FAQ

1. What skin types are Dulce Aura products suitable for?
Dulce Aura products are formulated to support all skin types, including sensitive, dry, oily, and combination skin. Our formulas are especially well suited for skin that feels overworked, reactive, or compromised. Individual product pages include guidance to help you choose what best supports your skin.

2. What is the shelf life of your products?
When unopened, our products typically have a shelf life of twelve to twenty four months. Once opened, we recommend using them within six to twelve months to maintain freshness and performance.

3. Can I use multiple Dulce Aura products together?
Yes. Our products are designed to work together as a simple, supportive routine. We recommend starting with cleansing, followed by treatment products such as serums or eye care, and finishing with a moisturizer or barrier supporting formula.

4. Are Dulce Aura products safe to use during pregnancy?
Our formulas are created with gentle, thoughtfully selected ingredients. However, every pregnancy is different. We recommend consulting with your healthcare provider before introducing any new skincare products during pregnancy or while nursing.

5. How can I track my order?
Once your order has shipped, you will receive a confirmation email containing your tracking information. You can use this link to monitor the progress of your delivery.

6. What is your return policy?
Due to the custom nature of our skincare formulations and packaging, returns or exchanges are accepted only in limited circumstances. Once an order has been prepared and shipped, we are unable to offer refunds for change of mind.

To be considered for a return, all of the following conditions must be met. Products must be unused and unopened. Items must remain in their original sealed packaging with all labels and safety seals fully intact. Products must not show signs of opening, handling, or tampering.

For hygiene and safety reasons, we are unable to accept returns on opened or used skincare products. Items with broken seals, missing packaging, or visible damage are not eligible. Gift cards, final sale items, promotional products, free gifts, and bonus items are not returnable.

If you believe your order qualifies for return consideration, please contact us with your order details. Each request is reviewed carefully to ensure fairness and product safety.

7. How do I contact customer support?

You can reach our customer support team through multiple channels:

Email: info@dulceaura.com
Phone: +1 302-244-7243 (voicemail, returned within 24 hours on business days)
Live Chat: Click "Need Help?" on any page for fastest response (2-4 hours during business hours)
Contact Form: Visit our Contact page

We aim to respond to all inquiries within 24 hours during regular business hours (Monday-Friday, 9 AM - 5 PM PST).

8. Can I change or cancel my order after it has been placed?
If you need to make a change or cancel your order, please contact us as soon as possible. Once an order has been processed or shipped, changes may no longer be possible.

9. What should I do if I receive a damaged or incorrect item?
If your order arrives damaged or incorrect, please contact us promptly with your order number and a photo of the item received. We will work with you to resolve the issue as quickly as possible.

10. Do you offer international shipping?
At this time, Dulce Aura ships within the United States. We are exploring additional shipping options for the future and will share updates as they become available.

11. Do you offer subscriptions?
Yes. We offer a Subscribe and Save option on select products. Subscriptions allow you to receive your essentials on a regular schedule while enjoying preferred pricing. You can manage or adjust your subscription through your account at any time.

12. What payment methods do you accept?
We accept major credit cards and other payment options as displayed at checkout. All payments are securely processed, and we do not store your credit card information.

13. Do you have a rewards or loyalty program?
We do not currently offer a rewards program. However, we are exploring future ways to thank our loyal customers, including exclusive offers and early access opportunities.

14. Are Dulce Aura products available in physical stores?
At this time, Dulce Aura products are available exclusively through our website. Selling directly allows us to maintain quality control, freshness, and a closer connection with our customers.