Frequently Asked Questions

Q. Where can I purchase Eucerin & Aquaphor products?

A. Our products are available in drug, food and general-merchandise retail stores, as well as online. To see a list of stores, click here.

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Q. Can I order products directly from your company?

A. We do not sell our products directly to consumers. Eucerin & Aquaphor products are available in drug, food and general-merchandise retail stores, as well as Internet retail channels.

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Q. Are your products tested on animals?

A. No, our company does not test our products on animals. Product safety is important to us and all product clinical and product safety tests are conducted via comparable, high-technology testing methods that do not involve animals.

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Q. Can Eucerin body cremes and lotions also be used on the face?

A. Yes! Eucerin and Aquaphor products are non-comedogenic and non-irritating for sensitive skin, so they can safely be used on the face. However, since these products are designed primarily for use on the hands and body, you may prefer the feel of a moisturizer formulated specifically for facial use, such as Eucerin Replinishing Face Creme

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Q. Can Eucerin products be used on children?

A. Several Eucerin and Aquaphor products have been clinically tested and shown to be safe for children. Eucerin Original Creme and Lotion, and Aquaphor Original Formula have been clinically tested and shown to be safe on infants and children. Eucerin Calming Creme has been clinically tested and shown to be appropriate on children two years of age and older.

If you have any questions about the suitability of any product for your child, please consult your pediatrician.

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Q. Do you sell all of the Eucerin products on your international website here in Canada?

A. No. Just as not all Canadian brands are sold elsewhere in the world, not every Eucerin product is available worldwide. To find out which products are available in Canada, click here.

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Q. What is the shelf life for Eucerin and Aquaphor products? Can I use them after their expiration date has passed?

A. Shelf life varies by product, but most Eucerin and Aquaphor products are safe to use for two years after being produced. Although they will not be harmful after their expiration date has passed, products may begin to deteriorate and active ingredients may become less effective. For this reason, we recommend that you replace any unused product after the expiration date has passed, or if the product doesn't look or feel right.

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Q.  I've heard that alcohol can dry out the skin. Why do Eucerin products contain alcohol if they are supposed to be moisturizing?

A. In chemistry, there is a group of substances with the collective name "alcohols." They have many different properties. Cetyl alcohol and lanolin alcohol are often used as emulsifying agents and actually have a moisturizing—not drying—effect on the skin.

If you have any concerns regarding the suitability of a product for use on you or your child, please consult a dermatologist or pediatrician.

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Q. Can I get the ingredient list for a particular Eucerin product?

A. The ingredients list for each Eucerin product is displayed on its packaging. If you have sensitivity to a particular ingredient, or any other concern, we suggest that you consult your dermatologist.

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Q. My infant has diaper rash. Will Eucerin Calming Creme help?

A. Eucerin Calming Creme is not appropriate for use on diaper rash. Aquaphor Original Formula protects chafed skin associated with diaper rash and helps protect from wetness. It's clinically proven to reduce the symptoms of diaper rash within six hours.

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Q. Can I use Eucerin and Aquaphor products if I'm pregnant?

A. All of our skincare products are tested and formulated to be safe. If you have specific concerns or questions about using any of our products while pregnant, check with your doctor.

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Q. What research do you do to support your advertising claims?

A. We conduct extensive scientific research and laboratory testing, as well as in-home and clinical testing, to make sure our advertising claims are factual. Because of the competitive nature of our business, we do not provide details to individuals about any specific research we conduct.

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Q. I think I may be sensitive to lanolin. I see that several Eucerin products contain lanolin alcohol...should I be concerned ?

A. Lanolin alcohol is a purified derivative of lanolin. It retains the moisturizing properties of lanolin; however, because natural impurities are removed, lanolin alcohol has a much lower potential for irritation than lanolin does. The lanolin alcohol used in Eucerin products must meet extremely strict quality and purity standards. Further, all Eucerin products are clinically proven non-irritating for sensitive skin.

However, if you are concerned about lanolin, we suggest that you consult your dermatologist before using any product you haven't used in the past.

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Q. What's the difference between Aquaphor Original and Aquaphor Healing Ointment?

A. Aquaphor Original is a great treatment to help heal severely dry or damaged skin. Aquaphor Healing Ointment is the same formula, with the inclusion of several additional moisturizing ingredients. These extra moisturizers make Aquaphor Healing Ointment an advanced treatment for extremely dry, cracked or irritated skin.

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Q. Can I use a sunscreen on top of a Eucerin moisturizer?

A. Yes. Apply your Eucerin moisturizer first, and then the sunscreen (or a foundation with sunscreen) over it.

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Q. I see that your products are fragrance-free. What's the difference between fragrance-free and unscented?

A. Fragrances are a leading cause of irritation for sensitive skin. A product labeled "unscented" may contain subtle masking fragrances, which are used to cover up medicinal or unpleasant product odors. "Fragrance-free" means that a product contains absolutely no fragrance. Most dermatologists recommend fragrance-free products.

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Q. When should I use Aquaphor Original Formula instead of Eucerin?

A. As a general rule, use Aquaphor when skin is healing. Aquaphor intensively moisturizes, soothes and protects dry, cracked or irritated skin while it helps heal. Aquaphor will also help prevent chafing and chapping.

Eucerin moisturizers are also very effective, but are more suitable for use under clothing and makeup because they absorb into the skin more quickly than Aquaphor does.

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Q. Can I use Eucerin body moisturizers on my hands?

A. Sure, but we suggest Eucerin Repair Hand Creme. This non-greasy, fast-absorbing formula softens and smoothes rough, dry hands without leaving a sticky afterfeel.

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Q. I see that some of your products contain Urea. What is it, where does it come from and what does it do?

A. Urea is a skin conditioner and humectant (meaning that it draws moisture into the skin). It occurs naturally in the skin, as part of skin's natural moisturizing factor. The Urea in Eucerin products is synthetically produced from inorganic salts and does NOT come from any animals or humans.

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