SUPPLEMENTS NEWS STORE COMPANY


FREQUENTLY ASKED QUESTIONS


+ How can I communicate with your service team?

To get in touch with our team, please visit our contact page to submit your inquiry, or email us at admin@dermcells.com. Our team will provide responses to all inquiries within 48 hours. Please note that our pace of responses may vary during peak periods, especially promotions.

The team’s operating hours will range from Mondays to Fridays from 9am to 6pm (excluding holidays). Unfortunately, the team has only limited supports available on the weekends.

+ Can I order the products by phone?

For security reasons, we recommend to process all orders through our website. If you require further assistance regarding placing your order online, please contact us via email or Official Line (@DERMCELLS_OFFICIAL) through our contact page.

+ Never received confirmation email after placing an order on the website.

All order confirmations are sent out immediately. If you don’t find any confirmation emails in your inbox, please navigate to your ‘junk folder’ and/or ‘spam inbox’, as it can possibly go straight into these folders. You can mark us as ‘not spam’ so that for any repeat purchases to be taken place in the future, the emails will automatically go straight to your inbox.

If you really did not receive confirmation from us, please fill out the blank form evidently displayed in the CONTACT PAGE on our website, and we will be pleased to assist further. If you forget or cannot remember your order number, please re-confirm the email address as well as the full name provided so that we can search your previous orders in our database for you.

+ Can I revise my order?

Unfortunately, once an order has been placed, the online system would not allow any editions or substitution.

However, if you virtually notice incorrect items after placing an order, please inform us as soon as possible by getting in touch with us by phone or via our CONTACT PAGE. We will try our best to cancel and refund your order. Subsequently, you can then begin to place a new order with the correct items!

+ How do I cancel my order?

Please reach us through our CONTACT PAGE, or by phone and our customer service team will be there to assist you. Please reach out as quickly as possible so that your order can be cancelled in time. If an order has already been processed by our fulfillment team, we will be no longer able to deter or annul the shipment.

+ What are your preferred methods of payment?

We mainly accept all major credit cards and bank transfers. If you decide to pay us by credit cards, please make sure that your name and billing address match the ones you have filed with the card issuer.

Your cards will be charged only after your order has been successfully processed.

+ My transaction was declined, but why was my card already charged?!

There could be multiple attempts ongoing to pay for your order. If that is the case, you may see this as a pending charge or authorization held on your billing statement. Given that as the transaction was not completed, your card will not be charged. The bank often sets aside the funds in anticipation of a successful transaction. However, as the transaction was declined no funds have been transferred to DERMCELLS.

For Debit Card Purchases: As most customers choose to pay with credit cards, they will see this appear as a pre-authorization notice or pending transaction. On the other hand, if you decide to pay with a debit card, it will appear to be identical to a regular transaction. This will disappear within 3-8 business days, varying in correspondence to your bank's policy. The transactions will be annulled by your bank and the funds will eventually be released back to you.

+ Where does DERMCELLS ship to?

We apologies for any inconvenience as our online system may support only in Thailand. However, for abroad shipment, you may enter your address by selecting ‘outside of Thailand’, and contact us via contact page with your booking reference, full name and email address. We will calculate the shipping fare for you as shipping fee varies upon the weight of the shipment as well as the destination country.

+ What is the shipping fee in Thailand?

Free shipping is accepted when purchasing more than THB 1,000. However, an additional fee of THB 100 will be added to the total amount if purchase is below THB 1,000.

+ What is the processing time of my order?

We try to proceed your orders as quickly as we receive them and can usually fulfill all orders within 3 days. Nonetheless, it could also take up to 7 business days for orders to be processed due to the extremely high volume of orders we are receiving. We are putting additional resources in places to reduce these delays dramatically and appreciate your very kind patience in the interim. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

Shipment is paused on Saturday and Sunday, and on company’s holiday.

+ How long do shipping take?

All shipping and delivery are handled by CITY-LINK EXPRESS & LOGISTICS (THAILAND) CO., LTD and shipping times may vary depending on the destination.
Domestic orders are usually finalized within 7 business days, but it can take up to 21 business days for international orders. You will receive an email notification once your order has been processed with your tracking number for each order, along with a tracking link.

We work as seriously as we possibly can in trying to meet all delivery estimates, but delays could sometimes feasibly occur - e.g. because of postal/carrier delays, flawed logistics, inclement weather, or other things beyond our control. Our team can be reached via dermcells.com/contact with any further queries you may have.

* If you wish to have the shipping of products to a hotel, please keep in mind that we take no responsibilities if you are not present at the venue to receive it.

+ Why didn’t I receive a tracking number?

Please check if such an email ends up in your spam folder; however, if you have not received it, please reach us through our CONTACT PAGE.

All orders are assigned with tracking numbers every time right before they are shipped. As soon as your parcel is sent out, we will provide a tracking notification with your tracking number for each order along with a link via email in order for you to realize where you can track the order.

+ Should my billing and shipping addresses need to be in the same country?

To ensure the utmost security and the least transaction complexity for all parties, billing and shipping addresses are required to be in the same country.

+ How do I edit my shipping address?

Kindly reach out to us through our CONTACT PAGE as quickly as possible and our service team will try our very best to assist you if this can be done.

Please note that we cannot modify your shipping details during the time when the order has already been processed by our service team. We are also unable to modify the route of a parcel once it has been shipped.

+ How can I keep track with my order?

Your online tracking information will be sent out immediately via email once your order has been dispatched from our warehouse.

+ I’m having troubles tracking my order; can you assist me?

Please be aware that once an order has departed from our facility, it can take up to 1-2 business days for the shipping courier to update tracking details on their website.

If your tracking number does not work, or hasn’t updated within two business days, please reach out to us through our CONTACT PAGE and our service team will assist you!

+ What should I do if my order goes missing / is stolen?

We advise you to check your tracking information as well as your surrounding area along with your neighbors. If you cannot locate your parcel, please reach us through CONTACT PAGE so that we can begin an investigation with the courier regarding your missing parcel. Moreover, investigations can take up to 5-10 business days to conclude.

Please note that any orders reported missing or stolen must be notified within 14 days from shipment date. International orders reported missing/stolen must be notified within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolutions.

We cannot reship or refund your order only until a missing package has been returned to DERMCELLS or officially declared lost.

All Lost & Found reports are monitored and accessed on a case by case basis. If the parcel is confirmed to be already delivered with a Proof of Delivery (POD) or if a "Delivered/Leave with Neighbor/Safe Place with Consignees Authority" request is made with our courier directly, we cannot issue a refund if these parcels are lost/stolen.

+ Will there be any impositions of taxes, brokerage, or customs fees?

Any applicable taxes are applied to your full order (including shipping). This will be reflected by the total cost upon checkout. For international shipment, you may be charged in the forms of handling fees and taxes as your order passes through customs. Any charges on a parcel would be the customer’s responsibility. If the recipient refuses the package or refuses to pay for the duties and taxes, DERMCELLS reserves the rights to deny refund and/or return requests.

I want a product but it’s sold out. What should I do?

We understand that there’s nothing worse than waiting! We advise you to sign up for email notifications for products that are out of stock. If you click the “Notify Me When in Stock” button underneath your desired products, we will let you know as soon as our inventory is filled up again.

Can I get some product samples?

It is regrettable that our product samples are not available at this time!

Do I have any business opportunities in case I am interested in selling your products on my website?

For retailer or distribution inquiries in pursuing your business interests, please fill out on the CONTACT PAGE, and our service team will be happy to assist further!

Can you recommend the products I should apply for my skin type?

Definitely! For regimen/product related inquiries, we recommend you to visit “Get To Know Your Skin Type” at the bottom of the Home Page as it will provide some products recommendation regarding to your skin types. Alternatively, you may describe your skin types and/or problems you are facing through our CONTACT PAGE for more personalize suggestion, and our service team will be happy to assist further!

How do I store your products properly?

We suggest to store all our products in a cool dry place away from direct sunlight and the best way forward for storing, especially for serums are by keeping them at room temperature. In parallel, there is no harm in refrigerating although by refrigerating our products will not enhance their longevity.

How long do your products last?

Three years is our product shelf life when unopened and stored at room temperature. Upon opening, please check with the period after opening (PAO) symbol to identify the lifetime of the product.

What is the sequence when I apply my products?

We believe that applying no more than 3 serum formulations in a single routine would be the most optimal skin penetration. In general, we recommend that you apply water-based solutions first, followed by anhydrous or oil formulations, and finally emulsion/cream formulas. In total, applying merely about 2-3 drops of each serum and 1 pea-sized amount of creams should be enough for the full face and neck.

I want a product but it’s sold out. What should I do?

We understand that there’s nothing worse than waiting! We advise you to sign up for email notifications for products that are out of stock. If you click the “Notify Me When in Stock” button underneath your desired products, we will let you know as soon as our inventory is filled up again.

Can I get some product samples?

It is regrettable that our product samples are not available at this time!

Do I have any business opportunities in case I am interested in selling your products on my website?

For retailer or distribution inquiries in pursuing your business interests, please fill out on the CONTACT PAGE, and our service team will be happy to assist further!

Can you recommend the products I should apply for my skin type?

Definitely! For regimen/product related inquiries, we recommend you to visit “Get To Know Your Skin Type” at the bottom of the Home Page as it will provide some products recommendation regarding to your skin types. Alternatively, you may describe your skin types and/or problems you are facing through our CONTACT PAGE for more personalize suggestion, and our service team will be happy to assist further!

How do I store your products properly?

We suggest to store all our products in a cool dry place away from direct sunlight and the best way forward for storing, especially for serums are by keeping them at room temperature. In parallel, there is no harm in refrigerating although by refrigerating our products will not enhance their longevity.

How long do your products last?

Three years is our product shelf life when unopened and stored at room temperature. Upon opening, please check with the period after opening (PAO) symbol to identify the lifetime of the product.

What is the sequence when I apply my products?

We believe that applying no more than 3 serum formulations in a single routine would be the most optimal skin penetration. In general, we recommend that you apply water-based solutions first, followed by anhydrous or oil formulations, and finally emulsion/cream formulas. In total, applying merely about 2-3 drops of each serum and 1 pea-sized amount of creams should be enough for the full face and neck.

What options do I have when I find out that there’s something wrong with the order/products I received?

First and foremost, we truly apologize for the mix-up or flaws that may be embedded within the products.
If there is an issue or found to be faulty with the product(s) you have received, we suggest you to reach us through CONTACT PAGE and provide a clear photo of the packing slip (clearly displaying the order number and any initials marked) as well as all the units purchased (preferably in the original packaging) and a description of the issue. One of our service team members will be happy to assist further in resolving this issue!
We will not accept a return of more than 10 units of the same item(s) per order. The products you wish to return must be in the original package and contain a minimum of 50% full.

I earlier bought my products from another retailer, can I return them to DERMCELLS?

Unfortunately, we are only capable of returning the products that were purchased directly from our website and official Line.

How long will it take before I get my refund?

Please give us up to 12 business days for our E-Commerce team to proceed your return and for the refund to be issued.

Can you refund to me onto another card?

We will only proceed your refund to the card used on your order as long as the account is still active. It is not possible to refund your order onto a different card. However, if the payment was made through an online transaction, we will issue your refund via your online account (Thailand only).

What options do I have when I find out that there’s something wrong with the order/products I received?

First and foremost, we truly apologize for the mix-up or flaws that may be embedded within the products.
If there is an issue or found to be faulty with the product(s) you have received, we suggest you to reach us through CONTACT PAGE and provide a clear photo of the packing slip (clearly displaying the order number and any initials marked) as well as all the units purchased (preferably in the original packaging) and a description of the issue. One of our service team members will be happy to assist further in resolving this issue!
We will not accept a return of more than 10 units of the same item(s) per order. The products you wish to return must be in the original package and contain a minimum of 50% full.

I earlier bought my products from another retailer, can I return them to DERMCELLS?

Unfortunately, we are only capable of returning the products that were purchased directly from our website and official Line.

How long will it take before I get my refund?

Please give us up to 12 business days for our E-Commerce team to proceed your return and for the refund to be issued.

Can you refund to me onto another card?

We will only proceed your refund to the card used on your order as long as the account is still active. It is not possible to refund your order onto a different card. However, if the payment was made through an online transaction, we will issue your refund via your online account (Thailand only).

Why are my products not included into my basket?

We advise you to either reset your browser settings or select a different browser/device. If the problem persists, please reach us through CONTACT PAGE and one of our team members will be happy to assist further.

How do I sign up for an account?

You can sign up an account by clicking “Account” at the top menu tab and/or by clicking on this link and register as a new customer.

Can I change my email address?

Yes, you can!

For signed up account, you can simply make any editions under your account.

For one-time purchase, you may need to contact us via our CONTACT PAGE and provide all your order number, original email address, and the updated email address so that we would be able to make the changes for you. If the update has ultimately been conducted, we will be punctual to resend your invoice and tracking notification to your new email!

How do I seek further assistance or provide feedbacks?

Please reach us through our CONTACT PAGE, email, Official Line (@DERMCELLS) and/or other social media channels. If there are products you would like to see added to DERMCELLS range, please contact us to reflect on your thoughts.[:th]

Why are my products not included into my basket?

We advise you to either reset your browser settings or select a different browser/device. If the problem persists, please reach us through CONTACT PAGE and one of our team members will be happy to assist further.

How do I sign up for an account?

You can sign up an account by clicking “Account” at the top menu tab and/or by clicking on this link and register as a new customer.

Can I change my email address?

Yes, you can!

For signed up account, you can simply make any editions under your account.

For one-time purchase, you may need to contact us via our CONTACT PAGE and provide all your order number, original email address, and the updated email address so that we would be able to make the changes for you. If the update has ultimately been conducted, we will be punctual to resend your invoice and tracking notification to your new email!

How do I seek further assistance or provide feedbacks?

Please reach us through our CONTACT PAGE, email, Official Line (@DERMCELLS) and/or other social media channels. If there are products you would like to see added to DERMCELLS range, please contact us to reflect on your thoughts.