Frequently Asked Questions

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.

Product Usage Questions

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”.

Derma e Sensitive Skin, 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.

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.

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.

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.

“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.

Purifying Oil-Free Moisturiser will help to rebalance natural oils in the skin to promote a clearer complexion. If an oil based moisturiser is preferred try Anti-Wrinkle Advance Creme with Vitamin A to help retexturise a blemish prone skin. For red, inflamed blemish-prone skin, try the lightweight Soothing Moisturising Creme.”

“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.”

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.

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.

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.

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.

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.

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.

Ingredients & Formulas Questions

“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.”

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.

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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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).

“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.”

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.

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.

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.

Ordering & Shipping

We accept Mastercard, Visa, PayPal and AfterPay transactions. Unfortunately, we do not accept American Express.

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.

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.

To ship your products direct to your door it is better that you give us a residential address.

Our standard shipping fees inside of Australia are only $10. However, once your order reaches or exceeds $60 your order will be free.

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!

Please send us a message via our contact page and we will assist you with your request.

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.

Please click here to retrieve your password. Please contact our customer service team if you need further assistance with the password recovery process.

Please click here and enter your email address. An email will be sent to your nominated address to reset your password.

Your satisfaction is our priority. If you are not completely satisfied with one of our products you purchased from dermae.com.au or the product was damaged during transit, simply return it along with the original order confirmation or packing slip to us within 45 days. We will gladly replace the same product or swap it for a different one for you to try. Shipping and handling charges are non-refundable.

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.

General Questions

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

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!

You can share your story by filling out a testimonial form here.

Policies & Promotions

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.

Please send us a message via our contact page and we will endeavour to assist you with your request.

To keep updated on our latest products, discounts and other derma e news, create an account online here or subscribe to our regular newsletters here .

Wholesale and Retail Support

Please send us a message via our contact page and we will endeavour to assist you with your request.

For all stockist enquiries, please give us a call on 07 3207 8441.