FAQ

What Is The Minimum MOQ?

The MOQ depends on different products, but we are willing to support small quantity and startup business. Therefore, we are flexible to discuss and assist small MOQ for the first trial order.

What is the best price you can offer?

The price bases on different ingredient, raw material, packing, container and also the quantity. However, since we can customize client’s needs, we can make the product to suit your ideal budget.

Will I be charged for customs and import charges?

That is possible. If the order is shipped outside of Germany, it can be subject to customs and import charges. The recipient of the package must then pay all applicable fees before receiving his order. Since we have no control over these fees, unfortunately we cannot provide information on the amount of the costs.

I would like to return a product. How can I do this?

Before you try to send back an order, you must contact our customer service team. Please provide us with your order number, the item you want to return and the reason for the return Upon receiving this information, we will send you a unique return number and all necessary information. Please pack the item safely and make sure that our return form has been packed. In the unlikely event that your item is lost along the way, you should keep proof of the return shipment. Proof of shipping costs nothing, but without it we will not be able to process your refund or replacement. If you claim a replacement but the product is no longer available, we will refund the original payment method used to purchase the item.

How long will my order take to arrive?

We use DHL, UPS, EMS and e-parcel, your order will be dispatched first working day after order placement. US Shipping approximately 10 to 14 days. Please note courier does not operate on weekends.

Please note this does not apply to weekend orders as well as peak sale periods and peak holiday seasons with those courier. Orders may be delayed by up to 48 hours during these periods. Orders placed between 10am Friday and 10am Monday are considered weekend orders.

Delivery timeframes can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers. Thank you for your consideration.

Do you ship internationally?

Yes, we ship worldwide! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection.

Please note that all import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer’s responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with purchase.

What happens if I entered the wrong delivery information?

Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

What happens if my package goes missing?

If your package has been ‘stuck in transit’ for longer than expected please let us know so we can lodge a ‘missing package investigation’ with Courier. Every missing package will be assigned a unique case number by Courier and can take up to 2-4 weeks to locate.

If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a $9.95 postage fee.

What if you are unable to send an item I have ordered?

In the rare instance that we are unable to supply an item on your order, rather than delay dispatch we will send all other items and provide a refund for the value of the short supplied item. You will be notified of this via email and we will let you know the date that the item will be back in stock.

What if you are unable to send an item I have ordered?

In the rare instance that we are unable to supply an item on your order, rather than delay dispatch we will send all other items and provide a refund for the value of the short supplied item. You will be notified of this via email and we will let you know the date that the item will be back in stock.

How can I pay for my order?

You can pay for your order using either PayPal or via any standard credit or debit card. Your account will be debited with the amount due before the shipment of your order. You can choose your preferred payment option when you place your order.

I have a payment problem. What can I do?

If you see the status “payment problem”, don’t worry. Enter your information again double checking you entered it all correctly. If the problem persists, please contact our customer support and our agents will look into the problem for you.

Why can I see an open transaction in my PayPal account?

Once you have placed an order, the payment will appear in your account as open until we ship your products. The open transaction indicates that your pay is authorized to be executed

How can I use a coupon code?

If you have a discount code, once you have placed all the items in your cart, click on the option “Discount code” and enter it here. Click on “Use code” to apply it to the cart.

My discount code doesn’t work. What can I do?

If you encounter problems with your discount code, double check if the code is still valid and that it can be applied to the item of your choosing. If the problem persists, please contact us and we’ll look into the problem for you.

Can I change the content of my shopping cart?

Absolutely! Click on your shopping cart to view it and it will display all the items you’ve placed in it so far. You can change the amount of items by clicking on the – and + signs or remove them completely using the x button.

How can I apply the cosmetic import license and certification?

Since we have already helped more than 7,200 successful cases over 45 countries, we can guarantee that your products  would fit all the standards in different counties. We are professional to assist you to apply different import license, including PIF, FDA, CFDA, SASO, BPOM..etc.

How do I know if my order has been successful?

You should receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go through, we will send you an email to let you know and give you some easy payment options.