Support
One inbox, read by a person. Write to shcommerce@outlook.com, or use the form further down this page — both arrive in the same place.
What to include
An answer comes back faster when the first message already has what we need:
- Your order number if the question is about an order. It is in the subject line of your confirmation email.
- The email address you used at checkout, if it is not the one you are writing from.
- A photograph if something arrived damaged, or if you want us to look at a reaction on the skin.
How long it takes
We answer within one business day. Messages sent at a weekend or on a German public holiday are answered on the next business day. If a day has passed and nothing has arrived, check the spam folder before writing again — our reply comes from the same address you wrote to.
Things you can settle without writing to us
- Where a parcel is, and what to do when tracking has not moved.
- Delivery costs, delivery times and how to send something back.
- The statutory 14-day right of withdrawal, with the model form.
- How to use the serum, how long a bottle lasts and what to expect.
If something has gone wrong
Tell us plainly what happened and what you would like us to do about it. A wrong item, a missing parcel, a broken bottle or a reaction on the skin are all things we fix rather than argue about. If you want to send the serum back, you do not need a reason and you do not need our permission first — the routes are on shipping and returns.
Where we are
aloura, Sörensenstraße 38, 24143 Kiel, Germany. The full legal details are in the imprint.
We are neither obliged nor willing to take part in dispute resolution proceedings before a consumer arbitration board.