Help Centre
Account & Login
To create an online account, you must be an approved Dermapure partner and stock at least one Dermapure-distributed brand. All account registrations are subject to approval to ensure access to professional-only products and resources.
To set up an online account, visit the Become a Partner tab in the main navigation bar. From the dropdown menu, select Apply for an Online Account and complete the application form in full. Once completed, select Create Account.
Your application will be reviewed by our team. If approved, you will receive an email with a link to create your password. Once your password is set, you’ll have full access to the online store.
To reset your password, first log out of your account. Once logged out, go to the Log In tab in the main navigation bar and select Forgot your password? Enter the email address associated with your account, and a password reset link will be sent to you by email.
If you experience any issues or do not receive the email, please contact us on 01932 339160, and our team will be happy to assist by sending a reset link manually.
Your account may be pending approval while we review and verify your details. This process ensures you are
a registered stockist of at least one Dermapure-distributed brand before access is granted. Once verification is complete, your account will be approved and you’ll be notified by email.
Account approval typically takes 24–48 hours (Monday to Friday), depending on when your account application is submitted. Once approved, you’ll receive a confirmation email with access to the online store.
Yes, multiple users can be added to a single account. To arrange this, please contact our team on 01932 339160, and we’ll be happy to assist with the setup.
Ordering & Online Store
Once logged in, navigate to Shop in the top navigation bar. Browse the products available to your account, add the items you wish to order to your cart, and proceed to checkout to complete your purchase.
Once logged in, navigate to the Shop page to view available products. You can search for specific items using the search bar on the page, please note that you’ll need to enter the exact product name for best results.
If you’re unsure of the product name, we recommend using the filters on the left-hand side of the page. These allow you to refine results by brand, product type, skin concern, and product range, making it easier to find what you’re looking for.
You can only purchase products from brands you are approved to stock. Products from other brands will appear unavailable unless your account is upgraded to include them.
For example, if you are registered to stock DermaQuest, only DermaQuest products will be available to add to your cart. To request access to additional brands, please contact your BDM or our team on 01932 339160, and we’ll be happy to help.
Once you’ve added all items to your cart, click the cart icon in the top-right corner of the screen. Just below your subtotal, you’ll see a field where you can enter your discount or promotional code.
Any applicable promotions that are automatically applied to your account will also be visible here before checkout.
To request your sample allocation, please add your request during the second step of the checkout process. You’ll find a box labelled Additional Information & Sampling Requests, where you can specify the samples you’d like to receive. Samples are subject to stock availability.
Once logged in, click the basket icon in the top-right corner of the screen. When the menu opens, select the account (person) icon. Here, you’ll see your most recent orders listed under Recent Activity.
To view your full order history, select View All on the right-hand side.
Orders cannot be amended once placed due to our automated ordering system. Please ensure all products and
quantities are correct before completing your purchase.
If you need to cancel an order, please contact us on 01932 339160 within 24 hours of placing the order, and our team will advise if cancellation is possible.
Payments & Pricing
We accept Visa and Mastercard, including payments made via Apple Pay and Google Pay. At this time, we do not accept American Express.
Unfortunately, we’re unable to see the reason a payment has been declined. We recommend contacting your bank or card provider for further assistance, as they’ll be able to advise on the issue.
You can only purchase products from brands you are approved to stock. Products from other brands will appear unavailable unless your account is upgraded to include them.
For example, if you are registered to stock DermaQuest, only DermaQuest products will be available to add to your cart. To request access to additional brands, please contact our team on 01932 339160, and we’ll be happy to help.
Prices shown on the shop page are exclusive of VAT. VAT will be calculated and added to your order during Step 3 of the checkout process (Review and Pay) before payment is completed.
There is a minimum order value of £250+ on all orders.
The minimum order value for opening orders depends on the brand.
Epionce - £800
DermaQuest - £1500
Lira Clinical - £1500
Sensilis - £350
Sensilis SPF - £250
Alphascience - £500
Shipping & Delivery
UK mainland deliveries typically arrive within 24–48 hours, depending on when the order is placed. Orders are processed Monday to Friday between 9:00am and 5:00pm.
For deliveries outside the UK mainland, delivery times are usually 48 hours or longer, depending on the destination.
Please see our shipping policy here -
At this time, we only ship within the United Kingdom.
Once your order has been dispatched, you’ll receive an email from the selected courier, usually DHL, containing your tracking details. You can use the link in this email to track your delivery.
To add or update a delivery address, click the basket icon in the top-right corner of the screen and then select the account (person) icon. Scroll down to the Address Book section, where you can add a new address or update an existing one.
You are unable to choose a delivery date currently as our couriers are unable to guarantee delivery on a chosen date.
If your order is later than expected please call us at 01932 339160.
If something is missing from your order please call us at 01932 339160.
Please take pictures so we can follow up with DHL and call us at 01932 339160.
Returns & Issues
Please see our returns policy here -
To report a faulty or damaged product please call us on 01932 339160.
Please call us on 01932 339160.
If a product has been opened or used in anyway it is not eligible for refund or return.
Products & Availability
To access and stock additional Dermapure-distributed brands, your account will need to be upgraded. To complete this process, please contact our team on 01932 339160, and we’ll be happy to assist.
Some products may be restricted or unavailable because you are not approved to stock those brands. Your account only provides access to the products and brands you are registered to stock.
Our brands offer a combination of retail and professional products, depending on the brand. To purchase and use professional-only products, you’ll need to complete the relevant training and receive approval.
When a product is out of stock, a Notify Me button will appear on the product page in place of the Buy Now button. If you select this option, you’ll be notified automatically once the product is back in stock.
This will be covered as part of your brand training when you open the account. Training can be booked via the training and education portal.
Training & Education
To book onto one of our training events, you must first be logged into your online account. Once logged
in, navigate to Training in the top navigation bar and select Educational Events from the dropdown menu.
From here, you can choose the training event you wish to attend by location, select an available date from
the calendar, and complete the booking by filling in the required details.
Dermapure training sessions are available to registered stockists of one or more Dermapure-distributed brands.
Or clients in the onboarding process.
Yes, training is free for all stockists and is included as part of your opening package. Training is recommended every 18 months.
Training for the professional treatment brandsconsist of aone or two day course in person.Training will cover information on both retail products and professional treatment application.Training for our retail only brands will be conducted via Webinar.
Yes, completion of the relevant training is required before you can purchase and stock products from our
brands.
Yes, all our training courses are CPD accredited.
Yes, you will receive a certificate after completing your training.
Yes, we have an online hub available for refresher training.
Stockists & Partnerships
You can apply to become a Dermapure partner and stockist directly through our website. Navigate to the Become a Partner tab in the main navigation bar, then select Become a Stockist from the dropdown menu.
Please complete all sections of the application form as accurately as possible. Once submitted, our team will
review your application and be in touch in due course.
These will be provided to you during the onboarding process.
This is dependant on the information provided, communication with the relevant BDM and payment for opening order. The process can take as little as 3 days.
Yes, you can stock multiple Dermapure-distributed brands. To do so, your account will need to be upgraded or a bespoke opening package created. To discuss your options, please contact your BDM or our team on 01932 339160.
Marketing & Business Support
Yes, marketing materials and imagery are available to all stockists via our shared drive, which is provided during onboarding. We also offer a selected range of marketing materials available for purchase directly through our website.
Contact & Support
To get in touch with us, please visit the Contact tab in the main navigation of our website, where you can submit a support ticket to our team.
For a faster response, you can also contact us by phone on 01932 339160 or email us at info@dermapure.uk