Products and complaints

• Not sure which product suits your skin? Our skin therapists advise you free of charge.
• Skin reaction? Stop using the product and contact us.
• Damaged product or pump not working? You will receive a replacement.
• We confirm a complaint within 2 working days and within 14 days you will hear how we will resolve it.

Every product page shows what the product does, which skin it suits, how to use it and the full ingredient list. Are you sensitive to certain ingredients? Always check that list before you order.

Not sure whether a product suits your skin, or how to combine it with other products? Call us on +31 85 902 20 80 or book a free intake with one of our skin therapists.

The packaging shows an open jar symbol with, for example, 12M. This means the product keeps for 12 months after opening.

1. Stop using the product immediatelyRinse your skin with lukewarm water.
2. Take a photoOf the reaction and of the product. Keep the product.
3. Contact usCall +31 85 902 20 80 or email webshop@cosmetique-totale.nl with your order number and the photos.

Had a reaction to an opened product? We will assess your situation together with a skin therapist. You will receive the value of the product as store credit on your account. You can also book a free intake with our skin therapists, or call us, for advice on your skin and a product that does suit you.

Did your product arrive damaged, is it leaking or does the pump not work? Send us a photo with your order number within 7 days of receipt. You will receive a replacement free of charge.

Does a product break later, within its shelf life? Contact us then too. You are entitled to a product that works as you may expect.

1. Get in touchEmail webshop@cosmetique-totale.nl or call +31 85 902 20 80. Include your order number and what went wrong; photos help.
2. AcknowledgementWithin 2 working days we confirm that we have received your complaint.
3. SolutionWithin 14 days you will hear from us how we will resolve it. If we need more time, we will tell you why and when you will receive an answer.

Please report your complaint as soon as possible, and in any case within 2 months of discovering the problem.

Fortunately, this rarely happens. We do our best to resolve every complaint with you. If that is not possible, you can turn to the competent court. Dutch law applies to your purchase; as a consumer you keep the protection of the mandatory law of your country of residence.