Frequently Asked Questions

Storage requirements vary by brand and product formulation. Always follow the storage instructions printed on the product packaging and the manufacturer's official documentation. As a general guide:

• Store unopened botulinum toxin products at the temperature specified by the manufacturer. Many brands require refrigeration at 2°C–8°C (36°F–46°F), but storage requirements may vary by product.
• Place the product in the appropriate storage conditions as soon as it is delivered.
• Keep the product in its original packaging and protect it from direct sunlight, excessive heat, and unnecessary temperature fluctuations.
• Do not freeze the product unless the manufacturer specifically permits frozen storage.
• After reconstitution or opening, follow the manufacturer's instructions regarding storage conditions and the maximum recommended period within which the product should be used.
• Do not use the product after its expiry date or if the packaging appears damaged or compromised.
• Always keep the product out of the reach of children.

We are unable to provide medical advice, treatment recommendations, dosage guidance, injection techniques, administration instructions, or advice on whether a particular product is suitable for a specific patient or procedure. For any questions relating to product use, treatment protocols, contraindications, dosage, dilution, injection methods, expected results, or potential side effects, please consult a qualified healthcare professional and refer to the manufacturer’s official instructions for use. Our customer support team can assist with non-medical enquiries, including:

• Product availability and stock information
• Product specifications and packaging details
• Batch numbers and expiry dates, where available
• Order placement and modifications
• Payment confirmation
• Shipping, tracking and delivery
• Returns, replacements and general order-related concerns.
  Please note that any product information provided by our support team is for general informational purposes only and should not be interpreted as medical advice or a substitute for professional clinical judgment.

Storage and handling requirements vary by product, so always follow the instructions printed on the packaging and the manufacturer's official guidance. As a general guide:

• Botulinum toxin products: Many brands require refrigeration at 2°C–8°C (36°F–46°F). Do not freeze unless the manufacturer specifically permits it.
• Dermal fillers: Many hyaluronic acid fillers are stored at room temperature, commonly between 2°C and 25°C (36°F–77°F). Do not freeze and avoid excessive heat.
• Place products under the recommended storage conditions as soon as they are delivered.
• Keep products in their original, sealed packaging and protect them from direct sunlight, moisture, contamination, and unnecessary temperature fluctuations.
• Do not use a product if it has expired, the seal is broken, the container is leaking, or the packaging appears damaged or compromised.
• Always keep products out of reach of children. If you believe a product may have been damaged or stored incorrectly during delivery, keep the product and its packaging, take clear photographs, and contact our customer support team before using or disposing of it.

Yes, melted ice packs are common during transit and do not automatically mean the product has been damaged or is no longer suitable for use. Ice packs are included to help reduce heat exposure during shipping, but they may partially or completely thaw depending on the delivery time, weather conditions, customs clearance, and local handling. Many products can tolerate limited periods outside their recommended storage temperature during transportation. Upon delivery:

• Place the product under the manufacturer’s recommended storage conditions as soon as possible.
• Check the packaging, seal, expiry date, and general condition of the product.
• Do not use the product if the packaging is broken, leaking, visibly damaged, or otherwise compromised.
• Do not refreeze the product unless the manufacturer specifically permits it. A melted ice pack alone is not considered evidence that the product has been damaged. However, if the product arrived unusually hot, the packaging is damaged, or you have concerns about its condition, keep the product and all packaging, take clear photographs, and contact our customer support team before using or disposing of it.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and tracking link. Please note:

• Tracking may not update immediately after shipment.
• For some shipping routes, tracking becomes active only after the parcel reaches the local or regional facility .
• Please check your spam or junk folder if you cannot find the shipping confirmation email.
• You can track the parcel using the link provided or by entering the tracking number on the courier’s official website. If you have not received your tracking details or there has been no update for several business days, please contact our customer support team with your order number so we can assist you.

If your tracking shows that the package has been delivered but you have not received it, please first:

• Check the delivery address on your order.
• Ask household members, neighbours, reception staff, mailroom personnel, or anyone else who may have accepted the parcel.
• Check any safe place, parcel locker, entrance area, or other location where the courier may have left it.
• Contact the courier directly, as they may be able to provide delivery photographs, GPS information, driver notes, or the exact delivery location. In some cases, a parcel may be marked as delivered shortly before the final handover, so please allow up to 1–2 business days for delivery. If you still cannot locate the parcel, contact our customer support team within 7 days of the delivery update and provide your order number and tracking details. Where applicable, we will assist you in opening an investigation with the courier.
  Please note that courier investigations are subject to the carrier’s reporting deadlines, procedures, and final findings.

For selected destinations, we use Chronopost through our European logistics hub to help reduce customs delays and provide a smoother local delivery experience. Shipping route: Korea → EU logistics facility → local courier → customer The process works as follows:

• Your parcel is first transported from our fulfilment centre in Korea to our European logistics facility.
• At the EU facility , the parcel is processed and handed over to the local courier for final delivery .
• Tracking usually becomes available only after approximately 5 business days, when the parcel reaches the final stage of the delivery route.
• This initial tracking delay is normal and does not mean that your order has not been shipped.
• Once the tracking number becomes available and is provided to you, delivery is usually completed within 1–2 business days. If tracking has still not become available after the expected timeframe, please contact our customer support team with your order number .

Many botulinum toxin products are manufactured using freeze-drying (lyophilization) technology, which means the active ingredient is supplied as an ultra-fine, colourless powder rather than a visible liquid. As a result, the vial may appear empty at first glance, even though it contains the product. Before reporting the vial as empty:

• Inspect the vial carefully under good lighting.
• Check the bottom and inner walls of the vial, where the freeze-dried product may be visible as a thin layer or fine residue.
• Verify that the packaging, seal, batch number, and expiry date are intact. The appearance of an "empty" vial is a normal characteristic of many freeze-dried botulinum toxin products and does not necessarily indicate that the product is missing or defective. If you believe the vial is genuinely empty or there are signs of damage, leakage, or a broken seal, please keep the product and all original packaging, take clear photographs or a short video, and contact our customer support team with your order number , product name, batch number , and expiry date. We will be happy to investigate the matter and assist you further.

Saline is often included with eligible orders as a complimentary item. Because complimentary saline is provided free of charge, it is not eligible for a refund, return, or separate replacement if it is missing, damaged, leaking, or broken during transit. Please note:

• Do not use saline if the container is broken, leaking, unsealed, or otherwise damaged.
• Complimentary saline has no separate refundable value.
• Damage to complimentary saline does not affect the eligibility or condition of the main products in the order .
• Please dispose of any broken or leaking saline carefully and safely. If the saline was purchased and charged separately:
• Contact our customer support team with your order number .
• Provide clear photographs of the damaged item and its packaging.
• Once verified, we may issue a refund for the amount paid or preserve the value as store credit to be applied to your next order.
  Any refund or store credit applies only to saline that was separately purchased and paid for .

If your Saxenda® Pen appears damaged or is not functioning correctly , do not force, repair , or modify it. Please contact our customer support team and provide:

• Your order number
• Clear photographs or a short video showing the issue
• The product’s batch number and expiry date Keep the pen and all original packaging until the matter has been reviewed. Please note that our support team cannot provide dosage, administration, or medical-use instructions.

We are unable to advise whether different medical or aesthetic products can be mixed, combined, or used together. This depends on factors such as:

• The specific products involved
• Their ingredients and formulation
• The manufacturer’s instructions
• The intended treatment or procedure
• The clinical judgment of a qualified healthcare professional For questions about product compatibility, preparation, or administration, please consult a licensed healthcare professional and refer to the manufacturer’s official instructions for use. Our customer support team can assist with non-medical information such as product availability, specifications, packaging, batch details, and order-related enquiries.

All products are supplied within the manufacturer’s stated expiry period. Expiry dates may vary depending on the product, manufacturer, and available batch. Please note:

• A product with more than 3 months of remaining shelf life at the time of delivery is considered acceptable.
• Such a product is not eligible for a refund, return, replacement, or store credit solely because of its expiry date.
• Promotional, clearance, or specially discounted products may have a shorter remaining shelf life. Where applicable, this will be stated before purchase.
• If you require a specific minimum expiry date, please contact our customer support team before placing your order . We will confirm the available batch information where possible. Receiving a product with a shorter expiry date does not mean that the product is defective, provided it remains within the manufacturer’s valid expiry period and meets the policy stated above.

Treatment results may vary from patient to patient and depend on many factors. For this reason, we cannot guarantee any specific clinical or aesthetic outcome. Please note:

• All products must be used only by licensed healthcare professionals.
• Individual results may vary depending on the patient, treatment area, technique, dosage, and other clinical factors.
• Dissatisfaction with treatment results alone does not indicate that a product is defective and is not, by itself, grounds for a refund or replacement.
• If you believe there is a genuine product quality issue, please contact our customer support team and provide an unedited video showing the complete unboxing and procedure, together with your order number , product name, batch number , and expiry date.
• All claims are reviewed individually and may require additional information before a decision is made. Our customer support team cannot provide medical advice or assess treatment outcomes.

Import duties, VAT , customs charges, or handling fees may apply depending on the destination country , the value and contents of the shipment, and the shipping option selected at checkout. Please note:

• Some shipping options include shipping costs, customs duties, import taxes, and related clearance charges. Where this applies, it will be clearly stated during checkout or in your order confirmation.
• For shipping options that do not include taxes or customs charges, any duties, VAT , import fees, clearance costs, or courier handling charges are the customer’s responsibility .
• Customs charges are imposed by the authorities or courier in the destination country and are not controlled by BrunoDermalFiller.com.
• Customers are responsible for checking their country’s import requirements and confirming whether any permits, licences, prescriptions, or other documentation are required before placing an order .
• Customs charges, clearance fees, storage costs, penalties, and similar government or courier fees are not refundable by us unless they were expressly included in the shipping option purchased.
• Refusing to pay required customs charges or refusing delivery does not automatically qualify the order for a refund, replacement, or free reshipment. If customs contact you regarding your shipment, please respond promptly and contact our customer support team if documents relating to the order are requested.

Yes, shipping addresses can usually be updated before an order has been dispatched. Please note:

• Contact our customer support team as soon as possible if you need to change your shipping address.
• Please provide your order number and the completely new shipping address.
• Once an order has been dispatched or handed over to the courier, we cannot guarantee that the shipping address can be changed.
• Any address changes after dispatch are subject to the courier's policies and may not be available for all shipping methods.
• If the courier applies for any address correction, rerouting, or similar service fees, these may be the customer's responsibility.
  To avoid delays or delivery issues, please carefully review your shipping details before completing your order .

We ship to most countries worldwide. Available shipping methods and delivery options vary depending on the destination country and the products in your order . Please note:

• The shipping options available for your order will be displayed automatically during checkout.
• Some products or shipping methods may not be available in certain countries due to local regulations, carrier restrictions, or import requirements.
• Shipping availability may change from time to time depending on logistics and destination-specific requirements.
• If your country or preferred shipping option is not available during checkout, please contact our customer support team. We will be happy to check whether an alternative shipping solution is available.

Delivery times vary depending on the destination country, the shipping method selected, and order processing requirements. Estimated delivery times are displayed during checkout for each available shipping option. Please note:

• Delivery times shown at checkout are estimates only and are not guaranteed.
• Processing time and shipping time are separate. Orders are processed before being handed over to the courier.
• Tracking updates may vary depending on the shipping method selected. For certain shipping methods, tracking may only become available after the parcel reaches the final stage of its delivery route.
• Customs clearance, weather conditions, public holidays, carrier operations, and other unforeseen circumstances may occasionally cause delays beyond our control. If your order has exceeded the expected delivery timeframe, please contact our customer support team with your order number and tracking details so we can assist you.

Using your own courier account may be possible, but availability depends on the destination country and whether we have a fulfilment or logistics facility serving that region. Please note:

• This option is generally available only where we have a facility in the relevant region.
• If we do not have a facility serving your destination, using your own courier account may not be possible.
• Availability may also depend on the courier, product type, and local shipping requirements.
• Where approved, the customer will usually need to log in to their courier account, create the shipping label, and send it to our team for collection.
• Any shipping charges, customs duties, taxes, brokerage fees, or other courier charges billed through the customer’s account remain the customer’s responsibility.
  Please contact our customer support team before placing your order so we can confirm whether this option is available for your destination and provide the required collection details.

Orders are usually processed promptly after payment has been confirmed. However, delays may occasionally occur for a variety of reasons. Common causes include:

• Payment is still pending or awaiting confirmation.
• Missing or incorrect customer information (such as name, phone number , email address, or shipping address).
• Additional verification or documentation is required before the order can be processed.
• One or more items are temporarily out of stock.
• Changes requested after the order was placed (such as address or product changes).
• Customs processing, courier disruptions, public holidays, weather conditions, or other circumstances beyond our control. If we require additional information to process your order, we will contact you using the details provided at checkout. Orders will be processed once all outstanding requirements have been resolved. If you have any questions about your order status, please contact our customer support team with your order number .

Orders may be cancelled only if they have not yet been dispatched. Cancellation requests are subject to the current processing status of the order .

Please note:

• Contact our customer support team as soon as possible if you wish to cancel your order .
• Please provide your order number to help us process your request more quickly .
• Once an order has been dispatched or handed over to the courier, it can no longer be cancelled.
• If your cancellation request is approved before dispatch, any eligible refund will be processed in accordance with our Refund Policy and the original payment method, where applicable.

We will always do our best to accommodate cancellation requests received before shipment.

Yes, order changes may be possible provided your order has not yet been dispatched. All modification requests are subject to the current processing status of your order . You may be able to request changes such as:

• Adding or removing products.
• Updating product quantities.
• Correcting customer information.
• Requesting changes to the shipping address (subject to our Shipping Policy). Please note:
• Contact our customer support team as soon as possible after placing your order .
• Please include your order number and the changes you would like to make.
• If the requested changes affect the total order value, any additional payment or applicable refund will be arranged before the order is dispatched.
• Once an order has been dispatched, no further changes can be made. We will always do our best to accommodate eligible modification requests received before shipment.

We may be able to combine multiple orders into a single shipment, provided they have not yet been processed or dispatched. All requests are subject to the current processing status of each order and our logistics arrangements.

Please note:

• Contact our customer support team as soon as possible after placing your orders.
• Please provide all relevant order numbers when submitting your request.
• The availability of order consolidation may depend on the products ordered, shipping method selected, warehouse or fulfilment location, and destination country .
• If combining your orders changes the shipping cost, any additional payment or applicable refund will be arranged before dispatch.
• Once an order has been dispatched, it can no longer be combined with another shipment.

While we will always do our best to accommodate eligible requests, order consolidation cannot be guaranteed.

Due to the nature of our industry and the payment restrictions applied by many traditional payment providers, we currently accept payment by bank transfer only. Our official payment details are provided securely during checkout. Once you place your order and select bank transfer, the relevant payment instructions will also be sent automatically to the email address linked to your order . Please note:

• Please select your preferred currency during checkout.
• The appropriate payment details for the selected currency will be provided automatically and sent to the email address associated with your order .
• Use your order number or the payment reference provided when making the transfer.
• Please transfer the exact amount shown in your order confirmation.
• Your order will be processed once payment has been received and successfully verified.
• If you do not receive the payment instructions, please check your spam or junk folder before contacting our customer support team.
• If you are unfamiliar with bank transfers or experience difficulty completing the payment, you may contact your bank for assistance. We understand that some customers may be unfamiliar with paying by bank transfer. Please be assured that all payment details provided through our checkout and order confirmation emails are official company payment instructions linked directly to your order.
  We are also working to introduce secure credit and debit card payment options in the future.

Bank transfer payments may occasionally be delayed or unsuccessful for a variety of reasons. Common causes include:

• Incorrect payment details entered during the transfer.
• Insufficient funds or transfer limits set by your bank.
• International transfer restrictions or additional security checks.
• Incorrect currency selected or payment sent in a different currency than instructed.
• Delays in bank processing times, particularly for international transfers.
• The payment reference or order number was omitted or entered incorrectly. If your payment cannot be completed:
• Carefully verify that you are using the payment details provided in your order confirmation.
• Confirm that you have selected the correct currency during checkout.
• Contact your bank if you experience any difficulties completing the transfer or if additional authorization is required.
• If you believe the payment has been sent successfully but has not yet been confirmed, please contact our customer support team and provide your order number together with your proof of payment so we can assist you more efficiently. Most payment issues can be resolved quickly with the assistance of your bank or our customer support team.

Bank transfer payments are confirmed once the funds have been received and verified by our accounting team. Please note:

• Always include your order number as the payment reference when making the transfer. This allows our accounting team to identify and verify your payment more quickly.
• After completing the transfer, you may also send your proof of payment together with your order number to our customer support team, especially if you require faster assistance or if the payment has not yet been confirmed.
• International bank transfers may take approximately 1–5 business days to arrive, depending on the bank, currency, transfer method, and country of origin.
• Your order will be processed only after the payment has been successfully received and verified.
• Once your payment has been confirmed, you will receive an email confirming that your order is being processed. If your payment has not been confirmed within the expected timeframe, please contact our customer support team and provide your order number together with your proof of payment so we can investigate it promptly.

Yes. You may choose from the available payment currencies during checkout. For example, if your order total is displayed in USD but you prefer to pay in EUR, you may select EUR and transfer the equivalent amount in your selected currency. Please note:

• Select your preferred payment currency during checkout.
• The payment instructions for your selected currency will be displayed during checkout and sent automatically to the email address associated with your order .
• At present, the equivalent amount in your selected payment currency must be calculated at the time of payment. If you need assistance, our customer support team will be happy to help.
• Please transfer the correct equivalent amount in the selected currency .
• Your bank or intermediary banks may apply transfer fees, exchange rate conversions, or other charges, which are the responsibility of the customer.
• Always include your order number as payment reference so our accounting team can identify and verify your payment quickly. We are currently working on introducing automatic currency conversion during checkout to make this process even more convenient. If you are unsure of the amount to transfer or require assistance with the currency conversion, please contact our customer support team before making your payment.

Yes. You can download your invoice directly from your customer account. T o access it:

• Log in to the account used to place your order.
• Open your order history .
• Select the relevant order and download the available invoice. Please ensure that your billing information is correct when placing your order , especially if the invoice is being issued to a company.
  If you are unable to access your account, cannot locate the invoice, or require assistance, please contact our customer support team with your order number and we will be happy to help.

As a general policy, installment or split payments are not available. Orders are processed only after the full payment has been received and successfully verified. Please note:

• Full payment is required before an order can be processed and dispatched.
• Do not send partial payments unless a separate written agreement has been made with our team in advance.
• In certain cases, such as large wholesale or custom orders, alternative payment arrangements may be considered at our sole discretion.
• Any alternative payment arrangement must be approved by our customer support team before payment is made. If you have special payment requirements, please contact our customer support team before placing your order. We will be happy to review your request and advise whether an exception can be accommodated.

Due to the nature of the medical and cosmetic products we supply, we generally do not accept returns once an order has been dispatched. This policy helps protect product integrity, quality, hygiene, and the safety of all customers. Returns or claims may be considered in limited circumstances, including:

• You received the wrong product.
• You received a product that was damaged during transit.
• You received a product with a verified manufacturing defect.
• Another issue covered under our Refund Policy applies. Please note:
• All claims are reviewed individually by our customer support team.
• Contacting us does not automatically guarantee a return, replacement, refund, or store credit.
• Supporting evidence, such as photographs, videos, or other relevant documentation, may be required to assess your claim.
• Claims should be reported as soon as reasonably possible after delivery.
• Products must not be used if you believe they are incorrect, damaged, or defective. For complete information regarding eligibility, claim requirements, and available resolutions, please refer to our Refund Policy or contact our customer support team.

If you believe you are eligible for a refund, replacement, or other resolution under our Refund Policy, please contact our customer support team as soon as possible. T o help us investigate your claim promptly, please provide:

• Your order number.
• A detailed description of the issue.
• Clear photographs and/or videos showing the product and the reported issue.
• Photographs of the outer shipping box and packaging if the claim relates to shipping damage.
• The product label, batch number, or any other relevant information, where applicable. Please note:
• Do not dispose of the product or its packaging until your claim has been reviewed, as additional information or evidence may be required.
• Our customer support team may request further documentation to assist with the investigation.
• All claims are reviewed individually in accordance with our Refund Policy. Once we have received all the necessary information, we will investigate your claim and inform you of the outcome as soon as reasonably possible.

If your refund request is approved, we will begin processing your refund as soon as reasonably possible. Please note:

• Refunds are issued only after your claim has been reviewed and approved in accordance with our Refund Policy.
• Approved refunds are normally processed by our team within 3–5 business days.
• Once the refund has been sent, it may take an additional 1–10 business days to appear in your account, depending on your bank, country, currency, transfer method, and any intermediary banks involved.
• Where required, we may contact you to confirm your bank details or preferred refund currency before the refund is issued.
• Any delay in receiving the required banking information may affect the processing timeline.
• Once your refund has been processed, you will be notified by our customer support team.
• Banking and intermediary processing times are outside our control. If you have not received your refund after the expected timeframe, please contact our customer support team and we will be happy to investigate.

In most cases, products cannot be returned simply because you have changed your mind after your order has been dispatched. Due to the nature of the medical and cosmetic products we supply, we are unable to accept returns where product integrity, hygiene, quality, or safety can no longer be guaranteed. Once products leave our control, they cannot be resold or returned to inventory. Please note:

• We encourage all customers to review their order carefully before completing their purchase.
• If your order has not yet been dispatched, you may contact our customer support team as soon as possible to request a cancellation or modification. Approval is subject to the current processing status of your order .
• Any exceptions will be considered only where required by applicable law or as outlined in our Refund Policy.
  For more information, please refer to our Refund Policy or contact our customer support team.

If you receive a product that appears to be damaged or defective, please contact our customer support team as soon as reasonably possible so we can investigate the issue. T o help us assess your claim, please provide:

• Your order number.
• A detailed description of the issue.
• Clear photographs and/or videos showing the product and the reported damage or defect.
• Photographs of the outer shipping box and packaging if the damage may have occurred during transit.
• The product label, batch number, or other relevant information, where applicable. Please note:
• Do not use the product if you believe it is damaged or defective.
• Please retain the product and all original packaging until your claim has been reviewed, as additional information may be required.
• All claims are reviewed individually in accordance with our Refund Policy.
• Depending on the outcome of our investigation, an appropriate resolution may include a replacement, refund, store credit, or another suitable solution. Our goal is to resolve eligible claims as quickly and fairly as possible.

If you believe your package has been lost during transit, please contact our customer support team and provide your order number as soon as possible. Please note:

• A shipment is not considered lost solely because tracking has not updated or delivery has taken longer than expected.
• We will first investigate the shipment with the courier, logistics provider , or relevant shipping partner to determine its status.
• During the investigation, you may be asked to allow additional time for the courier to complete its search or provide an official update.
• If the shipment is officially confirmed as lost in transit, we will review your case and provide an appropriate resolution in accordance with our policies. This may include a replacement, refund, store credit, or another suitable solution, depending on the circumstances.
• All cases are reviewed individually. Our customer support team will keep you informed throughout the investigation and work to resolve the matter as quickly as reasonably possible.

In most cases, no. For hygiene, safety, sterility , quality assurance, and product integrity reasons, we cannot accept returns of products that have been opened or used. Once a product has been opened or used, we are unable to verify its condition or safely return it to our inventory . Please note:

• We recommend inspecting your order immediately upon delivery before opening or using any product.
• If you believe you have received an incorrect, damaged, or defective product, please contact our customer support team before using the product.
• Opened or used products are generally not eligible for return, refund, replacement, or store credit unless required by applicable law or otherwise stated in our Refund Policy.
• All claims are reviewed individually. For more information, please refer to our Refund Policy or contact our customer support team.

In most cases, we do not offer product exchanges. Due to the nature of the medical and cosmetic products we supply, we are unable to exchange products once they have been dispatched, as product integrity, hygiene, quality, and safety can no longer be guaranteed. Please note:

• We encourage all customers to review their order carefully before completing their purchase.
• If your order has not yet been dispatched, you may contact our customer support team as soon as possible to request an order modification. Approval is subject to the current processing status of your order .
• If you receive an incorrect, damaged, or defective product, please contact our customer support team. Your claim will be reviewed individually in accordance with our Refund Policy.
• Any exceptions will be considered only where required by applicable law or as outlined in our Refund Policy. For further information, please refer to our Refund Policy or contact our customer support team.

Many of the products available through BrunoDermalFiller are intended for use by licensed healthcare professionals, qualified practitioners, clinics, or other authorized medical professionals, depending on the laws and regulations of the destination country. Please note:

• It is the customer's responsibility to ensure that the purchase, importation, possession, and use of any product complies with all applicable local laws, regulations, licensing requirements, and professional standards.
• Requirements vary by country and may change over time.
• BrunoDermalFiller does not provide legal or regulatory advice regarding eligibility to purchase or use any product.
• We reserve the right to request additional information or documentation, or to refuse or cancel an order where required for legal, regulatory, or compliance reasons.
• Purchasing a product from our website does not imply that you are legally authorized to purchase, import, possess, or use it in your jurisdiction. If you are unsure whether a product can be supplied to your country, please contact our customer support team before placing your order so we can confirm availability and any applicable requirements.

Our customer support team is available to assist you with questions regarding orders, products, shipping, payments, or general enquiries. You can contact us through the Get in Touch options available on our website, including:

• WhatsApp, which is usually the quickest way to reach our team.
• Live chat through our website.
• Email for enquiries that require more detailed information or supporting documents. T o help us assist you more efficiently, please include where applicable:
• Your order number.
• A clear description of your enquiry .
• Any relevant photographs, videos, tracking information, or proof of payment. Please note:
• Providing complete information helps us resolve your enquiry more quickly.
• Response times may vary during weekends, public holidays, or periods of high enquiry volume.
• More complex cases may require additional time while our team investigates the matter . We aim to respond as quickly as possible and provide professional support throughout your experience with BrunoDermalFiller.

Yes. We welcome wholesale enquiries from qualified businesses and professionals worldwide. We work with a wide range of business customers, including:

• Clinics and medical practices
• Licensed healthcare professionals
• Aesthetic clinics
• Beauty salons (where permitted by local regulations)
• Pharmacies
• Distributors
• Wholesalers
• Retail businesses and other qualified partners Wholesale customers may benefit from:
• Competitive wholesale pricing
• Volume-based discounts
• Bulk ordering options
• Dedicated account support
• Long-term business partnerships
• International shipping to supported destinations T o help us prepare the most suitable quotation, please contact our team with:
• Your company or business name
• Country of operation
• Products you are interested in
• Estimated order quantities
• Any additional requirements Our team will review your enquiry and provide the most appropriate pricing and partnership options based on your business needs.

The best way to stay informed about the latest products, exclusive promotions, and company updates is by subscribing to our newsletter and following BrunoDermalFiller on our official social media channels. By staying connected, you can receive updates on:

• New product launches and arrivals.
• Exclusive promotions and seasonal offers.
• Product restocks and availability updates.
• Industry news and educational content.
• Wholesale opportunities and business announcements.
• Important company news and service updates. If you subscribe to our newsletter, you can unsubscribe at any time using the link provided in our emails. We look forward to keeping you informed about the latest developments and helping you make the most of our products and services.

Yes. We strive to provide comprehensive product information to help our customers make informed purchasing decisions. Depending on the product, you may find:

• Detailed product descriptions.
• Product specifications and key features.
• Ingredient or composition information, where available.
• Storage and handling recommendations.
• Frequently Asked Questions.
• Educational articles and company updates.
• Customer support for product-related enquiries. Please note that all information provided by BrunoDermalFiller is intended for general informational purposes only . It should not be considered medical advice, clinical guidance, professional training, or a substitute for the manufacturer's official instructions. Customers are responsible for ensuring that products are used in accordance with the manufacturer's recommendations, applicable laws, and the standards of their profession. Where appropriate, clinical decisions should always be made by suitably qualified healthcare professionals.

All products supplied by BrunoDermalFiller are 100% authentic Korean products, sourced directly from manufacturers and factories in South Korea and delivered to our facility in Korea before being dispatched to customers. This direct supply chain allows us to closely control product authenticity, quality, and handling. Please note:

• Direct sourcing: Products come directly from Korean manufacturers and factories.
• Quality checks: Products are inspected at our Korean facility before dispatch.
• Authenticity guarantee: Our controlled supply process allows us to guarantee the authenticity of every product we supply.
• Packaging changes: Manufacturers may occasionally update packaging, labels, inserts, branding, or security features.
• Batch variations: Batch numbers and expiry dates vary between production runs.
• Customer support: If you have any concerns about packaging, condition, or authenticity , contact our team before using the product and include clear photographs where possible.
• Safety: Do not use any product that appears damaged, opened, altered, or compromised during transport until our team has reviewed it. Our commitment is to supply genuine, high-quality Korean products through a controlled and reliable process.

We value honest customer feedback and encourage customers to share their experience with the products they have purchased. You can leave a review directly on the relevant product page after your purchase. Please note:

• Reviews should be based on your genuine experience with the product.
• Honest and constructive feedback helps other customers make informed purchasing decisions.
• Reviews should remain respectful, relevant, and related to the product.
• We reserve the right to moderate or remove reviews that contain offensive language, spam, misleading information, or content unrelated to the product. Thank you for helping us maintain a trusted community and continually improve our products and services.

If the review platform allows it, you may edit or remove your review after it has been submitted. If you are unable to update your review or need assistance, our customer support team will be happy to help. Please note:

• You are welcome to update your review if your experience with the product changes over time.
• T o maintain transparency, BrunoDermalFiller does not alter or edit customer reviews on your behalf.
• We reserve the right to moderate or remove reviews only where they violate our review guidelines, such as spam, offensive content, or material unrelated to the product. We appreciate honest feedback and believe it helps us continuously improve while assisting future customers in making informed decisions.

T o help maintain the quality and integrity of our review system, reviews may be subject to moderation before they are published. Please note:

• Reviews are reviewed to help prevent spam, duplicate submissions, offensive language, misleading information, or content unrelated to the product.
• Honest feedback is always welcome, whether positive or constructive.
• Reviews are not moderated simply because they contain criticism or a less favorable experience, provided they comply with our review guidelines.
• If your review does not appear after a reasonable period, please contact our customer support team and we will be happy to assist. Our goal is to ensure that all published reviews are genuine, helpful, and valuable to both current and future customers.

Creating an account is quick and free.

• Click the Account or Sign-Up button on our website.
• Enter your details and create a secure password.
• Follow the on-screen instructions to complete your registration.
• Once your account has been created, you can place orders, view your order history, download invoices, and manage your account information.

No. You can place an order as a guest without creating an account.

• Creating an account is optional but recommended for a smoother shopping experience.
• With an account, you can view your order history, download invoices, track your orders, and manage your account information.
• You can also reorder previous products more easily.
• Where applicable, you can upload proof of payment directly through your account.
• Guest customers will still receive order confirmations and shipping updates by email.
• If you create an account later using the same email address, your future orders will be linked to that account.

You can reset your password quickly using the Forgot Password option on the login page.

• Click Forgot Password on the login page.
• Enter the email address associated with your account.
• Follow the instructions in the password reset email to create a new password.
• If you are already logged into your account, you can change your password at any time from your Account Settings.
• If you do not receive the password reset email, please check your spam or junk folder.
• If you still need assistance, please contact our support team and we will be happy to help.

Yes. You can update your email address from your account settings or by contacting our support team if you need assistance.

• Log in to your account and go to Account Settings.
• Update your email address and save your changes.
• If you no longer have access to your current email address, please contact our support team for assistance.
• For your security, we may ask you to verify your identity before updating your account information.

Yes. You can update your billing and shipping information at any time through your account.

• Log in to your account and go to Account Settings or Address Book.
• Add, edit, or remove your billing and shipping addresses as needed.
• Keeping your information up to date helps ensure a faster checkout and accurate order processing.
• If you need to update the details for an order that has already been placed, please contact our support team as soon as possible. Changes may not be possible once an order has been processed or dispatched.

Yes. You can request the deletion of your account by contacting our support team.

• Please contact us using the email address associated with your account.
• For your security, we may ask you to verify your identity before processing your request.
• Deleting your account will remove your access to your account, order history, invoices, and other account features.
• Certain information may be retained where required to comply with applicable legal, tax, accounting, or regulatory obligations.
• If you have any outstanding orders or unresolved enquiries, these may need to be completed before your account can be deleted.

Yes. We take the security of your personal information seriously and use appropriate measures to help protect your data.

• We use industry-standard security measures to help protect your personal information.
• Your information is handled in accordance with our Privacy Policy and applicable data protection laws.
• We only collect and use personal information necessary to process your orders, provide customer support, and improve our services.
• We do not sell your personal information to third parties.
• For more information about how we collect, use, and protect your data, please refer to our Privacy Policy.

We take the security of your payment information seriously and use secure payment methods to help protect your transactions.

• Online payments are processed through trusted and secure payment providers.
• We do not store your full payment card details on our systems.
• Bank transfer payments are processed using the official bank account details provided by BrunoDermalFiller.
• We recommend verifying payment details carefully before completing any bank transfer and contacting us if you have any questions.
• For your security, never share your account password or sensitive payment information with anyone.

You can unsubscribe from our marketing emails at any time.

• Click the Unsubscribe link at the bottom of any marketing email you receive from us.
• You can also update your email preferences through your account, where available.
• Please allow a short period for your preferences to be updated across our systems.
• Unsubscribing from marketing emails will not affect important service emails, such as order confirmations, shipping updates, account notifications, or other essential communications related to your orders.

We may ask you to verify your account or certain information to help protect your account, prevent fraud, and ensure the security of your orders.

• Verification may be requested for certain orders, account changes, payment verification, or security-related activities.
• If you are logged into your account, you can view and complete any missing account information, including professional details where applicable, from your account settings.
• We will only request information that is necessary to complete the verification process.
• Verification helps protect both our customers and BrunoDermalFiller from unauthorized activity and fraudulent transactions.
• If additional verification is required, our support team will explain the process and guide you through the necessary steps.
• Any information provided during the verification process will be handled in accordance with our Privacy Policy.