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Deliveries & Returns

Delivery basics

Dermactiva provides a fast and efficient delivery service for UK Mainland orders. Orders placed before 12pm are dispatched via DPD on a Next Working Day service. For your convenience with delivery, you can provide us with your mobile contact number or email address through our checkout, so that when your order is ready to be delivered you will receive a free SMS text or email update, advising you of a time for your delivery within a 1 hour window slot, making our deliveries easier and more convenient for our customers.

Delivery service cut off times 

We process orders  as quickly as possible therefore there is very limited amount of time after an order has been placed when we may be able to cancel or amend an order. 

Please email us at orders@dermactiva.co.uk as soon as possible. Please provide the date of order, the Order Number, the email address provided when you ordered and details of the product ordered to allow us to help you as quickly as possible.

Whilst our team will do their best to action your request, please be advised that even if you contact us immediately It is not guaranteed that we will be able to cancel or amend your order after it has been placed.

We are unable to cancel or amend orders that have already been processed, in which case please follow the return instructions.

What if I'm out when the courier makes an attempted delivery? 

If there is no one present to take delivery of the goods the courier will leave an attempted delivery card. This card will contain the contactable number for the courier in which you can call to re-arrange delivery or collect the parcel from the relevant depot/post office. 

Upon receipt of your delivery before you sign for the parcel, if the package is damaged or if you think that your parcel has been tampered with, please ensure that you bring this to the driver's attention and sign for the parcel as damaged.

Any shortages, damages or incorrect items delivered must be reported within 48 hours of the parcel being signed for. All claims must be made on email to orders@dermactiva.co.uk

If you have any problems with delivery please email our customer service team on orders@dermactiva.co.uk

Returns

We have a 14-day return policy, which means you have 14 days after receiving your product to request a return.

If your return is accepted we will send you instructions of how and when to return your package. You will need to post it at your cost but we will reimburse you once we have authorised the refund.

To start a return, please e mail us at orders@dermactiva.co.uk stating the date of order, the order number, the e mail address used for the order and the item ordered. If your return is accepted, we will send you a return code, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will need to pay for the postage but will be reimbursed when we receive the product.

Please ensure the product is returned unopened. Opened items will only be refunded if they are faulty.

We will notify you when we have received and inspected your return, and let you know that the refund was approved. When approved you will be refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process via world pay.

Damaged/ Incorrect items

Please inspect your order upon reception and contact us via orders@dermactiva.co.uk immediately if an item is defective, damaged or if you receive the wrong item, so that we can resolve the issue as a matter of priority.‍

25 years of wisdom and heritage

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Wellness is in your hands

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Dermactiva was created using over 25 years of wisdom and heritage from Herman Patiño’s proven base product, using certified Organic Cannabis Sativa Oil.

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