FAQ'S 

How can we help you? 

We are happy to help you with answers to frequently asked questions about our shop.

Order process 

Is there a minimum order value? 

No, there is not. Even small orders are possible, but shipping costs apply depending on your location and order value. For shipping to Germany, Austria, Belgium, Luxembourg, the Netherlands, Denmark, France, Italy, and Spain, we currently charge €18.95 (including VAT) if your order is less than €89.95. For orders of €89.95 or more, shipping is free. For shipping to Switzerland, we charge €34.95 (including VAT) if your order is less than €149.95. For orders of €149.95 or more, shipping is free.

Where can I find my current order status? 

We usually dispatch your order to the specified delivery address within 1-3 working days. When your order is dispatched, you will receive a dispatch confirmation by email. This will contain a link that you can use to track your order on the DHL website once it has been dispatched. From this point on, you can view the consignment number in your order overview in your customer account at any time.

Can I cancel an order?

You can only cancel your order within a very short period of time and for unopened goods. In this case, please call us personally immediately, an e-mail may not be processed quickly enough.

Can I change my order at a later date?

Unfortunately, it is not possible to change orders that have been placed. If you require additional goods, please place a new order separately. You can return any items you do not need unopened.

Can I change the delivery address at a later date?

Delivery addresses cannot be changed at a later date, as our payment provider checks the address provided.

Can I enter a different delivery address?

Yes, you will find corresponding input fields in the check-out

Can I send my order as a gift? 

You have the option of entering different delivery addresses to have goods sent to other people. We are currently working hard on the option to gift-wrap your order!

Shipping 

What shipping options do I have? 

DHL will deliver your products promptly with the usual quality. For orders placed by 10 AM on a business day, we typically hand over your products on the same day; for later orders, they will be handed over to the specified delivery address on the following business day. 

The shipment is made from Leipzig (Germany). For shipments to Germany, we currently charge €18.95 (including statutory VAT) only if you purchase less than €69.95 from us. 

For shipments to Austria, Belgium, Luxembourg, Netherlands, Denmark, France, Italy, and Spain, we currently charge €18.95 (including statutory VAT) only if you purchase less than €89.95 from us.

For shipments to Switzerland, we currently charge €34.95 (including statutory VAT) only if you purchase less than €149.95 from us.

Shipping to a DHL Parcel Station is offered exclusively for PayPal payments.

How do I find out the dispatch status of my order? 

Orders received by us before 10:00 a.m. will be dispatched on the same day (provided the goods are in stock). Your order will usually be dispatched to you within 1-3 working days. When your goods are dispatched, you will receive a dispatch confirmation by email. This will contain a link that you can use to track your order on the DHL website. From this point on, you also have the option of viewing the tracking number in your order overview in your customer account at any time.

Can I change my order at a later date?

Unfortunately, it is not possible to change orders that have been placed at a later date. If you require additional goods, please place a new order separately. You can return any items you do not require to us unopened. Please note: If the returned goods fall below our minimum order values, you will incur shipping costs for the returned goods and will be refunded the value of the goods minus charges!

Can I still change my delivery address once the goods have been dispatched? 

Unfortunately, subsequent changes of address are not possible. If you urgently need the parcel, you can place the order again with the desired delivery address and return the other delivery. Please note that shipping costs for the returned goods will be charged in any case!

RETURNS & EXCHANGES 

How do I return a delivery? 

Please send the items you wish to return prepaid to our service provider with the following address: Organicpharma.club, c/o CAFOL GmbH, Paunsdorfer Allee 1, 04329 Leipzig, GERMANY. Note: Please note that we will only take back complete items and sets in their original packaging. Credit notes will only be issued for complete returns. Free gifts, which you may receive exclusively from a certain purchase value, must also be returned if the return falls below the required purchase value. Otherwise you will be charged for these gifts. Any test samples enclosed by us are of course excluded from this regulation. You may of course keep these.

Under what conditions can I return a delivery? 

You have the option of returning goods to us with postage paid within the statutory cancellation period of 14 days. Note: Please note that we only accept returns of complete items and sets in their original packaging. Credit notes will only be issued for complete returns. Free gifts, which you may receive exclusively from a certain purchase value, must also be returned if the return falls below the required purchase value. Otherwise you will be charged for these gifts. Any test samples enclosed by us are of course excluded from this regulation. You may of course keep these.

When will I be refunded? 

As soon as we have received and processed your return, you will receive a confirmation from us by email. The invoice amount, minus any shipping costs borne by us, will then usually be refunded to you within a few working days (but within 14 days at the latest). 
If you have paid for the order via PayPal, we will refund the amount back to your PayPal account. Invoices will be sent to you again by email with the corresponding item(s) deducted. If you paid by credit card or instant bank transfer, we will arrange the corresponding refunds via our payment service provider.

Can I exchange a delivery? 

Unfortunately, exchanges are not possible. To receive your desired item, please place a separate order in our online shop. You can return your unwanted item to us unopened and in its original packaging. Shipping address: Organicpharma c/o CAFOL GmbH, Paunsdorfer Allee 1, 04329 Leipzig, GERMANY.

Delivery

Can I have my order sent to a different delivery address?

Yes, you will find corresponding input fields in the check-out. What do I do if my order is delivered defective or incomplete? Your goods will be carefully checked by our service provider and usually dispatched by DHL. In the event of a delivery of defective or missing goods, please contact our customer service immediately. You can reach us by e-mail at ‘service@schönheitsberatung.de’ or by by telephone, WhatsApp or iMessage from Monday to Friday 10-15:30 on +49 172 6616626. You can also leave a message on our mailbox. We will then clarify everything else with our service providers and ensure a speedy redelivery.

Can I change my delivery address at a later date?

Delivery addresses cannot be changed at a later date, as our payment provider checks the address provided.

How long are the gift vouchers valid for?

Gift vouchers are legally valid for 3 years from the date of purchase. Discount vouchers are only valid within the specified period.

Payment options

What payment options do I have?

In principle, we offer the payment methods PayPal, instant bank transfer, credit card, purchase on account and instalment purchase via Mollie Checkout. However, we reserve the right to restrict or exclude certain payment methods. Our payment service provider Mollie is responsible for payment management. If you have any questions about paying with Mollie, please contact Mollie customer service.

Where can I get more information about my payment options?

If you have any questions about the Mollie payment process or an existing Mollie payment, please contact Mollie customer service directly 24/7 via chat, email and telephone.

Can I change my payment method after placing an order?

Unfortunately, this is not possible for technical reasons.

How do I receive my invoice?

You will receive the invoice in a separate email from Schönheitsberatung.de. It will always be sent to you after the goods have left our warehouse. The payment request with all bank details for your order will be sent to you by email from our payment provider directly after your order. If you have any questions about paying with Mollie, please contact Mollie customer service.

Security

Billing is managed by our payment service provider Mollie. Mollie is a multi-certified payment service provider and confirms that your security is maximised when paying with Mollie 

Shopping basket

How do I add products to my shopping basket?

You will find an ‘Add to basket’ button on every product detail page. By clicking this button, you add the corresponding product to your shopping basket. You can view, change and add all the products in your shopping basket.

Can I save my shopping basket?

Products in your shopping basket remain there until you either place them as an order or delete them

Customer account

Our free and non-binding customer account offers you numerous advantages:

• All orders at a glance
• Quick & convenient ordering through your saved address book
• Current delivery status available at any time

How do I register my customer account?

If you are a new customer, you can register and create a personal customer account in just a few steps. To do this, fill in the fields under ‘I am a new customer’, assign a personal password and click on ‘Register’. If you already have a customer account, simply click on ‘Log in’ and enter your email address and password to log in.

I have forgotten my password, what do I have to do?

Simply click on ‘Forgot password’ under the password field and enter your email address. A link to create a new password will be sent to your email address. Please note that you will only receive the link if you are already registered with us as a customer. However, if you are a new customer and have only subscribed to the newsletter, you can only register as a new customer.

What information can I find in my customer account?

Here you will find an overview of all your orders and their status. You can change your login details and manage your address and payment details. You can enter different delivery addresses and sign up for the newsletter.

How can I change my details?

In your customer account you will find an overview of all the details you have already entered and saved. Delete these using the delete function on your keyboard and enter the new details you require. Save them by clicking on the ‘Save changes’ button that appears.

How can I delete my customer account?

Please contact customer service. You can reach them by email at service@schönheitsberatung.de or by phone Monday to Friday, 10-15:30 on +49 (0)40-53933133.

Can I specify different delivery addresses?

Yes, you can enter new addresses under ‘Addresses’ in your customer account and mark them as a delivery or billing address. Then save your settings by clicking on the ‘Save address’ button. Please also remember to check these details BEFORE sending your order. Unfortunately, we are unable to make any subsequent address changes.

Counselling

What options do I have to get expert advice?

You have a wide range of counselling options at your disposal: By phone Monday-Friday 10-15:30 at +49 (0) 40-53933133

Our FAQs cover important topics relating to CLUB, ordering, delivery, payment, returns, customer account and much more. Send us an e-mail to: info@schoenheitsberatung.de.

How can I contact customer service?

You can reach our customer service team from Monday to Friday 10-15:30 on +49 (0) 40-53933133 or by email at info@schoenheitsberatung.de.

I'm not sure whether a product is right for me.

If you are unsure whether a product suits your skin, please contact us by email or during service hours (Mon-Fri 10-15:30). You can also use our various skin tests at www.schönheitsberatung.de to ensure that only the active ingredient cosmetics suitable for your skin type or skin condition are suggested to you. You can then buy these in our shop at www.schönheitsberatung.de with a voucher or here at info@schoenheitsberatung.de.

General questions about schoenheitsberatung.de that are not listed in the FAQs.

If you have any questions that you cannot find the answer to in the FAQs, please contact our customer service on +49 (0) 40 - 53933133 or send an e-mail to info@schoenheitsberatung.de

Free samples

Do I get free samples with every order?

We are happy to pack two free samples according to your wishes. All free samples will be delivered with your order.

Product availability

How long does it take for a sold-out product to become available again?

If an item is currently sold out, it has usually already been ordered from the manufacturer and will be available again within the next week. You have the option of leaving your e-mail address on the product detail page. You will be notified as soon as the product is available again.

Can I pre-order or reserve a product?

No, unfortunately it is not possible to pre-order or reserve products.

Will a product that is not in stock be delivered to me later?

Yes, if a product is unexpectedly out of stock due to overlapping orders, we will deliver it as soon as possible at no extra cost to you.