FAQ & Contact

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. In this notification you will also find a tracking number or a tracking link with which you can follow your order every step of the way. You can also track the status of your order in the "My account" section.

If a product arrives damaged or a product is missing from your order, please contact our customer service team immediately by email, chat, WhatsApp or phone. You can find the details below in the section Contact us. 

Please make sure that the parcel is handed over to you undamaged by the parcel service provider. If the parcel is badly damaged on the outside, please inform the parcel carrier that you do not wish to accept the parcel due to the damage.

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

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

We endeavor to ship every order on the same working day it is received (by 3 pm). As a rule, you will receive your order the next working day or the day after.

Please note that we cannot influence delivery delays on the part of the shipping service provider.

You can find our shipping table here.

Yes, we also deliver to packing stations.

Please make sure that all data such as DHL customer number & Packstation + no. were specified in order to rule out a delay in shipping.

All orders are packed carefully and under strict hygienic regulations in an environmentally friendly way. Environmentally friendly here means that your order is packed in a recyclable box with recyclable filling material. DHL GoGreen & DPD also guarantee environmentally neutral transportation of your order. 

Yes, we also offer express delivery. Simply order at the checkout under "Shipping", Express at the checkout. Delivery will normally be made before 2 pm the following day. You can find the costs for express delivery in our shipping table.

Please note that we can only guarantee delivery on the next working day if we receive your order before 2 pm. Otherwise it will be dispatched the following day.

If you have not collected your parcel from the parcel shop/packing station within the collection period, it will be returned to us. We will of course refund your order.

The return shipping costs incurred by our company will be deducted from the refund.

If you refuse to accept a parcel, the order will be refunded minus the shipping costs (DE: €3.95, EU: €10.00).

It's very easy! Simply visit the following page: Returns

Please note that used and opened products NOT can be refunded.

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

The return shipment of an order from Germany is free of charge!

The costs for returning an order from abroad are to be borne by the customer. You can find out more about this on our Returns pageunder "Returns from outside Germany".

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

In the unlikely event 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 section Contact us.

We offer the following payment options:

PayPal, Credit Card (VISA, Mastercard, AMEX, Maestro), Buy now, Pay later with KLARNA, Apple Pay, Google Pay, eps bank transfer, IDEAL, Bancontact

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 store's domain to complete the payment.
• PayPal: Every payment is secured with PayPal's state-of-the-art encryption technologies.

For certain foundations & concealers, we offer you the opportunity to test up to 5 shades in advance. To do this, we fill a small container with the desired product and send it to your home for you to test on your mirror.

To do this, go to the product of your choice and select SIZE simple SAMPLE from.

You can find more information here.

With every order, we include free samples of various brands - tailored to your order.

For certain foundations & concealers, we offer you the opportunity to test up to 5 shades in advance. To do this, we fill a small container with the desired product and send it to your home for you to test on your mirror. 

To do this, go to the product of your choice and select SIZE simple SAMPLE from.

You can find more information about the product samples here.

You can subscribe to our beauty newsletter here. 

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

You will receive the voucher code for your subscription to our beauty newsletter immediately after confirming your e-mail address. After registering for the newsletter, you will receive an e-mail which you must confirm. If this does not appear in your inbox, please check your SPAM folder.This confirmation step is necessary to receive the voucher.

Discount and voucher codes can be entered at the checkout. 

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

Gift vouchers are valid for 3 years after the order date. 

If your voucher or discount code does not work, please check whether you 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 section Contact us.