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Delivery & Returns Policy

Delivery

Customers in the UK & Channel Isles  

FREE STANDARD DELIVERY – Next day dispatch 2nd Class Royal Mail (3-5 working days).  

£3.99 NEXT DAY DELIVERY – Same day dispatch 1st Class Royal Mail. (1 working day). Orders must be placed by 2:00pm UK time.  

Orders received after 2:00pm UK time on Friday are dispatched 1st Class on Monday. 
 

International Customers 

Order as many products as you like and pay just ONE FIXED SHIPPING FEE:  

Europe - £5.99 (3-5 working days).  

Rest of the world - £8.99 (5-7 working days). 
 

Lost Items

If your order is lost, we will offer you a refund or replacement. Orders are considered lost and eligible for a claim:  

UK – 10 working days after due date.  

Europe – 20 working days after due date.  

Rest of the world – 25 working days after due date.  

Orders which are confirmed as delivered by Royal mail are not eligible for a loss claim.  

  
Damaged Items 

All orders are dispatched in protected packaging but damage can occasionally occur. In the unlikely event that your order should arrive damaged, please send photographs showing the damage so that we can notify the courier and arrange for a replacement to be sent as quickly as possible.  
 

Please contact us if you have any specific delivery requests or general delivery queries. 

Duties & Taxes  

Goods ordered from outside the United Kingdom may be subject to import duties, taxes, customs clearance charges and other tariffs once they reach their destination. Dermaworks is not responsible for these charges and we undertake to make no calculations or estimates in this regard. You are advised to contact your local customs authorities for further details on costs and procedures.  

As an international purchaser, you will also be the importer of the goods and, as such, should ensure that your purchase is in full compliance with the laws of the country into which the goods are being imported.

Please be aware that goods may be inspected on arrival at port for customs purposes and that we cannot guarantee that the packaging of your goods will be free from signs of tampering.   

 

RETURNS 

What if I'm not happy with my purchase? 

Our aim is simple - deliver effective, high quality products and provide outstanding customer service. Should we fail to meet your expectations, we offer a 60-day exchange or refund policy. If your purchase is not up to standard, please contact us at info@dermaworks.co.uk and we will arrange a full refund or an immediate replacement. 

Can I change my mind? 

Of course! If you change your mind about a purchase, you may return the item(s) for an exchange or refund. Items must be unopened and in their original packaging. Outgoing and return postage costs are not refundable in these circumstances. We cannot process returns nor exchanges without proof of purchase. Please provide your order number so that we identify your transaction. 

Goods must be returned within 60 days of receipt to be eligible for a refund or exchange. 

When can I expect my refund? 

Once your return is received and processed, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7 working days. 

Where do I send items for refund or replacement? 

Please return your item(s) to: 

Dermaworks Ltd, Emstrey House North, Shrewsbury, GB, SY2 6LG. 

Please retain proof of posting as we cannot guarantee to receive your returned item(s).