Frequently Asked Questions
My Orders
How do I place an order?
To place an order in our shop, you first need to add the desired products to the shopping cart. When you have finished shopping, go to the cart and review your order. Then enter your delivery address and payment details. Please check these carefully before submitting your order. As soon as we receive your order, you will receive an order confirmation by email with details of your purchase.
Where can I find my order history?
If you already have an account with LebensForm, you can find your order history, including all invoices, in your account.
Just log in: Jetzt einloggen
If you purchased as a guest and can no longer find your invoice, just send us a message.
How long does the processing of my order take?
We usually process your order immediately upon receipt. However, your order will be processed and shipped no later than the next business day. Please note that in exceptional cases, delays may occur that are beyond our control.
How can I cancel my order?
If you want to cancel your order, please contact our support as soon as possible. Also, please review the information about your right of withdrawal.
What if I have not received my order?
If you have not received your order, there are several steps you can take. First, you should check whether the delivery address was entered correctly and whether your order has already been shipped. If your order has been shipped and you have not received it, you should check the delivery status of your order and, if necessary, contact the delivery service for further information. If it turns out that your order has been lost, we will do our best to resolve the issue and find a satisfactory solution for you. Please do not hesitate to contact us if you have any further questions or concerns.
Payment
Which payment methods are offered?
In our webshop, we accept a variety of payment methods to provide our customers with a convenient and secure checkout experience. These include, among others, credit cards (Visa, MasterCard, American Express), PayPal, Sofortüberweisung, Giropay, EPS, and prepayment via bank transfer. We are continuously working to expand our offerings to provide you with even more payment options. If you have any questions about the individual payment methods or need assistance choosing the right option, please do not hesitate to contact us. We are happy to assist you.
Is my payment secure and encrypted?
We take the security of your online payments very seriously and implement various security measures to protect your data. This includes encrypting payment information using modern technology and adhering to strict security protocols. We also work with reputable payment service providers who comply with stringent security standards. Additionally, we only use payment methods that are considered secure and trustworthy. If you still have concerns or questions about the security of your payments, please do not hesitate to contact us. We are happy to assist you.
How does the payment process work?
Select your desired product and add it to the shopping cart. In the cart, you can review and edit your order. When you’re ready to proceed, continue to the checkout. There, after entering your billing and shipping address, you can choose a payment method. Once the order is completed, you will be redirected to the payment service provider’s page. For prepayment or other payment methods, you can also complete the order directly in our shop. The payment service provider will verify the payment information and, if everything is correct, confirm the payment. Afterwards, you will be redirected back to the order confirmation page, which displays the order details. Additionally, you will receive an order confirmation email at the email address you provided.
Are additional fees charged for certain payment methods?
We do not charge any additional fees for any of the payment methods accepted in our webshop.
Can I split an order into installment payments?
Unfortunately, we do not currently offer an installment payment option. However, we accept various payment methods such as credit cards (Visa, MasterCard, American Express), PayPal, Sofortüberweisung, EPS, Giropay, and prepayment via bank transfer. These options can help you pay for your order in a convenient and flexible way. If you have further questions or concerns, please do not hesitate to contact us. We are happy to assist you.
Can I pay for my order via bank transfer?
Yes, you are welcome to pay for your order via bank transfer. Simply select "Prepayment via Bank Transfer" as your payment method and follow the instructions on the order confirmation page to complete the transfer. Please note that it may take a few days for the transfer to reach us and for your order to be processed. If you have any further questions about the payment process or the transfer procedure, please do not hesitate to contact us. We are happy to assist you.
What happens if my payment fails or is declined?
If your payment fails or is declined, there may be various reasons for this. It could be due to incorrect or incomplete payment information, or insufficient funds in your account to complete the transaction.
If your payment fails or is declined, we recommend first checking your payment details to ensure they are correct and complete. If you continue to experience issues, you can try using an alternative payment method or contacting your payment provider directly to resolve the issue.
If your order cannot be processed due to a failed or declined payment, it will typically be canceled. In this case, you can attempt to place a new order using a different payment method. Should you have any further questions or concerns, please do not hesitate to contact us. We are happy to assist you.
How long does it take for my payment to be confirmed and my order to be processed?
We usually confirm your payment and process your order immediately or by the next day after receiving your payment. However, the exact processing time depends on various factors, such as the selected payment method and the processing times of your bank or payment provider.
Once your payment has been received and confirmed, you will receive an order confirmation via email. We will then process your order as quickly as possible and keep you updated on its status.
Shipping & Delivery
What are the shipping costs?
Free delivery for orders over €59.00 within Germany.
For orders under €59.00, a flat shipping fee of €7.90 applies. You can find more information about shipping here.
To which countries do you deliver?
We ship throughout Europe! If needed, we can also deliver beyond Europe—just send us your request.
How long does it take for the order to arrive?
Shipping usually takes between 2 to a maximum of 4 days within Germany.
You can find more information about shipping here.
What happens if I am not at home at the time of delivery?
If you are not at home at the time of delivery, the delivery service will usually leave a notification card. This card provides further information, such as where you can pick up your delivery or how to arrange a redelivery attempt.
In some cases, the delivery service may also leave your package with a neighbor or in a secure location that you specified during the order.
We recommend tracking the delivery status of your order to ensure you receive it and to be able to redirect or arrange a redelivery if necessary. If you have any further questions or need assistance, please do not hesitate to contact us.
What should I do if my delivery is damaged or incorrect?
If your delivery is damaged or incorrect, it is important to contact us as soon as possible. Please take photos of the damaged or incorrect items and send them to us along with a description of the issue. We will then take immediate action to resolve the problem. Depending on the situation, we can offer you a refund, replace the item, or provide another solution. We want to ensure that you are satisfied with your purchase and will do everything possible to resolve the issue as quickly as possible.
Can I change my delivery address after placing the order?
If you wish to change your delivery address after placing the order, unfortunately, we cannot guarantee that this will still be possible in time. It depends on the current processing status of your order and the shipping service provider.
Therefore, we recommend contacting us as soon as possible to request an address change. We will do our best to accommodate your request, but as mentioned, we cannot guarantee that it will still be possible. If the order has already been shipped, it is advisable to contact the shipping service provider directly to request an address change.
Is there a tracking option for my delivery?
Yes, there is a tracking option for your package. Once your order is on its way, we will notify you by email and send you a link to track your shipment. However, you will only receive the tracking link if you have actively agreed to receive it.
Why can’t I select my country as a delivery destination?
If your delivery country is not available, please check the country settings in the shop. You can find this at the top, marked by a country flag. Click on it and select your delivery country.
Returns & Complaints
How do I initiate a return?
If you wish to return your order, you can easily do so via the following link: Return Your Order.
Please check that all conditions of the Return and Cancellation Policy apply before sending back your order. If you are unsure, feel free to contact us.
How can I return products I have already purchased?
We accept returns of unopened products up to 14 days after the purchase date. Used products or items that were already damaged from the warehouse are not covered by our return policy.
You can find more information about the right of withdrawal here.
How much time do I have to return an item?
Our return policy states that we accept returns of unopened products up to 14 days after the purchase date. Please note that used or already damaged products from our warehouse are not covered by this policy.
You can find more information about the right of withdrawal on our website.
Who bears the cost of the return shipping?
If you wish to return your order without any fault on our part, you will bear the direct costs of returning the goods. Additionally, you must cover any loss in value of the goods if this loss is due to handling beyond what is necessary to examine the condition, properties, and functionality of the items.
How long does the processing of my return take?
What should I do if I received the wrong item?
My Customer Account
How do I create a free customer account?
What do I need a customer account for?
Having a customer account allows you to complete your orders faster by saving your personal information and delivery addresses, so you don’t have to enter them again with each purchase.
With an account, you can track the status of your orders and receive notifications about the progress of your delivery.
You also get access to your order history and can easily reorder past purchases if you wish. Additionally, your invoices are stored there.
Creating a customer account offers you a more convenient and personalized shopping experience.
