HELP AND FAQ ON ESTHEDERM ONLINE ORDERS.

ORDERING, PROCESSING AND SHIPPING.

Where does Esthederm currently ship? Esthederm Canada (www.esthederm.ca) currently only ships to Canada. If you are looking for our products in other countries, we invite you to check out our country selector and visit the website for the specific country you are looking to ship to: https://esthederm.ca/en/countries-selector/

About shipping to Canada. Esthederm Canada offers standard shipping in Canada. Standard shipping is free on all orders. You will be sent a tracking number with tracking information once the shipment is shipped. All payments are charged in Canadian dollars (CAD). Orders are processed within 48 hours. Expected delivery time is between 3-10 business days, depending on geographical location. However, due to safety measures to protect our distribution center employees and delays in shipments, orders might be delayed. Processing and delivery times may vary during holidays. Thank you for your understanding. All orders are process through Purolator. The shipping company will attempt to deliver the package three (3) times, at which point a ticket will be left at the door, for pick up at your nearest Purolator point of pick up.

When can I expect to receive my order? Orders are processed within 48 hours. Expected delivery time is between 3-10 business days, depending on geographical location. However, due to safety measures to protect our distribution center employees and delays in shipments, orders might be delayed. Thank you for your understanding.

Are taxes included in my order total? At the time of check out, you will be able to see the subtotal for your order, and the taxes with the total including taxes, prior to checking out. Once checked out, you will receive a receipt including the total cost of your order (including taxes).

Issues with my order or tracking. We are sorry to hear that! For any questions regarding orders, products, or general concerns, please contact us: cercle@esthederm.ca. Please allow 24h for a response.

Am I able to edit my shipping address? If you have placed the order and need to change the address, you can reach out to us at cercle@esthederm.ca. However, please note that we may not be able to make the change if the order is already in process or shipped. We will do all we can to help you. If your order is already processed or shipped, you will need to contact the shipping company yourself to request the change. Please note that any cost incurred by a change of address will be at your cost.

Can I change my order once it is placed? If you have placed the order and need to change it or cancel it, you can reach out to us at cercle@esthederm.ca. However, please note that we may not be able to make the changes if the order is already in process or shipped. We will do all we can to help you.

How can I check back on the detail of my order? You can view order status and information on the ‘My Account’ section, which will be updated as your order progresses. You will also have information on past orders and account details.

Can I use multiple promo codes, promotions and loyalty points at checkout? You can only use one promo code at a time, and this includes points, codes or discount.

Can I checkout as a guest? Unfortunately, at this time, you cannot check out as a guest. However, by opening an account, you are automatically eligible for our loyalty program, where you earn points for every purchase and redeem them for free gifts or dollars off your next purchase.

How do I update my information on my account? Its simple, visit the ‘My Account’ page, sign-in to your account and you can update any information in the different section of your account, such as name, shipping address, billing address, etc. You will also be able to see your point balance and redeem your points.

How is my personal information used when I open an account? The respect of your personal information is important for us. For all the information regarding the use of your information, please see our Privacy Policy.

PRODUCT INFORMATION.

How can I find out more information about a product? You can learn all about our products on our website product pages. If you can’t find what you are looking for, please feel free to reach out to us cercle@esthederm.ca. Please allow 24h for a response.

Are Esthederm products suitable for me? Yes, our creator, Jean-Noël Thorel took the step into patents and technologies that would sustain the effectiveness of each face care, body care and sun care range, not matter the skin type or concern, laying the foundations for the Esthederm philosophy: biology at the service of aesthetics, to provide professional skin care to all.

Is Esthederm cruelty free? So glad you asked – at NAOS, we take pride in constantly pushing forward ethical practices within the beauty space. For full transparency, we’ve compiled the information below and hope it helps to clarify our positioning.

ANIMAL TESTING: we’d first like to reiterate that all of our products comply with the current international regulations, including the European regulations, some of the strictest in the world in terms of consumer protection. Remaining true to the main principles of ecobiology that drive NAOS, we develop products that are kind to the skin and protect the health of our customers, while seeking to minimise our impact on the environment. We carefully select and carry out quality controls on the ingredients used. In Europe, the cosmetic sector has been a pioneer in this area: since 11 September 2004, testing on animals has been prohibited for finished cosmetic products. Since 11 March 2009, this ban has also applied to cosmetic ingredients (except for certain tests that were prohibited on 11 March 2013). As this lack of animal testing is a regulatory requirement in Europe, you will not see any claims on our products regarding the absence of animal testing.

RAW MATERIALS DERIVED FROM ANIMALS: NAOS brands (Bioderma – Institut Esthederm – Etat Pur) do not use any raw materials derived from protected animal or plant species (Convention on International Trade in Endangered Species of Wild Fauna and Flora). Traditionally, animal substances were very widely used in cosmetics (collagen, milk, etc.). Food-related health problems (foot-and-mouth disease, Creutzfeldt–Jakob disease and “mad cow” disease, for example) cast doubts on the use of these raw materials, most of which have been widely replaced since the 1980s. Moreover, we no longer use products derived from cattle, sheep or goats, with the exception of (cow’s) milk and lanolin (sheep’s wool). We also use hive products (honey, propolis, royal jelly) and marine ingredients (plankton, chitosan, etc.). For each of these ingredients, we ensure perfect traceability, guaranteeing the origin of the material and the production processes used. We also verify its quality, reproducibility and purity. We are committed to the safety of all our products, which is demonstrated through advanced clinical studies as well as rigorous cosmetovigilance. All the ingredients in our formulas have been carefully selected according to very strict dermatological criteria and recommended by independent toxicological experts.

How long will my products last? If the product has an expiration date, we do not recommend using pass the expiry date as we can no longer assure its efficacy or safety. If the product does not have an expiration date, we recommended that using within 3- 6 months after opening.

How can I receive personalized offers or deals? Make sure you sign up to our newsletters here and get access to insider news on our promotions, new launches and professional skin care treatments.

RETURNS & EXCHANGES

Our return policy. Any return request my be done withing 15 days of receiving the order. All returns or exchanges are at the discretion of the brand. Some items (such as gift cards) may be non-refundable. If an order is already processed or shipped, and you wish to return the order, please note that all products must be returned to the brand, prior to any refund being made. Any cost of returning products to our office for a refund will be at your cost.

How to place a return or exchange? If you have any issues or concerns with your order, please reach out to us cercle@esthederm.ca. Please allow 24h for a response.

How long does it take to process a return? The request can take up to 10 business days. Once approved, the credit card refunds can ta take 10 business days to appear on your statement.

What should I do if I receive the wrong product? If you have any issues or concerns with your order, please reach out to us cercle@esthederm.ca. Please allow 24h for a response. We will be sure to exchange your products for the correct one.

BILLING.

Accepted form of payment. We accept Visa and Mastercard.

How quickly will you see the charge for your purchase on your credit card? Your credit card will be charged as soon as your order is accepted and processed.

Declined payment. If the payment will not go through, here are a few tips to try and make it work: check that your card’s billing details (security code and billing address) match what you have set up with your credit card provider. Check your card expiry date. Otherwise, your credit card provider may have declined your payment. You will need to reach out to them to get more details.

LOYALTY PROGRAM.

Will I be collecting points on all my purchases on esthederm.ca? Yes, for every $1 spent on regular products on our website, you will earn 5 points. Points are only earned when shopping on our website (www.esthederm.ca), on regular products. No points will be earned on purchases done using points or on free items.

If I purchase products on other websites or in-store, will I earn points? No, our loyalty program is only eligible for products purchased on Esthederm.ca. Purchases done on other websites or in-store will not be eligible for loyalty points.

I made a purchase, but I do not see my points, what can I do? Sorry about that! If you have any issues or concerns with your loyalty points, please reach out to us cercle@esthederm.ca and we will be more than happy to look into it for you. Please allow 24h for a response.

Where can I see how many points I have? Its simple, visit the ‘My Account’ page, sign-in to your account and click on the ‘Loyalty Program’ section of your account. You will be able to see your point balance and redeem your points.

When will my points appear on my account? As soon as the order is processed, the points will be updated on your account.

If I return products, will I lose the points? Yes, all returned products will also mean the return of the points.

If I want to return a product that I purchased with points, can I? If you choose to return a product purchased with points, for eligible reasons, we will credit your account with the points used at the time of purchase. All refunds will be done in the same way it was purchased.

How do I register for the loyalty program? By opening an account, you are automatically eligible for our loyalty program, where you earn points for every purchase and redeem them for free gifts or dollars off your next purchase.

How old do you have to be to be part of the loyalty program? You must be at least 16 years of age to become a member.

Do I have to be a Canadian resident to be part of the loyalty program? No, you do not need to be a Canadian resident to be part of the loyalty program. However, please note that Esthederm.ca only ships to Canadian residences.

Is there a cost to be part of the loyalty program? No, it is completely free.

How do I spend my points? Its simple, visit the ‘My Account’ page, sign-in to your account and click on the ‘Loyalty Program’ section of your account. You will be able to see your point balance and redeem your points.

BE IN THE KNOW AND GET UPDATED ON OUR LATEST NEWS.

When is the next launch? Very soon! Make sure you sign up to our newsletters here and get access to insider news on our promotions, new launches and professional skin care treatments.

Why are some products not available in Canada? Unfortunately, certain country regulations prohibit us from selling certain products. We do our best to offer as many products as possible. If you are looking for a specific product that we do not carry, please reach out to us at cercle@esthederm.ca and we will try to find the best possible product for you.

Can I talk to someone if I have questions? Yes, when you reach out to us, a person from our team will get back to you. Feel free to reach out to us cercle@esthederm.ca. We look forward to speaking with you.

Important information: Please note that all purchase of Esthederm products is only for personal use, and cannot be resold. By purchasing Esthederm products, you agree not to resell or distribute such products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use. If you are a health care professional, spa or retail establishment wishing to sell our products, please reach out to cercle@esthederm.ca.

Esthederm holds the right to change the information above at any time and modify any programs, such as the loyalty program, at any moment, without prior notice.