SHIPPING & REFUND POLICY

INTRODUCTION

welcome to dermalash esthetics. our commitment is to ensure that your products are delivered in a timely, safe, and efficient manner. this shipping and refund policy provides detailed information on our shipping and refund practices to help you understand how we manage and execute your orders. at dermalash esthetics, customer satisfaction is at the heart of our service philosophy. we are committed to ensuring that you are completely satisfied with every purchase. this policy outlines the procedures and conditions under which shipping, refunds or exchanges are handled to ensure transparency and customer satisfaction.

CARRIER SELECTION & SHIPPING METHODS

choice of carriers: we use several reputable carriers but not limited to, including usps, fedex, and ups, to ensure your products are delivered securely and on time. the choice of carrier depends on your specific shipping address and the size and type of products ordered.

available shipping options:

  • standard ground shipping: delivery within 4-8 business days
  • expedited shipping: delivery within 3-5 business days
  • next day shipping: delivery within 1-2 days
  • free standard ground shipping: applies to orders over $250 and follows the standard shipping timeline

ORDER PROCESSING & HANDLING 

speed of processing: orders placed and confirmed before 12 p.m. eastern on business days are dispatched on the same day. orders placed after this time are processed the next business day. during peak periods such as sales or holiday seasons, processing times may extend due to high volume.

handling sensitive items: we take extra care with fragile beauty products, employing specialized packaging designed to protect these items during transit and ensure they arrive in perfect condition.

INTERNATIONAL SHIPPING DUTIES & TAXES

responsibility of the recipient: please note that all international orders are subject to local duties, taxes, and other import charges specific to the destination country. these charges are completely out of our control and must be paid by you, the recipient. dermalash esthetics does not cover any additional charges imposed during or after shipping.

advice to customers: we strongly advise checking with your local customs office for detailed information about potential costs before placing your order to avoid unexpected charges. being aware of the likely duties and taxes can help you budget accordingly and prevent surprises.

documentation provided: dermalash esthetics ensures that all necessary paperwork is provided to facilitate the customs clearing process. this includes detailed invoices, proof of value, and descriptions of the contents. our aim is to ensure a smooth transit of your items through customs.

potential for delays: despite our efforts to expedite customs clearance, the process is regulated by each country's specific customs authority and can be unpredictable. customs procedures can significantly delay the delivery of your order. we recommend tracking your shipment using the tracking number provided at the time of dispatch to monitor its progress.

customer’s role in customs process: in some cases, customs authorities may require additional documentation or clarification directly from the recipient to process the import. it is important for you to be responsive and provide any necessary information to facilitate the clearance process.

no liability for dermalash esthetics: it is important to understand that once your order reaches your country, dermalash esthetics is not liable for any customs clearance issues or decisions that result in delays or additional costs. all responsibilities related to the import of products purchased from our site, including the payment of all associated fees, rest with you as the importer.

RECOMMENDATION FOR SMOOTHER CUSTOMS EXPERIENCE 

stay informed: being well-informed about your country's import regulations and typical charges can greatly enhance your experience by minimizing delays and unexpected costs.

keep contact information updated: ensure that all your contact information is accurate and up to date when you place your order. customs officials may need to contact you directly if there are any issues or additional requirements to clear your package.

DETAILED SHIPPING INSURANCE INFORMATION

insurance options: shipping insurance is strongly recommended for high-value items over $75. this insurance covers potential loss or damage during transit.

opting for insurance: you can opt for shipping insurance during checkout by selecting the appropriate option. an additional fee, based on the value of your order, will be added to your total cost.

claims process: if you need to make a claim due to a lost or damaged package, please contact our customer service within 48 hours of the delivery or expected delivery date. you will need to provide proof of damage or an explanation of the loss. we will facilitate the claims process with the carrier on your behalf and work towards a resolution, such as replacing the item or offering a refund.

HANDLING DELAYS AND SHIPPING ISSUES

proactive communication: we aim to proactively inform you of any significant delays in shipping. if external factors such as weather or operational delays occur, we will update you via email and provide new estimated delivery times if your tracking number does not provide the information. 

resolution of shipping issues: in case of any shipping issues, including lost parcels or delays beyond the expected delivery date, please contact our customer support. we are committed to resolving such issues promptly by offering alternative solutions or compensations such as rescheduling the delivery, providing a store credit, or issuing a refund as deemed appropriate.

ORDER MODIFICATION

policy for changes: if you need to change or cancel your order, please contact us as soon as possible. if the order has not yet been shipped, we can process changes without any additional cost. if the order has shipped, the order is out of our hands and on its way to your delivery location via mail carrier. 

LEGAL FRAMEWORK AND COMPLIANCE

governing laws: this policy is designed in accordance with the laws and regulations of the shipping and commerce authorities. it is subject to the jurisdiction of the state of california, where dermalash esthetics is headquartered.

policy amendments: we reserve the right to update or modify this shipping policy at any time. such changes will be effective immediately upon posting on our website. customers are encouraged to review the policy periodically for any updates.

REFUND POLICY

ELIGIBILITY CRITERIA FOR RETURNS 

return window: items must be returned within 30 days from the date of receipt to qualify for a refund or exchange.

condition of returned items: products must be returned in their original, unopened packaging. only items that are in their original state and resalable condition will be accepted for returns. this ensures that they are fit for restocking and resale.

proof of purchase: a valid receipt, order confirmation, or any other proof of purchase is required to facilitate your return or exchange. this is essential for verifying the items purchased directly from our store.

RESTOCKING FEE

application of fees: a restocking fee of 10% applies to all items valued over $200 that are returned. this fee covers the administrative costs associated with the return process and the restocking of items.

fee waivers: restocking fees will be waived for items that are returned due to defects or errors on our part, including shipping the wrong item or items that arrive damaged.

PROCESS FOR INITIATING A RETURN

damaged items

notify us within 48 hours of delivery if items are damaged during shipping or defective upon arrival. email contactus@dermalashesthetics.com with your order number, specifics of the damaged items, and clear photographs of the damage to facilitate a swift resolution.

 

other returns

for returns of items in their original packaging, contact us within 30 days of receipt. email the details including your order number, items you wish to return, and the reason for the return to better assist you with the process.

RESPONSE AND RETURN AUTHORIZATION 

upon receiving your return request, our customer support team will review the details and respond within 2 business days. if your return meets our policy criteria, we will issue a return merchandise authorization (r.m.a) number and provide you with instructions on how to send back the items.

SHIPPING YOUR RETURN

r.m.a visibility: include the r.m.a number on the outside of your return package. if the package does not allow for this, attach a note securely with the r.m.a number visible.

shipping costs: customers are responsible for the cost of shipping returns unless the item is returned due to a defect or error on our part, such as incorrect items shipped or items damaged upon arrival.

tracking: we recommend using a traceable shipping method to ensure the safe return of items.

PROCESSING YOUR RETURN

upon receipt of your return, items will be inspected, and we will notify you of the approval or rejection of your refund. if approved, the refund will be processed to your original method of payment within 7-10 business days.

ADDITIONAL GUIDELINES

unauthorized returns: returns without an r.m.a will not be accepted. this ensures efficient processing and verifies eligibility under our return guidelines.

non-returnable items: please note that products such as adhesives, liquids, and creams are non-returnable for health and safety reasons. custom-made or personalized items are also non-returnable unless defective.

final sale items: products marked as final sale are not eligible for returns, unless they are defective.

POLICY AMENDMENTS

updates to the policy: this refund policy may be updated periodically to reflect changes in our operational practices or regulatory requirements. any amendments will be posted on our website and communicated to our customers as appropriate.

CONTACT INFORMATION FOR SHIPPING INQUIRIES 

connect with us: for any questions related to our shipping policy or if you encounter issues with your order, please visit our contact us page. this page provides all necessary details for reaching our support team, ensuring that you receive timely assistance with your concerns.