Frequently Asked Questions

Where Is My Order?

After your order is shipped, your tracking number, if available, will be displayed. To track your order via the carrier's website, you may click on the tracking number to view the delivery status of your order. Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped. For time sensitive requests, such as order cancellations or address changes, please use the Contact Us form or email Info@dermaloch.com

What Payment Do You Accept?

Payments are processed by our secure payment partner, Paypal. We therefore accept the major card issuers as a form of payment. You DO NOT require a Paypal account to use this service and customers can simple click "checkout as guest" when prompted on the payment processing page.

How Do I Change Or Cancel My Order?

Occasionally, orders or parts of an order are not accepted or are cancelled by our system for various reasons. Some reasons are: Item(s) not available Difficulty in processing payment information Cannot deliver to address provided Duplicate order was placed If your order is not accepted or is cancelled by us, you will receive an email to explain the reason. Your original payment method will be refunded for the appropriate amount. If you wish to change or cancel your order prior to dispatch please contact us with your order number, to discuss what practical options are available to you. Please note as we generally process orders very quickly it may not be possible to prevent your order from being dispatched, we will however endeavor to do our best to assist you.

How Do I Return An Item?

We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our Store Policy Terms and Conditions for Online Product Sales. If you made your purchase through a partnered retail location, such as a department store or airport, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Creme Du Loch website, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.

I Can't Find The Answer I'm Looking For!

Please contact us at Info@dermaloch.com and we will be happy to assist you.

Does the Age-Defying Daily Moisturiser have a scent?

Our award winning crème was purposefully created to be artifical fragrance free. With many artificial fragrances being alcohol based, a known stimulant to the ageing process. Yet the unique combination of nutrient rich oils we use creates a mild, fresh cucumber aroma with floral undertones. We use 100% natural oil extracts as these have the most profound health benefits. Cucumber oil is found to have great skin health properties. This oil helps keep the skin's protective barrier strong and helps improve firmness and elasticity. Many lower market alternatives use a synthetic scent, producing an ineffective and counter-beneficial product. We use the true natural extracts only. Your skin deserves nothing less!