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Contacts
How can we help?
If you have questions about products, orders or account info you may find an answer in our Service Center.
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+1 877 600 7177
Monday - Friday: 9am - 7pm EST
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AUTEUR affiliates
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All AUTEUR products are formulated and manufactured in Germany, adhering to strict EU cosmetic regulations and quality standards.
Yes. AUTEUR is 100% cruelty-free. No animal testing is conducted at any stage of product development or production.
High-Active Skincare Compositions refer to advanced formulations containing up to 40 clinically proven active ingredients per product—each included at or near optimal concentration. These complex compositions are engineered to work synergistically, targeting skin concerns at both surface and cellular levels for fast, visible, and long-lasting results.
AUTEUR formulas are designed with encapsulated delivery systems to optimize penetration and reduce surface-level irritation. Soothing compounds, including ceramides and hyaluronic acid complexes, help strengthen the skin barrier. For reactive or sensitive skin types, a patch test is recommended before full-face application. Starting with every-other-day use may help assess skin tolerance. A daily broad-spectrum SPF is essential during use of high-performance skincare.
Apply each product to clean, dry skin, allowing full absorption before continuing to the next step. Detailed instructions for use are available on individual product pages and the Application Guidance page.
Formulas are carefully calibrated for internal synergy and maximum efficacy. Combining with external skincare—particularly those containing retinoids, exfoliating acids, or fragrance—may lead to reduced performance or skin sensitivity. For best results, use as a complete AUTEUR ritual.
To preserve the integrity of active ingredients, most products are packaged in airless containers. If unopened and properly stored in a cool, dry area, products can be safely stored for up to 30 months.
Discovery Sets are available for purchase, and complimentary samples are included with all orders. At checkout, requests for specific samples can be noted and will be accommodated when stock allows.
Product images on the website are for illustrative purposes. Packaging may vary slightly by size, format, or production batch. Variations are noted on each product page, where applicable.
AUTEUR is future-facing, and focused on how we can offer the highest-quality products with the lowest environmental impact. No plastic is used in our product boxes, and we utilise a security seal, rather than external plastic wrap, to secure products. The glass bottles can be easily separated from the pump system when empty, and recycled.
AUTEUR products are housed in airless packaging to preserve ingredient integrity and ensure precise dosing. These containers do not contain an internal tube—instead, they rely on a vacuum mechanism to push the formula upward into the dispenser.
If the pump is not dispensing:
Do not open the pump - this will only allow excess air into the chamber that will have to be evacuated, and could prevent the pump from starting again
Separate the inner tube with product from the glass holder by twisting the collar
Gently tap the base of the bottle on a firm surface several times to help the formula settle
Press the pump several times to re-engage the vacuum system
Do not open the top of the bottle, as this can break the airless seal and prevent the pump from functioning properly.
If the issue continues, please contact Client Services for further assistance.
Most all AUTEUR formulations are either fragrance-free, with very few that contain minimal fragrance for functional purposes.
Composition No. 1, Definitive Neck & Décolleté Cream, and Definitive Enzyme Cleanser are formulated with a small amount of fragrance to help balance the naturally potent aroma of certain active ingredients. These scents are subtle and designed to dissipate shortly after application.
All other AUTEUR products not mentioned are fragrance-free.
AUTEUR offers several formulas designed to support clear, balanced, and refined skin—without stripping or compromising the skin barrier. These products are ideal for oily, congested, or blemish-prone skin types:
Definitive Enzyme Cleanser
A daily exfoliating cleanser that gently removes buildup, excess oil, and dead skin cells using a mild enzymatic complex. Helps clarify without disrupting the skin’s natural balance.
Definitive Retinol Serum
A next-generation resurfacing treatment formulated with encapsulated retinol, bakuchiol, glycolic and lactic acids, and barrier-supportive squalane. Helps refine texture, reduce congestion, and improve skin clarity while minimizing irritation.
Definitive Hyaluron Activator Serum
Hydrates deeply with multi-molecular hyaluronic acid while delivering anti-inflammatory peptides and barrier-strengthening active ingredients. Lightweight and ideal for skin that is oily yet dehydrated.
Definitive Optimising Mask
An intensive treatment designed to detoxify, decongest, and revive the skin. Contains gently exfoliating and brightening actives to support skin clarity and restore balance, especially after periods of stress or excess oil production, balanced with ingredients to soothe, calm and hydrate.
Other products may be incorporated safely into your routine; please contact us for assistance with a customized routine.
Most AUTEUR products are formulated for flexible use and can be incorporated into either a morning or evening skincare routine, depending on skin needs and preferences.
However, two treatments are recommended for nighttime use only due to their higher concentration of retinol:
- Definitive Retinol Serum – Contains encapsulated retinol, bakuchiol, and resurfacing acids that are best applied in the evening to avoid potential sun sensitivity and to support overnight skin regeneration.
- Composition No. 1 – A highly concentrated, multi-active serum designed for overnight recovery, featuring retinol and advanced peptides to support skin renewal while sleeping.
For all other products—including cleansers, hydrating serums, creams, and masks—application can be adapted to either morning or evening. Always follow with SPF during the day when using active treatments.
All personal information is used in accordance with the AUTEURPrivacy Policy. Data is collected only for service-related purposes and is protected under strict confidentiality guidelines.
Shipping Policy
Order Processing Times
Orders are typically shipped within 1 business day. Orders placed on weekends or holidays are shipped the following business day.
Order Status and Tracking
An email with your tracking number will be provided when your order is shipped. It may take up to 24 hours for this to populate on the carrier’s website.
Shipping Rates - Europe
Orders shipping throughout Europe are dispatched with DHL Paket or DPD. In markets where these services are not available, orders may be dispatched using FedEx.
Orders €250 and over receive complimentary shipping.
For orders €250 and under, the best available shipping rate will populate at check out based on location.
This rate includes applicable fees.
Shipping Rates - United States
Orders shipping to the lower 48 states are dispatched using UPS or Fedex.
Ground: $14, Complimentary for orders over $100.
2 Day: $25 for all full-sized items, Complimentary for orders over $250.
Overnight: $45 for all full sized items
We are unable to ship to PO boxes.
Orders to Hawaii, Alaska, and Puerto Rico may be shipped using USPS Priority.
Shipping Rates - Canada
Orders shipping to Canada are dispatched with Fedex Economy.
Orders $250 CAD and over receive complimentary shipping.
For orders $250 CAD and under, the best available shipping rate will populate at check out based on location.
This rate includes applicable fees.
Shipping Rates - United Kingdom
Orders shipping to the United Kingdom are dispatched with Fedex Economy.
Orders £225 GBP and over receive complimentary shipping.
For orders £225 GBP and under, the best available shipping rate will populate at check out based on location.
This rate includes applicable fees.
Shipping Rates - Rest of the World
Orders shipping to locations not mentioned above are dispatched using FedEx Economy.
Orders €300 and over receive complimentary shipping.
For orders €300 and under, the best available shipping rate will populate at check out based on location.
Customs Clearance Policy on International Deliveries
International orders are shipped via FedEx. Shipping costs do not include customs fees, taxes, tariffs and duties unless otherwise stated, and may be collected in accordance with policies and laws in your location. Please ensure that contact information provided is correct, in case a courier needs to reach you regarding the delivery of your order. AUTEUR is not responsible for these or any other associated fees, and will not issue a refund if a package is abandoned or refused due to these charges.
Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at check out.
If we are unable to deliver the products ordered to your particular country, we will notify you via email, and the original form of payment will be refunded.
AUTEUR is not responsible for any delivery delays that may occur as a result of customs clearance, as these are not within our control.
Please note that while AUTEUR makes best-efforts on preparing all customs documents for your shipments to clear customs, we are not responsible for the customs clearance process.
Occasionally, the courier may require additional information from the receiver, such as a Tax ID number or an address verification, to complete a delivery, as required by a local government. Our customer service team may contact you to notify you of the required information, which you may need to provide directly to the courier to complete the delivery of your package.
Signature Release
AUTEUR provides the option of requiring a signature upon delivery at checkout. We are not responsible for lost or stolen packages that do not have this option selected for delivery.
All orders over $500 USD will automatically require a signature, regardless of service type.
If your delivery has been signed for upon receipt, it is agreed upon by both parties that the delivery of your package is complete, and that AUTEUR is no longer responsible for your purchase.
Multiple Orders
We are unable to combine orders once placed.
Courrier Delays
AUTEUR is not responsible for any delays with the shipping courier that may occur due to weather, mechanical issues, acts of god, or any other reasons. If your package requires a signature, and the courier is unable to complete the delivery without a signature release, this is not under the control of AUTEUR and we are not responsible for any delays in delivery. A signature release may be able to be completed using FedEx Delivery Manager, or by selecting additional options on the courier tracking page.
Returns
All purchases made on auteur.com are FINAL SALE.
In the unlikely event that you receive an item that is damaged or incorrect, please contact us within 48 hours of receiving your shipment. To assure prompt resolution, please be prepared to provide the following: Order number, shipping label, pictures of the top, bottom and any damaged areas of the box, pictures of all packing materials and any damaged items. These images are required to assist in the replacement of items, and we may be unable to complete a replacement if the original packaging is not available.
If you purchased AUTEUR from another venue, please contact the place of your original purchase.
If you are not sure what products are correct for your skin, we encourage you to begin your skincare journey with The Discovery Set, which includes samples of items to better asses skin compatibility.
AUTEUR makes best efforts to assist all local customs with required paperwork and information, but we are not responsible for customs clearance or additional details that may be required by your government or by the courier to complete a delivery. We do not take responsibility or issue refunds for items that are delayed as a result of customs.
Order Changes and Cancellations
Due to the fast processing times of our fulfillment system, we are unable to cancel or modify orders once they have been placed, and are not able to cancel orders.
If you have special delivery instructions or other needs, we kindly ask that you contact our Client Services team prior to placing your order so we can best assist you.
Returns & Refunds
Every purchase made on auteur.com is considered a FINAL SALE.
In the unlikely event that you receive an item that is damaged or incorrect, please contact us within 48 hours of receiving your shipment. While we do not offer refunds for damaged or defective items, we are happy to assist with a replacement.
To initiate a damage replacement request, please provide your order number, shipping label, and clear photos of the shipping box (top, bottom, and any damaged areas), all packing materials, and any affected items. These images are required to process a replacement. Damaged items must be returned in order to complete the exchange for a replacement item. We may be unable to proceed if the original packaging or item is not available.
If a delivery is not completed or appears to be missing, please contact us immediately so that we can open a case with the carrier and determine the next steps. We do not issue refunds for undelivered shipments.
If you are not sure what products are correct for your skin, we encourage you to begin your skincare journey with The Discovery Set, which includes samples of items to better asses skin compatibility ahead of purchasing a full-sized item.
AUTEUR makes best efforts to assist all local customs with required paperwork and information, but we are not responsible for customs clearance or additional details that may be required by your government or by the courier to complete a delivery. We do not take responsibility or issue refunds for items that are delayed as a result of customs.
If your purchase was made through one of our retail partners, please contact the original point of purchase directly for assistance.
Cancellations and Order Changes
Due to the fast processing times of our fulfillment system, we are unable to cancel or modify orders once they have been placed, and are not able to cancel orders.
If you have special delivery instructions or other needs, we kindly ask that you contact our Client Services team prior to placing your order so we can best assist you.
