FAQ

 

💛  Payment 💛

 

Q: What type of payments do you accept?

A: We accept: American Express; Apple Pay; Master Card; Paypal and Visa

Q: My payment isn’t accepted, what should I do?

A: Please check the expiring date on your card —if the card you have on file does not have your current billing address or is expired it will be declined. 

1. Please, check if your card is allowed to make online purchases – you can see that in your bank settings

2. Please, check if your card is confirmed

3. Please, make sure that all your information is correct

4.Please, try another payment method

 Check in with your bank—if the above steps don’t solve the issue, you can call your credit card company to identify the problem. To protect your privacy, your debit or credit card company or card issuer doesn't tell us why your card was declined. If you can still use your card, please try your transaction again. 

Q: When will I be charged for my order?

A: As soon as you confirm your order, you should be charged.

 

💛  Order details 💛

 

Q: Can I cancel my order?

A: Dorena Cosmetics is trying to send your package as fast as possible, therefore you can’t cancel your order. As soon as your order is confirmed, the package is being prepared.

Q: Can I change the shipping address after I have confirmed my order?

A: The courier will contact you before the delivery and you will be able to change the address.

Q: How can I cancel my order and receive my money back?

A: Dorena Cosmetics is trying to send your package as fast as possible, therefore you can’t cancel your order. As soon your order is confirmed, the package is being prepared. However, when you receive the order, you can send it back – the packing should not be opened! As soon as we receive your order back, we will refund you. Please, take notice that it can take up to 3 days.

Q: How can I check my order status?

A: You will receive a shipment number. When You have received it You can go to www.dhl.com and search it up. You will be able to see where Your package is at. Ifit doesn't work or You have any questions write to us - info@dorena-cosmetics.com. 

Q: How long will it take till I receive my order

A: It shouldn’t take longer than 3 business days.

Q: There’s an issue with my order – how can I contact customer support?

A: You can contact us at info@dorena-cosmetics.com.

Q: I received a different product, what should I do?

A: If you have received a wrong order, we apologize for the inconvenience. Please, contact us at info@dorena-cosmetics.com for further info.

 

💛  Shipping 💛

 

Q: Where do you ship?

A: We ship all over the EU.

 Q: My order hasn’t arrived yet, what should I do?

A: Please, check your order status at www.dhl.com; if you haven’t received your tracking number, or there’s no information about your package - please, contact us at info@dorena-cosmetics.com

Q: Do you offer free shipping?

A: We offer free shipping on orders over 60 EUR.

 

💛  Return 💛

 

Q: I have returned my product, when will I receive my money back?

A: As soon as we receive your package at our warehouse, we will proceed with refund. Please, note that it can take several days as transfers between different countries can take more time.

Q: What are the rules for the return of the product?

A: Dorena Cosmetics products may only be returned or exchanged if they are unopened and still in their original packaging.
If a product is returned after its packaging has been opened/broken, unfortunately we cannot accept the return.

Q: How can I return my order?

A: Returning items is at the cost of the customer. Please, be sure to ship the package with a carrier that can provide You a tracking number and insurance. Dorena Cosmetics cannot replace packages lost during the return shipment if proof of tracking is unavailable.

Please return your item to our warehouse:
SIA "DORENA", Ķengaraga iela 1A, Rīga, Latvia LV-1063

Q: I have opened my product, I have tried it once, can I return my product?

A: Dorena Cosmetics products may only be returned or exchanged if they are unopened and still in their original packaging. This is due to the specifics of the product.

 

💛  Products 💛   

 

 Q: How do you test the products?

A: Before getting to the client, the cosmetic is going through stability, challenge and irritation tests. We do not test on Animals. Several Scientists and technologists are working on every ml of our products to make sure of the quality and effectiveness presented to you.

Q: How can I find out more about products?

A: Every product has a detailed description when you click on it in our shop, but if you have any more questions feel free to message us at info@dorena-cosmetics.com.

Q: Will my product melt/freeze/expire?

A: On every product you can find expiration date, also expiration date after the product is opened, Dorena cosmetics advice to keep your products in a room temperature, not lower than 15 ° - 24 °; please, do not keep products in direct sunlight.

 

💛  Special offers and Gift cards 💛 

 

Q: How can I get the news on special deals and new products?

A: You can follow us on Instagram or Facebook to have the latest updates on our special deals and new products.

Q: How can I use my gift card?

A: Once you purchase a gift card, you will receive an email with a code, which then can be used at check out.

Q: How can I check my gift card balance?

A: You can’t, but contact us at info@dorena-cosmetics.com and we will send you your gift card balance.

 

💛  Other questions You might have 💛 

 

Q: I have another question? How can I contact customer support?

A: You can contact us at info@dorena-cosmetics.com. We will reply as soon as possible.

Q: I’m not sure about what type of product would suit me the best. Can you give me an advice?

A: There’s a detailed information about every product in our store, if you still feel unsure on what is the best suggestion for you, you can contact us at info@dorena-cosmetics.com.

Q: Do you offer samples?

A: At the moment we don’t, but it might change when a new collection will be launched.