Skin Care FAQ
What's the best way to get started?
We recommend starting with the AM Spa Cleansing and Moisturizing with our famous Sandwich® method. This is our most unique offering, which will show you the fastest and most dramatic results, at a value price.
If you want to try just one product to get an idea of the quality of our formulas, we recommend Instant Radiance, or any of our masks
What's so different about this line?
Let us count the ways! We are a family business and when you purchase from us it is just the beginning of our relationship - not the end. We work individually with any customer who seeks individual advice and consultation. We do not follow trends - We remain true to the philosophy and formulas of Simone France, who used the products and the method on thousands of women over a 50-year career, and saw first-hand what works and what doesn't. We use the fewest ingredients possible in each and every product. We don't believe there is a single miracle ingredient that will solve all your problems. We have our own unique method of using the products that is every bit as important as the products themselves. If you use our products the same way all others are used, you won't get the great results.
Can I use other products with your method?
No. Our products are made to be layered and used together and others are not. When you mix products you're playing amateur chemist – when ingredients mix with each other they can turn into something altogether different – and not good for your skin! And it's not just the ingredients – it's also the textures of our products that are formulated to be used with our unique method. Substituting other products not made to be used this way will not give you a good result.
Will your products get rid of dark spots?
Our system can lighten or even eliminate dark spots if the pigment resides in the upper layers of the skin. If the pigment resides in the deepest region of the skin, that requires a more serious medical procedure like a laser. Many people have seen their dark spots lighten dramatically and even disappear on our system. We do this not with bleaches or other aggressive treatments, but with the same gentle daily exfoliation we recommend for everyone. They key is to do a little bit, very gently, every day.
What are the anti-aging ingredients in your products?
One of Simone's most famous quotes is “What you take off your skin is just as important as what you put on it.” We do not believe in miracle ingredients or in any one ingredient that can do it all. We deliver the ultimate anti-aging results by using fewer ingredients, a unique method that respects and works together with the skin's natural processes. “Fighting” wrinkles, “zapping zits” and other popular ways of waging war on your skin with powerful chemicals only cause it to show you battle scars of dryness, redness, dullness and more. Treat your skin gently and with respect and work with it instead of against it through the years and it will thank you with a beautiful, smooth, healthy glow for a lifetime.
Where are your products made?
The formulas are the original French recipes but the products are made in America. Blemish Erase is the only product still manufactured in France, but that will be made in America as soon as we find a lab with the right equipment and processes.
Do your products contain parabens, sulfates or fragrances?
No parabens, no sulfates. Generally, the only fragrance you smell in our products is the natural smell of the ingredients. Sometimes the best ingredient doesn't smell very good, so occasionally we use what is called a “masking” fragrance to neutralize a bad smell. We have removed parabens from all of our products except French Clay Mask
Are your products tested on animals?
No. Our products have never been tested on animals and they never will be.
Does your cleansing milk have milk in it?
No, there is no milk or milk products in our cleansing milks.
Is there gluten in your products?
Lovely Glow and Deep Moisture Mask have wheat germ oil, although there is no evidence that trace amounts of gluten are present contained in the oil, and no evidence that people people who are sensitive to gluten that they eat have a problem with a possible trace amount applied to their skin.
Customer Service FAQ
What is your return policy?
You can return products within 30 days of receiving them. We have a 100% money-back guarantee on the purchase price of any product. Click here to read the full policy and procedures for returns and exchanges.
Can I exchange a product if it's not working for me?
Absolutely! We work individually with all our customers to make sure they have the right products for their skin. Please call, email or chat with us for an individual consultation. Click here to read the full policy and procedures for returns and exchanges.
When will I receive my order?
We ship Monday - Friday. Orders ship within 1-3 business days from New York, NY. We ship USPS First Class or Priority Mail. No weekend or holiday deliveries.
Do you have free shipping?
Yes, orders totaling $75.00 and higher automatically get free shipping via USPS. Orders $74.99 and under ship to US addresses via USPS for $8.00
Do you ship outside the US?
Yes, we ship around the world via DHL. Orders to Canada ship for $25. To all other countries the charge is $50. Delivery times vary for International shipments and the receiving country may collect customs fees at delivery.
How can I cancel an order?
Orders can be cancelled any time before they ship. Once shipped, they cannot be cancelled, but they can be returned. Contact us to cancel.
How can I change my order?
How can I check the status of an order?
If you have an account with us you can check the status by logging into your account. Anyone can email firstname.lastname@example.org during normal business hours and we'll let you know the status of your order.
The Sandwich® FAQ
Why do you say to do the surface cleaning at night and the Sandwich only in the morning?
At night you want to dissolve makeup, oil and the impurities of the day. The key word is DISSOLVE. Cleansing milk and toner are much better than soap and scrub for this purpose. When you wake up your skin is still clean, and now it is ready for the special deep cleansing spa treatment of The Sandwich. Whenever you go to a spa and have a facial or any special treatment, they don't just put it right on your face – they first clean your face and remove your make up with milk and toner so that the special treatments go right to your pores instead of having to first get through layers of makeup and oil. For deep pore cleansing and mild exfoliation, the moisturizer, soap and scrub in The Sandwich are the ideal products. They also give you a healthy glow for the day when you want it - why go to sleep when your skin looks fresh and dewy and ready to meet the day?
Isn't it better to use soap and scrub at night when your skin is the most dirty?
That sounds logical, but in fact the opposite is true. Soap and scrub FEEL refreshing, but they are not the best form of products to dissolve oil and makeup. You need something with a little oil in it to do that, like a cleansing milk. Our great-grandmothers knew what they were doing when they used cold cream at night! If you want that refreshing feeling at the end of the day, after cleansing with milk and toner just splash with warm water 15 times, then cold water 15 times.
Why do you use moisturizer first?
It is rather unusual to have moisturizer be the first step in cleansing, but that is one of the keys to our great results. Moisturizer serves two purposes: It softens everything up so it removes better, and it provides a protective layer to shield your skin from the drying effects of the soap. The whole point of The Sandwich is to get the great cleansing benefits of soap without any of the drying side effects. You then apply moisturizer again after you are finished washing so your skin is protected for the day.
Do you really need 15 splashes of warm water and 15 splashes of cool?
Yes! The warm and cool splashes have two purposes. The warm splashes make sure you don't have a bit of scrub left behind and the warm water stimulates your circulation for natural detoxification. The cold splashes tighten up your pores and the cool water following the warm water gives you a rosy glow. Everything in The Sandwich instructions is there for a reason. Any little thing you leave out means you lessen the benefit of the health and beauty of your skin You can do it - It's only two minutes from start to finish!
Can the Signature Cleansing Cloths be re-used?
Absolutely! You can rinse and re-use them after The Sandwich a few times before discarding them. One exception is people with significant acne. They should use a fresh cloth with each cleansing for maximum hygiene.
Won't the soap dry out my skin?
It will never dry out your skin if you follow the method. All soaps are drying by their nature – even ours which is 100% organic! The trick is to use it with our method, with moisturizer first and wiping off afterward. That's how you get the cleansing benefits of soap without the drying side effects.
What if I lose my instruction card?
No problem! Click here for the instructions.