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faqs - frequently asked questions

our products and online orders


Q: How soon will I start seeing results from using Dermalogica products?

A: Some people see results the first time they use the products, and everyone tells us that their skin feels different straight away. The skin feels, clean, smooth, hydrated, and reflects a new level of health that"s visibly noticeable.

If the skin has more advanced long-term needs, such as treatment of skin ageing, acne or hyperpigmentation caused by hormonal fluctuations or sun damage, results may not be immediately visible; however, skin health will continue to improve as you follow the advice of your professional skin therapist, based on your Face Mapping® zone-by-zone prescription and your home care regimen.

Q: What are the long-term benefits of using Dermalogica products?

A: Plain and simple – healthy skin. Dermalogica uses ingredients designed to help keep skin at an optimal level of health – not just cover up with cosmetic results. But don't get us wrong: a benefit of healthy skin is skin that looks its best! In addition, when the skin is at an optimal level of health, your professional skin therapist can more effectively address issues that may arise from time to time, as your skin's needs are constantly changing.

Q: Why should I consult a professional skin care therapist?

A: For the same reason doctor and dentist check-ups are necessary: for better skin health!

Skin is a living part of your body (your largest organ, in fact), that defends against environmental assaults and extreme temperatures. It helps eliminate toxins from the body. It heals from cuts, abrasions and scratches like a champ. It's continually renewing and protecting. Simply put, skin keeps the bad stuff out and the good stuff in.

So why do you dote more on your hair and nails – two items on your body that aren't actually living? Your skin needs personal attention from a professional – and that professional is a Dermalogica professional skin therapist.

At Dermalogica, we train more than 100,000 professional skin care therapists a year. Dermalogica professional skin care therapists are licensed, intensely educated skin health experts trained to prescribe Dermalogica products and deliver Dermalogica professional skin care treatments. They have the answers to your most pressing skin care concerns. They know how to deliver real, visible results. They're the best in the business and have a real passion for taking care of your skin.

Your best-looking skin starts with healthy skin, and healthy skin starts with a Dermalogica professional skin care therapist. Start living your healthiest skin!

Q: I have just heard of Dermalogica — how long have you been around?

A: Dermalogica's story starts in 1983, when skin therapist Jane Wurwand founded The International Dermal Institute, a postgraduate training and research facility designed to bring a new era of professionalism and results to an industry that had become obsessed with pampering, shallow beauty and miracle claims.

The International Dermal Institute now has 90 training centres in the United States, United Kingdom, Ireland, Canada, Germany, Australia and New Zealand and trains over 100,000 skin therapists every year. IDI also continues to serve as the research arm of Dermalogica, and is a critical component of our product development, product testing and education curriculum. Jane then founded Dermalogica in 1986 to bring a new generation of skin therapists the type of results-oriented, no-nonsense products that their clients demanded.

From day one, our formulas raised eyebrows in the industry – not only for the cutting-edge ingredients we used but also for common ones we omitted. To this day, Dermalogica products shun the industry norm of using cheap chemicals like Mineral Oil, Lanolin, S.D. Alcohol, artificial fragrances and colours – and our packaging has remained simple and sustainable.

Q: Your cleansers are "soap-free." Why, and how can a cleanser be "soap-free?"

A: Soaps are made from fats and oils that react with lye (sodium hydroxide) to create an alkaline stripping action on the skin, resulting in an upset of the skin's pH balance. Solid fats such as coconut oil, palm oil, tallow (rendered beef fat), or lard (rendered pork fat), are used to form bars of soap that stay hard.

All of our Cleansers are soap-free and acid-balanced to protect the skin's natural moisture barrier. Dermalogica Cleansers are free of the types of fats and oils listed above and contain no animal products. Our cleansers are also free of artificial colours and fragrances. Any scent that comes from our cleansers comes from natural essential oils and extracts that benefit skin health.

Q: Where are Dermalogica products made?

A: We are proud to make all our products in Southern California. Dermalogica is sold in over 80 + countries around the world.

Q: Does Dermalogica test on animals?

A: No, we do not engage in animal testing, nor do our formulas contain animal-derived ingredients. We are recognized as cruelty-free by Leaping Bunny and PETA (People for the Ethical Treatment of Animals). Further, we have been recognized by the RSPO (Roundtable of Sustainable Palm Oil) for sourcing palm oil in a manner that does not negatively impact local wildlife.

Q: Are Dermalogica products vegan?

A: Our products are vegan-friendly. Products that do contain animal derivatives are our Soothing Eye Make-Up Remover (silk amino acids), Active Moist (silk amino acids), Sheer Tint (hydrolysed pearl) and Skin Perfect Primer (hydrolysed pearl). Other than those, the rest of our products are 100% vegan and all of our products are cruelty-free.

Q: What are Dermalogica's philanthropic efforts?

A: Just as Dermalogica works every day to help skin care professionals reach their highest level of success, the tribe also plays an active role in giving back to the community.

In January 2011, Dermalogica launched FITE – Financial Independence for Women through Entrepreneurship – which aims to help a minimum of 25,000 women around the world to start or grow a business. In partnership with Kiva.org, FITE is the first micro-lending website that solely focuses on women entrepreneurs in the United States and 56 countries worldwide, including South Africa. This is the first time that microfinance is being extended to consumers and meeting them where they are – online and in-stores.

Q: Why should I only buy Dermalogica products from an authorised skin treatment centre, salon or spa?

A: Dermalogica products are designed to be most efficacious when prescribed by a Dermalogica professional skin therapist extensively trained in Face Mapping® skin analysis. Face Mapping® analysis is the process of analysing your skin, zone-by-zone, to diagnose your skin condition and prescribe subsequent products for results. Without the assistance of a Dermalogica professional skin care therapist, you may select the wrong products for your skin, and fail to reach your desired skin health results.

Dermalogica stands behind the efficacy of every product we sell if you have purchased it from an authorised location. Unauthorised locations, including many internet selling sites, may sell counterfeit and outdated products and should be avoided as we do not guarantee their authenticity.

Q: What can I do if I suspect an unauthorised account is selling Dermalogica products?

A: Dermalogica takes an active stand against product diversion. If you suspect an unauthorised skin treatment centre, salon or spa is retailing Dermalogica products, do not confront anyone within the business. Do your part by letting us know on our contact us page. We greatly appreciate your help in taking a proactive stand against those not authorised to retail Dermalogica products.

Q: How can I become an authorised Dermalogica account?

A: Certified professionals interested in more information about carrying the Dermalogica skin care system should contact our head office on 011 268 0018

Q: I have forgotten my password. What should I do?

A: Go to Sign In and click on 'forgot password'. You will receive an email containing a link to reset your password.

Can I be sent samples before I purchase?

A: Dermalogica is a prescriptive, results orientated skin care line and as a brand that believes in the power of a skin care professional, the range is best used under the guidance of a professional skin therapist. We know that great results can be achieved by using the appropriately prescribed products for your individual skin concerns and for this reason we do not send Dermalogica samples out to our online customers, as we cannot physically see the skin and determine the correct product recommendation. We will always direct you to your nearest Dermalogica skin centre where a professional skin therapist will be able to assist you in your journey towards optimum skin health and provide you with a Face Mapping® skin analysis, product samples and a personalised skin care prescription for you to try at home.

What forms of payment can I use?

A: We currently only accept Credit and Debit card payments with active 3D secure credentials. If you are unsure whether your card is 3D secured, contact your bank for more information.

Where can I find product ingredient listings?

A: Ingredient listings can be found on each of our product detail pages.

My payment has been refused. What can I do?

Online payments are authorised by VCS PayGate. We are unable to process an order without a successful payment. Please contact your card issuer if you have any queries regarding a rejected payment.

Will I receive confirmation of my orders?

Yes, you will receive an e-mail confirmation generated immediately upon successful order submission. If you suspect that there has been an error, or if you have not received electronic confirmation, please email online@dermalogica.co.za

Can I place an order for delivery outside of South Africa?

Unfortunately, we do not ship goods outside the borders of South Africa.

Can I claim VAT back on my purchase made online?

Unfortunately, we do not supply tax-free forms, we recommend looking at the SARS website for further advice, or visit customs airside to reclaim the tax there.

Can I change my shipping address on my order once I have placed it?

Yes, please email online@dermalogica.co.za so we may update this for you.

Can I cancel my order before it is despatched?

You can cancel your order at any time before it is despatched. Please email online@dermalogica.co.za and we will organise this for you. Should your order already be in the hands of our courier partner, we will recall the order and issue a refund once our Distribution Centre receives it.

What if I need help or have a technical issue?

If you have a question not addressed by this FAQ, please send us an email to online@dermalogica.co.za