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Pellu’s Customer Happiness Team is devoted to your complete satisfaction.

We would love to hear from you!

Please let us know how we can help to make your Pellu experience the best possible.

Call 1-888-828-5365 or Email

Monday to Friday 9am - 8pm EST

Saturday 9am - 6pm EST

Frequently Asked Questions

Pellu standards, ethics and ingredients

Troubleshoot Pellu packaging

When I press the pump on my eye cream or moisturizer, no product comes outspan Does this mean the pump is broken?
Please don’t unscrew or open the pump! It’s not broken. Pellu eye cream and Pellu moisturizers are packaged in airless bottles. Airless bottles are designed to keep the delicate, natural ingredients fresh and free from contamination, from the moment Pellu products are made until the moment you apply them to your skin. If your product doesn’t come out at first, please turn the airless bottle upside down and gently tap the bottom of the bottle with your palm. Turn back upright and prime the pump by pumping it a few times. Once the platform inside moves up far enough to push out the cream, it will dispense. Please refer to the Pellu Packaging tab on our website which gives you a detailed explanation and guide to our product packaging. Please call Pellu Customer Happiness Team on 1-888-828-5365 if the problem persists.

Can I vary the amount of product dispensed?
Yes. If you find that your airless pump dispenses too much cream for your skin to absorb easily, simply push the pump halfway down to dispense less cream. A little goes a long way. With the tubes, you can control how much product comes out by how hard you squeeze the tube.

Why isn’t the toner bottle squeezable?
Pellu toner bottles are designed for you to “shake, tip and tap". The toner’s natural plant and mineral ingredients tend to settle at the bottom, so tipping the bottle over to dispense onto a cotton pad ensures that all the ingredients are thoroughly mixed together. We want the optimal goodness of the toner on your skin, each and every time.

When I squeeze my tube of cleanser, no product comes out.
Please unscrew the cap and remove the protective foil from the tube opening. The foil shows that it has not been tampered with and it is designed to keep your product fresh. Once you’ve removed the foil seal, re-screw the cap and enjoy the fresh, sensual experience of your cleanser.

Can I recycle Pellu packaging?
Pellu bottles are recyclable. The tubes are not recyclable, because the 5 layers cannot be separated for easy recycling at the waste center. Pellu 5 layer tubes protect delicate plant ingredients from light and air. Please refer to the Pellu Packaging tab on our website, which describes the recycle numbers and materials of all product packaging.

My product seems to be damaged. What should I do?
We have very high standards and we are sorry to hear that your Pellu package isn’t in perfect condition. Please call Pellu Customer Happiness Team on 1-888-828-5365 to explain what’s happened and we’ll get new products shipped to you straight away.

Pellu products and daily ritual

How often should I use the products and in what order?
For optimal results we recommend using the products twice a day, once in the morning and once in the evening:

Step 1, PURIFY. Start with your Pellu cleanser to gently remove impurities from your skin. If you have a Pellu cleansing & exfoliating sponge, put the cleanser directly onto the sponge and combine your cleansing with gentle exfoliation.

Step 2, BALANCE. Pellu toner completes the cleansing process and restores vital balance to your skin. Unlike many other brands, Pellu’s toner matches the natural acidity of women’s skin.

Step 3, GLOW. Complete your Pellu ritual with moisturizer and eye cream for healthy radiance. Your skin will glow.

Please refer to the Pellu Tutorial coming soon, for a step-by-step guide to achieving the best results from our products.

How much product should I use each time?
It depends on your skin – everyone’s skin is different – but with Pellu products a little goes a long way.

CLEANSER: start with a pea size amount for your face. Add more for your neck and décolletage. Gently massage the cleanser into your skin to remove dirt from your pores and to stimulate blood circulation. Rinse with plenty of water. If you find that a lot of makeup still comes off in the toner stage, increase the amount of cleanser or simply add the konjac sponge to your daily ritual.

TONER: use enough that your face, neck and décolletage feel fresh and alive.

MOISTURIZER: start with a pea size amount for your face. Add more for your neck and décolletage. If you find that the cream does not soak into your skin or feels greasy, reduce the amount and make sure you apply your moisturizer straight after the toner, while your skin is still damp.

EYE CREAM: start with a tiny lentil size amount and dot around the eye area (avoiding your eyes). Gently pat into the skin. As with the moisturizer, if you find that the eye cream does not soak into your skin or feels greasy, reduce the amount. A little goes a long way!

When will I start to notice a difference in my skin?
Everyone’s skin is different. Some people see and feel results within days, while others may not notice results until a few weeks of consistent Pellu use. Customers with skin problems, such as excessive oiliness or dry flaky patches, tend to see results more quickly than customers who already have good skin. Many different factors affect skin, ranging from prior sun damage and lifestyle choices (like alcohol and cigarettes) to hormonal fluctuations and the natural process of ageing. The health of your skin should continue to improve by following the regimen on an ongoing basis. Please contact Pellu Customer Happiness Team with any questions.

Can I remove my makeup with Pellu cleanser and toner?
Pellu cleansers and toner are not intended to remove eye makeup. Always use a specialist eye makeup remover that is ophthalmologist approved. Also, if you use a particularly heavy foundation, we recommend you use a specialist makeup remover and immediately wash off the remover with water to reduce its contact time on your skin. You can then use your Pellu cleanser to wash your face. Over time as your skin improves with Pellu, you may find yourself using less foundation or foundation with a lighter weight.

Why doesn’t Pellu have separate creams for day and night?
It is perfectly fine to use Pellu’s softening, gentle and ultra-rich moisturizers for both day and night. For those of you who prefer a treatment cream at night, we are in the process of developing a luxurious night cream containing rose stem cells and brightening licorice root extract. We promise it will be nourishing, effective, and packed with the high quality botanical ingredients you have come to expect from Pellu.

Is it OK to go out in the sun?
Sun damage is the biggest cause of aging skin. It even has its own scientific term – photoaging. Sun damage is linked with wrinkles, brown pigmentation spots, and cancer. Pellu products are packed with antioxidants, which can reduce free radical damage caused by sun. However, Pellu products do not contain sunscreen and many contain a small amount of Vitamin A (retinal palmitate). Therefore, we recommend that you take care in the sun. Use your usual SPF sunscreen after applying Pellu so that the sunscreen is on top. Always be “sun smart” – cover up, stay out of the sun during high UV periods of the day, and wear hats and sunglasses to protect your face and eye area.

How long will my cleansing & exfoliating sponge last?
Pellu sponges are made from the root of the konjac plant. They are a natural, organic product and will degrade over time. If looked after, they can last for up to 3 months. To ensure your sponge has a prolonged and healthy life, please thoroughly rinse it in clean water, squeeze out excess water, and hang it by the string in a well-ventilated area after each use. Once your sponge starts to fall apart, or if you start to notice brown or black spots, please discard and order a new sponge for fresh konjac happiness.

I am getting through some products faster than others. What should I do?
Everyone’s skin has different needs. You may find that you are getting through some products faster than others in your Pellu skincare ritual. Simply email or call Pellu Customer Happiness Team on 1-888-828-5365 to replenish what you need now and adjust your next order.

Allergies, skin conditions, pregnancy/nursing

Are Pellu products suitable for my sensitive skin and allergies?
Pellu ingredients are gentle and soothing, and many customers with sensitive skin find that it helps them. However, the answer to this question depends on your allergy. Please check the list of ingredients before ordering. If you tend to react to fragrances, we recommend you start by trying Pellu Eye Cream, which is unfragranced. As with any new skincare product, please test a small amount on the underside of your forearm and/or under your jawline, wait 24 hours, and only use the product if there is no reaction.

I am allergic to nuts (peanuts and/or tree nuts) – is Pellu safe for me?
Pellu Cleansing & Exfoliating Sponge is safe for you – it is made from the powdered root of the konjac plant. We do NOT recommend other Pellu products for anyone with a nut allergy. Pellu does not use peanuts as an ingredient, but Pellu Cream Cleanser contains almond oil and most Pellu products contain coconut-derived ingredients. If you have a known allergy to nuts or any other ingredient, please ALWAYS check the ingredient list before buying skincare products.

Help! I’ve had an allergic reaction. What should I do?
It is very unlikely that you will react to Pellu products, but if you suffer any kind of allergic reaction immediately wash the affected area in plenty of cold water and do not use the product again. Signs of an allergic skin reaction can include a burning sensation, redness, swelling, heat, rash, bumpiness, or itchiness. If symptoms persist please see your health practitioner. Please call Pellu Customer Happiness Team on 1-888-828-5365 to report the event and for a full refund.

Can I use Pellu products if I have eczema, dermatitis, psoriasis, rosacea or other skin conditions?
We don’t recommend Pellu products for you at the moment. The current range of Pellu products is not formulated for skin conditions such as eczema, dermatitis, psoriasis or rosacea. Please let us know if you suffer from these conditions and tell us what you’d like to see in future from Pellu. We’d love to hear from you.

Are Pellu products safe for use during pregnancy or nursing?
Pellu products are formulated for your wellbeing and safety, but they are not intended for babies. Some Pellu products contain vitamin A (as retinal palmitate) for its anti-aging qualities. However, vitamin A is not recommended during pregnancy. Please consult your medical practitioner before starting any new routine while you are pregnant or nursing.

Testimonials, reviews, social media, newsletter

I’d like to submit a testimonial. How do I do this?
We’d love you to write a testimonial for our website! Please email your testimonial, along with your name, city location, and a photo to The photo doesn’t have to be of you without makeup – just choose the sort of photo you would be happy to use for Facebook and that will be fine. If you are comfortable sharing your age, that can be very reassuring and useful for other women to read, but it’s completely up to you. Thank you for supporting Pellu.

Where can I post photos, talk to other Pellu fans, and share my experience?
We would love for you to share your experience with others in the Pellu community. Just click on the social media icons on our website at any time.

Does Pellu have a newsletter?
We do not have a newsletter, but you may sign up for information on new products, helpful skincare tips, and promotions by entering your email address in the Stay Connected section at the bottom of the page.


Where do you ship?
We ship to the contiguous United States, AK, HI, and Canada.

How much does shipping and handling (S&H) cost?
S&H costs are provided in the tables below. Pellu® Natural Beauty System™ subscriptions have specific S&H costs. For all other products, please note that to calculate S&H we look at the full value of your order prior to any discounts. Currency is USD.

Pellu® Natural Beauty System™
S&H USA S&H Canada
1 Month Supply $9.99 $19.99
3 Month Supply FREE $10.00

All other products
(Based on bag total before discounts)
S&H USA S&H Canada
< $55 $6.99 $16.99
$55 - $100 $9.99 $19.99
$100 - $125 $12.99 $22.99
> $125 FREE $22.99

When will my order arrive?
US Orders take an average of 3-5 business days to arrive. Canada orders take an average of 7 business days. Once your order ships, you will receive an email with tracking information to confirm actual delivery date.

Can I pause or cancel my subscription?
Yes, absolutely. With one simple call or email to our Customer Happiness Team, you can place your order on hold for a short while (for example while you are away on vacation), or cancel your subscription.


How do I return my products?
To arrange a return or obtain a refund, please contact our Pellu Customer Happiness Team at 1-888-828-5365. They will provide you with shipping instructions to return any unused product.

Billing, account, subscription

My card was declined
Please check that the information you filled out for address, zip code and security code is correct. Make sure that the details you provided match what your credit card company has on file. (A mismatch is the most likely reason for a card decline.) For help, please call Pellu Customer Happiness Team on 1-888-828-5365. You can also place your order with us over the phone.

How do I update my billing or credit card information?
If you have ordered with us before and want to update your payment information, please call or email Pellu Customer Happiness Team on 1-888-828-5365.

Can I change my regular order?
Yes, Pellu subscriptions are very flexible. With one simple call or email to our Customer Happiness Team, you can change the quantity you receive (the supply), change what products are shipped (for as long as you like), have your order shipped to a hotel where you are staying, change your delivery address if you are moving, and much more!

Can I pause or cancel my subscription?
Yes, absolutely. With one simple call or email to our Customer Happiness Team, you can place your order on hold for a short while (for example while you are away on vacation), or cancel your subscription.

I don’t want to buy a subscription. Can I place a one-time order?
Yes, simply click the radio button for “One Time Purchase” each time you add a product to your bag.

Money Back Guarantee

What if I am not satisfied with the product?
We are certain you will love your Pellu products, but for your peace of mind, Pellu has a full 60 days 100% Money Back Guarantee. To return your product and obtain a full refund, please contact our Pellu Customer Happiness Team at 1-888-828-5365. For more details on returning product, please refer to the Returns section in the FAQs.

Privacy and information security

How do you protect my information?
We take reasonable steps to protect the security of all personal information. In accordance with the company’s Privacy Policy. In addition, we are secured with Secure Socket Layers (SSL), which is the industry standard for encryption, to protect your information during transmission.

How do you protect my privacy?
Please read our detailed Privacy Policy by clicking on the link at the bottom of the page.

Wholesale and affiliates

How do I become an Affiliate for Pellu?
If your business is in the USA, you can apply to become an authorized affiliate by emailing

How do I become a Wholesaler for Pellu?
We are developing our Wholesale program. Please email to register your interest in becoming an authorized Pellu dealer.