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Stop paying huge markups on high-end skincare
Free Returns - Even if you've already opened the bottle

Find the answers to your questions

Frequently Asked Questions


Returns & Exchange

Exchanges are free for US and no restocking fees will apply. To exchange your product, simply ship it back in its original box 30 days after reception of your parcel.

We are sorry that you are not satisfied with your product. To return it, please follow the steps below:

  • Please send an email to Charlotte Lacroix customer care team, at, to get a return label to stick on the package.
  • Returns are free for US customers. International customers will have to cover the shipping fees of their return.
  • Order can be returned no matter what the product or package condition is (yes, even if it is already opened!).
  • Please allow up to 30 days for a return package to be processed.

To return your product, simply ship it back:

  • In its original box, maximum 30 days after reception of your parcel.
  • To our Charlotte Lacroix office located at 126 west 73rd street, suite 5D, New York, NY 10023 with your name, the original order number and the mention "return" on it.

As soon as we receive your package, we will proceed and either make a refund to the credit card you submitted with your original order (note it make take up to 30 days for your package to be processed), or send you another product.

If you have any questions, email our customer care department at Our customer care agents will answer as soon as possible (emails sent later on Friday and over the weekend will be addressed on Monday).


  1. Returns from the United States (including Hawaii, Alaska and US territories) are free.
  2. Returns from outside the U.S. are NOT currently offered a free return option. Shipping costs of returns from outside the U.S. are the responsibility of the customer.
  3. Give your package to your mailman or drop it at the nearest post office. Do not return packages to self-serve drop boxes, as this will result in delays.


There is NO restocking fee or charge to return your product, and we refund you 100%.


If your product is ineligible for return we can:

  • Return the product to you
  • Donate the product to charity. Ineligible products will be automatically donated 30 days after receipt.
Yes! As soon as we receive your mail, we will refund you 100% with no delay.
Please contact our Customer Care team with the order number at and we will resolve the issue for you as quickly as we can.
As soon as we receive your mail, we will issue you a coupon for the value of the initial purchase with no delay and no charge! With that coupon you will be able to reorder the product you would like to receive on our website. If the product you now wish to receive is cheaper than the value of the initial purchase, we will issue you a coupon for the value of the new product, and refund you or credit your credit card for the difference between the prices of the products.


All standard orders have a processing time of 2-4 days. Afterwards, we will ship it and it should reach you in 2-4 days.
Yes! We ship to every country in the world!
We provide international delivery worldwide with an online tracking number and a signature confirmation to make sure you receive your package. Orders can be tracked through FedEx: or USPS:
Yes. However, we cannot ship via a traceable method to any post office boxes. Delivery time cannot be guaranteed nor can the package be tracked. We also cannot be held responsible if you do not receive your package. We encourage all deliveries be made to a physical address so packages can be tracked.


We accept all major credit cards: Visa, MasterCard, American Express, and Discover. We also accept PayPal payments and Amazon payments.
We're here to assure you that your credit card information is safe when you're ordering from our site. This Site incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, including Secure Sockets Layer ("SSL") for all financial transactions through this Site.
A common reason for orders declining is due to the billing address details being entered incorrectly. When you proceed to checkout, please make sure that all of your personal information matches the exact information on your credit card. If some information doesn't match, the transaction will not go through. If you are still experiencing problems and you would like to speak with a customer service member directly, please email us at


By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. Plus you will have priority in getting our promo offers in advance.