Our Customer Service team is based out of our Miami head office. The team’s hours of service are Monday to Friday from 9:30 AM to 5 PM EST (excluding holidays). We have limited support available on the weekends.
To reach our team, please visit our contact page to submit your inquiry or give us a call.
Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.
For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer Service team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.
We do not offer samples for ecological reasons (they are usually made from non-recyclable materials).
We are, of course, available to answer your questions and help you choose the products that will suit you best before you order. You can also consult the customer reviews published on our site at any time to help inform your choice.
*It is recommended to wait at least 4 to 6 weeks after use to judge the effectiveness of a product on the skin.
We do not test on animals and do not ask others to do so.
We know there’s nothing worse than waiting! In most cases, we’ve added an option to set up an alert for your desired product. Subscribe to receive an email notification when the product is back in stock by clicking on “Notify me”.
Absolutely! For regimen/product related inquiries, please fill out the skin type quizz on our website and our team will send you a personalized routine!
You can purchase your products online at justineplichon.com or in one of our pop-up stores in Miami.
We recommend storing our products in a cool dry place at room temperature, away from direct sunlight.
The shelf life is three years when unopened and stored at room temperature. This is the regulatory threshold for testing. Upon opening, please refer to the period-after-opening (PAO) symbol to identify the lifetime of the product.
While each ingredient has been tested and is considered safe for topical application, Justine Plichon products have not been tested on pregnant or breastfeeding people. When pregnant or breastfeeding, it is recommended to avoid any skincare products containing retinoids such as formulations with Retinoid or Retinol.
Our products are highly concentrated in natural ingredients, and we do not add perfume to our compositions, as this is not suitable for some people and can be an allergenic substance. For this reason, our products can have different smells depending on the ingredients, but also depending on the batch, or the smell can change after opening.
The smell of the product has no bearing on its effectiveness. A strong scent will not be considered as a defect for our products.
Do not hesitate to ask us, and feel free to test your product on the inside of your elbow for 24 hours to check that your skin tolerates the product well.
We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.
Cancellations must be requested within 1 hour of the order being placed and within our service hours (Monday-Friday, 9:30 AM-5 PM EST). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and public/bank holidays.
Unfortunately, once an order has been placed, we cannot make any edits or substitutions.
We are unable to update or amend shipping addresses once an order has been placed. If there is an error in your shipping address, we kindly recommend requesting a cancellation and placing a new order with the correct shipping address.
Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.
Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.
Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.
Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbors. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.
Please note that any domestic orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.
Until a missing package has been returned to Justine Plichon or officially declared lost, we are unable to reship or refund the order.
We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbor/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.
