Quick answers to common questions about ordering, delivery, payments, returns, and our products. Still need help? Email sales@derma.pk or WhatsApp +92 320 5999650.

Orders & Delivery

Do you deliver across Pakistan?

Yes — we deliver nationwide, to all major cities and towns across Pakistan.

How long does delivery take?

Orders are typically delivered within 3–5 working days after your order is confirmed.

Is delivery free?

Delivery is free on orders over Rs.5,000. For orders below that, a standard delivery charge is shown at checkout.

How do I track my order?

Use our Track Your Order page and enter your order number or the phone number you used at checkout.

Can I change or cancel my order?

If your order hasn’t shipped yet, contact us as soon as possible at sales@derma.pk or WhatsApp +92 320 5999650 and we’ll do our best to help.

Payments

Do you offer Cash on Delivery (COD)?

Yes — Cash on Delivery is available nationwide.

What payment methods do you accept?

You can pay by Cash on Delivery or use the secure online payment options available at checkout.

Returns & Replacements

What is your refund policy?

We operate on a replacement-only basis — we do not offer cash refunds. Eligible issues are resolved with a replacement. See our full Refund Policy for details.

I received a damaged or defective item — what do I do?

Please notify us within 48 hours of delivery with clear photos of the issue, and we’ll verify and arrange a replacement.

I received the wrong item — what do I do?

Contact us within 7 days of delivery and we’ll arrange for the correct item to be shipped.

How do I request a replacement?

Email sales@derma.pk or WhatsApp +92 320 5999650 with your order number, a description of the issue, and clear photos. Our team replies within 1–2 business days. Please don’t return any item before getting authorization from our team.

Which items can’t be returned?

For hygiene and safety, opened or used products and used personal-care items can’t be returned (unless they were defective on arrival). Items returned without prior authorization may not be accepted.

Products & Prescriptions

Are your products authentic?

Yes. derma.pk is a licensed pharmacy (Drug Sale License No. 05-352-0066-113523P) and we supply 100% authentic products sourced directly from brands and authorized distributors.

Do I need to upload a prescription for prescription medicines?

No upload is required. Prescription items are dispensed under qualified pharmacist supervision. If our pharmacist needs any clarification, our team will reach out to you.

Are prescription or compounded products returnable?

Prescription and compounded/dispensing products are non-returnable once dispensed, unless there is a verified error on our part (wrong product, incorrect formulation, or a quality defect).

Is your content reviewed by experts?

Yes — our clinical content is reviewed by Pakistani-registered pharmacists and dermatologists, so you can shop with confidence.

Contact & Support

How can I contact you?

Email: sales@derma.pk
WhatsApp / Phone: +92 320 5999650
Address: 48/38 Quaid Commercial, Sector E, Bahria Town, Lahore, Pakistan

What are your support hours?

Our team is available Monday to Saturday, 11:00 AM – 6:00 PM.