Find answers to our most frequently asked questions here.
For anything else, please contact our Customer Service Team using the details below:
hours: 8.30am - 4.30pm Monday to Friday. (Excludes Bank Holidays)
headquarters: 1st Floor, Building Q4, Randalls Way, Leatherhead, Surrey KT22 7TW
call us: 01372 363600 email us: customerservice@dermalogica.co.uk
Pro Shop is the new shopping website for Professional Skin Therapists in UK and Ireland. It launched on 23rd July 2026 and replaces My Account.
Pro Shop is semi-public meaning some content is visible to the public and prospective Professional Skin Therapists, while other content such as pricing and offers is only available to registered accounts who are logged in.
If you are a consumer, please visit our consumer site at Dermalogica.co.uk
My Account was the name of our former shopping platform for Professional Skin Therapists in UK and Ireland.
My Account has now been retired and replaced with Pro Shop. Pro Shop offers a new and improved shopping experience and even more new features will be revealed shortly.
Some users of the former My Account site may find their Login no longer works. If this applies to you, please review our FAQ section dedicated to Logging In Help.
Pro Shop uses more modern technology to help you enjoy a shopping experience that feels more familiar to other places you may order from online.
The new technology allows us to offer:
There are lots of exciting changes to enjoy, so login and take a look around!
Pro Shop is designed for Professional Skin Therapists.
Some content is reserved for approved account holders only and only approved accounts can place orders on Pro Shop.
There are now separate sites to serve UK and Irish Professional Skin Therapists.
Pro Shop now limits Logins, Ordering and Payments to one unique email address per account number. If you are having trouble logging in, please see our dedicated Login FAQ section.
If you are a qualified Professional Skin Therapist, or Student in training, not yet working with us, please visit our Join Us page to begin your application and our team will be happy to assist.
If you are a consumer, please visit Dermalogica.co.uk
To join Pro Shop you must be one of the following:
If this applies to you, please visit our Join Us page to submit your details via our application form.
Please note, Pro Shop is for professionals, if you are a consumer, please visit Dermalogica.co.uk
We operate Single Sign On (SSO) so your login for Pro Site will also activate your Pro Shop login.
If you have never logged in on Pro Site, please do that first, otherwise Pro Shop will not work correctly for you.
Ordering on Pro Shop is now limited to the main account holder only, with one login and email per account. If you are the business owner, and forgotten your email, please liaise with your Business Consultant, or Customer Service.
If you held more than one account number on My Account, you will need a unique email for each account number. Please liaise with your Business Consultant, to nominate your preferred email for each account number. If this is a new email, you will need to also verify it on Pro Site first before logging on to Pro Shop.
This is designed to give wider benefits to the business owner, ie for our new Pro Loyalty.
Some Irish accounts will need to contact Customer Service to confirm their address, before they can login. We are also trying to contact those impacted by this to complete your account set up.
If you previously had multiple accounts accessing MyAccount, please note that they will no longer be able to all login and order on Pro Shop. Ordering is limited to the main account holder only. However, they will be able to access limited parts of the site for informational purposes.
They can through continue to enjoy all the features of Pro Site and Education, exactly as before and we very much encourage this to be continued with to support your team's ongoing training and development.
If you have a managed account, please contact your Business Consultant,
If you do not have a managed account, please contact Customer Service to lodge your request to change your email login.
Requests will undergo security and verification checks prior to any changes being made, so please allow time for this to be completed.
Accounts are limited to one email per business to order on Pro Shop, if you have a supporting role in the business, you may enjoy the public view of Pro Shop for informational purposes, and can continue to enjoy all the benefits of our sister site, Pro Site and all our educational offering, exactly as before using your existing login.
Unfortunately multiple logins for Pro Shop is not possible at this time.
If your staff had access to My Account, those logins can still be used to enjoy our sister sites: Pro Site and our entire educational offering, exactly as before.
If you had separate logins for Accounts Payable teams, please note we will continue to send monthly invoices to enable this and you can speak to our Finance team to explore all options to pay, including our new Go Cardless direct debit option.
If you are new to Dermalogica Pro Shop, and are a qualified Professional Skin Therapist, Student training in this field, or working in the pharmaceutical or medical sectors, you can apply to join our program by following the links to Join Us.
Parts of Pro Shop are visible to the public for informational purposes, but pricing, offers and Loyalty are viewable only to account holders.
Steps may vary by device. If on a desktop device, click on your Profile icon in the top right corner - this shows the first letter or initial of your first name. In the dropdown, choose 'Profile'. Scroll to the bottom of this page to find the 'Sign Out' button. On other devices open the main menu and the steps will be similar.
Grey points has been paused since 1st March 2026. Account holders were invited to redeem any unspent points by 28th February 2026.
In it's place, we now have Pro Loyalty, which launched with Pro Shop on 23rd July 2026.
While we invited accounts to spend their points by 28th February 2026, we realise in some situations, some points may have remained unspent for unforeseen reasons.
For qualifying accounts, any unspent points have been 'banked' as a gesture of goodwill up to 30th June 2026.
Please note, your points will carry an extra 00 on the end, and our Rewards will also carry an extra 00 on their points value, this is due to us using a new system.
You can view your order history by first logging in to your account, then navigate to your profile and clicking the Orders button.
If you previously ordered on our former site My Account, these older orders may display slightly differently.
Where applicable, we have carried over 18months of order history from My Account. If you needs order details older than this, please contact Customer Service, with the date period you need.
Once an order has been placed, we are unable to guarantee amendments or cancellations.
We advise you to take care in checking your order before confirming it.
We pick, pack and process the orders very quickly and therefore it is usually not possible to make changes.
Products may show as unavailable due to low stock levels or high demand.
If a product is unavailable, we recommend checking back at a later date or contacting Customer Service for further information on when it is due to be replenished.
Delivery times depend on your location:
UK Mainland: 24-hour delivery (for orders placed before 12pm UK).
Northern Ireland & Republic of Ireland: 48-hour delivery. Please take care to order from our Irish site.
No, delivery times are provided in good faith but are not guaranteed. We cannot accept responsibility for delays caused by couriers or circumstances outside of our control.
Orders must be placed before 12pm (UK time) to qualify for the stated delivery timeframes.
Delivery is free on orders over:
£500 (UK)
€625 (Ireland)
(excluding VAT)
Orders below this value will be subject to a delivery charge of £7.00/€11.00.
While we aim to meet all delivery timeframes, delays can occasionally occur due to factors outside of our control (e.g. courier, weather or transport issues).
Please use the tracking information in your order confirmation email to check the whereabouts of your order.
Once your order has been dispatched, you will receive an email from the courier with your tracking information.
If your order is held at customs, the courier will contact us directly if any additional information or documentation is required, and we will work to resolve this as quickly as possible.
Customs clearance is outside of our control and may result in delivery delays.
If your order is missing items or has not arrived, please contact Customer Service as soon as possible with your order details.
We will raise an investigation with the warehouse and/or courier and keep you updated on the outcome.
We aim to resolve claims as quickly as possible, however timeframes can vary depending on the nature of the issue and any investigations required with the courier or warehouse.
We will keep you updated throughout the process and confirm next steps once the investigation is complete.
Autoship is a pre-order service that allows you to secure stock ahead of a product launch or promotion. We usually tie this to a promotion or deal to celebrate the launch. Your order is placed in advance and processed in line with the agreed Autoship timelines.
Autoship orders are processed in line with the scheduled timelines communicated at the time of the drop. This may include multiple processing dates depending on the campaign.
You can amend or cancel your Autoship order up until the opt-out date. After this date, no changes can be made.
If payment fails, we will reattempt to process your order. Reattempt dates will be confirmed by your Sales Representative.
Shipment dates will vary depending on the launch and will be communicated as part of each campaign.
All training and education for Professional Skin Therapists working with Dermalogica can be accessed via the Dermalogica Pro Learning Hub.
Please visit: https://learn.dermalogica.co.uk/login/index.php to view and book available courses.
We offer a range of education to our customers and their Professional Skin Therapist colleagues, including product knowledge, advance service protocols and treatment techniques, to help you grow your business.
Details of our training hub locations can be found on the Dermalogica Pro Learning Hub.
Please visit: https://pro.dermalogica.co.uk/find-your-local-training-centre/
Yes — we offer a range of online training which can be accessed via the Dermalogica Pro Learning Hub.
Please visit: https://learn.dermalogica.co.uk/login/index.php to view available courses.
You can find detailed product information and treatment protocols in The Book on the Dermalogica Pro Learning Hub.
Please visit: the book - Dermalogica PRO UK
