HELP & SUPPORT
Support
Here you will find questions and answers on the most important topics. Our team is happy to help you!
Within Germany, delivery takes 1–3 business days. For EU countries, it’s approximately 2–6 business days. You’ll receive tracking information by email as soon as your order has been shipped.
The shipping costs are automatically calculated at checkout.
Within Germany
, they amount to 5.95 €. For orders over 49€, we deliver
for free
.
Unfortunately, a cancellation after order completion is not possible, as your order is automatically and in real-time forwarded to our warehouse. This is the only way to ensure that orders can be shipped as quickly as possible. Of course, you have the option to return your order within 14 days.
A subsequent address change is unfortunately not possible, as your order data is automatically forwarded to our logistics for processing. However, after receiving the shipment data, you can arrange a redirect to a pickup location directly with the shipping service provider.
DELIVERY & SHIPPING
Of course, you can return the item to us within 14 days of receipt. Please note that our real hair products can only be returned in their original condition, meaning with an undamaged seal and intact packaging, for hygiene reasons.
Please send your return back to us within 14 days of receipt. Use an insured, trackable shipping service and keep the proof of delivery safe. The return address is:
IBS Logistics GmbH
Attn: Desinas
Benzstr. 21
48619 Heek
Germany
IBS Logistics GmbH
Attn: Desinas
Benzstr. 21
48619 Heek
Germany
As soon as we receive your return and our warehouse has checked the items, the refund will be made to the payment method used for the purchase – no later than within 14 days.
RETURNS & REFUNDS
As soon as your order has been shipped, you will receive a shipping confirmation via email with a link to track the shipment.
Within Germany: 5.95 €. Free shipping for orders over 49€. Shipping costs to other countries vary depending on the destination country and will be displayed at checkout.
COMMON PROBLEMS
Please first check the tracking link in your shipping confirmation. If the package has been delivered according to tracking, but you have not received it, please ask your neighbors or your delivery point. Then contact us – we are happy to help you.
We are sorry, this should not happen. Please contact our customer service with a photo of the item and your order number so that we can quickly resolve the issue.
Please send us a photo of the damaged item and the order number within 7 days of receipt. We will promptly review the case and find a suitable solution.
Please also check the spam folder of your email inbox. If the confirmation cannot be found there, contact us – we will check whether your order was transmitted correctly.
Contact us.