Delivery

How does our delivery work?

We use Royal Mail to despatch most orders, these are sent via a Tracked service with real-time updates by test / email whilst in transit.

As soon as your order has been despatched you will receive an email confirmation that will include your tracking number. As many parcels are picked & packed throughout the day and collected late in the afternoon, it can take up to 12 hours for any tracking events to show for your parcel.

Most orders placed will be shipped with all items together in one package but if some items are going to be delayed you may receive notification of a part-shipment and subsequently multiple tracking details may be provided.

If you have received notification that your order has been shipped but not received anything within the estimated timescale (all locations provided below). Please follow the tracking link first before getting in touch. This will usually display where your parcel is & how long before you will get your hands on it!

We ensure the safe delivery of our parcels in most cases requiring a signature upon arrival. Therefore if you opt to ‘leave in a safe place’ with the delivery service we are unable to accept any liability for loss or damage of the parcel & it’s contents.

Please note that if your order contains items the are available on pre-order only, any additional items will be held until the pre-order it ready for despatch. If you need some of the other items sooner we recommend placing an additional order rather than combining the items.

Standard Shipping

Orders less than £30
Tracked 48 (Estimated 2-3 Working Days) – £3.50
Tracked 24 (Estimated 1-2 Working Days) – £4.50

Orders more than £45
FAST & FREE (Estimated 1-4 Working Days) – FREE!


Royal Mail Next Working Day

Guaranteed Next Working Day – when ordered before 3pm weekdays
Next Working Day – £10

Royal Mail International Tracked

Estimated 4-7 Working Days
Orders less than £150 – £8.50
Orders more than £150 – FREE


Customs & taxes

Following the United Kingdom’s exit from the EU on 1st Jan 2021 we now have to implemented the following new procedures.

The following changes are:

  1. No VAT (Tax) will be charged for any orders where the shipping address is outside the UK. This will be a 20% reduction in purchase price.
  2. All overseas orders may be subject to duty, clearance and import tax charges.  This will be the responsibility of the buyer to pay. We have no control over these fees & they will vary depending on the destination country. Generally the fee will be similar to the 20% tax that would have been paid when the UK was in the EU.
  3. In most cases you should be contacted by the customs department prior to delivery to make payment to any fees, if you are waiting more than 2 weeks for your order, please check the tracking for updates. Some postal services may deliver the parcel first and later provide you with a fee to pay.
  4. There may be delays to receiving your parcel due to a back log of exported goods from the United Kingdom, alongside social distancing due to the pandemic & poor weather conditions in some cases.
  5. Parcels will generally be delivered to the address provided to us during the checkout, however some may need to be collected from a local postal sorting center. We have no control over this & cannot arrange the parcel to be delivered to your address if it has been requested that it is collected.

If you need any further information or advice, please Email Us and we will endeavour to get back to you as soon as possible.

Royal Mail International Tracked & Signed

Estimated 10-20 Working Days
Price dependant on order value & location, proceed to checkout to get a quote for the shipping options.


Customs & taxes
  1. No VAT (Tax) will be charged for any orders where the shipping address is outside the UK. This will be a 20% reduction in purchase price.
  2. All overseas orders may be subject to duty, clearance and import tax charges.  This will be the responsibility of the buyer to pay. We have no control over these fees & they will vary depending on the destination country.
  3. In most cases you should be contacted by the customs department prior to delivery to make payment to any fees, if you are waiting more than 2 weeks for your order, please check the tracking for updates. Some postal services may deliver the parcel first and later provide you with a fee to pay.
  4. There may be delays to receiving your parcel due to a back log of exported goods from the United Kingdom, alongside social distancing due to the pandemic & poor weather conditions in some cases.
  5. Parcels will generally be delivered to the address provided to us during the checkout, however some may need to be collected from a local postal sorting center. We have no control over this & cannot arrange the parcel to be delivered to your address if it has been requested that it is collected.

If you need any further information or advice, please Email Us and we will endeavour to get back to you as soon as possible.

Returns

Change of Mind

In the unlikely event that you are not completely satisfied with your purchase, please contact customer service within 14 days of receipt of your order to arrange the return of your item. You will be provided with a returns reference number.

Email Us, please remember to include your full name & order number so that we can service your request as quickly as possible.

All items returned must be in saleable condition, must be in its original packaging, unopened & unused. At current we do not offer a free returns service so the item(s) will be returned at your own expense. Once the item(s) have been received & checked we will refund the cost of the item(s) excluding any shipping fees paid. Returns should be received within 30 days of contacting customer service. It is your responsibility as the customer to ensure the safe return of the parcel, we recommend to use a tracked service. This does not affect your statutory rights.

Faulty, Damaged & Missing Items

All our items are checked before despatch to make sure that they are of the highest quality. If upon receipt of your order you notice any damage or have received a faulty product, please contact us within 14 days to arrange a replacement.

Email Us, please remember to include your full name & order number so that we can service your request as quickly as possible.

Once we have received the faulty / damaged item, a replacement will be issued as quickly as possible. The shipping fees for this replacement will be free of charge. If you would prefer a refund for faulty / damaged goods, we will refund the cost of the product, excluding any shipping fees paid.

All returns are to be sent to:

The Derma Company
95 Guildford Street
Luton, Beds
LU1 2NW
UK

If you have received your parcel and there are items missing, please check inside all packaging as some very small make-up products may be wrapped in brown paper that is the same that often used to fill the package. Notification of any shortages in delivered goods should be made within 7 days of their receipt Email Us

Refused & Undeliverable Packages

All undeliverable packages due to incorrect name, address, not present or failure to collect (after failed delivery) may be returned to our warehouse by the shipping provider. This is usually within 14 days of the parcel returning to the depot, if are parcel has been unable to be delivered. If you wish for the parcel to be resent there will be an additional postage cost of £4.50 for UK parcels, £10 for Europe, £15 for outside Europe. Alternatively a refund will be offered minus any packaging & shipping costs incurred, regardless of a free shipping option offered upon purchase.