Frequently Asked Questions

Delivery is free on orders over R1000. Below that, the courier rate is calculated at checkout based on your address, so you see the exact cost before you pay.

You can also collect from Fourways at no charge. Choose that option at checkout and we will let you know when your order is ready.

We dispatch within 1 to 3 business days. Once it is with the courier, delivery takes a further 1 to 5 business days depending on where you are, with main centres at the faster end and outlying areas at the slower end.

Business days mean Monday to Friday, so an order placed on a Friday afternoon begins its dispatch window the following Monday.

Anywhere in South Africa. We do not currently ship internationally.

Yes, free of charge from Fourways. Choose Collect from Fourways at checkout and we will confirm by email once your order is ready.

Collection is by arrangement rather than a walk-in shop, so please wait for that confirmation before setting off.

Yes. You will receive a tracking link by email as soon as your order is dispatched, and your full order history is in your account.

Card, instant EFT, Capitec Pay, PayShap, Apple Pay, Google Pay and scan to pay are all accepted, handled securely by our payment provider. Your full card details are never stored by us.

If it has not been dispatched yet, email us as soon as you can and we will do what we can. Once it is with the courier we cannot alter it, but you can return it under our returns policy.

It is worth having one. Your account keeps your order history and tracking in one place, and saves re-entering your address each time.

Message us from the product page and we can usually restock within 2 to 4 business days. It is worth asking rather than waiting.

Items can be returned within 7 days of delivery provided they are unopened, unused and still sealed in their original packaging. Once a product has been opened we cannot accept it back.

Skincare is applied to your body, so once a seal is broken we cannot confirm the product is safe to sell to anyone else. Anything that arrives damaged or incorrect is handled separately and is not affected by this.

Full detail, including how to start a return, is on the returns page.

Email info@dermhaus.co.za with your order number and a photo of the problem, and we will arrange a replacement or a refund.

This is not a return, so the sealed-packaging condition does not apply and there is no cost to you. It covers anything that reached you damaged, incorrect or missing from the parcel.

No. Skin responds differently from person to person, and a reaction or a product simply not suiting you does not mean there is anything wrong with it. Once it has been opened we cannot accept it back.

This is the one worth asking us about beforehand. Email us before you order, tell us what your skin is like and what you are already using, and we will tell you honestly whether something is likely to suit you.

Retinoids, which includes the retinol and retinal products we stock, are generally avoided during pregnancy and while breastfeeding. High-strength salicylic acid is usually limited too.

Bakuchiol, azelaic acid, niacinamide, vitamin C, hyaluronic acid and mineral sunscreen are commonly considered suitable, and we stock all of them. The bakuchiol page is a sensible place to start if you are replacing a retinol.

This is general information rather than advice about you. Your doctor, midwife or dermatologist knows your history and should have the final say.

Yes. We are authorised retailers for every product we sell.

That also means you receive the South African formulation, which sometimes differs from the European or American version of the same product. Worth knowing if you are comparing against an ingredient list or a review from overseas: the ingredients on our product pages are the ones for the product sold here.

On every product page, under Key Ingredients. The list shown is the one for the product sold here, which matters because formulations vary by market.

We can help you compare products, explain what is in them and point you at the right shelf. For a diagnosis, a persistent condition or anything you are worried about, please see your own doctor or dermatologist.

Cool, dry and out of direct sunlight suits almost everything. Vitamin C serums in particular degrade faster in heat and light, so a cupboard beats a sunny windowsill and a fridge is not a bad idea in summer. The instruction on the carton always takes priority.

DermHaus is a doctor-led skincare retailer in Johannesburg. The range is curated by our directors, Drs M.A. and A. Ahmed.

Brands earn their place here on the evidence behind them rather than on how fast they sell. That makes the range narrower than most, which is the point: everything on the shelf is something we would recommend.

In line with the Protection of Personal Information Act. What we collect and why is set out on the privacy policy page.

Use the unsubscribe link at the foot of any marketing email, or tell us and we will remove you straight away.