FREQUENTLY ASKED QUESTIONS

ORDER

Where’s my order confirmation?

Have you checked your spam folder first to make sure the order confirmation did not end up in
there? Or have you maybe simply entered your e-mail address incorrectly. In the latter case,
simply contact our customer service at: customerservice@beauty-supply.de. They will change your
email address accordingly.

Another frequent reason could be that your order process was not completed. In this case, again,
simply contact our customer service via email for the issue to be taken care of at:
customerservice@beauty-supply.de

Can my order be changed or cancelled?

Unfortunately, once the order has been placed changes or cancellations can no longer be
considered.

Can my delivery destination be changed after having checked out?

Unfortunately, changing your delivery destination is not possible after having completed the
check out. For this reason, we urge you to double-check the order for any mistakes before
checking out.

DELIVERY

How long does delivery take?

1. SHIPPING WITHIN GERMANY:

Delivery within 3-5 business days (*In light of COVID-19 delivery delays may occur)

2. SHIPPING TO OTHER EUROPEAN COUNTRIES:

Delivery time: 7-14 business days (*In light of COVID-19 delivery delays may occur)

How much does BLACK Beauty Supply charge for shipping?

1. SHIPPING WITHIN GERMANY:

We charge a flat rate of € 4.00 with Hermes / € 6.00 with DHL and € 2.50 via German Post for
deliveries within Germany (only possible with goods mail). Express shipping is not possible.

2. SHIPPING OUTSIDE GERMANY:

We currently do not offer deliveries outside Germany. However, we will continuously start adding
more and more countries to our portfolio. We will keep you informed through Social Media.

I haven’t received my order. What is next?

THE DELIVERY HAS NOT BEEN EXECUTED BY THE MAILMAN

If your item(s) were not delivered by the mailman despite you or a neighbor being around, please
inform us via email at: customerservice@beauty-supply.de. We will contact the mailman and
clarify the case and, if necessary, resend your order after we received the order back from the
mailman.

DELIVERY COULD NOT BE EXECUTED AFTER ATTEMPTED RIGHTFUL DELIVERY

After several delivery attempts (Hermes max. 3 times), the mailman handed in your package either
in a Hermes parcel shop or at a DHL Post branch. You can find this information using your
tracking number or you will receive a notification in your mailbox. If you do not pick up your
parcel within the specified period, the parcel will be sent back to us.
Since we (BLACK Beauty Supply) and the mail provider (Hermes or DHL) have correctly lived up to
our delivery policies, we will provide the following options for you:

  • We will refund you the full value of the goods (excluding the shipping costs paid)
  • We will send your package again as soon as you have paid the oustanding shipping costs
    again.

In case of doubt, please write us a message to customerservice@beauty-supply.de and tell us order
number, name and your existing shipping number. We will get in touch with you as soon as
possible.

I received an incomplete or defective order. What happens next?

If your delivery is defective or incomplete, please contact our customer service via email at
customerservice@beauty-supply.de to resolve the issue.
Please tell us your order number, name and your existing shipping number.
We will get in touch with you as soon as possible.

Can I have my order delivered to a DHL Packstation?

We do not offer deliveries to a DHL Packstation at this moment. However, we are currently working
on this solution for you. We will keep you informed through Social Media.

Can I have my order delivered to a Hermes Package shop?

We do not offer deliveries to a Hermes Package Shop at this moment. However, we are currently
working on this solution for you. We will keep you informed through Social Media.

PAYMENT

Which payment options does BLACK Beauty Supply accept?

You can choose to pay using the following payment methods:

  • SEPA
  • PayPal
  • Credit card (Visa, Mastercard, Maestro, AMEX)

I chose the wrong payment method. Can this be changed?

A subsequent change of the payment method is unfortunately not possible.

How do I receive my invoice?

Your invoice will be attached to the order confirmation that you receive via email. To reduce
paper waste, we only issue digital invoices.