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.

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.