Frequently asked questions
General Questions - Our Products
I have a question about the products, how do I go about it?
We have detailed all the information about the products, ingredients and care rituals on the individual pages of each of our Pioupiou care products. Nevertheless, for more information, do not hesitate to write to us at email@example.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 do offer some products in miniature versions, such as the oil. For more information, or if you have a specific request, please contact us at firstname.lastname@example.org.
Who can use Pioupiou products ?
For everyone! The formulas have been developed for the most delicate skins, but the products are compatible for adults and children. Don't hesitate to suggest 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 of only the finest quality raw materials and are specially designed to meet the needs of the most sensitive skin, so we have eliminated all ingredients that are not recommended or questionable during pregnancy. They have been clinically and dermatologically tested and approved by an expert toxicologist to ensure the safety of expectant mothers, moms and babies. Our Mama Baby Oil will be a great addition to your wellness routine from the beginning of pregnancy and long after.
I am breastfeeding my baby, can I continue to use Pioupiou products?
Yes, Pioupiou's skin care routine has been designed specifically for the most delicate skin. Our formulas have been clinically and dermatologically tested and approved by an expert toxicologist to ensure the safety of mothers-to-be, mothers, babies, children and the whole family.
From what age can Pioupiou products be used?
All our Pioupiou care products are made exclusively from the best quality raw materials and are specially developed to meet the needs of 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 accordance with strict specifications concerning the choice of ingredients, organic farming and the sustainable and ethical values of the brand. You can find more information about our certifications here.
What does "100% natural ingredients" mean?
In our products, all the 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 the animal cause, 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. Also, please note that if you buy cosmetic products in Europe, animal testing is prohibited by law since 2003.
Why are natural cosmetics more expensive than conventional skin care products?
Natural components are more expensive than petroleum products, and even more so if these raw materials are organically produced. This is because they are often produced in smaller, more local companies, which ensure environmentally friendly and sustainable processing and have been checked and certified.
What should I look for in baby care products?
In addition to special features such as fragrance or ease of application, the use of quality raw materials, as far 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 that the emphasis must be on high 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 skins, are hypoallergenic and dermatologically tested. But to be reassured, we recommend that you test the product on a small area of baby's skin 24 hours before full use.
Can Pioupiou products be used on children's skin with problems (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 in any case advised before using too many stronger chemical products. Nevertheless, we can't replace thereviews of a professional, so don't hesitate to ask your pediatrician for thereviews for serious cases of skin problems. We also advise you to try it first on small, clean and healthy areas to see how the skin reacts.
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, the allergens with the highest allergenic potential are contained in fragrances. Our perfumes have been chosen with the greatest care to avoid the presence of these substances, and we have chosen 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 are safe to use from birth and for the whole family.
How did you develop the fragrance?
Our products do not contain any synthetic fragrances or substances known to be allergenic. We have developed a subtle and gentle blend of 100% natural ingredients.
Where are Pioupiou products produced?
All products are developed, tested, produced and packed in Switzerland. We know all our partners very well in order to ensure an impeccable quality and a sustainable approach. The formulas are unique and belong to Pioupiou Cosmetics.
Where can I find your products?
For the moment, our products are sold on our e-shop www.pioupiou-cosmetics.ch. They are also available in some stores here.
If you would like to reference our products, or advise us on a store name, do not hesitate to contact us at the following address: email@example.com.
I am lost, I don't know how to use Pioupiou products with my child?
No problem, you can write to us at firstname.lastname@example.org and we'll help you create a care routine with peace of mind.
Orders & Deliveries
I have a question about my order
If you have any questions about your order or if you wish to contact customer service, please write to us at email@example.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 a fully secure payment through the STRIPE platform.
- PAYPAL, fully secured.
- People living in Switzerland will also soon be able to use TWINT, via the app.
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 shipping address. Send us an email as soon as possible to firstname.lastname@example.org and we will help you to make the change.
What are the delivery times?
The package will leave the warehouse within 1-2 working 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 delivery method chosen: for a standard delivery, as soon as your order is validated by the warehouse, it should arrive within 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 delivery rates applied are as follows:
- Switzerland (Swiss Post), Standard/Economy delivery 8€ and Priority delivery 11€ per order.
- Standard delivery France managed by DPD, 6€.
- Express delivery in France by Chronopost, 12€.
- Delivery in Europe - Chronopost or FEDEX, 14€.
- International delivery on request, Base price 30€.
Tip: Group your purchases in a single order to avoid extra charges. Deliveries in France and Switzerland are offered from 60€ of purchase; in Europe from 150€ of purchase and in the World from 250€ of purchase on our site.
What countries do you deliver to?
We deliver worldwide. Please note that when delivering to non-European or non-EU countries (outside of 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 charges.
Where can I find my order tracking?
As soon as your order has been placed and 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 during shipping durable?
We make every effort to offer you eco-responsible solutions to respect the values and commitments of the brand. Some of the cushioning methods used in our packages sent to France are based on responsible and reusable recycled textile fibers. Contact us for more information email@example.com.
I want to return my product, what do I do?
No problem! To make a return, the best thing to do is to send us an email to our address firstname.lastname@example.org specifying the information related to your order: the order number, the products you want 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 of the order date. Returns are at your expense. Please note that the returned products must be intact, unopened and in their original packaging.