You Asked, We Answered—Your Most Pressing Customer FAQs

Updated 07/20/22. At Renée Rouleau Skin Care, we strive to be as transparent as possible. In fact, as a company, one of our core values is education. That means we want to do more than just sell you a product; we want to empower you to be a smarter, savvier consumer.

In the spirit of this, our customer care specialists put together our top customer FAQs in an effort to answer all of your questions in one convenient place—right here. So, without further ado, here are your 18 most-asked questions, with answers from our customer care specialist, Genna, and our in-house esthetician, Lexi.

1. Do You Offer Travel-Sized Products?

With the exception of our cleansers and toners, all of our products are TSA-friendly at 3 oz or less.

As for creating travel-sized products in the future, we know this is something our customers are interested in and it’s on our radar as something to explore and pursue. While we are always looking to incorporate customer feedback into product development, travel-sized products are tricky from an operations standpoint. This is because they cost almost the same amount as full sizes to produce, yet they yield much less product. Currently, there simply isn’t enough demand for our cleansers and toners to come in smaller sizes (especially since customers get more bang for their buck when they buy full sizes).

If you want to travel with your cleanser or toner, you can decant them into smaller bottles (we like these ones from Cadence, which we pack together in a Truffle Bag). This seems to work really well! You can also try this easy trick for packing your toner.

2. Do You Offer Free Samples?

We don’t offer free samples, and here’s why: you simply won’t be able to gauge a product’s efficacy or suitability for your skin type based on the three or four uses a sample gives. We don’t believe they give customers enough of a benefit to make them worthwhile.

That being said, we understand that skincare is an investment, and we are fully committed to providing you with all the tools you’ll need to determine which products are best for your skin. Our Skin Type Quiz is a quick and easy way to learn which of our 9 Skin Types you fit into. At the end of it, you’ll get personalized product recommendations.

If you’re still unsure of which skin type you fit into, we offer virtual consultations with our experienced esthetician, Lexi! She will spend 30 minutes talking to you about your skin and answering any and all questions you might have. By the end of it, she can provide a personalized routine and guidance on how to use each product. (Note: consultations are free when you buy $100 worth of product at the end of your appointment.)

No matter which skincare product you’re trying, we recommend performing a patch test before going all in. This can help avoid a negative reaction, which, unfortunately, can happen regardless of the quality of the product. And if at any time you’re unsatisfied with a product, we will exchange it until we’ve helped you find the perfect fit!

3. Where Are Your Spa Locations?

We no longer have a spa. Our only physical location is our corporate headquarters in Austin, Texas. If you’re looking for skincare guidance or have product questions, you can schedule a virtual consultation with our esthetician, Lexi.

4. Can I Book a Service with Renée?

Renée makes occasional visits to New York and Los Angeles to take a limited number of appointments, but unfortunately, her busy schedule doesn’t allow her to take on new clients. That being said, Renée does occasionally host pop-up events during which customers have the opportunity to talk to her one-on-one. Be sure to follow us on social media and join our email list to be the first to hear about these events!

5. Do You Sell Your Products Overseas or Have International Distributors?

While we do ship our products overseas, we don’t have any third-party distributors, international or otherwise. We are a direct-to-consumer brand, which means we ship our products directly from our warehouse in Austin, Texas to customers all around the globe. This is important since cutting out the middle man allows us to maintain a high standard of quality control. It also helps us keep prices down. (We’ve been a direct-to-consumer brand ever since we launched our first e-commerce site in 1999!)

We are the only authorized retailer of our products, which are sold exclusively on our website. If you buy Renée Rouleau products second-hand or through any unauthorized retailer, we cannot guarantee the quality or safety of these products.

While we do ship to most countries, there are a few we can’t ship to due to government regulations and customs restrictions. We do not ship to Spain, Sri Lanka, Guam, Turkey, or any countries in Africa with the exception of South Africa. (Pssst. We offer free international shipping to Canada and the U.K. on orders of $150+ USD!)

6. Can I Recycle Your Packaging?

You can recycle the following packaging:

• 0.5 oz airless pump bottles (be sure to remove the pumps themselves as they are NOT recyclable)
• 1 oz airless pump bottles (be sure to remove the pumps themselves as they are NOT recyclable)
• Cleanser bottles
• Toner bottles
• Tottles (like the Bio Calm Repair Masque & Weightless Protection SPF 30)
• Glass bottles (like the Night Time Spot Treatment & Pro Remedy Oil)

We know that sustainability is extremely important to our customers. From an operations standpoint, transitioning to sustainable packaging is currently our number one priority as a company. This is a huge project, and we are still in the research phase because we want to make sure we get it right.

This project is twofold. We want to make all of our packaging recyclable, and we want to find a more sustainable alternative to plastic. Our goal is to achieve this without risking the integrity of our skincare formulas.

There’s a lot that goes into changing the packaging of a product. For example, certain materials can react poorly with the product itself, reducing its shelf life or even causing contamination. The material must also protect products from environmental aggressors like heat, light, and oxygen. (Two sustainable options we are currently pursuing are sugarcane and bamboo.)

It’s really important to us to transition ALL of our packaging to more sustainable options, not just packaging for select products. This is going to take more time, but we want to mean it when we call ourselves a sustainable company. In the meantime, we package our products in 100% recyclable paper boxes and use craft paper instead of plastic when sending out orders.

7. My Serum Bottle Doesn’t Have a Tube, Is This Normal?

Yes, this is normal. We use airless pumps that don’t include tubes. With each pump, the piston/shelf rises and pushes the product upward. This creates a vacuum, allowing the product to be dispensed. The vacuum eliminates waste in two ways.

First, the airless environment preserves the product’s efficacy and freshness longer than traditional packaging. Along with heat and light, oxygen is a major enemy of sensitive ingredients. By packaging products in an airless container, we are able to maintain the highest quality and use fewer preservatives. This packaging keeps the product potent until the very last drop. By contrast, dropper bottles and traditional tube pump bottles will easily allow air in every time you open the bottle. This definitely breaks down the formula more quickly. In fact, it may completely lose its efficacy halfway through the bottle.

The second way that the vacuum eliminates waste is by allowing for every last bit of product to be extracted. As you use the product, the shelf/piston will rise up to the very top. Once it gets to the very top, every last drop of the product will have been dispensed.

8. How Long Will My Products Last?

It’s difficult to give an exact answer for this one because everyone uses their products a little differently. With that being said, on average, our products generally last anywhere from two and three months. If you want to make sure you never run out of your skincare products again, you can sign up for auto-replenishment. Simply check the subscription box that appears on each eligible product page, select your frequency, and then proceed to checkout.

9. Can Men Use Your Products?

Yes, men can absolutely use our products. They’re formulated for all skin types and tones—regardless of gender. To learn how to best care for your skin and find out which products are right for you, take the Skin Type Quiz.

10. Can People of Color Use Your Products?

Yes, absolutely! As we said before, our products are formulated for everyone—all skin types and tones included. Many customers with deeper skin tones have found our products to be effective thanks to our extensive line of exfoliating serums. We have one for every skin type, and all of them do an excellent job of fading discoloration and keeping the skin even-toned.

11. How Old Do I Have to Be to Start Using Your Products?

Generally speaking, our products are safe for all ages. However, we typically suggest 12 as the youngest age to start a skincare routine. This is around the time clogged pores can start to appear, and to address them, some may require advanced products.

12. Can I Use Your Products if I’m Breastfeeding?

Most of our products are considered safe to use while breastfeeding. However, there is one exception, and that’s the Advanced Resurfacing Serum. It contains retinol, which should NOT be used if you’re breastfeeding.

Some of our products contain salicylic acid. This ingredient is generally not recommended for use during pregnancy, but it’s generally considered safe for use while breastfeeding. When in doubt, it’s always best to consult your doctor.

13. Will Your Products Cause My Skin to Purge?

Skincare products that contain exfoliating acids, like AHAs and BHAs, may cause your skin to purge. It’s normal to experience some initial breakouts, especially if you have a lot of clogged pores to begin with. Here’s why: exfoliating products remove dead skin cells, making way for blockages inside the pores to come out. Typically, the breakouts that result are minor and should subside within 2-4 weeks. If you’re experiencing a significant amount of blemishes, you may want to cut back a little and introduce exfoliation into your routine more slowly. 

If your skin continues to break out more than normal for over 4-6 weeks, it may be that the exfoliating products aren’t agreeing with you. In that case, know that not all formulas are equal. Try another exfoliating product instead of ruling it out completely. After all, the skin benefits of regular exfoliation are incredible, and you don’t want to miss out on them just because you might need a different formula. 

14. Are Your Products Comedogenic?

This is one of our top customer FAQs. The answer is no, our products aren’t comedogenic. A large percentage of our customer base experiences regular clogged pores and breakouts, so we’re very careful to avoid creating products that could exacerbate them.

That being said, make sure you’re using the right products for your skin type. Using the wrong products (AKA those that are too heavy) can always cause more clogged pores and breakouts. That’s the last thing you want.

15. Why Do You Formulate With Essential Oils?

In order to provide you with a sensory experience, we use a very small percentage of essential oils in some of our products. In small amounts, certain essential oils can provide some skin benefits. Unlike a lot of brands that use essential oils, we use them at a very low percentage so as not to irritate sensitive skin.

16. You Have So Many Products. What’s the Best One to Start With?

Start by taking our Skin Type Quiz. Renée developed her signature 9 Skin Types based on years of hands-on experience working with clients and solving stubborn skin issues. The quiz will identify which one you belong to. It will also provide you with personalized product recommendations to best care for your skin.

We offer three types of kits for each skin type. There are the Basic, Essential, and Complete Kits. The Basic Kit is a great place to start if you’re new to our skincare line. It can also be helpful to book a virtual consultation with our esthetician, Lexi. She will help guide you and answer any questions you have about your skin type and/or skin concerns.

17. Are Your Products Tested on Animals?

Our products are never tested on animals. We love our furry friends!

18. Are Your Products Vegan?

Most of our products are vegan, with a few exceptions (eight exceptions to be exact). You can find a full list in this blog post. You’ll also see vegan alternatives for all our non-vegan products.

There you have it! We hope you found this post helpful. If you have any other questions we didn’t answer here, or you have feedback for us, we’d love to hear from you. Happy skincare shopping!

Renée Rouleau

Celebrity Esthetician & Skincare Expert
As an esthetician trained in cosmetic chemistry, Renée Rouleau has spent 30 years researching skin, educating her audience, and building an award-winning line of products. Her hands-on experience as an esthetician and trusted skin care expert has created a real-world solution — products that are formulated for nine different types of skin so your face will get exactly what it needs to look and feel its best. Trusted by celebrities, editors, bloggers, and skincare obsessives around the globe, her vast real-world knowledge and constant research are why Marie Claire calls her “the most passionate skin practitioner we know.”