Retrouve Skincare FAQ | Frequently Asked Questions

FAQ

BRAND

CAN I USE THESE PRODUCTS IF I AM PREGNANT?

Consult your physician before use if you are pregnant.

CAN I USE THESE PRODUCTS IF I HAVE A MEDICAL CONDITION OR AM UNDER THE CARE OF A DOCTOR?

Consult your physician before use if you have a medical condition or other medical concerns or are in the care of a doctor.

WHO ARE THESE PRODUCTS INTENDED FOR?

Our products are intended for use by adults. Consult your physician before use if you are pregnant or have a medical condition or concern.

ARE THERE ANY SPECIAL INSTRUCTIONS BEFORE USE?

Carefully review all product ingredients and usage instructions. Consult your physician before use if you have a medical condition or concern. Do not use if you have a known allergy to any of the ingredients. Also, read the "READ BEFORE USE" section on Retrouve.com for further instructions, including about performing a patch test as directed before use of any new product.

WHY DID JAMI HEIDEGGER CREATE RETROUVÉ?

Jami has been in the lab since the age of three, when she would “work” alongside her father and grandfather – skincare is that deeply embedded in her DNA! Once she and her husband, Klaus, sold Kiehl’s, Jami continued to create formulations with her chemist, but the products were strictly for her personal use. As such, no compromise was made in the cost, quality, or research behind the ingredients or processes used to develop the formulae. Whereas in the past, Jami had to stay within certain parameters when creating products, now she was free to create as she pleased. Retrouvé is the result of that freedom.

WHAT IS THE SIGNIFICANCE OF NAMING THE BRAND RETROUVÉ?

We believe that it is never too early nor too late in life to take care of one’s skin in earnest in order to try to maintain or to regain the hallmarks of healthy, youthful skin: clarity, radiance, vitality, and firmness. It is always an evolving process as one discovers how to look and feel one’s best at any age.

The dictionary defines the meaning of retrouve as “to find again.” To Jami Heidegger, joy can be found in taking a moment to reconnect and to “find again” the beauty that survives and thrives within us. With Retrouvé, Jami endeavors to encourage an enjoyable and mindful approach to rediscovering the age-old ritual of applying moisturizers and caring for one’s skin.‎

WHAT MAKES RETROUVÉ UNIQUE?

Retrouvé is Jami’s personal skincare vision of using only supremely exclusive and efficacious select anti-ageing ingredients in superior concentrations, set in luxurious textures, that she was unable to find in the marketplace.

The products represent an anthology of over 75 years of collective experience, research and collaboration to harness the power of advanced skincare technologies and high concentrations of anti-ageing ingredients in a unique delivery system.

PRODUCTS

HOW DO RETROUVÉ PRODUCTS WORK?

Retrouvé helps to optimize the skin's natural regenerative process to strengthen, repair, and restore itself through proper hydration and vital nourishment blended in a synergistic manner with science-backed delivery systems at clinically effective doses.

WHAT IS RETROUVÉ’S STAR INGREDIENT?

Unlike many brands, we do not focus on one or two ‘star’ ingredients when creating formulations. Rather, all of our products are infused with clinically-proven anti-ageing ingredients scientifically identified for their preventive, nourishing, and restorative properties. It is the synergistic effects of these high-octane ingredients working in tandem for their combined ability to penetrate deeply into the skin that strengthens their effectiveness and thereby creates the mastery of Retrouvé.

WHO SHOULD USE RETROUVÉ PRODUCTS?

Retrouvé is suitable for any adult who is concerned about the health and well-being of their skin, want to delay the visible signs of ageing, and desire a more radiant complexion. It is for those who wish to replenish moisture levels that may have been diminished due to age, the environment, or hormonal changes within the body. Retrouvé was created to target and address specific needs of the skin.

HOW SHOULD ONE INCORPORATE OUR PRODUCTS INTO THEIR ROUTINE?

Our results-driven, award-winning formulations feature high concentrations of clinically proven ingredients for unprecedented, transformative results. Due to the potent nature of our science-backed formulations, we recommend introducing our products slowly into one’s routine.

Perform a Patch Test

With the introduction of any new product into a skincare regimen, especially for those with sensitive skin or skin that is easily
irritated, we recommend conducting a patch test before use by applying a dime-sized amount of any new product to the inside of the wrist or elbow area. Leave the product on the test area for several hours or overnight to assess: Should irritation occur in that area from that product, rinse thoroughly with cool water and do not continue to use.

Introduce New Products One at a Time

When trying Retrouvé for the first time, we recommend introducing only one new product at a time to start and not to layer different preparations on top of each other. Additionally, it is a good idea to “ease” the skin into the higher concentrations of key ingredients to acclimate it comfortably. To do so, the product can also be applied three times a week at first and then transitioned to every other day to acclimate the skin, working up to daily use when needed or desired.

When you have decided about or feel comfortable with one new product, then another new product can be tried, and so on.

Combining Products from Different Brands

We do not suggest combining Retrouvé with products from other skincare lines, especially when first introducing the products to your routine in order to better assess how your skin responds to our formulations.

WHY DID JAMI CHOOSE TO CREATE A GENDER-FREE PRODUCT?

Jami wanted products that both she and her husband, Klaus, could use and thusly, our products are designed for both men and women. Our preparations are not perfumed, and the packaging was designed to be appealing to all. The differentiating criteria for appropriate product selections are based not on gender, but, rather, on skin type, also taking into account specific concerns and/or preferences, of course.

At this point in time, when gender is so fluid, it seems arbitrary to designate products as specifically and solely for a man or for a woman. Skin is skin! Jami has always advocated products based on skin type as opposed to gender, and she has never believed in using perfumes in facial products or employing separate packaging to appeal to any one group.

ARE RETROUVÉ PRODUCTS FRAGRANCED?

The smell, texture and function of Retrouvé is both scientific and artful. The formulae have been carefully blended to provide a luxurious feeling when applied and serve the purpose of penetrating deeply into the skin to address the needs of the dermis. No fragrances, masking or otherwise, are added to the formulae, and the “parfum” of each product is the natural aroma of the ingredients blended together.

DOES RETROUVÉ TEST ON ANIMALS?

No, we conduct testing in Retrouvé’s cruelty-free labs and on our own skin and that of our family, friends, and co-workers!

DO YOUR FACIAL MOISTURIZES CONTAIN SUNSCREEN?

No, our products do not contain sunscreen. We always recommend using a broad-spectrum 30+ SPF daily during daylight hours. Please see our “Read Before Use” section for further sun care information.

SHOULD A PATCH TEST BE PERFORMED BEFORE USE?

If you are generally sensitive to any applied product, we recommend that you performa patch test at home. An at-home patch test is a valuable uncomplicated procedure that can inform you if your skin is negatively reactive to an applied topical compound. One does this by applying a dime-sized amount of any new product to the inside of the wrist or elbow area. Leave the product on the test area for 12 - 24 hours (overnight). Should irritation occur in that area from that product, rinse thoroughly with cool water and do not continue to use.

CAN I USE YOUR FACIAL MOISTURIZERS WITH RETINOL PRODUCTS?

We do not recommend using our facial moisturizers in conjunction with retinol or retinal-containing cosmetics or prescription- strength Vitamin A products. Please consult a physician or your prescribing doctor for further direction, and please note that our Nutrient Face Serum, Dynamic Nourishing Face Cream, Intensive Replenishing Facial Moisturizer, and Revitalizing Eye Concentrate Skin Hydrator already do contain Retinyl Palmitate, another Vitamin-A derivative that is considered to be a more gentle form of retinol.

CAN I USE YOUR PRODUCT IF I HAVE ROSACEA, ECZEMA, OR OTHER SKIN CONDITION?

We recommend consulting your physician or dermatologist before use.

CAN I USE YOUR PRODUCTS WITH OTHER PRESCRIPTION FACE PRODUCTS/MEDICATIONS?

Consult your doctor before use.

CAN I USE THE SKIN BRILLIANCE PRIMING PADS AND CONDITIONING TONER WITH CHAMOMILE TOGETHER?

We do not advise over-exfoliating the skin, and both the Skin Brilliance Priming Pads and the Conditioning Toner with Chamomile are exfoliators, so we do not recommend that they be used together or on the same day. They should be used on different days. The same applies to the use of any other exfoliant or peeling product.

CAN I USE YOUR PRODUCTS ON OPEN WOUNDS?

Our products should not be used on open, wounded, or “broken” skin.

SUBSCRIPTION

HOW DOES IT WORK?

We're providing you convenience with auto-replenishment so that you are able to receive your must-have skincare products right on time and hassle-free.

First, choose your favorite products that are eligible for auto-delivery and you'll receive a 10% savings each time your product ships. We know it's important to never run out of your must-have products and we want to reward you for your loyalty.

Next, Select your delivery frequency on the product detail pages or in the shopping cart and you're on your way to being s subscription member.

Can I cancel or modify my subscription?

Yes! Now that you have signed up to save you will automatically receive your 10% savings on your subscription. You can cancel or modify the quantity and frequency of your subscription along with shipping, billing, and payment method at any time. Please login to your account to make modifications or reach out to our client services specialists via email at concierge@retrouve.com.

If I forget to cancel my subscription, can I return my products?

Please reach out to our consumer support team and they will help you, reach us by phone to our client services specialists via email at concierge@retrouve.com.

I just received my first shipment, what happens next?

Depending on your frequency of delivery selection, we will process your next shipment on the schedule that you’ve requested. You will receive a pre-shipment email before your next order is processed.