Service
Frequently asked questions
Answers about ordering, shipping, returns and use. Still have a question? Drop us a message via the contact form.
Order & account
Do I need a customer account to place an order?
No, you can also order as a guest. With an account you can see your orders and shipment status, and you don't have to enter your address every time.
How can I tell whether my order has gone through?
You'll receive an order confirmation by email straight away. If you haven't received one, please check your spam folder and get in touch with us.
Can I still change or cancel an order?
As long as the parcel hasn't left our warehouse yet, we'll gladly try. Message us as soon as possible with your order number. After that, the 14-day right of withdrawal can help you.
Will I receive an invoice?
Yes, as a PDF. You can also find it in your customer account under "Invoices".
Shipping & delivery
How much does shipping cost?
From €3.99 within Germany, depending on weight. For orders of €39 or more, we deliver free of shipping costs. You'll see the exact amount in the order summary before you submit your order.
How long does delivery take?
Orders placed by 3 pm usually leave our warehouse on the same working day, later orders on the next working day. Delivery with DHL then usually takes one to three working days.
Do you also deliver abroad?
At the moment, we only deliver within Germany.
Can I have my order delivered to a Packstation?
Yes, DHL Packstations and post offices are possible. Enter your post number and station number the way DHL requires.
Where is my parcel?
As soon as your parcel is on its way, you'll see the tracking number with a tracking link in your customer account. Without an account, you can find it via "View order" in your order confirmation.
What happens if not all items are in stock?
We'll send you what's available first. You won't pay any additional shipping costs for the partial delivery.
My parcel arrived damaged.
Please get in touch with us and include a photo. Your statutory warranty rights don't depend on it, but it helps us when making a claim against DHL.
Payment
Which payment methods are available?
Credit and debit card, Apple Pay, Google Pay and Klarna. Payments are encrypted.
Do the prices include VAT?
Yes, all prices are final prices including statutory VAT. Shipping costs are added and will be shown to you before you submit your order.
When will I be charged?
The purchase price is due when the contract is concluded and is charged directly at the time of ordering via your chosen payment method. For Klarna, Klarna's payment terms apply.
Returns & withdrawal
How long do I have to return something?
As a consumer, you have a 14-day right of withdrawal from receipt of the goods. The full instructions and the model withdrawal form can be found under "Returns & withdrawal".
Can I return opened cosmetics?
No. For sealed items that are not suitable for return for health protection or hygiene reasons, the right of withdrawal expires as soon as the seal has been removed. As long as the seal or original closure is intact, you can withdraw from the contract.
Who pays for the return shipment?
You bear the direct costs of returning the goods. If the goods are defective, we'll cover them.
When will I get my money back?
No later than 14 days after we receive your withdrawal, using the same payment method. We may withhold the refund until the goods have reached us or you have provided proof that you have sent them back.
Products & Use
Are the products genuine?
Yes. We source our products through established trading partners and make sure the supply chains are traceable throughout.
How can I tell how long a product will last?
The packaging shows either a best-before date or the PAO symbol – an open jar with a number, such as "12M" for twelve months after opening.
Where can I find the ingredients?
On every product page you'll find the ingredients in German, followed by the INCI list. The information on the product itself is always the one that counts.
Is the information on the packaging in German?
Yes. All the information required under the EU Cosmetics Regulation is available in German; the products are labelled accordingly.
I have sensitive skin – what should I look out for?
Check the INCI list for ingredients you're known to react to, and test a new product on a small patch of skin first. If you have a skin condition, known allergies or are unsure, please ask your doctor. We can't and don't want to replace medical advice.
In what order do I apply the products?
As a rule of thumb, go from thin to thick: cleanser, toner, essence, serum, cream – and sun protection last in the morning.
Can I combine several active ingredients?
Niacinamide is well tolerated and can be combined widely. It's better to use retinal and acids on different evenings, and vitamin C in the morning. Introduce new active ingredients one at a time, so you can see what works well for your skin.
Can I use the products during pregnancy and breastfeeding?
If you're considering retinoids and high-strength acids, please talk to your doctor first.
How should I store the products?
Somewhere cool and dry, away from direct sunlight. Vitamin C and retinal are particularly sensitive to light and heat.
Are the brands tested on animals?
Animal testing for cosmetics and the sale of products tested in this way are banned in the European Union. All items we sell are authorised for sale in the EU.
Contact
How can I get in touch with you?
Via our contact form or by email at [email protected]. We reply within one working day.