Marie & Annika

We are glad to help you :)

Maybe you can already find your answer in our “Frequently Asked Questions and Answers” ​​behind the contact form?

If not, we would be happy to be there for you personally.

Or use the contact form

Would you like a personal telephone conversation? Please send us your phone number, the times when we can best reach you, and a brief overview of your topic using the keyword “callback request”. We would be happy to get in touch with you as quickly as we can.

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payment

You can pay us online via PayPal, SOFORT transfer, eps transfer, Google Pay, Apple Pay, Amazon Pay or credit card (Visa, Maestro, mastercard or American Express). In addition, you can of course pay in advance as a bank transfer or choose the option "Purchase on account with Klarna".

You do not settle the amount with us, but transfer it to Klarna.

You will still receive an invoice from us. This is for your records only. The payment request comes from Klarna.

Klarna will send you all payment information to the email address we have on file. If you have any questions about billing, please contact Klarna directly.

Yes. As a certified Trusted Shops Store, your purchases and payments are secured with us.

Absolutely! The security of data transmission is very important to us. Therefore, we only rely on proven shipping and payment providers and one of the safest methods of data transmission (SSL-Secure). Your information will be sent to us in encrypted form at all times.

delivery and shipping

We send all orders plastic-free and climate-neutral via DHL Paket GOGREEN.

Germany €4.95 and free of charge from €35 value of goods!
Austria 5.95 € and from 50 € value of goods free!
Switzerland €21.95.
Would you like to order to another country? Here you will find our detailed, worldwide shipping information.

You will automatically receive a tracking number from us with which you can track the status and the expected delivery date at any time in DHL tracking.

Yes. Please include the postal number and the number of the Packstation in your shipping information.

Please check the status of your delivery first. To do this, enter your shipment number in the DHL tracking tool. Maybe your package was delivered to a DHL branch or to a neighbor.


Please also check that your delivery address is correct. Perhaps in the heat of the moment a small mistake crept in, so that the shipment could not be delivered. In this case please contact us.


If both points are excluded, please contact us as well. We will contact the shipping service provider immediately.

Don't worry: So far everyone has received their parcel from us. :)

Please always check directly when ordering whether you have entered your data correctly. If an error devil has crept in, please contact us immediately so that we can carry out a correction in good time.

If you have already received a shipping confirmation, a correction is no longer possible. If necessary, the package can still be delivered. Otherwise it will come back to us and we will contact you.

Order

Yes, if your order has not yet been dispatched, that is possible. Please inform us of any changes immediately by email with your order number. We'll be happy to customize your order.
If you have already received a shipping confirmation, unfortunately we can no longer make any changes.

You will always receive order confirmations from us within a few minutes after your purchase. If you have not received any, please check whether the email address you have provided is correct or whether our emails are in your spam folder.
If everything is correct, please contact us by email and we will be happy to send you all the information later.
This also applies to shipping and customer account confirmations.

If you are looking for a lost discount code, please send us an email and let us know which code it is.

It depends on the code, but we usually manage it ;) Please send us an email with your code and we'll be happy to look it up for you.

Please send us an email with the subject "Cancel order completely". If the order is not yet in the shipping process, we can cancel it free of charge.
Of course, we are always happy to receive feedback as to why you decided against placing an order with us.

Returns and Refunds

Sometimes you spontaneously change your mind. That's okay. You generally have 14 days to exercise your right of withdrawal and return the items you have ordered. Simply send the items you want to return to:
puremetics GmbH
Borsigstrasse 11A
30916 Isernhagen
Please note that we need a short declaration of revocation from you. This can be done informally by hand. You can find a sample and all conditions here .

Yes and no :)

Actually that doesn't work. However, as part of our 100% satisfaction guarantee, we offer a very special program to ensure that you are really happy with puremetics. Here you learn more about it.

You will always receive refunds using the same payment method that you chose when placing your order. We'll let you know once a refund has been approved for you. It may take up to 3 business days for this to be credited to your account. If you have selected the "Klarna invoice" option, there are two options:
1. If you haven't paid your bill yet, we will inform Klarna about the refund. Your invoice amount will then be reduced according to the refund. Klarna will inform you about this separately.
2. If you have already paid your bill, you will receive a remittance from Klarna.

This is of course not so nice, but it can definitely happen from time to time. But no worry! We'll take care of it right away! :)

Please send us an email with your order number and a photo of the damage. We will be happy to initiate an exchange for you.

Your satisfaction is very important to us. We are so convinced that you will feel at home with our products that we promise you a 100% satisfaction guarantee. If you are not satisfied with your delivery, we will refund the purchase amount! Even if you have already used the item. After all, you have to test them before you can rate them :) Find out more here .

Products

Always. Gift cards have no expiry date with us.

Please note that we will automatically email gift cards to you. A physical delivery does not take place. However, the motifs can be printed out. Please check your spam folder first and contact us via email. We'll be happy to re-mail your gift card to you.

On each article page you have the option of registering for an automatic availability message. We will then be happy to inform you directly as soon as the item you want is available again.

No. Our glycerin is palm oil free and organic.

No. Our glycerin is palm oil free and organic.

purepoints

Loyalty is rewarded with us! Discover the purepoints program and receive exciting benefits, discounts and gifts.
We have often noticed that many companies often only focus on new customers and that most promotions and discounts do not apply to existing customers.

That's a shame, of course, because in a good relationship you should always take care of each other and not just shine on the first date, right?

That is why we have created a program with our purepoints system, from which you, as an existing customer, benefit and receive great advantages.

You automatically receive purepoints for every purchase and for certain activities with us, provided you have a customer account with us. You can collect these and exchange them for great prizes.

Here you learn more about it.

Please have a little patience. Sometimes it can take up to half an hour for the system to transfer and register your purepoints.