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.
We offer a variety of online payment methods to ensure our customers can place orders with ease.
You can select your preferred payment method at checkout.
As we take fraud very seriously, you will face validation and authorisation 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 authorised 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 favourite Dermstore products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
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
These products cannot contain any of the ingredients from Dermstore’s Potentially Harmful Ingredient List.
*Please note ingredients and guidelines are subject to change.
Animal musks, oils and fats
cetearylalcohol (plant derived is okay)
mercury and mercury compounds
paraffin PEG-7 Glyceryl Cocoate
Sodium Laureth Sulfate
Discounts and Exclusions
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.
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.
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 a dispatch email as soon as your order is on the way.
Your account will show any previous orders you’ve placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.
The email we sent you informing you that your order has been shipped will also let you know when we expect 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.
If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).
If not, then select the order that you wish to cancel. 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.
If it fails, this is because the order is getting ready to be sent. 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.
Once you’ve placed your order we cannot make any changes to it.
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.
- Order Number
- Product Name
- Details of the fault
- 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-
- Order Number
- Incorrect item received
- The correct item ordered
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.
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your package may have been left somewhere safe, such as with a neighbor or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
Don’t worry, if your order cannot fit through/in the mailbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your package is and how you can collect it.
Returns & Refunds
We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.
All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.
They’ll send you all the information you need, but you can also refer to 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.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team.
We want you to have peace of mind when deciding to purchase with us, so we have extended our returns policy to cover the festive period.
All we ask is that the item(s) are pristine. Meaning they are unopened, in their original packaging and any retail seals are unbroken.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please contact our Customer Service team.
You have the right to ask about what personal data we hold about you.
Write to us
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 contact Customer Service who will advise you how to proceed.
Dermstore Customer Service
632 North 2000 West
BeautyFIX & Dermstore Subscriptions
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.
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.
If you receive an email detailing a payment problem against your subscription, please log into the My Account area and check or update your payment information that you have provided us. Should you need any assistance with this, please contact our Customer Service team who will be able to resolve any issues via the 'Still need help?' section (below).
For single product subscriptions, you can pause or cancel the subscription at anytime. Please go to the ‘My Account’ page 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 dispatch all boxes up until this point and then the subscription will not renew.
You need to opt-out of auto-renewal at least 3 working 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 the ‘My Account’ page to cancel.
Still need help?
Speak to one of our agents
Monday - Friday: 8am-Midnight (EST)
Weekends: 10am-7pm (EST)
Closed on public holidays