FAQs

Do you have any questions regarding Dermoteca's website?

Login / Register
Orders
Exchanges & Returns
Payments
Shipping

How can I register on your website?
To register on Dermoteca's website click here, add your email where it asks "Create Customer Account?" and click "Continue".
After that, you will have to fill in all the mandatory fields, and click on "Finish".
How can I change my customer details?
To change your details, after logging in, access the "My Account" on the upper right corner of the screen.
Here you can change:
My Details— Where you can consult and change information regarding your personal details and contacts.
Access Details - In this tab you can change the password associated with your account.
Address Book - Here you can define your "Billing Address" and your "Shipping Address".
To add a new shipping address, use the «Delivery Address» button and select "New shipping address" - then enter the new address.

To save any of the changes made you need to click the "Save Changes" button.
How do I delete my customer account?
To delete your account, access your Dermoteca account, and on the left side menu select "Account Deletion".
There you will have to enter your password and click on "Delete Account".
Where do I change my password?
To change your password, access the "My Account" on the upper right corner of the screen.
Click on Access Details - In this tab you can change the password associated with your account.

To save it, click the "Save Changes" button.

How can I buy products on your website?
To buy products on our website and receive them comfortably at the desired address, simply add the products that you want to the cart.
Once you have selected your products, click on "Proceed to Checkout", confirm your selection and click "Continue".
There, you will need to select the delivery method and one of the available payment methods.
Accept the terms and conditions and "Pay Safely".
How long does it take to ship my order?
The estimated average delivery time is 2 business days in mainland Portugal from the moment the customer receives the purchase confirmation email.
Azores and Madeira are between 7 to 10 working days.
Addresses outside mainland Portugal, and within the European Union, have a delivery time between 3 to 7 days.
If it takes longer, do not hesitate to contact us by phone at +351 21 380 41 88 or dermail@dermoteca.com
Where can I track the status of my order ?
Go to the "My Account" menu in the upper right corner of the screen. Click on the "Orders" and check the status of your order.
I was wrong at the delivery address. Can I still change it?
If you place an order and noticed an error on the delivery address, please send an e-mail to website@dermoteca.com with your order number and the correct shipping address.

Can I exchange a product?
Yes! Dermoteca only exchanges, returns or refunds the products purchased in our online store.
You can exchange any product within 14 days of receiving the order, except on the following conditions:
- if you have removed tags;
- a sealed package is opened;
- if you have consumed the item;
- damaged the article;
- does not have the original box of the item.
All products sold by Dermoteca are subject to rigorous dermatological tests that ensure maximum safety and effectiveness.
In case of doubt please contact our pharmaceutical department at dep.farmaceutico@dermoteca.com
How do I exchange a product I bought on the website?
We do not accept exchanges of items purchased in pharmacies, only through the online store.
To exchange an item, please send an email to website@dermoteca.com with the order number and the items that you want to exchange.
Can I return a product?
Yes! Dermoteca only exchanges, returns or refunds the products purchased in our online store.
You can return any product within 14 days of receiving the order, except on the following conditions:
- if you have removed tags;
- a sealed package is opened;
- if you have consumed the item;
- damaged the article;
- does not have the original box of the item.
All products sold by Dermoteca are subject to rigorous dermatological tests that ensure maximum safety and effectiveness.
In case of doubt please contact our pharmaceutical department at dep.farmaceutico@dermoteca.com
How can I return an item I bought at the website?
We do not accept returns of items purchased in pharmacies, only through the online store.
To return an item, please send an email to website@dermoteca.com with the order number and the items that you want to return.
How do I get my refund ?
The refund will be processed after receipt of the returned items and their evaluation by our Quality Department, in the same payment method used when purchasing.
You will receive a confirmation email of the refund by our Quality Department, and the refund should arrive between 5 to 10 days after the email.

What forms of payment are available?
In your online purchase you can choose the following payment methods: VISA, MasterCard, Paypal and ATM Reference (only for portuguese bank accounts).
Is it safe to make purchases on your website?
The payment process is done in total security through Paypal or through the worldwide recognised payment system HiPay. For ATM References, available only for portuguese bank accounts, we use the payment provide ifthenpay.

Which countries do you ship to?
Currently, the online store ships to mainland Portugal, islands of Madeira and Azores, and the following European countries: Germany, Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Slovakia, Slovenia, Spain, Finland, France, Greece, Netherlands, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Romania, United Kingdom and Sweden.
Outside Europe and the United Kingdom, we ship to Africa, Middle East, Brazil and the USA.

What are the shipping costs?

Free shipping in Portugal on purchases over 40.00 €.

Orders for UE and UK have free shipping on purchases over 125.00€.

Orders for Africa, Middle East, Brazil and USA have free shipping on purchases over 250.00€.

Please find below the shipping costs and the average delivery time:

Destination	Weight	Shipping Cost	Average Delivery Time
Mainland Portugal		2.50 €	2 to 3 working days
Azores and Madeira		2.50 €	7 to 10 working days
EU and UK	[0-0.5 Kg]	5.50 €	3 to 7 days
	[0.5-1 Kg]	7.40 €	3 to 7 days
	[1-2 Kg]	12.00 €	3 to 7 days
	More than 2 Kg	18.00 €	3 to 7 days

Rest of the World	[0-0.5 Kg]	7.50 €	7 to 10 days
	[0.5-1 Kg]	15.50 €	7 to 10 days
	[1-2 Kg]	25.00 €	7 to 10 days
	More than 2 Kg	35.00 €	7 to 10 days

How are the products shipped ?
In Portugal and for your order to arrive in perfect conditions and on time, Dermoteca entrusts the delivery of your orders to the carrier Logifarma.
Outside Portugal, shipping is done through CTT - portuguese mail service.