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The DermExcel™ products are highly concentrated. For most products, 1-2 pumps per application are typically sufficient. For cleansers, use a small amount, ensuring it spreads evenly across the skin to cleanse effectively. When applying sunscreen, it’s essential to use enough for proper protection. Apply approximately two fingertip lengths of sunscreen, spreading it evenly to cover the face and neck.
Cleansers
- Products: Renewal Facial Cleanser, Pore Control Cleanser, Medi-Zinc Cleanser.
- When to Use: Morning and evening as the first step in your skincare routine.
- Medical Insights: Cleansers not only remove dirt, oil, and impurities but also help to alter the skin's pH, creating an optimal environment for the absorption and efficacy of active ingredients in subsequent steps.
Treatment serums
- Products: Inflacin serum, Collagen serum, Retinol serum, and Litaderm Serum.
- When to Use: For best results, apply your serum directly after cleaning your skin. We suggest using no more than 2 serum formulations in a single routine for optimal skin penetration. We also recommend that you don't apply treatment serums at the same time you apply chemical exfoliators.
- Guidelines: Limit to no more than two serums in a single routine to ensure optimal absorption.
Eye Serums
- Products: Time Freeze Eye Serum, Dark Circle Eye Serum.
- When to Use: Morning, after applying your treatment serums.
- Medical Insights: These serums are formulated with Argireline, a peptide that provides muscle-relaxing properties (mimicking Botox), and tensor peptides, which deliver an immediate tightening effect on the delicate skin under the eyes, visibly improving its appearance for up to 8 hours.
Chemical Exfoliators
- Products: Glycolic Gel, Salicylic Gel, Chemical Peel Spray, Excelerate.
- When to Use: Evening, after cleansing. Ensure your skin is completely dry before application for maximum effectiveness.
- Important Note: Do not layer additional products on top of chemical exfoliators, as this may interfere with their action.
Hydrators
- Products: DermNourish, DermRepair, Enriched.
- When to Use: Morning and/or evening, as the second-to-last step in your routine.
- Medical Insights: Hydrators lock in moisture and support the skin barrier. Wait approximately 4 minutes after applying serums to allow for full absorption before layering your hydrator.
Sunscreen
- Products: Dermatint, Dermdefence SPF50.
- When to Use: Morning, as the final step in your skincare routine.
- Medical Insights: Sunscreen provides critical protection against UV rays and environmental damage. Applying it last ensures a protective barrier while preserving the efficacy of your previous skincare steps.
Unless otherwise instructed - we recommend the following:
Cleansers
- Resistant skin: Apply on dry skin.
- Sensitive skin: Apply to wet or damp skin.
Treatment Serums
- Inflacin Serum: Apply to dry skin.
- Collagen Serum, Retinol Serum and Litaderm Serum: Apply to damp skin.
Chemical Exfoliators
- Resistant skin: Apply to dry skin.
Moist skin is more permeable than dry skin, enhancing the absorption of serums. Therefore, for optimal results, we recommend applying serums to damp skin after cleansing to facilitate quick and deep absorption.
The time it takes to see results from using skincare products containing active ingredients can vary depending on individual factors such as skin type, the severity of the concern, and consistency in following a routine. In general, most products with active ingredients require regular use for about 6 to 8 weeks to show noticeable improvements. Specific concerns may have different timelines: for example, breakouts often respond within 8 weeks of consistent use, while concerns like pigmentation can take anywhere from 6 months to a year to show visible changes. Conditions like Keratosis Pilaris can respond more quickly, with improvements typically seen in about 2 weeks. It's important to follow the recommended usage guidelines and maintain patience, as skincare works gradually to deliver lasting benefits.
To preserve the efficacy of your DermExcel™ products, store them in a cool, dry place away from direct sunlight and excessive humidity. The ideal storage temperature is between 59°F to 86°F (15°C and 30°C).
Yes, tingling or stinging is a normal and expected reaction when starting DermExcel™ products, particularly if your skin is not yet accustomed to active ingredients. DermExcel™ products are medical-grade formulations that contain potent, clinically proven actives designed to address specific skin concerns. These products often have an acidic pH, which is necessary for the active ingredients—such as chemical exfoliators and retinoids—to be effective.
This acidic environment can temporarily cause sensations like tingling or stinging as the ingredients penetrate the skin and begin their work. The stinging is primarily caused by chemical exfoliators in your regimen, which promote cellular renewal and collagen growth. These reactions are beneficial for a short period, as they indicate the product is effectively stimulating skin renewal and encouraging the removal of damaged cells. Over time, this process results in smoother, brighter skin, diminished fine lines, and improved texture.
However, it’s important to strike a balance. While mild tingling is normal and beneficial, prolonged stinging or burning that lasts longer than a few minutes may indicate over-exfoliation or irritation. In such cases, it’s advisable to pause or adjust your routine to allow the skin to recover.
If you have further questions or need guidance in managing your reactions, please don't hesitate to reach out. We’re here to support you every step of the way!
Yes, initial peeling is a normal and beneficial response when using DermExcel™ products containing active exfoliants such as Glycolic Gel, Salicylic Gel, DermaLytic, Excelerate, and Chemical Peel Spray. These products work by accelerating cellular turnover, encouraging the shedding of dead skin cells that can otherwise lead to dullness, congestion, and uneven texture. Peeling signifies that the active ingredients are effectively breaking down the bonds between dead cells on the skin’s surface, allowing fresh, healthy cells to emerge.
This process not only smooths and brightens the complexion but also prepares the skin to better absorb subsequent treatments, enhancing their efficacy. Over time, regular use of these products leads to improved skin clarity, texture, and radiance. Peeling is a positive sign of renewal and should be viewed as part of the journey to healthier, glowing skin.
Yes, it is normal to experience what is commonly referred to as "purging" when starting DermExcel™ products containing active ingredients. Purging occurs due to an increased rate of skin cell turnover, which is a sign that the product is working. This accelerated exfoliation can bring pre-existing clogged pores to the surface, manifesting as pimples, blackheads, or small bumps.
This process is temporary and usually resolves within 2 weeks when using products with AHAs or BHAs or up to 6 weeks when using retinoids. It’s important to note that these breakouts are not caused by the product itself but by underlying congestion in the skin being brought to the surface more quickly than it would naturally.
Here’s why this happens: A pimple starts as a clogged pore beneath the skin's surface—often invisible to the naked eye. Without intervention, this clogged pore could take up to 8 weeks to become a visible blemish. When you introduce products that increase cell turnover, such as exfoliants or retinoids, this process is expedited, leading to the appearance of breakouts that were already "in progress." These blemishes would have eventually surfaced but are appearing sooner due to the product’s action.
While this may feel discouraging, it’s essential to stay consistent with your routine, as this phase indicates that your skin is adjusting and clearing out impurities. Skin typically renews itself every 28 days, so noticeable improvements can often be seen within two months, with further clarity achieved after the purging phase subsides.
If you have any concerns or questions about your skin’s reaction, please don’t hesitate to reach out. We’re here to guide and support you on your journey to healthier, clearer skin.
Yes, but it's important to be mindful of ingredient compatibility to minimize the risk of adverse reactions. When combining DermExcel™ products with those from other brands, carefully review the ingredients to avoid potential interactions. We recommend exercising caution with products containing fragrance, as it can increase the risk of sensitivity, particularly when paired with potent exfoliants. Additionally, it's best to avoid combining our formulations with products containing sulfates, added oils, or common allergens to maintain product efficacy.
Yes, the DermExcel™ products can be used after cosmetic procedures such as Botox or chemical peels. However, it is important to follow the recommendations of your medical practitioner regarding post-procedure skincare. Depending on the type of procedure and your skin’s condition, they may advise avoiding certain ingredients or products for a specific period to support the healing process and achieve the best results.
The amount of product needed will depend on the size of the area being treated. As a general guideline, use enough to create an even layer over the skin, ensuring thorough coverage of the affected areas. For cleansers, apply enough to comfortably cleanse the area. Moisturizers and repair treatments should be applied generously to dry or compromised areas, creating a visible layer that absorbs with gentle massage. For protective ointments, a thin, even layer is usually sufficient to provide the intended barrier effect. Adjust the quantity to match the severity of your condition and the size of the treatment area.
- Hydrabase: Morning and evening as the first step in your skincare routine.
- Curexema: Apply after cleansing to replenish hydration and strengthen the skin barrier.
- Mediment: Use as needed to seal in moisture and provide a protective barrier, particularly on compromised or severely dry skin.
Apply products to slightly damp skin for optimal results. Damp skin is more receptive, allowing products to absorb more effectively. After cleansing, lightly pat your skin dry, leaving it slightly moist before applying your products to enhance penetration and hydration.
Apply once or twice daily. If discomfort arises during the day, you may reapply as needed. The frequency of application can vary depending on the severity of your skin condition and the guidance of your skincare professional.
Yes, DermExcel™ and Dermaplan™ products can work synergistically when incorporated into a personalized skincare routine.
For best results, consult a skincare professional to create a regimen tailored to your skin’s specific needs and concerns.
Dermaplan™ products are designed to manage symptoms, soothe irritation, and improve the health of dry and compromised skin. While they can provide significant relief and support skin barrier recovery, they do not cure underlying skin conditions like eczema, psoriasis, or ichthyosis. However, they can be used alongside prescription medications provided by your dermatologist for comprehensive management and optimal results.
It is normal to experience mild itching when first using Dermaplan™ products, especially if you have eczema, psoriasis, or very dry skin. This can occur as the damaged skin barrier begins to repair itself, which may temporarily activate nerve endings and increase sensitivity. Additionally, as the skin absorbs hydrating agents and active ingredients penetrate deeper layers, a natural healing response can sometimes trigger a temporary flare-up of symptoms like itching. This reaction is typically part of the recovery process and should subside as your skin adapts, strengthens, and regains balance over time.
Identifying the right skincare products for your unique needs begins with understanding your skin type and its specific requirements. Our Dermal Diagnosis™ system is designed to make this process simple and accurate.
WHAT IS DERMAL DIAGNOSIS™️? Dermal Diagnosis™ is an online classification system grounded in the latest dermatology research and robust testing methods. By completing a self-assessment questionnaire, you’ll uncover your unique skin personality and receive a detailed analysis of your skin's characteristics, challenges, and treatment goals.
HOW DOES IT WORK? The system evaluates four key skin elements, represented by letters in your skin type code (e.g., AOPR). Each letter corresponds to specific skin attributes, helping to clearly define your skin’s personality. The assessment is entirely free, and you can complete it online here.
WHY USE THE DERMAL DIAGNOSIS™️? This method offers high accuracy in identifying your skin's needs while providing a personalized roadmap for care. Based on your results, the system suggests tailored treatment protocols and product recommendations to address your unique skin concerns. Take the guesswork out of choosing skincare and achieve better results by starting with the Dermal Diagnosis™ system.
We understand how important it is to try products before committing to a full-sized purchase. While we don’t provide samples due to the medical-grade nature of our formulations, we do offer trial sizes for many of our products. These smaller sizes allow you to assess how your skin reacts, as well as experience the texture and feel of the products.
It’s important to note that trial sizes typically contain 5–15ml of product. While this is a great way to get a sense of how a product interacts with your skin, we recommend using products containing active ingredients consistently for at least 8 weeks to evaluate their full efficacy. Explore our trial-size offerings here: Trial Sizes.
If you have any questions or need assistance selecting the right product, feel free to reach out—we’re here to help.
Dermal Health Science™ products are formulated and manufactured under the strictest standards to ensure safety and effectiveness. Our products are developed in a facility regulated by the South African Pharmacy Council (SAPC), the regulatory body established under the Pharmacy Act, 1974. We adhere to the highest medical-grade formulation standards, using only pharmaceutical-grade ingredients. Each product is produced in small batches to maintain optimal potency and ensure safety. Additionally, the manufacturing process follows rigorous pharmaceutical standards comparable to those used globally for medical-grade products. These practices reflect our commitment to delivering safe, effective, and trusted skincare solutions to patients worldwide.
Yes, our products are meticulously formulated to be suitable for individuals with sensitive skin and a wide variety of dermatological conditions, including eczema, rosacea, acne, psoriasis, and keratosis pilaris, among others.
Yes, our products are formulated to be suitable and non-irritating for various skin types. They are free from parabens, sulfates, phthalates, fragrances, and added oils, making them an excellent choice for individuals with sensitive skin or concerns about common allergens. Additionally, our products are pH-optimized and clinically tested, ensuring efficacy while minimizing the risk of irritation.
You can trust that our formulations prioritize skin health and are crafted to meet the highest standards of safety and performance.
Our products are carefully formulated to maintain their quality and effectiveness over time. When stored properly and unopened, they have a shelf life of two years. After opening, we recommend using the product within one year to ensure optimal effectiveness.
While the ingredients in our products are individually tested and considered safe, the formulations themselves have not been specifically tested on pregnant or breastfeeding individuals. As a general precaution, we recommend avoiding products like our Retinol Serum during pregnancy, as retinoids are typically not advised for use during this time.
If you’re unsure about the safety of certain skincare products or ingredients, we strongly encourage consulting your healthcare provider or gynecologist. They can offer personalized advice tailored to your specific needs and circumstances, ensuring you can maintain your skincare routine with confidence and peace of mind.
If you have additional questions or need help choosing pregnancy-safe products, feel free to reach out to us—we’re here to support you.
Yes, our products are specifically formulated to address the needs of individuals of all ages, skin tones, genders, and skin types. Whether you’re a teenager managing acne, an adult addressing signs of aging, or someone with unique pigmentation concerns, our advanced formulations are designed to support diverse skincare requirements. Additionally, our products utilize active ingredients backed by scientific research to ensure effectiveness and safety for everyone.
If you have specific concerns or would like personalized recommendations, our team is always available to provide expert guidance and support.
No, we do not test our products on animals, nor do we ask others to conduct animal testing on our behalf. Additionally, we are committed to ethical practices and only work with suppliers who adhere to the same standards and do not engage in animal testing. At Dermal Health Science™, we prioritize cruelty-free practices in every aspect of our formulation and production process.
The majority of our products are vegan-friendly, crafted without the use of animal-derived ingredients. However, it’s important to note that Hydrabase,Curexema, and Firsthand Treatment contains lanolin, a natural substance derived from sheep’s wool. While the lanolin is obtained without harming the animal, these products are not classified as vegan but are suitable for those following a vegetarian lifestyle.
If you have specific concerns or need assistance identifying products that align with your preferences, feel free to contact us—we’re happy to help!
You can track your order status by looking for the dispatch confirmation email, which will include your tracking number. Alternatively, you can log in to your account on our online store to view your tracking information. Please note that tracking numbers may take up to 24-48 hours to become active after your order has been dispatched.
While we cannot guarantee specific delivery dates or times, we will do our best to accommodate your request. Please contact our customer support team to share your preferred delivery details. However, please note that delivery scheduling depends on logistical constraints and carrier availability, which may limit our ability to meet all requests.
Delivery costs are determined based on your shipping address and the shipping method you choose at checkout. Our system calculates the cost automatically, taking into account factors such as your location, the weight and size of your order, and whether you opt for standard or express shipping. The exact delivery cost will be displayed clearly before you finalize your purchase. This allows you to review and confirm the shipping charges before proceeding with payment.
If you have any questions or need further clarification about delivery costs for your region, please don’t hesitate to contact our support team.
For orders shipped to USA, South Africa and Australia, express shipping is available, and delivery typically takes up to 3 business days. This expedited service ensures you receive your products as quickly as possible.
For deliveries to other countries, standard shipping times range from 7 to 14 business days, depending on the destination. Factors such as distance, local postal services, and shipping logistics play a role in determining the delivery timeframe.
Please note that these timeframes are estimates and may vary due to circumstances beyond our control, such as customs clearance processes, public holidays, or courier delays. If your order is delayed, we recommend checking the tracking information provided or contacting our support team for assistance.
FWe strive to ensure your order reaches you promptly and in perfect condition. Should you have any questions or concerns regarding your shipment, please don’t hesitate to get in touch—we’re here to help!
Orders are shipped from different warehouses depending on your location to ensure the fastest and most efficient delivery.
- For customers in Canada and the USA, orders are fulfilled from our warehouse located in Texas, ensuring quick and reliable shipping within North America.
- For customers in South Africa and Namibia, orders are dispatched from our South African warehouse, allowing for convenient regional distribution.
- For all other countries, orders are shipped from our Australian warehouse, providing a central hub for international deliveries.
Excitingly, we are in the process of opening a European warehouse soon, which will make shipping to Europe even faster and more seamless. Stay tuned for updates as we expand our global presence!
If you have any questions about shipping times or locations, please don’t hesitate to reach out—we’re always here to assist.
We’re sorry to hear about this! Please inform us immediately by contacting our support team with your order details and photos of the damaged or incomplete items. We will review the issue promptly by thoroughly assessing the details you provide, including any photos or descriptions of the damage or incomplete order. Once we have all the necessary information, we will take the appropriate steps to resolve the matter in a way that ensures your satisfaction. Our goal is to make sure your experience with us is positive, and we will work diligently to address the situation as quickly and efficiently as possible. Your trust and satisfaction are our top priorities.
We aim to process all orders within 2 business days after payment is received. Once processed, they are prepared for dispatch. Please keep in mind that business days are Monday to Friday, excluding public holidays. While we strive to maintain these timelines, occasional delays may occur during periods of high order volume.
Unfortunately, once an order has been fulfilled, we are unable to add or modify items. This is because the fulfillment process begins shortly after an order is placed to ensure timely processing and delivery. If you would like to make changes to your order or add additional items, please contact our support team as soon as possible. While we cannot assure that changes can be made, especially if your order has already been processed or shipped, we will do our best to accommodate your request.
Yes, you can request an invoice for your order. Invoices are available once your order has been successfully placed and paid for. To request an invoice, simply contact our customer support team via email or phone, and we’ll be happy to assist you.
Changed your mind or made a mistake? That’s okay! First, check the status of your order. If your order has not yet been packed by our warehouse, we can cancel it for you. To request a cancellation, please contact our customer service team as soon as possible. Have your order number ready when you reach out, and we’ll confirm once your order has been successfully canceled. If your order has already been packed, we regret that we’re unable to cancel it. However, you’re still covered by our 30-day refund policy.
If your order is stolen or missing, start by checking your tracking information and ensuring the delivery address is correct. We also recommend checking your surrounding area and speaking with neighbors or building management, as parcels are sometimes left in secure or alternate locations. If you’re still unable to locate your package, please contact us or submit a support request so we can initiate an investigation with the courier. Investigations typically take 5–10 business days to conclude. Please note that once a parcel leaves our warehouse, we cannot take responsibility for lost or stolen packages, especially if the courier confirms delivery. Each case will be reviewed individually, but refunds or replacements cannot be guaranteed for parcels marked as delivered.
If you haven’t received an order confirmation email after placing your order, here are a few steps you can take to resolve the issue:
- Check Your Spam or Junk Folder: Sometimes, confirmation emails can be mistakenly filtered into your spam or junk folder. Take a moment to check these folders in your email account to ensure the email wasn’t misrouted.
- Allow a Few Minutes for Processing: Order confirmation emails are typically sent out automatically after an order is successfully placed. However, minor delays can occur due to technical issues or high order volumes. Please wait a few minutes to see if the email arrives.
- Verify Your Email Address: Double-check the email address you entered during checkout to ensure it was typed correctly. An incorrect email address may prevent you from receiving the confirmation email.
- Contact Customer Support: If you’ve checked your spam folder, waited a reasonable amount of time, and confirmed that your email address is correct but still haven’t received the confirmation email, please contact our customer support team. We’ll be happy to assist you in locating your order details and ensuring everything is on track.
We’re sorry to hear about this! Please inform us immediately by contacting our support team with your order details and photos of the damaged or incomplete items. We will review the issue promptly by thoroughly assessing the details you provide, including any photos or descriptions of the damage or incomplete order. Once we have all the necessary information, we will take the appropriate steps to resolve the matter in a way that ensures your satisfaction. Our goal is to make sure your experience with us is positive, and we will work diligently to address the situation as quickly and efficiently as possible. Your trust and satisfaction are our top priorities.
Join our DermRewards program and start earning store credit directly in your Dermal Health account! When you create an account on our online store, you’ll be automatically enrolled in our Loyalty Program, which offers several exciting ways to earn and redeem rewards.
How to Earn DermRewards:
- Make a Purchase: Earn 1 DermReward for every 1% of your purchase value. These rewards accumulate as you shop and can be redeemed for discounts on future orders. The more you shop, the more you save!
- Refer a Friend: Spread the word about DermExcel! When you refer a friend, they’ll enjoy a 10% discount on their first purchase, and you’ll receive 10% of their purchase value as DermRewards. It’s a win-win!
- Write a Review: Share your experience with us by writing a review, and you could earn store credit as a thank-you! Your feedback helps others make informed decisions and inspires us to keep improving.
- Share the Love: Tag us in your social media posts featuring DermExcel products, and you might receive store credit rewards as our way of saying thank you for showcasing your skincare journey.
- Become a VIP: Our top spenders are rewarded with VIP status, which includes even greater store credit rewards, access to exclusive gifts, and more surprises to show our appreciation for your loyalty.
Start earning today and enjoy the benefits of being part of the Dermal Health family. The more you engage, the more you’ll be rewarded!
Redeeming your store credit is simple and convenient:
- At Checkout: When you're ready to complete your purchase, click the ‘Apply Store Credit’ button on the cart or checkout page. This will automatically deduct your store credit from the total amount.
- Find Your Store Credit Code: You can also locate your unique store credit code on the DermRewards pop-up, found on the left-hand side of the page. Copy this code and apply it to your order during checkout to redeem your credit.
If you need further assistance or have any questions about using your store credit, our support team is always here to help!
Sharing the benefits of DermExcel with your friends is a win-win! Here’s how you can earn DermRewards through our referral program:
- Send a Referral: Share your unique referral link or code with your friends. This code gives your friend a 10% discount on their first purchase.
- Friend Makes a Purchase: When your friend uses your referral link or code at checkout, they’ll automatically receive 10% off their entire order. This makes it easier for them to try DermExcel products at a lower cost.
- Earn DermRewards in Store Credit: Once your friend completes their purchase using your referral code, you’ll earn 10% of their total purchase value as DermRewards Store Credit. For example, if your friend spends $100, you’ll earn $10 worth of DermRewards. These rewards can be redeemed for discounts on your future purchases.
- Redeem Your Rewards: The DermRewards you earn will be automatically added to your Dermal Health account. You can use these rewards at checkout to save on future orders, giving you even more value from your favorite products.
Important Note: Referral credits apply only to new customers. Your friend must not already have an account on DermalStore™ to qualify for the referral program.
If you’re logged into your account, your referral link can be found on your DermRewards profile page. Simply navigate to your account, locate the referral section, and your unique link will be displayed there. Copy this link and share it with your friends!
Yes, store credits have an expiration period. Your store credit will remain valid for one year from the date it was issued. After this period, any unused credit will automatically expire. We encourage you to make the most of your credits within this timeframe to enjoy discounts on your favorite products.
Yes, there are a few guidelines for using your store credit:
- Validity Period: Store credit must be used within ONE YEAR from the date it was issued. After this period, any unused credit will expire.
- Combining Discount: Store credit can be applied alongside other discount codes, provided you choose the ‘Apply Store Credit’ button at checkout. This allows you to maximize your savings while redeeming your rewards.
If you have further questions or need clarification, feel free to contact our support team—we’re happy to assist!
If you are unsatisfied with your purchase, you may return it to Dermal Health Science™ within 30 days of delivery for a full refund of the purchase price.
Please review the following conditions and steps to ensure your return is processed smoothly:
- Product Condition: The product must be in its original, intact, and undamaged packaging with the seal unbroken.
- Return Shipping: You are responsible for the cost of returning the product to our registered address. We recommend using a trackable shipping service to ensure the safe return of your item.
- Return Window: The returned product must reach us within 30 days of the original delivery date.
- Non-Refundable Shipping Fees: Please note that the original shipping fees are non-refundable.
- Exclusions: Only regular-priced items are eligible for a refund. Sale items and promotional offers are non-refundable. Products must have been purchased directly from Dermal Health Science™. We cannot accept returns of products purchased from dispensing practices. For such purchases, please contact the store where the product was originally purchased.
- How to Initiate a Return: To begin the return process, contact our customer support team with your order details. They will provide you with the necessary information and guidance to complete your return.
We strive to ensure your satisfaction, and we’re here to help if you have any questions about our return policy.
At Dermal Health Science™, we strive to ensure your satisfaction with every purchase. If you need to return a product, please review the steps and conditions outlined below:
Return Eligibility
- You have 30 days from the date of delivery to return products.
- Returned items must be in their original, intact, and undamaged packaging, with the seal unbroken.
- Unfortunately, we cannot accept returns or exchanges for used products.
Return Process
- Initiate the Return: Contact our customer care team to begin the return process and receive the necessary instructions.
- Ship the Product: Send the product(s) to our physical address. You are responsible for the return shipping costs. We recommend using a trackable shipping service to ensure the safe return of your item.
- Return Window: Ensure the product reaches us within the 30-day return window to qualify for a refund.
Refund Information
- If the return is approved, the refund will be issued to your original payment method.
- Please note that the original shipping fees are non-refundable.
If you have any questions or require assistance during the return process, our team is here to help. Don’t hesitate to reach out for support!
Once your return reaches our customer care department, it will be processed within an estimated 14 business days. Please note that this timeline is an approximation and may vary based on factors such as the volume of returns being handled or international shipping times. Business days are counted as Monday to Friday, excluding public holidays in the country where our returns department is located.
If you have any questions or require updates about your return status, please feel free to contact our customer support team—we’re here to assist you.
DermExcel products are medical-grade products that are high in active ingredients. If your skin is not accustomed to medical-grade products, certain reactions are to be expected in the beginning. We are here to help. Often, a few adjustments to your regimen and personalized advice can resolve the issue.
Please contact us for personal guidance from our Clinical Team.
Alternatively, refer to our guide on managing reactions from medical-grade skincare.
Returns Due to Adverse Reactions
If you prefer not to seek personal guidance and wish to return the product due to an adverse reaction, please follow these steps:
- Discontinue the use of the product/s.
- Review our Return Policy to confirm eligibility.
- Submit the Adverse Reaction Form.
The necessity of a chemical peel depends on your personal skincare goals and preferences. The DermExcel™ product range includes potent at-home chemical exfoliators, allowing you to effectively perform chemical peel procedures in the comfort of your own home. These products are formulated with powerful active ingredients to deliver visible results while remaining safe for regular use. Professional chemical peels performed at medical practices use higher concentrations of these active ingredients, which can accelerate the treatment process and provide more dramatic, immediate results.
Adding professional peels to your regimen can be beneficial if you're looking for faster or more intensive outcomes for concerns like acne, pigmentation, or aging. Ultimately, whether or not to include regular professional chemical peels is entirely your choice. DermExcel™ products are designed to offer flexibility, allowing you to achieve excellent results with or without professional treatments. If you have any questions, feel free to consult with your skincare provider or reach out to us for guidance.
In medical-grade skincare, greater emphasis is placed on serums due to their targeted and transformative capabilities, while moisturizers serve an essential but different role.
Moisturisers are primarily designed to hydrate the skin by replenishing moisture and sealing it in to maintain hydration levels. They also support the skin’s natural barrier, protecting it from environmental stressors. While some moisturizers include ingredients that address concerns such as aging or sun damage, their primary function is hydration and barrier reinforcement.
Serums are advanced formulations designed to penetrate deeply into the skin. They work at a cellular level to address the root causes of skin concerns, such as aging, pigmentation, and damage. Serums contain higher concentrations of active ingredients, antioxidants, nutrients, and vitamins, allowing them to deliver powerful results, including improved radiance, smoothness, and elasticity.
If you’re unsure whether your routine requires an additional moisturizer alongside a serum, or you need help determining which products are best for your skin, please feel free to contact us for personalized guidance.
Yes, your payment information is secure with us. We prioritize the security of our customers' sensitive data and implement industry-standard security measures to protect all payment transactions. We do not store your payment details on our servers. Instead, we use trusted and reputable payment gateways that adhere to strict security protocols to process payments securely.
We accept a variety of payment methods, including major credit cards such as Visa, Mastercard, American Express (AMEX), and Discover. Other accepted payment methods include Shop Pay, Apple Pay and Google Pay.
Yes, we offer installment payment options through Shop Pay. With Shop Pay, eligible orders can be split into interest-free installments, allowing you to pay over time while receiving your products immediately. This flexible option is designed to make shopping more convenient for you.
You will be charged for your order at the time of purchase, before it is processed. This ensures that we can efficiently prepare and dispatch your items without delay. Once your payment is successfully completed, you will receive an order confirmation via email. This ensures that your order is officially placed and ready to be fulfilled.
Duties and taxes are determined based on your shipping destination and the applicable laws between your location and our warehouse. Our system automatically calculates these costs by considering factors such as your shipping destination, the Harmonized System (HS) codes of the items you purchased, and relevant customs and tax regulations. The exact duties and taxes will be clearly displayed before you complete your purchase, allowing you to review and confirm all charges before proceeding with payment.