Frequently Asked Questions

For most domestic orders. We ship via Fedex. If your address is a P.O. Box, your package will be shipped by USPS. In order to qualify for free domestic shipping, orders must be $45 or more (excluding taxes and after discounts are applied).

USPS
Cost: $6.80
Estimated Ship Time (Processing Time Not Included): 2-8 Business Days

Fedex Ground
Cost: $7.95
Estimated Ship Time (Processing Time Not Included): 3-7 Business Days

Fedex 2 Day
Cost: $15.00
Estimated Ship Time (Processing Time Not Included): 2-3 Business Days

In order to qualify for free international shipping, orders must be $100 or more (excluding taxes and after discount has been applied).

USPS International
Cost: $20.00
Estimated Ship Time (Processing Time Not Included): At this time, USPS does not guarantee a designated ship window

DHL
Cost: $65.00
Estimated Ship Time (Processing Time Not Included): 3-7 Business Days

Click here to check if USPS delivers to your country.

Orders shipped internationally may be subject to duties and customs fee upon receipt. Jouer Cosmetics is not responsible for these additional fees as they are the responsibility of the recipient. We recommend contacting your customs office to determine what these additional costs may be.

You will receive an email with tracking information 1-3 business days after you place your order. If the email hasn’t hit your inbox by then, check your spam or add tracking@jouercosmetics.com to your contact list to prevent the notification from going into your spam folder.

Once you have your tracking number, log into your account to follow your package. As soon as any shipment leaves our warehouse, we are subject to the same tracking information provided to our customers. If you have any titles regarding your package's whereabouts, it’s best to contact the following:

USPS: 1-800-222-1811
Fedex: 1-800-463-3339

We want to get your product to you as soon as possible. Our small (but mighty) team processes all orders within 1-3 business days of receipt. Orders placed on Friday after 10:00AM PST, Saturday, and Sunday will be processed the following business week.

We ship our products all over the world. Currently, we are not able to ship to China, Turkey, Russia, EU or UAE.

Both USPS and Fedex recommend waiting 14 days before assuming a package is lost. For any missing shipments or lost/damaged claims, please contact Customer Service within 14 days of the expected delivery date so that we can help you resolve this issue.

If you experience any issues with our return portal. Please contact us via live chat or email at customerservice@jouercosmetics.com with your order number.

1.  If the item(s) in your purchase doesn’t work for you, we want to make it right. We accept a one-time return for unopened or gently used products within 30 days of delivery. Visit our returns page and enter your order number and email to begin the return process. Please note, we will deduct the return shipping label cost from the total refund amount.

2.  Items purchased with a gift card will be refunded back in the form of a Jouercosmetics.com e-gift card.

3.  Jouer Cosmetics only accepts returns on items purchased from Jouercosmetics.com.

4. If you return items bought during a special promotion (BOGO, 2-for-1, bundled sets), all items included in the promotion must be returned to receive a refund.

5. Items purchased at a discounted rate greater than or equal to 50% are considered FINAL SALE and are not eligible for return, exchange, refund, or credit.

6. Your account will be credited within 10 to 15 business days from the day a return is received to 19801 Nordhoff Pl #111 Chatsworth CA 91311. You’ll receive a refund notification email once the return is processed, and the refund will appear on your card as “Jouer Cosmetics."

7. We do not accept returns for apparel merchandise. Those are FINAL SALE.

All items in a bundle, set, or full collection purchase must be returned to receive a refund, excluding free gifts with purchase.

Please allow 1-2 weeks for return processing. You will receive a notification email when your return has been processed, and refunds will take an additional 1-3 business days to credit back to the original form of payment.

A program that lets you earn points on product purchases, social media follows, and more! You can then redeem these points for exclusive products and discounts.

If you already have an account with us, simply log in using your email and password. If you’re new to Jouer, create an account by selecting ‘Jouer Rewards’ at the bottom of this page.

There are many ways! Joining our rewards program will earn you 50 points and you get 100 points just for entering your birthday. After that, points can be earned with each purchase, sharing and following us on social media, and referring friends.

See our full list of ways to earn here. You must be logged in to earn points.

Please allow up 48 hours for points to reflect in your account. For purchases, your points will be added once your order has been shipped.

Log in to your account. From the account page, you can redeem points for products or a discount on your purchase. You must make a valid purchase to redeem points for a product. Your Jouer Rewards discount cannot be combined with other offers.

To view your current points balance, simply log in to your account. The available points will be displayed on your account page. You will also be able to review your rewards history.

When items are refunded, the points earned from that specific purchase will be deducted from your total points balance.

Yes, your points will expire after 12 months of inactivity.

Sign into your account, then click on Account Details. Select View Addresses, then edit the existing address or add a new one.

Contact Customer Service or live chat us with your order number. If the order has not yet shipped, we will cancel it and refund the purchase. If the order has shipped, you'll need to process a return.

If you need to change the address or adjust or an order, contact Customer Service as soon as possible. If your order is adjusted, we will alert you at the time the change is made. Note: Not all change requests can be guaranteed.

Jouer offers exclusive promotions and discounts through our e-blasts, texts, Instagram, and approved affiliates. Most promotions require that you are subscribed and logged into your Jouer account in order to use them. Promotions and discounts cannot be combined, and promo codes are not valid on value sets, bundles, sale items, PPE items, gift cards, or Holiday collections. Codes that are found on third party sites are sometimes expired or invalid and may be declined during check out.

If there are any problems processing a code for your order, please contact us at 1-800-315-5374 or email us and be sure to reference your order number. We are available Monday-Friday, 9am - 4pm PST (excluding holidays). 

We want to get your product to you as soon as possible. Our small (but mighty) team processes all orders within 1-3 business days of receipt. Orders placed on Friday after 10:00AM PST, Saturday, and Sunday will be processed the following business week.

Customers can order up to three units of each product on the site, in an effort to avoid any illegal resale activity. If you're interested in placing a large order, please contact Customer Service.

We gladly accept Visa, Mastercard, Amex, Discover, Paypal, Amazon Pay, Afterpay, and Apply Pay*.

*Devices that Support Apple Pay: To see the Apple Pay button, you must use Safari on iOS 12.1 or MacOS 10.14.1 on one of the following devices: 

• iPhone (SE, 6, 6 Plus, or newer)
• iPad (Pro, Air 2, mini models with Touch ID or Face ID)
• Apple Watch (series 1 and 2)
• MacBook Pro with Touch ID
• Any Mac model (2012 or newer) plus an Apple Pay-enabled iPhone or Apple Watch

Afterpay is a payment service that allows you to make a purchase now and pay for it in four equal payments every two weeks without interest. You will see these options in the payment section of the checkout process. 

Please allow 1-2 weeks for return processing. You will receive a notification email when your return has been processed, and refunds will take an additional 1-3 business days to credit back to the original form of payment.

We are committed to creating clean products with the highest quality ingredients and skincare benefits. We’re always free of talc, parabens, mineral oil, gluten, sulfates, phthalates, TEA, synthetic fragrances over 1%, formaldehyde, coal tar, hydroquinone, triclosan, triclocarban, aluminum salt, carbon black, lead, and animal fat.

To learn more about what clean means to us, click here. 

Part of our responsibility on this planet is to take care of our creatures, big and small. Our products are cruelty-free, Leaping Bunny-certified, and never tested on animals.

Yes, all Jouer products are paraben free.

We have a handful of products that are mineral based, but we are not a mineral based company.  All of our powders, eyeshadows, pressed powder blushes, and highlighters use Mica instead of talc.

Yes, all Jouer products are talc free.

Yes, all Jouer products are hypoallergenic.

🇫🇷 for “to play"
How to say: [JHOO-AY]

Years ago, our creator Christina Zilber (most know her as CZ!) set out create a luxury, clean cosmetics brand with a feminine, French playful twist. Her collections inspired the name of the Jouer, a French word that means “to play". You’ll always see a little playfulness in everything we create from shade names to our products and down to the packaging.

Jouer is consciously creating all touchpoints of the brand to be accessible no matter people capabilities or opportunities. Our site is ADA compliant and uses alt text on all platforms including social media. We are striving for a positive experience for all and working behind the scenes to bring more adaptability to our loyal customers.

Have ways to help Jouer Cosmetics improve accessibility across our website and platforms? Email customerservice@jouercosmetics.com

Yes, we do. Not only does Jouer deliver products with highest quality clean ingredients and skincare benefits, but we also believe in giving back to causes we care for deeply. Jouer regularly makes donations and dedicates profits to causes bigger than our brand and our customers are always given a chance to be involved.

Our Founder Christina is a UNICEF Ambassador and travels the world contributing to the organization's worthy cause of providing humanitarian and developmental aid to children worldwide.