FAQ

Once we have received your order, we are unfortunately unable to change or cancel it in most cases, as we immediately pass it on to our logistics provider.

You have the option of refusing acceptance via DHL shipment tracking. Your order will then automatically be returned to us and we will refund you the purchase amount after processing.

Where is my order located?

Our shipping partner DHL will deliver your order directly to your home or to one of 2,500 DHL packing stations throughout Germany within 1-3 working days. So that you can always keep an eye on your Beauty Mates products, you will receive an e-mail from us after your order including the DHL tracking number. This means you can track your order at any time, specify a preferred delivery location yourself or choose a different delivery day.

I have not yet received my order

If the shipment is delayed or the parcel carrier has not arrived, you can see in the shipment tracking whether your parcel has been left with a neighbor or a branch. If your parcel still cannot be found, please contact our Customer Happiness Team at support@beautymatesde.zendesk.com with your name and order number.

From a purchase value of 55 € the shipping is free of charge for you. Below that, the shipping costs are 4.95€.

Shipping is currently only possible within Germany and Austria. However, we are already working on opening up new markets so that we will soon be able to supply you in other countries!

We apologize if a damaged parcel has reached you!

Defective parcel

If your parcel already has major external damage, you always have the option of refusing to accept it. The parcel will then be automatically returned to us at no extra cost.

Defective products

If you only discover any transport damage after unpacking your order, please contact our Customer Happiness Team at support@beautymatesde.zendesk.com with your name, order number and photos of the damage.

We can then submit a damage report to DHL on your behalf and explain the next steps to you.

We now finally deliver to you in Switzerland!

SHIPPING COSTS

For purchases over CHF 65.00, shipping is free. For orders under this value, shipping costs are CHF 8.00.

DELIVERY TIME

Shipping to Switzerland takes 4-6 working days.

WILL MY ORDER BE CUSTOMS CLEARED?

Yes, and we take care of the entire customs process for you. So after you have placed your order, you can sit back and relax and look forward to your package. If you still have any questions, please feel free to contact our Customer Happiness Team at support@beautymatesde.zendesk.com.

If a package cannot be delivered and is delivered to a parcel shop or packing station, we ask you to collect it within the specified time period. If this does not happen, the package will automatically be returned to us. This will incur additional costs for us, which we must pass on.
In this case, we will charge a flat fee of €7, which will be deducted from the refund amount. If you would like us to resend the package to you, please contact our customer service at service@beautymates.com . We will then be happy to arrange for the redelivery. In this case, we will charge the additional shipping costs separately.

You can return your order to us within fourteen days. The products must be unused and in their original packaging .

Please register your return with our Customer Happiness Team at: support@beautymates.zendesk.com

The costs of the return are to be borne by you. The refund will be made as soon as the return has been registered in our warehouse and the quality check has been completed.

Please note that we can only issue the refund when your return reaches our warehouse. We therefore recommend that you always keep the proof of dispatch so that you have proof of the return in the event of loss or damage to the goods during shipping.

Of course you can complain about defective items. Please contact our Customer Happiness Team with your order number and a photo of the defect at: support@beautymatesde.zendesk.com

After your return has been quality checked, we will refund the purchase amount to your originally selected payment method. Depending on the payment provider, it may take a few working days to process the refund.

Our products and their application are just as individual as your skin. Thanks to their special combination of active ingredients and particularly high dosage, the care can be adapted precisely to your skin's needs - at any time.

THAT'S WHAT SETS US APART:

• Up to 3x more active ingredients than comparable products
  
• Maximum effectiveness:
  Most effective active ingredient combinations based on data, facts and customer reviews
  
• Scientifically proven:
  Every product backed by studies
  
• Made in Germany:
  Quality from our own laboratory
  
• Intensive research:
  Constant testing of the latest active ingredients by our own development team
  

Our boosters are more than just serums, as they contain a significantly higher concentration and innovative combination of active ingredients that treat a specific skin problem.

The boosters and their application are just as individual as you are. This means that the care can be tailored precisely to your skin's needs - at any time.

All our boosters can be used in different ways:

• Apply pure (as a cure): Apply 1-3 drops to your entire face or use 1 drop at a time for individual areas of the face (eyes, chin or forehead).
• Mix with facial care (Mix&Match): Add 1-3 drops to your face cream and apply both mixed together to the skin. For best results, we recommend our Hyaluron Boost Cream, which is coordinated with the boosters.
• Layering (layering method): Apply your booster first and then your face cream after a short application time.

We recommend slowly integrating the boosters into your skincare routine at the start of use and starting with small doses to gradually acclimatize your skin to the highly effective ingredients.

Yes, all Beauty Mates products are vegan.

It goes without saying that our products are not tested on animals. Good to know: Animal testing has been banned in the EU since 2013.

Clean Beauty refers to skincare and cosmetic products that are made without harmful or controversial ingredients. These products are free from synthetic chemicals, parabens, sulphates, phthalates and artificial fragrances.

Clean Beauty focuses on natural ingredients that are safe and environmentally friendly. It's about using products that are good for the health of the skin and body, as well as the environment. Transparency in the list of ingredients and sustainable production are key aspects of Clean Beauty.