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).
- If we did not comply with the conditions, and you have not received your order within 5 weeks from the date of payment, we will reship the parcel with the order, just let us know reaching via email.
- Our products are non-returnable, so choose them carefully and responsibly when ordering. There are several cases that exist when we can make the refund: when the product is severely damaged during transport or you did not receive your order (only after a thorough inspection of our guilt, with added proof photos from you, we will resend you the goods).
- The reason for the return of money or identical goods can be when the Customer received the wrong item; or when the Customer received badly damaged goods due to bad transportation.
- When we receive your request, there are two different return operations (depending on the case and the Customer’s requirements):
1. Order Reshipping: we carefully review your application, and if the fact of damage and/or non-compliance is confirmed, we will – send you an identical product; when the product is ready to ship – we will ship it out immediately and a tracking number will be sent on your e-mail.
2. Payment Refund: we carefully review your application, and if the fact of damage and/or non-compliance is confirmed, we will refund you the money within 1 to 4 weeks on your bank account/card.
- The customer can cancel their order, but only in case, the order was not shipped yet from our warehouse (you can check the order status by contacting technical support via Email). In this case, you’ll have to pay the transaction fees to the bank for this operation. The sum of all fees will be automatically deducted from the total purchase price, and the remainder of the sum will be refunded to your bank account within 5 business days.
- We are fulfilling our Customers’ orders as soon as possible and always work with an open mind. If the Customer applies for Chargeback (which in turn carries a high cost and low rating of the Site for processing payment systems), the operation with the requirements of the Customer will be performed immediately. But in this case, this person will be banned and added to the international payment processor blacklist, moreover, such a Customer will not be able to buy products from our Site and similar websites in the future.
- Registered and paid-up orders cannot be changed. In the case when the Customer would like to change paid order he should just make one more order. The new order will be delivered in a separate package.
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 does 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 in 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 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:
- An additional 7 days have elapsed in addition to the standard delivery time since the ship date.
- The shipping address provided to us during the order placement by a customer is correct.
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. 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 been 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 questions please first contact us any time via Email