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FAQ - ORDER INQUIRIES

Can I cancel my order?

Changed your mind? Made a mistake? That’s okay! First, please check the status of your order. We are unable to cancel an order if it has already been packed by our warehouse. 

Please reach out to us through our contact form or give us a call and our customer service team will help you. Please have your order number on hand and reach out as quickly as possible so that we cancel your order in time. We will confirm once your order has been canceled. Once an order has been packed by our E-Commerce, we are no longer able to cancel the order but we do offer our 30-day refund policy in any event.

View the refund policy here.

Wait! I want to change my order!

Unfortunately, once an order has been placed, we cannot add or swap anything out. We may be able to cancel and refund the unwanted product(s) or your whole order so that you can place another with the correct items! However, after placing an order, if you notice incorrect items, let us know as soon as possible by phone or reach out to us via our contact form.

Simply give us a call or fill out the contact form.

There’s an item missing/damaged from my order. My order is wrong.

Oh no! We’re so sorry about this. We do our best to pack orders correctly, but we can make mistakes.

Please complete this contact form with your order number, photo/s of the damaged products received (if applicable) or details of the wrong products delivered.

My order is missing / stolen 😲

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please get in touch with us or submit this form to start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take 5-10 business days to conclude.

Until a missing package has been returned to Dermal Health Science or officially declared lost, we cannot reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD), we cannot issue a refund if these parcels are lost/stolen.

Contact us about a damaged or incorrect order.
    Please complete this contact form with your order number, photo/s of the damaged products received (if applicable) or details of the wrong products delivered.
    Contact us about cancelling an order or product.

    We cannot cancel an order if our warehouse has already packed it.

    Please reach out to us through our contact form or give us a call, and our customer service team will help you. Please have your order number on hand and reach out as quickly as possible so your order can be cancelled in time. Once our E-Commerce team has packed an order, we can no longer cancel the order, but we do offer our 30-day refund policy in any event.

    View the refund policy here.

    Contact us about a delivery issue.

    If you’re unable to locate your parcel, please submit this form so that we can start an investigation with the courier regarding your missing parcel.

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      ★ Judge.me Reviews

      Let customers speak for us

      5320 reviews
      Write a review
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      (23)
      C
      AD - Treatment Pack
      Carli
      AD

      So far I am enjoying the products. I would like something a bit more moisturizing, but I am excited to see the results. I do get lots of compliments on my skin!

      M
      Pore Control Cleanser
      Michelle Ellis

      Absolutely in love with my pore control cleanser

      J
      Chemical Peel Spray
      Jade Turner
      Great product

      I’ve been using the dermexel for a couple of weeks and it works wonderfully with my skin

      S
      Black Lip Butter Tube
      Stephanie Botha
      Love the Black Lip Butter Tube

      Awesome packaging!! Excellent product - always in my shopping cart when purchasing.

      T
      Enriched
      Telicia Annandale
      Enriched

      Lovely product. You see instant results. I use it for dry places in the face for the whole family. Works so great.

      C
      Renewal Facial Cleanser
      Candice George
      Renewal facial cleanser

      Noticed the difference within a week, im definitely trying the collagen and retinol.

      123