FAQs

General Questions

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.

Do you offer gift cards?

Not right now, hopefully soon.

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.

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.

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!

How do I cancel an order?

Please email us at support@dieuxskinsupport.zendesk.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.

Where can I find more information on Awakening?

Read all about our price transparency, testing and what you need to look for in a safe hand sanitizer here.

Shipping

Do you ship outside the US?

We only ship to the US for all our products. We ship the Forever Eye Masks and Awakening to Canada. Our serum Deliverance cannot ship to Canada due to laws on transporting cannabinoids across international boarders. Anyone have a direct line to Trudeau? Email us.

Where do you ship?

We ship everywhere in the continental U.S. except Hawaii, Alaska, and Puerto Rico. We also ship to Canada, the price of which is inclusive of duties. Again, we cannot ship Deliverance to Canada (see above). We are working on shipping options and are hoping to update this.

Do you offer free shipping?

US Shipping is a flat rate of $5.00 when the order is under $45. Deliverance has free US Shipping shipping. If you’re in a rush, we also offer expedited shipping for $16.99 but please note, the package can take up to 3 days to leave our warehouse.

When will my order ship?

If you buy our eye masks or hand sanitizer, it will ship within 3-5 business days of ordering.

When will my order arrive?

It can take up to 14 business days + from leaving our warehouse to arrive to you. We’ll send you an email with all the details as soon as your goods leave our warehouse. *Please note, with COVID restrictions we have noticed some slight shipping delays, these are shipping times are estimates.

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: www.usps.com⁄help⁄claims.

Return Policy

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 $40. 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.

Route Package Protection

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.

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.

How Do I Best Use The Forever Eye Mask?

Read our full blog post explaining how to best use them here.

Ethos

Are your products clean? Are they safe?

This is a difficult question for us to answer. More skincare is coming out later this year and we spent two years on our serum’s formulation ensuring the sourcing, testing and stability were to our standard (higher than the heavens).

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.

Are our products tested and safe? Yes. 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.

For any question 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. support@dieuxskinsupport.zendesk.com.

Are you vegan and cruelty-free?

Dieux is proudly vegan and cruelty-free.

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.

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.

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.

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.

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.

Sustainability

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.

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.

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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Confessional

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

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