FAQ / Contact

How can I find out when my order will be delivered?

As soon as your order has been lovingly packed in our warehouse, you will receive an update that your order is now on its way to you. This notification also includes a tracking number or tracking link that you can use to follow your order every step of the way. You can also track the status of your order in the “My Account” section.

What should I do if an item is defective or missing?

If it ever happens that a product arrives damaged or a product is missing from your order, please contact our customer service immediately by email, chat, WhatsApp, or phone. You can find the details below in the Contact section. Please make sure that the package is handed over to you undamaged by the parcel service provider. If the outside of the package is severely damaged, tell the delivery person that you do not wish to accept the package due to the damage.

Can I have my items gift wrapped?

We do not currently offer this service yet. However, we are already working on a solution for you!

Can I also place an order by phone?

That is not possible at the moment, but we are already working on a solution for you!

How quickly can I expect my order?

We strive to ship every order on the same business day it is received (until 3 p.m.). As a rule, you will then receive your order on the next or following business day.

Please note that we cannot influence any delivery delays caused by the shipping provider.

How much are the shipping costs?

You can view our shipping table here.

Do you deliver to parcel lockers?

Yes, we also deliver to parcel lockers.

Please make sure that all details such as your DHL customer number and parcel locker + number have been entered to avoid delays in shipping.

The following example shows how you can have your order sent to a parcel locker smoothly:

How are the products packed and shipped?

All orders are carefully packed in line with strict hygiene standards and in an environmentally friendly way. Environmentally friendly here means that your order is packed in a recyclable box with recyclable filling material. In addition, DHL GoGreen & DPD also ensure environmentally neutral shipping of your order. 

Is express shipping available?

Yes, we also offer express shipping. Simply select Express at checkout under "Shipping". In normal cases, delivery takes place before 2 p.m. the following day. The cost of express shipping within Germany is €10.00, regardless of your order value. Express shipping to other countries costs €12.00. 

Please note that we can only guarantee delivery on the next working day if your order reaches us before 2 p.m. You’re also welcome to check with us by email, chat, WhatsApp, or phone whether next-day express delivery is possible.

How can I return my order?

It’s very easy! Simply visit the following page: Return

How long do I have the right to return items?

You can return your order, or part of your order, to us up to 30 days after receipt of the goods.

Do I have to pay for return shipping myself?

Return shipping for an order from Germany is free of charge!

The cost of return shipping for an order from abroad must be borne by the customer. You can find more information on our Returns page, under "Returns from outside Germany".

How is my return processed?

As soon as we have received and inspected your return, you will receive your refund within 14 days via the same payment method you used to place your order with us.

What should I do if I believe the product has already been used?

If it ever happens that you believe a product has already been opened or used, please contact our customer service immediately by email, chat, WhatsApp, or phone. You can find the details below in the Contact section.

Which payment methods do you offer?

We offer the following payment methods:

PayPal, credit card (VISA, Mastercard, AMEX, Maestro), invoice payment via KLARNA, SOFORT by KLARNA, Apple Pay, Google Pay, eps bank transfer, IDEAL, Bancontact

Is my payment secure?

Every payment, regardless of the payment method, is secure and encrypted! How?

• Your payment is PSD2-compliant: a payment directive for the European Economic Area that eliminates the risk of fraud and makes online payments secure.
• 3D Secure Checkout: an additional layer of security for online credit and debit card transactions. It adds an authentication step for online payments, where the user is redirected to the card issuer’s domain and then back to the online shop’s domain to complete the payment.
• PayPal: Every payment is secured with PayPal’s state-of-the-art encryption technologies.

Can I also order product samples of a specific shade from you?

For foundations & concealers, we offer you the chance to test up to 5 shades in advance. We decant a small amount of the product you want into a small container and send it to you so you can test it comfortably at home in front of your mirror.

Simply go to the product of your choice and select  SIZE and then SAMPLE .

You can find more information here.

What is the difference between the samples you can order and the free samples?

With every order, we include free samples from various brands, selected entirely to match your order.

For foundations & concealers, we offer you the chance to test up to 5 shades in advance. We decant a small amount of the product you want into a small container and send it to you so you can test it comfortably at home in front of your mirror. 

Simply go to the product of your choice and select  SIZE and then  SAMPLE .

You can find more information about product samples here.

How do I sign up for and unsubscribe from the newsletter?

You can sign up here for our Beautyletter. 

You can unsubscribe from the newsletter easily at the bottom of the newsletter by clicking "Unsubscribe".

How quickly will I receive my 15% voucher?

You will receive the 15% voucher for signing up to our Beautyletter immediately after confirming your email address. After signing up for the newsletter, you will receive an email that you need to confirm. If it does not appear in your inbox, please check your spam folder. This confirmation step is necessary in order to receive the 15% voucher. 

How can I redeem vouchers & discount codes for online orders?

Discount and voucher codes can be entered at checkout. 

Can gift vouchers be applied retroactively?

That is not possible. The voucher cannot be exchanged for cash.

My voucher code is shown as invalid. Why?

Vouchers are valid for 3 years from the date of purchase.

If your voucher or discount code does not work, please check whether you may have mistyped it. If the code still does not work, please contact our customer service by email, chat, WhatsApp, or phone. You can find the details below in the Contact section.