Home > Customer Service FAQs
Frequently Asked Questions
For time sensitive requests such as order cancellations or address changes, please call us on 1-866-880-455

For time sensitive requests such as order cancellations or address changes, please call us on 1-866-880-4559.

Quick answers to common Customer Service concerns:

How do I check on an order I have placed?

You can check the status of your order online. Alternatively you may contact our Customer Service Team 1-866-880-4559 or email us. Please provide your order number when making enquiries.

Is it safe to use my credit card?

At darphin.eu, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.

In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

• Internet Explorer 6.0 and higher
• Mozilla Firefox 2.0.4 and higher
• Safari 2.0.4 and higher

How do I unsubscribe from email?

If you are a Registered Member of Darphin™ Online, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'.

If you have an account with Darphin™ Online, you may click on the link provided on the monthly newsletter to be removed from the mailing list.

How do I get Darphin™ samples?

Samples, when available, are offered to customers when placing an order and not on request through our Customer Services teams.

Does anyone else see the information that I provide to Darphin.eu?

We respect your privacy. Read our Privacy Policy for additional information.

What is your return/exchange policy?

We hope you are delighted with your order. However if for any reason you're not entirely satisfied with your goods, you may return any item in its original condition for a full refund within 14 working days of delivery. For more information please consult our Returns & Exchanges policy and our general Terms and Conditions page for Online Product Sales.

Why is my favourite product discontinued? What can I use now?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the world. If your favourite product has been discontinued please visit your nearest Darphin™ boutique where a beauty consultant will be happy to provide alternative recommendations.

Where can I buy Darphin™ products?

To find a Darphin™ boutique near you, visit our Boutique Locator.

Can you mail out samples on request?

Darphin are unable to mail out samples on request.
Please be advised that sample sizes of our products are not available for sale or general distribution. Samples are only available through online offers and at checkout with purchases where applicable, or at our retail store counter during promotional events.
We would like to suggest visiting one of our counters, where our representatives will be happy to demonstrate our products and aid you in deciding if the products are right for you. Please visit our Boutique Locator.

What should I do if I have a complaint?

Please visit the Contact Us section if you have a complaint, or e-mail XXXX.
Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.

What should I expect if I purchase a “Pre-Order” item?

Pre-Order is the ability to reserve a product prior to its official launch date. When you purchase a Pre-Order item, we will provide an estimated ship date for that item during the checkout process and in your order confirmation email.  If you have an account, this date is also visible in the Order History section. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs.  If multiple shipments occur, you will not be charged additional shipping, and any samples or promotional items ordered will be included in your first shipment.

When will I be charged for a Pre-Order purchase?

Darphin Online United States does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.

How can I cancel or edit a Pre-Oder purchase?

You can check the status of your pre-ordered items online at www.darphin.com if you have an account, or by contacting Darphin Online United States Customer Care. If you need further assistance or wish to cancel or make a change to your pre-order before it ships, please contact Customer Care at 1.866.880.4599 or by email at DarphinOnlineService@darphin.com.

Please note that any modifications to your order, including changes to your shipping address or payment method, must be made by cancelling your original order and placing a new order with the updated information and is subject to inventory availability at the time of the new order.