FAQ
If you have any questions, we've probably got the answer in this FAQ. If you can't find the answer you're looking for, please don't hesitate to contact our customer service department.
House of Peau Brand
Who we are
We are a French cosmetics brand for beauty professionals. Curious to find out more? We invite you to discover the history of the brand.
What are House of Peau 's commitments?
At House of Peau, our commitment is absolute and uncompromising. This commitment manifests itself in our concern to preserve your customers' skin and protect the planet. It permeates the way we interact with those around us. You can explore the full scope of our commitment by clicking here.
Is the site reserved for professionals?
Yes, our site is exclusively reserved for beauty and wellness professionals. A customer account is required to place an order on our site.
Products
Why do Jelly Masks are better than traditional masks?
Algae Jelly Masks stand out from traditional masks thanks to their unique ability to perfectly hug the curves of the face and body.
This exceptional and unique adhesion creates a slight compression, which not only maximizes the effectiveness of the mask itself, but also favors the absorption of the active ingredients of the products used beforehand, reinforcing its efficacy.
What's more, unlike conventional masks, our Algae Jelly Masks offer a 3-in-1 skincare experience, as their texture can be applied to both eyelids and lips, ensuring a complete, even result.
What is your policy in terms of ingredient selection and product safety?
We carefully select our ingredients to guarantee optimum performance while respecting the skin and its microbiota. In our formulations, we have banned all controversial chemical ingredients, such as parabens, mineral oil, sulfates, phenoxyethanol, BHT, phthalates, volatile silicones and others. Our products are composed of at least 90% ingredients of natural origin, ensuring an uncompromising experience that combines sensoriality with the pleasure of application.
Where can I find information on the ingredients contained in a product?
The INCI list (International Nomenclature of Cosmetic Ingredients), which lists all the components of a cosmetic product, is clearly displayed on each product page, and is also available on each item's packaging.
Are House of Peau products tested on animals?
No, House of Peau products are not tested on animals, in compliance with European Union regulations in force since 2009.
How long can I keep my product before opening?
Each product has its own shelf life. Please refer to the packaging of each product for details. On average, unopened products can be stored for up to 3 years in a cool, dark place.
What types of facial care products do you offer beauty and wellness professionals?
We offer a wide range of facial care products, including serums, masks, cleansers and much more. They're all tailored to the needs of beauty professionals. In fact, our teams are constantly working to expand our range.
How can I choose the right products for my salon?
Our team of experts is at your disposal to advise you on the products best suited to your needs. Don't hesitate to contact us for advice.
After which treatments can I apply Algae Jelly Masks?
You can apply an Algae Jelly Mask after any type of skin care. There are no contraindications; on the contrary, our masks have been specially developed to meet the needs/problems of all your customers.
How many masks are in a jar?
Each jar contains 540g net, equivalent to about 18 face uses.
Shipping
Which countries do you deliver to? Can I order from abroad?
If you can't find your country in the list, please contact us directly to arrange delivery.
On our site, we deliver to the following countries:
- In the EU: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Holland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal (except Madeira and Azores), Spain (except Canaries, Ceula & Melilla),
Romania, Slovakia, Slovenia, Sweden.
- Europe: Norway, Switzerland, United Kingdom, Turkey, Iceland, Malta, Moldova
- DROM/TOM: New Caledonia, French Polynesia, Guadeloupe, Reunion Island, Mayotte, Martinique, French Guiana
- Others: North Africa, USA, Canada, Australia, Vietnam, Japan and Hong Kong, South Korea, India, Singapore, Taiwan.
You can have House of Peau products delivered to any of these countries by ordering directly from our online store.
You're not delivering my country. What can I do?
Don't worry, we deliver worldwide! Contact our sales department to place your order directly!
What delivery methods and rates are available?
In Metropolitan France: we offer home delivery and point relais.
In Europe: we offer home delivery.
For countries outside Europe : we offer home delivery.
The price of delivery will be displayed when you validate your basket.
Delivery is generally free of charge for purchases over €200 VAT Inc.
How long does it take to process/prepare orders?
Your order will be dispatched the next day (if working day) at the latest.
For example, if you order on a Monday, your order will be shipped on Tuesday. On the other hand, if you order on Friday, your order will be dispatched on Monday.
How do I track my delivery? Where can I find my tracking number?
Once your parcel has been shipped and picked up by the carrier, you will receive a shipping confirmation e-mail. This e-mail will contain your tracking number, which will enable you to follow your parcel on the carrier's website.
My tracking shows "Delivered" but I haven't received anything. What should I do?
If you have not received your parcel, we invite you to contact your neighbors or the janitor of your building, who may have received it for you.
We also recommend that you check with your nearest post office (for Colissimo orders).
If you still haven't received your parcel after these actions, please write to us via our form, so that we can look into it together.
Orders
Has my order been processed?
Once your order has been validated, a confirmation e-mail containing your order number will be sent to you. Also, note that you can find all your orders in the "My orders" section of your House of Peau customer account.
I haven't received a confirmation e-mail. What should I do?
If your payment has been processed and you have not received a confirmation email, please check your spam folder. If after 20 minutes you still haven't received anything, please contact our customer service department here.
How secure is the House of Peau payment system?
Your payment is totally secure using our STRIPE, PayPal or Klarna payment modules.
The latter is protected by an SSL-type security system, ensuring that all your banking data is protected. We do not store any of your bank details.
Where can I find my invoice?
Your invoice is available on your personal space. You can also find your invoice on your order details. Please note that invoices are sent automatically by email when your parcel is dispatched. A link to download your invoice is available in the dispatch email.
Customer account
Do I need to create an account to order?
Yes, creating an account is mandatory. Don't worry, it will take less than a minute.
Can I change my customer information?
In your customer area, you can modify your delivery addresses. If you wish to change any other information, please contact our customer service department.
Can I enter my VAT number later?
Yes, you can enter and/or modify your VAT number in the My Addresses section of your customer area.
Partnerships and Distributors
I would like to resell your products.
Thank you for your interest in our brand and our products.
For the moment, our products are available exclusively on Houseofpeau.com.
However, we are planning to roll out a distribution network in the near future.
So we're constantly on the lookout for distributors with whom we can bring this project to fruition.
Please do not hesitate to contact us via the form to let us know of your interest.
I'm a trainer and would like to work with your products.
Thank you for your interest in our brand and our products.
For the time being, we have suspended our partnerships with trainers and schools due to internal changes underway at House of Peau.
However, don't hesitate to contact us via the form to let us know of your interest, so that we can get back to you as soon as partnerships resume.