FAQ Order Enquiries

Changed your mind? Made a mistake? That’s okay! 

Unfortunately, once an order has been placed, we cannot add or swap anything out. We may be able to cancel and refund the unwanted product(s) or your whole order so that you can place another with the correct items! However, after placing an order, if you notice incorrect items, let us know as soon as possible. 

However, after placing an order, if you notice incorrect items, let us know as soon as possible. Once an order has been packed by our warehouse, we are no longer able to change the order.

Please reach out to us through the contact button on the bottom of the site, or use our contact form.

Oh no! We’re so sorry about this. We do our best to pack orders correctly, but we can make mistakes.

Please complete this contact form with your order number, photo/s of the damaged products received (if applicable) or details of the wrong products delivered.

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please get in touch by submitting this form, to enable us to start an investigation with the courier in regards to your missing parcel.

Depending on the courier, investigations can take 5-10 business days to conclude.

Until a missing package has been returned to Dermal Health Science or officially declared lost, we cannot reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD), we cannot issue a refund if these parcels are lost/stolen.

Oh no! We’re so sorry about this. We do our best to pack orders correctly, but we can make mistakes.

Please complete this contact form with your order number, photo/s of the damaged products received (if applicable) or details of the wrong products delivered.

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please get in touch by submitting this form, to enable us to start an investigation with the courier in regards to your missing parcel.

Depending on the courier, investigations can take 5-10 business days to conclude.

Until a missing package has been returned to Dermal Health Science or officially declared lost, we cannot reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD), we cannot issue a refund if these parcels are lost/stolen.

Click here to submit your question.