Frequently Asked Questions (FAQ)
Welcome to the Derma Exchange Help Centre
We've answered the questions customers ask most frequently about our products, virtual consultations, prescriptions, orders and deliveries.
If you cannot find the answer you're looking for, please contact our Customer Support Team.
Telephone: 0330 043 1833
Email: support@dermaexchange.com
About Derma Exchange
What is Derma Exchange?
Derma Exchange is a UK-based online skincare retailer offering premium skincare products together with access to professional virtual skincare consultations.
Our platform combines evidence-based skincare, expert clinical advice and convenient online ordering to help customers achieve healthier skin.
Who owns Derma Exchange?
Derma Exchange is operated by Derma Exchange Ltd, a company registered in England and Wales.
Company Number: 17331624
Where are you based?
Our trading address is:
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
How can I contact you?
Customer Support is available by:
📞 0330 043 1833
Products
Are your products genuine?
Yes.
All products supplied by Derma Exchange are sourced through authorised manufacturers, distributors or wholesalers.
We are committed to supplying only authentic products and do not knowingly sell counterfeit, expired or diverted stock.
Are your skincare products safe?
All products sold through our Website are selected with customer safety in mind and should be used strictly in accordance with the manufacturer's instructions.
Before using any new skincare product, we recommend reviewing the ingredient list carefully and carrying out a patch test where appropriate.
Will every product work for me?
Skincare results vary from person to person.
Results may depend upon factors such as:
- skin type
- age
- lifestyle
- medical history
- consistency of use
- environmental factors
For this reason, we cannot guarantee specific results.
Do you sell prescription skincare?
Yes.
Certain treatments are available only following an individual clinical assessment by an authorised independent prescriber where clinically appropriate.
Prescription-only products are supplied in accordance with UK legal and regulatory requirements.
Virtual Consultations
How do virtual consultations work?
After booking your appointment, you'll receive confirmation together with instructions explaining how to join your consultation.
Your clinician may ask you to:
- complete a health questionnaire
- upload photographs of your skin
- discuss your skincare concerns
- answer questions about your medical history
Following your consultation, the clinician will discuss suitable treatment options where appropriate.
Who carries out the consultations?
Virtual consultations are carried out by appropriately trained, verified and certified clinicians operating under the clinical governance framework of Health Exchange UK.
Does Derma Exchange make clinical decisions?
No.
Derma Exchange Ltd operates the Website, booking platform, retail services and customer support.
Clinical decisions remain entirely the responsibility of the consulting clinician.
Will I definitely receive a prescription?
No.
Paying for a consultation does not guarantee that a prescription will be issued.
Treatment is only prescribed where an authorised independent prescriber considers it clinically appropriate.
Can I use a virtual consultation for emergencies?
No.
Virtual consultations are not suitable for medical emergencies.
If you require urgent medical assistance, contact 999, attend your nearest Accident & Emergency Department or contact NHS 111.
Prescription Products
How are prescription products approved?
Prescription-only products are supplied only after:
- an individual clinical assessment;
- review by an authorised independent prescriber; and
- confirmation that treatment is clinically appropriate.
Can I request repeat prescriptions?
Yes.
However, repeat prescriptions are not automatic.
Each request is independently reviewed and may require:
- an updated questionnaire;
- new photographs;
- a follow-up consultation.
Can I return prescription products?
Prescription-only products cannot normally be returned once supplied unless:
- they are faulty;
- damaged during delivery;
- supplied incorrectly; or
- otherwise required by law.
Ordering
How do I place an order?
Simply:
- Browse our products.
- Add your chosen items to your basket.
- Proceed to checkout.
- Enter your delivery information.
- Complete payment securely.
- Receive your order confirmation.
Can I change my order?
If your order has not yet been dispatched, please contact us as soon as possible.
We will do our best to amend your order, although changes cannot always be guaranteed.
Can I cancel my order?
Yes.
Orders may normally be cancelled before dispatch.
Please contact Customer Support immediately if you wish to cancel.
Shipping & Delivery
How quickly are orders processed?
We aim to process all orders within 24 hours of receiving them (Monday to Friday, excluding UK public holidays).
How long does delivery take?
Most UK orders arrive within 2–5 working days after dispatch.
Delivery times may vary depending on:
- your location;
- courier performance;
- weather conditions;
- seasonal demand;
- public holidays.
Do you provide tracking?
Yes.
Where available, tracking information is sent once your order has been dispatched.
Do you deliver throughout the UK?
Yes.
We currently deliver throughout the United Kingdom.
Some remote locations may require additional delivery time.
Returns & Refunds
Can I return products?
Yes, where eligible.
Please review our Returns, Refunds & Cancellation Policy before returning any product.
How long do refunds take?
Approved refunds are normally processed within 14 days of receiving the returned goods or satisfactory proof of return.
Your payment provider may take additional time to credit your account.
What if my order arrives damaged?
Please contact us as soon as possible, preferably within 48 hours of delivery.
Where possible, include:
- your order number;
- photographs of the parcel;
- photographs of the damaged product.
We'll investigate promptly and arrange an appropriate resolution.
Payments
Which payment methods do you accept?
Accepted payment methods are displayed securely during checkout.
These may include:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
Available payment methods may change from time to time.
Is payment secure?
Yes.
Payments are processed through secure payment providers using industry-standard encryption.
Derma Exchange Ltd does not store your full payment card details.
Privacy & Security
Is my personal information secure?
Yes.
We use appropriate technical and organisational security measures to protect your personal information in accordance with UK GDPR and the Data Protection Act 2018.
Will my medical information remain confidential?
Yes.
Health information is treated as confidential and is only shared where necessary with authorised clinicians and approved service providers involved in your care or the fulfilment of your order.
Do you sell my personal information?
No.
Derma Exchange Ltd does not sell customer personal information to advertisers, data brokers or unrelated third parties.
Artificial Intelligence (AI)
Do you use Artificial Intelligence?
Yes, in limited circumstances.
AI may assist with:
- customer service;
- website search;
- appointment administration;
- website performance;
- fraud detection.
Does AI make medical decisions?
No.
Artificial Intelligence is never used to diagnose medical conditions or prescribe treatment.
All clinical decisions are made independently by appropriately trained, verified and certified clinicians.
Google & Website Trust
Why are your policies so detailed?
We believe customers should understand exactly how we operate before making a purchase.
Our policies are designed to comply with UK consumer protection laws and provide the transparency expected for online retailers, including those participating in Google Merchant Center. Google requires merchants promoting healthcare-related products to comply with applicable laws and platform policies, and certain healthcare products may require additional authorisation depending on the product and market.
How can I make a complaint?
If you are unhappy with any aspect of our service, please contact us.
Customer Support
📞 0330 043 1833
We aim to acknowledge complaints within 2 working days and provide a substantive response within 10 working days, where reasonably practicable.
Still Need Help?
We're here to help.
Customer Support
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
📞 0330 043 1833
Customer Support Hours
- Monday to Friday: 9:00 am – 5:30 pm
- Saturday: 10:00 am – 2:00 pm
- Sunday & UK Public Holidays: Closed