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Frequently Asked Questions
Everything you need to know about ordering, shipping and our products.
Shipping
Orders & Payment
Returns & Refunds
Products
Wholesale
How long does delivery take?
We prioritize delivery to Spain, Italy and France. For in-stock orders placed before 13:00 CET, dispatch is typically same-day. Delivery usually arrives within 2 business days. Delays may occur during peak periods or due to carrier issues, though these are rare.
How will I receive my tracking number?
Once your order is dispatched, you will receive a confirmation email containing your tracking number. If you do not see it in your inbox, please check your spam folder. You can also contact us at info@loxoderma.com and we will provide tracking details promptly.
Do you ship from Europe?
Yes. LOXO DERMA operates through an Estonian legal entity and dispatches orders from EU stock. This means no customs delays for buyers within the EU, and all documentation is fully compliant with European regulations.
What happens if there is a customs issue?
As we ship within the EU, customs issues are uncommon. If a problem does arise, please contact us as soon as possible and we will work with you to resolve it. We handle each situation individually and aim to find a fair outcome.
What are the shipping costs?
Free shipping is available on orders above €79. For orders below this threshold, a standard shipping fee applies. For large or recurring orders, shipping may be calculated individually — please contact us to discuss.
How do I place an order?
You can browse and order directly through our store. LOXO DERMA is designed for professional buyers — clinics, practitioners and resellers. If you have questions before placing an order, feel free to reach us at info@loxoderma.com.
What payment methods are accepted?
We accept major credit and debit cards, as well as other payment options available at checkout. For bank transfer arrangements or invoicing, please contact us directly.
Can I cancel or modify my order?
If you need to cancel or modify your order, please contact us as soon as possible at info@loxoderma.com. Cancellations can only be processed before the order has been dispatched. Once shipped, we are unable to make changes.
I was charged twice by mistake. What should I do?
If you believe you have been charged more than once, please contact us immediately at info@loxoderma.com. We will verify the payment records and process a refund for any duplicate charge as quickly as possible.
What is your return policy?
Due to the nature of our products, we do not accept returns on opened or used items. If you received a damaged, incorrect or defective product, please contact us within 48 hours of delivery and we will work to resolve the issue.
How do I request a refund?
To request a refund, please contact us at info@loxoderma.com within 48 hours of receiving your order. Include your order number, a description of the issue and photos where applicable. We will assess the situation and respond as quickly as possible.
How long does a refund take?
Once a refund is approved, it is typically processed within 3–5 business days. The time it takes to appear in your account may vary depending on your bank or payment provider.
My order arrived damaged. What should I do?
Please contact us at info@loxoderma.com within 48 hours of delivery with photos of the damaged item and packaging. We will arrange a replacement or refund depending on the situation.
I received the wrong product. What should I do?
We apologise for the error. Please contact us at info@loxoderma.com with your order number and a photo of the product received. We will arrange the correct item to be sent as quickly as possible.
Are your products authentic?
Yes. All products on LOXO DERMA are MFDS certified (Ministry of Food and Drug Safety, Korea) and sourced from verified manufacturers. Full product documentation is available upon request.
Can you provide product documentation or certificates?
Yes. We can provide certificates of authenticity and MFDS certification where applicable. Please contact us at info@loxoderma.com with your request and we will respond promptly.
Who are your products intended for?
Our products are intended exclusively for licensed medical and aesthetic professionals — including clinics, practitioners and authorised resellers. Buyers are expected to have the appropriate qualifications and training for any product they purchase.
Do you offer product advice or usage guidance?
We are not in a position to provide medical or clinical advice. All products should be used by qualified professionals only. If you have questions about a specific product, we recommend consulting the manufacturer's documentation or a licensed medical professional.
A product I need is out of stock. When will it be available?
We continuously work to maintain stock of our core product range. If a product you need is currently unavailable, please contact us at info@loxoderma.com and we will let you know the expected restock timeline or suggest an alternative.
Do you offer wholesale pricing?
We are a focused B2B supplier and our pricing is already structured for professional buyers. For larger or recurring orders, we are happy to discuss pricing on a case-by-case basis. Please reach out at info@loxoderma.com.
Is there a minimum order quantity?
No. There is no minimum order quantity. You can order as little or as much as you need. We welcome both one-off purchases and repeat buyers who order regularly.
Can you issue invoices or trade documentation?
Yes. As an Estonian-registered entity, we can provide proper EU invoices and trade documentation as required. Please mention your needs when placing an order or contact us in advance at info@loxoderma.com.
Can I set up a recurring order?
We are happy to work with buyers who need regular replenishment. If you have a consistent product need, get in touch and we can discuss how to make the process as smooth as possible for you.
I am a distributor. Can we work together?
We are open to conversations with distributors and resellers operating in our target markets — Spain, Italy and France. If you are interested in a longer-term supply arrangement, please contact us at info@loxoderma.com and we will get back to you.
Still have a question? Reach us at info@loxoderma.com. Our team is available Monday to Friday, 12:00–20:00 KST (04:00–12:00 CET) and we aim to respond within the same business day.