Shipping policy

1. Order Processing

All orders are processed within 1–2 business days (Monday–Friday, excluding federal holidays).

Once your order is placed:

  • You will receive an order confirmation email.

  • You will receive a separate email with tracking details once your order has been dispatched.

During peak seasons, promotional events, or high-volume periods, processing times may be extended. We reserve the right to adjust processing times without prior notice where necessary.

2. Delivery Times

Estimated delivery time within the United Kingdom is:

🚚 5–14 business days from dispatch

Estimated delivery time within the United States is:

🚚 3–5 business days from dispatch

Delivery timeframes are estimates only and are not guaranteed.

Actual delivery times may vary depending on:

  • Courier performance

  • Weather conditions

  • Carrier delays

  • Regional factors

  • High-volume periods

Masculis is not responsible for delays once an order has been transferred to the carrier.

3. Shipping Fees

Shipping fees are calculated at checkout based on:

  • Delivery location

  • Order size

  • Selected shipping method

We may offer promotional free shipping from time to time. Such promotions are subject to change without notice.

Shipping fees are non-refundable unless required by law.

4. Order Tracking

Once your order has shipped, you will receive a tracking link via email.

Carrier tracking confirmation serves as proof of shipment and delivery.

If you do not receive tracking details within 3 business days of placing your order, please:

5. Delivery Area

We currently ship within the United States.

We reserve the right to limit or refuse shipping to certain regions or addresses at our discretion.

International shipping may be offered in the future.

6. Risk of Loss & Title Transfer

All orders are shipped via third-party carriers.

Risk of loss and title transfer to you upon our transfer of the order to the carrier.

Once the carrier confirms delivery, Masculis is not responsible for lost, stolen, or misplaced packages.

If a package is marked as delivered by the carrier but you claim non-receipt, you must contact the carrier directly to file a claim.

7. Incorrect Address & Failed Delivery

Customers are responsible for entering accurate shipping information at checkout.

Masculis is not responsible for:

  • Orders shipped to incorrect addresses provided by the customer

  • Failed delivery attempts

  • Packages returned due to incorrect or incomplete address information

If a package is returned to us due to incorrect address or failed delivery:

  • Additional shipping fees may apply to resend the order.

  • We reserve the right to deduct original shipping costs from any refund.

Address changes cannot be guaranteed once an order has been processed.

8. Damaged or Missing Items

If your order arrives damaged or incomplete, you must contact us within 48 hours of confirmed delivery.

Email: support@dermalume.co.uk

Include:

  • Your order number

  • Clear photographs of packaging and product

  • Description of the issue

Claims submitted outside the 48-hour window may be denied.

We reserve the right to replace items instead of issuing refunds.

9. Lost Packages

If a shipment is lost in transit:

  • We will assist in filing a carrier investigation.

  • Replacement or refund decisions are made after carrier confirmation.

Masculis reserves the right to deny claims where tracking confirms delivery.

10. Delays Beyond Our Control (Force Majeure)

Masculis is not liable for delays caused by events outside our reasonable control, including but not limited to:

  • Weather disruptions

  • Natural disasters

  • Carrier operational delays

  • Labor strikes

  • Governmental actions

  • Supply chain disruptions

We will make reasonable efforts to communicate delays when known.

11. Fraud Prevention & Delivery Confirmation

For fraud prevention purposes:

  • We may require signature confirmation for certain orders.

  • We may delay or cancel orders flagged for review.

  • Delivery confirmation from the carrier constitutes proof of delivery in chargeback disputes.

Masculis reserves the right to refuse shipment or cancel orders suspected of fraud.

12. Contact Us

If you have any questions regarding your shipment, please contact:

📧 support@dermalume.co.uk
Phone: 07310 360463