Delivery

How does our delivery work?

We use DPD to despatch most orders, these are sent via a Tracked service with real-time updates by text / 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

For same day despatch orders must be placed by 3pm weekdays, subject to stock status.

Spend Upto £44.99
Tracked Shipping – £4.50

Spend £45.00+
Tracked Shipping – FREE!

Delivery estimate from despatch – 1-3 Working Days



Premium Shipping

DPD Next Working Before 12pm – £8

DPD Next Working Before 10:30am – £14

Northern Ireland & Scottish Highlands

For same day despatch orders must be placed by 3pm weekdays, subject to stock status.

Spend Upto £44.99
Tracked Shipping – £8

Spend £45.00 – £64.99
Tracked Shipping – £4.50

Spend £65.00+
Tracked Shipping – FREE!

Delivery estimate from despatch – 2-4 Working Days


Channel Islands, Isle of Man, Scottish Islands

Spend Upto £44.99
Tracked Shipping – £10

Spend £45.00 – £79.99
Tracked Shipping – £6

Spend £80.00+
Tracked Shipping – FREE!

Delivery estimate from despatch – 2-4 Working Days

DPD Tracked

Spend Upto £100
Tracked Shipping – £8

Spend £100+
Tracked Shipping – FREE!


Estimated 2-4 Working Days
Delivery times estimated but not guaranteed, they may vary due to adverse weather conditions, busy periods & customs clearance delays. Parcels heading to offshore or remote locations are likely to take longer to arrive.

If you have not received your parcel within 10 working days (excluding weekends & public holidays), please get in touch.

Customs & Duties

Since the UK has left the EU there will now be a customs & duties payable on ALL parcels to Ireland, the customs clearance fee is £4.75 (€6.15) + VAT (21%) based on the value of the items in your package. Once your parcel is in transit & has reached customs you will receive a notification from DPD to make payment for this customs charge. eg when placing an order valued at £100 (ex VAT), the customs (VAT) fee will be approximately €25.50 + Customs Clearance Fee €6.15 = €31.65

Important: Failure to pay the customs charge will result in the parcel being returned. Returned parcels due to failure to pay will be refunded minus any fees associated with the cost of despatch & return, this is usually around £20.

DPD Tracked

Price & delivery estimate is dependant on the shipping location, please gain a quote at the checkout.


Estimated 2-10 Working Days
Delivery times estimated but not guaranteed, they may vary due to adverse weather conditions, busy periods & customs clearance delays. Parcels heading to offshore or remote locations are likely to take longer to arrive.

If you have not received your parcel within 20 working days (excluding weekends & public holidays), please get in touch.

Customs & Duties

Since the UK has left the EU there will now be a customs & duties payable on ALL parcels to Europe, the customs clearance fee is £4.75 (€6.15) + VAT (local country rate) based on the value of the items in your package. Once your parcel is in transit & has reached customs you will receive a notification from DPD to make payment for this customs charge.

Important: Failure to pay the customs charge will result in the parcel being returned. Returned parcels due to failure to pay will be refunded minus any fees associated with the despatch & return, any outbound shipping costs cannot be refunded & there will be a return from the courier of £20.

DPD Tracked

Price & delivery estimate is dependant on the shipping location, please gain a quote at the checkout.

Estimated 8-30 Working Days
Delivery times estimated but not guaranteed, they may vary due to adverse weather conditions, busy periods & customs clearance delays. Parcels heading to offshore or remote locations are likely to take longer to arrive.

If you have not received your parcel within 30 working days (excluding weekends & public holidays), please get in touch.

Customs & Duties

Since the UK has left the EU there will now be a customs & duties payable on ALL parcels to Europe, the customs clearance fee is £4.75 (€6.15) + VAT (local country rate) based on the value of the items in your package. Once your parcel is in transit & has reached customs you will receive a notification from DPD to make payment for this customs charge.

Important: Failure to pay the customs charge will result in the parcel being returned. Returned parcels due to failure to pay will be refunded minus any fees associated with the despatch & return, any outbound shipping costs cannot be refunded & there will be a return from the courier of £20.

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, undamaged & unused. 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. Please note we will be unable to offer a refund for any items returned in an unsaleable condition. They will be disposed of or re-despatched at our standard rate shipping if you would prefer. Returns must be received within 30 days of receipt of your order being delivered. 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.

Sensitivity or Reactions

If you are experiencing any sensitivity with the products purchased from The Derma Company, we would initially advise to pause using the product and get in touch with our customer care team. In most cases we will be able to advise you how to integrate the product back into your skincare regime. In the unlikely event that we are unable to find a resolution we may advise to discontinue use of the product temporarily or permanently.

The Derma Company is usually unable to accept the return of any used items however some of our skincare brands do offer the ability to complete a reactions form and we may then be able to accept the return and offer a partial or full refund for the item(s).

Faulty, Damaged & Missing Items

We do our very best to check all items before despatch to make sure that they are of the highest quality however in some cases due to security seals we are unable to confirm that the item is going to function correctly. 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 refund or replacement will be issued as quickly as possible. The shipping fees for this replacement will be free of charge. If you opt for a refund for faulty / damaged goods, we will refund the cost of the product, excluding any shipping fees paid.

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 must be made within 14 days of their receipt, after this time we will be unable to process your request 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 around 2 weeks for UK parcels, 3-5 weeks for parcels outside the UK. If you wish for the parcel to be resent there will be an additional postage cost of £5 for UK parcels, £15 for Europe, £20 for outside Europe. Alternatively a refund will be offered minus any picking, packaging & shipping costs incurred, regardless of if a free shipping option offered upon initial purchase.