General

Yes, our products are safe during pregnancy. If you have serious concerns, we recommend talking to your 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.

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 pay for your order over four equal instalments, 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.

EXCHANGES AND RETURNS

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

(a) You have satisfactory proof of purchase;


(b) The products are unopened;

(c) You seek the refund or exchange within 14 days of your receipt of the products; and

(d) You return the products to us for refund or exchange at your cost.

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.

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