Frequently Asked Questions
Find answers to your queries about Dermaelle products, orders, and more. Our comprehensive FAQ section is designed to provide quick and clear information, helping you make informed decisions and enjoy a seamless Dermaelle experience.
Your Questions, Our Answers
At Dermaelle, we strive to ensure your products reach you quickly and safely. We offer various shipping options to accommodate your needs, both domestically and internationally. Our standard delivery times typically range from 3-5 business days for domestic orders and 7-14 business days for international shipments, depending on the destination and customs processing.
How long does shipping take?
Shipping times vary based on your location and the shipping method selected at checkout. For UK orders, standard shipping usually takes 3-5 business days. International orders can take between 7-14 business days, not including potential customs delays. You will receive a tracking number via email once your order has been dispatched.
Do you ship internationally?
Yes, Dermaelle is proud to offer international shipping to many countries worldwide. Please note that international orders may be subject to customs duties, taxes, and fees levied by the destination country. These charges are the responsibility of the recipient. We recommend checking with your local customs office for more information.
What are the shipping costs?
Shipping costs are calculated at checkout based on the weight of your order, the destination, and the chosen shipping method. We occasionally offer free shipping promotions, so keep an eye on our website and social media channels for updates.
We offer a variety of secure payment methods to ensure a smooth and convenient shopping experience. All transactions are encrypted to protect your personal and financial information. Once an order is placed, you will receive a confirmation email with all the details.
What payment methods do you accept?
Dermaelle accepts all major credit and debit cards, including Visa, MasterCard, American Express, and Discover. We also offer payment through secure platforms like PayPal for added convenience and security. All payments are processed through a secure gateway.
Can I change or cancel my order after it's placed?
We process orders quickly to ensure prompt delivery. If you need to change or cancel your order, please contact our customer service team immediately at [email protected] or call us at +44 20 7946 0885. We will do our best to accommodate your request, but please note that once an order has been processed for shipping, we may not be able to make changes.
How can I track my order?
Once your order is shipped, you will receive an email with a tracking number and a link to the carrier's website. You can use this number to monitor the status and estimated delivery date of your package. If you have any issues tracking your order, please don't hesitate to contact us.
Your satisfaction is our priority. If you are not completely happy with your Dermaelle purchase, we offer a straightforward return and refund policy. Please review the details below to understand the process.
What is your return policy?
You may return most new, unopened items within 30 days of delivery for a full refund. Items must be returned in their original packaging and condition. Used or opened products are generally not eligible for return due to hygiene reasons, unless they are found to be defective. Please visit our Terms & Conditions page for full details.
How do I initiate a return?
To initiate a return, please contact our customer support team at [email protected] with your order number and the reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send back your item(s).
When will I receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Discover the science behind Dermaelle's innovative skincare solutions. Our products are formulated with high-quality ingredients to deliver effective results for various skin concerns. Learn more about what makes Dermaelle special.
Are Dermaelle products suitable for all skin types?
While many of our products are designed to be universally beneficial, some are specifically formulated for certain skin types or concerns (e.g., sensitive, oily, dry, anti-aging). We recommend checking the product description on each product page for detailed information on suitability and ingredients. If you have extremely sensitive skin or specific allergies, we always recommend performing a patch test first.
Are your products cruelty-free and vegan?
Dermaelle is committed to ethical and sustainable practices. We are proud to confirm that all Dermaelle products are 100% cruelty-free and are never tested on animals. Many of our formulations are also vegan; however, some products may contain ethically sourced ingredients like beeswax. Please refer to individual product pages for specific vegan status.
What ingredients do you use?
We prioritize using high-quality, scientifically-backed ingredients known for their efficacy and safety. Our formulations often feature natural extracts, potent antioxidants, and advanced dermatological compounds. A full list of ingredients for each product can be found on its respective product page. We avoid harsh chemicals and artificial fragrances where possible.
Here you'll find answers to common questions about Dermaelle as a company, our mission, and how to get in touch with us if you can't find what you're looking for.
How can I contact Dermaelle customer service?
Our dedicated customer service team is available to assist you from Mon-Fri: 9:00-18:00, and Sat: 10:00-16:00. You can reach us via email at [email protected] or by phone at +44 20 7946 0885. You can also visit our Contact Us page for more options.
Where is Dermaelle located?
Dermaelle is headquartered in the UK. Our main office is located at 10 Downing Street, Westminster, London SW1A 2AA, UK.
How can I stay updated on new products and promotions?
The best way to stay informed about Dermaelle's latest products, exclusive promotions, and skincare tips is to subscribe to our newsletter. You can sign up on our homepage. You can also follow us on our social media channels for daily updates and community engagement.
