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ABOUT DIRECT DERMA SUPPLIES

When is your customer service & live chat open?
Our customer service and live chat are available from Monday to Friday, 09:00AM to 16:00PM (CET).

E-mail: Send e-mail here
Phone: +45 7370 7880
WhatsApp: +45 3155 2215

Why choose Direct Derma Supplies?
At Direct Derma Supplies, we offer 100% authentic aesthetic products at competitive prices. As a parallel importer, we give our customers access to premium products at a fraction of the usual cost, all while maintaining strict quality standards, fast shipping and exceptional customer service. Every product is sourced directly from certified manufacturers and official distributors, ensuring authenticity and safety. Our dedication to reliability and outstanding service has made us a trusted partner in the aesthetic medical field. Choose us for competitive pricing, fast shipping, and a passionate team that prioritizes your needs.

What is parallel import?
Parallel import refers to authentic non-counterfeit products imported primarily from intermediaries. The products are authentic, not counterfeit, as they are produced either directly by the brand owner or under licensed authorization. In the European Union, prices of goods and services are determined by the open market and consumer demand, reflecting a free market environment. Additionally, it's important to note that parallel import trade is entirely legal, adhering to regulations.

Are you compliant with regulations in the aesthetic industry?
Yes, we strictly adhere to Danish legislation and the Medical Device Regulation (MDR). We are registered with the Danish Medicines Agency for the import and export of medical devices. Our expert team maintains a robust quality management system tailored to the aesthetic field. We also hold EC-certificates and Declarations of Conformity (DOC) for all the medical devices we offer.

Do you have sales representatives that sell through WhatsApp?
We do not conduct sales through WhatsApp. Please be aware that there are fraudulent individuals who may use our company name to solicit bank transfers via WhatsApp. These activities are not affiliated with us in any way. If you have any questions or concerns, please do not hesitate to contact us for verification.

Where is your company and warehouse located?
Our company and warehouse are located in Copenhagen, Denmark.

NEW CUSTOMERS & VAT

Can anyone buy the products?
As a professional provider of aesthetic medical devices, we are committed to ensuring that our products are supplied only to licensed professionals, including aesthetic clinics, hospitals, dentists, orthopedics, and wholesalers in the aesthetic field. We unfortunately do not supply to private persons.

Please note, most of our products are intended for use by licensed medical professionals. By purchasing, you agree to provide proof of medical or professional credentials upon request. The medical device products are not intended for personal or home use and we strongly recommend that medical professionals review the instructions thoroughly to understand the specific contradictions and any necessary precautions.

Do I need to create an account to place an order?
Yes, you must have an accepted account, to place an order with us. As a professional provider of aesthetic medical devices, we ensure our products are supplied only to qualified professionals, including aesthetic clinics, hospitals, dentists, orthopedics, and wholesalers. Please note that account approval can take up to 3 working days, as we may require additional documentation for your company. We will contact you via e-mail if we need further information.

Why do I need to provide a VAT number? (Within the EU only)
All companies within the EU are required to provide a valid VAT number to place an order, which allows the order to be VAT-excluded. Please note that it is not possible to add VAT manually to an order.
Customers outside the EU can place orders without a VAT number as long as the shipping of the order goes outside the EU.

I do not have a VAT number - can I use my tax number? (Within the EU only)
Unfortunately, personal or company tax numbers cannot be used. We can only approve your account with a valid international VAT number.

Check if your VAT number is valid for cross-border transactions here: https://ec.europa.eu/taxation_customs/vies/#/vat-validation

PRODUCTS & PRICES

Are the products authentic and where are they produced?
All products are 100% authentic, and all medical devices are CE-certified. The majority of products are produced in and sourced from the European Community. Please note that product packaging designs may vary. However, we always strive to display the most up-to-date design.

What is the expiry of the products?
Most products shipped by Derma Direct Supplies ApS will be carrying minimum 6 months remaining shelf life with some exceptions where we will either inform about the expiry date on the product online or contact the customer before shipment.

What currency are your prices in?
All prices on our website are displayed in euros (€).

Do you work with price lists?
We unfortunately do not work with price lists. You can find all prices and discounts on our website.

Do you have special promotions or campaigns?
Please sign up to our newsletter to receive news about products, promotions and campaigns. Sign up here.

Why do your prices change?
Our prices are dynamic and may vary based on market conditions. This ensures that we provide you with competitive rates while reflecting the latest trends and costs in the industry.

How can you sell the products so cheap?
We have been in the business for several years and serve numerous clinics worldwide. By purchasing big volumes directly from leading manufacturers and official distributors, we can offer products to extremely competitive prices. Please note that we operate as parallel traders and are not official distributors.

Do you offer additional discount when buying big volume?
If you are interested in wholesale prices for large volume purchase, please contact us by e-mail here.

I would like to unsubscribe from your newsletter
You can unsubscribe from our newsletter at any time. Simply click on "unsubscribe" at the bottom of your newsletter.

ACCOUNT

How do I change the details on my account?
If you need to update your account, please e-mail us with the new information and valid documentation to verify the changes. We will review your request within 24 working hours and issue a new approval if your company still meets our account policies. Please note that the billing address must match your company details, and for EU customers, it must align with the VAT number information. You can contact us via e-mail here.

I forgot my password
If you have forgotten your password, simply click the login icon in the top-right corner and choose "Forgot your password" to reset it. If you need further assistance, feel free to contact our customer service here.

Can I have multiple accounts?
Unfortunately, each customer is limited to one account. Any additional accounts created will be declined.

ORDERS

Is there a minimum order quantity?
No, we do not have a minimum order quantity anymore.

Can I cancel products on my order?
Yes, you can cancel products from your order as long as it has not been processed yet. While we always strive to accommodate our customers' wishes, please note that an order is binding once you receive an e-mail with the shipment notification, invoice, and packing slip. If you would like to request a cancellation, kindly contact us here as soon as possible.
If any items are out of stock, we will notify you within 1-2 days. You will then have the option to wait for the product, cancel it, or exchange it for another product of the same or lower price.

Can I add products to my existing order?
Unfortunately, it is not possible to add products to an existing order once it has been processed. However, we always do our best to accommodate product requests if the order has not yet been handled. If your order has already been processed, you will need to place a new, separate order.

What is “handling fee”?
Our "Handling Fee" covers insurance of the products and administration fee.

Where can I find my invoice?
Please sign in to your account here and click on your initials in the top right corner and go to 'My invoices'. Here you will find all your invoices.

Where can I find my open orders?
Please sign in to your account here and click on your initials in the top right corner and go to 'My open orders'.

PAYMENT

Which payment methods does Direct Derma Supplies accept?
We accept Visa, MasterCard & Maestro. We unfortunately do not accept PayPal. Please contact us here regarding bank transfers for orders above € 500.

When will you withdraw money from my credit card?
The payment will only be charged from your card at the time of dispatch. While some credit card companies may hold on the amount when you place your order, we do not withdraw the funds until the order is shipped.

My credit card is not working, and the payment will not process—what should I do?
Please contact your bank if you are experiencing problems with the payment or 3-D Secure programs.

Why have you charged the amount on my credit card when you have not shipped my order yet?
Please note, once you place an order, the amount will be shown as "pending" on your bank account. Once we ship the order, we will withdraw the amount from your credit card. If we cancel the order and the payment, please allow approx. 5-10 working days before your bank approves the cancellation and the amount will simply disappear from your account. In very rare cases it can take up to 29 days.

Why did you charge me a credit card fee?
For all international orders, an extra fee will be charged if you use a company credit card (both inside and outside the EU) or a personal credit card from outside the EU. This amount is not an income of ours and is set by the payment provider. The fee will be displayed during the checkout process, on your order confirmation, and on the invoice. Please note that payments made with personal credit cards within the EU will not be charged this additional fee.

Do you offer payment security?
To give you even more confidence in shopping online with Direct Derma Supplies, we use 3-D security programs Verified by Visa or Mastercard SecureCode. This service protects your existing credit card account from unauthorized use when you shop with us.

How much duties and taxes will I have to pay?
All displayed prices are exclusive of domestic taxes and duties. Once your order arrives at its destination you may, as the importer, be required by your local authorities to pay all import duties, customs and local sales taxes imposed by your country to release your order from customs. This is the responsibility of the importer and we recommend you to contact your local customs authorities to determine the total landed cost before finalizing your purchase.

Please note, if you place an order within the EU you do not pay taxes and duties as long as you have a valid VAT number. For more information about VAT, click here.

DELIVERY

How often do you ship out orders?
We ship daily from Monday to Friday. Orders received in weekends will be shipped the first following working day unless otherwise is informed.

Which countries does Direct Derma Supplies ship to?
We ship to most countries worldwide. When creating an account, you will be able to check if we deliver to your location. If your country is not listed, please reach out to our customer service team here.

Please note we do not ship to the US and Scandinavia: Denmark, Sweden, Norway.

Which courier company do you use to ship the order?
We use DHL Express for all shipments, ensuring fast and reliable delivery. Expected delivery times are as follows:

Within the EU: 1-2 business days from the date of dispatch
Outside the EU: 2-5 business days from the date of dispatch

Once your order has been dispatched from our warehouse, you will receive a tracking number, enabling you to track the delivery status.

How much does shipping cost?
Shipping costs are calculated based on the weight and volume of your package, as well as the destination of your package. The exact shipping cost will be clearly displayed at checkout, allowing you to review it before confirming your order.

How can I track my order?
Same day as we ship your order, you will receive a tracking number, allowing you to follow your package online from departure of our warehouse till arrival at your desired destination. You can always track your package at DHL Track & Trace: Tracking | DHL | Global (mydhli.com)

Is my package insured?
Yes, all purchases are insured against theft and accidental damage while in transit from Direct Derma Supplies to your shipping address. Please note that once your package has been delivered and signed for at your specified address, it is no longer covered by insurance. To ensure your purchases arrive safely and in perfect condition, we require proof of delivery.

My package is delayed – what should I do?
The maximum delivery time is sixty (60) working days, as established by law. However, it is very unusual that a delivery will take more than 1-2 business days in EU. If your package is delayed or missing a scan, we kindly ask you to contact us here. We will then open an inquiry with our shipping partner to investigate the issue. Please note that we are unable to resend or refund a package until the sixty (60) working day period has elapsed.

My package has been held up by customs. What should I do?
Please be aware that it is the responsibility of the importer (customer) to know the rules and regulations of a country. If a package is stopped in customs, we advise you to contact your local customs office to either arrange for its release or to reject it and have it returned to us. If special documents, such as EC certificates or Declarations of Conformity (DoC), are needed for import of medical devices, please contact us here and we will send them to you. Once we receive the returned package, we will issue a refund for the products. Please note that refunds can only be processed once we have received the returned package - we cannot take responsibility for any seized goods.

Can I pick up my order at your warehouse?
It is unfortunately not possible to pick up orders from our warehouse in Copenhagen, Denmark.

RETURN & CLAIM

I have a claim – who do I contact?
Please contact us by e-mail here if you have a claim, and we will handle it according to the applicable rules and regulations.

Can I return an item?
Yes, you can return within 8 working days, as long as the reason falls under one of the following conditions:

The product contains manufacturing defects
The product was damaged upon arrival
The wrong product was delivered

Please contact our customer service team before returning the products: contact us by e-mail here.

Will I receive a full refund if I return my order?
Your refund will be issued to the original credit card used for the purchase. Please note that shipping costs and handling fees are not refundable. Refunds can take up to 29 working days to appear in your account, depending on the processing times of your payment provider. If you need assistance in expediting the process, please contact your bank.