Help & Support
FAQ
Honest answers to the questions we hear most. Calm, specific, and written so you can find your next step in a single scan.
Most asked
Fast answers, without the maze.
Skim the questions, open what you need. If something still feels unclear, our team reads every email and replies within one business day.
Still need a human?
Write to hello@dermeva.com Monday to Friday, 9am–6pm CET. We aim to reply within one business day, often sooner.
When will my order ship?
Orders placed before 2pm CET are dispatched the same business day from our European warehouse. Standard delivery takes 2–4 business days within the EU, 5–7 business days for the UK and Switzerland, and 7–10 business days for the rest of the world. You'll receive tracking the moment your parcel leaves us.
Can I change or cancel my order after checkout?
We pack quickly, so reach out within one hour of ordering and we'll do our best to catch it in time. Email hello@dermeva.com with your order number and the change you need. Once a parcel is in transit, the simplest path is to start a return after it arrives.
How do returns and exchanges work?
You have 30 days from delivery to return any unopened product for a full refund. Lightly used items can be returned within 14 days if your skin reacted poorly — we'd rather refund you than have a routine that doesn't serve you. Start a return from your account or read the full return policy.
How do I choose the right routine for my skin?
Each product page lists its purpose, key actives, ideal skin type, and where it sits in a routine — morning, evening, or both. If you're between options, our team is happy to build a personal recommendation. Send a few notes about your skin to advice@dermeva.com and we'll write back within one business day.
Are Dermeva products suitable for sensitive skin?
Every formula is fragrance-free, dermatologist-tested, and built around well-tolerated actives at considered concentrations. We avoid known irritants like denatured alcohol and essential oils. If you have a specific sensitivity or condition, check the full ingredient list on the product page or ask us before ordering — we'll be straight with you.
Do you ship internationally?
Yes. We currently ship to all EU countries, the UK, Switzerland, Norway, the United States, Canada, Australia, and most of Asia. Duties and taxes for orders outside the EU are calculated at checkout so there are no surprises on delivery. If your country isn't listed, write to us — we add new regions as demand grows.
How should I store my products?
Keep them upright, away from direct sunlight, and at room temperature. Bathroom shelves are fine, but a bedroom drawer extends shelf life — especially for products with vitamin C or retinoids. Each carton lists a period-after-opening symbol so you know how long the formula stays at peak performance once unsealed.
How do I recycle the packaging?
Bottles are PCR glass, caps and pumps are mono-material recyclable plastic, and outer cartons are FSC-certified card. Rinse, separate, and follow your local recycling stream — full material-by-material guidance lives on our disposal instructions page.