FAQs



My order

You can pay with the following payment methods:

  1. Klarna: pay now
  2. Klarna: pay later
  3. Klarna: slice it
  4. PayPal
  5. Credit card (VISA, Mastercard, American Express, China UnionPay)
  6. Amazon Pay
  7. Prepayment

 

Please note, not all payment methods are available for every country. More information here: payment & shipping.

To guarantee fast shipping, your order will be made ready for shipment right after we received it. For this reason, we can not make any changes afterwards. 

In case you want to edit or change your shipping address, try to contact the carrier to do so.Thanks for understanding!

The exact shipping time depending on the shipping method and delivery country is noted in the order process at the checkout. Within Germany and with receipt of your payment, your parcel should be shipped within 1-3 days. Please understand that high order volumes may cause delays.

Also please note that the exact delivery date for shipments abroad cannot be specified in advance due to international regulations and longer shipping routes. If you have any questions, feel free to contact our support team.

Please note that we do not sell goods at our office, as our warehouse is not located in Berlin.

Also returns are only possible by mail.

Unfortunately, an exchange is not possible.

Nevertheless, you have the option to cancel your order and return the product you wish to exchange, unused and in its original packaging, within 14 days after receipt (only within the EU). More information here: cancellation rights and in the FAQ section “Returns”.

You have to reorder the desired product in a separate order. 

At first you have to make pictures or videos of the damaged item and contact us at support@haticeschmidtlabs.com with a short description of your problem incl. photos or videos which show the damage. In some cases you may also have to return the item for further quality inspection.

We will check your claim and get back to you as soon as possible.

If the status of your package on the courier’s tracking site is "Delivered" but you have not received your order (or any other problem has occurred), contact our support team.

We'll send you a declaration about the non-receipt of the parcel, which you have to fill out. Then we can contact the delivery service and initiate any necessary research.

The possibility to cancel your order depends on the progress of it.

 

  • The order has not been shipped yet

In general, we process and ship your order as soon as we receive it to guarantee a fast delivery. As long as the order has not been processed, we can cancel it (in whole or in part). To do so, contact our support team as soon as possible and be sure to include your order ID. 

 

  • The order has already been shipped

In this case, according to your right of withdrawal, you may cancel your order within 14 days of receiving the shipment. You can find detailed information about this in our cancellation rights and in the FAQ section “Returns”.

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Shipping

Your parcel will be shipped with DHL or Deutsche Post (tracked).

More information about shipping here: "Payment and shipping".

We can send your package to a parcel locker of your choice within Germany.

Please click "Send to parcel locker/post office" when creating the delivery address of your order and enter the parcel locker number and your postal number (your personal customer number).

 

Please notice, this option is only possible for German orders!

 

You can find all parcel lockers with location and number within Germany here: post finder.

Your shipment notification has a tracking link that allows you to check the status of your shipment. 

 

Unfortunately, sometimes it happens that DHL doesn't inform you about the delivery attempt. Therefore, we recommend to check the tracking link regularly so that you are always informed about the current shipping status of your package. 

 

As a registered DHL customer you also have the option of preferred delivery for a flexible parcel receipt. Find more information here: DHL Preferred Delivery.

We offer international shipping. You can find here the exact list of countries: "Payment and shipping".

Please note that international shipping conditions may differ from domestic shipping in Germany.

Domestic shipping (within Germany) is currently free.

Please check our information page "Payment and shipping" for international shipping costs.

Additional taxes or costs such as customs duties may be incurred for orders in non-EU countries (including Switzerland and Norway). These cannot be invoiced by us but must be paid by you directly to the relevant customs or tax authorities. Please contact these authorities for more details.

Unfortunately, we cannot stop the return at the shipping service provider. As soon as we receive your parcel, we will inform you about further steps. 

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Returns

As a company we are committed to conscious buying behavior and would like to point out that every return has an impact on our environment. If possible, please think twice about your return.

If the return cannot be avoided, please consider following points.

All products purchased on www.haticeschmidtlabs.com can be returned without giving reason within 14 days after receipt, but must be unused and in their original packaging (only within the EU).

 

For quick processing and refund, please note the following points:

  • The goods must be in complete, unused and undamaged condition.
  • Please mark the parcel with the note “return” and add the return form, which you can find attached to your shipping confirmation email.
  • Please note that the purchaser pays for the return shipping costs.

 

Please send your return to the following address:

Hatice Schmidt GmbH

Schoenstedtstraße 7

12043 Berlin

Germany

 

General information on returns:

1) Please avoid damage and contamination of the goods. Please return the products wholly, in their original packaging and with all components. If necessary, use protective exterior packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.

2) We do not assume any costs which arise as a result of false declarations or insufficient postage.

The amount will be usually refunded within 7 days after receipt of the return to the account used for payment.

Please note, costs for return shipping are not covered by us!

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Products

Please understand, as a small team we simply don't have the necessary capacity and time for an individual consultation, which you deserve.

 

But we definitely recommend to have a look at our social media channels - especially at the story highlights "Highlighter" and "Bronzer" in our profile on Instagram where all colors were swatched in a wide variety of lighting conditions and described in detail.

In addition, all product pages in our online shop feature model images with the matching skin color for each shade.

We attach great importance to the fact that every product is produced without animal ingredients and are working to ensure that in the future our entire product collection is produced without animal ingredients. Currently, the majority of our products is vegan.

Just check the product description under “Product benefits”, to see if the product is vegan.

All Hatice Schmidt LaBS products are cruelty-free and not tested on animals.

In general, animal testing is prohibited in the EU according to Art. 18 VO (EG) 1223/2009. Therefore, cosmetic products and all their ingredients must not be tested on animals. 

Furthermore, we are happy that the global trend is also moving towards products free of animal testing.

You will find a note on the packaging of your product. Look on the back for the symbol of an open cream jar (period-after-opening symbol or PAO symbol). The number with the letter M identifies the minimum useful lifetime in months after opening the cosmetic product.

All Hatice Schmidt LaBS cosmetic products are made in Italy.

Follow the social media channels of Hatice Schmidt LaBS (Instagram and YouTube) and of our art director Hatice Schmidt (YouTube and Instagram). 

There you will always find all the news. 

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My account

We store your personal data in a password-protected customer account, so that you do not have to re-enter your data for your next purchase. In addition, you can post product reviews and you have an overview of all your orders & returns in your account.

The next time you visit our shop, all you need to access your customer account is your email and password.

You can create a customer account for Hatice Schmidt LaBS with every order. As soon as your data is requested in the order process, you have the option to log in (if you already have an account) to order as a guest or to register and thus create an account.

If you have forgotten the password for your account, just click at "My account" at the top right. At the login you have the option to click on "Forgot your password?". Then we only need your email address (with which you created the customer account) and we'll send you a separate email to reset the old password. Click on the link in the email and you can create a new password for your Hatice Schmidt LaBS account.

If your account is locked because you have entered the wrong password too often, please contact our support team. We will be happy to help you!

Of course you can delete your customer account any time. Just contact our support team with your customer ID.

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More information about us

Currently we do not offer any telephone support.

Our support team will be happy to answer all your questions via email. Please send us your request at support@haticeschmidtlabs.com or use our contact form

Of course we will always share some inspirations. Just feel free to follow the social media channels of our art director Hatice Schmidt (YouTube and Instagram) and our label Hatice Schmidt LaBS (Instagram and YouTube).

Currently we do not offer a newsletter. We see more potential on the social media channels and are convinced that they offer you a higher added value.

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You didn't find the answer you were looking for? Contact our support team.