Shipping & Returns

Shipping Information

At Dermalogica Sale Store, we are dedicated to delivering your luxury beauty products with care and efficiency. We ship globally, excluding Asia and a few remote regions.

Order Processing

Please allow 1-2 business days for us to process your order before it is dispatched.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

• Standard Shipping: Shipped via DHL or FedEx.
  • Delivery within 10-15 business days after dispatch.
  • Flat rate fee: £12.95
• Free Shipping: Available on orders over £50, shipped via EMS.
  • Delivery within 15-25 business days after dispatch.

Returns & Exchanges Policy

Your complete satisfaction is our priority. If you are not entirely happy with your purchase, we offer a straightforward returns and exchange process within 15 days of you receiving your order.

Eligibility Criteria

To be eligible for a return or exchange, items must meet the following conditions:

• Return request is made within 15 days of receipt of delivery.
• Items must be unused, unopened, and in their original condition.
• All original packaging and seals must be intact.
• The original proof of purchase (packing slip) must be included.

Non-Returnable Products

To uphold the highest standards of health and safety for all our customers, we are unable to accept returns or exchanges on the following product categories once they have been opened, in line with industry standards:

• All Fragrances: This includes Bestselling Fragrances, Celebrity Ladies Fragrance, Classic Ladies Fragrance, Classic Men’s Fragrance, Designer Ladies Fragrance, and Designer Men’s Fragrance.
• Opened Skincare Products: Including Anti-Wrinkle Treatments, Cleansers, Exfoliators, Eye Care, and Face Masks.
• Opened Makeup Products: Including Eye Makeup, Face Makeup, and Foundation.
• Opened Personal Care Items: Such as Conditioner and any other opened hair care products.

Please note: Unopened items from these categories, returned in their original sealed condition within the 15-day window, are eligible for a refund or exchange.

Return & Exchange Process

Follow these simple steps to initiate a return or exchange:

1. Request Authorization: Contact our Customer Service team at [email protected] within 15 days of receiving your order to obtain a Return Authorization Number. Please use the provided template below to ensure we have all necessary information.
2. Complete Return Form: Use the template provided in your return request email.
3. Package Items Securely: Place the eligible item(s) securely in their original packaging, along with the original packing slip and the Return Authorization Number clearly visible.
4. Ship Your Return: Mail the package to our distribution centre at:
   Dermalogica Sale Store Returns
   47 Gerrard St
   London, GB EC7W 5YV

Shipping Costs: Return shipping costs are the customer’s responsibility, unless the return is due to an error on our part (e.g., damaged or incorrect item).

Refund Processing

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

• Processing Time: Refunds are processed within 5-7 business days of our warehouse receiving your return.
• Payment Method: Refunds will be issued to your original method of payment.
• Timeline: Depending on your financial institution, please allow:
  • 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 Processing

For exchanges (subject to product availability):

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

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected]. Please include your order number and photos of the damaged product or incorrect item received. We will arrange for a replacement or refund and provide a prepaid shipping label for the return.