Frequently Asked Questions
General Questions – Our Products
I have a question about the products, what should I do?
We have detailed all information relating to products, ingredients, and skincare routines on the individual pages of each of our Pioupiou products. Nevertheless, for more information, do not hesitate to write to us at info@pioupiou-cosmetics.com; our team will be happy to assist you!
Is it possible to order samples?
Due to the current size of our company and our environmental commitments, it is not possible to send you free samples. However, we offer some products in miniature versions, such as the oil. For more information, or if you have a specific request, please contact us at info@pioupiou-cosmetics.com.
Who can use Pioupiou products?
Everyone! The formulas have been developed for the most delicate skin, but the products are suitable for both adults and children. Feel free to offer a Pioupiou routine to the whole family!
Can I also use Pioupiou products during pregnancy?
Yes, of course. All Pioupiou products are guaranteed safe and healthy for Mom and Baby during pregnancy and after birth. Our products are made only from the best high-quality raw materials and are specially designed to meet the needs of the most sensitive skin; thus, we have eliminated all ingredients not recommended or subject to doubt during pregnancy. They have been clinically and dermatologically tested and approved by a toxicologist expert to guarantee the safety of expectant mothers, mothers, and babies. Our Mom and Baby oil will be a perfect ally for your wellness routine from the beginning of pregnancy and long after.
I am breastfeeding my baby, can I continue to use Pioupiou products?
Yes! The Pioupiou skincare routine has been specifically designed for the most delicate skin. Our formulas have been clinically and dermatologically tested and approved by a toxicologist expert to guarantee the safety of expectant mothers, mothers, babies, children, and the whole family.
From what age can Pioupiou products be used?
All our Pioupiou skincare products are exclusively composed of the best quality raw materials and are specially developed to meet the needs of a baby's sensitive skin. Therefore, they can be used immediately after birth. More than a moment of care, massages with baby are also moments of well-being and promote the bond between parents and baby.
Are Pioupiou products organic?
Yes! Our products are certified Cosmébio and Cosmos Organic by Ecocert Greenlife, the most demanding level of organic cosmetic certifications. These labels guarantee that our products have been developed in compliance with demanding specifications regarding the choice of ingredients, organic farming, and the brand's sustainable and ethical values. You can find more information about our certifications here.
What does "100% natural ingredients" mean?
In our products, all ingredients used are of natural origin. We have chosen not to use any synthetic ingredients derived from petrochemicals.
Are your products vegan?
Yes! All Pioupiou products are vegan and contain no animal ingredients.
Are Pioupiou products tested on animals?
No! We are committed to respecting animal welfare, which is why all our products are 100% vegan and not tested on animals, approved by the PETA association as part of its "Global beauty without bunnies" program. Furthermore, please note that if you buy cosmetic products in Europe, animal testing has been prohibited by law since 2003.
Why are natural cosmetic products more expensive than conventional skincare products?
Natural components are more expensive than petroleum products, and even more so if these raw materials come from organic farming. Indeed, they are often produced in smaller, more local companies that ensure respectful and sustainable treatment of the environment, and which have been controlled and certified.
What should you pay attention to in baby care products?
In addition to specific elements like fragrance or ease of application, the use of quality raw materials, as much as possible from organic farming, is essential. A baby's skin is very thin and sensitive to all substances with which it comes into contact, unfortunately also to harmful substances. It goes without saying, therefore, that the focus must be on impeccable quality.
My baby has very sensitive skin. Are Pioupiou products suitable?
All our products are made from 100% natural ingredients. They have been developed for the most sensitive and reactive skin, are hypoallergenic and dermatologically tested. But to be reassured, we recommend testing the product on a small area of the baby's skin 24 hours before full use.
Can Pioupiou products be used on children's problem skin (e.g., eczema)?
Yes! Our gentle formulas have been developed for delicate, sensitive, and reactive skin. The natural composition of our products can help regulate baby's skin problems with a healthier routine; it is certainly recommended before using too many stronger chemical products. Nevertheless, we cannot replace the advice of a professional, so do not hesitate to ask your pediatrician for serious skin problems. We also advise you to try it first on small clean and healthy areas to see the skin's reaction.
Do Pioupiou products contain allergens?
No, none of the 26 allergens recognized as such in the European Cosmetic Regulation are present in our formulas. An allergen is commonly defined as "any substance, often a protein, that induces an allergy." A list of 26 substances likely to cause allergic reactions has been established, and these substances must appear on the product label when they are present at certain thresholds in the final formula. Generally, allergens with the highest allergenic potential are contained in fragrances. Our fragrances have been chosen with the greatest care to avoid the presence of these substances; moreover, we have opted for a subtle blend of 100% natural ingredients. You can use them from birth, and for the whole family.
Do Pioupiou products contain essential oils?
No. Our products can be safely used from birth and by the whole family.
How did you develop the fragrance?
Our products do not contain synthetic fragrance or substances recognized as allergens. We have developed a subtle and gentle blend made from 100% natural ingredients.
Where are Pioupiou products produced?
All products are developed, tested, produced, and packaged in Switzerland. We are committed to knowing all our partners perfectly to ensure impeccable quality and a sustainable approach. The formulas are unique and belong to Pioupiou Cosmetics.
Where can I find your products?
Currently, our products are sold on our e-shop www.pioupiou-cosmetics.com. They are also available in some stores here.
If, moreover, you would like to stock our products or recommend a store name, please do not hesitate to contact us at info@pioupiou-cosmetics.com.
I'm lost, I don't know how to use Pioupiou products with my child?
No problem, you can write to us at info@pioupiou-cosmetics.com, and we will help you create a skincare routine with complete peace of mind.
Orders & Deliveries
I have a question about my order
For any questions related to your order or if you wish to contact customer service, do not hesitate to write to us at info@pioupiou-cosmetics.com, and we will get back to you as soon as possible!
Is there a minimum order value?
No. Each item can be ordered individually.
What payment methods are offered?
Payments are made online immediately by two possible methods:
- Credit card (VISA, MasterCard, etc.), with fully secure payment thanks to the STRIPE platform.
- PAYPAL, fully secure.
- People residing in Switzerland will also soon be able to use TWINT, via the application.
How do I change my delivery address?
If you have not yet received a shipping confirmation from our warehouse, it is still possible to change your delivery address. Send us an email as soon as possible at info@pioupiou-cosmetics.com, and we will help you make the modification.
What are the delivery times?
The package leaves the warehouse within 1-2 business days. As soon as the package is handed over to the parcel service, you will receive a shipping confirmation by email. Delivery times depend on the chosen delivery method: for standard delivery, as soon as your order is validated by the warehouse, it should arrive within the next 72 hours. Your order tracking number will allow you to know the status of your delivery in real-time.
What are the delivery costs?
Orders are delivered to the delivery address indicated at the time of the order, provided that the delivery information is correct. The applicable delivery rates are as follows:
- Switzerland (Swiss Post), Standard/Economy delivery €8 and Priority delivery €11 per order.
- Standard France delivery managed by DPD, €6
- Express France delivery via Chronopost, €12
- Europe delivery – Chronopost or FEDEX, €14
- International delivery on request, Basic Rate €30
Tip: Group your purchases into a single order to avoid additional costs. Deliveries in Metropolitan France and Switzerland are free from €60 of purchase; in Europe from €150 of purchase and worldwide from €250 of purchase on our site.
Which countries do you deliver to?
We deliver worldwide. Please note that when delivering to non-European or non-EU countries (excluding Switzerland), additional country-specific import duties, possibly customs clearance fees, customs clearance service fees, and possibly import sales taxes may apply. The amount of the fees depends on the country of delivery. You are responsible for these fees.
Where can I find my order tracking?
As soon as you have placed your order and it is validated by our warehouse, you will receive a shipping confirmation email. You will find an order tracking link directly in this email. This information is also available in your customer account.
Is the packaging used for shipping sustainable?
We make maximum efforts to offer you eco-responsible solutions to respect the brand's values and commitments. Some packing methods used in our packages sent to France are based on responsible and reusable recycled textile fibers. Contact us for more information at info@pioupiou-cosmetics.com.
Returns
I want to return my product, what should I do?
No problem! To make a return, the best way is to send us an email to info@pioupiou-cosmetics.com, providing us with information related to your order: the order number, the products you wish to return, the reasons for your return, and your request for exchange or refund. With this information, we will be able to get back to you quickly and process your return. You can request an exchange of your ordered items within 14 days from the order date. Return shipping costs are at your expense. Please note that returned products must be intact, unopened, and in their original packaging.