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frequently asked questions
How soon will I start seeing results from using Dermalogica products?
Some people see results the first time they use the products, and everyone tells us that their skin feels different straight away. The skin feels, clean, smooth, hydrated, and reflects a new level of health that's visibly noticeable. If the skin has more advanced long-term needs, such as treatment of skin ageing, acne or hyperpigmentation caused by hormonal fluctuations or sun damage, results may not be immediately visible; however, skin health will continue to improve as you follow the advice of your professional skin therapist, your Face Mapping® zone-by-zone prescription and your home care regimen.
What are the long-term benefits of using Dermalogica products?
Plain and simple - healthy skin. Dermalogica uses ingredients designed to help keep skin at an optimal level of fitness - not just cover up with cosmetic results. But don't get us wrong: a benefit of healthy skin is skin that looks its best! In addition, when skin is at an optimal level of fitness, your professional skin therapist can more effectively address issues that may arise from time to time, as your skin's needs are constantly changing.
Why do I need a professional skin therapist?
For the same reason doctor and dentist check-ups are necessary: for better health!
Skin is a living part of your body (your largest organ, in fact), that defends against environmental assaults and extreme temperatures. It helps eliminate toxins from the body. It heals from cuts, abrasions and scratches like a champ. It's continually renewing and protecting. Simply put, skin keeps the bad stuff out and the good stuff in.
So why do you dote more on your hair and nails - two items on your body that aren't actually living? Your skin needs personal attention from a professional - and that professional is a Dermalogica professional skin therapist.
At Dermalogica, we train more than 75,000 professional skin therapists a year. Dermalogica professional skin therapists are licensed, intensely educated skin health experts trained to prescribe Dermalogica products and deliver Dermalogica professional skin treatments. They have the answers to your most pressing skin care concerns. They know how to deliver real, visible results. They're the best in the business, and have a real passion for taking care of your skin.
Your best-looking skin starts with healthy skin, and healthy skin starts with a Dermalogica professional skin therapist. Start living your healthiest skin!
Where are Dermalogica products made?
We are proud to make all our products in Southern California: Having our manufacturing facilities so close to our headquarters allows us to maintain a superior quality standard and level of oversight, and also support the local economy. Made in Southern California, Dermalogica is sold in over 80 countries around the world.
Where can I find product ingredient listings?
Ingredient listings can be found on each of our product detail pages.
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.
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.
What forms of payment can I use?
Card payments are authorised by Stripe, 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.
My payment has been refused. What can I do?
Card payments are authorised by Stripe and PayPal, 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 of 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 cancel my order before it is despatched?
We cannot amend or cancel orders once they have been submitted and you will need to use the returns portal to make a return for any unwanted items.
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: email@example.com
Where's my invoice?
As we move towards sustainability we are no longer adding paper invoices to orders. If for any reason you need your invoice, then please send us an email to: firstname.lastname@example.org we can email this to you.
Loss of orders or wrong items being received
1. If you have received any wrong items you must contact our customer service team as soon as possible on email@example.com
2. For orders with wrong items please contact with a picture of your order and clearly showing the items in your possession.
Dermalogica will not accept images from our website, 3rd party websites or any other images that are not of your own Dermalogica order with packaging. If the images supplied do not meet the guidelines there may be a delay processing your request.
3. In the event of loss or a wrong order being received, Dermalogica reserve the right in the first instance to send a replacement order within a 10-day time frame.
Amending a placed order
Once you have placed your order, we are unable to make any amends to this order. We can not remove items or add items to an order. Should you have any issues with your order please contact our customer service team on firstname.lastname@example.org once you have received your delivery.
1. Contact our customer service team on email@example.com with a picture of your order and clearly showing the items in your possession. Dermalogica will not accept images from our website, 3rd party websites or any other images that are not of your own Dermalogica order with packaging. If the images supplied do not meet the guidelines there may be a delay processing your refund.
2. Our customer service team will be in contact within 3-5 working days with instructions for returns.
It is the customer's responsibility to repackage the items for return. Dermalogica does not send out boxes, envelopes, jiffy bags or any other packaging material for customers to return items.
3. If a collection is needed these are within the 9am-5pm Monday to Friday time frame. It is the responsibility of the customer to be available and present for the collection to take place.
Automatically applied promotions
Promotional items are automatically applied to the basket when a customer reaches the minimum spend level required. These cannot be used in conjunction with any other promotional offer or code. These can be redeemed on subscription purchases and is only applied to the first order. If the free items are not applied to the basket please contact firstname.lastname@example.org before you submit your order. If orders are submitted without free items shown it will be at Dermalogica's discretion whether to send missing free items out separately.
Promotions with codes
Promotional items are automatically applied on the submission of the qualifying promotional code in the bag page and when the customer reaches the minimum spend level required. These cannot be used in conjunction with any other promotional offer or code. These can be redeemed on subscription purchases and is only applied to the first order. It is the responsibility of the customer to add the code to the promo box in the bag. Once the code has been added the free items will add to the bag. If the items do not add or the code does not apply please contact email@example.com before you submit your order. If orders are submitted without a code applied or free items shown in the basket it will be at Dermalogica's discretion whether to send missing free items out separately.