FAQs
INGREDIENTS & PRODUCT INFORMATION
Are the ingredients used in Avène products safe?

Avène ingredients are primarily chosen for safety and tolerance, and then for effectiveness. We particularly focus on safety and tolerability in those with sensitive or reactive skin.

The tests we conduct on our ingredients are scientifically rigorous and are used to ensure the highest level of safety, tolerability and efficacy. Each ingredient is assessed with this philosophy in mind, whether it is natural or synthetic.
Do Avène products have an expire date?

Yes, some Avène products have an expiry date. You will see the expiry date labelled near the batch number. It is usually printed on the bottom of the container, or on the crimp of a tube, and embossed on the bottom of the carton.

Furthermore, some Avène products have an expiry date after are opening. You may see the following picture on pack. This indicates that the product is stable for 12 months after opening after which must be discarded.
Do any Avène products include sun protection?

Yes, Avene has released broad spectrum lotion and emulsion sunscreens with UVA and UVB protection SPF 50+. Our Day Protector BB cream with SPF 30 improves skin tone and complexion appearance with added UVA and UVB protection. You can find these products via the main product page.

Furthermore, some Avène products have an expiry date after are opening. You may see the following picture on pack. This indicates that the product is stable for 12 months after opening after which must be discarded.
Avène Practices
Does Avène use Palm Oil?

At Pierre Fabre Laboratories, we pride ourselves on creating products that are innovative, environmentally friendly with the strictest standards in safety. Eau Thermale Avène is a part of our Dermo Cosmetic Range, which is specifically designed for sensitive skin with a pharmaceutical rigour, that has adopted a quality and safety approach, guaranteeing that products comply with the strictest industry standards too. We design and manufacture our products by applying the most demanding quality references: ISO 9001 (quality management system) and ISO 13485 (quality management system for medical devices). We also apply Good Manufacturing Practices for both medicinal and cosmetic products (ISO 22716) to all our production procedures.

Sustainability is no exception. Throughout the life-cycle of our products, from sourcing raw materials and marketing them to manufacturing and using them, we make sure that our actions are founded on respect for our suppliers and the reduction of our environmental impact. In the process of selecting a component, we have a double requirement: firstly the safety and secondly the efficacy and cosmetic properties to obtain the most suitable texture suitable (touch, penetration, perfume ...).

At Pierre Fabre Laboratories, we use palm oil in some of our products. The percentage included in the final product varies from 0.5 to 1%. The palm oil we use is certified ‘sustainable development’: integrated farming, environment preservation, sustainable management of exploitations, respect of some social rights of the employees. In 2004, following the initiative of WWF, the Roundtable on Sustainable Palm Oil (RSPO) was created, which gathers companies, associations and research centres in the palm oil field (about 500 members). Its aim is to set up a sustainable culture of the palm oil. A logo has been created in order to inform consumers. The palm oil used in our dermo-cosmetic products mainly comes from 2 suppliers, which are members of RSPO and which produce a palm oil with the certification ‘sustainable development’.
Do you test your products on animals?

Avène products and ingredients are not tested on animals. Our parent company is based in Europe, we comply with the European Cosmetics Regulation, CE Regulation 1223/2009, that prohibits the testing of finished products OR their individual ingredients on animals. In addition, we have helped pioneer alternate methods of safety testing in our "skin culture laboratory" where ingredients and finished product is tested on cultured human skin cells in the "test tube", and also on human volunteers under ethical testing programs.
Does Avène content steroid?

Avène products do not contain any steroids or anti-inflammatory drugs.
Are your products not containing any Animal products or by-products in particular the Avène Thermal Spring Water Spray?

Our Avène Thermal Spring Water Spray is suitable for use by our vegan customers. In relation to our other formulated products you will need to make a more specific request. Where possible, we try to avoid the use of animal-based or animal-derived ingredients but there are instances where this is not possible and no plant or synthetic alternative is available. We cannot guarantee that our products do not contain animal-based or animal-derived ingredients. However, when plant or synthetic alternatives do become available, we replace our animal-based/derived ingredients in our formulations.
Is Avène suitable for vegans?

Where possible, we try to avoid the use of animal-based or animal-derived ingredients but there are instances where this is not possible and no plant or synthetic alternative is available. We cannot guarantee that our products do not contain animal-based or animal-derived ingredients. But when plant or synthetic alternatives do become available, we replace our animal-based/derived ingredients.
GENERAL INFORMATION
Can you send me samples?

All of our samples are distributed to our retailers. We do not have any samples for direct distribution to consumers. We recommend that you visit your local Avène stockist to request samples. You can find your nearest Avène stockist using our store locator. http://www.Avène.com.au/points-of-sale.
Steps to getting the most out of your Avène Thermal Spring Water Spray:

  1. Do not shake can before spraying. The spray unit is manufactured differently does not need shaking.
  2. Always keep the spray upright when spraying. A nozzle goes all the way down to the bottom of the can reservoir to take up water from the bottom.
  3. If there is any build-up of dust or other matter on the spray nozzle that prevents spray from coming out, it can be cleaned. Carefully remove the nozzle, rinse/clean in warm water. No solvents or soaps or detergent should be used. Carefully insert nozzle back on the spray valve.
Product Quality Complaint Process:

  1. Please forward the batch number and expiry date (if printed) on the bottom of the spray to us (for each affected product). We prefer pictures of the product where possible. Please identify the specific product including packaging size (e.g. Avène Thermal Spring Water Spray 50mL)
  2. We will reply with a Product Quality Complaint number within 1 business day or sooner, if possible. (Please note: Without this number, we cannot authorise our retailer to issue a replacement – product quality is extremely important to us).
  3. Please return the spray to your place of purchase/retailer for a replacement.
    • Ensure you inform your retailer the unit is faulty and that you have reported it to us already.
    • Provide the retailer them with the Product Quality Complaint number.
    • The retailer can then use the Product Quality Complaint number to get replacement stock.
    • If you have any trouble with a retailer, please contact us and we will assist you.
Where can I purchase your products?

Eau Thermale Avène products are sold throughout Australia.
Use our Store Locator on our webpage (http://www.Avène.com.au/points-of-sale), to find participating retailers within your area. If you don't see any retailers in the search results, please expand the distance you are searching.
Can I get product recommendation request?

Unfortunately, we can’t provide a specific recommendation for each consumer online. Each person’s skin is different, and each person describes their skin differently, and because of this, each person really does need a one on one in-store assessment of their skin by one of our trained associates. They will identify your specific skin type based on training they have received from our Avène trainers. From there, they will ask you questions as to your daily habits and specific needs, and will make very specific recommendations that tailors a skin care regime specifically for your skin taking any skin conditions you have into account. Before each pharmacy is permitted to sell Avène products, they must undergo this training. We have confidence in our associates in these pharmacies, and their ability to give you the best recommendation.

If you want more general information, then our website is a rich information resource on each of our products.
HYDROTHERAPY INFORMATION
Avène Hydrotherapry Centre and how to get there for treatment?

You can find the information from their website www.avenecenter.com 
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