Question 1

What are the delivery times?

Accepted Answer

COMPLETE TIMELINE: - Preparation: 1-3 business days - Shipping + Delivery: 5-9 business days TOTAL: 6-12 business days after order Details by zone: - Metropolitan France: 6-12 days - Overseas territories: 10-18 days - Europe (Belgium, Switzerland): 6-12 days Note: Indicative times (may vary depending on carrier)

Question 2

When is my order shipped?

Accepted Answer

Preparation: 1-3 business days - Order Monday → Shipped Tuesday-Thursday - Order Friday → Shipped Monday-Tuesday following week - Weekends/holidays not counted You receive an email with tracking number once shipped. Note: During preparation, no tracking available (normal)

Question 3

Why 1-3 days preparation?

Accepted Answer

Quality control before shipping: - Product verification - Careful packaging - Order check - Labeling We prefer taking time to do it right rather than shipping fast with errors.

Question 4

Can I track my order?

Accepted Answer

YES. But only AFTER shipping (1-3 days after order). During preparation (D+0 to D+3): - No tracking number yet (normal) - Status: 'In preparation' After shipping (D+3+): - Email with tracking number - Direct link to carrier - SMS notifications (optional) If no email within 6 days: check spam or contact us.

Question 5

My order hasn't arrived, what should I do?

Accepted Answer

If less than 12 days after order: → This is normal, wait until end of delivery window (6-12 days) If more than 12 days: 1. Check your tracking number (shipping email) 2. Contact us: marine@my-aureane.com 3. With: order number + tracking number 4. We'll contact carrier within 24h 5. If package lost: reshipment or refund according to protection

Question 6

What payment methods do you accept?

Accepted Answer

- Credit card (Visa, Mastercard, Amex) - PayPal - Apple Pay - Google Pay - Pay in 3x without fees (Klarna) [if available] 100% secure payment (SSL).

Question 7

Are my banking details secure?

Accepted Answer

YES. Absolutely. - 256-bit SSL encrypted payment - No banking data stored on our servers - Processing by PCI-DSS certified provider - European banking standard 3D Secure We NEVER see your banking details.

Question 8

Can I pay in installments?

Accepted Answer

YES (depending on amount). - From 60 euros: 3x without fees (Klarna) - Spread over 3 months - No hidden fees - Option visible at checkout Example: 90 euros = 3x 30 euros

Question 9

Do prices include VAT?

Accepted Answer

YES. All our prices include VAT. No surprises at checkout.

Question 10

Do you offer promotions?

Accepted Answer

YES, regularly: - Bundle offers (up to -19%) - Newsletter: exclusive promo codes - Black Friday / Cyber Monday - Brand anniversary Sign up for the newsletter to be notified.

Question 11

Why do your products cost this price?

Accepted Answer

Our prices reflect: - Concentrated clinical formulas (not homeopathic) - Medical validation (dermatologists, pharmacists) - Dermatological testing - Certified manufacturer (not low-cost) - Strict EU compliance - No excessive margin (transparency) Quality without compromise = investment.

Question 12

Which bundle should I choose to start?

Accepted Answer

It depends on your budget and concern: - Tight budget (40 euros) → Essential Duo   (Soap + Cream, simple routine) - You want fast results (60 euros) → Turmeric Glow Kit   (Soap + Serum + Cream, faster) - You shave often (90 euros) → Complete Routine   (Everything + Roll-On to prevent ingrown hairs) - You want EVERYTHING (130 euros) → Ultimate Pack   (6 products, total transformation) Take our quiz for personalized recommendation.

Question 13

Can I buy products separately?

Accepted Answer

YES. All our products are sold individually. BUT bundles are more economical (up to -19%).

Question 14

How long does 1 product last?

Accepted Answer

Daily use (2 treated areas): - Soap (100g): 4-6 weeks - Serum (60ml): 6-8 weeks - Cream (100g): 6-8 weeks - Roll-On (50ml): 6-8 weeks - Razor: 12-18 months (replaceable blades) - Shower Flower: 3-6 months - Glove: 3-6 months

Question 15

In what order should I use the products?

Accepted Answer

EVENING (treatment routine): 1. Flower + Kojic Soap (pause 30 sec) 2. Rinse + Dry completely 3. [If shaving] Roll-On immediately 4. [If glow/+ kit] Serum → Wait 2 min 5. Turmeric Cream MORNING (protection): 1. Rinse with lukewarm water 2. [Optional] Light cream 3. SPF 50+ MANDATORY

Question 16

Do I need to use ALL products?

Accepted Answer

It depends on your bundle: Minimum vital: Soap + Cream + SPF 50+ = It works Optimal: Flower + Soap + Serum + Cream + Roll-On + SPF = faster results + prevention Each product has a specific role. The more you use, the better the results.

Question 17

How much product should I apply?

Accepted Answer

LESS = MORE - Serum: 2-3 drops per area - Cream: 1 hazelnut-sized amount per area - Roll-On: 3-4 passes - Soap: Lather is enough Too much = waste + greasy skin Not enough = slow results

Question 18

Can I use with other products?

Accepted Answer

Be careful with interactions. OK: - Body moisturizer (wait 10 min after routine) - SPF 50+ (mandatory in morning) - Aluminum-free deodorant AVOID: - Other exfoliating actives (AHA, BHA, additional retinol) - Aggressive 'lightening' products (Kojie San, lemon) - Perfumes/alcohol on treated areas Wait 10 min between AUREANE routine and other products.

Question 19

Is SPF 50+ included in bundles?

Accepted Answer

NO. Not yet. We're working on our SPF 50+ for sensitive areas. In the meantime: - Buy SPF 50+ at pharmacy - Fragrance/alcohol-free - Water/sweat resistant - Reapply every 2h if exposed WITHOUT SPF, DON'T USE OTHER PRODUCTS (Guaranteed rebound effect)

Question 20

Can I use on face?

Accepted Answer

It depends: Face OK: - Turmeric Serum (evening only) - Turmeric Cream - Roll-On (specific areas) Face NO: - Kojic Soap (too exfoliating for daily face use) - Exfoliating Glove (too rough) - Shower Flower (rather for body) Note: If active acne, wait for healing before treating spots.

Question 21

Can I combine products from different brands?

Accepted Answer

We recommend sticking to the AUREANE routine for best results. Mixing brands can: - Cause ingredient interactions - Reduce effectiveness If in doubt, contact us for advice.

Question 22

How long before seeing results?

Accepted Answer

HONEST timeline: WEEK 1-2: - Improved texture - Softer skin - If shaving: zero new bumps - NOT yet color change (this is normal) WEEK 3-4: - Slight reduction in contrast - First visible results - More even skin tone WEEK 5-6: Marked lightening, unified tone, restored confidence WEEK 7-8: Optimal results With serum: faster (4-6 weeks instead of 6-8)

Question 23

Why does it take 6-8 weeks?

Accepted Answer

Because that's how long your skin takes to renew its cells. Cell cycle: - Week 1-2: New cells (less pigmented) form - Week 3-4: Old pigmented cells shed - Week 5-6: New cells dominate - Week 7-8: Complete renewal It's biological. We can't speed it up. 'Miracle 7-day' products LIE.

Question 24

Will it 'bleach' my skin?

Accepted Answer

NO. NEVER. We EVEN OUT your natural tone. We do NOT change your skin color. We correct localized POST-INFLAMMATORY hyperpigmentation. Your underarms/inner thighs/face return to the same tone as the rest of your body. That's it.

Question 25

Are results permanent?

Accepted Answer

YES, if you maintain. After 8 weeks: - Continue routine 3-4x/week (maintenance) - SPF 50+ ALWAYS (otherwise return) - Roll-On after each shave (prevention) If you stop EVERYTHING: - Results maintained 2-3 months - Then gradual return (friction, shaving continue)

Question 26

Does it work on old hyperpigmentation (several years)?

Accepted Answer

YES, but takes longer. - Recent hyperpigmentation (<1 year): 6-8 weeks - Old hyperpigmentation (>2 years): 10-12 weeks The older it is, the deeper it is. Be patient.

Question 27

I see no results after 4 weeks, is this normal?

Accepted Answer

Check these points: - Are you using EVERY DAY? (consistency = key) - Are you applying SPF 50+ IN THE MORNING? (otherwise rebound effect) - Do you let soap sit for 30 sec? (actives penetrate) - Do you wait 2 min between serum and cream? (crucial) - Did you take before/after photos? (change is subtle) If YES to everything and still nothing: Contact us: marine@my-aureane.com We'll adjust your routine.

Question 28

Do results vary between people?

Accepted Answer

YES. Factors that influence: - Severity of hyperpigmentation (mild vs severe) - Age (recent vs several years) - Routine consistency (every day vs every other day) - SPF usage (with vs without) - Hormones (PCOS, pregnancy = slower) - Lifestyle (stress, sleep, hydration) But 88% of our testers see results in 4-6 weeks.

Question 29

Can I expect dramatic overnight changes?

Accepted Answer

NO. Skin transformation is gradual. Expect progressive improvement week by week. Take weekly photos to track changes. Patience brings lasting results.

Question 30

What are the main active ingredients?

Accepted Answer

Our 5 star actives: KOJIC ACID: Inhibits tyrosinase (enzyme that produces melanin) NIACINAMIDE (Vitamin B3): Blocks melanin transfer + strengthens skin barrier TURMERIC: Anti-inflammatory + soothes + illuminates STABLE VITAMIN C: Antioxidant + illuminates + inhibits tyrosinase AZELAIC ACID: Exfoliates + anti-inflammatory + prevents ingrown hairs All clinically proven for melanin-rich skin.

Question 31

Do your products contain controversial ingredients?

Accepted Answer

NO. - Paraben-free - No aggressive sulfates - No hydroquinone (banned EU) - No mercury - No corticosteroids - Cruelty-free (not tested on animals) Complete INCI list visible on each product.

Question 32

Is it safe for my dark skin?

Accepted Answer

YES. Absolutely. Our products are formulated SPECIFICALLY for phototypes IV-VI. - Dermatological tests on melanin-rich skin - Medical validation (specialized dermatologists) - Adapted concentrations (not too much, not too little) - Respects skin barrier Not adapted. Made FOR you from the start.

Question 33

Are your products vegan?

Accepted Answer

YES for most. Vegan: Serum, Cream, Roll-On, Flower, Glove Check: Soap (contains shea butter) No animal testing (cruelty-free).

Question 34

Risk of allergies?

Accepted Answer

Like any cosmetic, risk exists but RARE. Precautions: - 24h patch test recommended (inner elbow) - Complete INCI list visible (check known allergies) - If redness/itching: stop immediately Potential allergens: - Essential oils (lemon, lavender, tea tree) If known allergy: check INCI before purchase.

Question 35

Can I use during pregnancy?

Accepted Answer

Consult your doctor first. Note: Kojic Soap contains retinol (not recommended during pregnancy) Generally OK: Cream, Serum, Roll-On (but check with doctor) In the meantime: Continue SPF 50+ + hydration.

Question 36

Are your products certified?

Accepted Answer

YES. - EU Cosmetic Regulation n 1223/2009 compliance - Dermatological testing - Complete toxicological evaluation - Validated Product Information File (PIF) - Designated EU Responsible Person - ISO certified manufacturer EU compliance = world's strictest regulation.

Question 37

Where are your products made?

Accepted Answer

China (Guangzhou Noyeon Biotechnology). Why this choice: - Specialist in melanin-rich skin products (15+ years) - International certifications - Strict quality control - 1000+ positive reviews Formulas developed according to EU standards. Full EU compliance.

Question 38

Is AUREANE right for me?

Accepted Answer

AUREANE is right for you if: - You have melanin-rich skin (phototypes IV-VI) - You have hyperpigmentation in sensitive areas - You've already tried other solutions (lemon, Kojie San, CeraVe) - You're looking for a solution that WORKS - You're ready to follow routine for 4-6 weeks If you don't know your phototype: - Do you tan easily? → Probably IV-VI - Rare sunburns? → Probably IV-VI - Do scars tend to darken? → Probably IV-VI

Question 39

Which areas can I use it on?

Accepted Answer

OK areas: - Underarms - Inner thighs / groin - Knees - Elbows - Legs - Arms - Back - Chest - Face (except daily soap) NOT OK areas: - Mucous membranes (EXTERNAL use only) - Eyes (around OK, inside NO)

Question 40

Does it work on stretch marks?

Accepted Answer

NO. Our products treat HYPERPIGMENTATION. Stretch marks = atrophic scars (tissue loss). Hyperpigmentation = localized melanin overproduction. = Different problems. For stretch marks: consult dermatologist (laser, microneedling).

Question 41

Does it work on acne scars?

Accepted Answer

YES, on POST-acne spots (hyperpigmentation). NO on indented/raised scars. If flat dark spot → YES (Serum + Cream work) If indented/raised scar → NO (Consult dermatologist for laser/peel) Note: Wait until pimples are gone before treating spots.

Question 42

I'm a man, can I use it?

Accepted Answer

ABSOLUTELY YES. Hyperpigmentation doesn't discriminate by gender. Our products work for EVERYONE. Men = often more friction + shaving = Even more need for our products.

Question 43

From what age?

Accepted Answer

From 16 years. Under 16: Ask dermatologist or parent. Teen skin = more sensitive. 16+ years: OK without restriction. No maximum age limit.

Question 44

Does it work on sun spots?

Accepted Answer

YES, if post-inflammatory hyperpigmentation. LESS WELL on hormonal melasma. Sun spots → Yes + SPF 50+ crucial Melasma → Helps but may require medical treatment Note: If melasma: consult gynecologist (hormones = root cause).

Question 45

Does it work on fair skin?

Accepted Answer

Our products are optimized for phototypes IV-VI. Fair skin (I-III): Concentrations may be too strong. Risk of irritation. Consult dermatologist for suitable products.

Question 46

Can I return a product?

Accepted Answer

YES. Under conditions. Deadline: 14 days after receipt Condition: Unopened / unused product Procedure: 1. Contact us: returns@my-aureane.com 2. We send you return label 3. Return product Note: Return fees at your expense (unless defective product).

Question 47

Can I get refunded if product doesn't work?

Accepted Answer

NO if product opened/used (hygiene). EXCEPT: - Defective product (rare) - Order error (our fault) - Proven allergy (medical certificate) Note: Cosmetics = no 'satisfaction' refund (Hygiene regulations). Contact us, we'll find solution (exchange, credit, etc.).

Question 48

Defective product, what to do?

Accepted Answer

Contact us IMMEDIATELY: marine@my-aureane.com With: - Order number - Photo of product - Problem description We'll send you new product FREE.

Question 49

I ordered wrong product, can I exchange?

Accepted Answer

YES, under conditions: - Unopened product - Within 14 days after receipt - Return fees at your expense Contact us: exchange@my-aureane.com We'll handle the exchange.

Question 50

Satisfied or refunded guarantee?

Accepted Answer

NO (cosmetics = strict hygiene regulations). BUT: - We answer all your questions BEFORE purchase - Personalized quiz for right choice - Responsive customer support if problem - Exchange possible (unopened product) We prefer helping you choose the RIGHT product from the start.

Question 51

How to contact you?

Accepted Answer

Email: marine@my-aureane.com (Response within 24-48h, business days) Instagram: @aureane.skincare (DM for quick questions) TikTok: @aureane.officiel Note: No phone for now (small team). But email = guaranteed quick response.

Question 52

Customer service response time?

Accepted Answer

Email: 24-48h (business days) Instagram DM: 12-24h Weekend: Response Monday If urgent: Specify 'URGENT' in email subject.

Question 53

Do you have a physical store?

Accepted Answer

NO. Online only (for now). Why: - More affordable prices (no store rent) - Delivery throughout France - Wide selection (no physical stock constraint) Maybe one day! We listen to your requests.

Question 54

Can I get personalized advice?

Accepted Answer

YES! Option 1: Online quiz - Answer 10 questions → Automatic recommendation Option 2: Email - Write us: advice@my-aureane.com Describe your problem → We advise you Option 3: Instagram DM - Direct message → Quick exchange We're here to help you choose.

Question 55

Do you offer dermatologist consultations?

Accepted Answer

NO. We're not dermatologists. We can: - Advise you on our products - Explain how they work We cannot: - Diagnose medical problems - Prescribe medical treatments If medical doubt: consult dermatologist.

Question 56

My question isn't in the FAQ?

Accepted Answer

Contact us: marine@my-aureane.com We respond within 24-48h. And we'll add your question to the FAQ!

Frequently Asked Questions

TABLE OF CONTENTS

Orders & Shipping

Payment & Pricing

Products & Usage

Results & Timeline

Ingredients & Safety

For Who & Areas

Returns & Refunds

Contact & Support

The essentials in 10 points