Store

The store sells physical things - devices, accessories, topicals, supplements. You browse, add to a cart, and pay.

Prices you see are the prices you pay. The price shown while browsing, in your cart, and at checkout is the same figure in the same currency. There is no conversion applied at the last step.

Your routine needs

Where a step in your routine uses something the store sells - the oil, say - the store points it out. That list only contains things your routine uses and you do not have yet, so it empties itself as you go, and disappears when there is nothing left on it.

Coming soon

Some products are listed before they can be ordered. They carry a Coming soon mark and, when we know it, the price we expect. You cannot add them to your cart yet.

Notify me on the product’s page asks us to tell you when it can be ordered. You get one email and one note in the app, and then it switches itself off. Tap it again to stop waiting. Until then, the page lists shops that sell it today, your country first.

Used in your routine

A product’s page shows the techniques in your routine that use it, how often and for how long, with the film.

Stock

Where something is running low or has sold out, the item says so - including on your cart line, which is why the quantity control sometimes stops before you expect it to.

Your cart does not hold stock. It checks what is available when you add something - which is why the quantity control stops where it does - but until you start checkout, someone else can buy the last one. If that happens you will be told at checkout rather than after paying.

Starting checkout is what reserves it. From that point the item is held for you while you pay, and if you leave without paying the hold is released after a while and it goes back into stock. So if the cart has been sitting open for a day, expect it to be re-checked rather than honoured.

Following an order

Your orders page lists what you have bought, and opening one shows where it is: paid, being prepared, shipped, delivered.

Two things worth knowing:

• An order can look “pending” for a moment after you pay. Confirmation comes from the payment provider rather than from your browser, so it can arrive a beat after you land back on the page. It will update.
• A cancelled or refunded order shows no progress track. It stopped, and drawing a track toward delivery would suggest otherwise.

If something is wrong with a delivery

Three things to check first, because they account for most cases:

• The tracking link on the order. It goes to the carrier’s own tracking rather than to a Densy page, so for a parcel that is late or has stopped moving it is more current than anything we could tell you.
• The delivery address on the order. It is a snapshot of what was entered at checkout and does not change afterwards - an address corrected somewhere else later will not have moved the parcel already on its way.
• Whether the order says delivered. That is set when the carrier reports delivery, which occasionally arrives before the parcel does.

If none of those explains it - a parcel marked delivered that has not arrived, something damaged in transit, or the wrong item - contact support with your order code. There is no self-serve return or refund in the app. These are looked at case by case, so a message with the order code is the route rather than a form to fill in.

Paying for Densy is separate

Your membership is not bought here, and nothing in the store affects it. See Membership for the trial, the two ways of paying, and cancelling.

Common questions

I was charged but my order still says pending. Give it a moment and reload. If it persists, contact support with your order number

• the payment and the order are linked on our side even when the page is behind.

Do I have to buy the product my routine mentions? No. Your routine runs whether or not you own it, and you can tell the protocol page you use your own instead.

Something in my cart went out of stock. The cart line says so, and the quantity control stops. Removing it lets you check out with the rest.