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Here's what we are asked the most
Strong measures are in place to guarantee microbiological safety. In addition, all products are rinsed with disinfectants upon leaving the factory. All personnel use protective face masks and disposable gloves while handling merchandise.
American purchases are fulfilled directly from our US distribution center via UPS, FedEX or USPS. Orders arriving before 2pm EST are processed the same day and shipped next morning.
European purchases are fulfilled from our warehouse in Germany via DHL or UPS. Orders arriving before 2 pm CET are processed the same day and shipped next morning.
Delivery speed depends on the shipping service selected at check-out. For more information on transit times visit our deliveries page.
You can track the status of your order directly from your account, under order history. If you checked out as guest, your order can be accessed following the link you received via e-mail.
Something went seriously wrong with your order. In most cases payment was rejected, or the order was not paid in full on its due date.
Simply go to your Order History, open the order details, select the item or items to be returned, select the quantity you want to return for each item, FILL OUT THE FORM, and click "request a return". Upon approval an RMA number and return slips will be sent to your registered email address.
Returns are only available for delivered merchandise that is UNOPENED and can be initiated at any time only within 14 natural days after an order has been placed. Returns for warranty claims can be initiated at any time while the warranty is active.
DO NOT SEND RETURNING MERCHANDISE TO WITHOUT AN RMA NUMBER.
If you are given a "RETURN APPROVED, DO NOT RETURN" notice, you do not need to do anything else. Your refund will be processed automatically.
Refunds are processed automatically after a return request has been approved. Requests are reviewed and processed within 24h. It may take up to 14 natural days to process your refund. Please allocate additional time for your funds to be processed by your financial institution.
Refunds are issued to the same payment method used during purchases
While unusual, if there is a manufacturing defect with one of our products it may be sent to us for assessment and refund/replacement for as long as the product has not exceeded its expiration date and only if it has been stored according to its instructions. Warranty covers changes in smell, color, and/or consistency that drastically differs from the product description. Items with physical signs of damage (except damaged on arrival) are not covered by our warranty.
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Problems with the website/store? send to WEBMASTER. All other inquiries send to CUSTOMER SERVICE