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faqs

• account registration and password retrieval
• online shopping
• online payment
• delivery enquiries
• refund / exchange enquiries
• promotion and discount
• general enquiries
• our products
 
 
 

account registration and password retrieval

 

how do I register on the Dermalogica website?
It’s easy! Click on the Register button on the top right corner of the website and you will be directed to an online registration form.

 

forgot my password?
Click on the Forgot Your Password link in the Sign In page. You will be directed to the password retrieval page. Enter your e-mail address and we will immediately send a temporary password to you. Once you have successfully accessed your account, remember to update your password immediately.

 

how do I change my contact or address details?
You can go to My Account > My Dashboard page and change your details here.

 

 

 

online shopping

 

how can I make an online purchase without an account on the Dermalogica website?

1. Choose the product you want and proceed to Checkout

2. At Checkout, enter your delivery information and choose your payment method

3. Place your order

4. You will receive an order confirmation from Dermalogica website and a payment confirmation email from the payment gateway

 

 

will I receive an order confirmation after placing an order?
An immediate confirmation with order summary will be sent via email. Order tracking email notifications will also be sent to keep you updated frequently on your order status.

 

 

can I change or cancel an item in my existing order?
However once you have confirmed your order and finalized payment, no changes can be made to the order. We advise that you carefully review and modify your order before payment submission.

 

 

how can I cancel my order?
Once your order has been submitted successfully and payment is received for your purchase, no further changes can be made. We advise that you carefully review and modify your order before payment submission.

 

 

what do the order statuses ON HOLD, CANCELLED, SUCCESS & COMPLETE mean?


PENDING PAYMENT: Awaiting payment confirmation.

CANCELLED: Cancelled by an admin / the customer or payment failed.

PROCESSING: Payment received and stock has been reduced. The order is awaiting fulfillment.

COMPLETE: Order fulfilled and tracking code is available.

 

 

 

online payment

 

what currency does Dermalogica accept?


We only accept payment in Hong Kong Dollar (HK$) via Paypal

 

 

do you keep my credit card details?
We do not retain your credit card information after your order is completed; it is submitted directly to our banks..

 

 

how can I know if my payment was successful?
Upon payment success, you will receive an on-screen prompt to inform you that the payment has been received. You will also receive an invoice from us AND a payment confirmation from the PayPal online payment portal via email. Alternatively, you may check the status of your order via My Dashboard.

 

 

why would my payment be rejected?


Credit Card

1. Check with your bank to ensure there are funds available to pay for your order.

2. Secondly, if you are using a MasterCard or Visa credit or Debit card to pay your order, we suggest you confirm that your card is activated and that your 3D secure details have been entered correctly.

Note: Only credit cards issued by local banks are accepted.

 

 

what is 3D Secure?

3D Secure is a security feature which ensures payments using certain credit and debit cards are authenticated by the card holder with their bank at the time of the transaction. 3D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV).


Your 3D Secure password is setup between you and your bank to further secure transactions made over the internet. If your card is enrolled with 3D Secure, during the payment procedure you will be prompted by your bank to enter a unique password to verify that the transaction is authorized by the card owner before completion.

 

For instance:

After submitting your MasterCard or Visa Credit or Debit card details at checkout, you will be prompted to key-in a unique security code which you will receive via SMS from your bank. This special security feature is a 3D Secure code.
Failure to submit details of your payment or password correctly will result in an unsuccessful online transaction.


For further assistance or inquiries, please do not hesitate to Contact Us.

 

 

 

delivery enquiries

 

how much is the delivery charge?

 

Delivery charge per order in HK
Dermalogica offers FREE shipping for online purchases worth HK$500 or above.
We will charge extra HK$40 for orders below HK$500.

 

Delivery charge per order in Macau and China
Dermalogica offers FREE shipping for online purchases worth HK$1,500 or above.
We will charge extra HK$100 for orders below HK$1,500.

 

 

Can it be mailed to my P.O Box address?

No.

 

 

how long does delivery normally take?

Delivery will take 2-5 working days for shipping in HK and 3-10 working days for shipping to China.

 

 

can I schedule the delivery of my order?
Our courier service providers are unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date.

 

 

do you ship internationally?
We currently ship within Hong Kong, Macau and China only.

 

 

 

 

refund / exchange enquiries

 

how do I request for a refund?
You may return products sold by Dermalogica webstore within 30 days after date of delivery, and upon a pre-approval of Dermalogica webstore. You are always welcome to contact our helpful Customer Service team by phone +852-2112 9520 or by email (hotline@dermalogica.com.hk), Monday to Friday (excluding Public Holidays) from 9.30am – 5.30pm for assistance.

 

 

I have received a damaged /faulty / incorrect product! How can I request for a product exchange?

Kindly contact our Customer Service at +852-2112 9520, Monday to Friday (excluding Public Holidays) from 9.30am – 5.30pm for assistance. An exchange will be made for products of equal or lower value. Optional: All return shipping charges will be reimbursed via points for future redemption.


For complete details please refer to our Return and Refund Policy

 

 

When will I receive my exchanged product(s)?

All product exchanges take up to 14 to 21 working days (excluding Public Holidays) for processing and delivery.

 

 

 

promotion and discount

 

how do I apply discount code?

Enter your Discount code in the 'Enter Promo Code' box on the Cart Page. Please ensure the code you entered matches exactly with the one you have received (Discount Coupon codes are case sensitive). Click 'APPLY' button after entering your code.

 

 

why my discount code could not be applied to my order?

Please ensure you fulfil the requirements to use the code.

• Check if the code has minimum order amount

• Check if the code is only for first time customer

• Check if the code is only valid for certain Products or Brands

• Check the expiry date of your code

 

 

my discount code was invalid from the order

• Ensure the code is not for first time customer only

• Ensure the code has not been used before

 

 

why is my discount / credits not reflected in the total?

Typically, only one of Discount or Credits can be used with an order.Discount is one-time use only unless otherwise stated. Discount is not valid with sale items or with any other discount or promotion. If you believe this is not the case or have other troubles using a discount coupon-code or credits, do not hesitate to contact us.

 

 

 

 

general enquiries


For all further enquiries, please do not hesitate to contact us via email at hotline@dermalogica.com.hk OR call our HQ at +852-2112 9520, Monday-Friday (excluding Public Holidays) from 9.30am – 5.30pm for assistance.

 

 

 

 

 

 

our products

 

• Gluten-free: Although there is no standard for establishing a gluten-free designation for topical skin care products, independent laboratory testing confirms that this product's formula surpasses the United States FDA (Food and Drug Administration) ingestible standards and can therefore be considered gluten-free.

• Vegan: Formulated without animal-derived ingredients.

• Vegetarian: The product is vegetarian, but may contain milk, honey or other animal byproducts.

• No artificial fragrances and colors: Formulated without artificial fragrances and colors.

• Paraben-free: Formulated without Parabens.

• Cruelty-free: Certified cruelty-free by Leaping Bunny and PETA.


Each product is uniquely formulated, please refer to individual product page for details.