frequently asked questions

What types of delivery do you offer?

You can have goods delivered within the Czech Republic and Slovakia via GLS or choose one of the pickup points of the Zásilkovna service. You can read more about delivery options here.

How long will it take to receive my shipment after ordering?

The standard delivery time is 2–3 business days. If you choose immediate payment by card or cash on delivery, we will dispatch the goods immediately. If you selected payment by bank transfer, the shipment will be sent as soon as the payment is credited to our account. 

What is the cost of delivery?

The cost of delivery depends on the carrier you choose, the payment method, and whether you are ordering delivery in the Czech Republic or Slovakia. In the Czech Republic, the delivery cost with GLS for payment by bank transfer or online card is 131 CZK, with GLS ParcelShop is 60 CZK, and via Zásilkovna is 70 CZK. In Slovakia, the delivery cost with GLS is 6.5 €, and with Zásilkovna is 3.5 €. You can learn more about delivery prices here. 

Do you deliver to international locations?

Currently, we only deliver goods within the Czech Republic and Slovakia.

 

What about returns?

You can return items that do not meet your expectations within 14 days of delivery, free of charge and without providing a reason. The returned goods must be unused and in their original, undamaged packaging. Otherwise, we reserve the right to refuse the return. The cost of return shipping is covered by the customer. For more detailed information, including the complete return procedure, please visit here.  

 

When and how will I get my money back if I return the goods?

Once you receive an email confirming the receipt of the returned goods, you can expect your money within 10 business days. We will refund it in the same manner in which we received it, unless we agree otherwise.

 

How does the goods complaint process work?

If there is anything wrong with the goods and you wish to make a complaint, please let us know as soon as possible after receiving the goods. You can contact us by phone at +420 724 165 994 or email reklamace@salonpro.cz. For a quick resolution, you can also use the complaint form here. Send the complained goods to the address Salon Professional, Complaints, Pod Bání 8, Prague 8.  

Currently, it is not possible to use our showroom for complaints or returns, as it is temporarily closed. Therefore, the return of goods to our address is only possible through a carrier. Thank you for your understanding and we apologize for any inconvenience.

 

Is it possible to pick up goods personally or collect them at the store?

Due to the closure of our showroom, the service for personal order pickup is currently unavailable. We apologize for any inconvenience and thank you for your understanding. 

 

How can I find out about current promotions and offers?

The easiest way to stay updated on all news and promotions is to sign up for our newsletters here. We prepare special offers, discounts, and bonus gifts with purchases for you every month, so stay in touch with us! 

 

Can I try and test the goods before purchasing?

You can arrange to try the goods with our colleague in the showroom. Simply contact them at +420 724 165 994 or email info@dermalogica.cz to arrange a suitable method.

 

I'm not sure which product would be ideal for my needs. How should I proceed?

If you need help choosing a product or have any questions, we are fully available at +420 724 165 994 or email info@dermalogica.cz. You can also visit one of our partner salons. You can arrange a consultation or directly have the service performed. You can find a list of partner salons here. 

 

Why is the order number different from the one provided by the carrier?

There is no need to worry; each order is labeled with several numbers. One of these is our internal number (usually starting with the current year). The carrier has its own number under which they deliver your shipment. You also have a tracking number to check the status and movement of your order on the carrier’s website. 

 

What should I do if I want to receive all information about news and discounts?

You will stay informed about all important information by registering on our e-shop here. We also share news, discounts, competitions, and other interesting updates about our company on our Facebook and Instagram profiles, so don’t forget to follow us!

 

What benefits does registration with you bring?

Registering on our e-shop brings a range of benefits. In addition to a complete overview of your orders and the ability to create a list of favorite products, you will be the first to know about all promotional offers, news, and discounts. Registration also allows you to access loyalty discounts or gifts with your purchase. Learn more information here.