Client Care at Premiere Peau
Premiere Peau is a small house. The founder handles product development, visual direction, and the standards behind client support. There is no separate customer service department.
How we work
All support is written. Email, documented exchanges, logged responses. We prefer writing because what we write, we stand behind. You can reply when it suits you.
If you need help with an order, a product, or a delivery, write to support@pramierepeau.com. We respond within 24 hours on business days.
What we cover
- Order status and tracking
- International shipping, customs, Dangerous Goods documentation
- Defective items: replaced at our expense, no return needed
- Returns and exchanges within 14 days
- Allergies and sensitivities: IFRA compliance, ingredient lists on request
- Damaged parcels: immediate replacement
- Billing, payment, and refund processing
How we handle problems
We answer what you asked. If something went wrong, we say so. If we caused the problem, we fix it and tell you what we changed so it does not happen again.
If you receive a defective product (a cap that does not close, a bottle damaged in transit, a tester that does not spray), we ship a replacement at no cost to you. Usually within 48 hours. We do not ask you to send the defective item back first.
International orders
We ship to over 40 countries. Perfume is classified as a Dangerous Good, which means specialist carriers, Dangerous Goods declarations, and packaging designed for glass bottles containing flammable liquid. We handle all of this. For timelines by region, see Shipping & Order Support.
Contact
We respond within 24 hours. All exchanges are documented.
About our approach to care
Premiere Peau is a one-person operation. Pierre Mergui handles creative direction, production, and most client exchanges himself. Support is written, documented, and direct. No scripts, no call center, no chatbot.