FAQ'S
Hello To Our Favorite Derma Centric Customer,
We hope you can find all your questions regarding our products and our website here. If you need extra help, you may contact our Customer Care anytime via CONTACT US PAGE or reach out to our Customer Care Whatsapp : +62 818-8282-8202
PRODUCTS
Are our products authentic?
Our products are 100% authentic, we always source directly from the brand
What if I have questions about the orders/products?
You may contact our Customer Care anytime via CONTACT US PAGE or reach out to our Customer Care Whatsapp : +62 818-8282-8202
What does the sign PREORDER on a product mean?
It means the product is on the way to our warehouse with a specific estimated time of arrival.
Can I purchase a PREORDER item? When will it be sent?
Yes, you can as long as the item is not sold out. You may purchase the item(s) per normal and make payment in 1 x 24 hrs.
Item(s) will be shipped on the stated ready date at the description.
What if I order a pre-order item together with a ready stock item? When will it be sent?
We will send them together on the ETA of the pre-order item.
What does the sign SOLD OUT mean on a product?
It means the product is sold out but we are restocking. However, the date of arrival is not confirmed therefore it is not open for purchase.
If you are keen on purchasing without a definite arrival date, please feel free to contact us via Whatsapp : +62 818-8282-8202
ORDER & SHIPPING
Where can we make our order/purchase?
All orders can only be made through www.dermacentric.id, and our official marketplace channels Shopee, TikTokShop and Tokopedia.
How do I make payment ?
You can pay using Virtual Account, Credit Card or Digital Wallet of your choice.
Payment are safely processed via DOKU payment gateway that meets International standards. DOKU is a licensed infrastructure built to protect your payment. AES 256 certified for Security Encryption Standard. PCI DSS Certified with periodic audits. ISO/IEC 27001 Certified for information security management standards.
Can I order as Gift ?
We can help you to include a Card & Message. Just fill your request in Special instructions for seller in the View Cart page.
Where will be my order ship from?
We ship all orders from Jakarta, Indonesia.
When will my order be shipped?
We ship from Monday to Friday, cut off time is at 13.00 WIB / 1 PM.
Any Order that paid after 13.00 WIB / 1 PM will be shipped on the next day.
If you place an order on Friday & after the cut off time, your order will be shipped on Monday.
Can I amend my order once it is placed?
If you need to amend any details (such as delivery address) please contact our Customer Care immediately via Whatsapp : +62 818-8282-8202 and quote your ORDER ID.
Please note that once an order has been shipped, they cannot be cancelled or amended
Can I cancel an order after it has been placed?
Once an order has been placed, it cannot be canceled, unless you fail to complete
your payment within 24hrs.
How do I know my order was successful?
You will receive an automated e-mail to confirm that your order has been received and waiting for payment.
What if I forgot to pay within 24 hours and my order has been automatically cancelled?
You will need to make a new order. The stocks are only held for 24 hours after the order is placed.
How is the shipping fee calculated?
The shipping fee per Kg is calculated automatically based on the chosen logistic rate with the originating city as Jakarta. If your order is more than 1kg then another shipping fee will apply.
How will my order be packaged?
Yourorder will be securely packaged in Derma Centric’s signature packaging. All fragile items will be wrapped in bubble wrap.
How long will the order be processed?
Most orders are processed in 1-2 business days. However, during the sales period, there will be a slight delay due to overload packing. We are sorry for the delay that may occur.
When will I receive my order?
You can track your order with the provided tracking code emailed to you. If you need your product urgently, we suggest using the express shipment. Delay might occur during public holidays and peak sales season
Order Tracking
Once your order has been shipped, you will receive a tracking number in the e-mail.
Do you ship internationally?
Yes, you can reach out to us via CONTACT US PAGE or reach out to our Customer Care Whatsapp : +62 818-8282-8202. Shipping cost will be calculated based on the destination country.
How to get Free Shipping?
You may only get the Regular shipping for free if your orders meet the Terms & Conditions for Free Shipping Order.
PROMOS, PAYMENT & GIFT CARD
Does Derma Centric offer any promotional or discount codes?
You will get 5% off your first purchase by signing up for our mailing list
The Discount Code doesn't work.
Discount Code is available only for your First Purchase from this website.
If its is your First Purchase and the Discount Code doesn't work. You may contact our Customer Care anytime via CONTACT US PAGE or reach out to our Customer Care Whatsapp : +62 818-8282-8202
Can I purchase an E- Gift Card?
Yes, we do offer E-Gift Card to be used on this website only.
RETURNS, EXCHANGES & REFUNDS
What is Derma Centric Returns and Exchange policy?
Please read our REFUND & RETURN POLICY for further information.
Create an unboxing video of the package with supporting photos. It will be make the refund process much easier. Refund request must be made within 24 hours after your order arrival time recorded by courier.
We don’t accept returns and exchanges unless on special cases such as you received wrong items, items are damaged or broken.
What is eligible for a refund?
Please do an unboxing video of the package.
We accept refunds only when the items are broken (not due to shipment but faulty from the factory) or wrong items.
Please read our REFUND & RETURN POLICY for further information.
I receive wrong items/ missing items/ broken items.
Please read our REFUND & RETURN POLICY for further information.
- Please contact Customer Care Whatsapp : +62 818-8282-8202 within 24 hours after the delivered date of item(s) with your Order ID and unboxing video and picture of the broken item(s) and we will be more than happy to send you a new one with free shipping. The broken item(s) must be returned to Derma Centric's HQ for our review.
- Complaints made after 1x24 hrs since the delivered date will be regarded as invalid.