Shipping policy

Shipping Policy

This Shipping Policy explains how orders are processed, dispatched, delivered, and investigated where delivery issues arise.

By placing an order with The Derma Co, you agree to the delivery terms set out below.

1. Delivery Services

We work with recognised courier and postal providers to deliver parcels across the UK and, where available, to international destinations.

The delivery services available to you will be shown at checkout. These may include standard delivery, express delivery, timed delivery services, Saturday services, and other courier options depending on your location and the products ordered.

The delivery options shown at checkout may vary based on:

  • delivery address;

  • order value;

  • parcel size or weight;

  • product type;

  • courier availability;

  • operational requirements;

  • security or fraud checks.

Although you may choose a preferred service at checkout, we may use an alternative courier or equivalent service where reasonably necessary to complete delivery.

2. Warehouse Hours and Order Cut-Off

Our warehouse operates Monday to Friday, excluding UK bank holidays.

Orders placed before 4:00 p.m. UK time on a working day are usually processed for dispatch the same day, subject to payment clearance, stock availability, order checks, and warehouse capacity.

Orders placed after 4:00 p.m. will usually be processed on the next working day.

Orders placed after 4:00 p.m. on Friday, or at any time on Saturday, Sunday, or a UK bank holiday, will usually be processed on the next working day.

Dispatch means that your parcel has left our warehouse and has been handed over, or prepared for handover, to the courier network.

3. Delivery Times Are Estimates

Delivery prices and service options are displayed at checkout.

Any delivery timeframe shown on the website, at checkout, or by the courier is an estimate or service target only.

Some courier services may be commonly described as “Next Day”, “Timed”, “Before 10 a.m.”, “Before 12 p.m.”, or similar. These descriptions refer to the courier service selected, but they do not create a guarantee that delivery will take place on that date or within that time window.

Delivery may be affected by issues outside our control, including:

  • courier network delays;

  • traffic disruption;

  • weather conditions;

  • strikes or service disruption;

  • high seasonal parcel volumes;

  • local delivery restrictions;

  • incorrect or incomplete address details;

  • failed delivery attempts;

  • access issues at the delivery address.

For this reason, delivery dates and times are not guaranteed. We do not accept claims for compensation, loss, refunds, or business interruption caused by late delivery.

4. Dispatch Confirmation and Tracking

Once your order has been dispatched, you will usually receive a dispatch confirmation email containing tracking details.

You are responsible for checking tracking updates and making suitable arrangements to receive the parcel.

Where a courier requires a signature, access code, reception desk, concierge, or attended delivery point, it is your responsibility to ensure this is available.

5. Courier Collection

Courier collections take place at scheduled times on working days.

Orders processed before the cut-off time will be prepared for the next available courier collection where possible.

The exact time a parcel enters the courier network may vary depending on warehouse workload, courier arrival times, collection capacity, and operational circumstances.

6. Professional-Use Products

Many products sold by The Derma Co are intended for professional, aesthetic, cosmetic, or clinical use.

You are responsible for ensuring that delivery can be safely received at the address provided.

Where possible, we recommend using a staffed business address, clinic, reception, or commercial premises where someone is available during normal courier delivery hours.

You should make sure that:

  • the address is accurate;

  • someone is available to receive the parcel;

  • delivery instructions are clear;

  • the delivery location is safe and secure;

  • the parcel can be retrieved promptly after delivery.

We do not recommend sending professional-use or sensitive products to unattended residential addresses.

7. Residential, Shared, and Communal Addresses

If you choose delivery to a residential property, you are responsible for ensuring that the address is suitable and secure.

Extra care should be taken where the address includes shared or communal access, including:

  • flats or apartment blocks;

  • shared entrances;

  • communal hallways;

  • mailrooms;

  • parcel rooms;

  • concierge desks;

  • reception areas;

  • student accommodation;

  • multi-occupancy buildings.

Where a parcel is delivered to the address provided and courier evidence confirms delivery, delivery will be treated as complete.

Courier evidence may include GPS data, delivery photographs, signature records, courier scans, or driver delivery notes.

We are not responsible for parcels that are lost, stolen, removed, misplaced, or interfered with after being delivered to a communal or shared area.

8. Safe Place, Neighbour, and Redirection Requests

If you ask the courier to leave a parcel in a safe place, with a neighbour, at a reception area, in a communal space, or at a collection point, you accept responsibility for the parcel once the courier confirms delivery in accordance with those instructions.

This also applies where you use courier apps, tracking links, text messages, or delivery management tools to change the delivery arrangement after dispatch.

We are not responsible for loss, theft, damage, or failed retrieval following customer-selected delivery instructions.

9. Temperature-Sensitive and Product Integrity

Some products may require careful handling, prompt receipt, or specific storage conditions.

You are responsible for receiving the parcel promptly and storing the products in line with the product packaging, manufacturer instructions, or any storage guidance supplied.

We are not responsible for product quality, integrity, performance, or suitability where a parcel is:

  • left unattended;

  • not collected promptly;

  • exposed to heat, cold, sunlight, or unsuitable conditions;

  • left in a vehicle, porch, hallway, mailroom, or external area;

  • delayed because of failed delivery attempts or customer unavailability.

10. High-Value Orders

For high-value orders, or orders we consider higher risk, we may take additional delivery precautions.

These may include:

  • using a signature-required service;

  • changing the courier;

  • upgrading the delivery method;

  • delaying dispatch while we verify details;

  • contacting you to confirm delivery information;

  • carrying out payment, address, or fraud checks.

These checks are used to reduce the risk of loss, fraud, failed delivery, or disputes.

11. When Delivery Is Complete

Delivery is considered complete when the courier records the parcel as delivered to the address supplied at checkout or to a delivery option selected by you after dispatch.

Proof of delivery may include:

  • GPS location data;

  • delivery photograph;

  • signature confirmation;

  • courier scan;

  • driver record;

  • collection point confirmation.

It is your responsibility to ensure that the delivery address is complete, accurate, accessible, and secure.

12. Missing Parcel Claims

If tracking shows that a parcel has been delivered but you believe it has not been received, you must contact us within 48 hours of the recorded delivery time.

Before we can raise a courier investigation, you may be required to complete a signed declaration confirming that the parcel has not been received by you, anyone at your address, your household, your workplace, your reception, your concierge, your neighbour, or any person authorised to accept delivery.

Courier investigations may involve review of:

  • GPS records;

  • delivery photographs;

  • driver statements;

  • signature evidence;

  • courier scan history;

  • delivery route data;

  • collection point records.

A refund or replacement will not be issued automatically while an investigation is ongoing.

13. False or Fraudulent Claims

A signed non-receipt declaration is a formal statement.

Providing false information, denying receipt of a parcel that was received, or making a dishonest delivery claim may be treated as fraud.

Where evidence suggests that a parcel was correctly delivered, or where we reasonably suspect a false claim, we may:

  • refuse a refund or replacement;

  • provide evidence to the courier;

  • share information with courier fraud or investigation teams;

  • report suspected fraud to the relevant authorities;

  • recover losses, costs, and investigation expenses;

  • restrict or refuse future orders.

We reserve the right to refuse service to customers, addresses, or accounts linked to repeated delivery disputes, suspicious claims, or suspected fraudulent activity.

14. Delivery Delays and Business Losses

We do not accept liability for losses caused by delivery delays or failed delivery attempts.

This includes, but is not limited to:

  • missed appointments;

  • cancelled treatments;

  • loss of earnings;

  • loss of profit;

  • business interruption;

  • customer complaints;

  • reputational damage;

  • replacement purchases from another supplier.

Customers purchasing professional-use products are responsible for ordering in sufficient time and should not rely on estimated delivery dates for booked treatments, client appointments, training days, or commercial commitments.

15. International Shipping

Where international delivery is available, you are responsible for checking that the products can legally be imported into the destination country.

You are responsible for all customs duties, import taxes, clearance charges, documentation requirements, local restrictions, and regulatory obligations.

We are not responsible for parcels that are delayed, refused, returned, seized, destroyed, or held due to customs, import controls, local regulations, or failure to comply with destination-country requirements.

International shipping charges are not refundable where the delivery issue arises from customs, import restrictions, or local compliance matters.

The Derma Co