Orders fulfilled by OKDERMO.com always shipped only to the Shipping Address of the customer, provided by the customer during the order process in the OKDERMO.com site. It’s only the customer’s responsibility to provide us with the true, verified, and right shipping address and parcel receiver information. The customer controls the delivery to verify it is accurate and error-free.
At the complaint, the customer contacts OKDERMO.com via Email and gives relevant information, the order number, and the reason for the complaint. We are solving any issues from our side and trying to help you as much as we can. Contact OKDERMO.com via Email if you haven’t got your parcel yet or facing issues with it. We are using 3rd party couriers and shipping companies to fulfill the orders (EMS Express, Global Express, etc).
Transport damage: If the product is lost or you, upon receiving it, notice that the item has been damaged during transport, you should immediately report this to the shipping company and OKDERMO.com. Don’t accept such a parcel, it is not our responsibility, it is your right to not accept such a damaged parcel from the transport company. The best solution is to not accept such damaged packaging and make a reclamation in the name of the transport company, also ask a delivery company for a damage declaration (prove that package was delivered to you damaged).
Unclaimed packages: For packages that are not cashed (unclaimed or refused by the addressee) at your post office within 14 days and returned to our warehouse, OKDERMO.com not bear any responsibility and reserves the right not to refund any payments, moreover okdermo.com may charge you a handling fee to cover the return shipping and freight companies’ administrative costs.
Customs: we are based offshore in the Asia region and your order is treated by your local customs as imported goods. When your parcel passes through customs there might be a delay while they process your order. We suggest that you always allow extra time and order ahead so you are not inconvenienced during this phase. The delay can be just a few days to 3 weeks in extreme cases before they contact you and release your package. Unfortunately, parcels held on customs in your country cannot be refunded.
UK Customs and VAT: UK residents may be charged VAT for importing goods into the UK. In addition, the UK HM Customs and Excise may charge you a service fee of £8.00 by the Royal Mail to collect the VAT. UK customs will accept the importation of our products without requiring any additional documents – as long as import VAT charges are paid. Therefore UK customs will charge the customer VAT accordingly. There is no duty payable on VAT. VAT charges and associated costs are the sole responsibility of the customer, they will not be paid for by us.
Delivery times: We promptly ship most orders within 48 hours of cleared payment. The delivery times are entirely due to the postal or courier service. Please be aware that if customs hold your order for pending import duties, they could hold your order for 3-21 days prior to contacting you. If your order hasn’t arrived within the standard delivery times above, please allow an additional 7 days for delivery PRIOR to contacting us to establish if your order is simply delayed with delivery; held at customs or indeed lost.
Lost orders and reshipments: We will reship or refund for any lost order provided we are contacted within 8 weeks from the ship date. No reshipments or refunds will be accepted if reported to us after 8 weeks. We are happy to replace any order that has not been delivered but on the following conditions:
If you have provided an incorrect address, you will be charged for the replacement order. When/if the original order is returned to us we will contact you with the refund details. The refund may take some months as the “return” postage has not been paid.
Miss of the delivery: If you miss your delivery you need to contact your local post office ASAP to rearrange delivery. Please be advised that we cannot be held responsible for unclaimed packages. It is up to you to contact the postal services as we cannot do so on your behalf. Parcels are generally waiting for collection on your local post office within 14 days, after the 14-day term parcel will be returned to the sender, according to general postal rules.
Returns and Refunds: We will refund for any product as long as we have received the goods back from you promptly and the product can be resold. The products need to be unused, unopened, with an expiry date of more than 5 months. All the parcel return expenses are paid on the customer’s behalf only. Shipping expenses are not refundable.
Product Quality: We guarantee that the goods are as represented on the website, from the manufacturers stated, arrive to you in good condition, with manufacturers seals intact, and with sufficient time to expiry. If we fail to meet these conditions, we will decide to either replace or refund the goods.
Canceling an order: We are processing orders constantly and if you wish to cancel your order you need to be prompt as your order is likely to be on its way to you, or has already issued to our shipping department. If you cancel before the goods are issued to our shipping department we will refund your payment. If the goods have already been issued for dispatch we will accept a return according to the Returns and Refunds policy above.
All inquiries: if you have any question please first contact us any time via Email