Question 1

What payment methods do you accept?

Accepted Answer

Payment is made by credit card (Visa, Mastercard, American Express), Apple Pay, Google Pay, or Revolut Pay. Payments are fully secured and encrypted by our service provider: Garu Paris never has access to your banking details. Your account is only charged once the order has been confirmed.

Question 2

Is it possible to purchase in one click from the product page?

Accepted Answer

Yes. The "Buy now" button on each product page leads directly to the checkout for that skincare item. At checkout, Apple Pay, Google Pay (depending on your device and browser), and Revolut Pay allow you to confirm your order without entering your banking details.

Question 3

Do I need to create an account to place an order?

Accepted Answer

You may place an order without any prior formalities; you will be invited to create your account just after payment, in a matter of seconds. Your customer account allows you to track your parcel, download invoices, request a return, and receive news from the Maison. These services are reserved for account holders.

Question 4

How do I use a discount code?

Accepted Answer

Enter the code in the designated field at checkout. The discount is recalculated immediately and appears in the order summary. Only one code is accepted per order. The routine discount (−10% on a set of skincare products) is applied automatically.

Question 5

Can an order be modified or cancelled?

Accepted Answer

Every order enters the preparation stage shortly after payment. Once preparation has begun, it is no longer possible to modify the products or quantities, nor to cancel the order. In case of an error, please write to us immediately at hello@garuparis.com, including your order number: the sooner the request is made, the better our chances of intervening in time. Otherwise, the right of withdrawal remains available upon receipt.

Question 6

Can the delivery address be changed?

Accepted Answer

Within 24 hours of placing your order, contact us as soon as possible: we will do our utmost to correct the address, though we cannot guarantee it. If the parcel has already been dispatched, you may contact the carrier directly using the tracking number: they generally offer the option to change the address or delivery window.

Question 7

What are the steps of an order?

Accepted Answer

1. Payment confirmed: a confirmation email is sent to you. 2. In preparation: your order is prepared and checked within approximately 2 business days. 3. Dispatched: the tracking number is sent to you by email; it is also available in your customer account. 4. Delivered: the carrier hands over the parcel to you. You may then publish a review of your skincare products.

Question 8

Why did only part of my order arrive?

Accepted Answer

Rarely, a product may become unavailable between the time of order and preparation. Rather than delaying the entire parcel, we ship the available products. The missing product is automatically refunded to the original payment method, and you will be notified by email.

Question 9

Which countries do you ship to?

Accepted Answer

We ship to the 27 countries of the European Union, the United Kingdom, Switzerland, Norway, and the United States. Delivery is only available to addresses located on the mainland. The choice of country and available delivery methods are displayed automatically at checkout.

Question 10

Do you ship to islands and overseas territories?

Accepted Answer

Not at this time. We do not ship to islands and overseas territories (notably Corsica, DROM-COM, the Balearic Islands, the Canary Islands, Madeira, the Azores, Sicily, Sardinia, and the Greek islands). Parcel forwarding services are not supported. We are currently exploring the expansion of our delivery zones.

Question 11

Are there any customs duties to expect?

Accepted Answer

No customs fees within the European Union. For the United Kingdom, Switzerland, Norway, and the United States, import duties and taxes may be collected by the carrier upon delivery, depending on local regulations. These remain the responsibility of the recipient and are not included in the displayed price.

Question 12

What are the delivery times?

Accepted Answer

Each order is prepared within 2 business days, then handed over to the carrier. Estimated delivery times for standard shipping, including preparation: France, Belgium, Luxembourg, Germany, Netherlands, Austria, and Nordic countries: 6 to 8 business days. Baltic states: 4 to 6 business days. Southern and Eastern Europe, Ireland: 10 to 13 business days. United Kingdom: 6 to 9 business days. Switzerland and Norway: 7 to 8 business days. United States: 4 to 7 business days. The exact delivery time for your country is displayed at checkout.

Question 13

What is the cost of delivery?

Accepted Answer

Within the European Union, standard delivery is charged at €5.90; it is complimentary on orders over €80 (after discounts). For the United Kingdom, Switzerland, Norway, and the United States, as well as for express delivery, the rate depends on the country and the weight of the parcel. It is calculated and displayed before payment confirmation.

Question 14

Is express delivery available?

Accepted Answer

Yes, to most countries: 1 to 2 business days of transit time after preparation (3 to 4 days for Switzerland, Norway, Cyprus, and Malta). Simply select "Express" at the Delivery step of the checkout. Complimentary delivery does not apply to express shipping.

Question 15

Which carrier handles the delivery?

Accepted Answer

FedEx for the European Union, the United Kingdom, Switzerland, and Norway; UPS for the United States. All our deliveries are tracked. The carrier may contact you via SMS or phone on the day of delivery: a valid phone number is therefore required.

Question 16

How can I track a parcel?

Accepted Answer

Upon dispatch, an email is sent to you containing the tracking number and a link to the carrier's website. This tracking is also accessible at any time from your customer account, under the "My orders" section, showing the delivery progress. If the number is not yet active, it will be within the following hours: it sometimes activates only upon the first scan of the parcel.

Question 17

The parcel has not arrived: what should I do?

Accepted Answer

First, check the tracking: the parcel may have been left at a collection point or with a neighbor, or a delivery notice may have been left. If the carrier was unable to deliver your parcel (due to an incomplete address, absence, or unreachable phone number), we will contact you to confirm your details. A prompt response is required, as the carrier only holds the parcel for a few days. If the delivery time has been significantly exceeded, please write to us, including your order number. A claim for a lost parcel can be filed up to one month after the estimated delivery date.

Question 18

Can a parcel returned to the sender be resent?

Accepted Answer

Yes. When a parcel is returned to us because it could not be delivered, we will contact you to confirm your address and availability before reshipping it. The parcel is inspected upon its return: any product damaged during the initial transit is replaced before the new shipment.

Question 19

How long do you have to return a product?

Accepted Answer

You have 14 days from the receipt of your order to exercise your right of withdrawal, without needing to provide a justification.

Question 20

Which products can be returned?

Accepted Answer

Products must be returned unopened, complete, and in their original packaging. For reasons of hygiene and health protection, opened or unsealed skincare products cannot be returned unless they are defective. Return shipping costs are your responsibility, unless the product is damaged or an error was made on our part.

Question 21

How do I request a return?

Accepted Answer

From your customer account, under the Returns section, select the order, the relevant products, and the reason for the return. A request can also be sent to hello@garuparis.com. Once the request is validated, the address and instructions for the return shipment will be provided to you.

Question 22

How long does it take to receive a refund?

Accepted Answer

Refunds are processed no later than 14 days after we receive your return (or proof of shipment), using the same payment method used for the order. Depending on your bank, the credit may take a few additional business days to appear in your account. Your refund history can be found in the Payments section of your customer account.

Question 23

Order cancelled or payment failed: is any amount charged?

Accepted Answer

No. If an order is cancelled or the payment does not go through, no amount is charged; any sum already debited is automatically returned to your payment method. If this refund does not appear after a few business days, please contact us with your order number.

Question 24

A product arrived damaged or defective: what should I do?

Accepted Answer

Please contact us within one month of delivery via your customer account (Returns section) or by email, including your order number and clear photos of the product and the shipping box. We will arrange for a replacement, typically within 72 hours, or a refund. You will not incur any costs.

Question 25

A product froze during transit: can it still be used?

Accepted Answer

Yes. Our formulas are designed to withstand cold temperatures. Simply leave the product at room temperature for 24 hours before use; once it returns to room temperature, it will regain all its qualities. If the texture seems unusual after thawing, please write to us.

Question 26

Where can I find the complete list of ingredients?

Accepted Answer

The complete INCI list appears on each product sheet under the "Ingredients" section, as well as on the packaging. Key active ingredients are presented one by one. In case of a known allergy, please always consult this list before use.

Question 27

Which ingredients are excluded from your formulas?

Accepted Answer

Our formulas are free from parabens, mineral oils, silicones, PEGs, chemical UV filters, microplastics, synthetic fragrances, and artificial dyes.

Question 28

Do your products contain sulfates?

Accepted Answer

The only sulfate used in some of our cleansers is Sodium Coco Sulfate (SCS), which is plant-derived and authorized by the COSMOS standard. It is significantly less irritating than Sodium Lauryl Sulfate (SLS) and does not penetrate the epidermis.

Question 29

Are the fragrances in your skincare products natural?

Accepted Answer

Yes. No synthetic fragrances are used in our skincare: our scented compositions are crafted from natural aromatic substances and are 100% vegan. For those who prefer to avoid all fragrance, several products are formulated fragrance-free; this is noted in their name and on their product page.

Question 30

What allergens might your products contain?

Accepted Answer

The most common allergens in our formulas are naturally present in essential oils and plant extracts: limonene, linalool, citral, citronellol, geraniol, and eugenol. They are always indicated in the ingredient list. Products that contain none of these carry the 'allergen-free' label on their product page.

Question 31

Do your products contain alcohol?

Accepted Answer

Some products contain plant-derived ethyl alcohol, which is indicated in the INCI list. As a natural preservative, it evaporates in seconds and does not dry out the skin at the low concentrations used in natural cosmetics. Even when it does not appear in the list, trace amounts may originate from plant extracts, which are often obtained through alcoholic extraction. This is why we do not claim to be 'alcohol-free'.

Question 32

Do your products contain palm oil?

Accepted Answer

Palm oil is not added as an ingredient. Certain derivatives (such as palmitic acid) may be present in very low concentrations within other ingredients. These derivatives are RSPO certified, ensuring sustainable cultivation.

Question 33

Which form of vitamin C do you use?

Accepted Answer

Depending on the product, we use ingredients such as Ascorbyl Palmitate, a stable and fat-soluble form of vitamin C chosen for its antioxidant properties. The exact form is indicated in the ingredient list of each product.

Question 34

Are your products vegan?

Accepted Answer

The vast majority of our skincare products contain no ingredients of animal origin. Relevant products are marked as 'Vegan' on their product page. For a specific product, the ingredient list is the definitive reference; our team is also happy to provide information.

Question 35

How should I use a skincare product?

Accepted Answer

Instructions for use (frequency, quantity, time of day) are provided on each product page and on the packaging. As a general rule: cleanser, then serum, eye contour, cream, and in the morning, sun protection. Exfoliants and masks should be used once or twice a week, preferably in the evening; after an acid-based exfoliant, the skin must be protected from the sun.

Question 36

How do I choose the right skincare for my skin?

Accepted Answer

The Garu Skin Audit asks you about your skin, your concerns, and your habits, then suggests a morning and evening routine composed of the appropriate skincare. It is complimentary and takes only a few minutes. Our collections can also be filtered by need (hydration, radiance, blemishes, anti-aging, etc.) or by skin type.

Question 37

Do you offer skincare for blemish-prone skin?

Accepted Answer

Yes, several products are designed for combination to oily skin prone to blemishes: a purifying cleanser, an anti-blemish moisturizer, and a clay mask for pores and blackheads. They are grouped under the "Blemishes" filter in our collections; the Skin Audit can also guide you.

Question 38

Are your products suitable for eczema or highly reactive skin?

Accepted Answer

Our products are cosmetic skincare, not medication: they care for the skin but are not intended to treat eczema, psoriasis, rosacea, or dermatitis. In most cases, they can be used; however, we recommend sharing the ingredient list with your dermatologist. Some products are formulated for sensitive skin: this is noted on their product page.

Question 39

Are your products suitable for everyone?

Accepted Answer

Yes. Our skincare is designed for every skin, regardless of who uses it: only the skin type and its needs matter.

Question 40

Are your products suitable for children?

Accepted Answer

Our facial skincare is not recommended for those under 12 years of age. Such young skin is still developing and does not require active skincare.

Question 41

Can your products be used during pregnancy or breastfeeding?

Accepted Answer

Our products are formulated with selected ingredients and undergo safety assessments, but they have not been specifically tested during pregnancy or breastfeeding. We advise you to share the ingredient list with your doctor or midwife. In the Skin Audit, simply indicate pregnancy: products containing retinoids or salicylic acid will then be excluded.

Question 42

What is the shelf life of your products?

Accepted Answer

Most of our products have a shelf life of 2 years from the date of manufacture when unopened. Each product reaches you with at least 6 months of validity, most often between 12 and 24 months. Once opened, the product can be kept for 3 to 24 months depending on the formula: this duration is indicated by the open jar symbol (e.g., '6M') on the packaging, next to the expiration date.

Question 43

Why do some bottles not indicate a period-after-opening?

Accepted Answer

Airless bottles prevent any contact between the air and the formula. Therefore, there is no period-after-opening: only the expiration date printed on the product matters, regardless of when it is opened.

Question 44

How should I store my skincare?

Accepted Answer

Store your skincare in a cool, dry place, ideally between 10 and 20 °C, away from direct sunlight. Avoid the bathroom, which is often hot and humid. Close each product carefully after use, dispense it with clean hands or a spatula, and keep it in its original packaging. In extreme heat, some products can be placed in the refrigerator.

Question 45

Where are your products manufactured?

Accepted Answer

Our skincare products are formulated and manufactured in Europe, in a production site certified ISO 22716 (Good Manufacturing Practices for cosmetics). The exact country of manufacture for each product is indicated on its label and packaging.

Question 46

What does the ISO 22716 certification guarantee?

Accepted Answer

ISO 22716 is the international standard for Good Manufacturing Practices for cosmetics. It governs hygiene, safety, and quality control at every stage: manufacturing, control, storage, and shipping.

Question 47

What commitments has your manufacturing partner made?

Accepted Answer

Our manufacturing partner is B Corp certified: an independent certification that attests to high and measurable standards regarding social and environmental impact, transparency, and accountability throughout the supply chain. Our ingredients come from rigorously selected European suppliers, ensuring better quality control and a reduced environmental footprint.

Question 48

How are your products tested?

Accepted Answer

Each formula is developed and then tested by volunteers, whose feedback is used to refine it. It then goes to the laboratory: physico-chemical properties, stability, shelf life, and the effectiveness of the preservation system are checked, and a qualified expert assesses its safety, as required by law. Finally, each manufactured batch is checked to ensure it complies with the validated formula.

Question 49

What does 'dermatologically tested' mean?

Accepted Answer

A group of volunteers uses the product under the supervision of a dermatologist, who verifies the absence of irritation. This is a tolerance test: it confirms that the product is well-tolerated, not that it produces a specific result. Only some of our skincare products carry this mention: it then appears on their product page.

Question 50

Are your products tested on animals?

Accepted Answer

No animal testing at any stage: neither on our finished products nor on their ingredients. Our formulas are evaluated by volunteers and in the laboratory.

Question 51

Are your skincare products certified organic or natural?

Accepted Answer

Some of our skincare products are certified COSMOS Natural or COSMOS Organic by Ecocert, a leading independent organization. The mention and logo appear on the product page and packaging of the products concerned. COSMOS Natural guarantees ingredients of natural origin and respectful processing methods. COSMOS Organic adds requirements for organic ingredient content.

Question 52

What percentage of natural and organic ingredients do your certified products contain?

Accepted Answer

A COSMOS Natural certified product generally contains at least 95% ingredients of natural origin. COSMOS Organic certification also requires that at least 95% of processed plant-based ingredients be organic, and at least 20% of the total (10% for rinse-off products). The exact percentages for each product are listed on its packaging.

Question 53

Are your products compliant with European regulations?

Accepted Answer

Yes. All our products comply with Regulation (EC) No 1223/2009 on cosmetic products. Each has a product information file including its safety assessment and is notified on the European CPNP portal before being placed on the market. A responsible person established in the European Union ensures this compliance for your safety.

Question 54

What services does the customer account offer?

Accepted Answer

Order and parcel tracking, invoice downloads, payment and refund history, return requests, address and favorites management, as well as the results of your Skin Audit.

Question 55

Where can I find an invoice?

Accepted Answer

All your invoices are available in PDF format in your customer account, under the Invoices section. They can be downloaded individually or exported as a single file. For an invoice in a company name, please provide the company name and VAT number when ordering, or write to us.

Question 56

How do customer reviews work?

Accepted Answer

Only individuals who have purchased a product may rate it, via the order page once it has been delivered. Each review is reviewed before publication; its content is never altered, and both positive and negative reviews are published.

Question 57

How does the Skin Audit work?

Accepted Answer

Two versions are available: the Express, consisting of a few questions, and the In-depth, which is more comprehensive (sensitivity, lifestyle, preferred textures, budget, etc.). You will receive an analysis of your skin, a morning and evening routine, active ingredients to prioritize and avoid, as well as a selection of suitable skincare. The Skin Audit is complimentary, carries no obligation, and does not replace the advice of a dermatologist.

Question 58

How can I contact Garu Paris?

Accepted Answer

By email at hello@garuparis.com, or via the form on the Contact page. Our team will respond within 24 business hours. For any questions regarding an order, please include its number: this will ensure a faster response.

Question 59

Where is the Garu Paris headquarters located?

Accepted Answer

The headquarters of Maison Garu Paris is established at 66, avenue des Champs-Élysées, 75008 Paris. It is not a retail location open to the public: our skincare products are offered on garuparis.com. For any inquiries, our team is at your disposal at the address hello@garuparis.com.

Frequently Asked Questions

Orders and payment

Delivery

Returns and refunds

Products and ingredients

Quality and certifications

Account and services