General Frequently Asked Questions
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 can be safely used during pregnancy and breastfeeding, unless otherwise mentioned on the specific product page. All ingredients used in our products are under clinically recommended doses and therefore, safe and effective on the skin.
I have certain questions about the products. Is there anyone I can speak to?
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.
- A shipping charge of INR 100 is applicable on prepaid orders below INR 1400.
- All orders above INR 1400 are provided FREE SHIPPING.
If you want to place a COD order, you can reach out to us on WhatsApp or via email on firstname.lastname@example.org 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
- A shipping charge of INR 100 per product is applicable on COD orders. Additionally, please note that COD orders are only made available on request under the guarantee that these orders will not be refused or denied upon delivery. We request you to please be mindful of your purchase when placing COD orders.
- 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 .
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 email@example.com 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 on WhatsApp or via email on firstname.lastname@example.org. You can also call our customer care team at +91 8452030868.
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?
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.
CANCELLATIONS AND RETURNS
How to cancel my order?
Your order can only be cancelled if it has not been shipped. If you need to cancel your order, you can reach out to us on WhatsApp or via email on email@example.com 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 on WhatsApp or via email on firstname.lastname@example.org. You can also call our customer care team at +91 8452030868.
RETURNS AND REFUNDS
Can I return/ exchange my order?
Returns will only be accepted for products that are physically damaged, have physical defects or if the incorrect product has been shipped. We request you to reach out to us on WhatsApp or via email on email@example.com 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.
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.
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.
When will I receive my refund in case of return?
Once your return request is approved, our delivery agent will pick up the product from you. Once it reaches our warehouse, we will do a quality check and issue a complete refund to you. Normally, you will receive the refund within 7-14 business days in your source account. If you encounter any further difficulties or have any additional questions, you can contact us on WhatsApp or via email on firstname.lastname@example.org. You can also call our customer care team at +91 8452030868.
DELIVERY AND SHIPPING
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 5 business days (excluding Sundays and bank/ public holidays) after dispatch. For other areas, it may take 5-7 business days (excluding Sundays and bank/ public holidays) 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.
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 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.
Do you ship Internationally?
Yes, we ship to the following countries currently:
● Bangladesh ● India ● Nepal ● Sri Lanka
● Hong Kong ● Indonesia ● Malaysia ● Singapore ● Thailand
● Qatar ● Saudi Arabia ● Oman ● Kuwait ● UAE
● Australia ● New Zealand
● Canada ● United States of America
● Denmark ● France ● Germany ● Netherlands ● Sweden ● Switzerland
● United Kingdom ● Austria ● Spain ● Ireland ● Norway
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 3-5 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.
Where can I reach you?
You can reach out to us on WhatsApp or via email on email@example.com for any queries. Alternatively, you can call our customer care team at +91 8452030868. Our working hours are from 10:00 AM to 6 PM (IST) Monday to Friday (excluding holidays).
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 firstname.lastname@example.org
I’m a social media influencer and want to collaborate with you. How do I get in touch?
Please contact us at email@example.com
Are you hiring?
We’re always looking for talented individuals. You can reach out to us on firstname.lastname@example.org with a crisp and targetted 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.