SHIPPING & DELIVERY POLICY

Last updated: August 2026

This Shipping & Delivery Policy applies to orders placed through dermadirect.com and supplied by DERMA DIRECT EUROPE B.V.

Please read this policy carefully before placing an order.

1. SHIPPING FROM THE NETHERLANDS

All orders are fulfilled and dispatched from the Netherlands unless otherwise stated.

DERMA DIRECT EUROPE B.V. supplies professional customers throughout eligible European Union countries and may also offer delivery to selected destinations outside the European Union.

Available delivery destinations will be shown at checkout.

2. DELIVERY CHARGES

Shipping charges are calculated at checkout.

The amount payable may depend on:

delivery country;
weight and size of the order;
order value;
courier service selected; and
any additional delivery services requested.

All applicable shipping charges will be displayed before payment is completed.

3. DELIVERY TIMES

Estimated delivery times will be displayed at checkout where available.

Delivery times are estimates only and are not guaranteed unless we expressly state otherwise.

Orders may be delayed due to circumstances outside our reasonable control, including:

courier delays;
severe weather;
public holidays;
customs procedures;
transport disruption;
industrial action;
unusually high courier volumes; or
other circumstances affecting the delivery network.

We recommend that customers do not schedule appointments or treatments based solely on an estimated delivery time.

DERMA DIRECT EUROPE B.V. is not responsible for loss of income, lost appointments, lost profits or other indirect business losses resulting from courier delays, subject to applicable law.

4. ORDER PROCESSING

Orders are processed during our normal business operating periods.

Orders placed after the applicable daily cut-off time may be processed on the following working day.

Orders placed on weekends or public holidays may not be processed until the next working day.

Any delivery cut-off time advertised on dermadirect.com applies only where:

payment has been successfully completed;
any required account or qualification verification has been completed;
the products are in stock; and
no additional verification is required.

5. PRE-ORDER PRODUCTS

Products clearly identified as pre-order items may require approximately 7–14 working days for processing before dispatch unless a different timeframe is displayed on the product page.

Estimated pre-order dates are not guaranteed and may be affected by manufacturer or supplier delays.

6. DELIVERY INFORMATION

Customers are responsible for providing complete and accurate delivery information.

This includes:

recipient name;
company name where applicable;
delivery address;
postcode;
country;
telephone number; and
email address.

Customers should check all delivery information carefully before completing an order.

DERMA DIRECT EUROPE B.V. is not responsible for delays, additional charges or failed delivery resulting from incorrect or incomplete information supplied by the customer.

7. ADDRESS CHANGES

If you need to change a delivery address after placing an order, contact us immediately.

We cannot guarantee that an address can be changed once an order has entered fulfilment or has been handed to the courier.

Where a courier charges a fee for an address correction, redirection or re-delivery caused by customer-provided information, that charge may be passed on to the customer.

8. TRACKING

Where tracking is available, customers will normally receive tracking information after the order has been dispatched.

Courier tracking information is provided for convenience and may occasionally be delayed or inaccurate.

A tracking estimate does not constitute a guaranteed delivery time.

9. DELIVERY ATTEMPTS

Customers are responsible for ensuring that somebody is available to receive the shipment where required.

Where an initial delivery attempt fails, the courier may:

attempt delivery again;
deliver to an authorised collection point;
hold the parcel at a depot;
return the parcel to us; or
follow another procedure permitted by the courier’s terms.

Where a further delivery attempt or redirection results in an additional courier charge, we reserve the right to charge that cost to the customer where the failed delivery was attributable to the customer.

10. SAFE PLACE AND NEIGHBOUR DELIVERIES

Where a customer directly instructs a courier to:

leave a parcel in a safe place;
leave the parcel unattended;
deliver to a neighbour;
redirect the parcel; or
deliver to an alternative address,

the customer accepts the additional risk associated with that instruction.

Claims relating to loss or theft after delivery in accordance with the customer’s own delivery instruction may be restricted, subject to applicable law and any delivery protection purchased.

11. LOST OR MISSING PARCELS

If your order has not arrived within the expected delivery period, please contact us as soon as possible.

We may need to open an investigation with the courier.

Courier investigations can take several working days and, in some cases, longer.

We may need to wait for the courier investigation to be completed before issuing a replacement, credit or refund.

12. DAMAGED DELIVERIES

Customers should inspect their shipment as soon as possible after delivery.

If a parcel arrives damaged, please notify us within 24 hours of delivery where reasonably possible.

Please retain:

the outer shipping box;
shipping labels;
internal packaging;
damaged product packaging; and
the affected products.

We may ask you to provide photographs or video showing:

the outer parcel;
shipping label;
internal packaging;
damaged products;
batch or lot information; and
any visible damage.

Please do not dispose of damaged goods or packaging until we confirm that they are no longer required for investigation.

13. MISSING OR INCORRECT ITEMS

Customers should check the contents of their order promptly after delivery.

Missing, incorrect or visibly damaged items should be reported to us within 24 hours of delivery where reasonably possible.

Please provide your order number together with details and photographs where requested.

We will investigate the discrepancy and determine the appropriate remedy in accordance with our Terms & Conditions and Returns & Refunds Policy.

14. DELIVERY CONFIRMATION

Where courier records show that an order has been delivered to the delivery address provided by the customer, this may be treated as evidence of delivery.

If you believe the parcel was not received despite a delivery confirmation, please contact us promptly.

We may request additional information and open an investigation with the courier before determining the appropriate resolution.

15. EU DELIVERY

We ship to eligible destinations throughout the European Union.

Delivery times and charges vary by destination and will be displayed at checkout where available.

Orders sent from the Netherlands to other EU Member States normally move within the EU customs territory and therefore do not ordinarily require the same import customs process as shipments entering the EU from a third country.

VAT treatment is determined separately in accordance with our Terms & Conditions and applicable tax legislation.

For qualifying B2B transactions where goods move from the Netherlands to a VAT-registered customer in another EU Member State, the supply may qualify for the 0% intra-Community VAT treatment when the applicable conditions are met.

16. DELIVERY OUTSIDE THE EUROPEAN UNION

Where we offer delivery to destinations outside the European Union, the shipment may be subject to:

customs clearance;
import VAT;
import duties;
brokerage fees;
administration charges; and
other charges imposed in the destination country.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the recipient.

Exports from the Netherlands to destinations outside the EU are subject to customs export formalities.

Customers are responsible for ensuring that products ordered may lawfully be imported into their destination country.

17. CUSTOMS DELAYS

DERMA DIRECT EUROPE B.V. cannot guarantee customs-clearance times.

Where customs or another authority requests information from the recipient, the customer is responsible for responding promptly.

We are not responsible for delays caused by:

customs inspections;
import clearance procedures;
missing information supplied by the recipient;
local import restrictions; or
actions taken by governmental or regulatory authorities outside our reasonable control.

18. REJECTED OR REFUSED SHIPMENTS

Customers should not reject or refuse a shipment without first contacting us.

Where a shipment is refused, rejected or returned because the customer:

refuses to pay legitimate import charges;
provides an incorrect address;
fails to collect the parcel;
refuses delivery; or
otherwise prevents successful delivery,

reasonable costs incurred as a result may be deducted from any refund where permitted by law.

Such costs may include:

return shipping;
courier administration fees;
customs charges;
storage fees; and
other direct costs associated with returning the goods.

Any refund due will normally be considered only after the goods have been returned to us and inspected.

19. DELIVERY PROTECTION

Where offered, customers may purchase Delivery Protection during checkout.

The price and scope of the protection will be displayed before the order is completed.

Delivery Protection may provide additional cover for circumstances such as:

parcel loss;
courier damage; or
misdelivery,

subject to the applicable terms of the protection.

Choosing not to purchase optional Delivery Protection does not remove any rights that cannot legally be excluded.

A customer-directed safe-place, neighbour or redirection instruction may affect eligibility for a claim under Delivery Protection.

20. PUBLIC HOLIDAYS

Delivery and processing times may be extended around:

Dutch public holidays;
public holidays in the destination country;
Christmas and New Year periods; and
other periods of unusually high courier demand.

Customers should allow additional time when placing orders around these periods.

21. TEMPERATURE-SENSITIVE AND PROFESSIONAL PRODUCTS

Customers are responsible for ensuring that delivered products are received promptly and subsequently stored according to the manufacturer’s stated storage conditions.

Where specific temperature or storage requirements apply, these will be governed by the product labelling, Instructions for Use or other manufacturer information supplied with the product.

Customers should not use a product where they reasonably believe its integrity has been compromised during transport and should contact us promptly for investigation.

22. COURIER DELAYS

Once a shipment has been handed to the courier, circumstances outside our reasonable control may affect delivery.

We will reasonably assist customers in investigating delayed shipments but cannot guarantee courier delivery times.

Our liability remains subject to the limitations contained in our Terms & Conditions and applicable mandatory law.

23. CHANGES TO THIS POLICY

We may update this Shipping & Delivery Policy from time to time.

The policy applicable to an order will generally be the version published on dermadirect.com at the time the order was placed.

24. CONTACT US

For questions regarding shipping or delivery, please contact:

DERMA DIRECT EUROPE B.V.
Walborg 2 A
1082 AM Amsterdam
The Netherlands

KVK: 42139264
Website: dermadirect.com
Email: info@dermadirect.com

0207220854

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