frequently asked questions

 

orders

Do I need to open an account to place an order online?
No, you can use the guest checkout to complete your order. We recommend creating a customer account to speed up the process of checkout, redeem codes, view your order history and create a wish list of your favourites.

I have forgotten my password. What should I do?
Go to Sign In and click on 'forgot password'. You will receive an email containing a link to reset your password

My code will not work at checkout.
Please check the below suggestions.
- are you logged into your customer account
- does your order have the qualifying amount or products in your shopping bag
- is your code applied to a previous order you have returned back to

If you are still experiencing an issue, please email info@buy.dermalogica.co.uk


Can I redeem two codes against the same order?
Only one code may redeemed against an order

Can I be sent samples before I purchase?
Dermalogica® is a prescriptive, results orientated skin care line and as a brand that believes in the power of a skin care professional, the range is best used under the guidance of a professional skin therapist.
We know that great results can be achieved by using the appropriately prescribed products for your individual skin concerns and for this reason we do not send Dermalogica samples out to our online customers, as we cannot physically see the skin and determine the correct product recommendation. We will always direct you to your nearest Dermalogica® skin centre where a professional skin therapist will be able to assist you in your journey towards optimum skin health and provide you with a Face Mapping® skin analysis, product samples and a personalised skin care prescription for you to try at home.

To locate your nearest Dermalogica® skin centre please visit our store locator, input your post code and a list of your local Dermalogica® skin centres will be displayed


What forms of payment can I use?
We accept all major forms of credit and debit cards with the exception of American Express

My payment has been refused. What can I do?
Card payments are authorised by WorldPay, we are unable to process an order without a successful payment. Please contact your card issuer if you have any queries regarding a rejected payment.

Will I receive confirmation of my orders?
Yes, you will receive an e-mail confirmation generated immediately upon successful order submission

Can I place an order outside the United Kingdom / Ireland?
Unfortunately we do not ship goods outside the UK / ROI

Can I claim VAT back on my purchase made online?
Unfortunately we do not supply tax free forms, we recommend looking at the HMRC website for further advice, or visit customs airside and reclaim the tax there

Can I change my shipping address on my order once I have placed it?
Yes, please email info@buy.dermalogica.co.uk so we may update this for you

Can I cancel my order before it is despatched?
You can cancel your order at any time before it is despatched. Please email info@buy.dermalogica.co.uk and we will organise this for you. Should your order already be in the hands of our courier DPD, we will recall the order and issue a refund once our Distribution Centre receives it.

How do you manage back orders; does it show a back order; can I delete a back order?
Items will be displayed as ‘out of stock’ and therefore will not be available to order.

What if I need help or have a technical issue?
If you have a question not addressed by this FAQ, please send us an email to: info@buy.dermalogica.co.uk
 


shipping

What are my shipping options?
All orders are processed and shipped within 24 hours of purchase. Any orders placed on weekends or holidays will be shipped the next available business day.

What courier service do you use?
We use DPD couriers.
For UK all orders placed before 3pm are delivered the next working day.
For Republic of Ireland please allow 2-3 working days.

You can contact Dermalogica Customer Services by emailing customerservice@dermalogica.co.uk or call us on 01372 364894 Monday – Friday 8.30 – 5.30pm.


Will I receive notification that my order has been dispatched?
Yes, you will receive an email from DPD notifying you of your order being shipped.

How can I track my parcel?
You can track your parcel by visiting DPD.

Do I need to sign for my order?
Yes, DPD will require a signature when they deliver your parcel.

Do you ship internationally?
Unfortunately we do not ship goods outside the UK / Ireland.

Do you ship to ROI?
Yes, our shipping covers the Republic of Ireland.

What packaging will my order be shipped in?
Orders are shipped in a brown Dermalogica® branded cardboard box which are enclosed in a DPD bag.

returns

Can I return a skin centre purchase to your online store?
No, unfortunately, we cannot accept skin centre purchases returned to our online store.

Can I return a Dermalogica online purchase to a skin centre?
No, you can only return your buy.dermalogica.co.uk purchases to us.

How can I return or exchange my purchase from buy.dermalogica.com?
Please visit our returns page.

rewards

What is Dermalogica Rewards?
Dermalogica Rewards is the loyalty programme for all Dermalogica consumers that shop at online at buy.dermalogica.co.uk. This programme allows you to earn points for purchases, social media interaction, referrals and much more. Dermalogica Reward points can be redeemed for Dermalogica product gift sets.

Who is eligible to join?
All Dermalogica customers in the UK may enrol in the loyalty programme and start earning rewards!

What does it cost?
Enrolment is free.

How do I enrol?
Enrolment can be done by visiting buy.dermalogica.co.uk/rewards.

How do I earn points?
You can earn reward points in many different ways, check out the details in your rewards page!

Is there a limit to the number of points I can earn?
Taking into consideration that some tasks can only be done once while others allow you to earn points often, there are certain limitations on the number of points you can earn per day, month, per quarter or per year.

Why do I not see all of my points?
When you earn Points for certain activities, they will initially appear as pending. They only become available as redeemable Points after the specified pending period has passed. You can view your pending and current point balance in your Dermalogica Rewards account dashboard. Log in to your buy.dermalogica.co.uk account, go to Rewards, and then click on Activity. There you can view your approved and pending points.

Do my points expire?
Dermalogica Rewards Points only expire after 12 months of account inactivity.

What can I redeem my points for?
You can redeem points for Dermalogica product gift sets which are available to you.

How can I view my points balance?
To view your balance and programme activity, login to your Webshop account and select the “Rewards” tab. Once logged in to your account, click on the "Activity" tab. There you will find a detailed list of all programme activity and the points you have accrued for each action.

How do I redeem points?
To redeem your points for rewards, login to your Webshop account and click on the "Rewards" tab. There you will find a list of all programme rewards. There will be a "Redeem" button below any reward that you have enough points to claim. Click on "Redeem" and follow the detailed instructions.

Am I able to use points at checkout?
Not at this time. Your points can be only be redeemed on exclusive Dermalogica product gift sets.

Is there a place where I can report a problem or make a suggestion?
Please email all questions and inquiries to rewards@dermalogica.co.uk.