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FAQ

Shopping with Douin

IS SHOPPING WITH DOUIN SAFE?

Douin was founded by people with more than 10 years in Hong Kong. We take your business seriously and, above all, want our customers to be happy. We accept a number of the most-trusted online payment methods available today.

HOW DO I RECEIVE ASSISTANCE WITH MY ORDER?

Our team of customer service representatives is standing by to assist customers along every step of the way - from just browsing, to ordering and shipping (and when necessary, returning as well). You can reach our customer service department by clicking "Contact us" in your order account with submitting the ticket, we will reply to you within 24 hours.

Products

WHAT PRODUCTS DO WE PROVIDE ?

WeWe're proud to create a comprehensive line of skincare and makeup that celebrates diverse beauty and brings out your best.

WHAT’S PREORDER?

Item that is not on hand and needs to be prepared for a period after the order is placed. We offer you a special discount for these exclusive Pre-Order new items.

Payments

WHAT PAYMENT OPTIONS DO I HAVE WITH DOUIN?

Douin accepts secure payments via PayPal, Visa and MasterCard.

WILL I BE CHARGED FOR CUSTOMS, TAXES, VATS, OR OTHER EXTRA FEES?

Douin does not collect fees for any costs other than the products we sell and shipping. in some unique cases, it is possible your local post office may request additional fees for customs, taxes or VATs. If you have any questions regarding such fees, please contact your local post office.

WHAT CURRENCY DOES DOUIN SELL IN?

Douin sells in 22 international currencies. They are as follows:

 

HOW TO PAY WITH A CREDIT CARD:

  1. Select your shipping address or create a new one;
  2. Enter your card details and click “Submit”;
  3. Your payment will be processed and a receipt will be sent to your e-mail address. The money would be deducted once you paid successfully.

Shipping

WHAT COUNTRIES DOES DOUIN SHIP TO AND HOW LONG WILL ARRIVE?

Douin ship products to countries around the globe. And it generally take three-to-five weeks to arrive at their destinations in Western countries by standard shipping. This timeframe begins from the time that a product is delivered to the carrier service by our merchants. Because we work with a number of different merchants, it is typical for items ordered from multiple merchants to arrive at their destinations separately.

Express shipping is available at an elevated cost for customers who wish to receive their items on an urgent basis.

HOW MUCH DOES IT COST TO SHIP MY ORDER?

We have two shipping method,  Expedited Shipping, Express Shipping.

Two solutions for delivery delay. (One out of three)

$5-$10 cash or 10%-15% off coupon code for second purchase
30%-100% shipping cost compensation according to the your situation

HOW DO I TRACK MY ORDER'S PROGRESS?

Users are able to track orders by accessing "Orders" under the "Me" section. Then select "Track"

If you have any trouble tracking an order on your own you can contact a member of our customer service department and provide your registered email address and/or order number.Just contact us by clicking  "Contact us"  in your order account with submitting the ticket, we will reply to you within 24 hours.

Refunds and Returns

HOW DO I RECEIVE MY REFUND?

  1. In the event you are unhappy with your order, we are able to provide full refunds to customers once the products are shipped back to us. In the event that shipping costs would exceed the value of your items, we will make an agreement with you on your unreturned items.
  2. Tips: Please do not make returns directly to the address on the package received. Please only send to the address that our customer service provided. Any return or exchange will be valid after accepted by our customer service center.

WHAT IF MY ORDER IS DAMAGED OR DEFECTIVE?

In the unfortunate case that one of our products arrives damaged or defective, we offer full refunds. We ask that you provide a photo of the product to our customer service department so that we may work to process your refund request. Please contact us by clicking  "Contact us"  in your order account with submitting the ticket, we will reply to you within 24 hours.

Unsubscribing from Douin

HOW DO I STOP RECEIVING EMAILS FROM DOUIN?

Douin provides the option to opt-out of future messages at the bottom of every email we send.

HOW DO I DELETE MY DOUIN ACCOUNT?

If you signed up for douin using your Facebook ID you may turn off douin's Facebook privileges using your computer or mobile device.

On your computer, visit http://facebook.com/settings/?tab=applications. Then select the "X" on the douin icon.

On your Facebook app, just choose "Account Settings" in the menu. Then choose "Apps" -> "douin" -> "Remove douin."

Unfortunately there is no option currently available for email-based users who would like to delete their douin account.

Contact us

Our customers' satisfaction is always our first priority. If you have any questions, suggestions or concerns, please contact us by clicking "Contact us" in your order account with submitting the ticket, we will reply to you within 24 hours. Or you can contact our online help directly.