Frequently Asked Questions

Yes!  We’re still accepting orders and ship internationally. We recommend ordering to an addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.  

Yes. Minor delays are happening internationally.

Our most recent update is that we're currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.

We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.

**CANADA: Unfortunately, we're experiencing the longest delays on your orders. Canada Post is working hard to get through the backlog, but due to increased volumes & reduced staffing levels, it's taking a while. Please don't be concerned if your tracking doesn't update for a few days. Your parcel is still on its way to you.

We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it’ll be included in the tracking information sent to you when your order left the warehouse. If the option isn’t available on your tracking link, then the courier doesn’t have the ability to do this. Unfortunately, the Dermis Support Team aren’t able to amend the delivery address of your order once it’s been placed.

If you can’t change your delivery address, and no one else can accept the delivery, it will be returned to us and you’ll be refunded in full.

Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.

Orders are usually dispatched within 48 hours and take between 5-14 working days to be delivered. We are fully functional with contactless delivery, however due to ongoing challenges related to COVID-19 we ask that all customers allow for unforeseen delays.

Due to the current circumstances we will only be dispatching from our warehouses MONDAY - FRIDAY. This means orders placed on a Friday will be dispatched on the Monday so don't panic if you don't receive your shipping confirmation over the weekend!

As soon as your order has been shipped, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.   *Please note, tracking can take around 24-48 hours to update after dispatch.

Tracking information can also be monitored through our Tracking page. Just enter your order number and the email address you used to make your order.

We deliver to the following countries: UK - USA - Australia - Canada - Germany -Ireland - Netherlands - Spain.

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. These charges are always the recipient's responsibility. You should contact your customs office for specific amounts and percentages.

Dermis cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions custom agents may delay delivery of some packages.

We remind all customers to please track your packages. Dermis.store is not responsible for lost or stolen shipments. Packages may/will be left at your front door by the postal courier if no one is home to receive it. We have no control over what happens to your package once the postal courier delivers it.

We do not replace or refund orders that are scanned "delivered". In the case that your order is undelivered, however is marked as delivered, an investigation will be opened with the used carrier until a final resolution is made. ***

We are not responsible for lost or stolen packages or packages delayed in transit.

If there is a problem with your package delivery or tracking number, please contact the shipping carrier directly. 

We gladly accept returns within 14 days of the order being delivered if the item is unused and in its original conditions. The full order amount minus the postage charge is available to be refunded. 

Conditions for Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must not be worn, washed or altered in any way.

In order for the Goods to be eligible for a return, please make sure that:

. The Goods were purchased in the last 14 days

. The Goods are in the original packaging

. The Goods are in their original condition.

. The Goods are in an unused condition.

. The Goods are unwashed

If goods were damaged upon receipt, you must email us within 24 hours of delivery confirmation. Please email sales@dermis.store with the subject line: "DAMAGED ITEM" and include your Order Number and a photograph of the damaged item. Damages due to shipping will be reviewed and we will work with you closely to resolve it in the most reasonable manner possible.

For more information please see our full Returns Policy.

Please complete a returns form here dermis.returnscenter.com  and we will get back to you asap! We gladly accept returns within 14 days of the order being delivered to your address.

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

- Changing the item or size

- Delivery/billing address

- Adding items to your order

- Shipping method

IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

Your order number

- The name/size/colour of the item you did not receive

- The name/size/colour of the item you received in it's place

- A clear photograph of the item you have received, including packaging 

Once we've received the above info, our Customer Support team will get this sorted for you ASAP! You may be entitled to a full refund.

ALL CLAIMS FOR ORDERS ARRIVING WITHOUT THE CORRECT/MISSING ITEMS MUST BE MADE WITHIN 14 DAYS OF THE DELIVERY DATE.

WHAT IS KLARNA?

Klarna is a payment provider. It allows you to order different sizes, items, and only pay for what you love.

WHY CHOOSE KLARNA?

For UK customers you can split the cost into 3 interest free instalments. That’s one part-payment at purchase, and two further payments at 30 and 60 days.

WHO CAN USE KLARNA?

Klarna is currently only available on the UK Dermis webstore.

DOES KLARNA IMPACT MY CREDIT SCORE?

Klarna may run a soft credit search that does not affect a customers credit score and is only visible on your credit file by you and Klarna.

Neither Klarna nor Dermis run credit searches that could impact your credit rating.

This includes at the point of application, if a payment is missed, or if the outstanding balance enters a debt collection stage.

IS THERE ANYTHING ELSE I SHOULD KNOW?

Order anything and pay in interest-free instalments. Late payment fees will apply. If you'd like more information on this then contact Klarna Support. 

*You must be 18 or over, have a residential address and a bank account