Frequently Asked Questions

Select A Category

product product

Product

order order

Order

payment payment

Payment

product

1. Are Dot & Key products safe and cruelty-free?

Absolutely! Our products are crafted with your skin’s health in mind. They’re clean, safe, and completely free from harmful ingredients like parabens, sulphates, essential oils, mineral oils, GMOs, and phthalates. Plus, we never use any animal-derived ingredients, so you can feel good about your choices with the freshness of fruits.
We believe in complete transparency—check out our full ingredient list on every product page and packaging.

2. Are your products dermatologically tested?

Yes! Our products are dermatologically tested and proven safe for all skin types. You can trust Dot & Key to keep your skin happy and healthy.

3. Where can I find the latest offers and promotions?

Stay in the loop by signing up for our email or SMS text alerts—you’ll never miss a deal! You can also find exclusive discounts and promotions on our App and Website. Log in and subscribe to stay updated with our latest offers!

order

1. How can I track my order?

Tracking your order is simple! Once your order is placed, you’ll receive tracking details via email or SMS. You can use these details to follow your order every step of the way. Additionally, you can visit our Order Tracking Page for real-time updates on your order status.

2. Have a concern about your product?

A. Why did I receive only part of my order?

Sometimes, when products aren’t available in a single warehouse, your order may be shipped in multiple packages. You’ll receive a separate tracking ID and link for each shipment via email and SMS. Check the invoice and shipping label on each delivered box for details.

If this doesn’t apply to your order, please share your order details and images via our Contact Us page : 08044132967—we’re here to help!

B. My order is marked as delivered, but I haven’t received it.

We’re sorry for the confusion! Please check with your family members, building or society security, or neighbors to see if someone may have accepted the delivery on your behalf. If you still can’t locate it, give us a call at 08044132967 and we’ll look into it right away.

3. How can I cancel my order?

To cancel your order, simply get in touch with our Customer Support team. They’ll assist you with the cancellation as long as your order hasn’t been packed or shipped.

Important Note:If your order has already been shipped, the cancellation option will no longer be available. In this case, you can refuse delivery when the package arrives.For prepaid orders, your refund will be processed to the original payment method within 5-7 working days.

4. Why was my order cancelled?

If your order was cancelled by us, it might be due to a breach of our Terms and Conditions related to order and product limits or a technical glitch, where we shall notify you. For more details, please visit our Terms & Conditions page.

5. How do I return my order?

We take pride in our products and packaging, so we don’t offer returns. If you have any issues or concerns, feel free to Contact us 08044132967, and we’ll do our best to assist you!

payment

1. My payment was deducted, but I haven’t received a confirmation—what should I do?

Don’t worry! This might happen due to a technical glitch, which can sometimes cause payment failures. We kindly ask you to wait for 24 hours for an update. If the amount has been deducted, it will be automatically refunded to your original payment method within 5-7 working days.

If you still haven’t received an update after this period, please feel free to reach out to us at 08044132967—we’re here to help!

2. Having trouble with coupons or vouchers?

You can easily find all available coupons and vouchers in our Offers section. Additionally, any applicable offers will be visible to you on the checkout page.

3. Unable to make a payment?

We’re sorry for the trouble! Try these quick fixes to resolve the issue:

  1. Clear your browser’s cache and cookies and then attempt to place the order again.
  2. Try using a different browser to complete your purchase.
  3. Switch to a different payment method if the issue persists.

If you’re still facing difficulties, don’t hesitate to contact our support team for assistance on 08044132967