally, please visit our international website for a list of countries that accept orders.

How can I get advice on Caudalie products?

You can visit the "Products" section of our website or ask your questions to our Caudalie Customer Care by e-mail at americas@caudalie.com or call us at 866.826.1615 ext.1 (Monday to Friday from 9am - 6pm EST).

Where can I find the closest store to my home?

To find the stores that carry Caudalie near you, click here.

How long can I keep a product before opening it?

All of our formulas (with the exception of our Herbal Teas and Vinexpert Dietary Supplements) have at least 30 months of proven stability before opening.

Do your products contain expiration dates?

You will not find expiration dates on our packaging, except on our Vinexpert Dietary Supplements and our Organic Herbal Teas, which are ingested.

However, to determine the expiration date of your product, please email Caudalie Customer Care at americas@caudalie.com with your product name and Batch number. Your Batch number is a 5 digit code located on the bottom or back side of your product. Once we receive your email, we will forward to our Product Development team in France, where they will provide the expiration date for us.

If you have any doubts about a product, please contact Caudalie Customer Care at 1.866.826.1615, Ext. 1 (Monday through Friday, 9am – 6pm, EST) or by email: americas@caudalie.com

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

It is important to know the shelf life after opening. This is indicated on the product you purchased.

The PAO, i.e. the Period After Opening, is mentioned on our products’ packaging (a pictogram representing an open pot indicating the recommended period of use, once the packaging is open). It generally varies from 6 months (6M) to 18 months (18M). After this period, we cannot guarantee the product's efficacy and stabilization of the formula.

Are Caudalie products made with natural ingredients?

We favor natural active ingredients of fair trade and/or organic origin. We also use active ingredients from biotechnology for their unparalleled effectiveness. Please visit our Ingredients page for more information.

Are there any nanoparticles in your products?

Our formulas do not contain nanoparticles.

Are your products safe to use while pregnant or breastfeeding?

In the early months of pregnancy and when breastfeeding, as a precaution we recommend avoiding products concentrated in essential oils and containing glycolic acid. These include our night oils (Vine[Activ] Overnight Detox Oil, Vinosource Overnight Recovery Oil), Contouring Concentrate for Body, Gylcolic Peel Mask, Purifying Mask, Beauty Elixir, as well as the Crushed Cabernet Scrub. The Vinexpert Dietary Supplements are also not recommended for pregnant women. Since everyone’s skin is different, we advise having your Doctor look over all your skincare products prior to use.

Are your products Gluten Free?

Many of our products are Gluten Free. Please see the following list of Gluten Free Products:

Cleansers/Toners: Micellar Cleansing Water, Instant Foaming Cleanser, Grape Water, Moisturizing Toner, Beauty Elixir

Masks: Glycolic Peel Mask

Premier Cru: Premier Cru The Cream, Premier Cru The Eye Cream

Resveratrol Lift: Resveratrol Lift Firming Serum, Resveratrol Face Lifting Moisturizer, Resveratrol Lift Eye Balm, Resveratrol Night Infusion Cream

Vine[Activ]: Glow Activating Anti-Wrinkle Serum, Energizing and Smoothing Eye Cream, 3-in-1 Moisturizer, Overnight Detox Oil

Vinoperfect: Vinoperfect Radiance Moisturizer Broad Spectrum SPF20, Vinoperfect Cell Renewal Night Cream

Vinosource: Moisturizing Sorbet Cream, Moisturizing Mattifying Fluid, Intense Moisture Rescue Cream, Overnight Recovery Oil

Teint Divin: Mineral Tinted Moisturizer Light, Mineral Tinted Moisturizer Medium, Mineral Bronzing Powder

Body: Nourishing Body Lotion, Hand and Nail Cream, Foot Beauty Cream, Vine Body Butter, Divine Oil, Shower Gels, Fresh Fragrances, Contouring Concentrate, Draining Organic Herbal Teas

Do you test your products and ingredients on animals?

As per our founder, Mathilde Thomas, "Caudalie does not make any tests on animals, has never done it and will never do. We are completely against animal testing and we require the same from our suppliers of raw materials."

Since its creation in 1995, Caudalie has respected a very rigorous ethical code. The founding principles of our Cosm'ethics have always been: respect for the skin, the environment and animals, while at the same time offering effective treatment formulas.

It should be noted that European directives have banned the animal testing of finished products since 2004.

We do not deny that our products are actually sold in China. Sadly, nowadays no cosmetic brand exporting to China can obtain any certificate from Chinese authorities that guarantees no animal testing. That is why we, at Caudalie, carry out lobbying campaigns in China while supporting local authorities in order to change mentalities.

We know that the Chinese regulations are moving in the right direction. Plus, we are convinced that it is more effective to act onsite than to refuse to sell our products and deny the population of effective, natural and luxurious products such as Caudalie.

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

All ingredients from the vine (grapes, seeds, shoots, etc.) are from France. We continue to use vine ingredients from Château Smith Haut Lafitte. We also collaborate with vineyards in Champagne and Gard. All these vineyards practice integrated farming methods.

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

All of our fragrances contain ingredients of natural and synthetic origin. Some olfactory notes are not available in nature. Also synthetic molecules prevent the risk of sensitization. In addition, these notes add great olfactory richness to fragrances. That is why our co-founder, Mathilde Thomas, does not want to ban them. However, we always use very small amounts of them.

What preservatives do you use?

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

Why do you not have an organic range?

We use organic active ingredients as soon as we are sure of their effectiveness and quality. Caudalie complies with rigorous Cosm'ethics (0% parabens, phenoxyethanol, mineral oils, ingredients of animal origin, coloring agents, phthalates, etc.) and its top priority is product safety. We formulate our beauty products with a maximum number of natural ingredients (over 100 different natural extracts), with the greatest respect for the skin.

Mathilde Thomas and her team of formula composers use organic active ingredients whenever efficacy, safety and sensory pleasure can be guaranteed. These three criteria are indeed essential to Caudalie. Our draining herbal teas are therefore organic (Agriculture Biologique [Organic Agriculture] / Ecocert label) and the Grape Water is obtained using 100% organic grapes (USDA label).