After TikTok users flagged an issue with Avène’s Cicalfate+ Restorative Protective Cream separating in cold temperatures, the brand responded with a public statement. Several customers reported a watery liquid dispensing from the tube instead of the usual rich cream, prompting the company to clarify the cause and reassure shoppers about the product’s safety.
Though the discussion has been relatively contained, it sparked buzz within the Avène community. In an Instagram post, the brand addressed the issue directly. The statement read as follows:
“Some of you have shared your recent experience with Cicalfate+ Restorative Protective Cream, and we want to address your feedback. In some instances, in cold temperatures below 41ºF, the formula in your Cicalfate+ Restorative Protective Cream may separate. This can occur when the Avène Thermal Spring Water in the formula freezes and then thaws, causing the water to separate from the cream. If you notice just a few drops of water when dispensing the product, rest assured, this does not impact the product’s safety and efficacy. We recognize that this can be unexpected and frustrating, and we take that seriously.”
The statement continues with an email address where customers can reach out for support. While the issue appears limited, the response has drawn praise online. In the comments, followers thanked the brand for addressing the concern directly. Others expressed appreciation for the clear explanation and guidance.
In today’s social-driven landscape, even minor product concerns can escalate quickly. Avène’s response helps clarify the situation and reinforces its commitment to transparency with customers.
