European Delivery, Designed Around You

From the moment you place your order, our team takes care of every detail.

Your DermaGene order is carefully prepared and dispatched from within the European Union. Every parcel is fully tracked, so you can follow its journey from dispatch to delivery.

Choose the delivery option that feels most convenient for you — a flexible Packeta Pickup Point or Locker, Packeta Home Delivery, or GLS Home Delivery.

For additional peace of mind, Cash on Delivery is also available in selected countries.

Delivery at a Glance

• Free standard delivery on all EU orders over €160
• All displayed prices include VAT
• Fully tracked European delivery
• Orders placed before 12:00 CET on business days are normally dispatched the same day
• Cash on Delivery available in selected countries
• No customs duties on deliveries within the European Union
• Friendly customer care before and after your purchase

Choose the Delivery Option That Suits You

Packeta Pickup Point or Locker

Our best-value and most flexible delivery option.

Your parcel is delivered to a convenient pickup point or parcel locker, so you can collect it when it suits you — without having to wait at home for a courier.

Availability depends on your country and delivery address.

Packeta Home Delivery

A convenient, fully tracked delivery service directly to your chosen address.

Depending on the destination country, the final part of the delivery may be completed by one of Packeta’s trusted local delivery partners.

GLS Home Delivery

A reliable, fully tracked home-delivery service for customers who prefer direct courier delivery to their chosen address.

The exact delivery methods available for your address will always be displayed clearly at checkout.

Prefer to Pay on Delivery? Good News.

For added comfort and flexibility, Cash on Delivery is available in selected European countries.

Cash on Delivery is currently available in:

Austria, Bulgaria, Croatia, Czechia, Estonia, Germany, Greece, Italy, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia and Spain.

Cash on Delivery is available for orders with a value of up to €300, with a fixed €7.90 service fee in addition to the selected delivery fee.

Simply select Cash on Delivery at checkout if it is available for your chosen delivery method and address.

Shipping Zones, Delivery Times & Fees

Zone 1 — Central Europe

Austria, Germany, Romania and Slovakia

• Packeta Pickup Point or Locker: €5.90
• Packeta Home Delivery: €9.90
• GLS Home Delivery: €9.90
• Estimated delivery time: 2–4 business days
• Cash on Delivery: Available for orders up to €300
• Cash on Delivery service fee: €7.90

Zone 2 — Extended Europe

Bulgaria, Croatia, Czechia, Poland and Slovenia

• Packeta Pickup Point or Locker: €6.90
• Packeta Home Delivery: €12.90
• GLS Home Delivery: €19.90
• Estimated delivery time: 3–7 business days
• Cash on Delivery: Available for orders up to €300
• Cash on Delivery service fee: €7.90

Zone 3 — Europe Wide

Belgium, Denmark, Estonia, France, Greece, Italy, Latvia, Lithuania, the Netherlands, Portugal and Spain

• Packeta Pickup Point or Locker: €9.90
• Packeta Home Delivery: €16.90
• GLS Home Delivery: €26.90
• Estimated delivery time: 3–7 business days

Cash on Delivery is available in the following Zone 3 countries:

Estonia, Greece, Italy, Latvia, Lithuania, Portugal and Spain.

Cash on Delivery is available for orders up to €300, with a fixed €7.90 service fee in addition to the selected delivery fee.

Zone 4 — Northern & Atlantic Europe

Finland, Ireland and Sweden

• Packeta Pickup Point or Locker in Finland and Sweden: €9.90
• Packeta Pickup Point or Locker in Ireland: Not currently available
• Packeta Home Delivery: €27.90
• GLS Home Delivery: €29.90
• Estimated delivery time: 4–8 business days
• Cash on Delivery: Not currently available

Delivery times are estimates calculated from the date of dispatch. Weekends, public holidays and unexpected carrier delays are not included.

The delivery methods and prices available for your exact address will be displayed at checkout before you confirm your order.

Free EU Delivery Over €160

Enjoy free standard delivery on every EU order over €160.

Once your order reaches €160, the lowest-priced available standard delivery option for your address will automatically become free at checkout.

If you prefer a different or premium delivery service, you can still select it. The applicable delivery fee will be displayed clearly at checkout before payment.

Dispatch & Tracking

All orders are carefully prepared and dispatched from within the European Union.

Orders placed before 12:00 CET on business days are normally dispatched on the same day. Orders placed after this time, on weekends or on public holidays will be prepared on the next business day.

As soon as your parcel has been handed over to the selected delivery partner, you will receive a shipping confirmation email containing your tracking information.

You can follow your parcel throughout its journey until it arrives safely at your chosen address, pickup point or locker.

Please make sure that your email address, telephone number and delivery details are correct when placing your order, as the delivery partner may use them to send important notifications.

Ordering from Outside the European Union?

Our standard online checkout currently covers the EU countries listed above. However, we would be delighted to help you with delivery outside the European Union.

Please contact our Customer Care team, and we will prepare a personalised shipping and customs-handling quotation for your destination.

Before you confirm your order, we will clearly explain:

• The available delivery options
• The estimated delivery time
• The shipping and customs-handling costs
• Any expected customs duties or import taxes

You will receive all relevant information and costs before deciding whether to confirm your order.

Email: info@mydermagene.com
WhatsApp Customer Care: +36 70 364 0466

We usually respond within one business day, Monday to Friday.

Simple 14-Day Returns

We want you to feel completely confident when choosing DermaGene.

If you change your mind, you may notify us within 14 days of receiving your order that you would like to return it.

Please handle the products carefully and return them in their original condition and packaging, together with all included accessories, documentation and complimentary items belonging to the order.

For hygiene and safety reasons, opened or used cosmetics and other sealed hygiene-sensitive products may only be returned where permitted by applicable law or if the product is faulty.

How to Arrange a Return

1. Contact our Customer Care team within 14 days of receiving your order.
2. Please include your order number and the name of the product you would like to return.
3. Our team will guide you personally through the return process.
4. Where available, we can arrange a convenient Packeta return and send you the necessary return label or instructions.
5. You can then take your carefully packed parcel to the designated Packeta return point or locker, where this service is available.
6. We will confirm the exact return shipping cost with you before arranging the return.

For change-of-mind returns, the return shipping cost is the responsibility of the customer. If we arrange the return label for you, this cost will be deducted from your refund.

We will always confirm the return shipping cost in advance, so you can make your decision with complete clarity.

Once the returned product has been received and checked, your refund will be processed to the original payment method within 14 days.

If you return your entire order under your right of withdrawal, the original basic delivery charge will also be refunded as required by applicable law. Any additional premium delivery upgrade may not be refundable. For partial returns, the original delivery charge is not refunded.

Depending on your bank or payment provider, it may take a few additional business days for the refunded amount to appear in your account.

Damaged, Faulty or Incorrect Order?

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

To help us resolve the matter quickly, please include:

• Your order number
• A short description of the issue
• Clear photographs or a short video, where possible

Our Customer Care team will personally review your case and arrange the appropriate solution, such as a replacement, repair or refund.

If the product is faulty, damaged or was sent incorrectly, the necessary return shipping cost will be covered by us.

Two-Year Device Warranty & European Service

DermaGene beauty devices include a two-year warranty and access to European service support.

If you experience any difficulty with your device, please contact us before returning it. In many cases, our team can assist you quickly with setup, correct usage or troubleshooting.

If your device requires inspection or service, we will explain the next steps clearly and support you throughout the process.

You will never be left alone with a question or concern about your DermaGene device.

Need a Little Help?

Choosing the right delivery option or arranging a return should always feel simple.

If you have any questions before or after placing your order, our Customer Care team is here to help with:

• Delivery options and prices
• Cash on Delivery
• Parcel tracking
• Returns and refunds
• Product setup and usage
• Warranty and service support
• Shipping outside the European Union

Email: info@mydermagene.com
WhatsApp Customer Care: +36 70 364 0466

We usually respond within one business day, Monday to Friday.

Your confidence matters to us — and we are here to support you at every step of your DermaGene experience.