In the FAQ (Frequently Asked Questions) section you will find answers to frequently asked questions from the following areas:

  1. KLAPP Cosmetics care products
  2. customer account in the KLAPP Cosmetics online shop
  3. orders
  4. returns
  5. security questions

1. KLAPP Cosmetics care products

1.1. Can I buy KLAPP Cosmetics articles?

In addition to our online shop, you also have the option of purchasing the products in leading cosmetic studios. For this purpose, you can find nearby cosmetic studios and institutes in our "Studio Finder".

1.2. Which KLAPP Cosmetics product is right for me?

When choosing products, please take into account any allergies or intolerances you may have. You can find all the ingredients of the products in the respective information texts. The leading cosmetic studios and institutes in your area can also carry out professional skin analyses and recommend the right products for you.

1.3. How do I use KLAPP Cosmetics products correctly?

You will find a description of use for each product in the information. If you have any further questions, we recommend that you consult a beautician.

2. Customer account in the KLAPP Cosmetics online shop

2.1. How can I create a customer account?

You can register quickly and easily in the "Registration" area. Enter the required data and confirm your details.

2.2. Do I have to create a customer account to be able to order in the KLAPP Cosmetics Online Shop?

A customer account is not required for ordering in the KLAPP Cosmetics Online Shop, you can alternatively carry out your order as a guest.

2.3. How can I edit my personal data?

You can edit and adapt your personal data at any time in the "My account" area under the "Information" tab.

2.4. I have forgotten my password, how can I log in now?

You can request a new password in the login area under "Forgotten password". Simply follow the instructions in the e-mail that you will receive.

3. Orders

3.1. How can I place an online order?

Place the desired items in your shopping cart. Then go to your shopping cart and click on "Complete order". Follow the order processing instructions and select a payment method.

3.2. Can I have my articles delivered abroad?

For legal reasons, our articles can only be delivered to Germany, Austria, France, Belgium and the Netherlands.

3.4. How long are the delivery times and what does the delivery cost?

We ship our packages with DHL. Standard shipping usually takes 2-5 business days after receipt of order. Delivery for orders from Germany and Austria costs 2,99€.

Orders with a value of goods of 30€ or more are free of shipping costs for orders from Germany and Austria.

For orders from France, the Netherlands an Belgium a flat shipping fee of 5.99€ is charged regardless of the order value.

3.5. What payment methods are available to me

You can pay for your orders by credit card, PayPal, iDEAL, Bancontact and on account. You can find more detailed information about the payment options offered on the "Payment methods" page.“.

3.6. How can I check the status of my order?

As soon as your order has been shipped, you will receive a shipping confirmation from DHL. You can check the status of your order at any time via the link contained in the confirmation.

3.7. How can I change or cancel an order?

As we usually ensure a quick processing and compilation of your order after receipt, orders cannot usually be cancelled after receipt.

4. Returns

4.1. How can I return my order?

You have an overview of your orders in the "My account" area. After each order, you have a 14-day right of withdrawal. You can make use of this right by registering a return for the corresponding order. The documents will then be sent to you by e-mail. If you have placed a guest order, you can initiate the process via the guest order tracking page.

4.2. How do I get my money back for returned orders?

As soon as we receive your return, it will be registered in our system. A refund will then be issued via your chosen payment method. This can take up to 30 days.

4.3. How do I know if my order has been received?

After successful order processing, you will receive an order confirmation by e-mail. In this e-mail you will find all the important information about your order.

5. Security questions

5.1. Access to the website is not working properly. What can I do?

Your browser settings may be preventing you from accessing our website. Please check the security restrictions. If it still does not work, please contact our customer service. For this purpose, you can use our "contact page".

5.2. Is my personal data protected?

All your data is treated as strictly confidential. We only use the information internally for the purpose of order processing and shipping. Your data will not be passed on to third parties for advertising purposes.

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