FREQUENTLY ASKED QUESTIONS
How can I contact you with any questions?
For queries relating to your order, making purchases through our website, deliveries or returns, please contact our Customer Service Team.
By e-mail: firstname.lastname@example.org
By telephone: 0203 005 4998 (we are available from Monday to Friday from 9:00am – 5:00pm)
By post: myDermacenter UK c/o Asendia UK, 2B Viking Industrial Estate, Hudson Road, Bedford MK41 0QB, United Kingdom
For general queries relating to our products or brands or if you have any feedback or complaints, please contact our myDermacenter Consumer Advisory Department.
By email: email@example.com
By telephone: 0800 028 0390
By post: myDermacenter Consumer Advisory Department, L’Oréal UK Ltd, 255 Hammersmith Road, London W6 8BR.
If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”).
You may do this using the electronic complaint form found at: www.ec.europa.eu/odr.
How can I monitor my order?
Your order will be dispatched by Hermes or DPD. See below for the delivery method and estimated delivery times we offer.
When your order and payment are validated, myDermacenter will send you an Order Acknowledgment email.
Once your order has been prepared and dispatched, you will receive a Dispatch Confirmation email from myDermacenter which confirms our acceptance of your order. In this email, you will find a tracking number that will allow you to monitor your parcel on the carrier’s website.
By clicking on the link to the website which is provided in the Dispatch Confirmation email and entering the tracking number provided, you will be able to track your order.
What are the estimated delivery times offered?
The estimated delivery times set out in the table below are from the date on which you receive a Dispatch Confirmation email from us. Please note that the delivery times quoted are an estimate only.
Estimated Delivery Time
Standard Delivery by Hermes to addresses within the UK and Isle of Man
2 working days – order must be placed by 12pm
3 working days – if order is placed after 12pm
Next Day Delivery by DPD within the UK and Isle of Man
1 working day – order must be placed before 12pm.
2 working days- if order is placed after 12pm
We only deliver to the United Kingdom and Isle of Man. Only orders with an invoicing and delivery address located in the United Kingdom or Isle of Man will be processed.
Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.
If you wish to send a gift, select the products and add them to your bag. When you are on the first stage at the checkout, you can select a gift wrap service for no additional cost. You can then send your order to another recipient with a personal message. You can do so by completing the fields for the “Shipping Address” with the desired delivery address, which is on the second stage of the checkout page.
Gift wrap is not available for our Gift Sets as they already come in luxury myDermacenter packaging.
What methods of payment are offered?
myDermacenter allows you to pay for your order using secure payment methods.
You can carry out an online payment by credit/debit card and pay for your order using one of the following cards:
Visa, MasterCard, Maestro or American Express.
The information entered when making a payment on www.my-dermacenter.com is never known or stored by MyDermacenter. Banking transactions are carried out in a secure manner by Ogone e-Commerce Solutions, myDermacenter's designated payment partner.
For any additional information concerning payment, please contact our Customer Service team at firstname.lastname@example.org or by telephone on 0203 005 4998 (we are available from Monday to Friday from 9:00am – 5:00pm)
How do I use a promotional code?
If you have a myDermacenter promotional code, you can let us know before confirming your order by inputting it into the field, "Enter your Promotional Code".
Once the code is entered, the offer will be directly applied to the amount that your shopping bag totals.
You will see the title/value of your code above the subtotal amount. You have the option to cancel the code you entered and enter a different one.
What is the maximum quantity and amount that I can order?
The maximum amount of your order cannot exceed £500.00. Moreover, the number of identical products bearing the same reference is limited to 5 for the same order and over a one month period.
What is the procedure for returns and refunds?
You may cancel an order by completing the Order Cancellation Form available on our website.
Alternatively, you can download a PDF version of the cancellation form which can be printed, completed, scanned and emailed to us at email@example.com or posted to us at:
myDermacenter UK c/o Asendia UK
2B Viking Industrial Estate
Bedford MK41 0QB
We will email you to confirm we have received your cancellation.
You may also contact our Customer Service team by telephone on 0203 005 4998.
Your right of cancellation does not apply in the case of a contract for the supply of sealed goods where the seal has been broken after delivery. Certain products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.
If the product(s) received are not as described on our website or if they have been damaged or are faulty, then you should return such product(s) in the form and packaging in which you received them accompanied by a completed Delivery and Returns Note. We will then refund you the price of the product in full and where the full order is returned will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
Note that in these specified circumstances only (i.e. where the product is faulty, damaged, or is not as described on our website), we will pay the reasonable delivery costs you incur in returning the product to us, provided that you include a returns proof of postage receipt when returning the product. We request that you return such products to us via the Post Office ‘Royal Mail Signed For’ delivery method.
It is not possible to exchange or obtain reimbursement from us for any products ordered from a third party online store or retailer.
For more information about your rights to cancel an order, return a product or claim a refund, please refer to our Cancellation, Return and Refund Policy.
Why create an account?
To enable us to process your order, we need some information about you such as your delivery address, billing address and email address.You may give us this information each time you make a purchase, or you can create an account.
You do not have to create an account with us to make a purchase; however the creation of this account will allow you to benefit fully from services offered by myDermacenter, for instance creating a list of your own personal favourite products, viewing past orders, etc.
All your account information at myDermacenter will only be used as part of your relationship with myDermacenter.
This information can be changed by you at any time by managing your account online. You can also ask for your account information to be completely removed from our database by sending an email to firstname.lastname@example.org.
How can I reset my password?
If you forget your password, select the "Sign in" button and select "Forgotten Password?" You will then receive a hyperlink via email which can be followed to reset your password.
How can I be informed about myDermacenter news, promotions, competitions and surveys?
To sign up for the myDermacenter Newsletter, simply type your email address in the box field located at the bottom of our website and click ”OK”.
You can also sign up for the myDermacenter Newsletter whilst creating your myDermacenter account and tick the box "Sign up for our newsletter to receive the latest news and offers".
How do I unsubscribe from the newsletter?
You can unsubscribe from the myDermacenter Newsletter with a single click on the unsubscribe link at the bottom of the page in the last newsletter you receive.You can also unsubscribe by sending an email to our Customer Service team at email@example.com.