Q&A -About Online Store
Why is the color and scent different from what I used before?
Because our products use plant-derived ingredients, there may be slight differences in color and fragrance depending on the harvest time and growing environment.
This is due to the natural characteristics of the plant and does not affect the quality or efficacy of the product, so please rest assured.
Is there anything I should be careful of when storing it?
To use the product safely, avoid storing it in direct sunlight or in places with extremely high or low temperatures, and store it out of reach of children. After use, keep the opening of the container clean and store it with the cap tightly closed.
I accidentally licked it. What should I do?
First, rinse your mouth and gargle without forcing yourself to vomit. If you feel unwell after that, we recommend that you consult a medical institution immediately.
I got it on my clothes. What should I do?
If it gets on your clothes, wash it carefully with detergent as soon as possible.
When doing so, please avoid using chlorine bleach as it may damage the fabric.
My skin is itchy after using the product, what should I do?
If you experience any of the following symptoms, please discontinue use immediately: itching, redness, rash, swelling, irritation, etc. This may indicate that the product is not suitable for your skin.
If symptoms do not improve or worsen, we recommend that you consult a medical institution, bringing the product with you.
When using Nouvelle Page's "Glow Intensive Serum", a crumbly residue appears.
When the ingredients in cosmetics are rubbed against the skin, they can become distorted and cause crumbly residue to appear. This is due to the nature of the product, and can be prevented by paying attention to the following points.
[How to use]
1. Is the amount used appropriate?
If you use too much, you may end up rubbing the product repeatedly to get it to blend into your skin, which may result in flaky residue.
2. Has the previous product been thoroughly absorbed?
Please use "Glow Intensive Serum" after the previous product has been absorbed. If the previous product has not been absorbed, you may rub "Glow Intensive Serum" repeatedly to make it absorb. As a result, it may come out in flakes.
3. Are you scrubbing your skin too much?
Be careful not to rub your skin too hard when blending the product. Rubbing too hard can not only cause the product to crease, but it can also irritate your skin.
Can I return or exchange items?
Due to the nature of the product, we do not accept returns or exchanges for reasons of customer convenience.
However, if you receive a defective product or a product different from your order, please contact us via the inquiry form and we will assist you.
→ Contact Form
Can I get a sample?
Unfortunately, we do not provide samples. You can try out our products at our salon. Please come to our salon and experience the feel of our products.
About the product
Why is the color and scent different from what I used before?
Because our products use plant-derived ingredients, there may be slight differences in color and fragrance depending on the harvest time and growing environment.
This is due to the natural characteristics of the plant and does not affect the quality or efficacy of the product, so please rest assured.
Is there anything I should be careful of when storing it?
To use the product safely, avoid storing it in direct sunlight or in places with extremely high or low temperatures, and store it out of reach of children. After use, keep the opening of the container clean and store it with the cap tightly closed.
Face oil has solidified.
This is a natural characteristic of jojoba oil and a sign of its high purity, free from impurities. Jojoba oil tends to turn white and solidify when the temperature drops below approximately 10°C (50°F).
If it solidifies, especially in colder seasons, gently warm the container to return it to its original state. Rest assured, this does not affect the quality of the product, so you can use it with confidence.
I accidentally licked it.
First, rinse your mouth and gargle without forcing yourself to vomit. If you feel unwell after that, we recommend that you consult a medical institution immediately.
I got it on my clothes.
If it gets on your clothes, wash it carefully with detergent as soon as possible.
When doing so, please avoid using chlorine bleach as it may damage the fabric.
My skin is itchy after using the product.
If you experience any of the following symptoms, please discontinue use immediately: itching, redness, rash, swelling, irritation, etc. This may indicate that the product is not suitable for your skin.
If symptoms do not improve or worsen, we recommend that you consult a medical institution, bringing the product with you.
When using Nouvelle Page's "Glow Intensive Serum", a crumbly residue appears.
When the ingredients in cosmetics are rubbed against the skin, they can become distorted and cause crumbly residue to appear. This is due to the nature of the product, and can be prevented by paying attention to the following points.
[How to use]
1. Is the amount used appropriate?
If you use too much, you may end up rubbing the product repeatedly to get it to blend into your skin, which may result in flaky residue.
2. Has the previous product been thoroughly absorbed?
Please use "Glow Intensive Serum" after the previous product has been absorbed. If the previous product has not been absorbed, you may rub "Glow Intensive Serum" repeatedly to make it absorb. As a result, it may come out in flakes.
3. Are you scrubbing your skin too much?
Be careful not to rub your skin too hard when blending the product. Rubbing too hard can not only cause the product to crease, but it can also irritate your skin.
Can I return or exchange items?
Due to the nature of the product, we do not accept returns or exchanges for reasons of customer convenience.
However, if you receive a defective product or a product different from your order, please contact us via the inquiry form and we will accept returns or exchanges.
Can I get a sample?
Unfortunately, we do not provide samples. You can try out our products at our salon.
About Shipping
How many days does it take from ordering to shipping?
Normally we ship your order within 2-5 business days, but during peak order periods it may take 2-7 business days.
Please note that we will ship out as usual on Saturdays, but will not ship out on Sundays or public holidays, as these are our regular holidays. We will notify you separately regarding major holidays such as the New Year's holidays, Obon, and Golden Week.
Is there a shipping charge?
Shipping costs are a flat rate of 880 yen (tax included) via courier delivery, except for some areas.
Shipping costs to Hokkaido, Kyushu, and Okinawa are 1,320 yen (tax included).
If your order totals 20,000 yen or more (including tax), we will deliver your order anywhere in Japan free of charge.
*We plan to offer international shipping in the future. When this service begins, it will be announced on this website and on the official Instagram accounts of "Chaleur" and "Nouvelle Page."
Can I ship to an address other than my home address?
Yes you can, just enter your preferred shipping address during checkout.
*For those using external payment services
If you use Shop Pay or Apple Pay, the address registered in your payment service account may automatically be reflected as the shipping address. Please be sure to check the address registered in your account before making a purchase.
Who is the delivery company?
Shipments within Japan are made via Yamato Transport and Sagawa Transport.
Can I change the delivery company?
We are very sorry, but we cannot accept requests to specify a delivery company.
Do you ship overseas?
We plan to start shipping overseas in the future. When this starts, we will announce it on this website and on the official Instagram accounts of "Chaleur" and "Nouvelle Page."
Is gift wrapping available?
We apologize, but we are currently unable to offer gift wrapping.
Payment and receipts
What types of payment methods do you accept?
You can choose from credit card, Apple Pay, or PayPal.
◼ Credit Cards <br/>The following cards are accepted:
・VISA / Mastercard / JCB / American Express / Diners / Discover
◼ Apple Pay
The following cards can be used:
・VISA / Mastercard / JCB / American Express
*Please note that credit cards and electronic money (Suica, iD, QUICPay, etc.) other than those listed above cannot be used.
Can I pay by credit card in installments?
We do not accept installment payments.
However, depending on the services offered by your credit card company, you may be able to pay in installments.
For more information, please contact your credit card company directly.
Can I get a receipt?
After completing the payment, we will send a download link for the receipt to the email address you entered, so please download it yourself.
This receipt complies with the invoice system.
Can I receive a receipt by mail?
Please note that we do not issue receipts by mail.
Can I change the name on the receipt?
At checkout, please enter your preferred name and description for the receipt in the textbox shown on the cart page. We will update the receipt accordingly and notify you once the changes are made. After our confirmation, you can download the updated receipt with the new name and description from the Contact Form.
If you wish to make changes after placing your order, please contact us via the inquiry form.
Returns, exchanges and order changes
Can I cancel or change my order?
We do not accept cancellations or changes to your order after it has been confirmed.
When placing an order, please make sure that the product, quantity, and delivery address are correct before proceeding.
What should I do if I receive a defective product or a product different from what I ordered?
We do not accept returns or exchanges for reasons of customer convenience.
Please note that we do not accept returns or exchanges for unopened products if the product does not suit your skin, is different from what you expected, or you have ordered the wrong product or quantity.
If the product is different from what I expected, can I return or exchange it?
We do our utmost to ensure that products are delivered in perfect condition, but if the product you receive is dirty or damaged, or is different from what you ordered, please contact us via the inquiry form within one week of receiving the product. We will promptly exchange the product.
If a replacement cannot be arranged, we will refund your payment.
Please note that even in this case, we may not be able to accept returns or exchanges for the following products:
- Items that arrived more than one week ago
- Products returned without prior notice
- Opened products
- Products that have become dirty, scratched, damaged or soiled while in the customer's possession
- The product condition at the time of return is significantly different from that at the time of delivery (including the box and accessories)
- Products marked "Not eligible for return or exchange"
- Products purchased outside this website
- Products that have been altered by the customer after being defective from the start
About Membership Registration
Does it cost to register as a member?
Membership registration is free.
If you would like to register, please apply via the link below.
Are there any benefits to registering as a member?
This reduces the hassle of entering your address when placing an order, and enables you to check your purchase history.
I can't log in.
If you have forgotten your password, please click on "Forgot your password?" on the login screen.
A link to reset your password will be sent to your registered email address. Click on the link in the email to go to the reset screen and register a new password.
Can I change the information I registered?
You can change your shipping address, email address, name, and other details on your My Page.
If there are any changes to your registration information, please update it yourself.
What if I want to cancel my membership?
If you wish to delete your information or cancel your membership, please contact us here and we will take care of the procedure.
However, please note that if you cancel your membership, you will no longer be able to use any of the member services on this site.
(e.g., clearing your order history, etc.)
*If you have an ongoing order for a product, please complete the cancellation procedure after receiving the product.