What are the possible order statuses?

Your order can be:

  • Pending Payment: Payment not completed.
  • Processing: Payment received, order is being prepared.
  • Shipped: Order dispatched with tracking info.
  • Cancelled: Order or payment cancelled.
Can I add or remove items from my order?

Once payment is completed, changes to your order are not possible. If needed, you can request a return after delivery.

Can I cancel my order?

Orders can be cancelled only if they haven’t been paid or shipped. After shipment, cancellation is not possible.

Why is my order delayed?

Orders may be delayed due to missing or incorrect details (name, address, phone), out-of-stock items, or customs inspection.

How can I track my order?

Visit our Order Tracking Page and enter your email and order number. Tracking is also sent via email after shipment.

My tracking says 'Delivered' but I didn’t receive it.

Please check with neighbors or the building manager. If unresolved within 7 days, contact our support team.

Can I request a specific delivery date?

No. Once your order is shipped, delivery schedule is managed by the courier.

What is the estimated shipping time?

Estimated delivery time is 2–7 business days depending on your region.

Will I pay import tax?

Yes. Import duties are determined by your country and are the customer's responsibility.

What if the ice pack is melted when I receive my parcel?

Products are packed with insulation. Even if melted, the internal temperature remains under 8°C for 7–8 days.

For full details, visit: Shipping Information

How can I return or exchange a product?

Contact us within 30 days of delivery. Returns are accepted only if items are unopened and in original condition.

When will I receive my refund?

 Refunds are processed within 7–14 business days after we confirm return arrival.

For full details, visit: Refund and Returns Policy

Why was my payment declined?

Make sure your card supports 3D Secure, and your browser allows pop-ups. Contact your card-issuing bank if issues persist.

What payment methods are available?

We currently support credit/debit cards, bank transfers, and international platforms such as Wise and Remitly. PayPal is not supported.

Where can I find my payment confirmation?

Check your inbox or spam folder. Confirmation is sent automatically.

For full details, visit: Payments

How do I reset my password?

Click “Forgot Password” on the login page and follow the steps.

I didn’t receive the reset email.

Please check your spam folder or contact support for manual reset.

How can I become a wholesale partner?

Visit Wholesale Page and submit your application.

How do I write a review?

Go to My Orders → Write a Review after receiving your order. Uploading photos/videos may earn bonus points.

How to get reward points?

Earn points through purchases, reviews, and promotions. Terms apply.

I have other questions or need more help.

Please feel free to contact us at support@dermalingo.com or use our Contact Us page for further assistance.