We’re always happy to answer your questions and queries, so we’ve put a few of the ones we get asked the most below.

Don’t see the answer you’re looking for? Feel free to drop us a line at, and we’ll get back to you as soon as we can.

General FAQ's

The DCYPHER Skin Tone Analyser measures your exact shade meticulously, which means it has to be very sensitive to changes in light. As a result, you’ll rarely get the exact same ID twice – but the differences are so subtle that you wouldn’t notice them with the naked eye.

If you’ve got multiple IDs and would like us to check them, please don’t hesitate to get in touch at

First of all, you might need to go to your browser settings and check that the permissions for your camera are switched on.

If that doesn’t work, make sure you’re visiting our website directly through a browser rather than through an app – such as Facebook or Instagram. You can find that by typing the URL ( straight into the search bar. Check your internet connection, and if you’re still having issues, give it a go on a different device.

Unlike other brands, we don’t match your skin to a pre-existing shade. Instead, we use world-first technology to determine your exact skin tone and custom-blend a foundation fit it perfectly. You won’t find makeup with this level of mixed-to-measure accuracy anywhere else.

The truth is, it doesn’t have to be. Most other brands have a limited range of shades, and will match your skin to the nearest one. That’s rarely accurate, and can make it feel like your shade is impossible to find. Here at DCYPHER, we measure your skin tone accurately and mix a foundation to match it perfectly – simple.

If the shade is not 100% perfect you can send us feedback on ouradjustments formand we will send you a free adjustment.

Requests for free adjustments must be recieved within one month of the last product we sent.

We are happy to provide up to 3 adjustments, after which we will process a full refund if you are still unhappy.

We don’t offer samples of our products, simply because our first-time success rate is so high. When you order a full size bottle, we’ll make as many adjustments as you need for free. Then, if you’re still not happy, we’ll offer you a refund. You can read our full returns policy.

We don’t offer discount codes, but we do have the occasional short-term promotions. You can find out about these by following us on Instagram or signing up to our mailing list.

All duties and tax for the UK and EU are included at checkout

If you have any issues with your order please contact us immediately by emailing

New Formula FAQ's

Yes, the all-new My Custom Foundation still uses our world-first AI Skin Tone technology to measure and create a Custom Foundation to fit your
unique skin tone.

It’s your new and improved perfect skin in a bottle.

Our old formula will not be available going forward to make way for our new and improved formula. The new formula has been designed to have very little changes in terms of how it feels on the skin but will incorporate lots of new benefits for skin health and product performance.

If you are reordering your foundation, you can order your existing skin tone, we aim to provide exactly the same shade but there may be a small change in the shade in some instances as we switch over. If you are not 100% happy, get in touch.

Our new formula is suitable for all skin types and is designed to feel the same as the previous formula on application and in wear. The new formula includes improved hydration with the addition of hylauronic acid as well as fruit extracts which are known to provide environmental protection. Our radiant finish includes a new and improved optic to give you the optimum glow and our matte finish provides is more matte than before being perfect for those with oilier-skin.

We have removed/replaced some ingredients to make the formula “cleaner”. Our formula still contains no fragrance or allergens and is non-comedogenic.

Our new formula provides more coverage than before for the medium and full coverage options so you may notice a difference in how much of your natural skin it covers. We are happy to adjust the formula to a lower coverage if you find it is too high coverage for your needs.

We have optimised our range of finishes including a new optic in our radiant formula to give a more natural radiant glow. Our matte formula has been designed to be matter than before while removing talc.

Extracts from Caesalpinia Spinosa Fruit and Kappaphycus Alvarezii ensure that the formula provides a natural second skin which holds your DCYPHER complexion in place for longer while still feeling weightless and skin-like.

In addition to glycerin we now include hyaluronic acid, both are incredible humectants which keep your skin hydrated throughout wear.

We also include a blend of Caesalpinia Spinosa Fruit and Kappaphycus Alvarezii extract which ensure that the formula provides a natural second skin and holds your DCYPHER complexion in place for longer while still feeling weightless and skin-like.

The new optic in our radiant finish gives healthier glow than ever.

We have removed/replaced some ingredients to make the formula “cleaner”. Our formula still contains no fragrance or allergens and is non-comedogenic.

Hyaluronic acid and glycerin are humectants, which help to retain moisture.

These humectants work together to get moisture to where you skin needs it most. They draw moisture from the deeper layers of your skin to the outer layer, keeping it hydrated.

The hyaluronic acid in our formula is of a low molecular weight as it better reaches the deeper layers of your skin for enhanced hydration, plumping your skin to reduce fine lines.

The natural extracts from Caesalpinia Spinosa Fruit and Kappaphycus Alvarezii combine to create a temporary, invisible, flexible and breathable layer on the skin’s surface, ensuring a smooth longer lasting coverage.

This layer not only provides protection against everyday environmental factors like pollution, and allergens, but also helps to retain moisture to enhance your skins hydration.

While we aren’t able to say we are allergen free, we don’t include any fragrances which often lead to skin sensitivity.

If there are any specific ingredients you are concerned about please get in touch at and we can help further.

The new formula is designed to be as easily applied as our previous formula therefore you should not need to do anything differently.

You might notice the medium and full coverage formulas are higher coverage than before, so you may need to apply less, or dilute with a moisturiser on days that you would require less coverage.

We’re always happy to hear from our customers, please email with any feedback you may have.