FAQs
our products
How soon will I start seeing results from using Dermalogica 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.
What are the long-term benefits of using Dermalogica products?
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.
Why do I need a professional skin therapist?
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 eliminate 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!
Where are Dermalogica products made?
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.
Where can I find product ingredient listings?
Please check the full list of ingredients on each product page. If you have any questions contact the team.
orders
I have forgotten my password. What should I do?
Go to Sign In and click on 'forgot password'. You will receive an email containing a link to reset your password.
Can I be sent samples before I purchase?
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.
What forms of payment can I use?
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.
My payment has been refused. What can I do?
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.
Will I receive confirmation of my orders?
Yes, you will receive an e-mail confirmation generated immediately upon successful order submission.
Can I place an order outside of Ireland?
Unfortunately we do not ship goods outside of Ireland.
Can I claim VAT back on my purchase made online?
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.
Can I change my shipping address on my order once I have placed it?
Once an order has been submitted, we are unable to make any amendments to the order or shipping address. You should receive a shipping notification from the courier once dispatched from us and it should allow you to select alternative shipping methods.
Can I cancel my order before it is despatched?
We cannot cancel orders once they have been submitted, once you receive your order you will need to use our online returns portal to make a return for any unwanted items
What if I need help or have a technical issue?
If you have a question not addressed by this FAQ, please send us an email to: ecomcustomerservice@dermalogica.com
Where's my invoice?
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.
Loss of orders or wrong items being received
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.
Amending a placed order
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.
Submitting returns
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
What is 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.
Who is eligible to join?
All Dermalogica customers in the UK and Ireland may enrol in the loyalty program and start earning rewards!
What does it cost?
Enrolment is free.
How do I enrol?
Enrolment can be done by visiting our rewards page
How do I earn points?
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.
Is there a limit to the number of points I can earn?
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.
Why do I not see all of my 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.
Do my points expire?
Dermalogica Rewards points only expire after 12 months of account inactivity.
What can I redeem my points for?
You can redeem points for a variety of Dermalogica product gifts.
How can I view my points balance?
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.
How do I redeem points?
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.
Am I able to use points at checkout?
Not at this time. Your points can be redeemed for exclusive Dermalogica product gift sets.
What happens to my points if return products?
The applicable points will be deducted from your rewards programme if you return a product
How do I leave the program?
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.
What happens if I leave and decide to join again?
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
How can I check the balance of a Digital Gift Card?
How do I send a Digital Gift Card?
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.
How long do I have to use a Digital Gift Card balance?
Digital Gift Cards are valid for 24 months from the date of purchase.
How do I use a Digital Gift Card?
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.
Can I use a Digital Gift Card in your high street stores?
Digital Gift Cards can only be use online at this time.
I paid for an order using a Digital Gift Card. What happens if I want to return my order?
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.
I lost my Digital Gift Card code. What do I do?
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 hereso 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.
Can I return a Digital Gift Card?
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.
Terms and limitations
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
What is 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.
Who can refer?
Anyone can refer a friend to Dermalogica. You do not need to have a Dermalogica account to refer.
How many friends can I refer?
There is no limit to how many friends you can refer. So the more you refer - the more you save.
What happens if a friend I refer to cancels or returns their order?
You will only receive your 10% voucher after 30 days which is when returns and cancellations can no longer processed.
Is there a place where I can report a problem or make a suggestion?
Please email all questions and inquiries to ecomcustomerservice@dermalogica.com
Promotions
Automatically applied 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.
Promotions with codes
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.
Pick and mix promotions and samples
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.