frequently asked questions
Our products
Some people see results the first time they use the products, and everyone tells us that their skin feels different straight away. The skin feels, clean, smooth, hydrated, and reflects a new level of health that's visibly noticeable. If the skin has more advanced long-term needs, such as treatment of skin ageing, acne or hyperpigmentation caused by hormonal fluctuations or sun damage, results may not be immediately visible; however, skin health will continue to improve as you follow the advice of your professional skin therapist, your Face Mapping® zone-by-zone prescription and your home care regimen.
Plain and simple - healthy skin. Dermalogica uses ingredients designed to help keep skin at an optimal level of fitness - not just cover up with cosmetic results. But don't get us wrong: a benefit of healthy skin is skin that looks its best! In addition, when skin is at an optimal level of fitness, your professional skin therapist can more effectively address issues that may arise from time to time, as your skin's needs are constantly changing.
For the same reason doctor and dentist check-ups are necessary: for better health!
Skin is a living part of your body (your largest organ, in fact), that defends against environmental assaults and extreme temperatures. It helps elimin ate toxins from the body. It heals from cuts, abrasions and scratches like a champ. It's continually renewing and protecting. Simply put, skin keeps the bad stuff out and the good stuff in.
So why do you dote more on your hair and nails - two items on your body that aren't actually living? Your skin needs personal attention from a professional - and that professional is a Dermalogica professional skin therapist.
At Dermalogica, we train more than 75,000 professional skin therapists a year. Dermalogica professional skin therapists are licensed, intensely educated skin health experts trained to prescribe Dermalogica products and deliver Dermalogica professional skin treatments. They have the answers to your most pressing skin care concerns. They know how to deliver real, visible results. They're the best in the business, and have a real passion for taking care of your skin.
Your best-looking skin starts with healthy skin, and healthy skin starts with a Dermalogica professional skin therapist. Start living your healthiest skin!
We are proud to make all our products in Southern California: Having our manufacturing facilities so close to our headquarters allows us to maintain a superior quality standard and level of oversight, and also support the local economy. Made in Southern California, Dermalogica is sold in over 80 countries around the world.
Actually, we do, just from a skin health perspective! Dermalogica's number one focus is the health of skin - and we believe that taking good care of skin is just as important to your daily routine as brushing your teeth! We also know when skin is healthy, it looks its best.
With that in mind, Dermalogica has created products to meet the needs of those who want skin and hair care products that function first and foremost for the health of skin.
Our primers are what we like to call your last step in skin care and your first step in make-up! They're lightweight, moisturising, and helps condition skin while functioning as the perfect base for your make-up.
From our Body Therapy line of products are Daily Cleansing Shampoo and Daily Conditioning Rinse, two gentle, daily use, therapeutic products for hair and scalp health. Daily Cleansing Shampoo contains moisturising and antioxidant-rich Argan, Avocado, and Coconut oils to infuse shine and softness into every strand of hair whilst also helping to shield it from sun damage. Daily Conditioning Rinse contains Panthenol (Pro-Vitamin B5) to help condition compromised cuticles and intensifies shine without adding extra weight.
Please check the full list of ingredients on each product page. If you have any questions contact the team.
Orders
Ingredient listings can be found on each of our product detail pages.
Go to Sign In and click on 'forgot password'. You will receive an email containing a link to reset your password.
Dermalogica is a prescriptive, results orientated skin care line and as a brand that believes in the power of a skin care professional, the range is best used under the guidance of a professional skin therapist. We know that great results can be achieved by using the appropriately prescribed products for your individual skin concerns and for this reason we do not send Dermalogica samples out to our online customers, as we cannot physically see the skin and determine the correct product recommendation. We will always direct you to your nearest Dermalogica skin centre where a professional skin therapist will be able to assist you in your journey towards optimum skin health and provide you with a Face Mapping® skin analysis, product samples and a personalised skin care prescription for you to try at home.
Card payments are authorised by Stripe, we are unable to process an order without a successful payment. Please contact your card issuer if you have any queries regarding a rejected payment.
Card payments are authorised by Stripe and PayPal, we are unable to process an order without a successful payment. Please contact your card issuer if you have any queries regarding a rejected payment.
Yes, you will receive an e-mail confirmation generated immediately upon successful order submission.
Unfortunately we do not ship goods outside the UK / ROI.
Unfortunately we do not supply tax free forms, we recommend looking at the HMRC website for further advice, or visit customs airside and reclaim the tax there.
Yes, please email ecomcustomerservice@dermalogica.com so we may update this for you
We cannot amend or cancel orders once they have been submitted and you will need to use the returns portal to make a return for any unwanted items.
If you have a question not addressed by this FAQ, please send us an email to: ecomcustomerservice@dermalogica.com
As we move towards sustain ability we are no longer adding paper invoices to orders. If for any reason you need your invoice, then please send us an email to: ecomcustomerservice@dermalogica.com and we can email this to you.
Please note: due to the current impact of COVID-19 our delivery partner is experiencing some delays, however we are doing our best to get your delivery to you as soon as possible but in some cases, this may take longer than expected.
1. If you have received any wrong items you must contact our customer service team as soon as possible on ecomcustomerservice@dermalogica.com
2. For orders with wrong items please contact with a picture of your order and clearly showing the items in your possession.
Dermalogica will not accept images from our website, 3rd party websites or any other images that are not of your own Dermalogica order with packaging. If the images supplied do not meet the guidelines there may be a delay processing your request.
3. In the event of loss or a wrong order being received, Dermalogica reserve the right in the first instance to send a replacement order within a 10-day time frame.
Once you have placed your order, we are unable to make any amends to this order. We can not remove items or add items to an order. Should you have any issues with your order please contact our customer service team on ecomcustomerservice@dermalogica.com once you have received your delivery.
1. Contact our customer service team on ecomcustomerservice@dermalogica.com with a picture of your order and clearly showing the items in your possession. Dermalogica will not accept images from our website, 3rd party websites or any other images that are not of your own Dermalogica order with packaging. If the images supplied do not meet the guidelines there may be a delay processing your refund.
2. Our customer service team will be in contact within 3-5 working days with instructions for returns.
It is the customer's responsibility to repackage the items for return. Dermalogica does not send out boxes, envelopes, jiffy bags or any other packaging material for customers to return items.
3. If a collection is needed these are within the 9am-5pm Monday to Friday time frame. It is the responsibility of the customer to be available and present for the collection to take place.
Dermalogica rewards
Dermalogica Rewards is the loyalty program for all Dermalogica consumers that shop online at dermalogica.co.uk. This program allows you to earn points for purchases, referrals and much more. Dermalogica Reward points can be redeemed for Dermalogica products.
All Dermalogica customers in the UK and Ireland may enrol in the loyalty program and start earning rewards!
Enrolment is free.
Enrolment can be done by visiting our rewards page
You can earn reward points in many different ways. Each time you place an online product order at www.dermalogica.co.uk you accumulate points. You can also earn points by linking your Facebook or Twitter accounts with your rewards account. There are many ways to earn points - see below for details.
| program enrolment | 50 |
| product purchase | 1 point per £1 spent |
| refer a friend for Dermalogica Rewards sign-up | 50 |
| refer a friend for Dermalogica product purchase | 100 |
| email a friend | 10 |
| connect Facebook account | 1 time - 25 points |
| connect Twitter account | 1 time - 25 points |
Taking into consideration that some tasks can only be done once while others allow you to earn points constantly, there are certain limitations on the number of points you can earn per day, month, per quarter or per year.
| How often/how many points: | |
|---|---|
| program enrolment | 1 time - 50 points |
| product purchase | on-going |
| connect Facebook Account | 1 time - 25 points |
| connect Twitter Account | 1 time - 25 points |
When you earn points for certain activities, they will initially appear as pending. They only become available as redeemable points after the specified pending period has passed. You can view your pending and current point balance in your Dermalogica Rewards account dashboard. Log in to your rewards account, go to My Rewards, then click on Activity. There you can view your approved and pending points.
| Point availability/pending period: | |
|---|---|
| program enrolment | immediately |
| for each dollar spent (online) | immediately |
| refer a friend that joins the program | immediately |
| refer a friend that purchases | immediately |
| email a friend | immediately |
| connect your Facebook account | immediately |
| connect your Twitter account | immediately |
Dermalogica Rewards points only expire after 12 months of account inactivity.
You can redeem points for a variety of Dermalogica product gifts.
To view your balance and program activity, login to your Dermalogica Rewards account via the Dermalogica Rewards Page. Once logged in to your account, click on the 'points balance' tab. There you will find a detailed list of all program activity and the points you have accrued for each action.
To redeem points online, login to your Dermalogica Rewards account via the Rewards Page. and click on the 'Rewards' tab. There you will find a list of all program rewards. There will be a 'Redeem' button below any reward that you have enough points to claim. Click on 'Redeem' and follow the detailed instructions.
Not at this time. Your points can be redeemed for exclusive Dermalogica product gift sets.
The applicable points will be deducted from your rewards programme if you return a product
You can leave at any time, just email a request to ecomcustomerservices@dermalogica.co.uk. You'll be unenrolled from the scheme and you'll lose all points earned. Please note your Dermalogica account will still be active. If you would like this cancelled too, please specify on your email request.
You're always welcome back. Select the the 'Join Dermalogica Rewards' tick box when you login to your Dermalogica account. Please note - your point balance will restart from zero.
digital gift cards
Digital Gift Cards will be emailed directly to your chosen recipient email address immediately, or on a specific date selected when adding to bag.
When ordering you also have options to print at home, or receive an instant messaging app link for WhatsApp, Facebook, iMessage and similar.
You will not receive anything in the post for Digital Gift Cards.
Digital Gift Cards are valid for 24 months from the date of purchase.
Select the item(s) you wish to order and add them to your bag. To apply your Digital Gift Card input the code during the payment step at checkout, select ‘apply’. Then complete the Checkout as normal.
- You don’t have to spend all of a Digital Gift Card balance at once. Any unused portion can be used later following the same steps above.
- Digital Gift Cards are valid for 24 months from the date of purchase.
- Digital Gift Cards are only valid for the store and currency they are purchased in.
Digital Gift Cards can only be use online at this time.
For orders which are refunded, the refund will be issued via the same payment method as used to pay for the order.
If you have paid, or part-paid, for an order using a Dermalogica Digital Gift Card any refund will be issued in Digital Gift Cards to the same value.
More details on our returns policy here.
If you are the recipient of a Dermalogica Digital Gift Card please ask the purchaser if they still have details of your code. If not, please ask the purchaser to contact us here so that the Digital Gift Card can be reissued. We can only reissue gift vouchers which have not been redeemed. The original expiry date will still apply.
Digital Gift Cards cannot be returned or refunded, except in accordance with your statutory rights. The value of a Digital Gift Card cannot be converted to cash.
Discounts and promotions cannot be applied to the purchase of digital gift cards.
- Available to IE residents only.
- Redeemable on IE Dermalogica stores only.
- Digital Gift Cards cannot be used to purchase other Dermalogica gift cards/vouchers.
- Unilever Group discounts do not apply to the purchase of gift cards.
refer a friend
The Dermalogica referral program rewards you and your friends. Your friends will get 10% off for their first purchase and in turn you get a 10% for each successful referral.
Anyone can refer a friend to Dermalogica. You do not need to have a Dermalogica account to refer.
There is no limit to how many friends you can refer. So the more you refer - the more you save.
You will only receive your 10% voucher after 30 days which is when returns and cancellations can no longer processed.
Please email all questions and inquiries to ecomcustomerservice@dermalogica.com
Promotions
Promotional items are automatically applied to the basket when a customer reaches the minimum spend level required. These cannot be used in conjunction with any other promotional offer or code. If the free items are not applied to the basket please contact ecomcustomerservice@dermalogica.com before you submit your order. If orders are submitted without free items shown it will be at Dermalogica's discretion whether to send missing free items out separately.
Promotional items are automatically applied on the submission of the qualifying promotional code and when the customer reaches the minimum spend level required. These cannot be used in conjunction with any other promotional offer or code. It is the responsibility of the customer to add the code to the promo box in the bag. Once the code has been added the free items will add to the bag. If the items do not add or the code does not apply please contact ecomcustomerservice@dermalogica.com before you submit your order. If orders are submitted without a code applied or free items shown in the basket it will be at Dermalogica's discretion whether to send missing free items out separately.
It is the customers responsibility to pick the free items or samples from the carousel at the top of the page. These cannot be used in conjunction with any other promotional offer or code. When the customer reaches the minimum spend level required and has picked their free gifts the items will automatically be added to the bag. If the free items are not applied to the bag please contact our customer service team on.
ecomcustomerservice@dermalogica.com before you submit your order. If orders are submitted without free items selected and shown in the basket at checkout it will be at Dermalogica's discretion whether to send missing free items out separately.