Frequently Asked Questions
Need help with an order, shipping, returns, payments, or product information? You may find the answer below.
For further assistance, please contact us at sales@doravysa.com. If your question relates to an existing order, please include your order number so our team can assist you more efficiently.
Orders
How do I place an order?
Browse our collections and select the product, shade, size, or quantity you would like to purchase. Click “Add to Cart,” review the items in your cart, and proceed to checkout. Follow the instructions to enter your shipping and payment information and complete your order.
Can I change or cancel my order after placing it?
Please contact us at sales@doravysa.com as soon as possible after placing your order.
We will do our best to accommodate your request before the order enters processing. However, once an order has been packed or shipped, changes or cancellations may no longer be possible.
How can I confirm that my order was placed successfully?
After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.
If you do not receive it within a few minutes, please check your spam, junk, or promotions folder. You may also contact us to confirm your order status.
What should I do if I entered the wrong shipping address?
Please contact us immediately at sales@doravysa.com and provide the following information:
- Your order number
- The incorrect shipping address
- The complete and correct shipping address
We will do our best to update the address before your package is dispatched. Address changes cannot be guaranteed once an order has been shipped.
Can I add another item to an order I have already placed?
Orders usually cannot be combined or edited after checkout. You may place a separate order for the additional item or contact us before the original order enters processing to see whether assistance is possible.
Shipping and Delivery
Which countries and regions do you ship to?
Available delivery destinations will be shown during checkout. Enter your shipping address to view the shipping methods currently available for your location.
How long does order processing take?
Most orders are processed within 1–3 business days.
Processing may take longer during product launches, promotional periods, weekends, or public holidays.
Please note that processing time is separate from delivery time.
When should I expect my package?
Delivery time depends on your destination, selected shipping method, customs procedures, and local carrier conditions.
Most orders are expected to arrive within approximately 7–10 business days after dispatch. International deliveries may occasionally take longer.
Do you offer free shipping?
Free shipping may be available when your order reaches the minimum purchase amount displayed on our website or during checkout.
Any applicable shipping charges will be clearly shown before you complete your payment.
How can I track my order?
Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking number or tracking link.
Tracking information may take some time to become active after the carrier receives the shipment details.
Why has my tracking information not updated?
Tracking updates may be delayed while a package is being transferred between facilities, processed by customs, or handed over to a local delivery partner.
Please allow a few business days for the next update. If there has been no movement for an extended period, contact us at sales@doravysa.com.
What should I do if my package is marked as delivered but I cannot find it?
Please check the following before contacting us:
- Around the delivery location
- With household members or neighbors
- With your building reception, front desk, or mailroom
- Directly with the local delivery carrier
If you still cannot locate the package, please contact us with your order number and tracking information.
Returns and Refunds
What is your return policy?
Eligible products may be returned within 30 days of delivery, subject to the conditions stated in our Refund Policy.
Returned products must generally be unused, unopened, undamaged, and in their original packaging. Please contact us before sending any item back. Unauthorized returns may not be accepted or eligible for a refund.
Can I return opened or used beauty products?
For hygiene and safety reasons, opened, tested, or used cosmetics and personal-care products are generally not eligible for return.
Exceptions may apply if the product arrived damaged, defective, or different from the item ordered.
What should I do if I receive a damaged, defective, or incorrect item?
Please contact us at sales@doravysa.com within 7 days of delivery and provide the following:
- Your order number
- A clear description of the issue
- Clear photographs of the product
- Photographs of the outer packaging
- A photograph of the shipping label
Please keep the product and all packaging until our team has reviewed your request.
Do I need approval before returning an item?
Yes. Please contact us before sending any product back.
Our team will review your request and provide the appropriate return instructions. Packages sent without prior approval may not be eligible for a refund.
Are original shipping charges refundable?
Original shipping charges are generally non-refundable unless the return is caused by an incorrect, damaged, or defective item supplied by us.
Return shipping costs may also be the customer’s responsibility unless otherwise confirmed by our customer support team.
How long does it take to receive a refund?
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Your bank, card issuer, or payment provider may require several additional business days to display the refund in your account.
Products
Are DORAVYSA products suitable for everyday use?
Our collections are designed to complement a variety of beauty routines, from natural everyday looks to more defined and expressive styles.
Please review the product description and usage instructions on the relevant product page before purchasing.
How should I choose the right shade?
We recommend reviewing the following information before purchasing:
- Product photographs
- Shade names and descriptions
- Product swatches
- Finish and coverage information
- Model or skin-tone references, when available
For a softer and more natural result, consider lighter or more neutral shades. For a more defined look, choose deeper, brighter, or higher-impact colors.
Will the actual color look exactly the same as the photographs?
We make every reasonable effort to present product colors accurately. However, the final appearance may vary depending on:
- Screen brightness and display settings
- Lighting conditions
- Skin tone and undertone
- Natural lip, eyelid, or complexion color
- The amount of product applied
Slight differences between the on-screen images and the physical product may therefore occur.
Where can I find the ingredient list?
Available ingredient information will be displayed on the relevant product page or product packaging.
Formulas may vary between products or shades, so we recommend checking the information for the specific item you intend to purchase.
What should I do if I have sensitive skin or allergies?
Skin responses vary from person to person. If you have sensitive skin or known allergies, please review the complete ingredient list carefully before use.
We recommend performing a patch test before using a new product more widely. Stop using the product if irritation occurs and seek professional advice when appropriate.
How should I store my beauty products?
Unless otherwise stated in the product instructions, beauty products should be stored in a cool, dry place away from direct sunlight, excessive heat, and moisture.
Always close the packaging securely after use and keep products out of reach of children.
Payments and Promotions
Which payment methods do you accept?
The payment methods currently available for your country or region will be displayed during checkout.
All payments must be completed through our website’s secure checkout system.
How do I use a discount code?
Enter your code in the discount code field during checkout and click “Apply.”
If the code is valid and your order meets the applicable requirements, the discount will appear in your order summary.
Why is my discount code not working?
A discount code may not work for one of the following reasons:
- The code was entered incorrectly
- The code has expired
- Your order does not meet the minimum purchase requirement
- The code applies only to selected products
- The code has already been used
- The discount cannot be combined with another promotion
Please review the promotional terms before completing your purchase.
Can I use more than one discount code?
Unless otherwise stated in the promotion terms, only one discount code may be used per order.
Certain discounts may also be unavailable on sale items or may not be combined with other promotions.
Customer Support
How can I contact DORAVYSA?
You can contact our customer support team at:
For order-related enquiries, please include your order number and the email address used during checkout.
How long does it take to receive a response?
We aim to reply within 1–2 business days.
Response times may be slightly longer during weekends, public holidays, product launches, or high-volume promotional periods.
What information should I include when contacting customer support?
To help us review your enquiry efficiently, please include:
- Your full name
- Your order number, when applicable
- The email address used for your order
- A clear description of the issue
- Relevant photographs or screenshots
Please do not send payment card numbers, passwords, or other sensitive financial information by email.