Question 1

How do I place an order?

Accepted Answer

Browse the shop, add the items you want to your cart, then go to checkout. You'll confirm your delivery details and pay securely before your order is placed.

Question 2

What payment methods can I use?

Accepted Answer

Payments are processed securely through Paystack, so you can pay by debit/credit card or mobile money. All prices are in Ghana Cedis (GH₵).

Question 3

Is it safe to pay on your site?

Accepted Answer

Yes. Card and mobile-money payments are handled by Paystack, a trusted payment provider. We never see or store your full card details.

Question 4

How do I know my order went through?

Accepted Answer

After a successful payment you'll see an order confirmation, and the order will appear under My Orders. You'll also receive a confirmation email.

Question 5

Can I change or cancel my order after placing it?

Accepted Answer

Contact us as soon as possible and we'll do our best to help. Once an order has been processed or shipped, changes or cancellation may no longer be possible.

Question 6

How much is delivery?

Accepted Answer

Delivery is charged based on the courier's rates for your location, and we'll confirm the cost with you by phone. Pickups in Ho are free.

Question 7

How long will my order take to arrive?

Accepted Answer

Orders are usually processed within 2-3 business days. After that, delivery typically takes 1-2 days in Ho and surroundings, 3-5 days to major cities like Accra, and 5-7 days to other locations.

Question 8

Which areas do you deliver to?

Accepted Answer

We deliver across Ghana. We don't ship internationally yet, but contact us if you'd like to discuss it.

Question 9

How do I track my order?

Accepted Answer

Log into your account and open My Orders to see the latest status of each order. Our delivery partner will also call you when your package is out for delivery.

Question 10

What is your refund policy?

Accepted Answer

For hygiene and safety reasons we don't offer refunds, and all sales are final. Please double-check your items before completing checkout.

Question 11

My item arrived damaged, wrong, or defective — what can I do?

Accepted Answer

We'll gladly exchange items that arrive damaged, defective, or incorrect. Take a clear photo and contact us within 3 days of delivery; we'll review your request within 2-3 business days and arrange the exchange.

Question 12

Can I exchange a sale item?

Accepted Answer

Sale items are final sale and can't be exchanged.

Question 13

Are your products suitable for melanin-rich skin?

Accepted Answer

Yes. Dermapharm focuses on clinical, evidence-based skincare formulated with melanin-rich skin in mind.

Question 14

How do I choose the right product for my skin?

Accepted Answer

On the shop you can filter products by skin type and concern. If you'd like tailored guidance, you can book a consultation with our clinical team.

Question 15

I had a reaction to a product — what should I do?

Accepted Answer

Stop using the product right away and report it to us through our reaction form so our team can follow up. If your reaction is severe, please seek medical attention immediately.

Question 16

Do I need an account to shop?

Accepted Answer

Creating an account is recommended. It lets you track your orders, save delivery addresses, and your cart will follow you across devices.

Question 17

Where can I see my past orders?

Accepted Answer

All your orders are listed on the My Orders page when you're logged in.

Question 18

Will my cart be saved if I log in?

Accepted Answer

Yes. When you're signed in, your cart is saved to your account and syncs across your phone, tablet, and computer.

Question 19

How do I book a consultation or service?

Accepted Answer

Go to the consultations page, choose the service you want, and pick a date and time. We'll confirm your booking, often via WhatsApp.

Question 20

How much does a consultation cost?

Accepted Answer

Some services are priced by the consultant after assessing your needs. Where this applies, you'll be informed of the price before anything is confirmed.

Question 21

Where can I see my bookings?

Accepted Answer

Your appointments are listed on the My Appointments page when you're logged in.

Help Center

Track your order

Shipping & delivery

Returns & exchanges

Book a consultation

Report a reaction

Contact us

Frequently asked questions

Orders & Payment

Shipping & Delivery

Returns & Exchanges

Products & Skin

Account & Orders

Appointments & Consultations

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