FAQ Fragrance & Beauty


FAQ Fragrance & Beauty

ONLINE SHOP (3)

I want to benefit from an advantage or promotional code?

We invite you to add the items to your basket and start the process of your order. During the order finalization stage, check the "Promo Code" box and enter your advantage code in the "Enter your Promo Code" field. You can benefit from one advantage code by order.

Does Dior offer samples and miniatures?

Every order comes with two complimentary samples. Orders over €100 will receive one miniature, and clients with an account will receive an extra miniature. Please note that the availability of all benefits, including promotional gifts and samples, is subject to change during order preparation.

How do I know if a product is available on Dior.com?

Some of our Dior items are available on purchase on our Dior.com site. In order to know the availability of an article, choose the product that interests you on our site and click on it. Two possibilities will be offered: if the "order" button appears, it means that you can order online. Know that only the available sizes will be displayed. On the other hand, it is possible that the item you are looking for is not available for online purchase, it will then be indicated "Find a store".

For any questions relating to the availability of products in stores, the House invites you to contact the boutique directly.

MY ORDER (5)

I have just finalized my order but I still have not received a confirmation email.

You can receive the confirmation email a few minutes after placing your order. Be sure to check the "spam" section in which the emails could be sent, depending on your messaging settings. If you do not receive an email, please contact Client Service.

Why was my order or my article cancelled?

Orders can be cancelled when the item is no longer available, when the order is abnormal (for example, the order does not meet the general conditions, the delivery address is inaccurate, the order is placed by a customer with whom there is a current dispute or the order exceeds the order thresholds) or due to an exceptional technical problem. We apologize for the inconvenience.

When an order is cancelled, an email will be sent and the bank debit will be released in the days that follow.

Orders are intended to be sold exclusively for end buyers for their personal needs and are not intended for resale or for commercial purposes. In the event of a suspicion of commercial activity, orders can be cancelled.

How many orders can I pass in one day?

If you wish to have a special gift box for every product, we invite you to place multiple orders. You can only place up to 3 orders per day

Can I cancel or modify my order?

From the moment you confirm your order by clicking on the "PAY AND ORDER" button, you cannot cancel or modify your order. However, upon receipt of your order, you may exercise your right of withdrawal under the conditions set out in the General Terms and Conditions of Sale. Please note that personalized and engraved products are not refundable.

How can I follow the status of my order? When will my order be shipped?

If you placed your order using your Dior customer account, log in to your customer area and click on "My Perfume & Beauty orders". You will then be able to check the status of your order:

  • Cancelled: the order has been cancelled or due to the unavailability of a product. It is also possible that the payment of your order has not been validated.
  • Pending: payment for the order has not been finalized. 
  • In Process: the order has been validated and is being prepared.
  • Completed: The order has been sent to the delivery address entered.

Order preparation can take from 1 to 4 working days. If your order is placed on a Thursday or Friday, it may be processed the following week.

PAYMENT (5)

Is online purchase on Dior.com secure?

All transactions carried out on the Dior.com website are highly secure. An SSL encryption system is used to protect personal and payment data. In addition, Dior undertakes not to keep any of your credit card details. Finally, we reinforce payment security with the 3D Secure system for Visa, Mastercard and American Express cards that are equipped with it. An additional step takes place at the time of payment, allowing us to verify the identity of the cardholder and validate the transaction. Each bank has its own authentication system. If you have any questions about your 3D Secure code, please contact your bank directly.

What are the means of payment accepted on the Dior.com site?

Payment for purchases on the Dior.com website is made by credit card Visa, Eurocard, Mastercard, American Express or Paypal.

I can't validate my purchase on the site. I am having problems at the checkout.

We invite you to check that the website on which you are trying to make the purchase corresponds to the country where you are going to send your order. We recommend that you delete your cookies and place your order using Google Chrome. If you are still unable to place your order, please contact our Client Service.

When will my credit card be debited?

Your card will only be debited when your order has been shipped. However, some amounts may appear as reserved when you place your order and it is confirmed.

How can I receive an invoice for my online purchase?

The invoice is entirely digital and will be sent to the email address you provided when placing the order, in the "Contact Information" field. It will be sent once the package is shipped.

If you wish to give a gift, please place your order using your personal email address. Please note, all order-related information, including the invoice and delivery notifications, will be sent to this address. Therefore, the recipient will not receive any of these communications. The recipient will only receive a delivery note containing the ordered products, but without prices.

You can also download your invoice from your customer account on our website Dior.com. Log in, then go to the "My Orders" section where you can click on the invoice you wish to save. If you placed your order as a guest, you can contact our customer service to obtain a copy of your invoice. We also invite you to create an account on Dior.com for easier access to your order information.

DELIVERY (8)

How do I get my order delivered?

Standard delivery (DPD): delivery takes 4 to 5 working days from dispatch.

  • Dior Members: Enjoy free delivery
  • Clients without a Dior.com Account: Shipping costs €4,90 for orders under €49, and is complimentary for orders over €50

 

 

Can I change the delivery address?

Unfortunately, we are unable to modify the delivery information you added when placing your order. We invite you to modify the delivery address directly on the carrier's platform once you have received the tracking number.

Has my order been shipped?

If you have made your order using your Dior customer account, you can follow the delivery of your order by connecting to your personal space, by clicking on "Fragrance & beauty Orders". Then click on the tracking number to be informed of the delivery status. This same follow-up number is communicated on the shipping confirmation email.
You can follow up on your order using the link below:
DPD

If you have made your order as a guest, we invite you to contact our Client Service. Our advisors will have the pleasure of informing you about the progress of your order.

I placed an order but I did not received my parcel. What can I do?

In the event of non-reception of your parcel within 10 working days, we invite you to contact our Client Service from Monday to Friday 9am to 5pm to +351 21 318 0038.

I want to be delivered abroad, how can I do it?

All orders placed on Dior.com can only be delivered in Portugal.

How to point out the absence of a gift (promotional object, sample) in a parcel?

We apologize for the inconvenience. However, all advantages, including promotional gifts and samples, are subject to availability when preparing the order.

How to report an incomplete order?

If your order arrives incomplete or with any defect, we invite you to contact our Client Service, provide photos of the order and information on the missing product (s).

Is my order delayed?

The preparation of orders takes between 1 and 4 days and shipping can take 1 to 5 additional days depending on the transport method you have chosen. Any exception or delay in delivery can lead to a difference in relation to the estimated date, including public holidays, weather conditions or shipping problems. If your order has not been delivered 10 days after placed, please contact our Client Service.

RETURNS (6)

Can I return my order?

If you wish to return your order, please take into account the return conditions for an acceptance of the refund of your order.

All products must be returned in their original packaging, unopened, in perfect condition, complete (accessories, bags, instructions, warranty, etc.) and accompanied by the duly completed return documents.

In the event of the return of products which have been the subject of a promotional offer including one or more gifts such as samples, pouches and gift boxes, all items must be returned by the customer to PCD. If one of them is not sent, we will not be able to accept the return and your refund will be blocked. We will not authorize any reshipment to the customer if the return decision is withdrawn.

Personalized or engraved products are not subject to refund, with the exception of damaged products.
The customer is advised to keep all proof of the return (tracking number, etc.).

I want to return my order, how should I do it?

We hope you like your order, but if you didn’t, you have 30 days to return it.

To assure a full reimbursement, all products must be returned in their original packaging, unopened, in perfect condition, complete (accessories, bags, instructions, warranty, etc.) and accompanied by the duly completed return documents.

In the event of the return of products which have been the subject of a promotional offer including one or more gifts such as samples, pouches and gift boxes, all items must be returned by the customer to PCD. If one of them is not sent, we will not be able to accept the return and your refund will be blocked. Personalized or engraved products are not subject to refund, except for damaged products. We will not authorize any reshipment to the customer if the return decision is withdrawn.

Once the item has been returned, received in our warehouse and if it meets the return conditions, the reimbursement will be made by credit or by bank transfer depending on the payment method used when purchasing online. For payment by bank card, the refund will be made within 14 days of receipt of the items by our warehouse.

 

Can I Return my product if it's engraved or personalized?

Engraved and personalized products cannot be returned except when due to defect.

Can I return several orders to the same box?

Unfortunately, it is not possible to return several orders in the same box. Please return each order in the corresponding box.

How long does it take to receive the refund after my return?

You will receive your refund within 14 calendar days after your returned order has arrived in our warehouse and has validated the return conditions. Your refund will be credited on the same bank account as the initial payment. If you have not received your refund within 20 calendar days after returning your parcel, please contact our Client Service.

Can I exchange my Dior product?

Unfortunately, it is not possible to exchange your Dior products. You can return your unwanted products if they are not open and if they meet the withdrawal conditions, and place a new order on Dior.com.

ART OF GIFTING (9)

Can you send my order as a gift?

Dior offers gift packaging for each order. Your order will be presented in an elegant box or Dior gift clutch, knotted by a satin ribbon. You will receive a box or a clutch for each order. This offer is valid within the limits of available stocks. Please make sure to choose the desired box at checkout.

Do you send a receipt to the box if my order is a gift?

For any order placed on our Dior.com site via your Dior account, you will receive an order confirmation and a receipt by email. Your receipt will also be sent with your parcel to the billing address you have indicated. You can also get a paper copy of your receipt from your customer account on the Dior.com site by going to the "My Orders" section then by clicking on the receipt you want to print. If you have placed your order as a guest, your receipt will be sent with your order to the delivery address you have indicated. If you wish to obtain a copy of the receipt, please contact our Client Service. No changes in billing address will be done after the order has been placed.

Can I join a personalized message to my gift order?

You can add a personalized message to your order during the payment process. You can use the Latin alphabet, numbers and punctuation. It is not possible to use symbols or emojis in your personal message.

What is the Art of Gifting?

Gifting is an art, and at Dior, art is the mark of unparalleled attention. The Dior gift box is a jewel box with a couture soul inspired by the workshops at 30 avenue Montaigne where our couture pieces are created. The ateliers' exceptional attention to detail is reflected in our Art of Gifting, making every Dior gift as extraordinary as it is unforgettable.

To help us reduce our environmental impact, your order will automatically be sent in a lightweight shipping box*. If it is a gift, please select the Couture Gift Box. *The minimalist shipping box is 46% lighter than the Couture Gift Box. Fully recyclable and made from 90% recycled cardboard. FSC™ certified. Each order is sent in a single box. If you require multiple gift boxes, please place several separate orders.

How can I get the special Couture Gift Box for special periods?

Our special Couture Gift Box is available during key periods such as Christmas, Lunar New Year, Valentine's Day, Mother's Day and Father's Day. Please note that receiving a special Couture Gift Box is not guaranteed and depends on both availability and size of your order.

Is each order accompanied by a Couture Gift Box?

You can choose between the ecological shipping box and the Couture Gift Box at checkout. All personalized orders (ex. charms, engravings) will be sent in an ecological shipping box. We will not be able to send the Couture Gift Box if you have chosen the green AOG at checkout. During special periods such as Christmas or Mother's Day, all orders will be accompanied by a special Art of Gifting. This special offer is subject to availability at the time of preparation.

What is the Couture Gift Box?

A beautiful box with the name Dior enhanced with sparkling gold, a textured fine paper and an elegant ribbon that brings a festive touch to the final presentation.

My order was not delivered in the special Couture Gift Box. Can you send me the empty box?

Unfortunately, we cannot ship an empty Couture Gift Box.

Does Dior use environmentally friendly packaging?

As a creator of more responsible and sustainable luxury, Dior now designs all its iconic gift packaging in 100% recycled and fully recyclable* paper and cardboard.

For an even more eco-friendly option, you can choose to refuse the gift box and packaging in favor of the lightweight shipping eco-box available exclusively on Dior.com. With its 46% weight reduction, this minimalist, fully recyclable* packaging saves over 2.5 tons of cardboard and the equivalent of one ton of CO2eq for 10,000 shipments.

* May vary according to location.

YOUR ACCOUNT (5)

How to create an account?

You can create your Dior customer account by clicking on the "Your account" section located in the top menu of our site. Then click on "Create an account" and provide the mandatory information reported by an asterisk. Finally, click on "Validate". A confirmation email will be sent to the email address provided when creating your account. If you need help or want more information, please contact our Client Service.

What are the advantages of creating an account?

Creating an account on www.Dior.com allows you to be quickly identified by the house during your purchases on the online store.
You can also:

  • Consult the history of your orders
  • Follow the delivery of your orders and returned products
  • Update your contact details

For your safety, Dior.com does not save information from your credit card and will in no way share your personal information with a third party.

How to register / unsubscribe to the Dior newsletter?

To register for our newsletter, we invite you to go to the "Newsletter" section in order to fill out the registration form. If you want to unsubscribe from our newsletter, click on the hypertext link at the bottom of each Dior newsletter. You can also contact our Client Service for any questions relating to the Dior newsletter, our advisors will be pleased to guide you.

How to recover the password from my account?

If you forgot your password, click on the "Your account" section then, on "Forgot password". An e-mail will be sent to you to reset your password.

Can I make changes or delete my account on Dior.com?

You can change your Dior account information in "Your account" section. Find out your username and password and, once connected, go to the "My profile" section to modify or delete information. If you wish to delete your account, we invite you to contact our Client Service which will accompany you in the steps to follow.

Dior PRODUCTS (4)

Are Dior products hypoallergenic?

Dior products are made to avoid the risk of allergies.

How can I find the ingredients of a product?

The ingredient listing is indicated on the packaging of all our products. If you have any questions, we invite you to contact our Client Service by phone at +351 21 318 0038, or by email, via the Contact section on Dior.com.

Does Dior test on animals?

Dior doesnt test product on animals.

Do Dior products contain gluten?

Dior products do not contain gluten in the ingredients of the formulas. In prevention and to go further in the fight against cosmetic allergies, Dior has removed all proteins, in particular from wheat hydrolysis of products. Despite the greatest attention with the follow -up system, Dior cannot certify that the products have not been in contact with gluten during the supplier production process.

CLIENT SERVICE (2)

How can I contact the House of Christian Dior?

We will be delighted to answer your telephone inquiries at the line Maison Christian Dior: Client Service from Monday to Friday 9am to 5pm to +351 21 318 0038.

To which address can I send a letter?

You can send us a letter to the following address: Parfums Christian Dior 33 rue Garnier 92200 Neuilly-sur-Seine, France

We also invite you to consult our "Dior and you" page to get all our contact details.

Dior & YOU (1)

I would like to apply for a job at Dior

We invite you to consult the "Carreers" section on the LVMH.com site. You will find all our job offers and updated internship, as well as the application forms.