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Last Updated: September 18, 2026
Your satisfaction is our priority. At Eraé Paris, we want every customer to feel confident and cared for when choosing our products.
We understand that skincare is a personal experience, and sometimes a product may not be the right fit. If you are not completely satisfied with your purchase, our Customer Experience Team is here to help.
This policy applies to purchases made directly through the Eraé Paris website.
We offer a 30-day satisfaction guarantee from the date your order is delivered.
If your Eraé Paris product is not the right fit, you may contact our Customer Experience Team within 30 days of delivery to request a refund or store credit, depending on eligibility.
Products may be opened and tried.
To qualify:
• Request must be submitted within 30 days of delivery.
• Products must not be completely empty.
• Products must not have been intentionally damaged, altered, or misused.
• We may request photos or additional information to process your request.
To begin a return request:
Refunds are processed only after the returned product has been received and verified by our warehouse team.
For eligible returns where a return shipment is required, a $10 return processing fee will be deducted from the refund amount.
This includes:
• $6 return label fee - covers the cost of providing a return shipping label.
• $4 warehouse receiving fee - covers the cost of receiving and processing the returned product.
The return processing fee does not apply to:
• Damaged products
• Incorrect items received
• Missing items
• Fulfillment errors
• Issues caused by Eraé Paris
Original shipping costs are non-refundable unless required by applicable law.
If Eraé Paris does not provide a return label, customers are responsible for return shipping costs.
Once your return has been received and verified by our warehouse team, your refund will be processed to the original payment method.
Please note:
• Original shipping costs are non-refundable unless required by law.
• Duties, taxes, customs fees, and import charges are non-refundable unless required by law.
• Your bank or payment provider may require additional processing time.
Refunds are calculated based on the actual amount paid.
For bundles, sets, or promotional collections:
• Returned items may be refunded based on their prorated discounted value.
• Partial returns may result in an adjusted refund amount.
If your order arrives damaged, incorrect, or incomplete, please contact our Customer Experience Team as soon as possible.
We may request photos or additional information.
Eligible cases may qualify for a replacement or refund and are not subject to the return processing fee.
If you experience irritation, an adverse reaction, or an allergic response:
Eligible cases may qualify for a refund. No return will be required.
Store credit:
• Does not expire.
• Cannot be exchanged for cash.
• Cannot be refunded once issued.
Approved exchanges may be processed through Eraé Paris store credit, which can be used toward a new purchase.
The following are not eligible for standard returns:
• Completely empty products
• Products intentionally damaged or altered after delivery
• Gift cards
• Free gifts or promotional items returned separately
• Products purchased through unauthorized third-party sellers
If you purchased Eraé Paris products through another retailer, marketplace, or third-party seller, please contact them directly.
Eraé Paris can only process returns for purchases made through our website.
For international customers:
• Duties, taxes, customs fees, and import charges are non-refundable unless required by law.
• Return requirements may vary depending on location.
• Customers may be responsible for return shipping costs unless the issue was caused by Eraé Paris.
Contact Us
Eraé Paris Customer Experience
hello@erae-paris.com
