FAQs

IMPORTANT UPDATE:

Our fulfillment center is still operating as normal until further notice. Due to the unfortunate circumstances regarding COVID-19, your order might experience a processing and shipping delay. We apologize for any inconvenience. We are taking the required steps by the CDC to ensure the safety of our employees and customers from the spread of infection. Please reach out to our customer service team through email or via Live Chat should you have any questions or concerns during this time.

Is Curbside Pick-Up Available?

We are pleased to offer contactless curbside pick-up for our local customers, free of charge.

Our team is available to assist you via chat, email, or phone. Monday – Friday, between 9a – 1p pst.

Chat: Icon located at bottom right hand corner of your screen
Email: customerservice@jouercosmetics.com
Phone (Curbside only): (818) 850-0478‬

For more information on how curbside pick-up works, please visit our Ordering page, or click HERE.

HAND SANITIZER FAQs

HOW MUCH ALCOHOL IS IN THIS FORMULA?

Our Hand Sanitizer contains 80% alcohol. Please refer to our ingredient listing for further information. View ingredients here. 

WHY IS THERE A LIMIT OF 3 BOTTLES?

Due to high demand and wanting to get this into the hands of as many people as possible, we are limiting our purchase quantity to 3 bottles maximum.

WILL YOU BE OFFERING A LARGER SIZED BOTTLE?

Please subscribe to stay tuned on all updates. 

IS THE HAND SANITIZER SCENTED OR DOES IT CONTAIN A FRAGRANCE?

No, this hand sanitizer does not contain an added fragrance. 

WHY CAN'T I SHIP THIS INTERNATIONALLY?

Due to customs restrictions, we cannot ship this item outside of the United States. We will be shipping these items via USPS first class only. 

WHAT IS JOUER COSMETICS DOING TO HELP THE COMMUNITY?

In an ongoing effort to help during the Covid-19 pandemic, Jouer has already donated 25,000 supplies to Cedars-Sinai Hospital in Los Angeles to the doctors, nurses and all healthcare warriors on the frontlines. Donations include 5k hand sanitizers, 5k N-95 face masks, 5k plastic protective ponchos, and 10k Lip Enhancer Conditioning Treatments. Jouer staff is also committing 1-2 hours per week volunteering for the community.   

HOW ELSE CAN I HELP?

Please give us a HAND and aid us in our efforts! Jouer is committed to donating as much product as possible to first responders/medical workers and those in the greatest need. We thank you for your continued support. *Please note: We are not a non-profit organization, therefore, your donation is not tax deductible.

You can help by donating here. Your name will be added to our Angel Board and your next product purchase qualifies you for a free Deluxe Mini Lip Enhancer. Donations start at $10 and include masks, hand sanitizers, ponchos, and virtual hugs for healthcare warriors.

BONJOUER REWARDS FAQ:

What is Bonjouer Rewards?
Bonjouer Rewards is a free program that lets you earn points on all your product purchases, social media follows, and more! You can then redeem these points for exclusive products and discounts.

How do I join?
If you already have an account with us, simply log in using your email and password. 

Or if you’re new, you can create an account by selecting ‘My Bonjouer Rewards’ found at the top of this page.

How do I earn points?
There are so many ways and it’s easy! You'll earn points just by joining Bonjouer Rewards. After that, points can be earned with each purchase, as well as sharing and following us on social media, and referring friends.

See our full list of ways to earn by clicking here.

*Remember you must be logged in to earn points on each purchase.

How long does it take to see my points added?
Your points will be added once your order has shipped. However, please allow up 48 hours to reflect in your account.

How do I use points?
Log into your account. From your account page, you can redeem your points for products or for a discount on your purchase. As a reminder you must make a valid purchase to redeem for a product. Discount cannot be combined with other offers.

How do I check my points balance?
To view your current points balance, simply log in to your account and your total available points will be displayed on your account page. You will also be able to review your rewards history.

 

What happens to my points when I return items?
When items are refunded, the points you earned from that purchase will be deducted from your point balance.
Do points and tier levels expire?
Yes, your points will expire after 24 months of inactivity. While you have 12 months to maintain your tier level.

 

GENERAL FAQs

ORDER CANCELLATION/ADDRESS CHANGE:

If you need to change your address or adjust or your order, please contact Jouer customer service as soon as possible.  Please note, not all change requests can be guaranteed.  If your order is adjusted, we will alert you at the time the change is made. 

WHERE IS MY ORDER/TRACKING INFORMATION?

Please note that as soon as any shipment leaves our warehouse we are subject to the same tracking information provided to our customers.  For any missing shipments or lost/damaged claims, please Contact us within 14 days of the expected delivery date so that we can help you resolve this issue within the designated time frame. 

MY PROMO CODE IS NOT WORKING?

Jouer offers exclusive promotions and discounts for our e-blasts, texts, and Snapchat Family (@czjouer). Most of our promotions require that you are subscribed and logged into your account at www.jouercosmetics.com in order to use your promo code. Please be sure you are logged in so you can take advantage of our exclusive deals. If there are any problems processing your order, please contact us at 1-800-315-5374 or email customerservice@jouercosmetics.com Monday-Friday 9am - 5pm PST (excluding holidays), and be sure to reference your order number.

For first time order promotional codes, offer is not valid on value sets, bundles, Kiss 'em Goodbye products, PPE items, gift cards, & Holiday collection. 

​At this time Jouer Cosmetics only allows one promotional code per order. 

Please note - Jouer Cosmetics only accepts and honors promotional codes that have been distributed through Jouer Cosmetics Official Site, E-blasts, Social Media and approved Affiliates. Codes that are found on third party sites may be declined during check out. 

JOUER PLAYS CLEAN

Deeply devoted to beauty and wellness, we promise clean products with the highest quality ingredients.

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.

DOES JOUER TEST ON ANIMALS?

Jouer Cosmetics does not test on animals.

IS JOUER PARABEN FREE?

The following products are Paraben free. This is the direction that we are moving towards in future products and reformulations:

  • Jet-Set Lip Kits
  • Essential Jet-Set Eyeshadow Palette
  • Kitten Liner
  • Sunswept Bronzer Duos
  • Essential Full Coverage Creme Foundation
  • High Pigment Pearl Lip Gloss
  • Sheer Pigment Lip Gloss
  • Long-Wear Creme Lip Liners
  • Springtime in Paris Eyeshadow Palette
  • Blush Bouquet Duos
  • High Pigment Lip Gloss
  • Long-Wear Lip Creme Liquid Lipstick
  • Long-Wear Lip Topper™
  • Slim Creme Eyeliner
  • Essential Matte & Shimmer Eyeshadow Palette
  • Hydrating Lipstick
  • Essential Lip Enhancer
  • Cheek Tint
  • Powder Eyeshadow
  • Crème Eyeshadow
  • Crème Eyeshadow Crayon
  • Mineral Powder Bronzer
  • Mineral Powder Blush
  • Mineral Face Powder
  • Mattifying translucent Powder
  • Mattifying Powder Bronzer
  • Sheer Matte Powder Bronzer Duo
  • Highlighter
  • Glisten Brightening Powder
  • Age Repairing Concealer
  • Anti-Aging Primer
  • Anti-Blemish Primer
  • Daily Repair Treatment Oil
  • Daily Clarifying Treatment Oil
    IS JOUER GLUTEN-FREE?

    Here is a list of Jouer products that are gluten free

    Eyes

    • Essential Jet-Set Eyeshadow Palette
    • Kitten Liner
    • Springtime in Paris Eyeshadow Palette
    • Slim Creme Eyeliner
    • Essential Matte & Shimmer Eyeshadow Palette
    • Powder Eyeshadows
    • Crème Eyeshadows

      Lips

      • Jet-Set Lip Kits
      • High Pigment Lip Gloss
      • High Pigment Pearl Lip Gloss
      • Sheer Pigment Lip Gloss
      • Long-Wear Creme Lip Liners
      • Long-Wear Lip Creme Liquid Lipstick
      • Long-Wear Lip Topper™
      • Hydrating Lipstick
      • Essential Lip Enhancer
      • Tinted Lip Enhancers

        Face

        • Sunswept Bronzer Duos
        • Blush Bouquet Duos
        • Powder Highlighter
        • Essential High Coverage Creme Foundation
        • Cheek & Lip Tint
        • Crème Highlighters
        • Age-Repairing Concealer
        • Age-Repairing Perfector
        • Luminizing Moisture Tint
        • Matte Moisture Tint
        • Mineral Face Powder
        • Mattifying Translucent Powder
        • Daily Clarifying Treatment Oil
        • Daily Repair Oil
        • Anti-Aging Moisture Primer
        • Anti-Blemish Matte Primer
        • Luminizing Liquid Highlighter
        • Luminzing Brightening Powder
        • Sheer Matte Powder & Bronzer Duo
        • Sheer Bronzing Tint
          ARE JOUER PRODUCTS VEGAN?

          Here is a list of Jouer products that are vegan

          • Kitten Liner
          • Essential Matte and Shimmer Palette
          • Sheer Pigment Lip Gloss
          • High Pigment Pearl Lip Gloss
          • Essential High Coverage Creme Foundation
          • Essential Precision Foundation Brush
          • High Pigment Lip Gloss
          • Long-Wear Lip Topper™
          • Powder Highlighter
          • Luminizing Cheek Tint
          • Daily Clarifying Treatment Oil
          • Daily Repair Treatment Oil
          • Long-Wear Lip Crème Liquid Lipstick
            WHERE ARE JOUER PRODUCTS MADE?

            Jouer works with multiple manufacturers within the USA, Canada and Europe. All locations are listed on the Unit Carton/product.

            WHERE ARE YOUR PRODUCTS SOLD?

            Please visit our website (www.jouercosmetics.com) and check out our Find A Retailer section.

            ARE YOUR PRODUCTS MINERAL BASED?

            We have a handful of product that our Mineral Based (Face Powders, Bronzers, Blushes etc), but we are not a mineral based company.

            WHAT COUNTRIES DO YOU NOT SHIP TO:
            Currently, we don't ship to the following countries: China, Turkey, Russia, UAE

            DAMAGED OR MISSING ITEMS?
            Upon receiving your package, please inspect your shipping box and the items inside for missing or damaged items. Jouer recommends customers to contact us within 7 days of receiving their package to notify us of any issues.

            The shipping box may have normal wear from the transit process, as our packaging is designed to handle most of the bumps and scrapes along the way. However, if your order arrives damaged, please retain the shipping box, packing materials and original items on the order. Please reach out to Customer Service so we can better assist your needs.

            METHODS OF PAYMENT 

            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, your customers 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 3, or newer)
            • Apple Watch
            • MacBook Pro with Touch ID
            • Any Mac model (2012 or newer) plus an Apple Pay-enabled iPhone or Apple Watch