FAQ
Frequently Asked Questions
Shipping & Delivery
How long does shipping take?
Orders are typically processed within 1–3 business days. After processing, delivery usually takes 7–15 business days, depending on your destination and shipping method.
Please note that delivery times are estimates and may vary due to customs, holidays, carrier delays, or other circumstances outside our control.
Do you ship internationally?
Yes! We offer international shipping to selected countries worldwide.
Available shipping options and costs are calculated and displayed at checkout based on your delivery address.
How can I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking number, when tracking is available.
Please allow up to 48 hours for tracking information to become active.
What if my order hasn't arrived yet?
If your order hasn't arrived within the estimated delivery window, please contact us at support@derelora.com with your order number.
We'll look into the shipment and help you with the next steps.
Will I have to pay customs or import fees?
International orders may be subject to customs duties, import taxes, or other fees depending on your country.
Any applicable customs duties, taxes, or import fees are generally the responsibility of the customer unless otherwise stated at checkout.
Returns & Refunds
What is your return policy?
We accept eligible returns within 30 days of delivery for unopened and unused products.
Please contact us at support@derelora.com before sending anything back so we can guide you through the return process.
Certain products may not be eligible for return for hygiene or safety reasons once opened. Please see our Return & Refund Policy for full details.
How do I request a refund?
Email us at support@derelora.com with your order number and the reason for your return.
Once the returned item has been received and inspected, eligible refunds are generally processed within 5–7 business days.
Refunds are issued to the original payment method.
Do you offer exchanges?
If you receive a defective, damaged, or incorrect item, please contact us at support@derelora.com within 7 days of delivery.
We'll review the issue and, where appropriate, arrange a replacement or another suitable resolution.
Products
Are your products suitable for sensitive skin?
Some of our products are designed with sensitive or blemish-prone skin in mind. However, everyone's skin is different.
We recommend checking the individual product description, ingredients, and usage instructions before purchasing or using a product.
If you have sensitive skin, we recommend performing a patch test before applying a new product more broadly.
How do I know which product is right for me?
Each product page provides information about the product's intended use, features, ingredients, and suitable skin types or concerns where applicable.
If you're unsure which product may be right for you, contact us at support@derelora.com and we'll be happy to help.
Where are your products made or sourced?
Our products are carefully selected from trusted suppliers and manufacturers.
Product-specific information, including ingredients, materials, and country of origin where available, can be found on the relevant product page or product packaging.
Orders & Payment
What payment methods do you accept?
We accept PayPal and major credit and debit cards, along with any additional payment methods available at checkout.
Available payment methods may vary depending on your location.
Can I change or cancel my order?
If you need to change or cancel your order, contact us as soon as possible at support@derelora.com.
We can only make changes or cancel an order before it has entered processing or been shipped. Once an order has entered processing or has been dispatched, changes may no longer be possible.
Is my payment information secure?
Yes. Payments are processed through secure payment providers.
Derelora does not directly store your full payment card details.
Contact
How can I reach customer support?
You can contact us anytime at:
We typically respond within 24–48 hours on business days.
For faster assistance, please include your order number and a brief description of your question or issue.