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).

As a UK based company, we have Customer Service available from 8am - 8pm 7 days a week, excluding Christmas day.

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

UK Orders 

Our Standard Tracked delivery is FREE for all orders over £20.

For orders of £20 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 £200.

For orders of £200 or less where Next Day delivery is required, a Next Day delivery charge of £4.95 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 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 Jersey, Guernsey, Alderney, Herm and Sark, EU, Australia, Canada, New Zealand, UAE and United States (USA). 

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 

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#/

LED Light Therapy Face Mask Sensitivity Testing

We are confident you will love the LED Light Therapy Face Mask as much as we do and we want to ensure you like it before you decide to keep it.

We want you to be confident in your purchase and in our 28 days return policy.

Please read the following which helps explain how you can test the LED Light Therapy Face Mask for sensitivity before you decide to keep it.

We understand that some people are more sensitive to light (skin and eyes) than others and that LED light therapy may not be suitable for everyone, therefore, please do not remove the hygiene seals from the face mask section until you are sure you want to keep it.

The LED face mask can be easily tested for fit, comfort and any light sensitivity issues for eyes without removing the hygiene seals. So please check it out before removing the hygiene seals*.

Fully charge the controller as per the instructions. Test the different coloured LED lights and the near infrared, using each colour for around 5-10 minutes. If you feel any discomfort with eyes or skin, please do not use the LED Light Therapy Face Mask and contact us to arrange return.

Please do not remove the hygiene seal before testing as this may affect the 28 days return policy*.

If you decide it's not suitable for you, returns are easy.

To request a return, please message using the Need Help chat box on the bottom right hand corner of each page or send an email to

help@purederma.co.uk

All we ask is that the hygiene seals have not removed and still intact, that the mask is saleable condition, not damaged and sent back with the product packaging in the same condition that you received it. Any items supplied with hygiene seals cannot be accepted for return if the seals are not intact or have been removed.

*See T&Cs and Return, Refunds and Warranty Policy

LED Light Therapy Face Mask Suitability 

We are confident you will love the LED Light Therapy Face Mask as much as we do and we want to ensure you like it before you decide to keep it.

We want you to be confident in your purchase and in our 28 days return policy.

Please read the following which helps explain how you can test the LED Light Therapy Face Mask before you decide to keep it.

The soft silicone is light weight and comfortable and the eye protectors help make it easy on the eyes for most people. 

We understand that some people are more sensitive to light (skin and eyes) than others and that LED light therapy may not be suitable for everyone, therefore, please do not remove the hygiene seals from the face mask section until you are sure you want to keep it.

Please see FAQs LED Light Therapy Face Mask Sensitivity Testing The LED face mask can be easily tested for fit, comfort and any light sensitivity issues without removing the hygiene seals.

So please check it out before removing the hygiene seals*.If you don't like the fit or comfort or just don't think it's for you, returns are easy.

To organise a return message using the Need Help chat box on the bottom right hand corner of each page or send an email to help@purederma.co.uk

All we ask is that the hygiene seals have not removed and are intact as supplied, that the mask is saleable condition, not damaged and sent back with the product packaging in the same condition that you received it. 

To return, your item must be in the same condition that you received it, unworn or unused, in its original product packaging and with all tags.

Any items supplied with hygiene seals cannot be accepted for return if the seals are not intact or have been removed.

*See Returns & Refund Policy

Important

The LED Light Therapy Face Mask should not be used if suffering from photosensitive disorders, seizures or epilepsy, light induced migraines or light induced headaches, lupus erythematous, photosensitive eczema, or albinism.

Do not use the LED face mask if pregnant or breastfeeding.

LED Light Therapy is not recommended if you suffer from light sensitive eye conditions, or if taking certain types of antibiotics.

Other points to consider before using LED light therapy is any sensitivity related to use if using vitamin A treatment, retinol or other associated products.

If in any doubt, please seek the advice of your dermatologist or qualified medical practitioner.

The LED Light Therapy Face Mask is not designed for adolescent skin. We do not recommend the use of LED Light Therapy Face Masks for anyone under the age of 16 years unless approved after consultation with a qualified dermatologist or medical practitioner.

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)
• FDA certified, 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.
• FDA certified means that the LED Light Therapy Face Mask has been 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.

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

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.

Returns and Refunds

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

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, in its original packaging and with all tags. 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. The hygiene seals on the product should be intact as supplied and not removed or removed and replaced, to be accepted as a return.

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

Please note that 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.

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

Once your return is accepted as per our Returns, Refunds & Warranty Policy, we’ll notify you and send a pre-paid returns shipping label by email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted, please do not return items to the returns address on the parcel delivery label,  we have a separate returns handling address.

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.

A returns fee of £3.99 which may be deducted from any refund for unwanted products.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way. Thank you.

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

Once you return is received, please allow 3 working days for you return to be processed and accepted for refund as per our Returns, Refunds & Warranty Policy.

Refunds can only be processed to the billing details of the original order and are not transferable to other billing details or accounts.

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).

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

Warranty Claims and Faulty Goods
All Products are covered by our 12 Month Warranty.

If during the 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 1 year limited warranty as set out below.

This 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 and is registered to the individual placing the order.

If no fault is found with your product it will be returned to you at your cost.

Note: the warranty only applies to the original purchaser of the goods and is not transferable. 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).

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 check out brand ambassador link below.

https://puredermalondon.bixgrow.com/

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