Product Information:

• How soon will I start seeing results from using LUMADERM products?
  
  Some people see results the first time they use the products, and everyone tells us that their skin feels different straight away. The skin feels, clean, smooth, hydrated, and reflects a new level of health that"s visibly noticeable. If the skin has more advanced long-term needs, such as treatment of skin ageing, acne or hyperpigmentation caused by hormonal fluctuations or sun damage, results may not be immediately visible; however, skin health will continue to improve as you follow the advice of your professional skin therapist, based on your prescription and your home care regimen.
  
  

• What are the long-term benefits of using LUMADERM products?
  Plain and simple – healthy skin. Dermalogica uses ingredients designed to help keep skin at an optimal level of health – not just cover up with cosmetic results. But don't get us wrong: a benefit of healthy skin is skin that looks its best! In addition, when the skin is at an optimal level of health, your professional skin therapist can more effectively address issues that may arise from time to time, as your skin's needs are constantly changing.
  
  

• Where are LUMADERM products made?
  
  We are proud to make all our products in South Africa. It is tailored specifically to South African skin, climate, and lifestyle.
  
  

General Information:

• I have just heard of LUMADERM, when was it founded?
  
  Dermalogica's story starts in 1983, when skin therapist Jane Wurwand founded The International Dermal Institute, a postgraduate training and research facility designed to bring a new era of professionalism and results to an industry that had become obsessed with pampering, shallow beauty and miracle claims. The International Dermal Institute now has 90 training centres in the United States, United Kingdom, Ireland, Canada, Germany, Australia and New Zealand and trains over 100,000 skin therapists every year. IDI also continues to serve as the research arm of Dermalogica, and is a critical component of our product development, product testing and education curriculum. Jane then founded Dermalogica in 1986 to bring a new generation of skin therapists the type of results-oriented, no-nonsense products that their clients demanded. From day one, our formulas raised eyebrows in the industry – not only for the cutting-edge ingredients we used but also for common ones we omitted. To this day, Dermalogica products shun the industry norm of using cheap chemicals like Mineral Oil, Lanolin, S.D. Alcohol, artificial fragrances and colours – and our packaging has remained simple and sustainable.
  
  

• Does LUMADERM test on animals?
  
  No, we do not engage in animal testing, nor do our formulas contain animal-derived ingredients. We are recognized as cruelty-free by Leaping Bunny and PETA (People for the Ethical Treatment of Animals). Further, we have been recognized by the RSPO (Roundtable of Sustainable Palm Oil) for sourcing palm oil in a manner that does not negatively impact local wildlife.
  
  
  

• What can I do if I suspect an unauthorised account is selling LUMADERM products?
  
  Dermalogica takes an active stand against product diversion. If you suspect an unauthorised skin treatment centre, salon or spa is retailing Dermalogica products, do not confront anyone within the business. Do your part by letting us know on our contact us page. We greatly appreciate your help in taking a proactive stand against those not authorised to retail Dermalogica products.
  
  

• I would like to join the LUMADERM family, how do I become an agent or stockist?
  
  Certified professionals interested in more information about carrying the Dermalogica skin care system should contact our head office on 011 268 0018 or complete the form to enquire and you will be contacted by one of our business consultants.
  
  

• Where can I find product ingredient listings?
  
  Ingredient listings can be found on each of our products and on our shop page.

Account & Order Information:

• Can I be sent samples before I purchase?
  
  LUMADERM is a results orientated skin care line and as a brand that believes in the power of a skin care professional, the range is best used under the guidance of a professional skin therapist. We know that great results can be achieved by using the appropriately prescribed products for your individual skin concerns and for this reason we do not send LUMADERM samples out to our online customers, as we cannot physically see the skin and determine the correct product recommendation.

• What forms of payment can I use?
  
  We currently accept YOCO payments via Credit and Debit card payments with active 3D secure credentials, as well as EFT Secure, and Apple Pay. If you are unsure whether your card is 3D secured, contact your bank for more information.
  
  

• My payment has been refused. What can I do?
  
  Online payments are authorised by YOCO Payments. We are unable to process an order without a successful payment. Please contact your card issuer if you have any queries regarding a rejected payment.
  
  

• Will I receive confirmation of my orders?
  
  Yes, you will receive an e-mail confirmation generated immediately upon successful order submission. If you suspect that there has been an error, or if you have not received electronic confirmation, please log a query on the Contact Us page, stating your order number or other information that will assist us to search on our system.
  
  

• Can I place an order for delivery outside of South Africa?
  
  Unfortunately, we do not ship goods outside of South Africa.
  
  

• Can I claim VAT back on my purchase made online?
  
  Unfortunately, we do not supply tax-free forms, we recommend looking at the SARS website for further advice.
  
  

• Can I change my shipping address on my order once I have placed it?
  
  Yes, please email admin@lumaderm.co.za so we may update this for you.
  
  

• Can I cancel my order before it is despatched?
  
  Unfortunately the order will be seen as final after payment is received
  
  

• What if I need help or have a technical issue?
  
  If you have a question not addressed by this FAQ, please send us an email to admin@lumaderm.co.za
  
  

• How long will my order take to deliver?
  
  The delivery time is between 5 to 7 working days. We reserve the right to change our lead times over high volume periods such as Black Friday and Christmas week to 7-14 working days.
  
  

• How do I track my order?
  Once your order has been successfully placed, it will go through processing and packing, then handed over to The Courier Guy couriers for delivery. Once with The Courier Guy, you will receive notifications via sms and you may follow the The Courier Guy link to track the journey of your order.
  
  

• I forgot to add few items to my delivery order, is it possible to add more items to a completed order?
  
  Unfortunately not. You will need to place another order.