FAQs

I have just recently started using products with active ingredients, how should I start applying it?

When starting new skincare products, first patch test (preferably behind the ear) to ensure that you do not experience any adverse reactions to the product. If the patch test is successful, you may apply the product following our product instructions (please find instructions on the product packaging or on our website under Products – Directions).

If you initially experience sensitivity, try applying your moisturiser first followed by the new product to build tolerance to the active ingredients. Depending on the active ingredient, introduce the new product to your routine gradually, by applying only twice a week increasing application weekly.

I can’t get my product to dispense. What should I do?

All of our products are packaged in airless containers to keep the formulas stable, fresh and hygienic. You may have to pump it multiple times before the first use to get the product flowing. If you have pumped the dispenser repeatedly and it is still not dispensing, it may have a faulty component. Please email orders@dermaetal.com to let us know what happened and if we cannot help you fix it, we will initiate an exchange and send you a product that works.

Can I experience irritation with your products?

Our products are carefully formulated with sensitive skin in mind. Many hours of consideration has gone into formulating with active ingredients, at optimal concentrations, that do not cause irritation. In addition, our products do not contain any fragrances, essential oils or drying alcohols. However, all skincare products may cause irritation depending on the individual. If irritation or sensitivity persists when using our product(s), please discontinue use and consult a healthcare professional. 

Please note that if you are allergic to aspirin (acetylsalicylic acid), our Emulsion Facial Cleanser contains 2% salicylic acid which is the principal metabolite of aspirin.

Why am I experiencing breakouts after using your products?

You may be experiencing breakouts as a result of purging. Skin purging is a temporary reaction to a specific active ingredient that can cause breakouts, peeling, and dry and flaking skin. It usually occurs when introducing new skincare products into your routine. Once your skin has built tolerance to the ingredient(s), purging will reduce. This may be avoided by introducing the product gradually into your skincare routine. However, if you experience an adverse reaction or continued irritation with our product(s), immediately discontinue use.

Do any of your products contain nuts or soy ingredients?

The only product that contains a nut product is the Ceralief Cloud Cream which contains shea butter, however, unlike most tree nut products, it’s very low in the proteins that can trigger allergies. Please visit the Ingredient Dictionary for specific ingredient details or the INCI lists on the individual product pages.

Do you have samples?

Unfortunately, we currently do not have samples. However, in our product descriptions, we advise you on which product is best suited for your skin type and/or concern. You can also opt to purchase our 15 mL travel-sized products to see how they work for you. We hope to be able to offer you samples of our products in the near future!

Are your products safe to use during pregnancy or breastfeeding?

Our products should be safe to use during pregnancy and breastfeeding. However, for your safety, we suggest you consult your healthcare provider before introducing any new products into your skincare routine.

I just purchased DERMA et al. product range, can I apply them together and what would my skincare routine be?

Please note that when introducing new products to your skincare routine, do so one at a time, each after a period of a few days. This is to reduce sensitivity and to ensure that all products do not cause irritation. The order of product application is as follows: 1) Emulsion Facial Cleanser, 2) Ceralief Cloud Cream, 3) Barrier Defense Serum, 4) Advanced Hyperpigmentation Treatment. Please visit the Bundle Product pages for more information.

What is the shelf life of your products?

Our products have a shelf life of 6 months. Please store products in a cool, dry place to prolong product efficacy and stability.

Do you have brand ambassadors?

We currently do not have any brand ambassadors. We hope to collaborate with many entities in the future as we continue to establish our brand identity.

Can I become a product tester for your brand?

Yes, we love customer feedback and engagement! Be sure to follow our social media accounts to stay updated on our exciting news and customer engagement opportunities.

Is it possible to pay via EFT?

Yes, we accept instant EFT payments via Paystack. Please note that we DO accept payments into our bank account, however, proof of payment must be emailed to orders@dermaetal.com for your order to be fulfilled. Please use your order number as the reference.

Where do you ship?

We ship throughout South Africa, nationwide.

When will my order arrive?

Once your order is fulfilled by us, you will receive it within 3-5 business days.

Why have I not received my order yet?

If you have received a confirmation email, your order will be fulfilled by us and delivered to you within 3-5 business days.

If you have received communication from us that your order has been fulfilled by us and is waiting for delivery, please track your order via The Courier Guy. Use the waybill number we send you to do so.

Do you offer free shipping?

Yes, if your order is R1,000.00 or more, the shipping cost is on us! You should also keep an eye out for sales and promo codes on our website and social media accounts.

Where do I log a refund/exchange?

Our Refund Policy will guide you through how to log a refund/exchange. You may also email us at orders@dermaetal.com should you require any further clarification.

Are your products vegan and cruelty free?

Yes! We pride ourselves on being a vegan AND cruelty-free brand. We do not formulate with any animal products or by-products. Moreover, we have never tested on animals in the past or present, nor have we contracted a third party to test on our behalf.

Are your products ethically made?

All products formulated and manufactured by DERMA et al. are done under strict ethical considerations. We do not violate any South African laws or regulations. We uphold strict ethical codes and morals throughout our business endeavours.

Are your products sustainable?

Our products are produced in small batches, meaning that we formulate in smaller quantities and more frequently. This allows us to maintain consistency in the quality of our products, while minimising product wastage due to expiration. Please note that batch-to-batch variation in terms of colour, scent, texture, and viscosity do occur. 

We also made it our mission to source reusable and recyclable packaging. We urge our customers to either recycle our containers or hold onto them! As our brand grows, we hope to be able to offer our customers product refills to help minimise our carbon footprint. We have also opted to not make use of secondary packaging to reduce consumer waste. 

Kindly note that we are a small company and consistently re-evaluating our formulas and packaging to improve our environmental impact. If you have additional questions or suggestions that may help us improve DERMA et al. products, email us at info@dermaetal.com.