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FAQs

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frequently asked questions

Our products

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 elimin ate 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.

Why doesn't Dermalogica formulate make-up or hair products?

Actually, we do, just from a skin health perspective! Dermalogica's number one focus is the health of skin - and we believe that taking good care of skin is just as important to your daily routine as brushing your teeth! We also know when skin is healthy, it looks its best.

With that in mind, Dermalogica has created products to meet the needs of those who want skin and hair care products that function first and foremost for the health of skin.

Our primers are what we like to call your last step in skin care and your first step in make-up! They're lightweight, moisturising, and helps condition skin while functioning as the perfect base for your make-up.

From our Body Therapy line of products are Daily Cleansing Shampoo and Daily Conditioning Rinse, two gentle, daily use, therapeutic products for hair and scalp health. Daily Cleansing Shampoo contains moisturising and antioxidant-rich Argan, Avocado, and Coconut oils to infuse shine and softness into every strand of hair whilst also helping to shield it from sun damage. Daily Conditioning Rinse contains Panthenol (Pro-Vitamin B5) to help condition compromised cuticles and intensifies shine without adding extra weight.

Where can I find product ingredient listings?

Orders

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 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 ecomcustomerservice@dermalogica.com 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 ecomukcancellation@dermalogica.com 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.

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: ecomcustomerservice@dermalogica.com

Where's my invoice?

As we move towards sustain ability we are no longer adding paper invoices to orders. If for any reason you need your invoice, then please send us an email to: ecomcustomerservice@dermalogica.com and we can email this to you.

Delivery delays due to covid-19

Please note: due to the current impact of COVID-19 our delivery partner is experiencing some delays, however we are doing our best to get your delivery to you as soon as possible but in some cases, this may take longer than expected.

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 ecomcustomerservice@dermalogica.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 ecomcustomerservice@dermalogica.com once you have received your delivery.

Submitting returns

1. Contact our customer service team on ecomcustomerservice@dermalogica.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.

Dermalogica rewards

What is Dermalogica Rewards?

Dermalogica Rewards is the loyalty program for all Dermalogica consumers that shop online at dermalogica.co.uk. This program allows you to earn points for purchases, referrals and much more. Dermalogica Reward points can be redeemed for Dermalogica products.

Who is eligible to join?

All Dermalogica customers in the UK and Ireland may enrol in the loyalty program and start earning rewards!

What does it cost?

Enrolment is free.

How do I enrol?

Enrolment can be done by visiting our rewards page

How do I earn points?

You can earn reward points in many different ways. Each time you place an online product order at www.dermalogica.co.uk you accumulate points. You can also earn points by linking your Facebook or Twitter accounts with your rewards account. There are many ways to earn points - see below for details.

program enrolment 50
product purchase 1 point per £1 spent
refer a friend for Dermalogica Rewards sign-up 50
refer a friend for Dermalogica product purchase 100
email a friend 10
connect Facebook account 1 time - 25 points
connect Twitter account 1 time - 25 points
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 constantly, there are certain limitations on the number of points you can earn per day, month, per quarter or per year.

How often/how many points:
program enrolment 1 time - 50 points
product purchase on-going
refer a friend for Dermalogica Rewards sign-up 50 points per month
refer a friend for Dermalogica product purchase 100 points per 4 months
email a friend 10 points per month
connect Facebook Account 1 time - 25 points
connect Twitter Account 1 time - 25 points
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 rewards account, go to My Rewards, then click on Activity. There you can view your approved and pending points.

Point availability/pending period:
program enrolment immediately
for each dollar spent (online) immediately
refer a friend that joins the program immediately
refer a friend that purchases immediately
email a friend immediately
connect your Facebook account immediately
connect your Twitter account immediately
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 a variety of Dermalogica product gifts.

How can I view my points balance?

To view your balance and program activity, login to the member application via the Dermalogica Rewards Page. Once logged in to your account, click on the 'Activity' tab. There you will find a detailed list of all program activity and the points you have accrued for each action.

How do I redeem points?

To redeem points online, login to the member application via the Rewards Page and click on the 'Rewards' tab. There you will find a list of all program 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 redeemed for exclusive Dermalogica product gift sets.

What happens to my points if return products?

The applicable points will be deducted from your rewards programme if you return a product

How do I leave the program?

You can leave at any time, just email a request to rewards@dermalogica.co.uk. You'll be unenrolled from the scheme and you'll lose all points earned. Please note your Dermalogica account will still be active. If you would like this cancelled too, please specify on your email request.

What happens if I leave and decide to join again?

You're always welcome back. Just email us at rewards@dermalogica.co.uk with your request and we'll create a new Dermalogica Rewards account for you. Please note - your point balance will restart from zero.

What is refer a friend?

The Dermalogica referral program rewards you and your friends. Your friends will get 10% off for their first purchase and in turn you get a 10% for each successful referral.

Who can refer?

Anyone can refer a friend to Dermalogica. You do not need to have a Dermalogica account to refer.

How many friends can I refer?

There is no limit to how many friends you can refer. So the more you refer - the more you save.

What happens if a friend I refer to cancels or returns their order?

You will only receive your 10% voucher after 30 days which is when returns and cancellations can no longer processed.

Is there a place where I can report a problem or make a suggestion?

Please email all questions and inquiries to ecomcustomerservice@dermalogica.com

Promotions

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. If the free items are not applied to the basket please contact ecomcustomerservice@dermalogica.com 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 and when the customer reaches the minimum spend level required. These cannot be used in conjunction with any other promotional offer or code. 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 ecomcustomerservice@dermalogica.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.

Pick and mix promotions and samples

It is the customers responsibility to pick the free items or samples from the carousel at the top of the page. These cannot be used in conjunction with any other promotional offer or code. When the customer reaches the minimum spend level required and has picked their free gifts the items will automatically be added to the bag. If the free items are not applied to the bag please contact our customer service team on.

ecomcustomerservice@dermalogica.com before you submit your order. If orders are submitted without free items selected and shown in the basket at checkout it will be at Dermalogica's discretion whether to send missing free items out separately.