FAQ
Topics
- General General
- Instant Angel Instant Angel
- Where can I find Dieux? Where can I find Dieux?
- U.S. Shipping U.S. Shipping
- International Shipping International Shipping
- Subscriptions Subscriptions
- Return Policy Return Policy
- Route Package Protection Route Package Protection
- Ethos Ethos
- Sustainability Sustainability
- Community Guidelines Community Guidelines
- Confessional Confessional
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General
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I need help with my skincare routine!+–
Skincare is confusing, we understand it’s hard to know where to start. We have 10 commandments to remember when picking skincare but if you have more questions, tell us on #skinconfessionals. Just text CONFESSION to +1 (310) 361-3113.
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Do you offer gift cards?+–
Yes, they can be purchased online here.
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What forms of payment do you accept?+–
We accept Visa, Mastercard, and American Express credit cards and debit cards. We also will accept PayPal in the coming weeks. We are unable to accept prepaid gift cards, checks, or money orders.
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I have a question about my order, who do I talk to?+–
Need to make a change? We are available, just email our support team: orders@dieuxskin.com.
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I have a question about your products, who do I talk to?+–
Question about our products? Not sure how to use it? Email our support team hello@dieuxskin.com with any product questions you have!
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How do I cancel an order?+–
Please email us at hello@dieuxskin.com with the word "Cancel" in the subject line as soon as possible. We cannot guarantee that we'll be able to cancel your order once it's been placed, but we'll dieux our best.
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How Do I Best Use The Forever Eye Mask?+–
Read our full blog post explaining how to best use them here.
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Can I find your products in other retailers?+–
Yes! Our Forever Eye Masks can be found on Cult Beauty.
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Instant Angel
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Wait, so Instant Angel is smaller?+–
The packaging is smaller, the formula isn't. Instant Angel has the same volume of formula (50mL) but now in a shorter tube. The tube was shortened by 20mm.
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Why the smaller tube?+–
Less materials = better for the environment. While all consumption has an impact, less is more when it comes to the planet.
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Is anything else different about it?+–
Other than it fitting perfectly in your travel bag, no.
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I miss the bigger tube?+–
Lucky for you Instant Angel 100mL will be back in stock by April! They’re still jumbo.
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Does this affect my subscription?+–
Upcoming subscriptions for Instant Angel 50mL, Glow Gospel and Dieux-ing Great bundles will be fulfilled with this updated packaging! While the next tube you receive will look a bit different than the one in your last subscription, it’ll be filled with the same formula you know and love. If you have any questions on your subscription (which we are prioritizing! Thank you for your patience!) please email us at orders@dieuxskin.com.
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Where can I find Dieux?
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Where can I find Dieux products?+–
Dieux products are available on our site and are also sold at Sephora stores beginning March 6th, on Sephora.com, Cultbeauty.com (Forever Eye Masks only), SokoGlam.com, and through the TikTok Shop on Dieux’s account.
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Can I buy Dieux in person?+–
Yes! Starting March 6, 2024, Dieux products will be available in participating Sephora stores on the “Next Big Thing” wall. Our Forever Eye Masks are also available at the "Beauty on the Fly" checkout area. To find the closest Sephora near you, use the store locator tool on Sephora.com, available on every product page by clicking the “Buy Online & Pick Up” option.
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When will Dieux be available in a Sephora near me?+–
Dieux products will be available in participating Sephora stores starting March 6, 2024. You can use the store locator tool on Sephora.com to find availability. This tool is accessible on every product page by selecting the “Buy Online & Pick Up” option.
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U.S. Shipping
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Where do you ship to within the U.S.?+–
We ship everywhere in the continental U.S.
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Do you offer free shipping?+–
In the USA, Standard Shipping is available for domestic locations via UPS Surepost (5-8 business days after fulfillment) for $5.00. Shipping is free for all orders over $60 within the USA (10-16 business days after fulfillment) and does not apply to Priority Shipping Methods.
Express Shipping (2-3 business days after fulfillment) is available in the USA for $16.99. Express shipping is free for all orders over $175.00 within the USA. You may experience longer delivery times if you're shipping to Alaska, Hawaii, US Territories, and APO/FPO. -
When will my order ship?+–
For USA shipping, orders will ship within 3-5 business days of ordering.
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When will my order arrive?+–
This depends on the shipping method chosen at check out. It can take up to 16 business days from leaving our warehouse to arrive to you with free shipping. We’ll send you an email with all the details as soon as your goods leave our warehouse.
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HELP! USPS lost my package!+–
We allow 4 weeks for your package to deliver from the date your package leaves the warehouse. If the package does not move within 4 weeks, you have the option to refund or re-ship the product. This is us absorbing USPS's mistake so we appreciate your patience in ensuring the package is truly lost. If you would like a faster response, please file a claim with USPS.
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International Shipping
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Where do you ship to?+–
We use a service called Passport Shipping which delivers to over 200 countries! Click here to learn more.
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What is the service you use?+–
Passport Shipping is a modern shipping carrier that helps direct-to-consumer brands ship their products internationally. They will be your main go-to for all questions once our products leave the warehouse. Please message them at help@passportshipping.com for any questions regarding your order.
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Why does it cost what it costs?+–
There is a shipping cost and a duties and taxes cost. We default to each country's laws when it comes to covering duties and taxes upfront or upon receipt. Please note that Dieux is not responsible for re-shipping a package if duties and taxes are unpaid and it impedes delivery.
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When can I expect my package?+–
Estimated shipping is 13-15 business days but could take less or more time. If your package is lost or you have any issues with your package help@passportshipping.com is your best contact for all questions.
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I need help with my tracking!+–
There are three places to find your tracking number:
Confirmation email
We will notify you 1-3 days after your order that your package is shipping. That email will have your unique tracking number.
Junk or spam email
If you didn’t get an email, please check your junk/spam folder just in case it’s there.
Passport can help!
If you still can’t find it, get in touch with Passport at help@passportshipping.com.
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Why no Deliverance?+–
Cannabinoids are not able to be sold internationally at this time. You can purchase Instant Angel, Auracle and our Forever Eye Masks to be delivered internationally.
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I want to return my order+–
We do not accept returns on international orders at this time. If you’ve had a reaction please email Passport at help@passportshipping.com and we can work to find a resolution.
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More questions?+–
Passport has detailed FAQs here
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Subscriptions
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How do subscriptions work?+–
If Dieux has become a crucial step in your skincare routine, you can purchase your favorites at a discount by enrolling in our subscription program. Subscribers are given the option to receive their order every 4, 6, 8, or 12 weeks. We offer tiered % off discounts that increase depending on your desired order frequency. Subscription orders are placed for the customer automatically on each scheduled date.
To start subscribing, visit the product page of your favorite product. Instead of clicking “One-time purchase”, click “Subscribe & Save” and select your desired order frequency.
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How do I manage my subscription?+–
You can make changes, additions & upgrades to your subscription and account information at any time by accessing our user portal here. If you need any assistance, our customer support team is happy to help at orders@dieuxskin.com.
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Can I skip my upcoming subscription?+–
If your subscription order is coming soon and you’re not in need of more product right now, you can always skip your upcoming order here. If you opt to skip your upcoming order, you will not be charged and the order will not be processed. You’ll receive your next subscription order on the following scheduled date.
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I need my next subscription order sooner than the scheduled date. Help!+–
As long as your item is in stock, you’re free to bump up the delivery date in your user portal here.
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My item is out of stock. How will this affect my subscription?+–
Subscribers are notified of unavailable inventory a few days before their next subscription is scheduled to process. If at least one or more items is out of stock in your subscription at the time of your scheduled date, the order will not be placed. You will not be charged and the order will not process until the item is back in stock. Subscribers affected by out of stock items have the option to skip their upcoming order or change the delivery date here.
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Can I apply a discount code to my next subscription order?+–
Because subscription orders are already discounted, discount codes cannot stack with subscription orders.
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I’d like to change the shipping address associated with my subscription.+–
You can make changes to your upcoming subscription order at any time by accessing our user portal here. If you need any assistance, our customer care team is happy to help at orders@dieuxskin.com.
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I’d like to cancel my subscription.+–
We’re so sorry to hear that! You can cancel your subscription order at any time by accessing our user portal here. If you need any assistance, our customer support team is happy to help at orders@dieuxskin.com. Please let us know why you’re wishing to end your subscription in a few words. We ❤️ your feedback!
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I can’t access my user portal. Help!+–
No worries! Our customer care team is happy to help at orders@dieuxskin.com.
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Return Policy
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What is your return policy?+–
On unopened products, you have 30 days to return your order. As we are a small business, we are unable to provide postage for orders under $60. For any questions please email us at orders@dieuxskin.com with "return help" as your subject line. Note: for Deliverance we offer refunds if you've had a reaction. Just email us and we will help trouble shoot!
Please note if you have a defect or problem with your order, we are always here to help, please email us at orders@dieuxskin.com with your order number in the subject line.
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I purchased a faulty item at Sephora. Help!+–
Oh no! We're terribly sorry to hear that. Returns for faulty Dieux products purchased at Sephora can be processed through Sephora.com or at any Sephora store in the US. You can review the Sephora return and exchange policies for damaged or defective products here.
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I’d like to return my Dieux product purchased at Sephora.+–
We're sorry to hear you're not completely satisfied! Returns for Dieux products purchased at Sephora can be processed through Sephora.com or at any Sephora store in the US, in accordance with Sephora's return policy. You can review the Sephora return and exchange policies here.
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Route Package Protection
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What is Route?+–
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.
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Route Protect+–
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise. Purchased Route Protect and need to file a shipping issue? File a claim. We recommend filing sooner rather than later if there is an issue due to Route's policies. Route's full policies can be found full policies can be found here.
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Ethos
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Are your products clean? Are they safe?+–
Let’s start with the basics: all Dieux products are tested and safe. In order to sell products in the US market, it's the responsibility of brands per the FDA to make safe products. We don’t like saying we are clean as it implies that other brands are dirty. Instead of focusing on lists that aren’t vetted by toxicologists, we go the extra mile by following EU regulations to stability test our products (not a requirement in the US), follow Good Manufacturing Practices (a guidance in the US) and we do Human Repeat Insult Patch Tests on unknown ingredients and our final formula. This ensures the product has a measured level of safety and doesn’t disrupt skin on average. Our products will always focus on what’s in them, not what it’s “free from.”
We don’t use parabens in our skincare not because we think they are “bad” but because the dialogue has gotten further and further from the science which shows they are demonstrably safe.
That being said, our skincare and supplements will be vegan and cruelty-free. We do not test our products or ingredients on animals, like many brands in the industry.
Now, more on the term ‘clean’.
This is a difficult question for us to answer. Working with a dermatological advisor, and having an expert chemist on Dieux’s co-founding team, we know that clean definitions don’t mean much. There is no standard, and without a regulatory arm of the FDA monitoring it, it’s a lot of faith in corporations; you’re going to be biased when you come up with your own rules, even if they started with good intentions. It also reinforces the idea that nature is safe. Nature can be incredibly dangerous and the toxicity of anything will always be in the dose. Water can be toxic, doesn’t mean we don’t use the right dose for our bodies. It also reinforces that mining nature is good for nature, we believe, sometimes, it’s best to leave nature alone and source ingredients from labs. Nuance is everything, we’re here to go through it together.
We can say that we spent two years on our serum’s formulation ensuring the sourcing, testing and stability were to our standard (higher than the heavens). And continue to meet and surpass this standard as we ideate and execute on new products and formulas.
For any questions as to our formulations we would love to hear from you! Our brand is rooted in transparency and a deep knowledge of chemistry, we’re here to dieux all the nerdy skincare things with you. hello@dieuxskin.com.
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Are you vegan and cruelty-free?+–
Dieux is proudly vegan and cruelty-free.
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How do you vet your claims?+–
For tested ingredients we use clinical data to ensure we are using ingredients at the correct and studied dose. Certain ingredients have only been shown to live up to claims at specific levels, we ensure we give you those levels!
We also stability test final formulations to ensure every active ingredient plays nice and is still in working order by the time it reaches your glowing face. As this isn’t a requirement in the US, there are no guarantees that your product is still active.
For untested ingredients like cannabinoids, we do our own proprietary clinicals to back up our claims. Pending the product and claims we want to make, we’ll also conduct clinicals on final formulations and do irritation testing with a third party facility
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Are you paraben-free?+–
Yes, but with a caveat; because the market dictates it. Science repeatedly shows that parabens are demonstrably safe in cosmetics. That being said, we had to make a business decision to choose other preservatives that our head of product and regulatory agencies in the US and EU has deemed safe and plays well in formulas.
Our products and future formulations, for the moment, are free from potential allergens like nuts, gluten and soy.
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What are your products "free from?"+–
Dieux is "free from" fear. Free-from lists are part of a regulatory guidance to not include it in marketing or packaging in Europe due to their misleading nature. At Dieux we never want to scare you or be alarmist on things that don't merit alarm. We are transparent on our formulas and dosing, any questions you have, please ask, hello@dieuxskin.com.
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What does "clinically vetted" mean?+–
Clinically vetted means we’ve tested each ingredient or use well-sourced data on an ingredient. For example, with our first serum Deliverance we didn’t see safety data or clinical vetting of the therapeutic window for cannabinoids. What percentage of cannabinoids is effective?
With that knowledge gap, before formulating we did extensive HRIPT studies on over a hundred participants and clinically tested percent actives with a third party testing facility. For our remaining hero ingredients, we used supporting ingredients that all had good clinical data from suppliers or have been well studied in addition to their therapeutic window (the percentage that drives measurable results).
Lastly, we stability and challenge test our formulas so we know the ingredients don’t de-activate each other and stay stable while you use it.
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Are your products safe to use during pregnancy?+–
Our eye masks and hand sanitizer are safe for use during pregnancy as are our scrunchies. Deliverance is not cleared for pregnancy due to the cannabinoids Please talk to your doctor before using Deliverance.
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Sustainability
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Is your packaging eco-friendly?+–
We’re committed to sustainability, this means looking at products in a few ways. For one, we want you to buy less, hence our Forever Mask which is meant to be purchased once vs sheet masks that are single use. We make products that aim to be fully recyclable or reusable. We also look to packaging that’s light to reduce carbon footprints in shipping, ideally from recyclable and renewable sources. All consumption has a footprint, as a small company we do our best and know we can always be dieux-ing better. To that end, we don’t believe in stasis, we do bi-quarterly reviews of our packaging to see what innovations are available on the market.
If you have any suggestions on how Dieux can improve our impact (or happen to work at a packaging or recycling facility), please drop us a line and say hello at hello@dieuxskin.com.
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Are your products ethically made?+–
We are a small team and work directly with the labs, factories and sourcing facilities. We've worked hard to ensure our entire process is held to high ethical and environmental standards. We select partners based on their GMPs (good manufacturing practices), environmental benchmarks on the ingredient sourcing side and fair labor practices. Our GMPs forbid forced labor, underage labor, hazardous work environments, harassment and discrimination based on race, sex, sexual orientation, gender identity, pregnancy status, political opinions, religion, age and disability unrelated to an individual’s ability to perform the work required by the job.
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Do you donate to any organizations?+–
Yes, as an American company, we believe everyone has the right to vote. We support Stacey Abram’s Fair Fight, an organization dedicated to voter re-enfranchisement, bringing “awareness to the public on election reform, advocates for election reform at all levels, and engages in other voter education programs and communications.”
As a brand that is creating skincare based on cannabinoids (our clinical study will be released next year) we are a proud member of the Floret Coalition. The Floret Coalition is an anti-racist collective of small businesses in the cannabis and cannabis-adjacent space supporting and funding equity-oriented actions via monthly donations and social campaigns. Together, we raise funds and awareness for organizations prioritizing the needs of Black, Latinx, and Indigenous communities.
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Community Guidelines
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How we like to Dieux things...+–
At Dieux there are people behind our products, we ask that when you engage with us, whether it be customer service or over DM to please remember this. Any profanity, threats of violence, or rudeness is not tolerated and we reserve the right to block or ban customers from the Dieux store or social channels.
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Confessional
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Have a skin confession? Question?+–
There are no wrong asks so don't be shy. We're here to help make skincare less daunting and easier to navigate @dieuxskin. Ask below or DM us. We'll have our team of experts answer.
Text SKIN CONFESSION To +1 310-361-3113
For order inquiries text ORDER to +1 310-361-3113 and to be the first to know about Dieux launches text DIEUX DROP to the same number.
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