Frequently Asked Questions

For orders with a payment amount below 500$ – 29$.
*Australia – 49$
For orders with a payment amount exceeding 500$ – 15$.
*Australia – 35$

For wholesale orders, shipping fee is calculated separately.
Shipping fee does not include any custom tax, import duties and other charges related to the purchased products.

We are not able to ship to the following countries: Cambodia, Central African Republic, Chile, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Johnston Island, Kiribati, Mexico, Myanmar (Burma), Morocco, Nauru, Niue, North Korea, Saint Helena, Saint Pierre and Miquelon, Sao Tome and Principe Democratic Republic, Sierra Leone, Solomon Islands, Somalia, Spain, Sudan, Syrian Arab Republic, Tajikistan, Thailand, Tokelau, Turkmenistan, Tuvalu, Union of the Comoros, Wake Island, Yemen

USA: approximately 2-5 business days
Canada: approximately 3-7 business days
Australia, Europe, UAE, New Zealand: approximately 4-7 business days
Japan, Hong Kong, Singapore: approximately 2-3 business days
Zambia, South Africa, Kenya: 7-10 business days
* For other countries delivery date varies.
* Delivery couriers: FedEx

In case of international orders customer is considered the importer of purchased products and therefore is responsible for any custom tax, import duties and other charges related to the purchased products. Our delivery fee does not include customs duties. Import policies vary across countries, so please contact your local customs office for more information.

Customers can request to change the shipping address only before the order is shipped. For such requests, please email us at sales@derma-solution.com or contact us through WhatsApp.

If it is anticipated that your package may be held in customs, we kindly request that you reach out to the logistics carrier for further assistance. Please note that it may take up to 10 business days from the date of claim for us to receive an update. During this time frame, we are unable to take any immediate action.

In the event that your package becomes stuck in local customs and is not released, there are two possibilities to consider. The first possibility is that the recipient may be required to pay a tax fee for the release of the package. If this is the case, we kindly ask the recipient to fulfill this requirement in order to facilitate the release.
Alternatively, if the package is refused by customs, we will take the necessary steps to ensure your satisfaction. In this case, our client has 2 choices:

• either get refund deducting only shipping fee,
• or ask for reshipping the order once again at our expense.

We will process a reshipment of the package at no additional cost, providing you with a new tracking number for your convenience if you choose so. If new shipping is stuck at customs again, it is a matter for negotiation. In that case, the situation will be resolved individually.

It is important to note that if the parcel is not released by the logistics carrier due to the receiver’s failure to pay the tax fee, it will not be subject to compensation in any way. We kindly ask for your understanding in this matter.

The best way to check is to make a small purchase and check the product for yourself. After you try and use it yourself, inspect it with your hands, you could figure out if it is original or fake. Then a decision can be made – do bigger purchase or not.

We highly recommend that the products provided are used exclusively by individuals with proper knowledge and expertise in skincare. It’s important to understand the correct application of these products to ensure safe and effective results.

As we do not have access to our customers’ personal skin conditions or health histories, we are unable to provide specific instructions regarding the use or management of our skincare products. For any uncertainties or concerns, we strongly advise consulting a skincare professional.

Please note that Derma Solution cannot be held responsible for any damages or adverse reactions resulting from improper use of our products.

If you made an order, and you realized that you would like to cancel it by any reason, please, follow these steps:

• go to “My account”
• click “Orders”
• in front of your order press “Cancellation & Refund” button
• in pop-up window click “Ok”

Your money will be returned to your account instantly or within several business days, depending on your bank.

BE AWARE, THIS FUNCTION WILL ONLY WORK BEFORE THE PACKAGE IS SHIPPED.

After your order has been processed and prepared for shipment, you will receive a confirmation email containing the tracking number. We kindly advise checking both your inbox and spam folders for this email containing tracking information.

Moreover, tracking number will appear in your account. Log in to your account, go to “My account”, then click “Orders”, in front of your order press button “View”. Scroll down, and you will see all the tracking information including: tracking number, logistics carrier, date of shipping and “Track” button.

Once the order has been shipped it is no longer possible to cancel it. However, customers can apply for return. Please note, however, that shipping costs and return fees are non-refundable. For requests, please email us at

Before shipping, we conduct a pre-shipping inspection of each product and take a photo of every order to ensure that both the quantity and the product itself match the purchase order. If your order is missing any items, please contact our customer service. We will verify your order against our records and, once confirmed, will either ship the missing item at our expense or proceed with a refund.