Help Centre
My Account
You will need to register before you can place an order with Nuxe.
As long as you have a valid email address, you can head over to our sign-up page to keep up to date with the latest news and product launches.
It’s easy to change to your details, whether it’s your payment information, password or address book.
Log-in to your account and you will find a range of categories at the bottom page under ‘Account Settings’.
In order to reset your password, we invite to the log-in page and select 'Forgotten your password?
Add the e-mail address registered and then you will receive a link who will guide you through the reset procedure.
Please note this link will only be valid 30' for security purpose.
To make sure you don’t miss any of our exclusive offers and promotions, you will be automatically added to our VIP list as soon as you register with the Nuxe beauty community. You can unsubscribe from our exclusive emails by removing the tick from the box during registration.
If you have already registered and then change your mind, you can unsubscribe by logging in to your account and selecting the option “Email preferences”.
You can rest assured that shopping with Nuxe is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Ordering
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.
Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.
Our Customer Service team are always on hand to provide support and guidance if required.
See our contact page to get in touch with them.
Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.
All items ordered with Nuxe are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
If you are having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you.
Your account makes it easy to keep track of all your orders.
Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.
We will also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you have placed.
Click on the order you want to view to find out more. If the order has been sent then you will be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, please send a message via contact form.
Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.
If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.
Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked.
Please don’t place a new order until you hear from us.
We are sorry to hear you would like to cancel your order.
If there is anything we might be able to do before you cancel, then please contact our Customer Service team via the contact form to see if they can help.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.
We take pride in our products, so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.
To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we have looked into the fault, we will let you know what we plan to do next by sending you an email.
We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry as we can help. Please send us a message via the contact form.
We will need to know the following information so that we can fix this for you:
1. Order Number
2. Incorrect item received
3. The correct item ordered
4. Pictures of the outside of the parcel and what is in it.
As soon as we have looked into what went wrong ,we will let you know what we plan to do next by sending you an email.
We take pride in our products, so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.
If the parcel was damaged it should be refused or given back to the courier.
If the parcel was all right, please send pictures within 3 days after delivery.
Please do not throw the item away, we need pictures of the damage to ensure we take measures to prevent it happening again in the future.
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
If the item has been sent, then please send a message via the contact form to let our Customer Service team know and they’ll be happy to help.
Payments And Discounts code
We offer a variety of online payment methods to ensure our customers can place orders with ease.
VISA, VISA DEBIT, MASTERCARD, PAYPAL, APPLE PAY, GOOGLE PAY
You can select your preferred payment method at checkout.
As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
If you are seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you have done all that and still the problem is not fixed, then please contact our Customer Service team.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you will need to do this at the checkout stage.
Your
new card details will be saved once your order has been placed. This means that
next time around you can order your favourite Nuxe products with ease. You can
manage your saved payment cards by clicking into ‘Payment Cards’ under Account
Settings in your account.
Once you have found all the items that you want then click the bag icon in the top right of your screen, you will see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your unique discount code into this box and click ‘Add’ to apply the discount
NUXE Discount codes cannot be used in conjunction with NUXE E-Gift Card.
It is not possible to use several NUXE Discount codes for the same order.
If you have any problems entering the code then you can contact our Customer Service team via the contact form.
To receive your invoice, you can send an email to customerservice-uk@nuxe.com entitled “Invoice request” and stating your order number.
Our Customer Service team will then edit your invoice and send it to you within a few days.
This invoice will show the buyer’s contact details as entered when the order was placed. It is not possible to change these contact details.
Delivery
We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the contact form.
Returns and Refunds
Upon receiving your order, you have 14 days to raise your return.
You are responsible for the costs of return. The £3.90 must be paid online in the return portal on the NUXE website in order to generate your return label.
For the return to be accepted, the products must be in perfect condition, in their original case, unopened and unused. All gifts received must be returned too.
Simply follow the steps below to make a return:
1. RAISE YOUR RETURN
Upon receipt of your order, you have 14 days to raise your return in your account.
To arrange your return,
- Access your order history – you can also find it in My Account
- Select the order you’d like to return – your most recent order should appear first
- Scroll down and click the ‘Return’ button
- Select the reason for the return
- Select ‘Start my return’ and follow the prompts
- £3.90 return costs must be paid online in the return portal when you declare your return
If you checked out as a guest, please contact customer services by clicking here.
2. POST YOUR RETURN
Once you have processed your return online, you have a further 14 days to return your item(s) to us.
Prepare your return: Put the products in a package (you can use the original box). Print and stick your return label on the outside of your package.
Post your return, and make sure to ask for a receipt as proof of sending.
Please ensure your items are securely wrapped and your parcel contains all the information requested.For the return to be accepted, the product(s) must be in perfect condition, in their original packaging, unopened and unused. All gifts must be returned.
Process and refund
We will notify you via email when we have processed your return.
All successful returns will be credited to the original payment method. The £3.95 return costs will be deducted from the amount refunded on your order.
Please note refunds may take 3 to 7 working days (Monday to Friday, excluding bank holidays) to show in your account. The refund will appear in your account as ‘THG’.
If the package has been damaged or opened, please do not accept receipt. The order will be returned to us by the carrier. Please inform our Customer Service. Your order will automatically be refunded after we have processed your return.
If the package has been received but you find damaged, faulty or incorrect items, kindly contact us with the following details to be shared:
- if you received a damaged product: the photo of the entire package, the label, the inside and the damaged product.
- if you received an incorrect or incomplete order: the photo of the entire parcel, the label and the photo of the contents of the parcel.
You can contact our Customer Service. Specify the subject of your request: “Returns and Refunds”.
You cannot exchange one product for another. However, upon receipt of your order, you have 14 days to return the items for which you want a refund.
You are responsible for the costs of return. The £3.90 must be paid online in the return portal on the NUXE website in order to generate your return label.
To return a product, please refer to the section above: "Can I return a product if I no longer want it?"
Brand and Products
Laboratoire NUXE does not currently offer a specific range for women who are pregnant.
All our products are tested under dermatological supervision and, to the best of our knowledge, there is no significant risk factor.
Face care products can therefore be used from the 4th month of pregnancy (with the exception of NUXE BIO ORGANIC Glow Rich Moisturising Cream and Detoxifying + Glow Mask)
With regard to body care products, given that we have not conducted any clinical trials under medical supervision on this target population, as a precaution, we do not recommend the use of NUXE products on the body during pregnancy.
Nuxe products are not certified as vegan, but we guarantee the absence of ingredients of animal origin; with the exception of the Rêve de Miel® range which contains beehive products (honey, beeswax, etc.).
NUXE does not test any of its products or raw materials on animals and thus complies with European regulations.
What about China?
Since 2018, a selection of Nuxe products has been distributed in China. Regulations in China differ from those in other countries in which we are present: imported cosmetic products are subject to random testing on animals, which we do not approve of. We strongly wish to see these practices replaced by alternative methods and are seeking to contribute to a change in the position of the Chinese authorities in this respect.
A list of gluten-free products is available from our consumer department.
Laboratoire Nuxe accepts no compromises in relation to your safety. We have over 25 years of experience in the formulation of cosmetic products and apply demanding requirements in relation to anti-microbial protection of formulas while guaranteeing optimum skin tolerance. This is why we have chosen phenoxyethanol as a preservative. This ingredient has been used for over 60 years in cosmetics, food and medical applications. It is also found in its natural state in green tea and chicory. It is therefore tried and tested. Its safety data is frequently re-examined by the scientific experts from the Scientific Committee on Consumer Safety (SCCS) considering the most recent risks and its safety is reconfirmed on each occasion. There is no risk of “overdosing” linked to an accumulation of products containing this molecule. There is currently no health risk associated with using cosmetic products which contain phenoxyethanol as a preservative and comply with European regulations.
We note with regret the current controversies which are contributing to misinformation and repeat our commitment to offering formulas with recognised effectiveness and sensoriality, in complete safety.
Most of our care products do not contain alcohol.
Where alcohol is present, it is always in a low concentration to give the product a refreshing sensation (no drying or irritating effect on the skin).
In this case, it can be identified in the list of ingredients under the terms “ALCOHOL” or “ALCOHOL DENAT”.
At NUXE we have chosen to use linear silicones, in small doses and where these provide a real benefit for the sensory experience of our textures (e.g. to limit an oily, sticky feel, create a silky, velvety texture, etc.). Even in this case, our formulas still contain mainly natural-origin ingredients.
Sodium lauryl sulphate is a natural-origin cleansing agent (surfactant) that is used in cosmetics for its excellent foaming properties.
We may use this, but only in small quantities in certain NUXE hygiene products. In this case, it is always combined with other ultra-gentle cleansing agents.
Palm oil (= "Elaeisguineesis oil" in the list of ingredients) is never used in our products.
On the other hand, we may use very small quantities of palm oil derivatives in certain NUXE products. In this case, wefavour suppliers who are concerned with sustainable development and take part in round tables (RSPO - Round Table on Sustainable Palm Oil) aimed at promoting integrated farming.
Allergens are substances originating from scents (e.g.: benzyl alcohol, limonene, linalool, citral, etc. 26 are listed to date).
As Nuxe products are fragranced, they may contain certain allergens. These are then listed at the end of the composition to make them easier to identify for individuals affected by allergies.
People who have no allergies have no reason to avoid using these substances.
NB: The same system applies in the food sector. This allows someone who is allergic to eggs, for example, to avoid eating them.
However, the rest of the population who are not affected by this allergy can consume egg-based products without fear.
For many years, Nuxe has been aware of the potential impact of certain cosmetic ingredients on the environment.
This is why NUXE has never used plastic micro-beads (polyethylene or polypropylene) in its exfoliating or rinse-off products.
We use natural ingredients such as rice powder, nuts, lychees to exfoliate the skin.
If the person knows the specific molecule that triggers the allergy, we recommend that he or she consults the list of ingredients shown on each product or contacts our consumer department.
Our formulas have undergone numerous tests proving their stability over time. Under these conditions, according to the Cosmetics Regulation, these products are not required to show an expiry date. If you have any doubt, please contact us. We can tell you the production date of your product based on its batch number.
You will find a logo on your product showing an Open Jar with a number followed by the letter M (e.g.: 12M or 6M). This is called the PAO (Period After Opening). It is the recommended period, stated as a number of months, during which the product must be used after opening, assuming normal storage conditions and no exposure to extreme temperatures.
All our foaming/rinse-off products are easily biodegradable.
As with all sun protection products using chemical filters, clothing may be stained if the fabric comes into contact with the skin before the product has been fully absorbed. We therefore advise against getting dressed immediately after applying sun protection and recommend waiting until the product has been completely absorbed (especially in the case of white clothing).
NUXE Sun formulas contribute to respect of marine environments.
They have been tested on the marine eco-system (algae and bacteria representative of marine life). Furthermore, our formulas are also water-resistant, which reduces the dispersion of sunscreens when swimming. The After-Sun Hair and Body Shampoo (rinse-off formula) is easily biodegradable. We recommend that you refer to the usage rules in force in the bathing area.
Contact NUXE Customer Service via the contact form. Keep the product, as you will be asked for it.
You can contact Nuxe Customer Service by email : customerservice-uk@nuxe.com or via the contact form. Please keep the product.
E-Gift Card
The NUXE E-Gift Card can be purchased on the website uk.nuxe.com and must be used in a single transaction, only on the website uk.nuxe.com.
To use the NUXE E-Gift Card, visit the website uk.nuxe.com.
Choose the NUXE products you want to buy and add them to your basket.
Go to your basket once you have made your selection.
In the payment step, enter the unique code on your NUXE E-Gift Card in the field “promotional code”.
The amount of your NUXE e-gift card will then be deducted from your order.
If the amount of your e-card is not sufficient to cover all your purchases, you can pay the difference using a bank card in the payment step.
The card is not divisible. If the total purchase amount is less than the amount on the E-Gift Card, the difference will not be reimbursed or credited to the recipient for later use and will be forfeited.
The recipient must use her or his NUXE E-Gift Card within one year of the purchase date. After expiry, the card can no longer be used or reimbursed.
The E-Gift Card cannot be used in conjunction with other NUXE promotional codes.
It is not possible to use several NUXE E-Gift Cards to pay for the same order.
Loyalty programme
The NUXE Loyalty Programme has ended. You can no longer access your loyalty programme account. Points cannot be redeemed and e-vouchers are no longer accessible.