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Customer Care

All products carefully selected for you

DIBA BY DIBAWSSETTE  has been delivering innovative, affordable and customized cosmetics to identified markets, since we opened in 2018. Our goal is to provide both a superior product and customer experience for our customers.

CONTACT US
  • Email the DIBA team! – For any inquiry, suggestion or compliment please email diba@dibawssette.com. We will reach back out to you within 48 business hours.  (Please note that offices are closed on major canadian holidays including Christmas, Canada Day, etc).
  • Bloggers and Influencers – Click here if you’re interested in joining our PR list, doing product reviews, receiving samples/product, or working with us on a collab or as an influencer.
  • Wholesale/Distributors – Email us if you want to learn more about our distributors program, apply to become a distributor, or have a question about our wholesale program.
I WANT TO PLACE AN ORDER BUT...
  • How can I find my shade? – Please visit our Find Your Shade page gor more details about finding your perfect match! You can also email us if you are still unsure!
  • How much is shipping to my country? – Shipping costs can vary depending on the country and the shipping method selected. If you would like to know the shipping fees to your area, we suggest attempting checkout on our website for accurate numbers.
I PLACED AN ORDER, NOW WHAT?
  • How long does it take to process my order? – We understand you can’t wait to receive your DIBA BY DIBAWSSETTE order and will process orders 1-2 business days after payment has been received unless your order is in backorder/pre-order. In the latter case, we will ship once your products are back in stock.
  • Has my order been shipped? – Once we begin fulfillment of your products, you will receive an email with your tracking number as well as an estimated date of arrival. Please note that this is an estimate only and that inclement weather, as well as other unexpected events, might result in a slight delay of your products. DIBA BY DIBAWSSETTE INC. IS NOT LIABLE for any stolen, lost, or damaged packages or for any delay in transit time caused by the act or default of the shipping carrier.
I WANT TO TRACK MY ORDER
  • Email –  When we have shipped your item, you will receive a notification email that will say “Your order is complete”. in that email, you will see a tracking number. If you have not received such email, please log-in to your account on dibawssette.com to see all the details about your order.
  • Canada Post –  When we have shipped your item via Canada Post, simply go to canadapost.ca and input your tracking number into the Canada Post online tracking tool.

PLEASE NOTE THAT IF YOU CHOOSE A NON TRACKED SERVICE, DIBA BY DIBAWSSETTE IS IN NO WAY RESPONSIBLE FOR LOST PACKAGES BY THE SHIPPING PROVIDER. We only work with reliable shippiing providers and lost packages rarely but do happen. For guarenteed delivery, choose a tracked option.

See below which options comes with tracking numbers, and which ones do not.

 

  • Delivery Times – Canada

 

  • Delivery Times –  USA

 

  • Delivery Times – International Orders 
COMMON RETURN QUESTIONS
  • Exchange Policy – Did you buy the wrong shade? No worries! Please make a new order and send us an email to return your older order. We will ship your new order and refund your older order once we get the products back. See return policy below.
  • Return Policy – We are sorry to hear you are not satisfied with your purchase. We will gladly accept items for return provided they are sent within 15 days of purchase. Please email us with your order number and let us know that you would like a refund.
  • Are returns free? Returns are processed for free provided that the seal has not been removed. Items without the original seal are subject to a $5 restocking fee.
  • Do you give full refund? We will refund the initial item cost minus the restocking fee, if applicable. Shipping fees and payment processing fees cannot be refunded.
  • Why did you refuse my package? DIBA by DIbawssette reserves the right to refuse any package for any reason once it has been returned.
  • My products arrived damaged. – We want to know when this happens. Please do not discard any of the items, take photos and notify us within three (3) business days of your products being delivered.
  • The color isn’t the same as I saw online. – DIBA by DIbawssette tries to accurately display and represent the colors of the products. However, the actual colors you see may depend on your monitor, screen resolution, undertones and more.
  • I have purchased from one of your many retailers and I would like to return the products, how do I do so? – We ask that if you purchased through one of our vendors, that you raise the issue with them. We abide by all of our vendor’s return and exchange policies.
OH, NOO!
  • I put in a wrong address, now what?– If you noticed that you placed an incorrect address on your order, please let us know immediately. We will need to cancel and refund your order so that you can place a new order with the correct shipping address. Note that if the order is in the processing queue or is preparing for dispatch, we cannot cancel the order.
  • I placed an order by accident, now what? – Because of the fast nature of our team, we can attempt to cancel the order if you contact us immediately. Note that if the order is in the queue or has been fulfilled, we cannot cancel the order.
  • I want to add an additional product to my order before it leaves your store. How do I do that? – Our team is fast. Because of the speedy way in which they process your orders, we can’t stop them from processing your products. Additionally, to protect you we do not keep card information on file. If you gotta have it, simply place another order.
  • My coupon code isn’t working, why? – Please note that our coupons cannot be used in combination with other offers or discounts.
  • What is the delay, it has been past three days for processing time? Please note that after a sale or special that the processing time can take anywhere from 48 to 72 additional business hours (for a total of five day processing time) before your product leaves our bakery.