How can I track the status of my order?
After completing your order, we will inform you about the following events via e-mail:
- The receipt of your order (this is not yet a confirmation of your payment)
- The sending of your invoice (if you pay via Klarna, you will receive this mail directly from Klarna at a later date)
- The shipment of your goods. In this mail you will also find the tracking link for your package.
If you do not receive these mails, please check your spam folder.
Which countries do you ship to?
Delivery is made domestically (Germany) and to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Poland, Romania, Spain, Slovenia, Slovakia, Sweden, Switzerland, United Kingdom.
How fast do you deliver?
Unless otherwise specified in the respective offer, the delivery of the goods in the domestic market (Germany) within 2 - 3 working days, for foreign deliveries within 5 - 7 working days after the conclusion of the contract (in case of agreed prepayment after the date of your payment instruction).
Note that on Sundays and public holidays no delivery is made.
If you have ordered items with different delivery times, we will ship the goods in one shipment, unless we have made other arrangements with you. In this case, the delivery time is determined by the item in your order with the longest delivery time.
How much are your shipping costs?
Domestic deliveries (Germany):
From an order value of € 69.00 we deliver free of shipping costs. Below that, we charge a flat rate of € 3.95 for shipping our products. We ship climate-neutral via DHL parcel. If only sachets are ordered, they will be sent free of shipping costs by letter.
Deliveries to the following countries:
Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Portugal, Poland, Romania, Spain, Slovenia, Slovakia, Sweden, Czech Republic, Hungary, Cyprus:
From an order value of € 80.00 we deliver free of shipping costs. Below that, we charge a flat rate of € 7.95 for shipping our products. We ship climate-neutral via DHL parcel. If only sachets are ordered, they will be sent free of shipping costs by letter.
Deliveries to the Netherlands:
We are happy to deliver to our customers who live in the Netherlands at the above prices for the Netherlands. In addition, you can also get our products directly from this store https://sknz.nl/, located in the Netherlands, which ships the goods within the Netherlands. Please check the store https://sknz.nl/ for these shipping conditions.
Deliveries to Great Britain:
Shipping to Great Britain is only possible to a private address (no P.O. Box or similar) and costs a flat rate of 17.60 €. When shipping to Great Britain, additional taxes or costs (e.g. customs duties) may be incurred in connection with your order, which will not be paid by us or invoiced by us, but have to be paid by you directly to the responsible customs or tax authorities. Please check with the relevant authorities for details.
Deliveries to Switzerland:
See next question.
Shipping to Switzerland
Shipping to Switzerland can be done either directly to your private address or through the external service MeinEinkauf.ch.
The shipping costs for a delivery to a private address in Switzerland amount to € 17.60 (regardless of the order value). When shipping to Switzerland, additional taxes or costs (e.g. customs duties) may be incurred in connection with your order, which will not be paid by us or invoiced by us, but must be paid by you directly to the relevant customs or tax authorities. Please ask the respective authorities for details.
Shipping to Switzerland via MeinEinkauf.ch is done by the mentioned shopping service. This takes care of customs clearance and delivery to your home. Since you specify the German delivery address of MeinEinkauf for the delivery, the same favorable shipping conditions apply to your order with us as for our German customers (however, there are additional fees on the part of MeinEinkauf). Please note the exact shipping conditions of MeinEinkauf in the store https://meineinkauf.ch/. Please also note that you have to use your personal MeinEinkauf email address for orders. More information & free registration: https: //meineinkauf.ch.
Where can I find the tracking link for my package?
As soon as we print the shipping label for your package, our system will automatically send you a shipping notification via email. In this mail you will also find the tracking link.
Please note that at this point the package has not yet been scanned by DHL. This will happen either later that day, or the next day at the latest. So it can happen that something happens in the tracking history only after 1-2 days, although your package is already on the way.
I don't want the order anymore, can I just refuse to accept it?
If you refuse acceptance within the scope of a revocation, we will incur costs for the return shipment, which will be charged to you according to our cancellation conditions to be borne by you. We will deduct these costs from the refund of the purchase amount and inform you via e-mail.
I wait too long for my package and nothing happens in the tracking. What is the reason?
Since our package is not scanned individually by DHL during pickup, it may sometimes appear that the package is not being processed. Also in between it happens in individual cases that the tracking "rests", but the package is processed normally. In addition, delays can of course occur, for example due to an increased processing volume on the part of DHL or personnel bottlenecks.
From our experience with thousands of parcels we can assure you: A parcel is almost never lost. An investigation at DHL is only possible 7 days after the date of shipment, because DHL is allowed to take its time with the delivery. Please contact us via mail to support ät highdroxy punkt de, if your package is waiting too long.