faq

Where’s my catalogue?

We’ve discontinued catalogues to make it faster and easier for customers to shop all our products in one place – our website. Here, you can find the latest sales and promotions, detailed product information, catch up on the blog, and more, all at the click of a button.

How do I get free samples?

With every purchase, you can select four free DHC product samples. If placing an order via phone, just let your Customer Care Advisor know which samples you'd like to try. For online orders, you will be prompted to select your samples during checkout. Click the Add to Bag button for each sample. You can also request samples by sending us a message with your delivery address. Samples are shipped with merchandise purchases or upon request only. Please note that eGift Cards are not considered merchandise.

Most samples have instructions printed on the back of the sample packet, but if you received one that does not, you can find detailed information and usage instructions by searching for the product page on our website.

Samples are not available for purchase, but many of our bestselling products come in convenient travel sizes. Shop our Travel Sizes here.

What changes were made to the Rewards Points programme?

We gave our rewards programme a makeover to add more exciting perks and more ways to earn them. DHC Tokuten (特典 “benefits”) has 3 rewards tiers to match your shopping style. You still earn 5 points per pound spent, but you can now redeem points for Tokuten exclusive goodies and deeper discounts.

All customers are automatically enrolled in the programme upon making their first purchase. Customers who have an order history but have not made a purchase since the new programme went into effect have been automatically enrolled. Learn more about the programme and the changes here.

Where can I see my Rewards Points balance and how do I use them?

Log in to your account, then click the Rewards Points Balance link in your dashboard. Rewards Points values also appear during checkout, where you can redeem and apply towards your order.

I don’t have an online account. Can I still earn Rewards Points?

Yes. Customers who make purchases solely by phone can still earn and redeem rewards points based through the original DHC Rewards Points programme. Customers in the original programme are not eligible for rewards offered through DHC Tokuten. For details and information about the original Rewards Points programme, please click here.

How do I qualify for free delivery?

We lowered our shipping threshold from £50 and now offer FREE standard delivery on all merchandise orders £40. For orders totaling less than £40, there is a delivery charge of £4.50 for standard delivery. eGift Cards do not apply.

How do I change my delivery address?

Log in to your account, then click the Address Book link in your dashboard to view your default billing and delivery addresses. Select the Edit button to make changes, then click Update. To provide alternate or additional delivery addresses, click the Add New button.

How do I change my password?

Log in to your account, then click on your name at the top of the page to take you to My Account. Then click the Change Password link from the left navigation menu.

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You’ll receive an email with a link to reset your password.

If you still need assistance, you can call us at 08000 23 24 25 to reset your password.

Do you test on animals?

We at DHC UK never tests products on animals or ask others to do so on our behalf, and neither does the founding company DHC Japan. However, the DHC affiliate operating in China is required to perform a certain amount of animal testing on some of the products offered in that country to comply with local laws. DHC Corporation and its affiliates strongly disagree with China's position on animal testing and support the international efforts to convince China that animal-free alternative testing methods are available to ensure safe products.

I am having trouble with my credit card information for my online order.

If you receive an error message related to credit card authorisation failure, double check that the billing address on the credit card and matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid. After validating the information you've entered and you still get an error message, call us at 08000 23 24 25 or contact your financial institution for further assistance.

How do I know when an item will be restocked online or stocked in stores?

If an item is out stock, you can choose to be notified via email when it’s back.

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