your return

Don't worry! We ship in an environmentally friendly way and therefore you will only receive all information about your order, such as the order confirmation and invoice, by email. Would you like to return one or more products? Then please register your return via our returns portal. Please note that you will have to cover the costs of the return label provided by us yourself.

1. Enter your order number and zip code.
2. Select the reason for the return. If you receive a faulty product, please always contact our customer service first.
3. A fee of €4.50 will be deducted from your refund amount for the shipping label.
4. You will then automatically receive a shipping label to print out and a QR code to show.
5. You can return your item to any DHL shop.

You have the option to return your order within 14 days of receipt. It is important that the goods remain unused and unopened. To start your return, please register it in our returns portal. Please note that we provide a return label, the cost of which must be borne by you.

We ask for your understanding that, for hygiene reasons, we cannot take back products that have already been opened and used. We would have to dispose of them immediately and this does not correspond to our understanding of sustainability. But perhaps you can make a nice person in your circle happy with the product?

The high-quality and vegan ingredients in our products are dermatologically tested and approved. However, every skin behaves differently and can therefore react to certain ingredients. Therefore, we cannot completely rule out certain intolerances or allergies. However, the positive feedback from our customers shows us that this only occurs very rarely or not at all. Sometimes the skin just needs a moment to get used to the new ingredients. Especially when you switch from conventional ingredients to natural ingredients.

Unfortunately not. Please understand that we can only accept a complaint if the product was purchased through our webshop. Please contact the shop where you purchased the product.

We apologize that you have not yet received a final response to your return! It can actually take up to 14 working days.

Thanks for your understanding.

If you have not received a credit note five days after we have received proof of receipt of the return, please contact our customer service at support@jacks-beautyline.com, stating your order number. We will be happy to take care of your request immediately.

Please note that free products must also be returned if the return causes the value of the order to fall below the minimum order value for receiving the free product. Of course, you can keep your free product, in which case we will deduct the original price from your refund.

Unfortunately, an exchange is not possible for technical reasons (logistics process & payment processing). You can simply reorder the desired color in the webshop.

Would you like to return one or more products? Then use our returns portal for unopened products or simply send us an email to support@jacks-beautyline.com for products that have already been opened. As soon as you have registered your return with us, you will receive the return documents. You would have to bear the costs for the return shipping yourself.

After receiving and processing your return, we will refund the purchase amount to the payment method you used to place the order. You can choose your payment method again to reorder the product in a different color.

Your order number always starts with a hash (#).

You can find them in the order confirmation or in your account in the order overview.

Unfortunately you can't find your order number?

Don't worry - in this case our Customer Care Team can help you quickly. It's best to send us an email to support@jacks-beautyline.com and provide all the details and/or the address of your order so that it can be found easily. Thank you!I

If you have not received an order confirmation, there may be various reasons.

Have you checked your spam folder yet? Maybe the order confirmation ended up there, some email providers filter our emails.

Or maybe there was just a mistake in the email address you provided? In this case, it's best to contact our customer service at support@jacks-beautyline.com. They can change your email address quickly and easily.

Another possibility is that the order process was not completed successfully. This can happen, for example, if there were problems with the payment. In this case, it is best to contact our customer service at support@jacks-beautyline.com so that the process can be resolved quickly.

No! You can complete any order with us without registering.

To do this, simply select the option “Checkout as a guest” during the ordering process and follow the next steps until the purchase is completed.

We are very sorry, but it is not possible to order by phone. Please place your order via our online shop. Thank you!

Do you need help choosing your order? Feel free to use our personal beauty consultation. You can book your free 20-minute online consultation via Google Meet using this link: www.jacks-beautyline.com/pages/beauty-booking

Alternatively, we also offer a Whats App video consultation. To book an appointment, please contact us at support@jacks-beautyline.com.

If you have a customer account with us, you can check the status of your order via the "My Orders" overview after logging in.

As soon as your order is ready for dispatch, you will receive a shipping confirmation including shipment tracking from us by email. Please check your spam folder, sometimes our emails are filtered.

If your order is shown as "in progress" in your customer account, unfortunately the order could not yet be completed.

This is usually the case if the transfer of the payment takes some time.

Please understand that no changes can be made to existing orders.

Therefore, it is neither possible to cancel individual items from an order, nor to exchange them or add others later.

Of course, you can return individual items after receiving the goods. To receive an additional item, please place a separate order in our online shop.

Unfortunately, orders placed in parallel cannot be combined into one delivery.

It's a pity that you want to cancel the order.

To ensure a quick and smooth shipping, each order is immediately forwarded to shipping preparation and, in the next step, is packaged ready for shipping.

Once your order has been shipped, cancellation is unfortunately no longer possible.

Until then, we can check whether a cancellation is possible. Please contact us by email at support@jacks-beautyline.com.