Frequently Asked Questions 

 

Where can I change personal details, such as my e-mail address or delivery address?

If you are already a registered customer, you can change your e-mail address, delivery address and other personal details under “My account” > “Profile”.


You can also place orders without creating a customer account, but this will require you to enter your details every time you make a purchase.

How can I select/change my preferred payment method?
  • You can select or change your preferred type of payment under “My account” > “Payment methods”.
  • You can also choose a different payment method when placing your order.
How can I change my password?

You can change your password under “My account” > “Profile”.

What are the available payment methods?

The Dr. Hauschka online shop supports the following payment methods:

  • PayPal
  • SEPA Direct Debit 
  • Credit card (Mastercard, VISA)
  • SOFORT bank transfer
  • Giropay
  • Paydirekt
What are the shipping costs?

The shipping costs are €3. We offer free shipping for all orders over €40.

How will I know that my order has been placed successfully?

We will send you e-mail confirmation of your order once it has been received. You can also view all your orders under “My account” > “Orders”.

How long will it take for my order to be delivered?

Your item(s) are dispatched as soon as we receive your order, subject to availability. Delivery can take up to three working days. We will inform you via e-mail as soon as your order has left our premises. You can also check the status of your order under “My account” > “Orders”. You also have the option to receive updates on the shipping status of your order from our partner. To receive these updates, please indicate when placing the order that you agree to us passing on your e-mail address to DHL.

How will my order be delivered?

We use DHL to ship our products. You will receive your DHL package number along with your e-mail order confirmation. You can check the shipping status of your order at any time by clicking on the package number or going to the DHL website. 

Is there an express delivery option?

We do not currently offer this service. We do, however, process your order as quickly as possible. The delivery period is up to three working days from receipt of the order. 

Can I have my order delivered to a Packstation?

For delivery to a Packstation or a post office, you must be a registered Packstation customer. Please select the option “The shipping address does not match the billing address” and enter you customer number in the field “Company name”. In the “Street and number” field, please enter the address of the Packstation or post office together with the station or branch number. Packstation customers can find their customer number on their DHL Goldcard.


Company name: Your customer number
First name, last name: Your own name
Street and number: e.g. Packstation 123 or post office branch 123
Zipcode and city: Details of the Packstation or post office branch


When placing a large order, please bear in mind that delivery to a Packstation may not be possible if the package exceeds the maximum dimensions. For more information on delivering to a Packstation or a post office, visit: www.dhl.de/de/paket/pakete-empfangen/packstation.html

 

Can I have my order delivered to my work address?

You can choose to have your order delivered to your work address. Please select the option “The shipping address does not match the billing address” and enter your company address and department, if relevant.

How can I add items to my order or change my order?

Unfortunately we cannot make changes to an order once it has been confirmed. If you wish to purchase more items, please place a new order.

I have placed several individual orders. Can the orders be combined?

Currently we are unable to combine separate orders.

How can I cancel my order?

Were you too quick to place your order? As long as it has not yet been processed, you can still cancel your order. Please send an email to shop@drhauschka.de.

Can I have products shipped to other countries?

No. Currently we only deliver to addresses in Germany.

If I don't like an item, can I return it?

You can return delivered items to us free of charge within the legal cancellation period of 14 days.

With each order confirmation e-mail, you will find enclosed a DHL return label as a PDF file. Print this DHL return label, stick it over our DHL shipping label and take the package to your local DHL branch. Returning your goods using the DHL return label is free of charge.

Can I return items from different deliveries in one combined package?

To allow us to process your returns as quickly as possible, we ask that you always return orders separately with the corresponding DHL return label.

Do I receive a refund on returned items?

Yes, the value of all returned goods will be refunded to your account.

How long does the returns and refund process take?

The length of time the refund takes to reach your account depends on the payment method used. You should expect a processing time of up to ten working days. You will receive an e-mail once your returned goods have been received and processed.

What do I do if my items arrive damaged or if they are lost?

In the event of damage, please refuse to accept the parcel if possible. Send a description of the damage to shop@drhauschka.de, including pictures if possible.

Who should I contact if I wish to make a complaint?

We are very sorry for the inconvenience. Please send an email to shop@drhauschka.de and we will look into the matter immediately.