Contact Us – DermaLift

Derma Lift Official

Contact Us

We’re here to help.

Whether you have a question about DermaLift™, need support with an existing order or would like help using your device, our Customer Support Team will be happy to assist you.

Customer Support

Email: contact@dermalift.uk
Telephone: +44 20 7946 0825

Opening hours:
Monday to Friday
9:00am to 5:00pm
Excluding UK bank holidays

We aim to respond to all enquiries within [RESPONSE TIME] working days. During busy promotional periods, responses may take slightly longer.

Before Contacting Us

To help us resolve your enquiry as quickly as possible, please include:

Your full name
Your order number
The email address used when placing your order
A clear description of your enquiry
Photographs or videos where relevant

Please avoid sending multiple messages about the same enquiry, as this may delay our response.

Order Support

For help with an existing order, please include your order number in your message.

Our team can assist with:

Order confirmation
Delivery updates
Tracking information
Incorrect delivery details
Missing items
Damaged or faulty products
Returns and refunds
Product-use questions

Tracking Your Order

Once your order has been dispatched, you will receive a confirmation email containing your tracking information.

You can also use the Track My Order page on our website.

Please allow time for the courier’s tracking system to update after your order has been dispatched.

If your tracking information has not updated for several working days, contact us with your order number so that our team can investigate.

Changing or Cancelling an Order

We begin processing orders as quickly as possible.

If you need to change or cancel your order, contact us immediately at contact@dermalift.uk.

Please include:

Your order number
The requested change
Your full delivery address

We cannot guarantee that an order can be changed or cancelled once it has entered processing or has already been dispatched.

If your order has already been dispatched, you may need to follow our standard returns process after delivery.

Incorrect Delivery Information

Customers are responsible for checking that all delivery information is correct before completing their purchase.

If you notice an error in your delivery address, contact us immediately.

We will make every reasonable effort to update your details before dispatch. However, we cannot guarantee changes once an order has been processed.

DermaLift™ cannot be held responsible for delays, failed deliveries or additional charges caused by incomplete or incorrect delivery information supplied at checkout.

Missing, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, faulty, missing or incorrect, contact us as soon as possible and provide:

Your order number
A description of the issue
Clear photographs of the product
Clear photographs of the packaging
A video showing the fault, where applicable

Please do not dispose of the product or its packaging until our team has reviewed your enquiry.

Where appropriate, we may offer troubleshooting assistance, a replacement, a refund or another suitable resolution in line with our Returns & Refunds Policy and your statutory rights.

Returns and Refunds

For information about eligibility, return instructions and refund processing, please visit our Returns & Refunds Policy.

Before returning any product, contact our Customer Support Team.

Products returned without first contacting us may take longer to identify and process.

Do not send returns to our registered office unless our support team has specifically instructed you to do so.

Product Support

Need help using your DermaLift™ device?

Our team can assist with:

Charging the device
Selecting LIFT, TIGHTEN or INFUSE Mode
Applying conductive gel
Understanding the device controls
Building DermaLift™ into your skincare routine
General care and maintenance
Troubleshooting

For faster assistance, include a photograph or short video showing the issue.

Always read the User Guide before using your DermaLift™ device.

Conductive Gel and Skincare Products

DermaLift™ should be used according to the instructions provided with your device.

The included conductive gel is designed to help the device glide comfortably across the skin and maintain suitable contact during use.

For questions about using the device alongside your existing skincare routine, contact our support team or consult the User Guide.

Discontinue use if you experience unexpected discomfort or irritation.

Warranty Support

DermaLift™ devices include a 2-Year Warranty, subject to the terms and exclusions stated in our Warranty Policy or product documentation.

For warranty support, contact us with:

Your order number
The date of purchase
A description of the fault
Supporting photographs or video

Warranty cover does not normally include accidental damage, misuse, improper storage, unauthorised repairs or normal cosmetic wear.

Your warranty is provided in addition to any rights available to you under applicable UK consumer law.

Payment and Checkout Support

Our website uses secure payment processing.

DermaLift™ does not receive or store your complete card details directly.

If a payment has been declined, please check:

Your billing information
Your card details
Your available balance
Any restrictions placed by your bank
Whether your card is authorised for online transactions

For security reasons, we cannot contact your bank or payment provider on your behalf.

If you notice an unfamiliar charge associated with DermaLift™, contact us with the date and amount of the transaction. Do not send your full card number or security code by email.

Complaints

We take customer concerns seriously.

To submit a formal complaint, email contact@dermalift.uk and include:

Your full name
Your order number, where applicable
A clear description of your complaint
Details of any previous communication
The resolution you are seeking

Your complaint will be reviewed by our Customer Support Team.

We will make every reasonable effort to investigate and respond fairly.

Privacy and Personal Information

Any personal information you provide when contacting us will be handled in accordance with our Privacy Policy.

Please do not send sensitive payment information by email, including:

Your full card number
Your card security code
Online banking passwords
Account passwords

Our team will never ask you to provide your password or complete card security details.

Accessibility

We want our customer support to be accessible.

If you require assistance in a different format or need reasonable support when communicating with us, please explain what you need when contacting our team.

We will make reasonable efforts to assist.