I. Products
1. What are Dynamic Drops?
Dynamic Drops are personalized active concentrates that are mixed with your D-HydraCell base cream to create a unique treatment tailored to your skin's daily needs. Each drop is formulated with high-quality ingredients to address specific concerns such as hydration, radiance, firmness, or imperfections.
2. What is the difference between D-HydraCell Cream and D-HydraCell Gel?
D-HydraCell Cream has a richer texture, ideal for dry, normal skin, or in cold climates. D-HydraCell Gel has a light, refreshing texture, perfect for combination, oily skin, or in warm climates. Both are suitable for sensitive skin and serve as the perfect base to mix with your Dynamic Drops.
3. How many drops of Dynamic Drops should I use?
Generally between 1-3 drops per product. Our AI skin analysis will guide you on the exact quantity for each Dynamic Drop according to your skin's specific needs that day.
4. Are the products suitable for sensitive skin?
Yes, all our products are formulated with high-quality ingredients and are suitable for all skin types, including sensitive skin. However, we always recommend performing a patch test on a small area of your forearm before applying to your entire face.
II. AI Skin Analysis
5. How does AI skin analysis work?
Our AI system analyzes a photo of your face to identify your skin's specific needs. It evaluates factors such as hydration, texture, fine lines, pores, and radiance. Combined with information about your lifestyle (climate, stress, sleep, activities), it recommends the perfect blend of Dynamic Drops.
6. Is it safe to upload my photo for analysis?
Absolutely. Your privacy is our priority. Photos are processed securely and are not permanently stored on our servers. We only use the image to perform the analysis and generate your personalized recommendations.
7. How often should I do the skin analysis?
We recommend doing a new analysis whenever you notice changes in your skin or lifestyle (change of season, stress, travel, etc.). You can also do it weekly to adjust your routine to your skin's changing needs.
8. Can I view my previous analyses?
Yes, if you have an account, you can access your analysis history from the "My Account" section. This allows you to see how your skin has evolved and compare recommendations over time.
III. Orders
9. What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as secure payments through Shopify Payments. All payments are protected with SSL encryption.
10. Can I modify my order after placing it?
If you need to modify your order, please contact us as soon as possible via our contact form or at orders@imagodei.com. We will do our best to help you before the order is shipped.
11. Do you have discount codes?
We occasionally offer discount codes through our newsletter and social media. Subscribe to our newsletter to receive exclusive offers.
12. Is it safe to buy on your website?
Yes, our website uses the highest security standards. All payments are processed through Shopify Payments with SSL encryption, and we never store your card details.
IV. Shipping
13. How long does shipping take?
Orders within Spain usually arrive in 1-3 business days. For shipments to other European countries, the estimated time is 5-10 business days.
14. How much does shipping cost?
Shipping is free on orders over €45. For smaller orders, you can see the exact cost in the cart before confirming your order.
15. Can I track my order?
Yes, once your order is shipped, you will receive an email with the tracking number. You can track your package in real-time through the provided link.
16. Do you offer international shipping?
We currently ship to all countries in the European Union. If your country does not appear in the shipping options during checkout, please contact us to see if we can assist you.
V. Returns and Warranty
17. What is your return policy?
We offer the Masterpiece Guarantee: 75 full days of absolute confidence. If you are not satisfied with your purchase, we will refund 100% of your money, even with opened and used products. No questions asked. Additionally, you have the legal right of withdrawal of 14 days for unopened products.
16. How can I request a return?
To request a return, simply contact us via our contact form stating your order number or write to us at devoluciones@imagodei.com. We will guide you through the return process, and you will receive your refund once we receive the products.
17. How long do I have to return a product?
You have 75 full days from the receipt of your order to request a return under our Masterpiece Guarantee, even with the product opened and used. This period is more than enough time for you to try the products and decide if they are right for you.
18. Who pays for return shipping?
We will arrange for the collection at no cost to you, under our Masterpiece Guarantee. If the return is due to a product defect or our error, we also cover the shipping costs.
VI. Account and Privacy
19. Do I need to create an account to purchase?
It is not mandatory, but creating an account allows you to save your skin analyses, view your order history, save your addresses, and receive exclusive offers.
20. How do you protect my personal data?
We comply with GDPR and all data protection regulations. Your information is protected with SSL encryption, and we never share your data with third parties without your consent.
21. Can I delete my account?
Yes, you can request the deletion of your account and all your data at any time by contacting us through the contact form. We will process your request in accordance with GDPR regulations.
22. How do I change my password?
You can change your password from the "My Account" section or request a reset link from the login page by clicking on "Forgot your password?".
