Premierepeau Opiniões 7

Very beautiful collection and unique collection, got the discovery set first and ended up buying to full-size bottles, remaining of them will be added to my collection soon. Best wishes to them :)

I cannot praise the lovely people at Premiere Peau enough. After a bit of a misunderstanding at first, they have gone above and beyond to rectify things, they seem to genuinely care about their products and customers! And also… the perfumes! I am blown away, there is a scent profile for everyone, not one smells similar to the other, and they are all so unique and fun to smell!

Very nice delivery in 2 days before christmas ! Beautiful packaging as well

I’ve ordered from Premiere Peau twice now. My first order was a discovery set, and it arrived surprisingly fast, with no issues at all. The second order, a full bottle, happened to fall during an extremely busy period for the brand, so the delivery took longer than expected. Once the situation became clear, the team handled everything with sincerity and care. They’re a small brand, and it’s obvious they’re doing their best even when the workload gets overwhelming. The communication felt honest, not scripted, which I really appreciate.

The perfumes themselves are great - rich, distinctive, and some of them genuinely unique. The bottle design deserves its own praise - it's elegant, memorable, and clearly crafted with real attention to detail.

Despite the delay, the quality of the fragrance and the authenticity of the team completely won me over. I’ll definitely be returning for another bottle.

Sono chiaramente sommersi di lavoro… ma fanno davvero di tutto per sistemare ogni cosa. La mia spedizione era stata gestita male da DHL e consegnata all’indirizzo sbagliato, segnata come “delivered” anche se non era arrivata. Per un momento ho pensato che fosse sparita nel nulla. Ero già pronto a rinunciare, ma il team di Première Peau è rimasto incredibilmente presente, anche se si vede chiaramente che stanno lavorando sotto una pressione enorme. Hanno rintracciato loro stessi il pacco, contattato DHL più volte, lo hanno recuperato e mi hanno aggiornato ad ogni singolo passo. Si sono presi a cuore una situazione che non era nemmeno colpa loro, l’hanno gestita con pazienza e gentilezza, e non mi hanno mai fatto sentire un peso. Sembrava davvero di parlare con un amico: sono persone sincere, gentili, che ci tengono davvero e che fanno sempre quel passo in più. Un brand giovane, sì, ma con una dedizione e un cuore che si vedono raramente. Ce la mettono davvero tutta per rimettere le cose a posto. Consigliatissimi. Team fantastico. Super laboriosi.

OH wow are they bad. After 8 days of placing an order I heard nothing so I sent an email and their answer to my email and to my review demonstrates exactly what kind of company I was dealing with. I have purchased many niche fragrances over the years and NEVER have I received such an aggressive response. The other comment in Trust pilot proves my point. My email asking about my order:
Bonjour,

I am looking forward to receiving your discovery set so I can comment about the fragrances in social media. I placed my order 8 days ago and I have not received any additional information since then other than the order is confirmed and that I will be notified when it is sent.
I will await an update the following week before taking any further action.

Merci.

Their response floored me and at first I thought is was a joke but I am so glad they cancelled my order because frankly I dodged a bullet. This is their response:
Hello,

Thank you for your message.

To clarify, your order was placed with Free International Shipping, which is clearly listed on our website and at checkout as an estimated 7–21 business days, with an additional +7 business days during peak seasons (Black Friday, Cyber Monday, 11.11, Christmas).

These time frames concern transit excluding customs, as outlined in our Terms of Sale, 'Section 5.4 – Realistic Delivery Time frames'.

Your order is currently well within this standard delivery window.
Additionally, please note that any escalation wording, deadlines, or “further action” statements fall under the conduct restrictions listed in our Terms & Conditions:

• Section 1.9 – Errors & Cancellations

• Section 3 – Orders (Première Peau may accept or decline any order at its discretion)

• Section 5.17 – Limited Support Conditions

• Sections 5.18–5.19 – Prohibited Conduct

• Section 5.20 – Enforcement Protocol

• Section 5.24 – Absolute Non-Negotiability

In accordance with these binding Terms — accepted at checkout — and in order to avoid any escalation pattern prohibited under Sections 5.17–5.19, we are proceeding with an immediate order cancellation and full refund.

Your refund has now been released to the original payment method and should appear within 3 business days, depending on your bank or card issuer.

You are of course welcome to place a new order at any time in the future, in full respect of our Terms & Conditions.

Best regards,

Première Peau — Paris

As of yet I have not received any notification from paypal about a refund. I watched several youtube videos about this company's products and all I can say is that I am very happy they cancelled my order. A normal company with amicable customer service would have responded to my first email with an apology and explained the delay but know they threw a load of legal jargon out in a far from nice reply.

TL;DR:
The website showed inconsistent pricing for the Discovery Set, and although the brand initially acknowledged it as a technical issue after me sending screenshots without address and with address inputted, they never followed up. When the product arrived, it was missing the voucher that is advertised as part of the set. After asking about the voucher and the earlier pricing problem, I received an unexpectedly hostile message from the CEO, who dismissed my concerns and banned me from future purchases. All of this happened despite me only requesting clear information and the product as advertised.
As everyone can read below here are my concerns and the company keeps not addressing any of them.
update 30/11/25 after second response from PP
1. About the price difference you observed Our internal logs confirm that your connection was routed through a VPN located outside EU. This triggered the pricing rules of another tax region.
At no point did anyone mention a VPN until this public Trustpilot reply.This new explanation does not match your own earlier statements, nor the checkout price I ultimately paid (€65), which contradicts your claim. the claim that I was ‘on a VPN.’ A screenshot does not reveal a user's IP address or network. I was not using a VPN at any point, and even if I had been, the final billing and delivery address determine VAT obligations, not the location of an assumed VPN. This explanation does not seem accurate.
2. About discount codes The system also detected the stacking of promotional codes intended for full-size bottles applied to the discovery set. Normally, this combination is blocked, but we allowed it, to assist you, to facilitate your life, and to honor your order with the lowest valid price.
If your system accepted the code, I trusted that it was valid. It seems unreasonable to expect customers to know more about your discount limitations than your own checkout system. Interesting how this gesture of allowing a code is revealed publicly and never during our emails.
5. About the refund. You claim i fraudulently requested a full refund, again this is incorrect
actual timeline can be read below and i ONLY claimed value of voucher NOT the full order i am willing to settle for 38 euro that was you can have the discount back that was meant for full bottle apparently. Again i would not like a voucher or to buy from you again following this, as stated before i do not feel safe or comfortable, please respect that i am also shaken and disturbed by your accusations lack of accountability

update 30/11/25
To clarify:
I was not using a VPN.
This was never mentioned by your team at any point until this public reply.
Your initial explanations referenced:

peak season surcharges,
fuel indexation,
cross-border fees,
EU Zone B processing,
and VAT harmonisation.
After I pointed out that none of these applied when I actually placed the order, suddenly I was put on the “Do Not Serve” list. It seems that when customers ask reasonable questions or highlight discrepancies, the solution is simply to stop serving them.
I did not use stacked discount codes.
This is also the first time this claim has been made.
In the emails, your CS agent originally said the issue appeared “technical” and needed IT investigation.
Your explanation has now changed three times.

I never requested a refund.
This is easily verified in the email thread.
At no point did I ask for one, imply one, or threaten one — until after the CEO placed me on a “Do Not Serve” list and ended the email with:
“This decision is final, and there will be no further correspondence.”
At that moment, the promised €45 voucher became unusable, because you cannot redeem a voucher at a store that bans you.
So yes, I claimed the value I was owed, since communication was cut off and the voucher was no longer usable. That was the only option left to me.
he conversation did not escalate on my side.
The first escalation came from your CEO, who:
accused me of “temper tantrums”,
insisted my parcel “had not been delivered” (it had),
announced I would be placed on a “Do Not Serve” list,
and stated there would be no further correspondence and the decision was final.
Your current reply inviting a “calm discussion” contradicts the CEO’s written message stating you would not communicate with me further.
I did not use profanity or was aggressive wording, stop trying to drive this narrative, all the screen shots are on redd
The voucher has still not been sent (12 days later) in you public reply you ask if i still need the voucher, yet in you private email to me if was stated : For your voucher: It is sent automatically by email once the order is confirmed delivered. Please check your spam and ‘promotions’ . so not true also. To clarify i do not need the voucher to do not feel safe or comfortable shopping again