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Customer Service

FAQs

Where are products made?

AUTEUR products are formulated and produced in Germany, to EU cosmetic standards.

Are AUTEUR products tested on animals?

AUTEUR is 100% cruelty free.

What does “High-Active Skincare Compositions” mean?

We have invested heavily in a global search for ingredients that will perform at the apex of our vision. In our journey to develop aesthetician-grade skincare compositions, we have sourced the newest and most exciting, proven ingredients available on the market. Rather than leaning on one active ingredient to be our hero, AUTEUR utilises as many as 40 active ingredients in a single product formula, engineered with the maximum or close to maximum concentration allowed of each precious ingredient. These complex formulations engage your skin on a deeper level for longer, leading to more immediate and longer-lasting results.

Will active ingredients irritate my skin?

AUTEUR products are thoughtfully engineered with complex delivery systems to assist formulas to penetrate deeper into the skin, rather than getting caught on the surface, (which is a cause of irritation). Ceramide and Hyaluronic Complexes are added in our formulations to further soothe and nurture skin and strengthen the lipid barrier. For more sensitive skin types, we do suggest testing on a small area of the skin before applying to the entire face, and beginning with an every-other-day application schedule, until skin tolerance can be better assessed. We highly suggest using a daily SPF product and avoiding direct sun exposure, while using AUTEUR products.

Is there a specific way I should apply products?

Yes, please refer to the directions for use provided for each product.

Do AUTEUR products work well with other skincare lines?

AUTEUR is committed to using the purest concentrations of active ingredients in all of our products. Our formulas are designed to give you the best possible results. While all of our formulas are designed to be complimentary and work well together, we do not suggest mixing AUTEUR products with other skincare lines or products, as some ingredients in other lines may not work well with the ingredient complexes found in AUTEUR products.

What is the suggested shelf life of AUTEUR products?

All serums, creams and masks are packaged in airless containers to ensure maximum efficacy. For optimal results, we recommend using products within 6 months of the opening date.

Does AUTEUR offer product samples?

Yes, AUTEUR offers 12-piece Discovery Sets for purchase. Additionally, AUTEUR includes complimentary samples with every purchase. If there are specific products you are interested in trying, please leave us a note when completing your purchase, and we will do our best to accommodate, depending on stock availability.

How do you guarantee product authenticity?

Product boxes are secured with security seals that are resistant to heat, UV, chemicals and friction, to ensure authenticity and prevent product tampering. These tags are serialized, and contain a QR code that can be scanned to verify product authenticity.

Why does my product look slightly different than what I viewed on the website?

The images of the products on our website are for illustrative purposes only. The packaging and presentation of the products may vary minimally from the images shown on the website. Many of our products are available in different sizes, weights, quantities and varieties. The various options for each product are stated on the relevant product page on our website.

Is the packaging sustainable?

AUTEUR is future-facing, and focused on how we can offer the highest-quality products with the lowest environmental impact. No plastic is used in our product boxes, and we utilise a security seal, rather than external plastic wrap, to secure products. The glass bottles can be easily separated from the pump system when empty, and recycled.

Can I request a specific cap texture?

Products in AUTEUR's Definitive Collection are finished with one of seven unique cap designs. These are randomized, and we are unable to accommadate special requests for specific patterns.

How do you use my personal information you collect?

We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important information and terms, which apply to you.

Delivery & Returns

Order Processing Times

Most orders are shipped within 2 business days. Orders placed on weekends or holidays are shipped the following business day.

Order Status and Tracking

An email with your tracking number will be provided when your order is shipped. It may take up to 24 hours for this to populate on the carrier’s website.

Shipping Rates

Orders are shipped using FedEx

Ground: Complimentary

2 Day: $15, Complimentary for orders over $250

Overnight: $45

Orders for International Delivery are calculated at checkout based on current published rates

We are unable to ship to PO boxes

International Orders

International orders are shipped via FedEx International Economy. Shipping costs do not include customs fees, taxes, tariffs and duties and may be collected in accordance with policies and laws in your location. AUTEUR is not responsible for these or any other associated fees. 

Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at check out.

If we are unable to deliver the products ordered to your particular country, you will receive an email to inform you, and the original form of payment will be refunded.

AUTEUR is not responsible for any delivery delays that may occur as a result of customs clearance.

Signature Release

AUTEUR provides the option of requiring a signature upon delivery at checkout. We are not responsible for lost or stolen packages that do not have this option selected for delivery.

All orders over $500 will automatically required a signature, regardless of service type. 

If your delivery has been signed for upon receipt, it is agreed upon by both parties that the delivery of your package is complete, and that AUTEUR is no longer responsible for your purchase. 

Returns

AUTEUR accepts returns on unopened products only. The gold seal on the side of the product box must be intact and in the original condition for your return request to be processed. 

If you would like to initiate a return, please contact us.

In the unlikely event that you receive an item that is damaged or incorrect, please contact us within 48 hours of receiving your shipment. To assure prompt resolution, please be prepared to provide the following: order number, shipping label, pictures of the top, bottom and any damaged areas of the box, pictures of all packing materials and any damaged items. These images are required to assist in the replacement of items, and we may be unable to complete a replacement if the original packaging is not available. 

AUTEUR can assist you with returns purchased only from this website.

If you purchased AUTEUR from another venue, please return it to the place of your original purchase.

AUTEUR Definitive Collection Skincare Ingredients

Skincare Made in Germany

High quality concentrations of high-active & pure ingredients for effective results

Discover our Ingredients
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