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  • Where is my order?
    Once an order leaves us and is handed over to the shipping company we no longer have control of the order. We will do our best to work with you to try to correct any shipping problems you may run into with the shipping company. Once your order is shipped you will receive an email with your shipping company and their tracking information. If you track your order and notice that it is running late please do the following: 1-Contact the shipping company directly to find out where your package is. 2-Ask the shipping company when you can file a lost package claim with them 3-Contact us to let us know that your package is lost. We will work with you and the shipping company to try to get your order to you. 4-If your package is over 10 days late (10 days from the original estimated arrival date) please contact us so we can discuss next steps. HOLIDAY SHIPPING Please keep in mind that during the holiday season that ALL packages will take longer to get to you. Our normal 10 day delay will be pushed out to 15 days due to normal delay times this time of the year. WEATHER During the winter months weather can play a large role in how long packages take to get to their final destination. If the shipping company posts on their website that packages will be delayed due to weather we will have to push our normal 10 day delay period to the amount of time the shipper is posting on their website. In either of these situations please contact your shipping company first to see what the new estimated date is that your package will arrive.
  • My products were damaged during shipping, what do I do?
    We do our best to package all shipments with the best packaging materials available. However, there are times when the shipping companies do not treat packages with care and damage occurs. If your package arrives damaged please do the following: 1-Take pictures of the damaged package and the damaged products; the more images the better results you will have getting the claim approved. 2-Contact the shipping company ASAP in order to file a damaged package claim, the longer you wait the less likely the claim will be approved. 3-Contact us at deegollin@gmail.com with pictures of the damaged package and damaged products. 4- Keep the damaged good and packaging as many times the shipping company will require you to send it to them or take it to a local office. Although we do our best to package your products damage can occur. In most cases the shipping companies require the RECIPIENT (you) to file the damaged package claim and do not allow the SHIPPER (us) to take part in the claim filing. With that said we will do out best to help you with your claim filing, if needed. In the meantime please reach out to us within 24 hours of receiving the damaged goods with images of the damaged products and we will ship out replacements to you as soon as possible.
  • What about shipping products in hot weather?
    Please be advised that there are some products that we sell that do not do well when they have been exposed to hot temperatures for extended periods of time. Hot temperatures are defined as 90 degrees+ If you live in a location where you know your products will be exposed to these types of temps please be aware that some of your products may arrive separated. If this is the case please do the following: 1-remove product(s) from packaging, open product(s) and use a spoon or knife to stir the product. 2-After you have vigorously stirred the product place the cap back onto the item and then place it in the refrigerator (not freezer)*. 3-Leave it in the refrigerator over night. In the morning your product should be as good as new. If you live in an area where your products will be stored in temps that are higher than 85 degrees for extended periods of time you may want to store them in the refrigerator to extend their shelf life. *Never place any skincare products in the freezer. This can cause some of the ingredients to crystalize and then melt, causing your products to contain excessive water amounts making them more liquified.
  • Can I arrange to pick up my products verses shipping them?
    If you would like to pick up your products, vs shipping them we would be happy to arrange a porch pick up for your order. When checking out please select "local pick up" and once your order is completed we will contact you with information on your pick up. There is no charge for this service.
  • How will I know when my order has been shipped?
    We’ll send you an email as soon as your order is on its way. You can also check to see the progress of an order or to track it via the tracking number provided on your account page. We may ship items separately in the event of one or more of the items being delayed.
  • I have a question(s) about the ingredient(s) in the products, who do I contact?
    If you have any questions on the ingredients that we use in any of our products please feel free to contact us. In addition you can go online to our website and click on the product you have questions about. Each product will have a list of all the ingredients for your reference. Please email us with your questions or comments to deegollin@gmail.com. We will do our best to respond to you within 24-48 hours (M-F).
  • Should I use all my new skincare products at once?
    This really depends on the individual and the current (or past) condition of their skin. Our products contain little to no fillers making the active ingredients in the products more concentrated than most commercially manufactured skin care products. This means that If you have sensitive skin or are concerned about using new products on your skin PLEASE begin by introducing one product at a time for a 3-5 day time period. If you do not experience any negative responses begin to slowly introduce additional products. If you are currently experiencing any skin conditions like acne lesions or pustules please consult your dermatologist before you introduce any new products to your skin.
  • What is a patch test?
    Please do a patch test on all products that are new to you. Place a small amount of the new product on the inside of your arm, watch the area for at least 3-5 days to be sure you do not have an allergic reaction. This could consist of the area turning red, little bumps developing and/or the area becoming itchy. If any of these, or any other conditions, occur please discontinue use and contact us. We may ask you to send us an image of your reaction so we can evaluate the situation and provide the best solution for your specific skin care needs.
  • Do you accept cancellations?
    If you have placed an order on our website and then decide you would like to cancel that order please contact us ASAP. If your order has not been processed and/or shipped out we would be more than happy to cancel your order. However, if your order has been processed and shipped we will not be able to cancel your order and due to hygiene issues with skincare products we cannot accept any returns. Please reach out via email to us at deegollin@gmail.com
  • Why don't you accept returns?
    DeeDee Gollin Essential Skincare does not offer returns, exchange or refunds on any of our products due to the nature of the skincare business and hygiene requirements. While we understand that everyones skin is unique we encourage you to reach out to us before you make your purchase so we can talk about what products would work best for your skin type. Please feel free to use the "contact" form on the website or email us at deegollin@gmail.com. Skincare products that have been used cannot be restocked or reused. If you are not satisfied with your product please contact us within 14 days of your purchase so we can work together to create the best solution for your skin. Often a store credit works well so you can try something else from our product line. Shipping cost are non-refundable. If an exchange is applicable due to an allergic reaction you will be responsible for any return shipping costs. Please review our "exchange policy" on our FAQ's page. Thank you in advance for your understanding.
  • Do you offer exchanges?
    DeeDee Gollin Essential Skincare does not offer returns, exchanges or refunds on any of our products due to the nature of the skincare business and hygiene requirements. While we understand that everyones skin is unique we encourage you to reach out to us before you make your purchase so we can talk about what products would work best for your skin type. Please feel free to use the "contact" form on the website or email us at deegollin@gmail.com. If you are not satisfied with your product please contact us within the first 14 days of your purchase so we can work together to create the best solution for you. We are more than happy to work with you to find a new product more suitable for your skin type. If you have an allergic reaction to any of our products please follow these steps: a. discontinue use of product immediately b. contact us via email with images of the allergic reaction you experienced c. we will reach out to you to discuss next steps within 24-48hrs unless our shop is closed for a holiday, then we will respond once we are back. Thank you in advance for your understanding.
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