Frequently Asked Questions

Orders

How long does order processing take?

Orders are typically processed within 1–3 business days. During new launches or promotional periods, processing times may be slightly longer.

Can I cancel or change my order?

If your order has not yet been processed, we'll do our best to make changes or cancel it. Please contact us as soon as possible at hello@dielok.com.

How can I track my order?

Once your order ships, you'll receive a confirmation email with a tracking number so you can monitor your delivery.

Shipping

Do you offer free shipping?

We offer free shipping on qualifying orders. Shipping promotions are displayed at checkout when available.

How long does shipping take?

Estimated delivery times vary by destination:

  • United States: 5–10 business days

  • International: 7–20 business days

Shipping times are estimates and may vary due to carrier delays.

Do you ship internationally?

Yes! We proudly ship to many countries worldwide. Shipping rates and delivery times are calculated at checkout.

Returns & Refunds

What is your return policy?

We accept returns on eligible items within 30 days of delivery. Products must be unused, unopened, and in their original packaging.

What if my item arrives damaged or incorrect?

Please contact us within 48 hours of delivery with your order number and photos of the item. We'll make it right as quickly as possible.

When will I receive my refund?

Approved refunds are issued to your original payment method. Depending on your bank, it may take 5–10 business daysfor the refund to appear.

Products

Are your products cruelty-free?

Yes. Our products are cruelty-free and are never tested on animals.

Are your products vegan?

Many of our products are vegan. Please refer to each product page for specific ingredient information.

Are your products suitable for sensitive skin?

Our formulas are designed with quality ingredients, but we recommend performing a patch test before first use, especially if you have sensitive skin.

How should I store my products?

Store your products in a cool, dry place away from direct sunlight and excessive heat.

Payments

What payment methods do you accept?

We accept all major credit and debit cards, Shop Pay, Apple Pay, Google Pay, PayPal, and other payment methods available at checkout.

Is my payment information secure?

Absolutely. All transactions are processed through secure, encrypted payment providers. We never store your payment details.

Contact

I still have questions. How can I reach you?

We're happy to help!

Email: hello@dielok.com

Phone: (571) 596-0866

Our customer support team aims to respond within 24 business hours.