Order & Delivery

Delivery

1. DermaElements Limited (hereinafter referred to as "Our company") provide worldwide online order and delivery service. Parcels are generally dispatched according to order sequence within 3 working days (excluding Saturdays, Sundays and public holidays) after receipt of payment and sent out from Hong Kong by SF Express for Hong Kong orders and by registered mail for overseas orders.
2. Free shipping to Hong Kong for any order net over HK$800. For any order under HK$800, the actual delivery charge will be collected by the delivery service provider upon delivery or parcel collection at their business points.
3. Except for deliveries to remote areas or due to special reasons, Hong Kong orders will be delivered within 5 working days (excluding Saturdays, Sundays and public holidays) upon order confirmation. Overseas orders will be delivered within 7 working days (excluding Saturdays, Sundays and public holidays) upon order confirmation.
4. Tracking number will be provided for monitoring the shipment status if applicable.
5. We "DermaElements" reserve the right for cancelling, refund and exchange on all orders.
6. If orders are not received within the said period, please inform us by email at info@dermaelements.com. In order to ensure the confirmed orders are delivered accurately without delay, please provide correct personal information and delivery address before submitting the order.
7. Orders are prepared and processed by computer system. Delivery address CANNOT be changed after order is submitted.
8. If occasional shortage of stock for certain products arising from delay occurs due to importation, we shall give further notice on delivery arrangement.
9. Our company holds no liability over those inevitable delays due to custom clearance at destination or other reasons.
10. Overseas customers should bear import duties, tax or any additional charges.
11. Our company reserves the right to claim all shipping charges incurred and to deduct the charges from the refund amount in case a parcel is rejected by the receiver and bounced back.
12. The shipping charges vary according to the total weight of the parcels. Customers are advised to group their items in one order. Two distinct orders placed separately cannot be grouped, and shipping fees will apply to each of them.
13. The parcels will be dispatched at customers' risk, but special care will be taken to protect fragile objects.
14. Our company reserve the right to change these terms and conditions at any time without prior notice.

Refunds

1. Customers may exchange or return a purchased order within 7 days after receipt by contacting us via email at info@dermaelements.com, with clear indication of order number, product code and quantity. All return or exchange items must be unused, in their original condition. Local purchase must be returned within 7 days upon receipt (based on the tracking record of courier). Overseas purchase must be returned within 14 days (based on the postage stamp or tracking record of courier) upon acceptance of your return request from us. If the purchased items are not returned within the said period, the delivery shall be deemed as accepted and completed. Our company will not bear any liabilities.
2. Exchanges of another product are not allowed. For exchanges for another product, please complete the return procedure of the purchased item and make a new order as usual.
3. All online order can be returned by post or in person. Except product quality or delivery mistake, customer shall bear all delivery cost due to the return, and the cost will be deducted from the refund amount (if applicable).
4. Customers shall bear all the delivery charges incurred for refund or exchange of free-shipping orders.
5. If wrong items are delivered or the quality of the purchased items is not satisfactory, customers can apply for an exchange or a return within 7 days upon receipt. Once a case is investigated and confirmed, customers can request for a full refund or an exchange. We may request customers to provide proofs. We will ship the item or refund as soon as we receive the returned original item.
6. Our company shall reserve the right of final decision of return and exchange.
7. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at info@dermaelements.com.