Frequently Asked Questions
My product came damaged/leaking.
Please contact our Concierge who will help you replace the damaged product.
I received the wrong item in my order.
Please contact our Concierge who will help facilitate the product return and replacement.
My package says it was delivered but I never received it. What do I do?
We ask that you wait 3 days to see if it turns up and check with your neighbors to see if they accidentally picked it up. If it does not show up, please contact our Concierge who will help replace your order.
I tried my product and don’t like it – can I return?
Unfortunately, we cannot accept any open or used products. If you are unsure about what to order, please schedule a Consultation.
When you purchase a Consultation, you and your esthetician will discuss your skin conditions, lifestyle, products you currently use, as well as your skincare goals. You will receive an email with a customized at-home skincare routine tailored to your needs. Half of the consultation cost will be issued as a gift certificate to shop recommended skincare products on our website.
Can I please have samples in my order?
Based on availability we include samples with all online orders. You may add a note with your order for a specific sample, and if we have it in stock, we will include it with your order.
Unfortunately, we cannot send samples without a purchase.
Can I cancel my order?
Yes, as long as your order has not yet shipped out. If you have not received a shipping notification nor can see updated tracking information in your customer dashboard, then please contact our Concierge Team at firstname.lastname@example.org to request a cancellation. We will do everything we can to honor your request and refund you in full if your order has not yet been handed over to our shipping carrier.
Unfortunately at this time, we cannot offer complimentary cancellations to orders that have been fulfilled and shipped from our warehouse. Please contact our Concierge Team with a request to return or exchange your products, as you wish. Keep in mind that you will be responsible for all return or exchange shipping costs associated with that request.
How do I place an order for a Celluma?
Please call our Concierge at (214) 812-9023 and we will be able to answer any questions and place your order.
Do you offer international shipping?
Yes, we do offer shipping to our residential and business addresses around the world using DHL as our exclusive shipping carrier. During checkout you will be prompted with a directly calculated rate from DHL and will be able to view all duty and taxes associated with your delivery address. Please note we do not offer Returns nor Exchanges to our international customers at this time.
I accidentally ordered the wrong Biologique Recherche Lotion P50 product – can you just swap it out for the correct one?
If you have not opened or used the P50 product we can exchange your product. Please contact our Concierge who will help facilitate the exchange.
When will my Joanna Czech order ship out?
All orders placed by 12 PM noon EST will ship out the same business day. We only fulfill and ship orders Monday - Friday and do not offer Saturday Delivery.
Do you offer any discount codes?
We offer Consultations where half of the cost will be issued as a gift certificate to shop recommended skincare products on our website.
Our Essential Edits offer a small discount compared to buying each product individually.
Are the products suitable for sensitive skin?
Yes, all 7 products are clinically tested and confirmed as non-irritants and non-sensitizing.
Are the products safe to use during pregnancy and breastfeeding?
Yes, all of the ingredients in each formulation are considered GRAS - Generally recognized as safe.
Are the products in The Kit safe to use on the eyes?
Yes, all 7 products are epi-ocular tested and safe to use around the eyes.
Are the products in The Kit fragrance-free?
What is the pH of The Toner?
The Toner’s pH is 5.75 for the most optimal results.
Why is my Toner changing color?
The Toner has a high % of powerful actives, some of which are naturally dark amber color, which may change the color of the formula over time. This change in color does not affect the overall safety and efficacy of The Toner in any way.
Is the Vitamin C in The C+ serum okay to use during the day in the sun?
Yes, The C+ Serum contains highly stable Vitamin C, which makes it safe for everyday sun exposure, and it can be used day and night.
Is The Kit cruelty-free?
Yes, every formula is cruelty-free.
Can I use The Cleansing Wipes to replace my cleanser?
No, The Cleansing Wipes should not replace your cleanser and are meant refresh on the go. These sheets are made in Japan of 100% cotton that is biodegradable.
What is the shelf life of the The Kit?
The shelf life of The Kit is a minimum of 2 years.
Is The Kit TSA friendly?
Yes, each product is less than 3.4 ounces (100mL) and The Toner, The C+ Serum, The Soothing Serum, The Cream and The Balm come in a clear recycled EVA pouch that is TSA friendly.
Can I incorporate these products with my favorite skincare products that I am already using?
Yes, The Kit products are made to mix with each other, as well as with your favorite products from other brands. They are all gentle and supportive.
If I run out of products, how can I order more?
These essential Joanna Czech products will always be available on our website and in our studios.
Why does the pouch have so many compartments?
The Kit was designed to make your skincare routine easier no matter where you are. The extra compartments are to hold all of your necessities. From devices to toothpaste, they can all fit into one elegant pouch. The Travel Pouch is stain and water-resistant.
My buckle on The Travel Pouch keeps opening.
Our buckles were made to mimic an airplane seatbelt. Just like with an airline buckle - press the tab all the way in till you hear the click to secure full closure.
I’m looking for a new skincare routine – what do you recommend?
When you purchase a Consultation, you and your esthetician will discuss your skin conditions, lifestyle, products you currently use as well as your skincare goals. After your consultation, you will receive an email with a customized at-home skincare routine tailored to your needs. Half of the consultation cost will be issued as a gift certificate to shop recommended skincare products on our website.
How many steps should be in my skincare routine?
This depends on many factors, but the simplest routine should include:
Cleanser, Toner, Serum, & Moisturizer.
For a more comprehensive routine customized for your specific skin conditions and lifestyle, we recommend a Consultation.
When you purchase a Consultation, you and your esthetician will discuss your skin conditions, lifestyle, products you currently use, as well as your skincare goals.
After your consultation, you will receive an email with a customized at-home skincare routine tailored to your needs. Half of the consultation cost will be issued as a gift certificate to shop recommended skincare products on our website.
In what order should I apply my products?
When layering products, you want to make sure each step is absorbed into the skin to be most effective. A good rule of thumb is to layer based on the consistency of the product- thinnest to thickest.
Which Biologique Recherche Lotion P50 would be best for me?
There are 6 different strengths of P50 to treat every skin condition. Please refer to this article to learn more about which one is best for you.
How do I open Biologique Recherche serum bottles?
A squeezable dispenser top will be included in the padded sachet with each of Biologique Recherche serum products.
How to add the plastic dispenser to your serum bottle:
• Remember to keep the glass bottle upright during this process.
• Pull the center of the aluminum ring towards the outside of the bottle and down to break the band around the glass top.
• Pull out and remove the rubber stopper.
• Keep the glass bottle upright, push the plastic squeeze top around the outside edges of the top to seal the bottle.
Uncap the travel tip, turn bottle upside down and squeeze neck of the applicator to apply drops into your hand.
Does Joanna have a waitlist or cancellation list for studio appointments or virtual consultations?
Yes, she does. Please call one of our studios to learn more about booking with Joanna.
Joanna Czech New York 212-464-7303
Joanna Czech Dallas 214-812-9488
I just had a virtual consultation, when will I receive my RX?
You should receive your RX within 48 hours (about 2 days) of your Consultation.
Do you offer micro dermabrasion?
We do not offer micro dermabrasion. We do offer other peel options that we find superior to micro dermabrasion including gentler water peels, sapphire peels and advanced diamond peels. Your esthetician will determine which is best for your skin the day of your appointment.
Do you do extractions in the facials?
Yes, all of our facials include extractions if needed. If extensive extractions are needed, we recommend a 90-minute facial.
Do you offer different kinds of facials?
Each of our facials is customized to the client’s needs on the day of their appointment. We believe skin is constantly changing and has different needs based on lifestyle season and goals. The esthetician will consult with you at the beginning of your appointment about your concerns and needs and perform a facial that addresses them.
Do you wax or tweeze for eyebrows?
We prefer to tweeze because of the fine detailing it allows us.
How often should I get a facial?
Your skin regenerates every 21-28 days, so to maximize the cumulative results of our treatments, we recommend a facial every 3-4 weeks.
At a minimum, we suggest getting a facial 4x per year, because your skin has unique needs with each change of season. Your esthetician will ensure that your at-home skincare routine is consistent with your current skins needs.
Can I book a facial appointment via email?
To get the most up-to date appointment availability please book your appointment online HERE. Or call directly to one of our studios.
Joanna Czech New York 212-464-7303
Joanna Czech Dallas 214-812-9488
Please Note: An appointment with Joanna can only be booked over the phone.