FAQs

FAQs

Welcome to the Dulcidae Help Center. Below you’ll find answers to frequently asked questions about ordering, payment, shipping, delivery, order changes, returns, and product support.

If you still need assistance, please contact us at support@dulcidae.com. For questions about an existing purchase, please include your Order ID and the email address used at checkout so our customer care team can assist you more efficiently.

Ordering & Payment

How do I apply a promotional or discount code?

Add the products you would like to purchase to your shopping cart and continue to checkout. On mobile devices, tap "Show order summary" to locate the discount code field. On desktop, the promotional code box is displayed within the order summary area on the checkout page.

Enter your code and confirm that the discount has been successfully applied before completing payment.

Which payment methods does Dulcidae accept?

Dulcidae supports secure checkout through major payment methods including PayPal, Apple Pay, Google Pay, Visa, MasterCard, American Express, and Diners Club.

Available payment options may vary depending on your country, device, and checkout configuration.

How much does shipping cost?

Dulcidae offers worldwide flat-rate shipping at $5.99 USD per order, unless another shipping offer or promotion is displayed during checkout.

When will my payment be processed?

Payment is processed when your order is successfully submitted. Once your purchase has been confirmed, an order confirmation will be sent to the email address provided during checkout.

Shipping & Delivery

Does Dulcidae ship internationally?

Yes. Dulcidae ships to customers worldwide. Orders may be dispatched from the fulfillment location best suited to product inventory and the delivery destination.

How long does order processing take?

Orders generally require approximately 3 business days for processing, inspection, preparation, and packaging before being handed to the shipping carrier.

Orders placed during weekends normally begin processing on the following business day.

How long does delivery take?

After dispatch, delivery normally takes approximately 10–20 business days.

Actual transit times may vary depending on the destination country, customs clearance, regional carrier conditions, public holidays, weather, and other logistics factors.

How can I track my order?

Once your parcel has been dispatched, Dulcidae will send a shipping confirmation to your registered email address containing your tracking information.

You may monitor your shipment using the tracking link provided or through a universal shipment tracking service such as 17TRACK.

Why is my tracking information not updating?

Carrier tracking systems may require approximately 24–72 hours after dispatch before the first movement is displayed.

Temporary gaps between tracking updates are also common when parcels move between international distribution centers, customs facilities, or local delivery networks.

Why did only part of my order arrive?

Orders containing multiple products may sometimes be shipped separately from different fulfillment or distribution locations.

When this happens, each parcel may have its own tracking number and may arrive on a different date. Receiving one package does not necessarily mean that the remaining items are missing.

Order Changes & Cancellations

Can I change my shipping address after placing an order?

Address changes are time-sensitive. Please contact support@dulcidae.com within 12 hours of placing your order whenever possible.

Use the subject line "Urgent: Address Change" and include your Order ID, purchase email address, current shipping information, and the corrected delivery address.

We will make every reasonable effort to update your order, but address changes cannot be guaranteed after fulfillment has started or the parcel has been dispatched.

Can I change the items in my order?

If you need to adjust a product, quantity, shade, color, or other order detail, email support@dulcidae.com as soon as possible with the subject line "Urgent: Order Change".

Please include your Order ID, purchase email, and the exact changes you would like to request. Order modifications can only be made before warehouse processing has progressed too far.

Can I cancel my order?

Orders that have not yet entered fulfillment may be eligible for cancellation upon request. A small processing fee may apply where applicable.

Once an order has been dispatched, it can no longer be canceled.

Returns, Damage & Product Support

Can I return an item if I simply change my mind?

Dulcidae purchases are generally considered final sale. We do not normally accept returns or exchanges for change of mind, personal preference, or unwanted items after delivery, except where otherwise required by applicable law.

Please refer to our Return & Refund Policy for complete details.

What should I do if my product arrives damaged?

Please inspect your order promptly after delivery. If an item arrives damaged, contact support@dulcidae.com within 7 calendar days of delivery.

Include your Order ID, checkout email address, a clear description of the damage, photos or video of the affected product, and a photo of the external package or shipping label when available.

What should I do if my product has a quality or manufacturing issue?

If you believe your item has a manufacturing defect, please email support@dulcidae.com with your Order ID, purchase email, a description of the issue, and clear photographs or video showing the affected area.

Our team will review the information and determine the appropriate resolution.

What if I received the wrong product?

If the item delivered does not match your order, please contact our customer care team and provide your Order ID together with clear photos of the item received, including any visible packaging, shade names, or product labels.

What if an item is missing from my order?

Please first check whether your order was divided into multiple shipments, as separate parcels may arrive on different dates.

If all associated packages have already been delivered and an item is still missing, email support@dulcidae.com with your order details so we can investigate.

What resolutions are available for damaged or defective items?

Approved claims may be resolved through a replacement, partial refund, or full refund depending on the circumstances and the result of our review.

Do you offer product exchanges?

Dulcidae does not offer standard merchandise exchanges. Replacements are generally reserved for approved claims involving damaged, defective, or incorrectly fulfilled products.

Beauty Products & Product Care

Why does the product shade look slightly different from the photos?

Cosmetic shades and finishes may appear slightly different depending on lighting conditions, screen settings, natural skin tone, lip tone, and application method.

Small visual differences between online images and the product as it appears in person do not necessarily indicate a product defect.

How should I store and care for Dulcidae beauty products?

Storage and care requirements may differ between individual products. As a general guideline, keep cosmetics tightly closed when not in use and store them in a cool, dry place away from excessive heat, moisture, and strong direct sunlight.

Always follow any product-specific instructions provided on the relevant product page or packaging.

What should I do if a beauty product causes irritation?

Discontinue use if irritation or unusual discomfort occurs. Individual reactions may vary depending on skin type, sensitivity, and personal circumstances.

Tracking Delays & Lost Parcels

My parcel has not updated for several days. Is it lost?

Not necessarily. International shipments may remain at the same tracking status while moving between logistics centers or undergoing customs processing.

If tracking has shown movement within the last 7 calendar days, the shipment is generally considered to be progressing normally.

What if there has been no tracking movement for more than 7 days?

If your tracking record remains unchanged for more than 7 consecutive calendar days, contact support@dulcidae.com with your Order ID and purchase email address so our team can review the shipment.

What happens if my parcel is officially lost in transit?

If the shipping carrier or logistics provider confirms that an eligible parcel was lost before delivery, Dulcidae will arrange a complimentary replacement shipment.

What if tracking says delivered but I cannot find the package?

Please first check the delivery location, household members, neighbors, building staff, and any delivery information provided by the local carrier.

Dulcidae's fulfillment responsibility generally concludes once the carrier confirms successful delivery to the address provided with the order. We normally cannot provide refunds or replacements for parcels that are lost, misplaced, or stolen after confirmed delivery.

Customs, Duties & International Orders

Will I need to pay customs duties or taxes?

International orders may be subject to import duties, VAT, tariffs, customs charges, or other local taxes imposed by authorities in the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in Dulcidae's standard $5.99 USD shipping fee.

Where are Dulcidae orders shipped from?

Dulcidae fulfills orders through a global distribution network. Depending on inventory availability and your destination, products may be dispatched from fulfillment centers in the United States, Canada, Australia, Europe, or selected international manufacturing and fulfillment partners.

Order Emails & Customer Communication

I did not receive my order confirmation. What should I do?

Please check your spam, junk, and promotions folders first.

If you still cannot locate the confirmation, contact support@dulcidae.com using the email address associated with your purchase and provide any available order information.

I have not received a shipping or tracking email yet.

Tracking information is issued after your order has completed processing and has been dispatched.

Please allow approximately 3 business days for normal order processing and check your spam or junk folders for shipping notifications before contacting support.

How quickly will Dulcidae respond to my email?

Our customer care team reviews incoming messages carefully and generally aims to respond within 1–2 business days.

Business & Wholesale Inquiries

Does Dulcidae accept wholesale or business inquiries?

Yes. We welcome inquiries relating to wholesale opportunities, beauty product partnerships, retail collaborations, and other professional business opportunities.

Please email support@dulcidae.com with a brief introduction to your business and the nature of your proposed collaboration.

Still Need Help?

If you cannot find the answer you need above, please contact the Dulcidae customer care team:

Email: support@dulcidae.com

Telephone: +852 6192 2424

For questions concerning an existing purchase, please include your Order ID and the email address used at checkout so we can assist you as efficiently as possible.