FAQs
OUR BRAND:
How was Dinaïa founded?
Please learn more about our founder and our brand on our Story page.
What does Dinaïa mean?
Dinaïa is a hybrid of our founder’s name Dina and “Enaya”, the Arabic word for “care”.
How do you pronounce Dinaïa?
Pronunciation: Dee-na-yah.
Is Dinaïa vegan?
Yes, our products are vegan and cruelty free. We assure you our products have not been tested on animals… We love our furry friends!
Where is Dinaïa based and where are Dinaïa products manufactured?
Dinaïa was born and raised in Dubai. All our products are formulated and manufactured in the UK.
Is Dinaïa packaging environmentally friendly?
We’re working hard to make our packaging as responsible as possible. Our bottles are made of glass which is recyclable and eco-friendly. Please refer to our product pages for more details on how to recycle our packaging.
Are Dinaïa products suitable for all hair and skin types?
Our Nourish Hair Oil is suitable for all hair types including curly and coily hair. Depending on your hair’s type and thickness, you can determine the right dosage for your hair to achieve the best results. Our Nourish Skin Oil is suitable for all skin types.
Where can I buy Dinaïa?
Dinaïa is available on dinaia.com.
Are your products available in physical retail stores?
As of yet we are only available online.
Do you offer any discounts or promotions?
At the moment, we offer a 14% discount on our Nourish Self Care Set for all countries, and offer free shipping in the UAE only on orders above 350 AED.
Do you offer complimentary samples of your products?
Yes, we provide complimentary samples of both our products in convenient sachet packaging. When you order our hair oil, you receive a complimentary 10ml sample of the skin oil, and with every order of the skin oil, you receive a 5ml free sample of the hair oil. This allows you to experience one of our products before making a purchase. However, we believe that the complete Dinaïa ritual is best experienced with our products in their final packaging.
SHIPPING & RETURNS:
Which countries do you ship to?
Dinaïa is currently shipping from our warehouse in Dubai to locations within the UAE only, via a secure and tracked shipping method. We're working on adding more destinations soon.
Which shipping courier do you use?
Our shipping partner is Aramex.
How long will it take to receive my order?
Please refer to the approximate shipping lead times on our Shipping & Returns page.
How do I know that my order is confirmed?
Once your order is confirmed, you’ll see a confirmation page showing a unique order number, order summary and the shipping address. You’ll also receive an email confirming your order details, an update when we dispatch the item(s) from our warehouse and the shipping tracking details.
Can I track my order once it’s shipped?
Once your order is dispatched from our warehouse, you will immediately receive your tracking number via email. You can track your shipment here.
How long does it take to receive the shipment tracking number?
You will receive it within 1-2 days of placing your order.
Can I exchange or return my order?
We can only offer an exchange or return if a product has arrived damaged. Any undamaged product that has been opened or used cannot be returned or exchanged.
What if my package/products arrive damaged?
We always strive to provide the best possible service. If your package was damaged during shipment, save the box and products and reach out to us at info@dinaia.com within 5 business days. Please also provide photos of the issue and as many details as possible so that we can look into this for you as soon as possible.
What would happen if my order didn’t arrive?
Once the package has left our warehouse, our shipping partner Aramex is responsible for it. We are not liable for packages lost or stolen during transit / upon arrival. We kindly advise you to file a claim via the courier’s website here. If they are unable to offer you a solution, please contact info@dinaia.com once the claim has been filed and our team will be happy to assist you.
What if I received a wrong order?
If you receive a product you didn’t order, please send an email to our Customer Care team at info@dinaia.com and we’ll be happy to fix it.
I want to change something or cancel my order?
Unfortunately we aren’t able to revise or cancel an order once it’s been placed, as our systems don't support this.
Can I send my order as a gift?
Unfortunately, this option is not available yet, however we will be offering this very soon.
PAYMENTS:
Which payment methods do you accept?
VISA Mastercard, American Express, and Cash on Delivery.
Do you offer Cash On Delivery?
Yes, we offer Cash On Delivery.
Is it safe to use my credit card on the Dinaïa website?
Yes, it is safe to pay with debit card and credit card. We use Checkout, a secure payment gateway and we do not store any payment information on our platforms. We also use 3D Secure authentication, so you have nothing to worry about.
What is 3D Secure authentication?
For extra fraud protection, 3D Secure (3DS) requires customers to complete an additional verification step with the card issuer when paying. You will be directed to an authentication page on your bank's website, and then you are required to enter a password associated with the card or a code sent to your phone.
Is it possible to pay later?
At the moment it’s not possible to pay using Buy Now, Pay Later services, however we might offer this in the future.
What currency will I be charged in?
You will be charged in UAE Dirhams. Should you wish to view our prices in different currencies, we put up a currency converter based on the prevailing exchange rates for display purposes only.
How do I receive an invoice?
You receive an order summary in your order confirmation email after you have placed an order. You can also find your order history in your Dinaïa account. If you wish to receive an invoice, please contact our Customer Care team at info@dinaia.com so we can send it to you.
What is VAT?
VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services. Lucky for you, our prices include VAT, so you don’t need to worry about it.
How long does it take to receive my refund for my damaged items?
Depending on your bank account it may take up to 14 days to receive your refund. You will receive the payment back on the card you used for the payment.
CONTACT:
Reach out to us here for help:
If you have any queries, please contact our Customer Care team at info@dinaia.com and we’ll get back to you as soon as possible.
