Our Frequently Asked Questions showcases many commonly asked questions and answers that our visitors and customers might have. Please check below to see if your question has been asked and answered – and if not – please contact us so we can answer any questions you may have.
There are so many facial skincare products. How do I choose the right ones for me?
Derma e offers a broad range of products to address all skin types and concerns. To choose the best facial skincare products suited for you, you first need to determine what your skin type and what your biggest skin concern is. Please feel free to contact our team at sales@dermae.com.au with the subject title “ASK OUR TEAM”.
What do you recommend for sensitive skin?
Derma e Pure Biome Raange, fragrance-free skincare products are highly recommended for sensitive skin, particularly if you are prone to fragrance allergies or have red, easily irritated, reactive skin.
Can I use your products on my infant or child?
While Derma E stands by the integrity and safety of ALL our products, we recommend you consult with your doctor or medical practitioner before you start any treatment on an infant or child.
What if I have a reaction to one of your products?
If you have an allergic reaction to a Derma e product, discontinue use immediately and consult your doctor. You may return the product to the location where you purchased it for a full refund. If the store does not allow a full refund, please contact us via our contact page or call us on 07 32078441 and we will assist you with your request.
How should I test your products to make sure I can use them?
If you are using any skincare product for the first time, particularly if you have a history of extreme skin sensitivity, we suggest you conduct a patch-test to check for the possibility of an adverse reaction.
Simply apply a small amount of product on the inside of your arm or underneath your jaw line. Allow at least 24 hours to pass before checking the area. If no reaction has occurred, the product should be safe for you to use as directed. If a reaction does occur, do not use the product.
Do you recommend a moisturiser for blemish-prone skin?
“No matter what type of skin you have, moisturising is important.The key is to find the correct moisturiser for your skin type. Using the right moisturiser on blemish-prone skin is essential for balancing skin oils and replenishing nutrients for optimal skin health.
In what order should I use your skincare products?
“To keep skin glowing and feeling its healthy best, follow this simple skincare regimen:
1. CLEANSE – every day, twice a day, start with a high quality, sulphate-free facial cleanser targeted toward your main skin concern.
2. EXFOLIATE – use an exfoliator 2-3 times a week (once if skin is sensitive) to stimulate healthy cell turnover for a younger-looking complexion.
3. TREAT – Deliver a concentrated dose of active ingredients to the skin twice daily with a serum and eye crème. Give dehydrated or blemish-prone skin extra care with the use of a mask once or twice a week.
4. MOISTURISE – apply a moisturiser targeted to your main skin concern in the morning and at night. Follow with SPF in the morning.”
Why is there no toner in the range?
When chemical or sulphate based cleansers are used on the skin, the natural protective layer of the oil can be damaged or disrupted, leaving the skin vulnerable to sensitivity and irritation.
Toning is the action of rebalancing and re-protecting the skin. However, all Derma E cleansers are sulphate free and pH balanced, maintaining the skins natural oils, meaning that toners not necessary.
How do I know if I should use a crème, moisturiser, serum or an oil-free product?
If you have very dry/mature/damaged skin, layer a serum underneath a crème or moisturiser. If you have normal to dry skin, layer a serum underneath a crème or moisturiser. If you have combination to oily skin, choose a serum or oil-free product.
Can I layer a serum under a crème for added benefits?
Absolutely! We recommend it. Always apply your serum first to a clean dry skin to allow the active ingredients to penetrate and maximise results. Follow with the application of your crème.
What’s the best way to layer leave-on products?
Easy!
Go from the thinnest product to the thickest. Start by applying your eye crème of choice, then apply a lightweight serum to your face. Next, apply the best moisturiser for your skin type and main concern.
If the day crème I am using is a non-SPF daily moisturiser, when should I apply sunscreen?
Derma E day crème formulas all contain an abundance of antioxidants, so these formulas act as a first line of defense against environmental oxidative damage.
SPF will ensure you receive broad-spectrum protection against UV damage. As such, we recommend first applying the non-SPF day crème then following with a layer of SPF product over top for more complete protection during the day.
I have a specific skincare question not listed in your FAQs - is there someone I can contact directly who can answer my question?
Yes! Please send us a message via our contact form, we would be happy to answer any questions you have about derma e products and skincare in general.
Where does Derma E obtain its ingredients?
“Derma E is dedicated to providing vitamin-rich, antioxidant-rich, solution-oriented natural skincare using only the finest quality ingredients.We source non-genetically modified ingredients from all over the world from ethically minded manufacturers. A Certificate of Analysis must accompany all incoming ingredients to prove they are free from radiation, pesticide residues, and microbial contamination. Our lab then conducts further tests before each ingredient is used. Each product is then formulated with effective levels of those preapproved ingredients.
As part of our commitment to maximum quality and therapeutically effective products, we also use proprietary ingredients such as BioAstin® and Pycnogenol®. Extensive research backs these patented ingredients and the brand names ensure consistently powerful and standardised actives.”
Do you test on animals or do your products contain animal-derived ingredients?
No, Derma E does not test, and has never tested on animals, and Derma E skincare formulas do not contain animal by-products of any kind. As such, the entire Derma E line of products is vegan and cruelty-free. You will find a cruelty-free symbol on all of our boxes and labels.
Are there parabens in Derma E products?
No, Derma E does not use parabens of any kind to preserve its products. Instead, Derma E has chosen to use alternative preservative systems recognised by the natural health industry as safe and effective.
Do Derma E products contain fragrances?
Derma e offers a variety of products, some of which contain naturally-scented essential oils, some of which contain phthalate-free fragrance blends, and some of which are completely fragrance-free and scent free.
Are your products “alcohol free”?
Most are, however Derma E does utilise denatured plant alcohols (otherwise known as fatty alcohols) in a few products as either an emulsifier (facilitates the mixing of ingredients within a formula) or an emollient (helps to soften and lubricate the skin).
How can I be sure your products are effective?
Derma e starts with scientific research on all potential ingredients.
This research must demonstrate that specific ingredients are effective and beneficial when applied topically to the skin. When a product formula is decided upon, the ingredients are sourced globally and only the very best quality ingredients are used.
Each product is then carefully formulated with an effective amount of these active ingredients. These are then blended with effective carrier elements that transfer the benefits of key ingredients directly to your skin. Once formulated, all products are tested for safety and stability.
When will I see results?
Because everyone’s skin is unique, the time to see results will vary person to person.
Typically, results will depend upon the product itself, your skin condition and your skin type. Certain products are designed to deliver results more immediately, such as the Derma e Microdermabrasion Scrub.
As for other products you should allow approximately 6 – 8 weeks to see visible results. The best way to maximise your results as soon as possible is with consistent usage as directed.
Are your products safe?
Yes!
Derma e formulates every product with ingredients that have been carefully researched and proven safe for topical, external use. Every batch of every product is tested to ensure it is free from microbial contamination. Formulas are also stability tested to ensure they have an effective shelf life.
Can I use your products if I’m pregnant or nursing?
While Derma E stands by the integrity and safety of ALL its products, we recommend you consult with your doctor or medical practitioner before starting any new routine while you are pregnant or nursing.
What should I do if I am sensitive to most skin care products?
Derma E’s fragrance-free, Sensitive Skin products are some of the safest and most effective products for a sensitive skin, easily irritated or reactive. If you are using any skincare product for the first time, we suggest you test a small amount on the inside of your arm or underneath the angle of your jaw line to eliminate the possibility of a reaction. Allow at least 24 hours to pass. If no reaction has occurred, the product should be safe for you to use.
I bought two jars of the same product. Why do they look different?
Derma E uses natural herbs and botanicals that can have slightly different characteristics, such as colour or texture, depending on the source and where those ingredients are grown.
As a result, finished products may vary slightly in colour from batch to batch. You can be assured that derma e tests every batch to ensure each meets the quality level established for that product.
Are your products “all-natural” and organic?
Derma E products are designed to be effective, vegan and the highest quality possible.
Our formulas are made with a high percentage of quality, sustainable, natural ingredients that are organic where possible.
Derma E may elect to formulate with a manmade ingredient if the natural alternative proves either to be unstable or animal-derived. Additionally, to maintain product integrity, derma e formulates with mild stabilising systems that may be synthetic in nature.
Is retinyl palmitate the same thing as retinol?
In one word, no, but they come from the same family.
They are both retinoids, or forms of Vitamin A. The main difference between the two is their strength. Retinyl palmitate is generally tolerated by most skin types without the skin sensitivities that may come with using retinol (redness, flaking and peeling).
What preservatives do you use?
“Derma E’s number one priority is the safety and efficiency of our products. We use phenoxyethanol and ethylhexylglycerin because they have passed challenge tests where other preservatives have failed.
Additionally, they are acceptable according to The European Commission (EU), which has stringent requirements regarding the safety and toxicity of ingredients, and Whole Foods Market, as outlined in their Quality Standards for their Premium Body Care products.
Additionally, at Derma E we are constantly striving to provide the best quality products that deliver results. We are continually researching new ingredients and stabilising systems to provide you with formulas that are gentle, safe and effective. In order to do this, a preservative system of some form is essential. We use a very small fraction of 1%, in our formulations. Studies have shown that at a 2.2% concentration, these ingredients were non-irritating and nontoxic.”
Do your products expire?
Our products do not expire, however they do have a ‘Best If Used By’ date that is three years from the date the product was made.
After a product has been opened, the shelf life is 18 months. The number printed on the bottom of each product is the batch code – the date that the product was made.
The first two numbers represent the year, the second 2 numbers represent the month, and the final number represents a batch. For example, batch code ‘121031’ indicates the product was the 31st batch made on October, 2012. We have also started putting on a ‘Best if Used By’ date on all of our products. This is written in Month/Year form, i.e., 05/15 represents May 2015.
Are your products made in the USA?
All Derma E products are manufactured locally from our small-batch facility in Southern California, USA.
While we do source many of our ingredients domestically, we also source high quality, active ingredients from eco-conscientious international origins to bring you the most effective formulas.
Are there ingredients that are not included on the packaging?
Unlike some companies, Derma E has full-disclosure labelling, so all ingredients are listed.
For over 30 years, Derma e has taken great pride in the quality of our natural ingredients, and in formulating products that are safe for consumers to use. What you read on the label is actually in the product, and just as importantly, what is in the product is always on the label.
Payment methods
We accept Mastercard, Visa, PayPal and AfterPay transactions. Unfortunately, we do not accept American Express.
Do you ship overseas?
We currently only ship to Australia and New Zealand where orders are sent via Australia Post.
For international visitors, please visit https://dermae.com/pages/international/ for your local stockists and distributors.
How long does it generally take before I receive the items I have purchased?
Depending on where you live, we ask customers to allow a shipping time of approx 7-10 business days to receive your order.
We currently only ship to Australia and New Zealand where orders are sent via Australia Post. If you have any concerns about an order please send us a message via our contact page and we will assist you with your request.
Do you ship to a P.O. Box?
To ship your products direct to your door it is better that you give us a residential address.
How much will my order cost to ship?
Our standard shipping fees inside of Australia are only $10. However, once your order reaches or exceeds $75 your order will be free.
When will my order arrive?
Approximately 7-10 working days, however sometimes the postal service does become quite busy (Easter, Christmas and those special occasions….or just “because”).
We will endeavour to get your Derma E products to you as quickly as possible!
How do I change or cancel my order?
Please send us a message via our contact page and we will assist you with your request.
How can I track or check the status of my order?
You will receive a tracking number by email once your order has been processed – you will be able to use this to track your order online.
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Please click here to retrieve your password. Please contact our customer service team if you need further assistance with the password recovery process.
I would like to change my password.
Please click here and enter your email address. An email will be sent to your nominated address to reset your password.
How can I return a product?
Your satisfaction is our priority. That’s why we back every product we sell with a 100% money-back guarantee. If you are not completely satisfied with your purchase on dermae.com.au, simply return it along with the original order confirmation or packing slip to us within 30 days. We will gladly refund the original purchased price of the product. Shipping and handling charges are non-refundable.
To qualify for a return:
If you did not purchase your product from dermae.com.au, please return it to the store you bought it from for a refund or replacement. Unfortunately, dermae.com.au does not refund or exchange products that were not purchased through our website.
I never received my package. What do I do?
To follow up on orders which have not been delivered within the expected timeframe, please email us at sales@dermae.com.au or phone our customer service team on 07 32078441.
Where can I purchase Derma E natural skincare?
Derma E is available at Priceline stores nationally and some pharmacies and independent health food stores. Check your local area for stockists. To find your nearest Priceline store visit www.priceline.com.au/store-locator
What are your top/best sellers?
In Australia, the top selling products are our highly effective exfoliators.
The award-winning Microdermabrasion Scrub and Vitamin C Serum.
For instant results try our exfoliators now!
I would like to submit a testimonial. Where do I send it?
You can share your story by filling out a testimonial form here.
Do you have a satisfaction guarantee on your products?
Your satisfaction is our priority.If you are not completely satisfied with one of our products for any reason, you may return it to the store you bought it from for a refund or replacement.If your store does not accept returns on opened product, or if you purchased the product directly from dermae.com.au, simply return it along with the original order confirmation or packing slip to us within 45 days. We will gladly replace the product for a different one for you to try. Shipping and handling charges are non-refundable.
Does Derma E provide samples?
Please send us a message via our contact page and we will endeavour to assist you with your request.
I am a retailer. Do you offer any training or education on Derma E?
Please send us a message via our contact page and we will endeavour to assist you with your request.
I am interested in selling Derma E. Where do I get wholesale information?
For all stockist enquiries, please give us a call on 07 3207 8441.
And receive 15% OFF your first order
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