Help Center

You will need to register before you can place an order with Dermstore.

As long as you have a valid email address, you can head over to our sign up page to keep up to date with the latest news and product launches.

It’s easy to make changes to your details, whether it’s your payment information, password or address book.

Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings’.

You can rest assured that shopping with Dermstore is safe.

We’re fully compliant with the data protection act so we care about keeping your details secure.

For further information, please visit our Privacy Policy page.

Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.

If you no longer want to receive Dermstore emails, then you can login to your account and select the ‘Email Preferences’ option to make this change.

Loyalty points expire 365 days after the date they were earned.

We offer a variety of online payment methods to ensure our customers can place orders with ease.

VISA

MasterCard

Maestro

American Express

Afterpay

Apple Pay

Google Pay

PayPal

You can select your preferred payment method at checkout.

As we take fraud very seriously, you will face validation and authorization by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

If you are seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you have done all that and still the problem is not fixed, then please contact our Customer Service team.

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorized to be taken.

If you want to add new payment details then you will need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favorite Dermstore products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

We’re currently unable to accept a pre-purchased Gift Card as a Payment option in Checkout. If you have a gift card you wish to use for your purchase, please get in touch with Customer Service through the links below. Our team will add the balance of the gift card to your account as credit, which can then be applied at checkout when you are completing your order.

If you do not see the balance in your account, please contact our customer service team to assist you.

50% or more of the ingredients found in these products must be derived from a natural source, excluding water. These products cannot contain any of the ingredients from Dermstore’s Potentially Harmful Ingredient List

Clean Preference:

These products cannot contain any of the ingredients from Dermstore’s Potentially Harmful Ingredient List.
*Please note ingredients and guidelines are subject to change.

Potentially Harmful Ingredient List:

1,4-Dioxane2
Bromo-2-Nitropropane-1,3-Diol
5-Bromo-5-Nitro-1,3 Dioxane
acetaldehyde
acetone
acetonitrile
acrylamide
Animal musks, oils and fats
benzalkonium chloride
Benzylhemiformal
bisphenol A(BPA)
butoxyethanol
butylated hydroxyanisole
butylated hydroxytoluene
butylparaben
ceteareth-20
cetearylalcohol (plant derived is okay)
coal tar
DBP
DEHP
DEP
Diazolidinyl Urea
Dibutyl Phthalate
Dmdm Hydantoin
ehtylparaben
ethylene chloride
ethylenediaminetetraacetic acid
formaldehyde
Glyoxal
hydroquinone
Imidazolidinyl Urea
mercury and mercury compounds
Methenamine
methyl cellosolve
Methylparaben
mineral oil
oxybenzone
parabens
paraffin PEG-7 Glyceryl Cocoate
petrolatum
polyacrylamide/acrylamide
Polyoxymethylene Urea
Propylparaben
PTFE/PFOA
pthalates
Quaternium-15
resorcinol
retinyl palmitate
riclocarban
Sodium Hydroxymethylglycinate
Sodium Laureth Sulfate
sopropylparaben
styrene
sulfates
thimerosal
toluene
Tosylamide/Formaldehyde Resin
triclocarban
triclosan
Isobutylparaben

Once you have found all the items that you want, click the bag icon in the top right of your screen. You will see a box located below your list of items in the cart which says ‘Got a coupon code? Enter it here’.

Add your coupon code into this box and click ‘Add’ to apply the discount.

If you have any problems entering the code then you can contact our Customer Service team through your account.

Dermstore only carries authorized inventory and maintains strong relationships with all of our vendors. As part of these relationships, we respect our vendors' requests to be excluded from certain types of promotions. For more details regarding brands excluded from discounts, please see below.

We maintain a list of products and brands excluded from Welcome or New Customer Promotions. This list is subject to change at any time.  

Promo codes can be specific to dates, products or minimum total amount. All promotional offers, emails and sales, including the Favorites 10% off discount cannot be combined with any other offer and excludes all sale items. If you are experiencing an error with your promo code please refer to the email or website and look for the following: Expiration Date, Excluded Brands, Spend Requirement.

Promo codes work the same way as online coupons. Dermstore account holders that sign up for a free account regularly receive emails with discounts and promotional specials. If you would like to receive Dermstore emails, please sign up for a free account and you will be added to our mailing list.

All items ordered with Dermstore depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

It’s easy to place an order with us. Login to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click ‘Add to Cart’. You can either carry on shopping or click ‘View Cart’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

Yes, click on the ‘Cart’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favorite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.

Yes, you may enter a new delivery address at check out. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address’.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

We'll also send you an email once your order has shipped and is on the way.

Your account will show any previous orders you’ve placed. Click here to track your order.

Click on the order you want to view to find out more. We'll also send you an email once your order has shipped and is on the way.

An email is sent when your order has shipped, it will also inform you when we estimate the order to arrive.

If you can’t find the information that you need, click on ‘Message’ below to contact our Customer Service team.

We’re sorry to hear you want to cancel.

To cancel your order, please go to your account. You can choose to cancel individual items or the whole order. We’ll send you an email within an hour to let you know if the cancellation worked.

We’ll send you an email within an hour to let you know if the cancellation has processed.

If your order is to far into the fulfillment process, we will not be able to cancel your order. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

You can visit our Returns Policy to help you get the order back to us instead.

If you want to try and cancel so that a new order can be placed, then you’ll need to login to your account.

Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

We’re really sorry that happened as we aim to provide high quality items to all of our customers.

To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable

As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.

We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help.

We’ll need to know the following information so that we can fix this for you-

1. Order Number
2. Incorrect item received
3. The correct item ordered

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

We take pride in our products so we’re sorry to hear you’ve received your order damaged.

Sometimes things can go wrong but don’t worry, as we can help. 

Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.

As soon as your order has shipped, we send you an email with tracking and an estimated delivery date.

You may also track your order through your account.

Have you checked for any delivery notes from the carrier? Your package may have been left somewhere safe or taken to a local office.

Our Delivery Information page can give you more details about timeframes.

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

Don’t worry, if your order cannot fit through/in the mailbox or requires a signature. You should receive a delivery note directly from the carrier.

This note will let you know where your package is and how you can collect it.

Dermstore doesn't ship to freight forwarders or addresses outside the United States. We reserve the right to cancel all orders shipping to a freight forwarder.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.

Please refer to our returns policy page for more information.

You can return easily by going to your account and clicking on the order you wish to return.

Please refer to our returns policy page for more information or click here to start your return.

We want all our customers to enjoy their products. If you’re not happy with the products you purchased, you can send them back to us.

Please visit our returns policy page for more information.

As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

We’ll send you an email once your refund has been processed. After receiving this email, your refund should appear in your account within 5 business days. 

If you don't see your refund within 10 business days since you received our email, please contact our Customer Service team.

At Dermstore all refunds are issued within 2 weeks of the return reaching our warehouse. If you haven't received your refund back from PayPal it may be because you used a credit card to make your payment. PayPal states on their site that it can take up to 30 days for the refund to appear on your statement.

Dermstore authorizes your PayPal account at the time the order is placed. Your PayPal account is charged at the time your order ships. PayPal states on their site that it can take up to 30 days for the refund to appear on your statement.

At Dermstore we work hard to get you your money fast, however in order to get returns processed quickly we do charge fees for packages that slow us down. There is a $15 service charge for refused packages. Also, shipping is non-refundable.

If a gift card or store credit was used for a purchase with a credit card, and an item is returned, the amount paid with store credit or a gift card will be refunded first. If there is an additional balance due, it will be returned to the secondary form of payment.

Please refer to our Terms and Conditions page.

If you’re having problems accessing the checkout or any part of our website, please get in contact with our Customer Service team.

Please refer to our Privacy Policy page.

You have the right to ask about what personal data we hold about you.

Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please refer to our Return Policy.

Dermstore Customer Service

632 North 2000 West
Suite 110
Lindon
UT
840422

If you cannot locate a previously ordered item, it may have been discontinued on our site, repackaged, renamed, or replaced. 

There are 2 ways you can subscribe to a product on Dermstore

Dermstore Single Product Subscription

This subscription type delivers products to your door at a frequency of your choosing. You can set your subscription every 1,2,3 or 4 calendar months. Not all products on Dermstore participate in this subscription method, to see if a product does offer this service please see the product page. Some products may also offer a discount for subscribing.

BeautyFIX

This is our monthly curated subscription box, giving you the opportunity to explore new products each month selected by our experts.

No, a subscription to the BeautyFIX will send you a box automatically once a month. You will receive a BeautyFIX each month until you stop your subscription.

We aim to ship your BeautyFIX within the first 5 business days of the month.

Please contact our customer service team through the account section of the website and we will investigate this.

As soon as the order is shipped, the payment method will be charged. You may cancel up to 3 days before the 1st of the month.

You can! If you log into your account and update your card details, your payment method will change but this is only available until the end of the cancellation period for that month (14 days). Please contact our customer service team if you have any questions. If you have originally paid by card, you are unable to change your payment method to PayPal. Please note we do not accept prepaid cards for subscription orders.

Promo codes cannot be stacked on top of discounts available through the subscription service.

Please contact our customer service team via the 'Still need help?' section (below) and they will look into this for you.

Always ensure you read the label for ingredients you are sensitive to, and follow the directions of use to prevent an allergic reaction. If an allergic reaction occurs, discontinue the use of the product and seek medical attention. If you wish to return the product, please visit the Return Policy page.

If you receive an email detailing a payment problem against your subscription, please log into your account and update your payment information. Should you need any assistance with this, please contact our Customer Service team.

You will receive a selection of products in a varriety of sizes – occasionally there will be full-sized products as well as deluxe samples in our monthly boxes. For more details on what is included in your BeautyFIX subscription box please visit our BeautyFIX page

The value of our monthly BeautyFIX will NEVER fall below $100!

Auto-renewal is when you come to the end of your subscription term, it will automatically renew for a further term of the same length. If you do not wish for this to be in place, please ensure the auto-renew function within the My Account section is switched off.

Dermstore offers free shipping across all subscriptions that meet the $50 minimum required. All subsequent subscription orders will have free shipping.

The cut-off date to receive the current month’s box varies by month however normally through the 28th of each month you will receive the current month’s box, if not later. Please check the product page before you subscribe for confirmation on which month you will receive.

Please contact our customer service team via the 'Still need help?' section below and provide the order number, this can be located on the label of your package, or in the My Account section of our website. A member of our customer service team will investigate this for you.

If you have received your BeautyFIX subscription and it is damaged, please contact Customer Service via the 'Still need help?' section below to provide a photo of the order, the batch number and a brief explanation as to the detail of the damage. Our Customer Service team will then be able to assist you and provide a suitable resolution.

We always listen to our BeautyFIX subscribers and try our best to include the products you want to feature. If you do have any suggestions or recommendations, please contact our Customer Service team who would love to hear more!

To make changes to your delivery address, please login to your account to update your information 14 days before your scheduled ship date.

Please contact our customer service team via the 'Still need help?' section (below) in order for them to resolve this issue.

Please log into your Dermstore account, go to the BeautyFIX section of the website and select the product/box in which you would like to leave a review. You will find this option at the bottom of the product page.

Log into your account, check that your card details are correct. If you still incur a payment problem, please contact our customer service team via the 'Still need help?' section (below).

For single product subscriptions, you can pause or cancel the subscription at anytime. Please go to your account to review your options.

For BeautyFIX subscriptions, opt-out of auto renewal will result in completion at the end of the chosen subscription plan, we will charge and ship all boxes up until this point and then the subscription will not renew.

You need to opt-out of auto-renewal at least 14 business days before you will receive the last box of your current term. You can opt-out at any point in your subscription up to the point mentioned above, however your subscription will only end once your term has ended, i.e. if you have a 3-month subscription, and opt-out after your second box, your 3rd box will be your last box which in turn completes your 3-month subscription.

To cancel a BeautyFIX subscription please go to your account.