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FAQs

 

Q: Are the products authentic and where are they produced?

A: All products are 100% authentic and CE marked. The products are produced in and coming from the European Community.

 

Q: How can you sell the products so cheap?

A: We have been in the business for several years and have many clinics around the world as customers. We buy big volumes both from manufacturers and distributors and we can therefore sell the products to extremely competitive prices.

 

Q: What is Parallel Imports (PI)?

A: Parallel imports refer to authentic non-counterfeit products imported primarily from intermediaries. The products are genuine (as distinct from counterfeit goods) since they have been manufactured by or for, under license, from the brand owner. Within the EU there is a free market where the prices for goods and services are determined by the open market and customers.

 

Q: Do I need to create an account to place an order?

A: Yes you need to create an account to place an order with us. 

 

Q: I'm a private person and I don't have a company - can I place an order?

A: Unfortunately not - we only sell to companies.

 

Q: Why do I need to wait up to 24 hours to have my account approved?

A: We, as a professional provider of aesthetic medical devices, have a responsibility to secure that we only supply aesthetic medical devices to professionals; hereunder aesthetic clinics, hospitals and wholesalers within the aesthetic field.

 

Q: What if I change details on my account?

A: If you change any details on your already approved account we will, within 24 working hours, re-evaluate your updated details and return with a new approval if your company still complies with our account policies.

 

Q: I have forgotten my password - what should I do?

A: Please contact customer service: Contact us here - Please note you can only have one account per customer. If you create more accounts, we will decline them.

 

Q: Can I cancel products on my order?

A: After an order has been placed, the order is binding for the customer unless Direct Derma Supplies cannot dispatch the products within 6 working days after receiving the order. In the case that Direct Derma Supplies cannot ship the products within 6 working days, you will be notified and have the choice to cancel the order.

 

Q: Can I add products to my existing order?

A: It is unfortunately not possible to add products to an existing order. You have to place a new separate order.

 

Q: Why do I have to key in a VAT number (Within EU only)?

A: It is a requirement that all companies within the EU have a valid VAT number to place an order. Hereby, the order will be VAT excluded. Please note that it is not possible to add VAT manually to an order. Countries outside the EU can place orders without a VAT number as long as the shipping of the order goes outside the EU. Read more about VAT here

 

Q: I don't have a VAT number - can I use my tax number? (Within EU only)

A: You can unfortunately not use a tax number - personal or company. We can only approve your account if you have a valid international VAT number. Read more about VAT here

 

Q: What currency are your prices in?

A: All prices are in EURO € (EUR).

 

Q: Do you work with price lists?

A: We unfortunately don't work with price lists. You can find all prices and discounts on our site.

 

Q: Do you offer additional discount when buying big volume?

A: We unfortunately don't offer additional discount. You can find all prices and discounts on our site.

 

Q: Which payment methods does Direct Derma Supplies accept?

A: We accept Visa, MasterCard & Maestro. For the moment, we unfortunately don't accept PayPal. Please contact us regarding bank transfers. A handling fee will be added when paying via bank.

 

Q: When will you withdraw money from my credit card?

A: Please note, payment is only debited from your card at time of dispatch. Some credit card companies allocate the amount on your account as soon as you have placed the order, but we will not withdraw the amount from your credit card until after dispatch.

 

Q: Why have you charged the amount on my credit card when you have not shipped my order yet?

A: Please note, once you place an order, the amount will be shown as "pending" on your bank account. Once we ship the order, we will withdraw the amount from your credit card. If we cancel the order and the payment, please allow approx. 5-10 working days before your bank approves the cancellation and the amount will simply disappear from your account.

 

Q: Do you offer payment security?

A: To give you even more confidence in shopping online with Direct Derma Supplies, we use 3-D security programs Verified by Visa or Mastercard SecureCode. This service protects your existing credit card account from unauthorised use when you shop with us. Read more about payment here

 

Q: How much duties and taxes will I have to pay?

A: All prices displayed are exclusive any domestic taxes and duties. So once your order arrives at its destination you may, as the importer, be required by your local authorities to pay all import duties, customs and local sales taxes levied by the country you are importing to - in order to release your order from customs. This is the responsibility of the importer and we recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

Please note, if you place an order within the EU you do not pay taxes and duties as long as you have a valid VAT number. Read more about VAT here

 

Q: My package has been suspended in custom duties - what can I do?

A: Please note, it is the responsibility of the importer (Customer) to know the rules and regulations of a country. If a package is stopped in customs, we advise you to contact your local customs office and either try to have the package released or reject it and have it resend to us. Once we receive the returned package, we will either resend the package or refund the amount of the products.

 

Q: When is customer service & the live chat open?

A: Please contact us by email or via our live chat from Monday to Friday: 09:00AM to 16:30PM (CET). Our email: Contact us here

 

Q: How often do you ship?

A: We ship daily from Monday to Friday. Orders received in weekends will be shipped the first following working day. Orders for North America, China and Russia are shipped every Monday, Tuesday & Thursday.

 

Q: Which countries does Direct Derma Supplies ship to?

A: We ship to most countries world wide. When creating an account, you can see if we ship to your country. If the country does not appear on the list please contact our customer service: Contact us here

Please note we do not ship to Scandinavia: Denmark, Sweden & Norway.

 

Q: Which courier company do you use to ship the order?

A: We use DHL Express and all shipments are shipped with Express service so they arrive within 1-3 days from date of dispatch. Concerning orders for North America, China and Russia we use EMS/Postal service. The delivery time to North America, China and Russia is between 4-8 working days and we provide our customers with a tracking number.

 

Q: How much does shipping cost?

A: Shipping cost will be calculated specifically according to the weight and volume of the package for your desired shipping destination. The shipping cost will be visible on your order when you check out and before you confirm the order.

  

Q: How can I track my order and is the package insured?

A: Same day as we ship your order, you will receive a tracking number enabling you to follow your consignment online from departure of our warehouse till arrival at your desired destination. All purchases are insured against theft and accidental damage whilst in transit from Direct Derma Supplies to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.

 

Q: My package is delayed - what can I do?

A: The maximum delivery time is thirty (30) working days, as established by law. However, it is very unusual that a delivery will take more than 1-3 working days in Europe and 4-8 working days in North America, China and Russia. If a package is delayed or miss a scan we will open a case at our forwarders but we cannot resend or refund a package until after the thirty (30) working days.

 

Q: Can I pick-up my order in your warehouse?

A: It is unfortunately not possible to pick-up orders in our warehouse in Copenhagen.

 

Q: Can I return or exchange an item?

A: Yes you can return within 8 working days, as long as the reason falls under one of the following conditions: The product contains manufacturing defects, the product was damaged upon arrival or the wrong product was delivered.

Please contact our customer service before returning the products: Contact us here

 

Q: Will I be refunded the full value of my order?

A: Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 29 working days to show on your account due to varying processing times between payment providers. Contact your bank if you need to speed up the process.

 

Customer service:

Email: Contact us here 

Phone: +45 3343 6301