FAQ - Frequently asked questions



How does the shopping cart system work?

Have you found the products you were after, or are you still browsing? By clicking on the ‘‘Add to cart‘‘ button, you can place your desired items in the shopping cart – without any obligation to purchase on your side.
You can access your personal shopping cart, where you will find all information at a glance, via the ‘‘Go to checkout‘‘ button. There you can remove the products you have selected from the shopping cart again or increase the number by clicking on ‘‘Remove‘‘. When you are satisfied with your selection, you will arrive at the actual ordering process via ‘‘Safe checkout‘‘ to conclude the purchase.

When does my order become binding?

There are 4 easy steps to concluding an order. If you do not yet have a customer account, you are welcome to register with us free of charge. Alternatively, you also have the option of ordering from us via a guest log-in. If you are not interested in either one, take the shortcut via Amazon Pay or PayPal in the shopping cart.
If you have entered all your data, selected a suitable payment method and shipping option, you will find yourself back in order step 4 in the overview. Your order will be transferred to our system and processed for you via the ‘‘Buy‘‘ button. Up to this final step, you may back out of the purchase at any time. Please do not hesitate to contact our colleagues from Customer Service afterwards if you have any issues.

Where do I enter discounts and vouchers?

We are also a big fan of vouchers, so there are 2 places where you can redeem them on our website. There is an entry field in the shopping cart and also where you finally confirm your order.
Before you redeem your voucher, check the conditions such as minimum order value, validity, etc. Vouchers cannot be combined and a subsequent refund is also not possible. If you have any questions or require assistance, please contact our friendly Customer Service team.

How long does the delivery take?

If the products are in our warehouse, it is very quick. You can easily identify whether the goods are available from the green dot and the note ‘‘Item available for immediate delivery, in stock‘‘, which are located under the product variation (e.g. 50 ml, 7 ampoules, etc.). If you decide to purchase such items, they will usually be shipped within 48 hours. Before the final confirmation of your order, we will also notify you about the approximate delivery time. You missed it? Not a problem at all! You can find this information on your order confirmation again.
If the items you have decided to purchase are not available, then the delivery will take somewhat longer. You will usually need to wait between 3 to 5 working days until the goods can be shipped. If we realise that it is going to take longer, we will notify you by e-mail. You also have the option of contacting our very friendly colleagues in the Customer Service team at any time.

How can I view my delivery status?

It is a piece of cake! If you have a customer account, you can check all the orders you have placed and their processing status via the menu item ‘‘Overview‘‘. With one click on the invoice number, you will be shown all the important details such as the invoicing and delivery address, incl. your selected items and further information.
You will be notified about the shipping of your package with a personal e-mail containing your shipment tracking link.

How do I subscribe/unsubscribe to/from the newsletter?

There are 3 easy options. You can use the ‘‘Subscribe to newsletter‘‘ button which is available on our website. The option is also available in your customer account via ‘‘Overview‘‘ through the same button as on our website. Last but not least, our extremely friendly colleagues from the Customer Service team are at your disposal.

How secure is my data?

We work with the highest standards of security and the latest technology. You are in safe hands with us. If you are still not totally convinced, further information on the subject of data protection is available here.

How does your returns process work?

It is a piece of cake! Obtain a return slip via your personal log-in if you have a customer account, or contact our friendly Customer Service team. The second applies for everyone who does not have a customer account. A return slip will “wing its way” to you at home by e-mail.
Returns are free of charge for all our customers. We will accept all returns within 14 days. You may also return unused goods in their original packaging to us up to 180 days after you receive them. That provides a real sense of security, and good will as a result.
Have you paid for the goods? If so, your money is always refunded in the same manner as we received it. In this case, you will be notified by e-mail.

What do I do if my order is incomplete or damaged?

Irregularities can occur, even with the most experienced shipping partner. For this reason, we would appreciate your assistance with this service. We recommend that you examine your package for irregularities together with the parcel carrier when you receive it. Have them documented by the parcel carrier or do not accept the package. Please contact us as soon as possible and we will work on finding an immediate solution.
If you notice any irregularities after opening your package, please do not hesitate to contact us then as well. In such a case, it is very important for us that you submit a notification of claim at the local post office within 7 days. Only in this way will we ensure that the process is a smooth one. More detailed information is available under DHL.
If you require further support from us, please do not hesitate to contact our Customer Service team for personalised service.

How do I know whether my order has arrived?

That is relatively simple. If you have successfully placed an order, you will of course be notified by e-mail. Remember to look in your spam folder. If you have a customer account with us, you can also check the order and its status there. Neither one nor the other is available? Not a problem! Then just place another order. If you require support or help, please do not hesitate to come back to us. Our Customer Service team looks forward to hearing from you.

Can amounts from returns or credit be offset?

Our outstanding Customer Service team offers a great many options. However, this is not one of them. We are unable to offer you this option due to the underlying accounting procedures.
However, there is a simple solution. You will receive any monies paid after returns and vouchers in the same manner as they were paid. You will be notified by e-mail every time we adjust an order. You can wait for your refund and place a new order with us in the usual manner.

Will I receive confirmation of shipment and who will deliver my package?

You will receive an e-mail from us as soon as our Logistics department ships your order. It also contains your personal shipment tracking number. You can use it to check the status of your shipment online at any time.
We have DHL on board as our partner. If your package is en route, you will receive it in just 1–3 days.

Why have I not received an invoice?

We place GREAT importance on protecting the environment and saving resources. For these reasons, you will receive all important documents in digital form. From the invoice, to the delivery note, through to the return slip, you will receive everything as a PDF. Just check the attachment to your e-mails.
With this measure, we not only save enormous amounts of paper but also make a sustainable contribution to protecting our forests. If you would like to have further information on our commitment to the subject of environmental protection, please follow this link: Environment. We look forward to your support and understanding.
If something happens to go astray or you require new copies of any documents, please contact our colleagues in Customer Service.

How do I know whether an item is available?

That is a good question. Every item on our website contains information on its availability that is easy to find. It is located under the indication of quantity on your product of choice. You also have a small optical helper in the form of a green dot. Have you taken note of everything? Then there is nothing standing in the way of you receiving a delivery within 1–3 day(s).

If you have ordered any items which are not marked in this way, you can expect delivery within 7–10 working days. If you would like more detailed information, please do not hesitate to contact our competent and friendly Customer Service team.