We aim to provide our customers with the longest expiry dates possible. However, we consider our “short dated stock” to be a minimum of 3 months or less. If you do require longer dated stock, please email or call our office before placing your order to check with our customer service team the current expiry dates we have in stock before dispatch.

Trans-O Flex – All EU and Far East parcels are shipped with Trans-O Flex and will be delivered within 2-4 working days for EU countries and 3-7 working days for Far East.

UPS / Parcel Force– We use alternative couriers if Trans-O Flex do not deliver the goods to selected countries and shipments usually take around 3-7 working days worldwide.

Tracking & Delivery Time

You will receive a shipment email & text message with your assigned tracking number the same day your order is shipped, please expect your tracking number in the afternoon once all parcels have been picked, packed, and processed.

Please note that you are responsible for all import duties and taxes arising on the supply of our services outside the EU, and we will make no calculations or estimations in this regard.

Please note: YOU (the customer) are responsible for checking import regulations set by your country before placing your order and are liable for any import charges that are determined by your country. Please check with your local authorities for further information. Due to Brexit, some EU deliveries may be significantly delayed which are beyond our control.

You will be held responsible for any amendments made to deliveries should a package go missing or delivered outside of the expected time slot. These amendments include, but are not limited to, change of address, location, or time slot.

WHOLESALE ORDERS

If you wish to order products in large QTY, please contact our customer service team via email wholesale@dermalfiler.com, our team will then send across some quotes and will take you through the wholesale ordering process.

Any wholesale orders once placed with our customer service representative which has been PAID for and PROCESSED cannot be refunded. This will also include any part shipped orders. This is due to the stock being ordered in specifically for you, the customer. Any WHOLESALE orders that are placed via Email with our Customer Service Representatives are applicable for FREE DELIVERY.

MISSING ITEMS / INCOMPLETE ORDERS.

If your parcel has arrived and you notice your order is incomplete, please contact our customer service team straight away via email info@dermalfiller.com Please contact us within 5 working days of the delivery date to enable us to investigate this with our couriers. Please include ORDER ID numbers and any proof you may have which will help with the investigation process. If you have not contacted us within the 5 working days timeframe then no refund / voucher code will be honoured under any circumstances.

COLD CHAIN DELIVERIES

You as the customer will be liable for any deliveries that fail, this includes collection from pick up shops or where the driver has attempted to deliver to the address stated, within the delivery service timeframe. Please note, we do not accept returns on any cold chain items unless faulty when delivered. No refunds / re-ships will be honoured in the event that your delivery fails under any circumstances.

LOST / UNDELIVERED PARCELS

If your parcel has not arrived or you suspect your parcel might be lost, please contact us straight away via email info@dermalfiller.com – Please include as much detail as you can including ORDER ID number.

Please contact us within 14 days from the dispatch date (including weekends) If you contact us out of this time frame, then we would be unable to process a refund as our couriers have a 14-day policy from the dispatch date for us to process a claim which means we have to adhere to their policy procedure which is out of our control.

We will then set up an investigation with our courier which can take up to 4-6 working days. Once your delivery has been fully investigated by our courier, we will email you as soon as possible with the outcome. No refunds or replacements can be sent until the investigation has been completed by the courier. Once the courier has confirmed the parcel is “LOST” we will then contact you to arrange a refund or replacement.

ORDERS THAT CONTAIN PRE-ORDERS

If you place an order with us and the order gets split into two (one being a pre-order) the stock that is in available will be shipped first. The pre-order will follow as soon as the stock becomes available.