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Free UK Delivery
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Customer Support, Order Line and Skincare Advice:
0116 251 4848
Mon-Fri (9am to 5pm)

Customer Service

 
Shipping & Delivery
We deliver free of charge to the UK, including Northern Ireland, the Isle of Man and the Channel Islands. Delivery is usually between 2-3 working days from date of the order. Urgent Orders can be delivered 'NEXT DAY' for an additional charge of £5.00 - Please ring or choose at checkout for this service (restrictions apply to certain products). Next Day orders are sent using Royal Mail guaranteed (arrives before 1pm) and should be ordered before 4:00pm Monday to Friday. Except Next Day orders, all orders are sent using the Royal Mail 48 Hour Delivery service (no signature required). Orders over £75 are sent 'Tracked' using this service. You can provide a different shipping address to your billing address during the 'Checkout' process or by changing it in 'My Account'. 
Addresses that are incorrectly entered, resulting in lost or undelivered packages will result in additional costs. Please ensure the address is accurate before confirming your order. We accept no liability for innacurate delivery addresses.
Orders are dispatched following the successful processing of your payment. This process which ensures your safety and ours against Credit Card fraud, can take up to 24hrs after you have placed your order, but we will send you an email immediately notifying you that your order has been shipped.
Unfortunately we cannot provide a specific delivery time. We would also like to add that any orders placed on Friday or over the weekend will not be shipped until the following week. Delivery is normally within 2-4 working days (usually much quicker), but allow upto 7 days before contacting us. Please make allowances for orders made over the weekend, bank holidays and holiday periods. If there is a delay in processing your order we will inform you by email.
If no one is in at your given shipping address, Royal Mail will leave a note with full details on how to arrange re-delivery, collection from your local Post Office or collection from your local Sorting Office.

Deliveries outside UK
We ship to most countries world wide, please use the drop down list to select your country when 'checking out'. Shipping outside the UK will be charged at £6.95 irrespective of the country it is being shipped to. Please be aware, that countries outside the EU may charge import duties - Please check the allowances and duty for your country before placing your order. Allow upto 7 days for delivery world wide but can take as long as two weeks. Please get in touch if you have not received your order within two weeks. We send orders via Royal Mail Airsure to the destinations below and can be tracked. This is the quickest service available. Any destination not on the list below is sent via Royal Mail's International Signed-For Service.

Europe: Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Spain, Sweden and Switzerland.

World Zone one: Brazil, Canada, Hong Kong, Malaysia, Singapore and USA.

World Zone two: New Zealand

Returns & Replacements
We understand that sometimes mistakes are made when buying our products. If you change your mind for any reason, we will refund you for any item that is returned to us unopened within 14 days of your purchase. Customers will be responsible and bear the cost of any returns made to us. We will charge £3 for our postage costs for returned items. The exception for returns are all garments, bras and clothing. These are not returnable as they are categorised as medical supplies and hence subject to hygiene laws. Please return your products to Dermacare Direct (Returns), Unit 8, Stoughton Grange Farm, Gartree Road, Leicester  LE2 2FB. Please provide a return name and address so that we can refund you.
Damaged or faulty items should also be returned to us within 14 days of purchase.We will exchange the items or refund in full any items returned to us within this timeframe.
Ordering
Orders are placed by selecting a product and adding to the shopping bag. The order should then be paid for by using the checkout service. The checkout service will take card payment accepting all major credit cards in the UK.
If you would like to cancel your order, please get in touch with sales@dermacaredirect.co.uk as soon as possible. We cannot cancel orders once the order has been shipped.
Payment, Pricing & Promotions
All of our prices shown on this website are inclusive of VAT. We accept the following payment methods: Mastercard, Visa, Visa Debit, Visa Electron, American Express, Solo and Delta. We do not accept Maestro cards at present. If you wish to use Maestro then please choose the 'Paypal' payment method and checkout using their payment screens. Payments are processed by our third party payment provider Sagepay. Any payment disputes will be handled by Sagepay. It is the responsibility of the customer to ensure all payment details are correctly entered onto our payment form. Please ensure that your billing address matches your registered card address, as this is part of our transaction fraud checks. An alternate delivery address can be selected during the checkout process.

We take the security of your personal information seriously. We securely store your billing and shipping details including any email addresses. We do not store any payment card information. The payment card information and your address details are sent to Sagepay servers for card processing using High-grade Encryption AES-256 256 bit (the highest available) issued by Equifax.
The currency conversion function of this site gives an approximate figure for the value of your order.  This is becuase we do not know what the conversion rate your bank will apply to your card payment. Please contact your bank to get an exact conversion figure for the value of your order. 
Viewing Orders
Please Login to view the status of orders. Only registered users can view the status of the order.
Updating Account Information
Please Login from 'My Account' to view and amend account information.
Discounts and Coupons
A discount or coupon is only valid for the customers that have been assigned the code. They are not transferrable or redeemable for a cash value. Coupons can be applied to the whole shopping basket when checking out e.g. a 10% discount will apply to all products purchased within that basket. Please click on the 'Shopping Bag' on the top left of the home page and apply the coupon to the 'discount codes' section of the shopping cart. You may need to scroll down to see the discount box. The coupon can only be used once per customer. If you have any difficulties with our discount system, please email sales@dermacaredirect.co.uk.

           Discount codes cannot be used in conjunction with the 'refer a friend' promotions. You will receive a 5% discount for each friend referred up to a maximum of 20%. The friend must register using the link provided and buy something from www.dermacaredirect.co.uk for a discount to be applied to the referrer. The referrer will then automatically receive a discount on their next purchase from our website.