FREQUENTLY ASKED QUESTIONS
If you have a question about products, orders, or account info you may find an answer in our FAQ. You can also reach us at hello@delugeofficial.com.
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HOW CAN I CONTACT YOU?
You can reach our Customer Experience Team at hello@delugeofficial.com. We're available Monday–Friday and will get back to you within 2–4 business days.
INTERESTED IN COLLABORATING?
We'd love to connect! Submit your proposal here or email us at partnerships@delugeofficial.com.
COVERING DELUGE IN THE PRESS?
We'd love to connect! Reach out to our press team at press@delugeofficial.com and we'll get back to you as soon as possible.
DO YOU WHOLESALE?
We are happy to discuss! Please contact the email address hello@delugeofficial.com for more information.
WHY IS THIS BRAND CALLED DELUGE?
The name Deluge means the powerful, intense, and passionate force of strong water, this message represents an immersive rush of beauty and strength.
WHERE ARE DELUGE PRODUCTS MADE
Our products are formulated and produced in Belgium unless otherwise stated.
WHERE IS DELUGE BASED?
Deluge is born in Belgium, crafted by Sarah Puttemans and her mother Dominique with their passion for beauty and health.
WHAT PAYMENT METHODS ARE ACCEPTED FOR ONLINE ORDERING?
We accept Bancontact, Mastercard, Amex, Visa, Paypal, Apple Pay, KBC/CBC direct payment, Belfius direct payments and Klarna.
WHAT IS THE COST OF MY ORDER?
For orders to Belgium or The Netherlands, we use Bpost or PostNL.
Deliveries in Belgium:
Free delivery for orders valued at €60 or more.
For orders under €60:
Home delivery: €5.00
Deliveries in The Netherlands:
Free delivery for orders from €60.
For orders under €60:
Home delivery: €6.50
Deliveries to other EU countries:
We ship within EU (outside BE/NL) with UPS and it will be delivered within 1 to 3 working days in the EU. Shipping costs vary by country and are displayed in your shopping basket. Please email hello@delugeofficial.com for more information on shipping rates. If your country is not listed, contact us for a customized quote and shipping details.
HOW LONG WILL IT TAKE TO GET MY ORDER?
We do our best to hand over your package to the shipper as soon as possible after your order has been placed. Orders placed before 5 pm will normally be delivered to your home the next day, for orders in Belgium and the Netherlands. For orders in other EU countries, the delivery time will be normally 1 – 3 business days. Please note that, due to unexpected events and busy periods there can be delays.
HOW ARE DUTIES AND TAX CALCULATED FOR INTERNATIONAL SHIPMENT?
Duties and taxes may apply when ordering from outside of EU. These fees and taxes are charged by individual customs and border agencies and can not be controlled by Deluge. It will be the sole responsibility of the customer to pay these duties and fees when the order arrives. You may check with your country’s duty codes to see how much it will be charged based on your product and order total.
CAN I CHANGE OR CANCEL MY ORDER?
Once an order is placed, we're unable to make changes or cancellations. For delivery updates, your tracking info is the best place to check.
HOW DO I TRACK MY ORDER?
Once your order ships, we will send you a track number via Email. In case you need more information, please contact our customer service at hello@delugeofficial.com with your order number.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT DO I DO?
Please email us at hello@delugeofficial.com immediately. If your order hasn’t been shipped, we can update the address. If your order has been picked up by the shipper, then you will need to contact them to update your shipping address.
HOW DO I KNOW WHICH DELUGE PRODUCT IS THE BEST FOR MY HAIR TYPE?
Deluge products are intentionally formulated to be very universal. Our Iconic Hair Routine is ideal for all hair types and makes your hair smooth and shining. Please do our hair quiz to get more insight and Sarah’s personal recommendation.
ARE DELUGE PRODUCTS VEGAN?
Yes. Deluge obtained vegan certificates for each ingredient in the shampoo, conditioner, serum and oil.
ARE DELUGE PRODUCTS NATURAL?
Our products are made from both natural and safe synthetic ingredients to provide delight and the best performance. We have obtained Natural Origin Index (NOI) certificate.
WHAT IS THE SHELF LIFE OF DELUGE PRODUCTS?
After opening, the products can be used generally for 6 months. Please check the individual product to make sure.
WHAT IS YOUR RETURN POLICY?
When purchasing Deluge products, customers have the right to return their order without compensation and without giving reasons within 14 days from the day of receipt of the products. The customer notifies The Lifestyle Company within the withdrawal period, this notification can be made via hello@delugeofficial.com. This notification will contain all relevant information, including order identification, order number and customer contact details. A withdrawal form can be found by the Customer on our website.
The Customer shall return the Good(s) immediately and at the latest within fourteen (14) days from the day of the notification of the exercise of the right of withdrawal to the return address provided by The Lifestyle or, failing that, to the following address: Naamsestraat 37, 3000 Leuven, Belgium. It is recommended to return the product in its original packaging and undamaged. The risk and burden of proof that the right of withdrawal has been exercised correctly and in good time rests with the customer. The return will be at the customer’s expense and risk. If the customer chooses a third-party delivery service, they are responsible for compliance with the conditions of the third-party delivery service.
During the cooling-off period, the customer shall handle the product and its packaging with care. The customer shall only unpack or use the product to the extent necessary to determine whether they wish to keep the product. If the customer exercises their right of withdrawal, they must return the product with all accessories supplied and – if reasonably possible – in the original condition and packaging to The lifestyle Company in accordance with the reasonable and clear instructions provided by The lifestyle Company.
If the products are returned damaged, soiled or incomplete, The lifestyle Company is entitled to claim from the customer a compensation corresponding to the depreciation of the products.
MY ORDER ARRIVES DAMAGED, WHAT DO I DO?
hello@delugeofficial.com If your order is delivered damaged, we ask you to report this to. This can be done via our complaints form or by e-mail to hello@delugeofficial.com within 2 months of the defect being found. Please include photos of the packaging and the damaged product as proof, along with details of your order, so that we can deal with the situation correctly as quickly as possible.
FREE GIFT AT CHECK OUT
Spend a certain amount and receive a free gift at checkout. No code is needed, as the gift is automatically added once your cart reaches the required value.
The gift changes regularly and is available in limited quantities. Please refer to the communication on the homepage for more details. It cannot be chosen or exchanged and is only available while supplies last. Once stock is depleted, the promotion will no longer apply.
This offer cannot be combined with other discount codes or promotions unless stated otherwise.
If items are returned and your order total falls below the required threshold, the gift must also be returned. Otherwise, the value of the gift will be deducted from your refund.
HOW CAN I CONTACT YOU?
You can reach our Customer Experience Team at hello@delugeofficial.com. We're available Monday–Friday and will get back to you within 2–4 business days.
INTERESTED IN COLLABORATING?
We'd love to connect! Submit your proposal here or email us at partnerships@delugeofficial.com.
COVERING DELUGE IN THE PRESS?
We'd love to connect! Reach out to our press team at press@delugeofficial.com and we'll get back to you as soon as possible.
DO YOU WHOLESALE?
We are happy to discuss! Please contact the email address hello@delugeofficial.com for more information.
WHY IS THIS BRAND CALLED DELUGE?
The name Deluge means the powerful, intense, and passionate force of strong water, this message represents an immersive rush of beauty and strength.
WHERE ARE DELUGE PRODUCTS MADE
Our products are formulated and produced in Belgium unless otherwise stated.
WHERE IS DELUGE BASED?
Deluge is born in Belgium, crafted by Sarah Puttemans and her mother Dominique with their passion for beauty and health.
WHAT PAYMENT METHODS ARE ACCEPTED FOR ONLINE ORDERING?
We accept Bancontact, Mastercard, Amex, Visa, Paypal, Apple Pay, KBC/CBC direct payment, Belfius direct payments and Klarna.
WHAT IS THE COST OF MY ORDER?
For orders to Belgium or The Netherlands, we use Bpost or PostNL.
Deliveries in Belgium:
Free delivery for orders valued at €60 or more.
For orders under €60:
Home delivery: €5.00
Deliveries in The Netherlands:
Free delivery for orders from €60.
For orders under €60:
Home delivery: €6.50
Deliveries to other EU countries:
We ship within EU (outside BE/NL) with UPS and it will be delivered within 1 to 3 working days in the EU. Shipping costs vary by country and are displayed in your shopping basket. Please email hello@delugeofficial.com for more information on shipping rates. If your country is not listed, contact us for a customized quote and shipping details.
HOW LONG WILL IT TAKE TO GET MY ORDER?
We do our best to hand over your package to the shipper as soon as possible after your order has been placed. Orders placed before 5 pm will normally be delivered to your home the next day, for orders in Belgium and the Netherlands. For orders in other EU countries, the delivery time will be normally 1 – 3 business days. Please note that, due to unexpected events and busy periods there can be delays.
HOW ARE DUTIES AND TAX CALCULATED FOR INTERNATIONAL SHIPMENT?
Duties and taxes may apply when ordering from outside of EU. These fees and taxes are charged by individual customs and border agencies and can not be controlled by Deluge. It will be the sole responsibility of the customer to pay these duties and fees when the order arrives. You may check with your country’s duty codes to see how much it will be charged based on your product and order total.
CAN I CHANGE OR CANCEL MY ORDER?
Once an order is placed, we're unable to make changes or cancellations. For delivery updates, your tracking info is the best place to check.
HOW DO I TRACK MY ORDER?
Once your order ships, we will send you a track number via Email. In case you need more information, please contact our customer service at hello@delugeofficial.com with your order number.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT DO I DO?
Please email us at hello@delugeofficial.com immediately. If your order hasn’t been shipped, we can update the address. If your order has been picked up by the shipper, then you will need to contact them to update your shipping address.
HOW DO I KNOW WHICH DELUGE PRODUCT IS THE BEST FOR MY HAIR TYPE?
Deluge products are intentionally formulated to be very universal. Our Iconic Hair Routine is ideal for all hair types and makes your hair smooth and shining. Please do our hair quiz to get more insight and Sarah’s personal recommendation.
ARE DELUGE PRODUCTS VEGAN?
Yes. Deluge obtained vegan certificates for each ingredient in the shampoo, conditioner, serum and oil.
ARE DELUGE PRODUCTS NATURAL?
Our products are made from both natural and safe synthetic ingredients to provide delight and the best performance. We have obtained Natural Origin Index (NOI) certificate.
WHAT IS THE SHELF LIFE OF DELUGE PRODUCTS?
After opening, the products can be used generally for 6 months. Please check the individual product to make sure.
WHAT IS YOUR RETURN POLICY?
When purchasing Deluge products, customers have the right to return their order without compensation and without giving reasons within 14 days from the day of receipt of the products. The customer notifies The Lifestyle Company within the withdrawal period, this notification can be made via hello@delugeofficial.com. This notification will contain all relevant information, including order identification, order number and customer contact details. A withdrawal form can be found by the Customer on our website.
The Customer shall return the Good(s) immediately and at the latest within fourteen (14) days from the day of the notification of the exercise of the right of withdrawal to the return address provided by The Lifestyle or, failing that, to the following address: Naamsestraat 37, 3000 Leuven, Belgium. It is recommended to return the product in its original packaging and undamaged. The risk and burden of proof that the right of withdrawal has been exercised correctly and in good time rests with the customer. The return will be at the customer’s expense and risk. If the customer chooses a third-party delivery service, they are responsible for compliance with the conditions of the third-party delivery service.
During the cooling-off period, the customer shall handle the product and its packaging with care. The customer shall only unpack or use the product to the extent necessary to determine whether they wish to keep the product. If the customer exercises their right of withdrawal, they must return the product with all accessories supplied and – if reasonably possible – in the original condition and packaging to The lifestyle Company in accordance with the reasonable and clear instructions provided by The lifestyle Company.
If the products are returned damaged, soiled or incomplete, The lifestyle Company is entitled to claim from the customer a compensation corresponding to the depreciation of the products.
MY ORDER ARRIVES DAMAGED, WHAT DO I DO?
hello@delugeofficial.com If your order is delivered damaged, we ask you to report this to. This can be done via our complaints form or by e-mail to hello@delugeofficial.com within 2 months of the defect being found. Please include photos of the packaging and the damaged product as proof, along with details of your order, so that we can deal with the situation correctly as quickly as possible.
FREE GIFT AT CHECK OUT
Spend a certain amount and receive a free gift at checkout. No code is needed, as the gift is automatically added once your cart reaches the required value.
The gift changes regularly and is available in limited quantities. Please refer to the communication on the homepage for more details. It cannot be chosen or exchanged and is only available while supplies last. Once stock is depleted, the promotion will no longer apply.
This offer cannot be combined with other discount codes or promotions unless stated otherwise.
If items are returned and your order total falls below the required threshold, the gift must also be returned. Otherwise, the value of the gift will be deducted from your refund.
