Frequently asked questions

Yes, our products are safe during pregnancy. If you have serious concerns, we recommend talking to you GP. However, our products do not contain any chemicals that will harm you or the baby.

We do not test our products on animals, and best of all, our products are vegan friendly too.

We are based in Melbourne, Australia. We ship to two locations, Australia and New Zealand.

Our products are the perfect balance of earthy ingredients and smart, scientifically-approved additions
90% are. But don’t be tempted to eat them (even though some of them will definitely smell good enough too!)
We always recommend checking out our ingredient list (we’re completely transparent and all this info is available online, or on our label) and chatting with your dermatologist to be sure.
All our ingredients are environmentally friendly, and we’re working on also making all packaging biodegradable.
We're inspired by the best beauty offerings from around the world but are as Aussie-made as a Tim Tam Slam. In fact, we are listed on the Australian-made committee website.
Ok, so you’ll look a little creepy when they’re on, but sheet masks allow your skin to 'rest' while moisturising, hydrating, brightening, or generally saturating it with anti-aging ingredients to give it a little bit of extra TLC. routine when you need it the most.
Dry skin will benefit from our Hydration mask; dull skin will glow after using our Bright mask, oily, sensitive and acne-prone skin will love our Calm mask, and our Age Defy mask is perfect for mature skin.
You can use sheet masks as many times as you like, but many experts recommend using it three times a week or once a day if your skin really needs a little extra TLC
They are perfect for dull, dry and acne-prone skin.
Dull, dry, oily, sensitive and acne-prone skin will all adore this mask!
If you have dull, dry, oily, sensitive or acne-prone skin, this mask is made for you!
Up to twice a week
Up to twice a week.
As many times as you like! It’s perfect for everyday use or if you’re not a regular masker, you can apply it under conditions where your skin is likely to be extra dry - such as extended periods in air-conditioned offices or long-haul flights (when it’s safe to get back in the air, of course!).
Your hands tell your story to the world. Make it a good one by using the kind of hand cream (hint hint, our Hand Therapy) that’ll keep them hydrated and ensure they look young, feel soft and smell great!
Woohoo! This range is suitable for all skin types. The only thing you have to decide is your favourite fragrance.

Use this text to answer questions in as much detail as possible for your customers.

As many times as your little heart (and dry hands!) desire.

Billing & delivery

We accepts payment via Amex, PayPal, Afterpay or credit card using Visa Mastercard.
Yes, we offer Afterpay on all orders. Afterpay allows you to for your order over four equal installment, due every fortnight.
With the large parcel volumes we are currently experiencing, we do have delivery delays of several days and we have an unprecedented number of enquiries relating to these delays into our contact centres. We are working through these enquiries as quickly as possible and apologise for any inconvenience this may cause. Please be assured that we’re working as hard as we can to get these parcels delivered, including delivering over the weekend in some areas of the country. So that we can move your parcels through our network as quickly as possible, you may not see all of the tracking scans that you would usually see. More information about these delays can be found here.
We understand the need to receive your goods as soon as possible and aim to have your order processed and dispatched quickly. Our warehouse works Monday to Friday to collect and pack orders so you can receive them sooner. While we do have standard delivery times, we do experience peak periods (around Christmas, Valentine’s Day, Easter & Mother’s Day) where our usual processing time of 24 to 48h may increase. Once we dispatch your order from our warehouse, delivery times will vary depending on your location, you will receive an email regarding your tracking number, please check via Auspost for your parcel status and delivery time.

Returns and exchanges

Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major defect and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. If You consider that the Products are faulty, damaged or incorrect (not what you ordered), you should contact us online with an online enquiry with details of the Product and the fault or damage within a reasonable period of time. You are responsible for returning the Product to us. Upon receipt of the returned Product, we will fully examine it and notify you of your right to a replacement or refund (if any) via e-mail within a reasonable period of time. The refund or replacement will take place as soon as possible and, in any case, within days of the day We confirmed to You via e-mail that You are entitled to a refund or replacement for the faulty Product. If there is a major defect with the Product, or if the incorrect Product has been delivered, you may choose a refund or exchange. Where Products are damaged through misuse or abnormal use, we will not provide a refund or exchange. These Terms are in addition to, and do not affect, your other statutory rights and remedies which are available to You under the Australian Consumer Law.

If you change your mind about your purchase, we may offer you a refund or exchange of the products if:

  • You have satisfactory proof of purchase;
  • The products are unopened;
  • You seek the refund or exchange within 14 days of your receipt of the products; and
  • You return the products to us for refund or exchange at your cost.

Other enquiries

Our Customer Service experts look forward to assisting you with any online enquiries.

customercare@dermalume.com.au

Teams are available: Monday - Friday: 9.00 am - 5.00 pm

All times are shown in AEST.
Please direct all sales and stockists enquiries to

cassy.fu@dermalume.com.au
Please direct all Press and Media enquiries to

marketing@dermalume.com.au