Shipping policy
DERMA EXCHANGE LTD
SHIPPING & DELIVERY POLICY
Effective Date: 9/7/2026
Last Updated: 9/7/2026
1. Introduction
At Derma Exchange Ltd, we are committed to delivering your skincare products safely, securely and as quickly as possible.
This Shipping & Delivery Policy explains how we process, dispatch and deliver orders placed through www.dermaexchange.com.
It forms part of our Website Terms & Conditions.
2. Company Information
Derma Exchange Ltd
Company Number: 17331624
Trading Address:
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone:
0330 043 1833
Email:
Website:
3. Order Processing
We aim to process all orders promptly.
Orders are normally:
- reviewed and verified within 24 hours of receipt;
- prepared for dispatch within one working day, subject to stock availability and payment authorisation.
Orders placed on weekends or UK public holidays will usually be processed on the next working day.
Where additional verification is required (for example, payment security checks or prescription approval), processing may take slightly longer. If there is a significant delay, we will contact you using the details provided with your order.
4. Order Confirmation
After placing an order, you will receive:
- Order Confirmation – confirming that your order has been received.
- Dispatch Confirmation – confirming that your order has been packed and dispatched, together with tracking information where available.
If you do not receive your Order Confirmation within a reasonable time, please check your spam or junk email folder before contacting our Customer Support team.
5. Delivery Times
Once dispatched, most orders are delivered within:
2–5 working days
Delivery times are estimates and may vary depending on:
- your geographical location;
- courier service;
- weather conditions;
- seasonal demand;
- public holidays;
- circumstances outside our reasonable control.
Deliveries to remote areas of the United Kingdom, Northern Ireland, the Scottish Highlands and Islands, the Channel Islands or other offshore locations may take longer.
Delivery estimates are provided in good faith but are not guaranteed.
6. Delivery Areas
We currently deliver throughout the United Kingdom.
International delivery may be introduced in the future. Where international shipping becomes available, separate delivery charges, customs requirements and estimated delivery times will apply.
Certain products, including prescription-only skincare products, may only be delivered to locations where supply is legally permitted.
7. Delivery Charges
Delivery charges are calculated during checkout and clearly displayed before payment is completed.
From time to time, Derma Exchange Ltd may offer:
- free standard delivery;
- promotional shipping offers;
- discounted delivery;
- express delivery options.
Any applicable conditions or minimum spend requirements will be clearly stated on the Website.
There are no hidden delivery charges after checkout.
8. Courier Partners
Orders are delivered using carefully selected courier and postal service providers.
Depending on the size, value and destination of your order, delivery may be made by:
- Royal Mail;
- DPD;
- DHL;
- Evri;
- UPS;
- another reputable courier selected by Derma Exchange Ltd.
Courier providers may change without prior notice.
9. Tracking Your Order
Where tracking is available, you will receive tracking details once your order has been dispatched.
Tracking information may be provided by email or through your customer account.
Customers are responsible for monitoring tracking updates where available.
10. Delivery Address
Customers are responsible for ensuring that the delivery address provided is:
- complete;
- accurate;
- accessible;
- capable of accepting deliveries.
Derma Exchange Ltd cannot accept responsibility for delays or additional costs arising from incorrect or incomplete delivery information supplied by the customer.
If an order has not yet been dispatched, we will make reasonable efforts to amend delivery details upon request.
11. Failed Deliveries
If delivery cannot be completed because:
- no one is available to receive the parcel;
- an incorrect address has been provided;
- delivery is refused without valid reason;
- the parcel is not collected from a designated collection point within the courier's timescale,
the parcel may be returned to Derma Exchange Ltd.
Where redelivery is requested, additional delivery charges may apply.
12. Delivery Delays
Although we endeavour to deliver within the stated timeframe, delays may occasionally occur due to circumstances beyond our reasonable control, including:
- severe weather;
- transport disruption;
- industrial action;
- customs delays;
- courier operational issues;
- high seasonal demand;
- cyber incidents;
- public holidays.
Where delays occur, we will make reasonable efforts to keep customers informed.
13. Prescription-Only Products
Prescription-only skincare products are dispatched only after:
- an authorised independent prescriber has approved treatment;
- all necessary clinical requirements have been satisfied;
- payment has been authorised.
Additional processing time may occasionally be required for prescription verification.
14. Risk and Ownership
Ownership of products passes to the customer once:
- full payment has been received; and
- the goods have been delivered.
Risk in the goods transfers to the customer upon successful delivery.
Customers should inspect their order promptly upon receipt.
15. Damaged, Missing or Incorrect Deliveries
If your order arrives:
- damaged;
- incomplete;
- incorrect;
- or appears to have been tampered with,
please notify us as soon as reasonably practicable, and preferably within 48 hours of delivery.
Please provide:
- your order number;
- photographs of the parcel;
- photographs of the product(s);
- a brief description of the issue.
Where appropriate, we will arrange:
- a replacement;
- a refund;
- collection of the affected item(s).
Nothing in this Policy affects your statutory consumer rights.
16. Lost Parcels
If your parcel has not arrived within the expected delivery timeframe, please contact our Customer Support team.
We will:
- investigate with the courier;
- provide updates;
- arrange a replacement or refund where appropriate, following completion of the courier's investigation.
17. Delivery Restrictions
Certain products may be subject to delivery restrictions due to:
- legal requirements;
- prescription status;
- product safety considerations;
- courier restrictions.
Where restrictions apply, they will be communicated during the ordering process wherever reasonably practicable.
18. Sustainability
Where possible, Derma Exchange Ltd aims to use packaging that is:
- secure;
- recyclable;
- responsibly sourced.
We continually review our packaging materials and logistics partners to reduce our environmental impact while ensuring products arrive in excellent condition.
19. Customer Support
If you have any questions regarding your order or delivery, please contact us:
Customer Support
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone:
0330 043 1833
Email:
Website:
We aim to respond to delivery enquiries within one working day.
20. Changes to This Policy
Derma Exchange Ltd reserves the right to amend this Shipping & Delivery Policy from time to time to reflect changes in:
- legislation;
- courier services;
- operational requirements;
- delivery options;
- business practices.
The latest version will always be available on www.dermaexchange.com.
Version Control
Document Title: Shipping & Delivery Policy
Document Owner: Director – Derma Exchange Ltd
Version: 1.0
Effective Date: [Insert Date]
Review Date: 12 months from the Effective Date, or sooner if required by changes in legislation or business operations.