Customer Service - FAQs
Try chatting live with our online Beauty Advisors! They learn from the best; our very own Tom Pecheux - Creative Makeup Director, world-renowned makeup artists, as well as favorite of top photographers, editors and designers. Chat with our Online Beauty Advisors via Live Chat for a fully customized look and upload your photo for customized tips and tricks. Another option is our How-To Video collection for specific techniques such as the Simple Smokey Eye. Learn how to apply a full face in just 3 Minutes.
Returns or exchanges for purchases made in an Darphin retail store or department store counter location may not be returned to darphin.ca. If the item you wish to return was not purchased through darphin.ca, we recommend returning to the place of purchase for resolution.In the event you are unable to return to the place of purchase, please contact our Consumer Communications Department at firstname.lastname@example.org for assistance.
Returns or exchanges for purchases made online may not be accepted for return or exchange at an Darphin Counter. At darphin.ca, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your darphin.ca purchase, we will be happy to exchange the item or issue a refund upon its return.To view our return and exchange policy visit our Online Customer Service Center.
If for any reason you are not completely satisfied with your Darphin Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of the purchase or exchange for another item. If you wish to return or exchange an item purchased through darphin.com, please click here for step by step directions. Please note that darphin.com Cards and eGift Cards cannot be returned or exchanged.
For information on a specific order you've already placed, click here for your Order Status. Otherwise, read below for general details:
We're open and accepting orders! Due to potential delays with our shipping carrier partners, the delivery of your order may take longer than normal. You can track shipping progress with the tracking number provided within your shipping confirmation email and once the carrier processes the order in their systems. We apologize for any inconvenience and appreciate your understanding. We are committed to delivering your orders as soon as possible!
Orders shipped via Standard Shipping are delivered within 5 -7 business days from the order's ship date. Most Standard orders are processed and shipped within 1-2 business days, depending on product availability. Orders destined for P.O. Boxes will be delivered within 6-14 business days of the order's ship date. Please note: orders are shipped and delivered on business days only (Monday through Friday, except major holidays).
Most items may be shipped to a P.O. Box or Military APO/FPO addresses, but some restrictions apply.Orders being sent to P.O. Boxes or Military APO/FPO addresses must be shipped via the United States Postal Service and cannot be shipped via 2nd Day or Overnight Priority service.
We currently accept orders for delivery within Canada only. We apologize for any inconvenience.
At darphin.com, 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. We have used government approved encryption software. To find out more about SSL encryption software go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
• Internet Explorer 6.0 or higher
• Firefox 1.0.4 or higher
• Safari (MAC Only)
You may submit your order via email at DarphinOnlineService@darphin.com. Our Online Service Experts are available seven days a week, twenty-four hours a day.
Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. Many email programs allow you to designate messages from darphin.com as legitimate email, ensuring that all future correspondence regarding your darphin.com order will be accepted. If you have further questions, please contact us at DarphinOnlineService@darphin.com. Some helpful tips:
IF YOU USE AOL
1. Open the email message.
2. Click "Add to Address" icon.
3. The name and email address from email are pre-populated in the Add Contact pop-up. Verify that the information in these fields is correct.
4. Click "Save.
IF YOU USE YAHOO
1. Open the email message
2. Click the "Add to Address Book" link on the far right.
3. The address will be automatically entered into your Yahoo! Address Book.IF YOU USE HOTMAIL 4. Open the email message.
5. Click "Save Address(es)" at the top of the message header.IF YOU USE MSN
6. Open the email message.
7. Click "Save Addresses" on the right.
8. Select the check box next to the address you want to save. You can also make changes to the contact information.
9. Click "Save."
If you are a registered member of darphin.com, you can easily change any of your personal information on sarphin.com by signing in, clicking on "My Account" and following the onscreen instructions.Click here to change your email address now.If you are not yet a registered member, we recommend that you sign up for our free email newsletter. You'll hear about free samples, free shipping and other special offers. And you'll be among the first to know about the latest launches and looks. It's free, fun and absolutely fabulous—click here to sign up today.
Please contact us within 1 hour of order placement via email at DarphinOnlineService@darphin.com and we will do our best to accommodate your request to change or cancel your order.
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist in finding you a new alternate favorite. Chat with Darphin Beauty Advisors. For assistance in locating a discontinued product for purchase, please contact our Corporate Headquarters via email at DarphinOnlineService@darphin.com between 9 am and 5 pm ET Monday – Friday, and a member of our Gone But Not Forgotten program will be happy to assist you.
Go to our email submission form, or email us at DarphinOnlineService@darphin.com.
At The Estée Lauder Companies, the safety of our consumers is our highest priority. We utilize the latest advances in non-animal safety testing and human volunteer testing to deliver products of the highest safety and quality to our consumers. We do not test our products or ingredients on animals, or ask others to test on our behalf, except where required by law. We are proud that we were one of the first cosmetic companies to establish that cosmetic safety can be demonstrated by non‐animal testing methods. There are, however, still some countries that believe they need to conduct or require animal testing in order to validate the safety of cosmetic ingredients or products. Our Company and all of our brands remain dedicated to the elimination of animal testing on all cosmetic products and ingredients worldwide. We believe that animal testing should not be needed to validate safety of cosmetic products or ingredients and we are encouraging the use of alternatives and the elimination of such animal testing globally.
Darphin products are available at select locations across the US, Canada and around the world. To find an Darphin Counter near you in the US or Canada, click here to visit our Store Locator. And of course, if you are a U.S. or Canadian resident, you can shop online right here at darphin.com.
Consumer safety has always been a top priority at The Estee Lauder Companies Inc. We are committed to selling only safe products and work diligently to ensure that our formulations and packaging meet our exceedingly high standards and comply with applicable regulations in every country in which our products are sold. The Estée Lauder Companies is committed to ensuring the safety of our products and the well-being of our consumers. The ingredients used in our products have been tested and found to be safe when used as intended. Our strict product safety process includes review, evaluation and testing of ingredients and finished products. We continually reference peer-reviewed scientific research and evaluate our use of ingredients consistent with prevailing scientific opinion, related regulations, and our commitment to bringing our consumers high-quality, innovative products that comply with regulations everywhere in the world where we do business.
To find your perfect match, it is important to consider your skintone, desired coverage and finish. Our online Beauty Advisors are here to assist you with finding the perfect intensity level (depth of color), undertone (overall cast of skin when bare) and formula to achieve a flawless look. Click here to chat live with an Online Beauty Advisor for one-on-one advice. For the most custom-fit recommendation, we suggest our Photo Upload Chat which is available Monday through Friday 10am -6pm EST. If you prefer to explore on your own, visit our Foundation Finder, available 24/7.
The first digit represents the shade’s Intensity Level. Darphin Levels range from 1 (the lightest) to 6 (the deepest). The letter indicates the undertone. "C" represents cool/pink, "W" represents warm/yellow, and "N" is neutral (no predominant undertones). The last digit is the depth of color (for example 1 would be lighter than 2).
An undertone is the overall visible tone of your skin when it is bare. You are Cool if your skin has a rosy pink cast. You are Warm if your skin has a golden or olive cast. If your skin does not seem to be warm or cool, you most likely have a Neutral undertone. If you are still unsure, Click here to chat live with an Online Beauty Advisor for one-on-one advice.
Based on six key skincare concerns, Darphin created customized skincare systems – a combination of repair and moisturizer products – to target each concern. These systems are called Beautiful Skincare Solutions. You can learn more about each line and find your best fit by visiting our Skincare Finder. For one-on-one guided assistance, simply Click here to chat live our online Beauty Advisors.
Beautiful Skin Solutions are targeted to your specific concern with high performance products, advanced science and proven results. Re-Nutriv is our luxury line of SuperCremes, which combines repair and moisturizing benefits in one formula. If you have additional questions, click here to chat live with an online Beauty Advisor for professional assistance.
Yes, we do! This is a concern for many and Darphin has highly effective anti-aging products that are also oil-free. Advanced Time Zone Age Reversing Line/Wrinkle Crème Oil-Free Broad Spectrum SPF15 (Anti-Wrinkle Beautiful Skin Solutions) and Resilience Lift Firming/Sculpting Face and Neck Crème Oil-free Broad Spectrum SPF15 (Lifting/Firming Beautiful Skin Solutions) are just two available options. For more information, visit our Skincare Finder or click here to chat live with an online Beauty Advisor.
Let us help you find your favorite product! To learn more about how our Gone But Not Forgotten team might help you locate your product, please visit us at http://elcompanies.com/Pages/Gone-But-Not-Forgotten.aspx. You may also Chat Live with our online Beauty Advisors for suggestions on similar alternatives.
Yes, we suggest using a serum day and night before applying your moisturizer. Serums are highly concentrated, provide immediate and long term results as well as boost and support the natural functions in the skin. Moisturizers help rebuild skin’s protective barrier and feature anti-aging technologies to target specific concerns. Click here to learn more.
Yes, you may layer your favorite Darphin eye crème over Advanced Night Repair Eye Serum for advanced repair benefits, both day and night.
A fragrance choice is a personal one and that’s why we have experts on hand to assist. You may Chat Live with our online Beauty Advisors to learn more about the notes and experiential nature of each fragrance.
We have high performance moisturizers with and without sunscreen. To find the one that is right for your needs, please click here to Chat live with our online Beauty Advisors.
Yes, we do! If you do not see information regarding a promotion on our site, visit the Special Offers page on our site at darphin.com.cn or CONTACT US via email, phone or chat for assistance. We also welcome you to visit our Store Locator for local Darphin contact information, to inquire about promotions in your area.
Everyone loves an Darphin gift! These precious collections often include sample sizes and even full-sizes of Darphin favorites. They're a great way to try new products or enjoy travel sizes. And it's all yours free when you make an Darphin purchase.*To find out about upcoming Darphin Gift promotions in your area, click here to visit our Store Locator.
To hear about exclusive gifts online at darphin.com, click here and sign up for our email newsletters.* Minimum purchase price varies and is exclusive of taxes and other charges. One gift to a customer, please, per event. Offer good while supplies last. Quantities limited.
For assistance with locating an Darphin product that has been discontinued, please contact our Corporate Headquarters via telephone at 1-866-880-4559 between 9am and 5pm ET, Monday through Friday and ask to speak with a Gone But Not Forgotten Representative. Please note that a search may only be initiated for products within Darphin's basic product line. We regret that we are unable to conduct searches for seasonal, limited edition, or promotional products. If we are able to locate the product you have requested, you may purchase up to 6 units (depending upon availability). Gone But Not Forgotten items are available for shipment to locations within the U.S.
Whether it's your wedding, a fancy office party, or a romantic anniversary dinner, we'd be happy to help make your special event a truly beautiful one. At the Darphin Counter: You are always welcome to stop by for a complimentary makeover or Two-Minute Touch-up. These services are free at every Darphin Counter, every day, as part of our Signature Services.For more in-depth bridal consultations and makeovers, please note that each store has its own policy, based on a variety of factors including scheduling and availability. Therefore, it is always advisable to call the Darphin Counter to inquire about whether the service is available and to set up an appointment well in advance of your wedding date. This will insure that time is set aside for you and your Darphin Beauty Advisor to have a one-to-one discussion about your individual makeup needs. Click here to visit our Store Locator.
At the Darphin Spa: The Darphin Spa has a variety of luxurious treatments and services for brides. Click here to learn more and to find an Darphin Spa near you.
We're sorry, samples are not available for general distribution upon request. Periodically, sample offers are made to our registered members. We invite you to register with darphin.com today to begin enjoying all of the benefits of being a registered member. Please click here to learn more and to sign up.
If you desire to "try before you buy," please know that it is our policy to accept returns or exchanges. If for any reason you are not satisfied with a product purchased at darphin.com, simply return the unused portion to us for exchange or refund.
If you need any assistance in selecting the Darphin products that are right for you, chat with and Online Beauty Advisor will be happy to assist you with a personalized skincare or makeup recommendation. .
We are always in search of bright, energetic individuals to represent Darphin. To learn more about the exciting opportunities available at the Darphin Counter, please visit our Careers page: Careers at Darphin
For employment opportunities within our corporate office, visit Estée Lauder Companies careers.
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.
Darphin Online Canada 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.
You can check the status of your pre-ordered items online at www.darphin.ca if you have an account, or by contacting Darphin Online Canada 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.