Frequently asked questions
Frequently Asked QuestionsAre all of your products genuine?
Yes - All Dermalogica products are 100% genuine of the highest standard.
How do I update my details if I have moved?
Sign in to your account and you’ll be able to change your details, including your contact details, account information, password, shipping and billing addresses.
I’d like to unsubscribe
You can unsubscribe from our emails by clicking the "unsubscribe" link on the bottom of the emails themselves. But we’ll be sorry to see you go.
Is there a discount for the purchase of multiple items?
We do not offer discounts as we price the products with free shipping, free samples, special offers, gifts, excellent packaging and great customer service.
If an item is out of stock, can I still order it?
Yes, it just means that we’ve temporarily sold out of that item, and we’ll have new stock available soon. You can contact our Customer Care team to find out when it will be available again.
How can I pay?
We accept Paypal Pro, Bank Deposit.or you can choose to pick up your item from us and pay cash.
Please ensure that your Paypal address is correct before you complete your checkout process.
Is GST Tax included in my order?
I’m having trouble using the website
Please get in touch with us. We'll be happy to help you fix any problems, or take your order over the phone.
When will I get my order?
All orders are dispatched within 24 hours of receiving payment
Depending upon your location, your order should arrive in 2-7 business days for suburbs and up to 14 days for regional area from the time that we process your order using Regular Australia Post. You can also choose to Express mail with additional costs.
We cannot guarantee or provide a day of the week or time of day for delivery.
Can I track my order?
Yes. Once your order is posted, we will send you an email with your tracking details. You can also find your tracking number on the “My orders” page of your account.
What does shipping cost?
All parcels are sent free of charge throughout Australia. There will be extra costs for Express Post.
What if I need to change my order?
Please contact us immediately, and we will assist you in any way we can.
Refunds and Returns
As part of our commitment to customer service, we offers a hassle free return policy. If you are dissatisfied with any product purchased through our site that has been unopened or opened, you may return the item(s) for a refund or exchange. If you’ve used more than 70% of the product, no refund can be given
If returning an item(s), you must include the total product and printed materials in order to be eligible for a refund.
Please note: Exchange or refunds will not be issued if only the packaging of the product is damaged.
When can I expect my refund or exchange?
All returns will be credited back to the original credit card used at the time of purchase or your PayPal account within 48 hours of us receiving your return.
What if my order was wrong or the product is damaged?
Please contact us as soon as you can with your order number and details of the incorrect or damaged product.
Return to Sender Parcels
If you parcel is returned to us due to incorrect address or failure to collect the parcel from your post office. We will contact you to organise a redelivery of your order. Please Note - You will be responsible for any additional postal charges.