FAQs

rders & Payment

What payment methods do you accept? We accept all major credit and debit cards, along with the digital wallet options available at checkout (e.g. Shop Pay, Apple Pay, Google Pay, depending on your region).

What currency are prices shown in? Prices are shown in GBP (£) by default. You can change your region/currency using the selector at the top of the site.

Can I change or cancel my order after placing it? If your order hasn't shipped yet, contact us as soon as possible at support@dirobel.com and we'll do our best to update or cancel it. Once an order has entered fulfillment, we may not be able to make changes.

I entered the wrong shipping address — what do I do? Email support@dirobel.com right away with your order number and the correct address. We can only make changes before the order ships.

Shipping & Delivery

Do you ship internationally? [Add your actual shipping zones here — e.g. "Yes, we ship to the UK, EU, US, and other select countries."]

How long will my order take to arrive? [Add your actual processing + delivery timeframes here — e.g. "Orders are processed within 1–3 business days and typically arrive within 5–10 business days depending on your location."]

How do I track my order? Once your order ships, you'll receive a confirmation email with a tracking number. You can also track your order any time using our Order Look Up page.

My order hasn't arrived yet — what should I do? First, check the tracking link in your shipping confirmation email. If it's been longer than the estimated delivery window, contact us at support@dirobel.com with your order number and we'll look into it.

Returns & Refunds

What is your return policy? [Add your actual return window here — e.g. "We accept returns within 30 days of delivery for unused, unopened items in their original packaging."]

How do I start a return? Email support@dirobel.com with your order number and the reason for your return, and we'll walk you through the next steps.

When will I get my refund? [Add your refund processing timeframe — e.g. "Once we receive and inspect your return, refunds are processed within 5–10 business days to your original payment method."]

Can I exchange an item instead of returning it? [Add your exchange policy here.]

What if my item arrives damaged or faulty? Contact us at support@dirobel.com within [X] days of delivery with your order number and photos of the item, and we'll arrange a replacement or refund.

Products

Are your skincare and beauty products authentic? Yes, all products sold on DIROBEL — including skincare, makeup, hair care, and beauty devices — are sourced as genuine, authentic items.

Do your beauty devices come with instructions? Yes, our home-use beauty devices (such as LED therapy masks and facial massagers) include instructions for safe use. If yours didn't, or you have questions about how to use it, email us at support@dirobel.com.

Are your products suitable for sensitive skin? Product suitability varies by item. We recommend checking the ingredient list on each product page and doing a patch test before first use, especially if you have sensitive skin or allergies.

Is a product currently out of stock — will it come back? Sign up using the "Get on the list" email signup on our site to be notified when it's back in stock, or email us and we'll let you know.

Account

Do I need an account to place an order? No, you can check out as a guest. Creating an account just lets you check out faster next time and track your order history.

How do I reset my password? Use the "Log in" link at checkout or on our site, then select "Forgot password" to receive a reset link by email.