We are here to help you! Below are some of the FAQs received from our clients which we hope will settle any queries you may have in relation to your online purchase.

Purchase process

How can I purchase on the website?

Purchasing through www.prima-derm.com is very easy!

Just proceed as follows.
1. Choose the product/s you want in the “Store” section of the menu. There you can choose based on different categories, skin needs or brands, depending on what interests you most.
2. View the product/s you are interested in. Click to enlarge the photograph and see all the details. You can also click on “More INFO” to see a detailed description of the product.
3. Select a product and add the item to your cart. You can then choose to either continue shopping or process the order.
4. If you want to continue shopping, repeat the process, and if you want to process the order, register.
5. After entering your data, check the information is correct and press “confirm”.
6. Check that the delivery address is correct and select a payment method: Visa, Visa Electron, Mastercard, bank transfer or PayPal.
7. Confirm the order.
8. You will receive an e-mail confirming the order.

Can I buy products of any of the Prima-Derm brands?

Yes, of course! The official Prima-Derm website offers you all the products of the different brands, and we can send them to wherever you want: your home or work.

How do I modify my basket?

At any time you can click on the basket icon to see the summary of contents and modify it if necessary.

You can modify or eliminate the amounts of any product. You will also see a blank space for discount coupons. Finally, you have the option PLACE ORDER to complete the purchase.

Can I buy from my mobile phone or tablet?

Yes! Enter www.prima-derm.com as you would from your computer and you will automatically see the version for these devices. It may be slightly different but the procedure is exactly the same.

Can I buy without being registered?

You must be subscribed to the website to place an order or buy products. If you are not already registered, your data will be requested the first time you add a product to the basket.

Payment methods

How can I pay my purchases in the online shop?

There are various possible payment methods:

1. By credit card, VISA or MasterCard.
2. Through your PayPal account.
3. By bank transfer. Prima-Derm will send you the data for making the transfer by e-mail.

Payment is totally secure.

I need an invoice

You can ask for a copy of your invoice on paper by calling the Customer Telephone Service or sending an e-mail to facturacion@prima-derm.com.

Shipments and delivery terms

How much does the shipment cost? How long does the order take to arrive?

Shipment to the Spanish peninsula is free for orders exceeding 20€. In the case of shipments to the Balearic Islands, Canary Islands or other parts of Europe, the conditions are different. You can consult the ordering prices from which shipment is free, and the shipment prices, here.

Peninsula ASM – Free for orders over €25.

– €4.90 for orders less than €25.

3/4 working days after the receipt of the order.
Balearic Islands ASM – Free for orders over €45.

– €8.90 for orders less than €45.

4/5 working days after the receipt of the order.
Ceuta and Melilla ASM – A prior quotation is required. Contact: pedidos@prima-derm.com To be confirmed.
Canary Islands ASM – Shipment will be made via the Click Canarias platform.

– A prior quotation is required. Contact: pedidos@prima-derm.com

Terms offered by Click Canarias.
Europe UPS – Free for orders over €60.

– €24.90 for orders less than €60.

4/5 working days after the receipt of the order.
International UPS/ FEDEX – A prior quotation is required. Contact: pedidos@prima-derm.com
To be confirmed, depending on the destination.

What are the delivery terms?

All orders are processed and issued on the working day after reception of the order.

Delivery takes place from Monday to Friday, though if the delivery date cannot be met for any reason, the customer will be duly informed. Thus, they will have the option of being able to continue the purchase process and be informed of the new delivery date, or cancel the order and receive a full refund of the price paid.

You can consult the cost and delivery term based on the destination in the previous query.

1. Additional shipment information
The orders will be delivered to the address indicated by the customer.

Prima-Derm, S. L. accepts no responsibility if delivery cannot be made because the supplied information is incorrect or incomplete.

Prima-Derm, S. L. accepts no responsibility if the order is rejected by the addressee, or if the latter is absent upon delivery, and reserves the right to charge the customer the full price of the order.

For deliveries to hospitals, hotels, public institutions and other locations with general public access restrictions, the orders will be delivered to the reception area (or similar). In this case, an attempt will be made to obtain the signature of the receiving person, and the order will be considered to have been delivered. No responsibility will be accepted for circumstances occurring after delivery.

In such cases, please provide as much information as possible, such as for example the Department name, room name, floor number, full name of the addressee, etc.

2. Shipment monitoring
When the order leaves our warehouses, you will receive an e-mail informing you that your order has left our premises. You will be given a tracking number to allow you to know the status of your shipment at all times. We know you want to have your products at home!

Can I buy from Ceuta/Melilla?

Yes, you will need to contact the Customer Assistance Service at pedidos@prima-derm.com to know the shipment conditions and costs.

Can I buy from the Canary Islands?

Yes, you will need to contact the Customer Assistance Service at pedidos@prima-derm.com to know the shipment conditions and costs.

Are international shipments possible?

Yes, you will need to contact the Customer Assistance Service at pedidos@prima-derm.com to know the shipment conditions and costs.

My order

How do I check my order details?

Once the order has been confirmed, it will be filed online in our database and you will receive confirmation of your purchase by e-mail within 24 hours. For this reason, you must check your e-mail spam filters to be sure that the messages you receive from pedidos@prima-derm.com reach your inbox without any problem.

As a client, you may consult all your orders in the My Account section of the website.

In the event of error in entering your data when placing an order, write to us as soon as possible to pedidos@prima-derm.com, providing the correct information.

For all other queries in relation to orders, please call (+34 936 81 16 50) or send an e-mail (pedidos@prima-derm.com).


Can I return my order?

Of course you can! To return an order, inform us via e-mail at pedidos@prima-derm.com or dial +34 936 81 16 50, providing the information needed to locate the purchase, and we will inform you about how to return the order.

How do I return my order?

The procedure according to the reason for returning the order is described below:

a) Return due to purchase rejection
If you are not satisfied with the products received, you will have 5 working days counting from the date of reception of the purchase to return any product that has not been used.

Please contact our Customer Assistance Service via e-mail (pedidos@prima-derm.com) or telephone +34 936 81 16 50. Please keep the order or delivery note number (attached to the order) to facilitate the processing formalities.

The following conditions need to be met to return any item / order:
– Only returns of products purchased directly on our website will be accepted.
– The product must be in perfect condition, inside its original packaging, and must contain the promotional gifts (if any). The packs are to be returned whole.
– Returns of used products will not be accepted.

The direct cost of the return will be covered by the customer (6€ per return for the peninsula and 10€ for the Balearic Islands).

No returns will be accepted from the Canary Islands, Ceuta, Melilla and countries other than Spain.

The items returned must be properly protected. Prima-Derm, S. L. reserves the right to reject all returned goods.

Once the returned purchase has been received in our facilities, reimbursement will be processed within the next 7 working days. Once the condition of the products has been checked, reimbursement will be made using the payment mode chosen by the customer at the time of placing the order, provided the aforementioned conditions are met. The shipment costs at the time of purchase cannot be reimbursed.

b) I have received a damaged product
First of all, our team apologizes for the inconvenience. We prepare all our products with the greatest care to prevent damage during transport, but if the order may be damaged or dented during the journey, although this is not a common occurrence.

If some item is found to be broken or in defective condition upon reception, please send us an e-mail to pedidos@prima-derm.com or dial +34 936 81 16 50.

On contacting our Customer Assistance Service you will need to indicate the order number and keep the shipping box, the packaging materials and the damaged items. Our Customer Service staff will contact the haulage firm to collect and check the damaged package, in addition to replacing the defective items. Prima-Derm, S. L. will cover the return costs involved.

We will reply as soon as possible with a solution so that you can enjoy the products the way you deserve.
You have 24 hours from the delivery of the order to the designated address to submit any complaints in the event that any item has been damaged during transport. No complaints will be accepted after this period.

c) I have received a wrong order
All of our team first want to apologize for the incident; although there is no excuse and such problems are not common, there has been an error in the preparation of your order. But don’t worry! To solve the problem, contact us at pedidos@prima-derm.com or call +34 936 81 16 50 and indicate your order number and the erroneous product. We will contact you as soon as possible to solve the problem.

Prima-Derm, S. L. will directly take care of picking up the wrong product and/or of replacing the missing product.

Information about Prima-Derm products

How can I ask for information about your products?

If you have any questions about our products, write to us in the “CONTACT” section and we will clarify all your doubts.

All the brands and products offered in this e-commerce are the property of the company Prima-Derm, S. L., and the described information is correct.

The information and data included in each product and/or photograph are only provided for informative purposes.

Promotions, offers and discount codes

How do the promotions, offers and discount codes work?

The purchasing prices of the products offered on this website are those indicated for each product. The stated purchasing price includes all the taxes applicable according to current legislation to sale of the products. The shipment cost is to be added to this price for orders that do not exceed 25€. Free shipment is provided for orders above this limit.

Our offers or promotions indicate the duration, the number of available units or the number of consumers who can benefit from them. In order to avoid confusions, you can check the validity of our promotions in the final purchasing price, before issuing payment.

The stated price will be respected, unless there has been a manifest error with a recognized incorrect price.


How can I subscribe to the Newsletter?

We are delighted that you want to form part of the Prima-Derm community, in order to find out about new products, promotions and discounts.

You can subscribe by entering your e-mail address in the end zone of our website.

How can I unsubscribe from the Newsletter?

We are sorry you want to cancel your subscription!

At the end of each newsletter you have the option to unsubscribe and cancel the subscription. You can click on “Do you wish to not receive more mails like this?” Cancel subscription and follow the instructions.

If you do not find this option or have doubts about unsubscribing, write to us at info@prima-derm.com and we will process canceling of the subscription as soon as possible.