FAQs



My order

You can pay with the following payment methods:

  1. Klarna: pay in 30 days
  2. Klarna: pay now
  3. Klarna: slice it
  4. PayPal
  5. Credit card
  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. Thanks your 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 goods return is only possible by mail.

Unfortunately, an exchange is not possible.

However, 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".

You would have to reorder the product you want in a separate order. 

If you have any complaints, please contact us at support@haticeschmidtlabs.com with a short description of your problem incl. photos or videos which show the damage clearly. We will 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), please 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.

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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 packing station of your choice.

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

You can find all packing stations with location and number within Germany here: post finder.

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

Unfortunately, it happens sometimes 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. 

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

Please note that 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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Return

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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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 have an overview of all your orders and 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, we will be happy to help you!

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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Products

No, the Hatice Schmidt LaBS products are not tested on animals.

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

Our Hatice Schmidt LaBS cosmetic products are made in Italy.

Follow us on Hatice Schmidt LaBS social media channels (Instagram and YouTube). 

There you will always find all the news. 

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More information about us

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.

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.

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If you didn't find the right answer, feel free to contact our support team. We will be happy to help you and answer your question!