At Dermalogica Sale Store, we are committed to your complete satisfaction with our luxury beauty products. Should any item not meet your expectations, we offer a straightforward returns and exchange process to ensure your experience with us remains exceptional.

Return & Exchange Eligibility

We accept returns and exchanges for items within 15 days of your receipt of delivery. To be eligible, items must be:

  • In their original, unused, and unopened condition
  • In the original packaging with all seals intact
  • Accompanied by the original proof of purchase

Non-Returnable Products

To ensure the health and safety of all our customers, certain products cannot be returned for hygienic reasons:

  • Fragrances (All Bestselling, Celebrity, Classic, and Designer Fragrances for Ladies and Men)
  • Opened skincare products (Anti-Wrinkle Treatments, Cleansers, Exfoliators, Eye Care, Face Masks)
  • Opened makeup products (Eye Makeup, Face Makeup, Foundation)
  • Personal care items (Conditioner, and any other opened hair care products)

These restrictions align with industry standards for health and safety protection.

Return Process

  1. Request Authorization: Contact our customer service team at [email protected] within 15 days of receiving your order to request a return authorization number.
  2. Complete Return Form: Use the template provided below to ensure we have all necessary information.
  3. Package Items Securely: Include the original packing slip and return authorization number.
  4. Ship to Address: Send your return to our London distribution centre:
    Dermalogica Sale Store Returns
    47 Gerrard St
    London, GB EC7W 5YV
  5. Shipping Costs: Return shipping costs are the responsibility of the customer, unless the return is due to our error.

Refund Processing

Once we receive and inspect your returned item(s):

  • Processing Time: Refunds are processed within 5-7 business days of receipt
  • Payment Method: Refunds will be issued to your original payment method
  • Timeline: Depending on your financial institution, refunds may take:
    • Credit/Debit Cards: 5-10 business days to appear on your statement
    • PayPal: 3-5 business days to reflect in your account
  • Original Shipping Costs: Standard shipping fees are non-refundable

Exchange Process

For exchanges (subject to availability):

  1. Follow the same return process outlined above
  2. Clearly indicate the desired replacement product in your return request
  3. We will ship the replacement item once the return is received and processed
  4. Any price differences will be refunded or charged accordingly

Return Authorization Request Template

Please use the following template when requesting a return authorization:

Subject: Return Authorization Request – Order #[Your Order Number] Dear Dermalogica Sale Store Customer Service, I would like to request a return authorization for the following item(s) from my order #[Your Order Number], placed on [Order Date]. Product(s) to be returned: – [Product Name], [Quantity], [Reason for Return] I prefer: □ Refund □ Exchange (please specify preferred item: _________) My original payment method was: [Visa/MasterCard/JCB/PayPal – last 4 digits of card if applicable] I understand that: – I have 15 days from receipt to return the items – Items must be unused and in original packaging – I am responsible for return shipping costs unless the return is due to an error on your part Full Name: [Your Full Name] Order Number: [Your Order Number] Email Address: [Your Email Address] Shipping Address: [Your Shipping Address] Thank you for your assistance. Sincerely, [Your Name]

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected] with photos of the damaged product or incorrect item received. We will arrange for a replacement or refund and provide a prepaid shipping label for returns in these circumstances.

Contact Us

For any questions regarding our returns and exchanges policy, please contact our customer service team:

Email: [email protected]

Response Time: We typically respond within 24-48 hours during business days