IMPORTANT NOTICE: In accordance with the Governor's Executive Order 2020-28, pick-up and delivery services are suspended until further notice.

FAQs

GENERAL ENQUIRIES

+ How do I shop on DFS Platform?
Browse through the various products or search via the Search bar at the top of any page within shop-guam.dfs.com. Add the product to your cart, check out and make your payment through one of the payment options available on shop-guam.dfs.com.

+ Do I need to register for an account to shop on DFS Platform?
You may shop as a guest however if you would like a record of your past purchase, we encourage you to register for an account.

+ Who can buy on DFS Platform?
All travellers and non-travellers alike can shop and make purchases on shop-guam.dfs.com. Please refer to “Local Delivery” for more information.

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ORDERING & PICKUP

+ How am I eligible for free delivery?
Delivery is only available on net purchases over $300. We currently do not offer options for delivery under $300.

+ How do I know if my order is placed successfully?
An order confirmation and collection slip will be sent to the email address provided at the point of online order. It will contain your order details.

+ How long will it take to process my order?
We will need at least 48 hours to prepare your order(s) from Monday to Thursday.
Orders placed on Thursday will be ready by the following Monday.
Orders placed on Friday, Saturday or Sunday will be ready by the following Tuesday.

+ Where and when can I pick up my order?
The pick up location is at our Beauty Entrance. Please arrange pick up date/time with us prior to pick-up. Pick up time is Monday-Friday from 10am to 4pm.
Please call 671-488-8851 upon arrival with order number ready.

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PRICING AND PAYMENT

+ What currency am I charged in?
All our prices are in USD and your credit card will be charged in USD. For foreign credit card holders, your credit card provider will convert your payment based on the bank’s current exchange rates.

+ What payment modes does DFS Platform accept?
We accept payment by VISA and Mastercard.

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PROMOTIONS & DISCOUNTS

+ Can I benefit from in-store promotions when purchasing on DFS Platform?
In-store promotions might differ from the promotions available online.

+ Does my promo code expire?
Yes, each promo code issued will have a validity period indicated on the communication.

+ Is my promo code exchangeable for cash?
No, promo code(s) are not exchangeable for cash, and they are not refundable in part if not fully redeemed.

+ Can I use more than 1 promo code in a single transaction?
No, only 1 promo code can be used in a single transaction.

+ How are the discounts calculated?
10% off for $200 or more purchase and 15% off for $300 or more purchase
For employees, regular Employee Discount is applicable on all orders and cannot be used in conjunction with above offers. In store pick up only, no delivery.

+ Why is the full price breakdown in my email confirmation different from the full retail price?
As the tax calculation (GST) is variable based on the actual price paid after deducting associated discounts and fixed duties, the price breakdown in the confirmation email will differ from the full price used to calculate the discount percentage in the product bubble.
However, the difference has no impact on the actual amount paid for the product, which is the same as the quoted price seen on the website.

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LOCAL DELIVERY

+ When can my products be delivered?
Delivery will take up to 7 working days. The courier company will contact you via the phone number that was provided at the point of purchase to arrange for the delivery.
No re-delivery is available. If the order is not received upon initial delivery, please pick up your order at our store.

+ How do I track my orders?
For Home Delivery, please contact 671-488-8851 on Mondays to Fridays between 10.00am to 5.00pm or email shop-guam@dfs.com

+ I entered the wrong address, what should I do?
Please contact DFS at 671-488-8851 on Mondays to Fridays between 10.00am to 5.00pm and quote your order number.

+ What should I do if my order has not arrived after 7 days?
You may contact DFS at 671-488-8851 on Mondays to Fridays between 10.00am to 5.00pm and quote your order number.

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EXCHANGES AND RETURNS

+ What is the return policy?
DFS offers a 100% quality guarantee on all merchandise we sell. We will exchange or return any merchandise with its original receipt. Please contact DFS customer service hotline 671-488-8851 or email shop-guam@dfs.com.

+ What if my item is faulty?
Please contact DFS customer service hotline 671-488-8851 or email shop-guam@dfs.com for return or exchange. In event that the item is out-of-stock, DFS reserves the right to exchange with another item of equivalent value or quality. Alternatively, DFS may opt to refund on the faulty item.

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CANCELLATION AND REFUND

+ Can I cancel my order?
Before your order is being delivered by DFS, you can cancel your order by calling our customer service hotline 671-488-8851 or email shop-guam@dfs.com and quote your order number.
We will process the cancellation for you and the refund amount will be credited back to the credit card you used for payment.

+ Can I get a refund if I have enjoyed a discount for my transaction?
If the promo code used entitles you to a discount with a minimum spend condition within a transaction, you can request for a partial refund by calling DFS customer service hotline 671-488-8851, which will be processed as follows:
1. If the net spend (after deducting the partial refund) is above the minimum spend stipulated for that particular promotion, the full value of the partial refund will be returned to you;
2. If the net spend falls below the minimum spend in such a case, the discount value will be deducted from the partial refund.
3. With any refund where the value falls below the purchase qualifier, the gift with purchase would be forfeited.

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PRODUCTS, BRANDS AND STOCK

+ What products are offered?
DFS exclusively curates and offers you a wide selection of Top Beauty brands

+ What if I cannot find the product I am looking for?
Our website offers you popular and top-selling products. We are constantly increasing and refreshing our product range. However, if you are unable to find a product online, you can contact us via email at shop-guam@dfs.com.

+ Can I still order if a product is out of stock?
We are constantly replenishing our stocks. If you are unable to purchase a product due to limited stocks, you may check back on our website again in a few days.

+ How can I provide feedback about a product?
We look forward to hearing feedback about our products. You can send your feedback to us via shop-guam@dfs.com

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LOYAL T PROGRAMME

+ Can I redeem Loyal T points when I shop on DFS Platform?
You will not be able to redeem points on this website. You may earn status dollar or points when you make your purchase and input your Loyal T membership number.

+ Who do I contact for queries on my Loyal T account?
Please email shop-guam@dfs.com on queries you may have regarding your account.

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TECHNICAL
+ I’m experiencing problems ordering through the website. What can I do?
Our website is best supported by Google Chrome, Mozilla Firefox, Safari and Internet Explorer 11. Please ensure that the browser you are using is up to date.

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PRIVACY AND SECURITY

+ How secure is shop-guam.dfs.com?
The transmission of your personal information is encrypted when completing your online transaction to protect your personal information. Our servers are also protected by firewalls and access to information on these servers is restricted to authorized personnel only.

+ How is my personal information used?
We may use your information for marketing purposes to provide you with the latest promotion details. Please refer to our Privacy Policy for further details. We collect your name, phone number and address in order to process your order and deliver the ordered products to your home.