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Frequently Asked Questions



How can I track my order?

Can I change my order once I've placed it?

What happens when my item is backordered?

How do I know if ordering online is secure?

How can I get in touch with your customer service team?

I emailed your customer service team. When should I expect a response?


How do I qualify for free shipping?

I placed an order. When will my package arrive ?

Can I ship internationally?

I am having trouble with my shipping address.

What do I do if I didn't receive a shipment?

Returns & Exchanges

How long is the return policy?

Can I return or exchange my purchase if I don't like it?

What if my item is damaged or missing?

Do you provide a return label?


Why doesn't your site work with my browser?

Do I need to turn on cookies in my web browser to shop the site?

How can I contact Dermacol about a potentially fraudulent website or email?

Shade Match Guarantee

Does Dermacol SF offer 'Shade Match Guarantee'?