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    DERMA-Rx HELP CENTER

    FAQ

    My Account

    You will need to register an account before you can place an order with derma-Rx. As long as you have a valid email address, you can head over to our register page to keep up to date with the latest promotions, benefits and product launches.

    It’s easy and convenient to make changes to your details, whether it’s your payment information, password or address book. Log-in to your account and you will see a range of categories under ‘My Account’.

    You can be rest assured that shopping on derma-Rx website is safe. We’re fully compliant with the data protection act and we care about keeping your details secure. For further information, please visit our Privacy Policy page.

    Don’t worry, you may visit the log-in page and select Forgot password?’, enter the registered email and we will email you the instructions on how to get your account password reset.

    Payments

    We offer a variety of online payment methods to ensure you can place orders with ease.

    • VISA
    • MasterCard
    • ATOME

    You may select your preferred payment method at checkout.

    If you are seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

    Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

    If you have done all that and still the problem is not fixed, please contact our Customer Service team directly.

    If you want to add new payment details then you will need to do this at the checkout stage. Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite derma-Rx products with ease. 

    Ordering

    It’s easy to place an order with us. Login to your account to begin browsing our range.

    Once you’ve found the product you want, you’ll need to click ‘Add to Cart’. You can either carry on shopping or click ‘View Bag’ if you’ve got everything you need; this will give you the option to checkout.

    If you have any address or payment option saved to your account, then these information will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

    Check everything is correct and you’re good to go. We’ll send you an order confirmation email as soon as you have placed the order.

    Yes, click on the ‘Cart’ icon at the top right of the page and you’ll be able to see the item(s) you have in there so far.

    Use the + button to stock-up on your favorite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

    An email will be sent you to you as soon as your order is out for delivery. You can also check the progress of an order from ‘My Account’ page. We may ship items separately in the event of one or more of the items being delayed.

    ’My Account’ page makes it easy to keep track of all your orders. Once you’ve logged in, you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order. We’ll also send you an email once your order has shipped and is on the way. Once your order is shipped, an email with the tracking ID will be sent to you by Ninja Van/ FedEx.

    Your account will show any previous orders you’ve placed. Click on the order you want to view to find out more. An email is sent when your order has shipped and is on its way with a tracking ID and estimated date of delivery from our delivery partners. If you are unable to find the information that you need, please contact our Customer Service team. 

    No refund or cancellation is allowed once order has been placed.

    Please visit our Return Policy for more information on returning the order back to us instead.

    Don’t worry we understand that this can happen; you can email (ecom@derma-rx.com) or call us at (65) 6223 9555 for assistance. 

    We’re really sorry that happened as we aim to provide high quality items to all of our customers. To speed the process up, it’d really help if you could email or call us at (65) 6223 9555 with the following information:

    1. Order Number
    2. Product Name
    3. Details of the fault
    4. Images that support the fault, if applicable
    5. Incorrect item received
    6. Missing item

    As soon as we’ve looked into your order, we’ll let you know what we plan to do next by sending you an email.

    Delivery

    You will receive your order within 5 working days.

    Within Singapore, SGD10 shipping fee applies for order less than SGD100; Free delivery for orders above SGD100 excluding gst.

    As soon as your order has placed, you will receive your parcel within 5 working days.

    You may also track your order through your account.

    Don’t worry, you should receive a delivery note directly from our partnered carrier and request to send on the next day.

    For international orders, delivery fees are calculated based on Qexpress shipping rates and will depend on the size and weight of the parcel. This will be calculated upon checkout, please choose between economy or priority. Please note all charges are in SGD.

    International shoppers are responsible for any and all customs fees, goods and services taxes, value added tax (VAT), tariffs or duties levied by their respective government.

    Estimated delivery time: 7-10 working days

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