Policies & Terms

1. Information We Collect

Personal Data You Provide

When you interact with Frosted Peak Drift, we may collect the following personal information that you directly provide:

• Account information: Name, email address, password (encrypted), date of birth (optional)
• Order information: Billing address, shipping address, payment method details (processed securely via Stripe — we do not store full card numbers)
• Communication data: Messages you send us via our contact form, email, or live chat
• Consultation data: Skin type, concerns, and information shared during virtual consultations
• Review content: Reviews, ratings, and comments you submit
• Newsletter subscription: Email address and communication preferences

Data Collected Automatically

When you visit our website, we automatically collect certain technical information:

• Usage data: Pages visited, time spent, links clicked, referral sources
• Device information: Browser type, operating system, screen resolution, IP address
• Location data: General geographic location derived from IP address (country/region level only)
• Cookie data: See our Cookies Policy section below

2. How We Use Your Information

We use your personal data for the following purposes, each based on a lawful legal basis under GDPR:

• Order fulfilment (contract performance): Processing purchases, dispatching orders, sending tracking information, handling returns and refunds
• Customer support (legitimate interest): Responding to enquiries, resolving disputes, providing consultation services
• Account management (contract performance): Maintaining your account, managing your Lumière Rewards points and history
• Marketing communications (consent): Sending newsletters, promotional offers, and product recommendations — only if you have opted in. You may unsubscribe at any time.
• Website improvement (legitimate interest): Analysing usage patterns to improve navigation, product pages, and overall experience
• Legal compliance (legal obligation): Meeting our obligations under French, EU, and applicable international law
• Fraud prevention (legitimate interest): Detecting and preventing fraudulent orders and identity misuse

We will never use your data for automated decision-making or profiling that produces legal or similarly significant effects without your explicit consent.

3. Information Sharing & Disclosure

We never sell, rent, or trade your personal data to third parties for their marketing purposes. Full stop.

We share data only with carefully selected service providers who assist in operating our business, under strict data processing agreements:

• Payment processors: Stripe Inc. (PCI-DSS Level 1 compliant) for secure payment processing
• Logistics partners: DHL, FedEx — order fulfilment and shipping data only
• Email platform: Klaviyo — newsletter and transactional email delivery
• Analytics: Google Analytics (anonymised data, see Cookies section)
• Customer support: Zendesk — support ticket management
• Cloud infrastructure: AWS (EU-West region) — secure data hosting

We may disclose information if required by law, legal process, or to protect the rights and safety of FrostedPeakDrift, our customers, or the public.

4. Cookies Policy

Our website uses cookies — small text files stored on your device — to enhance your experience. Cookies fall into the following categories:

Essential Cookies

Required for the website to function. These cannot be disabled and do not require your consent. They include session management, cart persistence, and security tokens.

Analytics Cookies

We use Google Analytics (with IP anonymisation enabled) to understand how visitors use our site. Data is aggregated and anonymised. You may opt out by declining analytics cookies in our cookie banner, or by installing the Google Analytics Opt-out Browser Add-on.

Marketing Cookies

With your consent, we use marketing cookies from Meta (Facebook/Instagram) and Pinterest to deliver relevant advertising and measure the effectiveness of our campaigns. You may withdraw consent at any time via our Cookie Preferences centre.

Preference Cookies

These remember your choices (language, currency, notification preferences) to personalise your experience. Disabling these may affect site functionality.

You may manage your cookie preferences at any time through the Cookie Preferences link in our footer.

5. Your Rights

Under the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), you have the following rights regarding your personal data:

• Right of Access: Request a copy of all personal data we hold about you
• Right to Rectification: Request correction of inaccurate or incomplete data
• Right to Erasure ("Right to be Forgotten"): Request deletion of your personal data, subject to legal retention requirements
• Right to Data Portability: Receive your data in a structured, machine-readable format
• Right to Restrict Processing: Request that we limit how we use your data in certain circumstances
• Right to Object: Object to processing based on legitimate interests or for direct marketing purposes
• Right to Withdraw Consent: Withdraw marketing consent at any time without affecting prior lawful processing
• CCPA Rights: California residents have the right to know, delete, and opt out of the sale of personal information (we do not sell personal information)

To exercise any of these rights, contact us at info@frostedpeakdrift.com with the subject line "Data Rights Request". We will respond within 30 days. You also have the right to lodge a complaint with your national supervisory authority (in France: the CNIL).

6. Data Retention

We retain your personal data only for as long as necessary for the purpose it was collected:

• Account data: Retained while your account is active plus 3 years after last login
• Order data: Retained for 10 years to comply with French commercial and tax law
• Communication records: Retained for 3 years from the date of last contact
• Marketing data: Retained until you unsubscribe or withdraw consent
• Analytics data: Aggregated, anonymised — retained indefinitely

When retention periods expire, data is securely and irreversibly deleted or anonymised.

7. Security Measures

We implement industry-standard and beyond-standard security practices to protect your personal data:

• Encryption: All data transmitted via TLS 1.3 encryption (HTTPS). Data at rest encrypted using AES-256.
• Access controls: Strict role-based access; staff access to personal data is minimised and logged
• Payment security: We are PCI-DSS compliant. Card data is processed by Stripe and never touches our servers
• Regular audits: Annual third-party security audits and continuous monitoring
• Data breach protocol: In the event of a breach affecting your rights, we will notify you and relevant authorities within 72 hours as required by GDPR

While we maintain high security standards, no system is completely impenetrable. We encourage you to use a strong, unique password for your FrostedPeakDrift account.

8. Children's Privacy

Frosted Peak Drift's products and website are intended for adults aged 18 and over. We do not knowingly collect personal data from individuals under 13 years of age. If we become aware that a child under 13 has provided us with personal data, we will promptly delete it. If you are a parent or guardian and believe your child has submitted information to us, please contact us immediately at info@frostedpeakdrift.com.

9. Contact Our Data Protection Team

For all privacy-related enquiries, data rights requests, or to contact our Data Protection Officer:

• Email: info@frostedpeakdrift.com (subject: Privacy)
• Post: Frosted Peak Drift SAS, Data Protection, 22 Rue Saint-Honoré, 75001 Paris, France

We are committed to resolving privacy concerns promptly and transparently. If you remain dissatisfied after our response, you may contact the CNIL (Commission Nationale de l'Informatique et des Libertés) at www.cnil.fr.

1. 30-Day Satisfaction Guarantee

Frosted Peak Drift offers a 30-day satisfaction guarantee on all purchases. If you are not completely satisfied with your purchase for any reason, you may return eligible products within 30 calendar days of the delivery date for a full refund or exchange. The 30-day period begins on the day your order is delivered, as confirmed by the carrier tracking record.

2. Eligibility Conditions

To be eligible for a return and refund, products must meet the following conditions:

• Unopened and unused: Product must be in its original, factory-sealed condition
• Original packaging: Returned in the original box, outer packaging, and with all included accessories and samples
• Within 30 days: Return request initiated within 30 days of delivery
• Proof of purchase: Order confirmation email or order number required

Products that have been clearly damaged through misuse, improper storage, or deliberate damage are not eligible for return.

3. Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged or defective:

• Final sale items: Products marked "Final Sale" or sold during certain promotional events
• Gift cards: Digital and physical gift cards are non-refundable and non-exchangeable
• Personalised items: Products with personalised engraving or custom formulation
• Heavily used products: Products returned with less than 50% of the original content remaining (unless returning due to a verified adverse reaction)
• International orders past 30 days: International returns initiated after 30 days from delivery

4. Opened Product Policy

We recognise that evaluating skincare requires actual use. Our opened product policy reflects this reality:

Adverse Skin Reaction

If you experience an adverse skin reaction — redness, irritation, breakout, or other sensitivity — please stop use immediately and photograph the reaction. Contact us within 14 days of first use. We will arrange a full refund or exchange, and our skin specialists will assist you in finding a more suitable alternative.

Satisfaction Trial

If after a genuine 2-week trial you are dissatisfied with the product's performance, contact us with feedback. We will assess each case individually. Our priority is your satisfaction, and we are committed to resolving concerns fairly and generously.

Opened products returned under this policy require a brief written explanation of your experience to help us improve.

5. Return Process

Initiating a return is simple. Please follow these steps:

1. Email info@frostedpeakdrift.com with your order number and reason for return
2. Our customer care team will respond within 24 business hours with confirmation and a prepaid return label (for US and EU returns)
3. Carefully repack the product in its original packaging. Place the return label on the outer parcel.
4. Drop the parcel at any authorised DHL or FedEx location. Keep the receipt as proof of postage.
5. We will notify you by email when your return is received and processed

We cover return shipping costs for all eligible returns from the United States and European Union. International returns outside these regions are the responsibility of the customer, though we recommend using a tracked service.

6. Refund Timeline

Once your returned item is received at our Paris fulfilment centre and inspected (typically within 2–3 business days of receipt), your refund will be processed:

• Refund processing: Initiated within 5–7 business days of inspection
• Bank processing time: Allow an additional 2–5 business days for funds to appear, depending on your bank or card issuer
• Original payment method: Refunds are always issued to the original payment method. We cannot refund to a different card or account.
• Currency: Refunds are issued in the original purchase currency
• Confirmation: You will receive an email confirmation when your refund is processed

If you do not receive your refund within 14 days of our confirmation email, please contact your bank or contact us for assistance.

7. Exchange Policy

We are delighted to offer exchanges for any item of equal or greater value within 30 days of purchase:

• Equal value exchange: No additional payment required. Simply return the original item and specify your replacement choice.
• Higher value exchange: Pay only the price difference. We will invoice the balance separately.
• Availability: Exchanges are subject to product availability. If your desired exchange item is out of stock, we will offer a full refund or store credit.
• Gifted items: Exchanges on gifts are available with gift receipt or order number.

To initiate an exchange, follow the same process as a return. Simply indicate "exchange" and specify the replacement product in your initial email.

8. International Returns

For customers outside the United States and European Union:

• Returns are accepted within 30 days of delivery
• Return shipping costs are the responsibility of the customer
• We strongly recommend using a tracked and insured service — FrostedPeakDrift cannot be responsible for returns lost in transit
• Customs duties or import taxes paid on the original order are non-refundable by FrostedPeakDrift
• Please mark the return parcel clearly as "Returned Goods — No Commercial Value" to avoid additional customs charges

International exchange shipping is complimentary on orders over $300. For orders below this threshold, a flat shipping fee of $25 applies for the replacement dispatch.

1. Order Processing Time

All orders are processed and prepared for dispatch within 1–2 business days of confirmed payment. Orders placed on weekends or French public holidays are processed on the next available business day.

During high-volume periods (holiday season, new launches, promotional events), processing may extend to 2–3 business days. We will communicate any significant delays via email.

Once dispatched, you will receive a shipping confirmation email with your tracking number. Please allow up to 24 hours for tracking information to become active in the carrier's system.

2. Shipping Methods & Rates

We offer a range of shipping options to suit your needs. All rates are calculated at checkout based on your delivery destination and order value:

Method	Destination	Estimated Time	Cost
Standard	United States	5–7 business days	FREE over $150 $8.95 below $150
Express	United States	2–3 business days	$18.00
Overnight	United States only	Next business day	$35.00
Standard	European Union & UK	7–10 business days	FREE over €200 €12.00 below €200
Express	European Union & UK	3–5 business days	€22.00
International Standard	Rest of World (45+ countries)	10–14 business days	$25.00
International Express	Select countries	5–8 business days	$45.00

Delivery times are estimates and begin from the date of dispatch, not the date of order. FrostedPeakDrift cannot be held responsible for delays caused by carrier disruptions, adverse weather events, or customs processing.

All shipments include standard tracking. Express and Overnight orders include signature-on-delivery service.

3. Customs, Duties & Import Taxes

Orders dispatched to destinations outside France may be subject to customs duties, import taxes, and handling fees levied by the destination country's customs authority. These charges are the sole responsibility of the customer and are not included in the product price or shipping fee paid to FrostedPeakDrift.

We recommend contacting your local customs office for an estimate of applicable fees prior to ordering. FrostedPeakDrift will always declare the correct value of the goods on the customs documentation and cannot declare a lower value upon request.

If a parcel is refused by customs and returned to us, we will refund the product cost but not the original shipping fee. A return shipping deduction may apply for international parcels.

United Kingdom: Following Brexit, UK orders may be subject to import VAT and a customs handling fee. Our prices displayed in GBP do not include potential UK import duties for orders over £135.

4. Lost or Damaged Packages

Lost Packages

If your tracking shows no movement for more than 7 business days (US/EU) or 14 business days (International), please contact us at info@frostedpeakdrift.com. We will open an investigation with the carrier immediately. If the parcel is confirmed lost, we will dispatch a replacement order at no additional cost.

Damaged in Transit

If your order arrives visibly damaged, please:

1. Photograph the outer packaging and the damaged product(s) before opening further
2. Contact us within 48 hours of delivery with photographs attached
3. We will arrange a replacement or full refund promptly — no need to return damaged items

Incorrect Items

In the rare event you receive incorrect items, contact us within 7 days of delivery. We will dispatch the correct items with priority shipping and arrange collection of the incorrectly sent products at no inconvenience to you.

5. Holiday Shipping Notice

During peak periods — particularly the November–December holiday season and around major French public holidays — we recommend placing orders well in advance to ensure timely delivery:

• Christmas delivery: Order by December 15 for Standard delivery; December 20 for Express; December 22 for Overnight (US only)
• Valentine's Day: Order by February 10 for Standard delivery
• French public holidays: No dispatch on 1 January, 1 May, 14 July, 1 November, 11 November, 25 December

We will post updated cut-off dates on our homepage and social media channels as the holiday season approaches. Sign up for our newsletter to receive timely reminders.

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your use of the Frosted Peak Drift website (velouraskin.com) and the purchase of products from Frosted Peak Drift SAS, a company registered in France with its principal place of business at 22 Rue Saint-Honoré, 75001 Paris, France ("FrostedPeakDrift", "we", "us", "our").

By accessing our website, creating an account, or placing an order, you confirm that you are at least 18 years of age and that you agree to be bound by these Terms in their entirety. If you do not agree with any provision of these Terms, please do not use our website or services.

These Terms should be read in conjunction with our Privacy Policy, Returns Policy, and Shipping Policy, all of which form part of our complete agreement with you.

2. Use of Website

Permitted Use

You may use our website for lawful purposes only, including browsing products, placing orders, managing your account, and accessing information. You agree to use the website in good faith and in accordance with applicable laws.

Prohibited Activities

You must not use our website to:

• Engage in fraudulent activity, including submitting false orders, false reviews, or impersonating another person
• Attempt to gain unauthorised access to any part of our systems, databases, or servers
• Use automated scraping tools, bots, or data harvesting scripts without our express written consent
• Upload or transmit malicious software, viruses, or harmful code
• Violate any applicable local, national, or international law or regulation
• Reproduce, distribute, or exploit any content from our website without authorisation
• Conduct bulk or commercial purchasing for resale purposes without an approved wholesale agreement

FrostedPeakDrift reserves the right to suspend or terminate access for any user found engaging in prohibited activities, and to pursue legal remedies where appropriate.

3. Account Registration

To access certain features including order history, loyalty rewards, and saved addresses, you may create a FrostedPeakDrift account. By creating an account, you agree to:

• Provide accurate, current, and complete information during registration
• Maintain the security of your password and not share account access
• Notify us immediately of any suspected unauthorised use of your account
• Accept responsibility for all activity that occurs under your account credentials

You may close your account at any time by contacting us at info@frostedpeakdrift.com. Account closure does not affect any orders placed prior to closure or any outstanding obligations.

4. Product Descriptions & Pricing

Accuracy

We strive to ensure that all product descriptions, images, and ingredient lists on our website are accurate and up-to-date. However, slight variations in product presentation, packaging, or formula may occur. We reserve the right to update product information without prior notice.

Product images are for illustrative purposes. Shades and textures may appear differently across different screens and devices. If you have questions about a specific product, please contact our team before purchase.

Pricing

All prices are displayed in USD (United States Dollars) unless otherwise indicated, and are exclusive of any applicable taxes and import duties (see Shipping Policy). Prices are subject to change at any time without prior notice. The price charged will be the price displayed at the time of your order confirmation.

In the event of a pricing error, we reserve the right to cancel any affected orders before dispatch. We will notify affected customers and offer a re-order at the correct price or a full refund.

Availability

All products are subject to availability. We cannot guarantee stock levels. If a product becomes unavailable after your order is confirmed, we will notify you promptly and offer an exchange or full refund.

5. Intellectual Property

All content on the FrostedPeakDrift website — including text, product descriptions, photographs, graphics, logos, icons, brand names, formulas, the "FrostedPeakDrift" and "Skin Atelier" names and trademarks, and the overall design and compilation of the website — is the exclusive intellectual property of Frosted Peak Drift SAS and is protected by French and international copyright, trademark, and intellectual property laws.

You may not reproduce, redistribute, republish, download, display, post, or transmit any content from our website in any form or by any means without our prior written permission, except for personal, non-commercial use.

Our product formulas are proprietary trade secrets and are protected accordingly. Any unauthorised attempt to reverse-engineer, duplicate, or misappropriate our formulas may result in legal action.

6. Limitation of Liability

To the fullest extent permitted by applicable law, Frosted Peak Drift and its directors, employees, agents, and suppliers shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages arising from your use of our products or website
• Loss of profits, data, business opportunities, or goodwill
• Skincare results, which depend on individual skin type, health, lifestyle, and consistent application
• Third-party website content linked from our site
• Events outside our reasonable control, including force majeure events

Our total liability to you in connection with any claim shall not exceed the amount paid by you for the product(s) giving rise to the claim in the 12 months preceding the claim.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

7. Governing Law & Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and construed in accordance with the laws of France, without regard to conflict of law principles.

The courts of Paris, France shall have exclusive jurisdiction to settle any dispute or claim arising from these Terms, subject to any mandatory provisions of consumer protection law applicable in your country of residence that may afford you additional protections.

EU consumers: In addition to the above, EU consumer protection legislation affords you certain rights that cannot be overridden by contract. Nothing in these Terms affects your statutory rights as a consumer.

8. Dispute Resolution

We strongly prefer to resolve any disputes amicably and directly. Before initiating any legal proceedings, we ask that you:

1. Contact our customer care team at info@frostedpeakdrift.com with a full description of your concern
2. Allow us 14 business days to investigate and propose a resolution
3. If unsatisfied with our response, engage in a good-faith mediation process with a neutral third-party mediator agreed upon by both parties

EU Online Dispute Resolution: EU consumers may also use the European Commission's Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.

9. Changes to Terms

FrostedPeakDrift reserves the right to modify, update, or replace these Terms and Conditions at any time. When we make material changes, we will:

• Update the "Last updated" date at the top of this page
• Send a notification email to registered account holders
• Display a notice on our website homepage for 30 days following the change

Your continued use of our website or placement of orders after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, please discontinue use of our website and contact us to close your account.

10. Contact Information

For all enquiries relating to these Terms and Conditions, please contact us:

• Legal enquiries: info@frostedpeakdrift.com (subject: Legal)
• Registered address: Frosted Peak Drift SAS, 22 Rue Saint-Honoré, 75001 Paris, France
• Company registration: RCS Paris — SIRET 123 456 789 00012
• VAT number: FR 12 345678901
• Telephone: +81 6-6787-3587 (Mon–Fri, 9:00–18:00 CET)