Frequently Asked Questions (FAQ)

1. How long does it take for my order to arrive?

International shipments usually take between 15 and 45 business days from the order confirmation date. Please note that external factors such as customs procedures, holidays, or high demand periods may cause delays.

2. How can I track my order?

Once your order has been shipped, you will receive a tracking code by email. With this code, you can check the status of your shipment at any time on the carrier’s platform.

3. What if my package arrives damaged?

If you receive your package with visible damage, opened, or tampered with, we recommend not accepting it and filing a claim with the carrier at the time of delivery. Then, contact us with photos so we can provide you with a solution.

4. Can I return a product if I change my mind?

Yes. According to our return policy, you have up to 15 calendar days to withdraw from your purchase, as long as the product is unused, in its original packaging, and with all accessories. In this case, the return shipping costs are the responsibility of the customer.

5. Which products are not eligible for return?

• Products that have been used or are not in their original packaging.
• Personalized or custom-made items.
• Products damaged due to misuse.
• Promotional products, except in cases of verified defects.

6. What payment methods do you accept?

We accept credit cards, debit cards, and other secure payment methods available on the platform. All payments are processed through an official and encrypted platform.

7. How can I contact Dermanie support?

You can reach us by email or WhatsApp:

📧 Email: soporte@dermanie.com
📱 WhatsApp: +55 11 95661-8683