FAQ Christian Dior Fragrance and Beauty


FAQ Christian Dior Fragrance and Beauty

Contact Us (1)

How can I contact customer service?

If you need assistance with the Dior Beauty Online Boutique, please contact Dior Beauty Customer Service through the following methods during service hours.

For Parfums Christian Dior customer enquiries

If you are a job applicant, please email: hr-team@au.lvmh-pc.com

Online boutique (20)

How can I find out if a product is available on Dior.com?

Search or browse the site and select the product that interests you. If the item you are looking for is out of stock, you can register your interest by entering your email address in the “Notify Me” prompt. You will be emailed when the item is available.

You can contact our Customer Service, where our advisers will be delighted to assist you if you cannot find a particular item.

Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

Can I purchase these products in store?

If you would like to purchase these items in-store, please find your preferred Dior Fragrance & Beauty Boutique via the Store Locator.

How do I create an online account?

You can create your account by clicking on the account symbol located in the menu at the top of our home page (on the right side). Then click on "Create an account" and fill in the obligatory information. Finally, click on "Create my account". You will be sent a confirmation email to the email address provided when creating your account. If you require assistance or further information, please contact our Customer Service. If you already have a Dior Beauty Account with your preferred Dior Fragrance & Beauty Boutique, please click the "My Account" page. Click "I forgot my password" on the right panel and enter your email address that you registered with. An email prompting you to reset your password will be emailed to you. If you don't receive this email, please reach out to our Customer Service Team, via the details below.

Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

How can I include samples to my order?

Dior Beauty offers 2 complimentary samples of your choice, with any order. Simply select your choice of samples after you have added your products to cart and follow the checkout process. Samples may vary due to availability.

How can I get a receipt for my online purchase?

All orders will receive a receipt via email, along with the Order Confirmation. You will also receive a physical copy within your order. Additionally, members can login to download a digital copy of their receipt.

Are purchases made online with Dior Beauty secure?

All transactions done on the Dior Beauty website are secure. An SSL encryption system is in place to protect personal data and payment information. In addition, Dior Beauty makes a commitment to you not to save any credit card information. If you have any queries, please reach out to our Customer Service Team via the details below:

How do I apply a promotion code?

All promotional offer codes are added at checkout on the View Cart page. Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied. Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions. NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.

What are the delivery options and costs?

Service Cost Metropolitan Areas Regional NZ
DHL Express

$10 for orders under $100 

Complimentary for orders $100+

1-2 Business days 2-3 Business days

 

You will receive an email with your tracking information once your order has been shipped.

Delivery times are based on orders placed before 9am NZST:

  • Orders are dispatched on business days (Monday-Friday) excluding New Zealand public holidays.
  • Shipping will take longer if product engraving is required. Dior Beauty will notify you when the order is shipped. Engraved products may not be returned under the 30 day Returns policy.
  • Please expect delays in the event of public holidays or extreme weather conditions. 
  • Your shipping address cannot be changed once order is placed. Dior Beauty is not liable for incorrect address on the invoice.
  • All orders must be signed for upon delivery.
  • Shipping outside AKL, WLG, CHC Metro areas or other remote areas may take 1-2 days longer. 

Where does Dior Beauty Online ship?

Dior Beauty online orders are shipped via DHL Express to New Zealand addresses only and must be signed upon delivery. Additionally, we allow shipments to be sent to PO Box addresses. Unfortunately, we do not offer click & collect for in-store collection.

I placed an order but I have not received my package. What can I do?

f you placed your order via your Dior Beauty customer account, log in to your account then click on ’My orders’. You will then be able to follow the status of your order. If you placed your order as a guest, please track the progress of your delivery by visiting the DHL Express website and entering your tracking number here.


If you do not receive your package within 5 working days, please contact our Customer Service Team via the details below.

Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

What is the Dior Beauty Online Boutque returns policy

If you are not completely satisfied with your Dior Beauty purchase, complimentary returns are offered for unopened packages within 30 days of the delivery date. We are unable to accept returns or process a refund for any engraved products, unless damaged or faulty.

How long does it take for a refund to process?

Refunds take between 10-15 business days. For any questions relating to your returns or our returns policy, please contact Dior Beauty Customer Service. Refunds will be processed via the original payment method.

Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

How can I redeem my second purchase exclusive gift

Once your first order is placed, you are invited to receive an exclusive Deluxe Miniature Gift upon your second Dior Beauty purchase. Your individual redeemable code can be found in your order confirmation email. Upon your second purchase, please enter this code at checkout, to redeem your second purchase gift. The offer expires 60 days after your first purchase. The second purchase gift is subject to change based on availability and is non-transferrable.

Can I purchase items in bulk

There is a maximum limit of 3 items of the same product per individual order on the Dior Beauty Online Boutique.

How do I sign up to the Dior Newsletter?

To sign up to our newsletter, please login to your Dior Beauty account online. To update your contact preferences, please do so via clicking the ‘Newsletter’ tab within ‘Preferences’. To subscribe to the Dior Beauty Mailing List, tick the box “I wish to receive Fragrance & Beauty newsletters”. Select the email contact channel and press the ‘save’ button. If you are a member with us, please login to your Dior Beauty account online. You can update your communication preferences by clicking the 'Account' icon and on your Account page, click 'Communications'. Here, you may subscribe to the Dior Beauty Newsletter Mailing List, and other communication channels of your preference. After your selection, press the 'save' button. If you are not a member with us, please scroll to the bottom of the page. On the left-hand corner, you will see the title 'SIGN UP TO DIOR BEAUTY'S NEWSLETTER'. Enter your email address and click the grey arrow to reveal a pop-up form. Please complete this form by inputting your Prefix, First name and Last name. Please also tick the first checkbox which confirms your desire to receive personalised communications from Parfums Christian Dior. Should you also wish to subscribe to our Dior Couture, Fashion & Accessories Newsletter, please select the second checkbox. Once complete, press the 'subscribe' button. Please note that by completing the newsletter form, you are not creating an account with Dior Beauty.

How can I redeem my gift with purchase or deluxe miniatures?

Ensure your order qualifies for the gift with purchase. Gifts with Purchase’ are available for a limited time only, while stocks last. A maximum of one gift can be redeemed per order.

Will I get charged for a re-delivery?

You will not be charged for a re-delivery of your package. If you are not available when DHL Express make a delivery attempt, a card will be left in your mailbox.

What regulation does DHL Express apply for fragrances

DHL Express applies strict regulations for the international transportation of products with a ‘dangerous goods’ classification. To meet the DHL Express and International Air Transportation Association shipping requirements, Dior Beauty has put a limit of 500ml per order. If your order exceeds 500ml, you will be prompted on how to adjust your order so the total contents of your order is 500ml or below. For more information, view our terms and conditions.

What happens if I missed my package upon delivery?

All Dior Beauty Online Boutique orders must be signed for upon delivery. If you're not available to receive your package upon delivery, DHL Express will leave a ‘delivery attempt card’ in your mailbox.

Order tracking (9)

I have entered in the wrong address in my order, can this be changed?

If you have entered your address incorrectly at checkout and the order has been processed, please contact Dior Beauty Customer Service to share your correct shipping address. Please note, our Customer Service Team will contact DHL Express to redirect your parcel, however parcel redirection is subject to DHL’s policy & discretion.

Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

Where is my order confirmation number?

Your order confirmation number is listed at the top of the order confirmation email. If you cannot find the email, please check your spam or promotion folders. If you have a registered account on www.dior.com/en_nz/beauty, log in to ‘My Account’ then click on ‘My orders’. You will then be able to find your order confirmation number.

How do I know if my order went through?

If your payment is successful, you will see an order confirmation number when you checkout. You will also immediately be sent an order confirmation via email. If you do not receive this, please contact our Customer Service Team via the details below.

Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

Why does my tracking number have a 'Pending' status?

A “pending” tracking number means that tracking for the order has not been finalised. Your tracking status will be updated when the order is fulfilled and invoiced. This can take 1-2 days after order placement.

Why was I charged for a portion of my order?

Unfortunately, there are some instances where we may need to cancel an order. Orders may be subject to cancellation for the following reasons:

  1. Stock shortages
  2. Inaccurate or incomplete delivery address
  3. Commercial activity is suspected

How can I track the delivery of my order?

If you placed your order via your Dior Beauty account, you can follow the progress of your order by logging in to your account then clicking on ‘My Orders’. You may also visit the DHL Express website to enter your order your tracking number from DHL here.

My order is sitting in 'Pending' status, what does this mean?

A “pending” status means that payment for the order has not been finalised. If your order status has not been updated in 24 hours, please contact our Customer Service Team via the details below. • Customer Service Hotline: 02 8071 8719 • Customer Service Email: supportnz@diormail.zendesk.com • Online Contact Form Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

Why can’t i proceed with payment for my order online

Your payment online may be blocked for the following reasons:

  • Incorrect or incomplete billing address (please ensure you have listed a unit number and street number for residential addresses, and a level number for commercial addresses).
  • Incorrect or unverified payment details.

Why haven’t i been charged for my order but given an order confirmation

You will be charged for your order once it has been fulfilled and invoiced in our warehouse. 

The order confirmation is provided as your proof of purchase and order details. The final payment for your order will be charged once it has been fulfilled in our warehouse.

Your Account (5)

How can I create an account

You can create your account by clicking on the account symbol located in the menu at the top of our home page (on the right side). Then click on "Create an account" and fill in the obligatory information. Finally, click on Create my account".

You will be sent a Confirmation email to the email address provided when creating your account. If you require assistance or further information, please contact our Customer service.

What Are The Advantages Of Creating An Account

Creating an account enables you to track the delivery of your Dior purchases and helps you to consult your order history. You can also update your contact information in your account.

For your security, Dior.com does not save your credit card information and will not share your personal data with any third parties.

Can I Make Changes Or Cancel My Account On Dior.Com

You can modify the information in your Dior account by clicking on the account symbol located in the menu at the top of our home page (on the right side). Enter your email address and your password and, once you are logged in, click on the options under "Your profile" to change or delete information.

If you want to delete your account, please contact our Customer service where an adviser will assist you with the steps to follow.

How Can I Find My Account Password

You can easily reset your password by clicking on the account symbol located in the menu at the top of our home page (on the right side). You can click on “Forgotten Password” to enter your email address. We will send you an email to reset your password. Please check your spam folder if you didn’t receive the email.

How Can I Subscribe/Unsubscribe To The Dior Newsletter?

To subscribe to our newsletter, please scroll down to the bottom of this page. You can fill in your email address in the “Newsletter” option.

If you wish to unsubscribe from our newsletter, click on the link at the bottom of each Dior newsletter. You can also subscribe/unsubscribe to the Dior newsletters in your account under “Your information”.

Engraving (1)

How do I know if a product can be engraved for my online order

Our engraving varies by product including selected fragrances. Please see each individual product page for details.

Art of Gifting (2)

Does Dior Use Eco-friendly Packaging?

As a creator of more responsible and sustainable luxury, Dior Beauty now designs all its iconic gift wrapping in 100% recycled and fully recyclable paper and cardboard. For a more environmentally friendly option, you can choose to forego your gift box and gift wrapping in favour of eco-friendly packaging.

How can I redeem art of gifting during gifting periods

Dior Beauty’s limited-edition Art of Gifting is available during selected times throughout the year, in line with key gifting periods such as: Valentine’s Day, Mother’s Day, Christmas. This is subject to availability and may vary.

Dior Products (1)

Can i get a list of ingredients for a product

If you have any questions about product ingredients, please contact our Customer Service Team via the details below.

 Contact Hours: Monday – Friday 11:30am - 7:30pm NZST, excluding New Zealand Bank/Public Holidays

Privacy policy (1)

What information do you retain

You can find out what information we collect, how we use your information, and how you can update or delete your information via our Privacy Policy.