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. 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.

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

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.

Can I have my items gift-wrapped?

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

Can I also order by telephone?

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

How quickly can I expect my order to arrive?

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.

How much are the shipping costs?

You can view our shipping table here here. In principle, free shipping applies to orders from DE, AT, BE, NL & LU from an order value of € 29.00. For Switzerland, shipping is free from an order value of €59.00.

Express shipping within Germany: 15,00 €. 

Express shipping international: 25,00 €

Do you deliver to packing stations?

Yes, we also deliver to packing stations.

Please make sure that all data such as DHL customer number & Packstation + no. have been entered to avoid delays in shipping.

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

How are the products packed and shipped?

All orders are carefully packaged in an environmentally friendly way and in accordance with strict hygiene regulations. 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. 

Is express delivery available?

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 on the following day. The cost of express delivery within Germany is €15.00, regardless of your order value. Express delivery to other countries costs €25.00. 

Please note that we can only guarantee delivery on the next working day if we receive your order before 2 pm. Please contact us by e-mail, chat, WhatsApp or phone to find out whether express delivery is possible the following day.

How can I return my order?

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

How long is my right of return?

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

Do I pay for the return shipment myself?

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".

How is my return processed?

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.

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

If you believe that 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.

What payment methods do you offer?

We offer the following payment options:

PayPal, credit card (VISA, Mastercard, AMEX, Maestro), purchase on account 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 store'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 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.

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

You can find more information here.

  

What is the difference between the orderable samples and the free samples?

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

For 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. 

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

You can find more information about the product samples here.

How do I subscribe and unsubscribe to the newsletter?

You can subscribe to our beauty newsletter register here. 

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

How quickly will I receive my 10% voucher?

You will receive the 10% voucher for your subscription to our beauty newsletter immediately after confirming your e-mail address. You will receive an e-mail after you have registered for the newsletter, 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 10% voucher. 

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

Discount and voucher codes can be entered at the checkout. 

Can gift vouchers be used retrospectively?

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

My voucher code is displayed as invalid. Why is this?

Vouchers are valid for 3 years after the order date. 

If your voucher or discount code does not work, please check whether you have made a mistake. 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.