Frequently Asked Questions

You have questions? We’ve got the answers. If you can’t find what you are looking for, just reach out to us!

Frequently Asked Questions

Topics

  1. All Topics
  2. Products
  3. Shopping & Orders
  4. Returns & Exchanges
  5. Accounts
  6. Club Doré Loyalty Program
  7. Subscriptions
  8. Wholesale

Products

What does Made in France mean?

Our products are manufactured in France using raw materials and packaging that is sourced globally. So when we say “Made in France,” we truly mean, made in France.

Are your products cruelty-free?

Yes, all Doré products are cruelty-free. We do not test on animals.

Are you products gluten, soy and nut-free?

There is no gluten, soy or nuts in the ingredients of our products, but they are manufactured in a facility that also manufactures products which may include these common allergens. Therefore we cannot confirm zero cross-contamination or that zero traces of gluten, soy or nuts may appear in our products. Please check all ingredient information on each product page and if you have continued concerns we recommend consulting with your doctor first.

Is there any fragrance added to your products?

No, there is no fragrance added to our products.

Do your products contain parabens, silicones or sulfates?

No, our products are manufactured without over 1,600 questionable ingredients, and that includes parabens, silicones and sulfates.

Do your products contain SPF?

No, our current range of products are free from SPF.

Are your products safe to use during pregnancy and nursing?

While all of Doré’s products are manufactured without over 1,600 questionable ingredients (including no parabens, silicones and sulfates), we find everyone’s skin and experience to be different. So we always recommend consulting with your doctor first if you are pregnant or nursing.

Are your products suitable for all skin types?

Yes, our products are suitable for all skin types, including those with sensitive skin. All of our products have been clinically tested under dermatological control.

Can I return the product boxes and packaging?

Yes! We know recycling beauty product packaging can be difficult, which is why we offer the option of sending empty Doré products back to us when returning your Boox Box. Simply place all used bottles, tubes and packaging in your Boox Box, scan the QR code on the Boox Box and follow the instructions to either drop your Boox Box off at a local facility or receive and print a pre-paid shipping label to return your Boox Box.

What are your packaging disposal guidelines?

Please refer to individual product pages for specific packaging and recycling details.

Do you offer refills?

We do not currently have refills available, but we’re working on it.

Can I use your products together? Is there an order they should be applied in?

Yes, our products are designed to be used together. We suggest a routine that consists of cleansing, treating and then moisturizing.

How long until I see results?

Our cells turn over on average every 28 days, so when you try any product you should expect it to take approximately 28 days before you start to see results.

Are your products suited for everyday use?

Yes, our products are suitable for everyday use, both morning and night.

Shopping & Orders

What is the policy on discounts and promotions?

Discounts and promotional offers cannot be combined with any other offer, and are not applicable to previous purchases. Sets, subscriptions, gift cards and limited edition items are excluded. Select offers are valid for first time customers only. Limited quantities, while supplies last. On a first come first serve basis. Additional exclusions may apply.

Doré can, in our sole discretion, cancel or modify any order due to unauthorized or ineligible use of any of our discounts and promotional offers.

Where is my order?

For questions on your order status please reach out to hello@wearedore.com

Where do you ship?

We currently ship to the continental United States plus Hawaii, Alaska, Puerto Rico, Canada and Mexico. 

Do you ship to P.O.Boxes?

Yes, we are able to ship to P.O. Boxes. 

Do you ship internationally?

We are excited to be able to offer our full range internationally through Cult Beauty. They are able to ship worldwide, however you may find that there are a few exceptions. Please check the full list of countries Cult Beauty ships to and any restrictions on their website.

If your home country is not on their list, please sign up for our international waitlist to know when Doré becomes available in your market. 

How long before my order ships?

All orders have a processing time of 24 hours, and are shipped as soon as possible following processing.

What are my shipping options and cost?

Doré offers a variety of shipping options based on customer’s needs. 

We currently ship to the continental United States plus Hawaii, Alaska, Puerto Rico, Canada and Mexico.

Ground shipping in the US can be expected to arrive within 2 to 7 business days. If shipping to Hawaii, Alaska and Puerto Rico, please expect 7 to 15 days.

We’re celebrating the holidays by offering free ground shipping on all US orders over $15.

FedEx 2Day® and UPS 2nd Day Air® in the US can be expected to arrive within 2 business days if the order is placed before 12pm EST. Please expect longer delivery times if shipping to Hawaii, Alaska and Puerto Rico. Express shipping costs are calculated at check out and are based on weight and destination. The best rate is always presented. 

FedEx Standard Overnight® and UPS Next Day Air® Saver in the US can be expected to arrive on the next business day after 4pm if the order is placed before 12pm EST. Please expect longer delivery times if shipping to Hawaii, Alaska and Puerto Rico. Express shipping costs are calculated at check out and are based on weight and destination. The best rate is always presented.

We are pleased to offer delivery to Canada and Mexico with Passport international shipping carrier.
Passport Priority Shipping may take up to 7 to 14 business days or longer for delivery, from when the package leaves the US warehouse. Arrival dates cannot be guaranteed.  Shipping outside of the continental US and to international destinations will be charged in USD.  International shipping rates including tax and duty are reflected at checkout.

Where can I find my tracking number?

Once your order is shipped, you will receive a shipping confirmation with a tracking number.

How do I change my shipping or billing address?

Please reach out to hello@wearedore.com to change your shipping or billing address. Changes after the 24 hour processing period cannot be guaranteed.

Why won’t my credit card go through successfully?

Unfortunately, we are not provided with any private individual account information.  Account holders can contact the credit card company to learn more.

Why was my credit card charged but my order was not confirmed?

Order confirmations are sent immediately after checkout to the email address used when the order was placed.  Be sure to check your spam and junk folders.  If still not received, please contact hello@wearedore.com for further assistance.

Why is my order’s tracking status stuck?

The order may appear stuck during order processing. Once the order is physically shipped from the warehouse the status will update.

Why has my order not been processed yet?

While we strive to ship every order the same day, we ask 24 hours for processing.  Please note, we ship Monday through Friday from 8am to 4:30pm EST.  Orders placed after hours will be processed and shipped the following day.

What forms of payment do you take?

We accept all major credit cards, American Express, Visa, MasterCard, Discover, Apple Pay, PayPal, Shop Pay, and Doré Gift Cards.

Can I include a gift receipt with my order?

Your gift note will act as the gift receipt.

Do you offer gift cards, and can I redeem them worldwide?

We do offer gift cards, which you can purchase here. While they can be gifted worldwide, we currently only ship our products to the continental United States plus Hawaii, Alaska and Puerto Rico. 

What if I made a mistake in my order?

Please reach out to hello@wearedore.com to correct any mistakes made to your order. Any changes after the 24 hour processing period unfortunately cannot be guaranteed. 

Can I change my order?

Please reach out to hello@wearedore.com to change your order. Any changes after the 24 hour processing period unfortunately cannot be guaranteed.

Can I cancel a pre-order or backorder?

Yes, please reach out to hello@wearedore.com to cancel a pre-order or backorder. 

Do you send samples?

No, not at the moment but please sign up for our newsletter to stay updated on any changes. 

What is a Boox Box?

We’ve partnered with Boox to deliver all of our orders in reusable Boox Boxes, which are made of super durable, corrugated polypropylene and are designed to be flattened, returned, refurbished, and used again and again. One Boox Box ultimately delivers many orders, thus reducing our environmental footprint. 

Can I return a Boox Sustainable Shipping Box?

Yes, Boox Boxes are designed to be returned and reused. Scan the QR code on the Boox Box and follow the instructions to either drop your Boox Box off at a local facility or receive and print a pre-paid shipping label to return your Boox Box.

What if there is no return place for a Boox Box near me?

There are approximately 7,000 places across the US where it’s possible to drop off a Boox Box, on average it should be a 10 minute ride from your location. In the instances that isn’t the case, there is a prepaid label that can be used to return the Boox Box. 

What happens when you can no longer use a Boox Box for another shipment?

Each box can be reused 10+ times before it reaches the end of its life. At that point the material is recyclable and will be made back into another Boox Box.

Do you clean all Boox Boxes before reusing them?

Yes, all Boox Boxes are cleaned and sanitized before being used again. 

Returns & Exchanges

Can I return or exchange my order?

We want you to love Doré. If something in your order did not meet your expectations, please email hello@wearedore.com within 30 days of receipt for further assistance.

Please note that we can only accept refund requests for orders placed through wearedore.com. At this time, we are not able to refund the initial cost of shipping or cover the shipping cost for returns.

My package was never delivered or delivered damaged? What can I do?

Please reach out to hello@wearedore.com so we can help rectify any issues. 

What if I received the wrong product or missing a product?

Please reach out to hello@wearedore.com so we can help rectify any issues. 

Accounts

Where can I create an account, and what are the benefits of having one?

Accounts can be created here. Benefits include faster checkout, easy access to order history, subscriptions and Club Doré perks.

Where can I review my order history and subscriptions?

Log into your account here to view.

Is my personal data safe?

We have implemented measures in an effort to safeguard the personal information in our custody and control. Such measures include, for example, limiting access to personal information only to employees and authorized service providers who need to know such information for the purposes described in this Privacy Policy, as well as other administrative, technical and physical safeguards. Additionally, our service providers are not authorized to use or disclose your Personal Information for any purpose other than providing the services to us or on our behalf, or as otherwise may be required by applicable law. While we endeavor to always protect our systems, due to the inherent nature of the Internet as an open global communications vehicle and other risk factors, we cannot guarantee that any information, during transmission or while stored on our systems, will be absolutely safe from intrusion by others, such as hackers.

For more information, see our Privacy Policy.

How do I recover my login details?

You can go to the account page and follow the instructions to reset your password.

Can I update my email address/shipping address/methods of payment?

You can log into your account here and edit your personal details under the Manage Account tab. If you need any help, please reach out to hello@wearedore.com.

Will you share my information with any third parties?

Your personal information and safety are important to us.

Information Received from Third Parties

The Company may receive or collect information, including personal information, from clients or third parties. Some of the personal information collected may be de-identified or “scrubbed” in order to render it anonymous. The Company may use such third-party information it receives for the following purposes:

To deliver relevant marketing communications, and other lawful purposes related to the Company’s provision of the services.

To gather information about users' online activities from their interaction with advertisements, across the Site and other internet sites or mobile apps, and supplement such information with information from clients or third parties (such as parties that perform web analytics) in order to make inferences about users' consumer and other interests. The Company may then use this information to create customized advertising campaigns, promotions, and e-mail blasts for our clients, as well as for other marketing-related purposes.

The Company may combine information with data collected or received from other sources to create a database of consumer and other data (i.e., “aggregated data”), and to use such aggregated data for a variety of purposes, including for unrelated advertising, marketing, and analytical activities.

For more information, see our Privacy Policy.

Club Doré Loyalty Program

How do I join the Club Doré loyalty program?

Please sign up here to join our loyalty program. 

Is there a cost to join?

There is no cost to join the Club Doré  program. 

What are the benefits of signing up?

Our loyalty program consists of three distinct levels, with the perks increasing as you access each additional level. Perks across all levels include surprise birthday gifts, free shipping on select orders, early access to new products, exclusive access to limited edition products, invitations to IRL events, and so much more. 

Please visit Club Doré here to learn more about the program and its benefits.

Will I receive reward points for purchases I made before creating my rewards account?

Please contact us at hello@wearedore.com to check on previous purchases. Pre-order customers will need to set-up an account for their loyalty status to be redeemed.

When do my rewards points expire?

Your rewards points will expire at the end of the program year. Our current program year begins May 1, 2022 and ends April 30, 2023.

How long does my rewards status last?

Your rewards status will last until the end of the next program year.  Our current program year begins May 1, 2022 and ends April 30, 2023.

How are rewards points redeemed?

Rewards points can be used in increments of 100 points. 

Can I return my order if I have used rewards points for a discount?

Yes, and the points used will be returned to your account as well.

Who is eligible to join Club Doré?

To join Club Doré you must be at least 18 years of age or older, have a valid email address and be a legal resident of the United States (inc. territories and possessions), with a valid U.S. shipping address. 

What are Club Doré’s terms and conditions?

Club Doré’s terms and conditions are outlined in the loyalty program FAQ’s. Please also note our Privacy Policy and Terms of Use on the site. By signing up for Club Doré you are consenting to receive notifications and loyalty program related marketing emails. 

How do I earn points?

You can earn points in a myriad of ways. First, simply by creating an account. Second, by shopping for all Doré products. You can also earn points by signing up for the email newsletter, writing a product review, or recycling a Boox Box. You can read about all the ways you can earn points here.

How do I redeem my points and rewards?

To redeem your points you must be logged into your account when checking out. You will then be given the option to redeem your points, if applicable. 

Which products can rewards be redeemed on?

Points can be redeemed for all single products in addition to all bundles. 

Can my account be canceled?

Yes, you can cancel your account and withdraw from Club Doré at any time. Your tier status, all rewards and all points will expire at time the account is canceled. 

Doré can, in our sole discretion, terminate any Club Doré membership if we deem the customer in question fails to comply with the program rules as outlined in the loyalty program FAQ’s, our Terms of Use or our Privacy Policy.

Can I withdraw any product reviews I shared?

Yes, please email us at hello@wearedore.com and we will assist you in withdrawing your reviews. 

Subscriptions

How can I set up a subscription?

When purchasing our skincare products you have the option to make a one-time purchase or to set up a recurring subscription at a 10% discount.

How often will I receive my products?

Subscriptions are set up on a monthly basis, ranging in frequency from once a month to once every three months, depending on your specific needs. 

Can I change the ship date of my next subscription order?

Yes. You will receive advanced notification prior to your next shipment and will have the option to make adjustments necessary.

Can I change the shipping address of my next subscription order?

Yes, through your account or by reaching out to hello@wearedore.com.

Can I pause or cancel my subscription?

Yes, you can pause or cancel your subscription at any time by logging into your account here.

Can I purchase a subscription as a gift?

Yes, you can purchase a subscription as a gift for someone. Either through your account or by reaching out to us at hello@wearedore.com

Can I buy your products without a subscription?

Yes, you can always buy our products without a subscription. 

Wholesale

Can I stock your products?

Yes, we do offer wholesale orders. Please reach out to wholesale@wearedore.com for more information. 

Where can I learn more?

Please reach out to wholesale@wearedore.com for more information. 

Still have questions? Get in touch!