FAQ
We Answer Your Most Frequently Asked Questions!
Product Information & Advice
What does the perfect skincare routine look like?
Your skincare routine should be uniquely tailored to your skin and constantly adapt to your changing needs. First, you should find out which skin type you have. Our Skin Type Advisor can help you with that. If you would like to learn more about the most important steps and the right order to apply your skincare products, go here: DALTON Skincare Routine. Our DALTON Magazine has detailed articles about all things skincare, ingredients and beauty tips.
What skincare can I use when pregnant/breastfeeding?
In principle, you can use the entire DALTON skincare range when trying to conceive, during pregnancy and while breastfeeding, as these are cosmetic products that do not enter the bloodstream. For safety reasons, however, we recommend avoiding chemical peels and products with retinyl palmitate, retinol and retinal during pregnancy and while breastfeeding. These include our AHA Exfoliant, PHA Exfoliant, BHA Exfoliant, AHA Exfoliating Pads, Retinol Cream and the UNIVERSAL FACE CARE OXYGEN BUBBLE MASK. You should also avoid the Retinol Serum and the Azelaic Acid Serum.
Is it possible to combine products from different collections?
Our skincare collections can always be combined with each other. We don’t just have one miracle product, our miracle is the routine, where you can combine different products to create a unique, customized solution for your individual needs. This is important, because every skin has different needs – there is no “one size fits all”. Feel free to use our product finder questionnaire to find the best products for your skin.
Why do you charge a fee for the questionnaire with sample set?
We charge a processing fee, because the individual sample set creates additional work for us. However, you will receive a discount code in the amount of the processing fee with your sample set, which you can redeem with your next order.
Why do your face creams not have SPF?
We have decided not to include SPF in all our creams so that you can use them both as day cream and night cream. During the day, you can apply an additional sunscreen after applying the face cream.
When should I apply sunscreen in my skincare routine?
For effective protection, you should apply sunscreen after finishing your skincare routine but before make-up.
Do you offer fragrance-free products?
You can find all of our fragrance-free skincare in our category "Fragrance-Free Products".
How can I get advice?
You have the following options to offer you the best possible support: Contact form, e-mail: support@dalton-cosmetics.com and our questionnaire.
Was my order successful?
After successfully placing your order, you will receive an order confirmation by e-mail. If you have not received it, please also check your spam folder. Failing this, please contact our customer support.
When will my order be shipped?
We do our utmost to ship your order out within 1 or 2 days. However, there may be a slight delay if we experience a high volume of orders. We appreciate your understanding. As soon as your order leaves our warehouse, you will receive an e-mail from Pakajo or DHL with your tracking number, which you can use to track the status of your delivery.
Can I cancel or change my order?
We strive to get your products to you as quickly as possible. This is why, for technical reasons, it is unfortunately not possible to change or cancel your order at a later date.
I have a problem paying for my order. What can I do?
Problems with PayPal Express: If PayPal Express checkout isn’t working, please confirm the order again in the PayPal gateway. You will then be redirected to our order confirmation page.
Problems with other payment methods: Please make sure that all the required fields are complete and correct and that your bank supports the selected payment method. If you are still having issues, you can try a different payment method or try ordering on a different device. It might also be helpful to clear your cookies or use a different browser for ordering. If you continue to have payment issues, please contact our customer service.
What payment methods do you accept?
We accept payment via Apple Pay, Google Pay, PayPal, PayPal Express, Visa and MasterCard.
I cannot complete my order. What can I do?
Please try deleting all cookies first. You can also try ordering on a different browser. If you still cannot place your order and are logged into your customer account, you can try to place your order as a guest. If you have tried the above and are still experiencing problems, please use our contact form.
What if the item I ordered is not in stock?
In the unlikely event that not all the items you ordered are immediately available, we will send you the missing items free of charge as a partial delivery when they become available again.
How can I redeem my gift card?
Gift cards can be redeemed in the field 'Enter gift card code' in the shopping cart before checkout.
Why is my promo code not working?
Please make sure that all criteria for the code are met, that the promotion is still valid and that you have entered the code in the 'Enter promo code' field.
Why is my newsletter code not working?
Please make sure that all criteria for the code are met. The minimum order value is $40. The code is valid for six weeks and cannot be combined with other promo codes. The code cannot be used for gift cards and can only be redeemed once. Make sure you enter the code in the 'Enter promo code' field. If you continue to have problems, you are welcome to contact our customer service.
How does the digital gift card work?
With the virtual gift card you can have your gift ready in just a few minutes.
This is how it works:
Choose your gift card amount ($25, $50, $100).
Leave name and e-mail address of yourself and the recipient.
Add the gift card to your shopping bag and pay at checkout.
Surprise! The recipient will immediately receive an e-mail with the gift card amount and a unique code.
Tip: Give the gift card a personal touch and leave a message for the recipient.
I have not received my digital gift card by e-mail, what can I do?
The virtual gift card will be sent by e-mail to the address you provided - either to your own address or that of the person you wish to give the gift card to. If you or your friend have not received the code, please check your spam folder first. If you cannot find the gift card there either, please contact our customer service.
How long are gift cards valid?
Our gift cards are valid for three years.
Can I redeem multiple codes in one order?
Only one promo code can be redeemed per transaction.
What happens to my voucher if I have to return the order?
A promotional voucher code expires and cannot be reused as it is only valid for the duration of the promotion. If you made your purchase with a gift card, on the other hand, the amount will be credited to your account.
The offer has expired, what can I do?
A promotional voucher code expires and cannot be reused as it is only valid for the duration of the promotion. Subscribe to our newsletter to make sure you don’t miss any promotions.
How do I create an account?
To create a customer account, click on the 'Sign in' button at the top right. You will then have the option of creating a new customer account.
Creating a customer account doesn’t work. What can I do?
Please start by checking whether a customer account already exists with the e-mail address you entered. If so, try to log in and reset your password if necessary. If you do not yet have a customer account, please delete your browser history and cookies and then try again.
How do I reset my password?
To reset your password, please click on 'Forgot your password' next to the login button. You will then receive an e-mail where you can reset your password.
How can I change my address in my customer account?
To change your address, please log in to your customer account. You can edit your billing address and shipping address in the 'Address Book' section of your account.
Refer a friend program. What is it?
Are you completely happy with our products? Our 'Refer a Friend' program is the perfect way to give yourself and your friend a little treat! Find out exactly how it works here: Refer a friend.
Where can I see my reward points?
You can easily view your reward points in the 'Reward Points' section of your customer account.
How can I redeem my reward points?
To redeem your reward points, please complete your order as usual while logged into your customer account. During checkout, where you choose your payment method, you now have the option to redeem your reward points.
How can I sign up to your newsletter?
You can subscribe to our newsletter here:
Newsletter signup: Please don’t forget to confirm your registration!
Why have I not received a newsletter code?
To receive the code, you need to confirm your newsletter subscription. Have you already done this? Then please check your spam folder. Also make sure that you have not already registered for the newsletter in the past. If you still have not received a code, please contact our customer service.
Why is my newsletter code not working?
Please make sure that all criteria for the code are met. The minimum order value is $40. The code is valid for six weeks and cannot be combined with other promo codes. The code cannot be used for gift cards and can only be redeemed once. Make sure you enter the code in the 'Enter promo code' field. If you continue to have problems, you are welcome to contact our customer service.
How can I unsubscribe from the newsletter?
At the bottom of each of our e-mail newsletters you will find a link that you can use to unsubscribe from our newsletter at any time.
How long does shipping take?
The standard delivery time is 12 +/-3 days from receipt of order. If you place your order on a Saturday, Sunday or public holiday, the delivery time starts on the next working day. In the unlikely event that not all the items you ordered are immediately available, we will send you the missing items free of charge as a partial delivery when they become available again.
What are the shipping costs?
For orders under $50 we charge a shipping fee of $7.95 per order. Shipping is free if the order value is $50 or more.
Which countries do you ship to?
From our US online shop, we only ship to delivery addresses in the United States. If you wish to order from another country, please select your country here: Country selection.
How can I track my order?
As soon as we have shipped your order, you will receive an e-mail from Pakajo or DHL with your tracking number, which you can use to track the status of your delivery. If your parcel has been lost, please contact our customer service.
What do you use for packaging material?
We only use recycled packaging material.
How can I return my order?
If you would like to return a product, please use our contact form or send an e-mail to support@dalton-cosmetics.com. Returns are free of charge, if you use the DALTON return label we provide. Please remember to fill out our return form. You can download it here, fill it out and enclose it with your return.
How is my refund processed?
Once your return has been received and processed, we will provide a refund for the invoice amount within 14 days of our receipt of the goods. The refund will be issued in the same form of payment originally used for the purchase, unless we have explicitly agreed on something else. Please note that the additional costs for return shipping will be deducted from your refund if you return the goods freight collect.
Are your products tested on animals?
It goes without saying that we do not test our products on animals and only use raw materials that have not been tested on animals. As a provider of professional skincare products, we have a large base of test subjects that we use regularly and intensively to document the effectiveness and tolerability of our new developments.
Are your products vegan?
We have many vegan products in our range. You can find an overview of all vegan products here: "Vegan products."
What is your stance on sustainability?
Out of love for the sea and our desire to take responsibility, we have developed a 3-step plan to take big strides towards our goal of sustainability. You can find out more here: Sustainability strategy.
Is your shipping CO2-neutral?
We use CO2-neutral shipping with Pakajo and DHL GoGreen.
What do you use for packaging material?
We only use recycled packaging material.
How does your refill system work?
To become more sustainable, we have decided to offer refills for our jars. This means that the first time you buy your cream, you order the environmentally friendly glass packaging and on subsequent purchases you can buy the refill. The refill cups are made of recyclable material.
Why is no product coming out of my dispenser?
Sometimes products with a pump dispenser need to be primed when used for the first time. Simply press the pump dispenser several times in succession until the product comes out. If it still doesn’t work, you can contact our customer support team by e-mailing support@dalton-cosmetics.com.
How can I get the last bit of product out of the container?
For our pump dispensers we use a so-called airless system. These are dispensers with a bag that contracts after each pump so that almost no product remains in the dispenser. With our jars, you are welcome to use our metal spatula to get the last bit of product out of the container.
What are airless pump dispensers?
Our new containers are so-called airless pump dispensers. These are dispensers with a bag that contracts after each pump so that almost no product remains in the dispenser.
Are jars unhygienic?
Our creams are formulated in a way that you can open and remove them from the jar without concerns. Alternatively, you can use our metal spatula or opt for products with a pump dispenser.