Frequently asked questions
Get quick answers about orders, shipping, products, returns, and professional purchasing.
Orders & Payments
Do I need to create an account to buy?
No. You can make your purchase as a guest or create an account to check your orders, addresses, tracking, and any store credit.
What payment methods do you accept?
Available methods will appear during checkout. All transactions are processed securely via Shopify and the payment providers enabled in the store.
Can I modify or cancel my order?
Please contact us as soon as possible. We will do our best to assist you, but we cannot guarantee modifications or cancellations once the order has begun preparation, has been packaged, or handed over to the carrier.
How do I know if my order was confirmed?
After completing your purchase, you will receive a confirmation email with your order details. Please also check your spam folder.
Shipping
Where do you ship?
We currently ship only to the 48 contiguous United States and Washington D.C.
We do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, international destinations, military addresses, or P.O. boxes.
How long does it take to process an order?
Orders are typically processed within up to 5 business days after payment confirmation.
This timeframe is separate from the carrier's transit time.
How much is shipping?
The corresponding cost will be shown during checkout based on the destination, order characteristics, and available service.
Do you offer free shipping?
Yes. We offer free standard shipping on orders of $75 USD or more, after discounts are applied and before taxes, for eligible addresses.
How can I track my order?
Once your order has shipped, you will receive an email with the available tracking information.
My order shows as delivered, but I can't find it. What do I do?
Please check the delivery address, areas near the entrance, and consult with family, neighbors, reception, or building staff. We also recommend contacting the carrier directly.
You can write to us for guidance, but we cannot guarantee a replacement or refund when the carrier confirms successful delivery to the provided address.
Returns and claims
Do you accept returns?
We accept claims only when the product arrives damaged, has a manufacturing defect, is different from what was ordered, or an item included in the order is missing.
How long do I have to file a claim?
You must contact us within 48 hours of the carrier's recorded delivery.
What information should I send?
Includes:
- Full name.
- Order number.
- Description of the problem.
- Photographs of the product.
- Photographs of the outer and inner packaging.
- Photograph of the shipping label.
- Evidence of damage, defect, incorrect product, or content received.
Keep the product and all packaging until instructed.
Do you accept returns for change of mind?
No. Due to the cosmetic and hygienic nature of the products, we do not accept returns for change of mind, personal preference, incorrect choice, or lack of expected results.
We also do not accept products that have been opened, used, tested, tampered with, or are missing their original packaging.
How do I get a refund?
When a claim is approved, we may offer a replacement, store credit, partial refund, or full refund, as applicable.
Refunds are issued to the original payment method, unless store credit is expressly agreed upon.
Hair products and care
How do I know what product my hair needs?
You can browse our products by treatment and choose according to your hair's main need: repair, hydration, post-keratin, anti-hair loss, styling or routines.
You can also consult our Hair Guide for recommendations and guidance.
Are the results the same for everyone?
No. Results may vary depending on hair type, condition, history, frequency of use, and application method.
What should I do before using a product?
Review the ingredient list, instructions, and manufacturer warnings. Perform a patch test where appropriate and discontinue use if an adverse reaction occurs.
Are the products original?
Yes. D’Liso Beauty Care selects original professional brands and products through its distribution channels.
Are some products exclusively for professionals?
Yes. Some products may be indicated for professional use. In these cases, they should only be used by people with the appropriate training, experience, or license.
Professionals
Does D'Liso work with salons and beauty professionals?
Yes. D'Liso Beauty Care offers services for salons, stylists, and hair care professionals.
How can I request professional information?
Fill out the form available on the Professionals page with your details and Texas professional license number.
The D'Liso team will contact you to better understand your needs and share the relevant information.
Does submitting the form guarantee professional terms and conditions?
No. Submitting the form does not guarantee approval, special pricing, benefits, or commercial terms. Each request is managed according to the business's profile and needs.
Customer Service
How can I contact D'Liso?
You can contact us by:
Email: info@dlisobeautycare.com
Phone: +1 (713) 494-3954
To help us identify your query, please include your name and order number where applicable.
How long until I receive a response?
Response times may vary depending on the volume of inquiries. For complete claims, D'Liso will be in contact within an estimated 3 to 5 business days.
Still have questions?
You can contact our team using the contact information provided at the bottom of this page.