Shipping Policy

Last updated: 7 September 2026

This Shipping Policy describes how PREMIUMDERMALMART prepares and sends Orders, the delivery methods we offer, and the responsibilities that apply when using those services.

Please review this Policy together with our Terms and Conditions and our Refund, Return, Replacement and Cancellation Policy before placing an Order.

Nothing in this Policy removes rights or remedies that cannot legally be restricted. Where an Order includes an express delivery guarantee or a commitment that duties and taxes are included, that commitment remains applicable to the service purchased.

1. Scope of This Shipping Policy

Throughout this Policy, “we”, “us”, “our” and “Seller” mean PREMIUMDERMALMART.

This Policy applies to purchases made through our website and any other authorised PREMIUMDERMALMART sales channel.

The shipping methods, costs and expected delivery periods available for an Order can vary according to factors such as:

• Destination and delivery zone.

• Products and quantities purchased.

• Specific handling requirements.

• Location from which the Order is fulfilled.

• Shipping method selected.

The delivery service displayed during checkout or specifically stated in a written quotation is the service applicable to your Order. Some shipping methods may not be available for every Product or destination.

2. Buyer Eligibility and Destination Requirements

Certain regulated and professional-use Products may only be purchased and received by persons legally permitted to do so.

General skincare and cosmetic Products do not require professional credentials where their classification and applicable law allow ordinary consumer purchase.

Before ordering, you are responsible for determining whether the Products can legally be purchased, imported, possessed and used in the destination country.

Where applicable, you must:

• Confirm that you are legally eligible to purchase and receive the Products.

• Obtain licences, prescriptions, import permits or other approvals that are legally your responsibility.

• Submit correct purchaser, recipient and delivery details.

• Provide documentation reasonably necessary to complete the transaction lawfully.

• Tell us promptly about restrictions that could interfere with delivery.

The presence of a Product on our website, availability of a shipping option, successful payment or Order acceptance does not establish that the Product has regulatory approval in your country.

We may ask for professional registration, company information or other supporting documentation where appropriate.

Where we are legally required to verify eligibility or obtain a prescription before supplying a Product, fulfilment cannot proceed until those requirements have been satisfied.

Our verification does not remove any regulatory responsibilities that apply directly to you.

Where lawful supply or eligibility cannot be confirmed, the Order may be suspended or cancelled under our Terms and Refund Policy.

Nothing in this section transfers our own legal obligations to the Buyer or limits responsibility for a breach attributable to us.

3. Order Confirmation and Processing

After an Order is submitted, we will normally send an email confirming that it has been received.

This automated acknowledgement does not necessarily mean that the Order has been finally accepted. The rules governing contract formation are contained in our Terms and Conditions.

Orders are generally prepared within 1–3 Business Days after:

• Cleared payment has been received.

• Required eligibility verification has been completed.

• Necessary documents and shipping information have been supplied.

• Outstanding stock or Product matters have been resolved.

Processing and shipping transit are separate periods.

Preparation may take longer during sales campaigns, unusually high demand, stock disruptions or similar circumstances.

Specially sourced, customised or other non-standard Orders may also require additional preparation time. Where this is known before purchase, the relevant estimate will be communicated.

If a significant delay develops after we have accepted an Order, we will explain the available options. We will not replace an ordered Product with a materially different item without your agreement.

Where we request information required for fulfilment, please respond promptly to avoid unnecessary delay.

4. Shipping Methods and Delivery Estimates

Available shipping methods vary according to destination and Product. The services available for your purchase will be displayed during checkout or specified in your quotation.

Typical transit periods are:

Delivery type	Service	Estimated transit
Domestic delivery, where available	Standard	3–5 Business Days
Domestic delivery, where available	Express	1–5 Business Days
International delivery	Standard	3–7 Business Days
International delivery, eligible destinations	Express	3–5 Business Days

“Domestic delivery” refers to an Order fulfilled within the destination country. An international shipment that later enters a domestic carrier network does not become a wholly domestic shipment.

These periods are general estimates. Where we provide a specific estimate for your destination and chosen service, that estimate takes precedence.

Unless stated otherwise, transit time begins after Dispatch, and Order-processing time must be added separately.

Business Days generally exclude weekends and relevant public holidays.

Customs examinations, regulatory checks, carrier disruption and other external circumstances can extend delivery times.

Creating a shipping label or changing an Order's status does not necessarily mean that the parcel has physically entered transportation.

An estimated delivery period should not be interpreted as a guaranteed arrival date unless we expressly provide such a guarantee.

Special Logistics includes the additional delivery protection described in Section 7.

5. Shipping Charges

PREMIUMDERMALMART uses flat-rate shipping charges based on the relevant delivery zone, quantity level and selected service.

The amount applicable to your purchase will be displayed before checkout is completed or included in your written quotation.

Shipping prices can differ because of destination, quantity, shipping method, unusually large consignments, or special packaging and handling requirements.

Any shipping charge payable to PREMIUMDERMALMART will be disclosed before purchase. If you later request a change that creates an additional cost, we will obtain your agreement before proceeding.

Whether customs duties, taxes and clearance costs are included depends on the shipping service selected.

6. General Shipping Services

FedEx / DHL — Without Ice

This service is offered only when suitable for the Products and destination concerned.

Products will be prepared using packaging appropriate to their documented requirements. Cooling materials will not be included where they are unnecessary.

Where disclosed before purchase, destination import duties, taxes and customs-clearance charges remain the Buyer's responsibility.

The Buyer must also supply documentation and permissions legally required from them for import clearance.

We will not use a non-cooled shipping method where doing so would conflict with documented transportation requirements for the Product.

FedEx / DHL — With Ice

Where appropriate and available, Products may be shipped using insulated packaging and cooling materials.

Preparation will take account of the documented transportation requirements applicable to the specific Products.

Unless the selected service states otherwise, disclosed destination duties, import taxes and clearance expenses remain payable by the Buyer, who must also provide legally required documentation or permissions.

Whether an ice pack remains frozen when delivered does not, on its own, determine whether a Product is suitable for use.

Other Shipping Zones

Where another general shipping method applies, the relevant carrier or service, cost and estimated delivery period will be shown during checkout or confirmed to you in writing.

Unless expressly included in the purchased service, applicable destination duties, taxes and customs-clearance charges remain the Buyer's responsibility.

General shipping methods do not include the additional guarantee associated with Special Logistics unless expressly stated.

However, our responsibility for an Order does not automatically end when we give a parcel to a carrier selected by us. Delivery, risk and available remedies continue to be determined by this Policy, our Terms and applicable law.

7. Special Logistics — Guaranteed Delivery

Special Logistics is offered for certain Products and destinations.

The price of this service includes:

• The agreed transportation and delivery arrangements.

• Customs-clearance services.

• Applicable import duties and taxes.

• The delivery protection described below.

A Special Logistics shipment may travel through a logistics hub or regional facility before being transferred for final delivery.

You may still be required to provide accurate recipient details, identification or legally necessary documentation. The inclusive nature of this service does not remove eligibility, regulatory or import requirements applicable to the Buyer.

Delivery Guarantee

Where delivery fails for a reason covered by the Special Logistics guarantee, we will arrange another shipment without charging additional shipping costs.

The guarantee does not cover a failure directly caused by incorrect information supplied by the Buyer, unjustified refusal, failure to collect the parcel, or failure to satisfy a legal obligation that applies to the Buyer.

A customs-related problem is not automatically excluded from the guarantee. We will consider why the failure occurred and apply the guarantee where the circumstances fall within our service commitment.

If Replacement Delivery Also Fails

If the replacement shipment cannot successfully be delivered, we will refund the price paid for the undelivered Products together with the portion of the shipping charge attributable to them.

Where another lawful and reasonably practical shipment cannot be arranged, we will issue the applicable refund without requiring an unnecessary replacement attempt.

If the entire Order remains undelivered, the refund will include the full shipping fee paid for that Order.

We will not require repeated unsuccessful delivery attempts or prolong a refund beyond an applicable legal deadline merely because an investigation remains open.

Duties or Charges Requested Separately

If a carrier or authority asks you to pay a duty, tax or clearance expense that should already be covered by Special Logistics, contact us promptly and provide the payment request together with the tracking reference.

If you have already paid the charge, also provide evidence of payment.

Once verified, we will arrange payment or reimbursement of the covered amount. You will not be required to pay the same included charge twice.

Special Logistics guarantees the remedy described in this section. It does not guarantee delivery on a specific calendar date unless a separate date-specific guarantee has been expressly agreed in writing.

8. Fulfilment Locations and Split Deliveries

Products may be shipped from facilities located in South Korea or other locations relevant to the Order.

Depending on stock, Products and destination, an Order may:

• Leave from multiple fulfilment locations.

• Pass through a regional logistics facility.

• Be divided into separate parcels.

• Use different carriers at different stages.

• Have multiple tracking numbers.

Individual parcels belonging to the same Order may therefore arrive on different days.

Relevant tracking and shipment information will be provided as it becomes available.

If we choose to divide an accepted Order into separate shipments, we will not impose additional shipping charges solely because of that decision unless you agree.

Using fulfilment providers or logistics partners does not remove our contractual or legal responsibilities.

9. Packaging and Temperature-Sensitive Products

Products must be packaged and transported according to their documented requirements.

Depending on the Product, protection may include cartons, cushioning, insulation, cooling materials or other appropriate measures.

Cooling packs can melt during transportation.

A melted cooling pack does not automatically mean that the Product has been damaged. Equally, its condition cannot by itself establish that the Product remains suitable for use.

Where transportation conditions are questioned, we may consider evidence including:

• The Product's documented transport and storage requirements.

• Available shipping information.

• Length of transit.

• Available temperature information.

• Relevant manufacturer guidance.

The use of insulated packaging alone will not be treated as proof that required temperature conditions were maintained throughout transportation.

After delivery, Products should be placed under the storage conditions stated on their labelling as soon as reasonably possible.

Where a temperature problem is suspected, keep the affected Products apart from usable inventory, maintain the labelled storage conditions, contact us promptly, retain relevant packaging or evidence where practicable, and do not use or distribute the Products until their suitability has been determined.

Nothing in this section removes responsibility for inappropriate transportation arrangements or Products that arrive compromised.

10. Dispatch and Tracking

Tracking information will be provided when it becomes available from the relevant logistics provider.

For consolidated shipments or deliveries moving through regional hubs, tracking may operate differently from a direct courier shipment.

The first scan may appear some time after initial Dispatch, a separate local tracking number may be generated after transfer to the final carrier, tracking numbers may change during the journey, and updates may temporarily stop during international transit or customs processing.

An absence of immediate tracking activity does not necessarily establish that a parcel has not moved. Likewise, creation of a tracking number does not by itself prove that physical Dispatch has occurred.

If tracking appears unusually delayed or unclear, contact us with your Order number and we will reasonably assist with investigating the shipment.

Customers should respond to legitimate requests from local delivery providers while remaining free to contact us for assistance.

11. Delivery Details and Recipient Responsibilities

Before completing your purchase, make sure the delivery information includes:

• Correct recipient or business name.

• Complete street address.

• Building, apartment, unit or floor information where necessary.

• Correct postal code, city and country.

• Current telephone number and email address.

• Any essential access or delivery instructions.

The person receiving the parcel must also be legally permitted to receive the Products.

If an address correction is required, contact us immediately.

Requested changes depend on whether they remain operationally possible and whether the carrier accepts them. An address change is not confirmed until we notify you that it has been accepted.

Any additional fee resulting from a requested change will be explained before the change is made.

Please arrange for an appropriate person to receive the parcel and ensure Products requiring particular storage conditions are handled promptly.

Where a carrier reasonably requests collection, documentation or another necessary action, the recipient should respond within the specified period.

12. Failed Delivery, Refused Parcels and Non-Collection

Delivery can fail for reasons including inaccurate addresses, recipient absence, access problems, failure to collect a parcel or refusal of delivery.

When this happens, we may consider the carrier's records, whether reasonable delivery or collection opportunities were provided, whether appropriate notice reached the Buyer, why delivery was refused or missed, the selected shipping method, and applicable contractual and statutory rights.

Where the Buyer's actions directly create additional costs, reasonable and documented expenses may be charged where legally permitted.

Any proposed redelivery, storage or return charges will be explained.

Simply refusing a parcel does not automatically constitute a valid cancellation or statutory withdrawal. If you intend to cancel or withdraw, contact us directly and clearly communicate that decision.

Where refusal is reasonably justified because the shipment is incorrect or appears seriously damaged, it will not automatically be treated as a Buyer-caused failure.

13. Customs and Import Clearance

Customs authorities can inspect shipments, request documentation, delay clearance or refuse entry.

Before purchasing, Buyers must determine which Product-specific requirements apply and obtain permits or permissions that are legally their responsibility.

You must provide accurate information and cooperate with legitimate customs requirements applicable to you.

PREMIUMDERMALMART remains responsible for requirements legally imposed upon us and for the shipping service that we expressly agreed to provide.

Customs declarations and supporting records must accurately describe the shipment, and any importer-of-record arrangement must reflect the genuine transaction and applicable law.

Shipping Fees, Duties and Taxes

The shipping fee paid to PREMIUMDERMALMART covers the shipping service selected.

Government import duties and taxes are separate from our shipping fee unless the purchased service expressly includes them.

These amounts may be collected directly by customs authorities or by a courier or customs broker acting in connection with clearance. A carrier or broker may also impose separate processing or clearance fees.

PREMIUMDERMALMART does not determine government tax or import-duty rates.

For shipping services where import charges are not included, you agree to pay applicable duties, taxes and disclosed clearance expenses that are legally your responsibility.

Such payments should be made only through the official channels of the requesting authority, courier or broker.

Failure to pay a valid import charge may result in customs delays, return of the parcel or another action by the authorities. Any resulting costs or remedies will be considered under this Shipping Policy, our Refund Policy and applicable law.

For Special Logistics, applicable customs-clearance costs, import duties and taxes are included in the service price and covered by us.

If you receive a request to pay a charge that should be included under Special Logistics, contact us with the notice and tracking information so that we can arrange payment or reimburse a verified covered expense.

If you are uncertain whether a payment request is legitimate or included in your shipping service, contact us before making payment.

Responsibility for unusual additional expenses depends on their cause, the Contract and applicable law. Storage, penalties or destruction charges will not automatically be transferred to the Buyer regardless of who caused them.

14. Customs Refusal, Seizure and Returned Shipments

If customs refuses, holds, seizes or returns a shipment, contact us promptly and provide the relevant notice.

We will consider:

• The reason given by the authority.

• Required permissions and documentation.

• Whether either party failed to fulfil an applicable obligation.

• Whether lawful recovery or reshipment is possible.

• The shipping service purchased and any applicable guarantee.

• Remedies required under applicable law.

A customs problem does not automatically mean that the Buyer receives a full refund or loses the entire payment.

For Special Logistics shipments, Section 7 applies where the guarantee conditions are satisfied. Other shipping methods will be assessed under the Contract and applicable law.

Where the problem resulted directly from inaccurate information or missing permissions that were the Buyer's responsibility, documented and legally recoverable costs may affect the refund.

We will not attempt to resend Products through an unlawful route or require repeated unsuccessful attempts where a refund has become due.

Refusal to Pay Import Charges

Where import costs are expressly excluded from the selected shipping method, the Buyer is responsible for valid duties, taxes and disclosed clearance expenses applicable to them.

If delivery fails because the Buyer refuses or fails to pay such charges, we are not responsible for the resulting failure to the extent that the Buyer's non-payment caused it.

Free reshipment is not included for such a failure.

Where permitted, the Buyer may also be responsible for reasonable and documented storage, return, clearance or redelivery expenses directly resulting from their failure.

Refusing an import charge does not automatically cancel the Order or create an entitlement to reimbursement.

Customer-Caused Returns

Where a shipment is returned because of unpaid import charges, incorrect delivery details, unjustified refusal or non-collection, any discretionary refund will generally be assessed after the parcel has physically arrived at our designated return facility and has been inspected.

A tracking update such as “return to sender” does not mean that PREMIUMDERMALMART has actually recovered the Products.

Receiving a returned parcel also does not automatically establish a refund entitlement.

We may assess the Products recovered, their quantities and condition, seal integrity, remaining shelf life, applicable storage and transportation conditions, eligibility under our Refund Policy, and any documented deductions legally permitted.

Where a customer-caused return is never recovered because, for example, it is abandoned or destroyed, no discretionary refund is available under this provision.

These provisions do not restrict mandatory refund rights, responsibility for our own breach or the Special Logistics guarantee. Where applicable statutory withdrawal rules permit reimbursement based on proof that Products were returned, we will not impose physical receipt and inspection as additional requirements.

15. Lost Parcels and Delivery Disputes

Please contact us where:

• Tracking has stopped progressing beyond the expected delivery period.

• The carrier identifies the parcel as lost.

• Tracking shows delivery but the parcel has not been received.

• Only part of the expected shipment has arrived.

Where appropriate, first check with authorised recipients, reception staff or any designated collection point.

We may request reasonable information necessary to investigate and may obtain proof of delivery from the carrier.

A carrier's delivery scan will not automatically be treated as conclusive proof of receipt where there is a genuine delivery dispute.

Where responsibility for an undelivered parcel remains with us, we will provide the remedy required by the Contract, applicable shipping guarantee and law.

A carrier investigation cannot be used to extend mandatory deadlines for providing a remedy.

16. Damaged, Incorrect or Missing Products

Please inspect your parcel and its contents as soon as reasonably possible after delivery.

Visible damage, missing items or incorrect Products should be reported within 14 calendar days after Delivery in accordance with our Refund Policy.

This reporting period does not remove longer mandatory rights or valid Claims involving defects that could not reasonably have been identified immediately.

Where reasonably possible, please provide:

• Order number.

• Product concerned and quantity.

• Photographs showing the parcel, shipping label and Products.

• Batch or lot information.

• A description of the issue.

An unboxing video can be useful when reviewing a Claim but is not automatically required to obtain a remedy.

Products suspected of being compromised should not be used or distributed. Keep appropriate evidence and follow the Claim procedure contained in our Refund Policy.

17. Delivery, Risk and Ownership

Subject to mandatory law, responsibility for accidental loss or damage generally transfers when the Products are physically delivered to you or a recipient designated by you.

Giving the shipment to a carrier chosen by PREMIUMDERMALMART does not, by itself, constitute delivery to the Buyer.

Different rules may apply where a Consumer independently appoints a carrier, in which case applicable law governs the arrangement.

Ownership of Products is addressed in our Terms and Conditions.

Transfer of risk does not remove rights concerning defects or non-conformity that already existed when the Products were delivered.

18. Circumstances Beyond Reasonable Control

Shipping may be affected by circumstances such as severe weather, natural disasters, transport interruptions, industrial action, government restrictions, customs or regulatory intervention, or widespread failures affecting carriers or infrastructure.

Where such circumstances materially affect an Order, we will take reasonable measures to minimise the impact and communicate relevant changes.

Expected delivery dates may need to be adjusted, but applicable rights concerning excessive delay or failed delivery remain available.

This provision does not permit us to retain payment indefinitely for an Order that cannot be delivered or to disregard an express delivery guarantee.

19. Cancellations, Returns and Refunds

Cancellation, refund, return, replacement and reshipment requests are governed by our Refund, Return, Replacement and Cancellation Policy.

In particular:

• Contact us promptly if you want to stop an Order before Dispatch.

• Where a statutory right of withdrawal exists, it does not depend on our discretionary permission.

• Obtain the appropriate return instructions before sending Products back.

• Voluntary change-of-mind returns are limited to eligible general cosmetics and skincare Products under our Refund Policy.

• Botulinum toxin Products, dermal fillers and other excluded injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns.

• Exclusion from voluntary returns does not remove statutory rights or remedies relating to defective Products.

The Special Logistics protection described in Section 7 remains part of the Contract when that service has been purchased.

Customer-caused returns remain subject to Section 14, including its exceptions concerning mandatory rights and applicable guarantees.

20. Changes to This Shipping Policy

The Shipping Policy in effect when an Order is placed will apply to that Order unless a later change is legally required or expressly agreed with you.

Revisions will apply to future transactions and will display an updated publication date.

A later revision cannot retrospectively remove a shipping service, included charge or delivery guarantee already agreed for an accepted Order.

21. Contact Us

For questions concerning shipping, tracking or delivery issues, contact:

Email: info@premiumdermalmart.com
Phone / WhatsApp: +372 5360 2282

Where available, include your Order number and tracking reference so that we can assist you efficiently.

Please contact us for the correct return instructions and return address before sending Products back. A PREMIUMDERMALMART office, supplier address or dispatch facility should not automatically be treated as an authorised return location.