Frequently asked questions

Are all ingredients used in your products safe?

All of our products are manufactured and tested under strict quality control guidelines set by the Pierre Fabre Group. All of our formulas are compliant with current European legislation and have been clinically tested by dermatologists to ensure they provide excellent results of efficacy and tolerance, even for people with hypersensitive or atopic (eczema prone) skin. All ingredients used by Pierre Fabre Dermo-Cosmétique Laboratories are on the list of ingredients authorised by the European legislation for use in cosmetic products. The Pierre Fabre Group monitors the safety of each product marketed around the world in accordance with its own strict internal pharmaceutical quality and safety standards.

Do you test your products on animals?

The European cosmetic legislation (directive 76/768/CEE amended the 1th March 2003) requires manufacturers to use alternatives methods to test new raw cosmetic material and finished products.
  • Since September 11th 2004, animal testing on finished products has been prohibited in Europe
  • Since March 2009, animal testing of cosmetics ingredients alone or in combination is prohibited, with the exception of certain tests where alternative methods are being evaluated
  • Since March 11th 2013, animal testing of cosmetic ingredients alone or in combination is rigorously prohibited
We aim to be pioneers in the process and terminated all animal testing several years ago. To evaluate the safety or our cosmetics during their development, we have implemented an alternative program:
  • Development of alternative tests on cell cultures in our skin culture laboratory-created more than twenty years ago
  • Extensive dermatological testing on voluntary human subjects
  • Implementation of methods available on the market and active participation in validation programs of French and European government agencies
In addition, we participate financially in European research programs working to develop alternative methods to animal experimentation. These are conducted jointly by the European Commission and the cosmetics industry, through Cosmetics Europe, the European organisation of cosmetics professionals to which we belong.

However, we do market our products in China. Here tests are imposed by local regulations and performed by private laboratories accredited by the Chinese authorities. Some of these tests are performed on animals.  Eau Thermale Avène Laboratories actively support actions taken by Cosmetics Europe to persuade Chinese authorities to suspend these tests on animals and to use alternative methods available. We believe that by working with the Chinese authorities we will be more likely to succeed in this objective, and we will continue to actively pressurise them until there is a resolution.

I am not sure which products I should use on my skin, can you help?

Yes! Simply answer the questions on our Skin Diagnosis and it will recommend your tailored skincare routine.

Can I use your products during pregnancy or breastfeeding?

All of our products can be used during pregnancy and breastfeeding however we recommend, as a measure of precaution to not use the following products: Cleanance MAT Mattifying Toner, Cleanance Mask and Cleanance MAT Mattifying Emulsion for their concentration of salicylic acid and PhysioLift Night Balm, PhysioLift Eyes, and TriAcnéal because they all contain Retinaldehyde, an anti-ageing compound derived from Vitamin A. Vitamin A supplementation needs to be limited during pregnancy and breastfeeding periods.

Are your products suitable for babies or children?

Our XeraCalm A.D, Cold Cream, Cicalfate ranges as well as the Avène Thermal Water Spray can be used on babies and children.
Although we recommend not exposing children under the age of 3 to the sun, we suggest High Protection Mineral Cream SPF50 until the age of 3 and the Very High Protection spray SPF50+ and Lotion for Children SPF50+ for ages 3+.

Is your packaging recyclable?

Yes! every time you see a recycling symbol.

I bought one of your products and it was damaged, how can I get a refund?

Take the product back to where you bought it from. The store will be able to help - make sure you bring your receipt.

I think I have an allergic reaction to one of your products, what should I do?

If you have reacted to one of our products, please email customerservice.team@pierre-fabre.com to inform us of your reaction.
Take the product back to where you bought it from. The store will be able to help - make sure you bring your receipt.
We also suggest that you print the list of ingredients of the product you reacted to and take it to your doctor for further evaluation.

Where can I find your products?

Our products are sold in large Boots, Superdrug, the Chemist stores, Lloyds Pharmacies, skin clinics, and many online pharmacies such as LookFantastic.com and Escentual.com and leading independent pharmacies. To find your nearest stockist, please visit our store locator.

Do you have a range of hair care products?

No, but KLORANE Laboratories, which is another brand of the Pierre Fabre Group, has a large range of hair care products. To find out more, visit it the KLORANE website.
 
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