Online Shopping FAQ

My product came damaged/leaking.

Please contact our Concierge who will help you replace the damaged product.
(214) 812-9023

I received the wrong item in my order.

Please contact our Concierge who will help facilitate the product return and replacement. 
(214) 812-9023

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. 
(214) 812-9023

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 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. 
(214) 812-9023

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.

Why is there a limit of 5 units per product in a single order, and do you allow resale? What happens if my order exceeds the maximum quantity?

We have implemented a maximum limit of 5 units per product per order to ensure fair access and prevent potential misuse, discouraging bulk purchases for resale. We strictly prohibit resale unless you are an approved vendor. Noncompliant orders exceeding the quantity limit may be subject to cancellation at our discretion. If you require a larger quantity for personal use or have special circumstances, please contact our customer support for assistance. We are committed to maintaining a positive shopping experience for all our customers