Pure Derma London is a UK company, based in the UK, paying UK taxes and with Customer Service Personnel available for any questions from 8am - 8pm 7 days a week (excluding Christmas Day).

We'd love to hear from you!

Whether you have any questions, feedback or requests, feel free to reach out to us at

help@purederma.co.uk

As a UK based company, we have Customer Service available from 9am - 6pm 7 days a week, excluding Christmas day.

If you are an existing customer or signed up to our email list and have a product question, we can schedule a call back, just email us at help@purederma.co.uk and we will arrange a convenient day / time to call you.

We are here to help 7 days per week (except Christmas Day)

Pure Derma London is an official certified supplier of genuine Dr.pen devices and cartridges direct from Dr.Pen manufacturing. This can be checked by messaging the manufacturers at www.drpen.com

Check out our visit with Dr.pen in China in May 2026, click on the link below to see the story.

Pure Derma London and Dr.Pen China Visit

All Dr.Pen devices have the scratch off security panel authenticity checker to ensure your Dr.Pen device is genuine, 

You can check the authenticity of your device using the unique anti-counterfeiting security code on each device using the link below.

Dr.pen Authenticity Checker

Dr.pen the manufacturer only supplies to retailers and does not sell directly to retail customers either online or in store. 

All websites except www.drpen.com are merely website domain name of a retailer.

If you are new to microneedling and prefer to speak with someone, we can organise a call back for you, please leave a message in the chat box or email help@purederma.co.uk and we'll get back to you within 24 hrs.

Pure Derma London is an official certified supplier of genuine Dr.pen devices and cartridges. This can be checked by messaging www.drpen.com

Pure Derma London And Dr.Pen China Visit

Dr.pen the manufacturer only supplies to retailers and does not sell directly to retail customers either online or in store. 

All websites except www.drpen.com are merely website domain name of a retailer.

Pure Derma London is an official certified supplier of genuine Dr.pen devices and cartridges direct from Dr.Pen manufacturing. This can be checked by messaging the manufacturers at www.drpen.com

All Dr.Pen devices have the scratch off security panel authenticity checker to ensure your Dr.Pen device is genuine, 

You can check the authenticity of your device using the unique anti-counterfeiting security code on each device using the link below.

Dr.pen Authenticity Checker

Dr.pen the manufacturer only supplies to retailers and does not sell directly to retail customers either online or in store. 

All websites except www.drpen.com are merely website domain name of a retailer.

Pure Derma London is an official certified supplier of genuine Dr.pen devices and cartridges direct from Dr.Pen manufacturing. This can be checked by messaging the manufacturers at www.drpen.com

Check out our visit to Dr.pen in May 2026 in the link below. 

Pure Derma Dr.Pen China visit

Dr.pen the manufacturer only supplies to retailers and does not sell directly to retail customers either online or in store. 

All websites except www.drpen.com are merely website domain name of a retailer.

All of our Dr.pen devices and cartridges are guaranteed genuine directly from Dr.pen manufacturing. 

Pure Derma London is a certified genuine supplier by Dr.pen for the Dr.pen range.

You can check the authenticity of your device using the unique anti-counterfeiting security code on each device using the link below.

Dr.pen Authenticity Checker

Dr.pen devices and cartridges are manufactured by Dr.Pen in China and we were there, Dr.Pen welcomes Pure Derma London

Check out how Pure Derma London works with Dr.pen at our visit in China, see our Library blog page on our store or via the link below:  

Pure Derma London Visits Dr.Pen Manufacturing In China

Pure Derma London is an official certified supplier of genuine Dr.pen devices and cartridges direct from Dr.Pen manufacturing. This can be checked by messaging the manufacturers at www.drpen.com

All Dr.Pen devices have the scratch off security panel authenticity checker to ensure your Dr.Pen device is genuine, 

You can check the authenticity of your device using the unique anti-counterfeiting security code on each device using the link below.

Dr.pen Authenticity Checker

Dr.pen the manufacturer only supplies to retailers and does not sell directly to retail customers either online or in store. 

All websites except www.drpen.com are merely website domain name of a retailer.

Check out our visit to Dr.pen in China, click on the link below.

Pure Derma London China Visit

We ship to the UK, Channel Islands, Isle of Man, Isles of Scilly, Isle of Wight, EU and the UAE.

If you have not received your order confirmation please check your junk filter and add Pure Derma London to your safe list.

If there wasn't an email address with your order then the order confirmation will have been sent by SMS to your phone.

If you have not left an email address or mobile phone number with your order then please contact help@purederma.co.uk

VAT invoices can be downloaded directly from your account. Simply login and click the download invoice button. 

UK Orders 

Our Standard Tracked delivery is FREE for all orders over £40.

For orders of £40 or less a Standard Tracked delivery charge of £2.95 is applied at checkout. 

Our Next Day Tracked delivery is FAST and FREE for orders over £300.

For orders of £300 or less where Next Day delivery is required, a Next Day delivery charge of £5.95 is applied at checkout. 

All UK orders are dispatched using Royal Mail Tracked to ensure a professional service from order to delivery.

UK Standard Tracked delivery generally, takes 2-3 business days after dispatch. This may be longer during peak periods.

UK Next Day Tracked delivery is next working day for orders placed before 4pm (Monday - Friday) and before 11am Saturday. Excludes Bank Holidays. This may be longer during peak periods.

Please note, due to the high number of parcel thefts, all orders over £100 require a signature on delivery.

Please see our Shipping Policy for more details.

For all customer service enquiries, please email help@purederma.co.uk or use the "Need Help" chat box available at the bottom right hand corner of each page.  

International Orders

We ship to the Channel Islands, Isle of Man, Isles of Scilly, Isle of Wight, EU and the UAE.

All international orders are shipped FAST using DHL Worldwide Express, delivered duty paid (DDP), to ensure a professional service from order to delivery.

DHL Worldwide Express Tracked Shipping - generally, takes 2-3 business days after dispatch. This many be longer during peak periods, public holidays or due to customs clearance.

Were applicable, we do not charge VAT on International shipments.

Please see our Shipping Policy for more details.

For all customer service inquiries, please email us at help@purederma.co.uk or use the Need Help chat box at the bottom of each 

Track My Order 

Please note you can only receive tracking information if you have recorded an email address or mobile number at the time of ordering.

All UK orders are dispatched with Royal Mail tracked.

You can track your order using the link below and entering your tracking code.

https://www.royalmail.com/track-your-item

You can cancel your order anytime until dispatch.

To cancel your order please email help@purederma.co.uk

Visit Royal Mail website with your tracking number there is a link to Update Delivery Options.

Rescheduling of a delivery can be completed using this link on the Royal Mail Website.

The Link below is for the Royal Mail tracking can be found below:

https://www.royalmail.com/track-your-item#/

If you received a wrong item, please contact us at help@purederma.co.uk

We will organise to send out your correct order and will also email a pre-paid returns label for the return of the wrong item.

We are sorry if there's an item missing from your order

We may have sent your items in separate parcels, if we have you will receive more than one tracking number.

If you are missing and item, please email us anytime at help@purederma.co.uk

Returns

We want returns to be clear and straightforward.

We have a 28 day return policy, which means you have 28 days after receiving your item to request a return.

Please see our Returns, Refunds & Warranty Policy at the bottom of any store page for full details.

All items must be returned in a saleable condition:

With all original product packaging and product hygiene seals intact and not removed from as supplied. We are unable to offer a refund, replacement or exchange on items that are not re-saleable or returned damaged or with parts missing.

Any items supplied with product hygiene seals cannot be accepted for return if the product seals are not intact or have been removed and replaced or were the hygiene seal has been contaminated.

The hygiene seals on the product should be intact as supplied and not removed or removed and replaced and or contaminated (on either side of the hygiene seal) to be accepted as a return.

Dr Pen items cannot be accepted for return if the Dr. Pen anti-counterfeit verification Scratch Panel has been removed or the if the Security Code has been used or exposed or were the plastic hygiene film has been removed. Once the product security code cover has been removed the product is classified as damaged and cannot be resold.

If your order qualified for a free item, it must also be returned before your refund or replacement can be processed.

To start a return, please contact us at help@purederma.co.uk.

Once a return is requested as per our Returns, Refund & Warranty Policy and accepted we’ll notify you and send a pre-paid returns shipping label or QR code by email, as well as instructions on how and where to send your package.

Please note, your return must be received by our Returns Handling no later than 14 days after the date of the returns label being emailed to you, for your return to be accepted. Please keep a record of the date of posting your return for your records.

Contact us about any return questions at help@purederma.co.uk.

Returns charges apply, please see our Returns, Refunds and Warranty Policy for more details.

If you are returning from outside of the UK, you will need to cover the full cost of return shipping.

Once your return is received, please allow 5 working days (Monday - Friday) for you return to be processed and accepted for refund as per our Returns, Refunds & Warranty Policy.

Please refer to the Returns, Refunds & Warranty Policy for full details of the returns and refunds.

This does not affect your statutory rights.

Warranty Claims and Faulty Goods

All Products are covered by our 12 Month Warranty.

Please see our Returns, Refunds & Warranty Policy for full details at the bottom of any store page.

If during the 12 month limited warranty period as stated on our website or in the user manual, your product develops a fault under normal use then please contact help@purederma.co.uk

By purchasing from Pure Derma London you are agreeing to be bound by the terms of the 12 month limited warranty as set out below.

This 12 month Limited Warranty does not cover any problem that is caused by:

• Conditions, malfunctions or damage not resulting from defects in material or workmanship.
• Failure on your part to follow any instructions or guidelines (including any included in the User Manual or on the Pure Derma website).
• Reasonable wear and tear.
• Cosmetic damage, including but not limited to scratches, dents and broken plastic on ports, cords, controllers or user parts, unless the failure has occurred as a result of defective materials or workmanship.
• Accidental damage (including water damage), malicious damage or misuse, improper care or impact.
• Use of incorrect voltage connector, including the use of incorrect charging adaptors, cable or power supplies.
• Loss of part of the product.

The limited warranty period begins from the date of receipt of your item / product. The warranty period is not extended if your item / product is replaced by Pure Derma London. The warranty is not transferable.

Note: Proof of purchase must be provided.

What does this limited warranty cover?

This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, we will repair or replace, at no charge, products or parts of a product that are found to be defective because of faulty material or workmanship.

What will we do to correct problems?

If you experience issues with your product then contact us at help@purederma.co.uk

Please help us by providing a detailed explanation of the issue.

The purchaser may be asked to provide evidence of the defect in the form of video and / or photographs. This information helps us to understand and identify the issue or to determine the source of the problem. This helps us to suggest the most appropriate way to resolve it. If videos and / or photographs are not provided by the purchaser, then this may slow the process of understanding whether or not is it possible to repair or replace the product.

Should there be an issue with the product, then we will repair the Product at no charge, using new or refurbished replacement parts. Under certain circumstances, at our discretion, we may choose to provide a full refund during the period 30 days to six months, or a partial refund for the period after 6 months until the end of the relevant warranty period, rather than attempting a repair.

This does not affect your statutory rights.

Please see our Returns, Refunds and Warranty Policy for full details (available at the bottom of each store page).

We have a range of spares and replacement parts available for various products, please contact us at help@purederma.co.uk

Become a Pure Derma London Brand Ambassador (Affiliate)

PARTNER WITH US

If you are interested in the Pure Derma London Brand Ambassador affiliate programme, stocking our products in your salon, store or site then please message kerry@purederma.co.uk

or click on the image at the bottom of any page.

LED Face Mask Suitability and Sensitivity Testing

The LED Light Therapy Face Mask and LED Face Neck and Décolletage Mask can easily be tested for LED light sensitivity with the hygiene seals in place as outlined below.

We want you to feel confident that your LED face mask is suitable for you before you decide to keep it and begin regular LED skincare sessions.

Please do not remove the hygiene seal before testing as this will affect the 28 day returns policy*

LED light therapy may not be suitable for everyone. Individual sensitivity to light, the mask material, fit and eye comfort can vary. Please read this user manual and check the product website store page FAQ’s before using the mask.

The LED face mask can be easily tested for fit, comfort and any light sensitivity issues for eyes without removing the hygiene seal. The hygiene seals allow you to carry out these sensitivity checks as outlined below without affecting your rights to return as unsuitable or change of mind return.

Before removing the hygiene seals

Check that the LED mask fits comfortably and test your eye comfort using the supplied eye protectors. Once the LED mask is comfortable and with the eye protectors in place, complete the LED light sensitivity test described below.

How to conduct the sensitivity test

Leave all hygiene seals completely intact and in their original condition. 

Test each LED light colour separately, do not test every colour consecutively in one long session and start with the lowest energy setting. 

For red and yellow light, begin with 10 minutes. For blue light, begin with five minutes. Near-infrared is used in conjunction with another selected LED light colour and can be tested during the 10 minutes LED light colour test.

If you experience any discomfort with skin or eyes during this sensitivity test with the hygiene seal in place or within the 24 hrs following the sensitivity test, then do not remove the hygiene seals or continue using the LED mask. Contact help@purederma.co.uk and we will organise the return for you.

A return under this sealed sensitivity-test provision can only be accepted where all hygiene seals remain intact exactly as originally supplied.

Only remove the hygiene seals once you have completed the initial suitability and sensitivity checks without discomfort and have decided to keep the mask and begin regular LED skincare sessions.

Removing the hygiene seals and proceeding to normal sessions means the product has passed your initial personal suitability checks and that you intend to keep the product.

What are the LED Light Therapy Face Mask Safety Standards?

The Pure Derma London LED Light Therapy Face Mask has the following certifications:

• CE marked compliant. CE marking is a label that indicates that a product has been assessed and meets the safety, health, and environmental protection standards of the UK and European Union (EU). The CE marking is required for many products that are sold in the European Economic Area (EEA), which includes the EU, Iceland, Liechtenstein, and Norway.
• RoHS electrical safety compliant (Restriction of Hazardous Substances), ensures electrical and electronic products are safe to use. Also known as Directive 2002/95/EC, originated in the European Union and restricts the use of specific hazardous materials found in electrical and electronic products (known as EEE)
• FDA510(k), that’s the U.S. Food and Drug Administration, its mission is to make sure that foods, medicines, and other products important to your health are safe and work well which means that the LED Light Therapy Face Mask and the LED light technology has been approved as safe to use.
• FDA510(k) also means that the LED Light Therapy Face Mask has been for cleared for import and sale to consumers for the US market.
• ISO13485 Certification. ISO 13485 is a quality management system harmonized standard. The standard aims to specify requirements for an organisation to design and implement a quality management system to demonstrate its ability to provide devices and related services that consistently meet customer and applicable regulatory requirements.