Hand 2 Hand

We’re in this together. In an ongoing effort to help during the COVID-19 pandemic, Jouer has donated 25,000 supplies to Cedars-Sinai Hospital in Los Angeles to the doctors, nurses and healthcare warriors on the frontlines.

Your purchase helps support continued assistance to first responders. Please aid us in our efforts! Thank you for your support.

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Frequently
Asked
Questions

Frequently
Asked
Questions

Important Update

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 email customer service or via Live Chat with questions or concerns during this time. 

Curbside Pick-Up

Our curbside pickup is available Monday – Friday, 9:00am – 4:00pm. Here’s how it works.
 
Jouer Cosmetics
19801 Nordhoff Place, #111
Chatsworth, CA 91311
 
The Jouer team is available to assist you via chat, email, or phone: Monday – Friday, 9am– 4pm PST.

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

Hand Sanitizer

HOW MUCH ALCOHOL IS IN THIS FORMULA?

Our Hand Sanitizer contains 80% alcohol. Note: The CDC recommends consumers use hand sanitizer that contains at least 60% alcohol. Please refer to our ingredient list for further information.

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

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

WHY IS INTERNATIONAL SHIPPING UNAVAILABLE FOR THIS PRODUCT?

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 donated 25,000 supplies to Cedars-Sinai Hospital in Los Angeles to doctors, nurses, and healthcare warriors. Donations include 5k hand sanitizers, 5k N-95 face masks, 5k plastic protective ponchos, and 10k Lip Enhancer Conditioning Treatments.

HOW CAN I GIVE BACK?

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 need.
 
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.

**We are not a non-profit organization; therefore, your donation is not tax deductible.**

Bonjouer Rewards

WHAT IS BONJOUER REWARDS?

Bonjouer Rewards is a free rewards 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.

HOW DO I JOIN?

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 ‘Bonjouer Rewards’ at the top of this page.

HOW DO I EARN POINTS?

There are many ways! Joining Bonjouer Rewards 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.

HOW LONG DOES IT TAKE TO SEE MY POINTS ADDED?

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.

HOW DO I USE POINTS?

Log into 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 for a product. The 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. The 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 earned from that specific purchase will be deducted from the total point balance.

DO POINTS AND TIER LEVELS EXPIRE?

Yes, your points will expire after 24 months of inactivity. You have 12 months to maintain your tier level. See what gets you Silver, Gold, and Platinum status here. 

WHEN WILL I EARN MY BIRTHDAY BONUS?

You will receive points on your actual birthday! If your birthday is within the 30 days of signing up, there will be a waiting period of 30 days from the date your account is activated.

HOW DO I ADD/EDIT MY SHIPPING ADDRESS IN MY ACCOUNT?

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

Returns/Exchanges

WHAT IS YOUR RETURN POLICY?

1.  If the item(s) in your purchase doesn’t work for you, we want to make it right. We accept returns 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. KissEm Goodbye items or 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.

CAN I RETURN SINGLE PRODUCTS WITHIN A BUNDLE, SET, OR COLLECTION?

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

HOW DO I RETURN A GIFT?

Contact us by phone or email with the order number or the email address associated with the purchase. We will do our best to accommodate an exchange or offer a gift card for credit.

HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

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.

WHAT IS YOUR EXCHANGE POLICY?

We accommodate shade exchanges for our foundation and concealers only. If the shade you purchased is not to your liking, you have within 14 days of receiving the product to start the exchange process.  
 
When making a shade exchange online, provide your desired shade of choice in the Additional Comments section. Or include a packing slip or invoice with your name, order number and desired shade in the packaging you’re returning so we can forward it along to the processing team. You will receive an email notification with the exchange shade confirmation once the return is received. 
 
If you’re not sure which shade is right for you, our team is happy to help! Contact our Customer Service with any questions. 

Orders

HOW DO I CANCEL AN ORDER?

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.

OOPS! I NEED TO ADJUST THE CONTACT INFO ASSOCIATED WITH MY ORDER.

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.

TELL ME ABOUT PROMO CODES.

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, Kiss 'Em Goodbye products, 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.  
 
Tip: Always check CZ’s Instagram @czjouer for promo codes. 
 
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). 

MY PACKAGE ARRIVED DAMAGED AND/OR IS MISSING ITEMS. NOW WHAT?

Upon receiving your package, inspect its contents for missing or damaged items. Then, contact Customer Service within 7 days of receiving your package so we can make it right. 
 
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.

HOW DO I USE AN E-GIFT CARD?

In check out, type the code on the gift card in the field on the left-hand side. Once applied, the gift card will show in your order total.

WHERE ARE YOUR PRODUCTS SOLD?

You can purchase Jouer on our site or at Sephora, Beautylish, Beauty Bay, Douglas, or Mecca (to name a few!). A full list of Jouer retail partners is in the Find A Retailer section.

HOW DO I PLACE A BULK ORDER?

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.

Shipping

HOW MUCH IS DOMESTIC SHIPPING?

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).
 
Shipping Method   Costs         Estimated Ship Time (Processing Time Not Included) 

USPS                           $6.80         2-8 Business Days

Fedex Ground               $7.95         3-7 Business Days
 
Fedex 2 Day                 $15.00       2-3 Business Days

HOW MUCH IS INTERNATIONAL SHIPPING?

In order to qualify for free international shipping, orders must be $75 or more (excluding taxes and after discount has been applied).

Shipping Method         Costs         Estimated Ship Time (Processing Time Not Included) 

USPS International       $20.00         At this time, USPS does not guarantee a designated ship window

DHL                             $65.00         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.

HOW DO I TRACK MY ORDER?

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 questions regarding your package's whereabouts, it’s best to contact the following:  
 
USPS: 1-800-222-1811 
Fedex: 1-800-463-3339

WHEN WILL I RECEIVE MY SHIPMENT?

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.

DOES JOUER SHIP INTERNATIONALLY?

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

IT’S BEEN A WHILE AND I HAVEN’T RECEIVED MY PACKAGE? WHERE IS IT?

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.

Payment

WHAT PAYMENT METHODS DO YOU ACCEPT?

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

WHAT ARE SEZZLE AND AFTERPAY?

Afterpay and Sezzle are payment services that allow 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. 

HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

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.

Products

DOES JOUER MAKE CLEAN PRODUCTS? 

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. 

DOES JOUER TEST ON ANIMALS?

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.

ARE JOUER PRODUCTS PARABEN FREE?

Yes, all Jouer products are paraben free.

IS JOUER GLUTEN-FREE?

The entire Jouer collection is formulated without gluten. No wheat, hydrolyzed wheat protein, barley, oat, or oat derivatives. So, for anyone with a gluten intolerance or sensitivity, we’ve got you!  

ARE JOUER PRODUCTS VEGAN?

When you see our Vegan Friendly symbol, be assured that no ingredients in the product are animal derived. We promise to be 100% Vegan by the end of 2021 and we’re proud to say we’re well on our way. Today, 75% of our products are Vegan.   

WHERE ARE YOUR PRODUCTS MADE?

Jouer is based in California and we work with multiple manufacturers within the U.S.A., Canada, and Europe. All production locations are listed on the unit carton of your product.

ARE YOUR PRODUCTS MINERAL BASED?

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.

ARE YOUR PRODUCTS TALC FREE?

Yes, all Jouer products are talc free.

ARE JOUER PRODUCTS HYPOALLERGENIC?

Yes, all Jouer products are hypoallergenic.

Brand

HOW DO YOU PRONOUCE JOUER? IS IT A REAL WORD?

🇫🇷 for “to play" 
How to say: [ZHEW-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.

DOES JOUER DONATE TO CHARITIES?

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.

I’M AN INFLUENCER LOOKING TO PARTNER WITH JOUER. HOW SHOULD I GO ABOUT IT?

If you’re an aspiring or established content creator or influencer and love our products, tag us in your looks or engage with us on our social platforms. If the time is right, there may be an opportunity for partnership. Not sure how to catch our eye? We wrote a blog post about how to do just that!  
 
Jouer is also on RewardStyle, an easy-to-use platform that allows creators to earn commission though affiliate links. Check us out there.
 

WHAT ARE OTHER WAYS TO PARTNER WITH JOUER?

For brand and influencer partnerships, DM us on Instagram or email our Influencer and Partnerships team. 
 
For any inquiries related to retail, please email Customer Service.

I LOVE JOUER! HOW DO I GET UPDATES ON EVERYTHING HAPPENING?

Sign up to receive emails and texts (at the bottom of this page!) and be the first to receive exclusive access to new launches, special offers, and all things Jouer. Our Bonjouer Rewards program allows you to earn and redeem these points for exclusive products and discounts. Sign up here.

We are also on Instagram, Facebook, Twitter, TikTok, and Pinterest as @JouerCosmetics. You can also follow our Founder Christina Zilber (@CZJouer) on Instagram, YouTube, and TikTok for tips on fashion, beauty, and lifestyle.