Shipping and returns
What delivery costs, how long it takes, and the two separate routes for sending something back. Both routes are described in full; the statutory one is set out formally on right of withdrawal.
Delivery
Costs within Germany
| Service | Cost |
|---|---|
| Standard | €5.99 |
| Standard, on orders of €55 or more | Free |
| Express | €9.99 |
Prices on this shop include VAT. Delivery is charged on top and is shown in the basket before you pay.
Times
Orders placed on a business day are dispatched within one business day. Orders placed at a weekend or on a German public holiday are dispatched on the next business day. Standard delivery within Germany then takes 2 to 4 business days. Express is handed to the carrier as a priority service; the carrier's own estimate for your address appears on the tracking page.
Once the parcel is with the carrier, the tracking page is the reliable source — see track your order.
Outside Germany
At the moment we sell to customers in Germany. Rates for the EU and for a list of non-EU destinations are already configured and will open as soon as our cross-border VAT registration is in place. Until then, an address outside Germany cannot be completed at checkout.
If a parcel cannot be delivered
Carriers usually attempt a second delivery or leave the parcel at a pick-up point and post a card. If a parcel comes back to us undelivered we will write to you and either send it out again or refund it, as you prefer. We do not charge for a second attempt caused by a failed delivery. If it comes back because the address you gave was wrong or incomplete, we will ask you to cover the cost of sending it out a second time before we do.
Sending something back
Two routes
The statutory right of withdrawal. You have 14 days from the day you receive the goods to withdraw from the contract, without giving a reason. The formal instruction, the deadlines and the model withdrawal form are on right of withdrawal. Your statutory rights are unaffected by anything on this page.
Our 60-day promise. Separately, and voluntarily, we take the serum back for 60 days from delivery even if the bottle is open and part-used, and refund what you paid for it. You do not need a reason. This is a promise we make on top of the law, not a replacement for it.
How to start a return
- Write to shcommerce@outlook.com with your order number and say that you want to return the order. If you are exercising the statutory right of withdrawal, saying so plainly — or sending the model form — is enough.
- We reply with the return address and confirm what happens next. You do not need a return authorisation number.
- Pack the bottle so it survives the post. Include a note with your order number, or the model form.
- Send it, and keep the proof of posting. You bear the direct cost of returning the goods.
Returns go to the address given in the imprint unless we tell you otherwise when you write.
What you get back
We refund the price of the goods and, where you exercise the statutory right of withdrawal over the whole order, the standard delivery charge you originally paid. If you chose Express, we refund the standard rate rather than the express premium — that is what the law provides for. Under our voluntary 60-day promise we refund the price of the goods.
The refund goes to the payment method you used for the order, within 14 days of the goods reaching us. We do not charge a fee for it. How soon it appears on your statement after that is up to your bank or card issuer.
Damaged, wrong or faulty
None of the above applies. If the bottle arrives broken, the wrong item arrives, or the product is faulty, send a photograph to shcommerce@outlook.com with your order number. We replace it or refund you at our cost, and we do not ask you to post it back first. Your statutory rights over faulty goods run for two years from delivery and are not affected by our returns policy.