CURIOUS MINDS
Frequently Asked Questions
- Orders & Shipping
- Cancellations & Returns
- Product Usage & Care
- Contact Us
How to place an order?
You can place prepaid orders on our website at www.dyou.co.
To place an order, click the “add to cart” button next to any product you wish to purchase. Once you have added all products to your cart, click on the “checkout” button.
Thereafter, you need to add your contact details and shipping address. Once the contact information has been entered, you will be taken to the payment page. You can select your preferred payment method and make the payment. That’s it!
Once the payment has been processed, you will see the order confirmation page with your order details. You will also receive a confirmation on email and WhatsApp upon placing your order.
A shipping charge of INR 50 is applicable on prepaid orders below INR 1000.
All orders for INR 1000 and above are provided FREE SHIPPING.
If you want to place a COD order, you can reach out to us on WhatsApp or via email on customercare@dyou.co and place your request by providing the following information:
Full name
Email address
Mobile number
Complete shipping address
Names and quantity of the products you want to order
If you opt for the “Partial COD” mode of payment, you will be required to pay INR 300 while placing your order and the rest can be paid in cash or through UPI at the time of delivery.
This payment method is only available for orders above INR 1000 and includes a flat shipping fee of INR 100, which will be added to your total.
If a COD order placed by a customer is refused at the time of delivery, the customer will be prohibited from placing any further COD orders on the website.
Please note that the COD option is not to be treated frivolously, as impulsive COD orders are wasteful of time, money and resources, and also a burden on the environment due to unnecessary carbon emissions.
What should I do when I receive my order?
Even if you intend to use the product later, please open your package within 24 hours of delivery and check that the product condition is acceptable. This ensures you can report any issues within our required timeframe.
If the product is opened or used after the 24-hour window, we will not be able to assume responsibility or provide a resolution for any issues that may arise.
Is my order confirmed because I have not received any confirmation email/message?
Once the order is successfully placed, you will receive a confirmation on your WhatsApp and registered email address. If you have not received it, request you to please check your spam folder. If you are not able to find it, please reach out to us on WhatsApp or via email on customercare@dyou.co with your registered email address, phone number, and the payment screenshot.
What to do if my money has been debited but the order has not been placed?
In case there is a failure in payment, please confirm if the information you have provided is correct and that your internet connection was not disrupted during the process.
If your account has been debited even after a payment failure, it is normally auto-credited back to your account within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us via email on customercare@dyou.co. Alternatively, you can also WhatsApp or call our customer care team at +91 8452030868. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.
Where can I find my order ID?
Order ID is provided in the confirmation message and email sent to you once the order is successfully placed.
Where can I track/ check the status of my order?
Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address.
Can I change the shipping address, phone number, or email address for my order?
If you need to make any change in the shipping address, phone number or email address after you’ve placed the order, you can contact us on WhatsApp or via email on customercare@dyou.co.
Please note that we can only accommodate these changes within 3 hours of placing the order or before your order has been shipped (whichever is earlier). Once the order has been shipped, unfortunately, it is not possible for us to make these changes.
Any changes to address or contact details made after the order has been shipped will be chargeable on actuals, between 60-120 INR, depending on how much the shipping partner charges us for these changes.
How are the items packed?
We pack every individual product in a secondary packaging box, which is then placed in a brown shipping box with filler. Our secondary packaging box has a perforated edge that needs to be torn to reveal instructions on product usage on the inside of the box. All information about our product, including the complete ingredient list is printed on the product and the secondary packaging.
How can I opt in for a Gift Box?
We have a limited number of gift boxes available for the festive season. If you want your order to be packed in a gift box, you can click on the "Add Gift Box" option visible in your cart. Please note that inbalance cannot be packed in the gift box due to size issues. Additionally, one gift box can accommodate up to 2 full-size products, and you can add one gift box per order (Dimensions of the box are: Height - 6 cm, Width - 14.5 cm, Length - 15.5 cm). If you’d like to place a larger order with multiple gift boxes, please reach out to our customer support team, and we’d be happy to help!
Can I cancel or change my order placed during the sale?
No. All sale orders are final and cannot be cancelled, modified, or changed once placed. Please double-check your order details and address before checkout
How long can I use the products I purchase during the sale?
We recommend using our products within 6-10 months of purchase. Each product’s specific usage time window is mentioned on its product page.
How do you ensure the quality of products during the sale?
All our formulas are highly potent and stored in temperature-controlled warehouses to maintain their effectiveness. Once delivered, storage conditions are no longer in our control. We suggest storing products in a cool and dry place to maintain their efficacy.
Can I buy multiple units of the same product during the sale?
Yes, but only if you’re sure you can use them within the 6-10 month recommended period. Please keep this in mind before purchasing with the intent of stocking up on your favourite products.
Will shipping take longer during the sale?
Yes. Due to high order volumes during sales, shipping may take slightly longer than usual. Rest assured, we try our best to dispatch all orders at the earliest.
What should I do if I receive a damaged or incorrect item?
If you receive a damaged or incorrect product, please inform us within 24 hours of delivery with an unboxing video and photos as proof for our ease of escalation with the concerned teams.
Are sale terms the same for domestic and international orders?
The sale format, terms and policies for domestic and international orders may differ.
How to cancel my order?
No orders can be cancelled or edited during the sale period. If you’ve placed an order a couple days before the sale, that is still not a ground for cancellation. Any order placed in regular periods can be cancelled only if it has not been shipped out. If you need to cancel your order, you can reach out to us on WhatsApp or via email on customercare@dyou.co with your order ID within 3 hours of placing the order or before your order has been shipped (whichever is earlier). Once the order has been shipped, unfortunately, it is not possible for us to cancel it.
When will I receive my refund in case of order cancellation?
Once your order is cancelled, the refund is credited back to the source account. Normally, you will receive the refund within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us via email on customercare@dyou.co. Alternatively, you can also WhatsApp or call our customer care team at +91 8452030868. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.
Can I return/ exchange my order?
Returns will only be accepted for products that are physically damaged, have physical defects or if an incorrect product has been shipped. We request you to reach out to us on WhatsApp or via email on customercare@dyou.co with an unboxing video, and photos showing the damage, defect or incorrect/ missing product, within 24 hours of receiving the order.
Please note that the damage/ defect needs to be evident in the photos for acceptance of your complaint. If you fail to share the right photos within 24 hours of receiving the order, unfortunately, we cannot entertain any such complaints thereafter, as the window to raise these claims with the shipping partner is closed after this time period. Any returns should be made in proper condition in the box that your order came in along with the safety packaging. If you do not return the product in proper packaging and condition, your return will be disqualified and we will reship the same package back to you.
Returns will not be accepted if the product has been used / opened / tried and/or the serial number has been tampered with. On receipt of the returned product, d’you will proceed to inspect the same and validate the claim. Once approved as an eligible return, a replacement will be issued to the customer. If the product is found to be ineligible for return, the product will be couriered back to you.
The package I received is open. What should I do?
We request you to not accept any order where the outer packaging is open or where the seal has been tampered with. In case an open package is accepted by you from the delivery agent, we will not be able to take responsibility for such a package, and will not be liable for any physically damaged/ defective products, missing or incorrect products.
What is the estimated delivery time within India?
All orders are dispatched within 2-3 business days (excluding Sundays and bank/ public holidays). For all metropolitan areas that are serviced by reputed couriers, the delivery time would be between 3 to 7 business days (excluding Sundays and bank/ public holidays) after dispatch. For other areas, it may take longer after dispatch depending on the location.
Please note that the delivery date displayed while placing the order on the product page, cart, checkout and order confirmation page and in the order confirmation email are tentative. Once your order is dispatched, you will receive a tracking link on your WhatsApp and registered email address. Our delivery partners will bring the package to you as early as possible. In case, they are unable to reach the provided address or at a suitable time, they will contact you to resolve the issue.
What happens if I am not available to receive the order?
We use third party courier companies to get your order delivered. Generally, 3 attempts are made to deliver your order. If you are unavailable at the time of an attempt, you will receive a message on WhatsApp from our shipping, where you can reschedule the delivery and the delivery agent may call you on the number used to place the order to confirm a convenient time for the delivery of your order.
After 3 attempts, your order will be returned back to our warehouse. Any orders that are returned back due to the non-availability of the customer, can be reshipped only at an additional shipping charge of INR 60.
In case you haven’t received your order and it has been marked as delivered, please reach out to us within 24 hours of receiving the notification since the window to further raise these disputes with our shipping partner closes after this time period.
Do you ship Internationally?
Yes, we ship to the following countries currently:
Asia
● Bangladesh ● India ● Nepal ● Sri Lanka ● Japan
South-East Asia
● Hong Kong ● Indonesia ● Malaysia ● Singapore ● Thailand
Middle East
● Qatar ● Saudi Arabia ● Oman ● Kuwait ● UAE
Oceania
● Australia ● New Zealand
North America
● Canada ● United States of America
Europe
● Denmark ● France ● Germany ● The Netherlands ● Sweden ● Switzerland
● United Kingdom ● Austria ● Ireland ● Norway ● Italy ● Portugal
Africa
● South Africa
What is the estimated delivery time outside India?
The delivery timeline will vary based on your location. We ship via DHL Express for all international orders. It takes 2-4 business days to dispatch the order. Once the order is processed and dispatched, it generally takes 8-10 business days to deliver.
What is the shipping rate for international shipping?
The shipping rates are anywhere between INR 1100-3200 and vary based on the weight of your order and location. You will be able to see the shipping rates depending on the weight of your order and shipping destination at the time of checkout.
Depending on the laws applicable to your location, additional charges including taxes, custom duties or VAT may be applicable. All such additional charges are not included in the shipping fee and will need to be borne by the customer on delivery.
Please note if you are unable to clear the custom fees/ charges at the time of accepting your order, then your order will not be cancelled and money will not be refunded.
Are your products vegan and cruelty free?
Yes, we are a 100% vegan and cruelty free brand.
Can I use d’you products during pregnancy?
Yes, all our products are pregnancy and lactation safe. However, our sunscreen formula is a chemical sunscreen formula. While there is nothing unsafe or toxic about chemical sunscreens, some people during pregnancy prefer to opt for mineral formulas if they have sensitive skin. Given the same, we recommend taking a decision regarding sunscreens best suited for your skin needs and your peace of mind. Each product’s ingredients are mentioned on its product page for you to refer to before making a purchase.
I have certain questions about the products. Is there anyone I can speak to?
If you have any queries, you can contact us via email on customercare@dyou.co. Alternatively, you can also WhatsApp or call our customer care team at +91 8452030868. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.
How long do I have to report product defects or usage issues?
You must report any issues related to product defects or difficulty in usage within 24 hours with an unboxing video and photos as proof for our ease of escalation with the concerned teams.
The product doesn’t suit my skin. Can I return it?
If a product doesn't suit your skin, it is unfortunately not a ground for return. Skincare is subjective, and not all products will suit every person / skin. This is an inherent risk the buyer assumes when purchasing skincare, beauty, consumable items from anywhere. If you have any concerns on correct usage, you can reach out to us anytime and we'll do our best to guide you in using the product(s) correctly.
Where can I reach you?
You can reach out to us on WhatsApp or via email on customercare@dyou.co for any queries. Alternatively, you can call our customer care team at +91 8452030868. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday
I would like to feature d’you in press/ media coverage. How do I get in touch?
Please send all press and media inquiries to marketing@dyou.co
I’m a social media influencer and want to collaborate with you. How do I get in touch?
Please contact us at marketing@dyou.co
Want to join team d’you?
We’re always looking for talented individuals. You can reach out to us on careers@dyou.co with a crisp and targeted intent letter and resume. Highlight why you want to work with us, and what you can bring to the table, and we’d love to chat with you.
