Help & FAQ's

You ask - We answer

Product search

How do I find products in the online store?

To find the product you want, you have three options:

1. direct selection via brands: Via the button "Brands" on the start page, you will get to the complete brand overview.

2. search via our navigation. Select one of the main categories, e.g. "Hair Care", search for the corresponding subcategories and find your desired product step by step.

3. free text search in the search field: on the start page at the top center. Here you can search for a product name or parts of the product name as well as choose product categories, item or barcode numbers.

Contact and customer number

How can I contact the customer service?
Please click on the "Support - Button", which you can find at the bottom of our website or contact us by e-mail at help@gtworld.de. Our customer service will contact you immediately and take care of your request.

Where can I find my customer number?
You will find your customer number in the e-mail that is sent to you when we confirm your order. If you have any questions, please contact our customer service

Ordering and shipping

Who can order at gtworld.de
In our online store it is possible to register as a private or corporate customer

How can I order products on gtworld.de?
On gtworld.de you have the possibility to put articles from the online store into the shopping cart. If you want to order the selected articles, simply log in with your LogIn data, select payment method and send the order.

Is there a maximum order quantity or a minimum order value
There is no maximum order value.

For private customers there is no minimum order value. However, you will be charged shipping costs per shipment. We deliver free of shipping costs from an order value of EUR 30.00.

For business customers, there is a minimum order value of EUR 150.00. If the order value is less than EUR 150.00, there is a minimum quantity surcharge of EUR 10.00.

Where can I view my orders and my customer data
You can see an overview of your orders as well as your customer data in your personal LogIn area.

I have ordered and have not received an order confirmation by email.
If you have not received an order confirmation by email from us within 30 minutes of placing your order, your order has either not been received by our system (technical error) or you have entered an incorrect email address. Please check your email address stored at gtworld.de for correctness or contact our customer service.

I have entered an incorrect address.
- Please check the address you have deposited both in your order and in the order confirmation sent to you by email.
- Please note that we cannot make any changes once the invoice has been issued.
- Please contact our customer service immediately if you notice an error.

I would like to cancel/return my order.
In case of faulty delivery on the part of gtworld.de, you will receive a return slip from our customer service by email or by post (by post only within Germany, internationally only by email). If you want to cancel the goods for other reasons, the goods must be returned to us at your own expense.

By which method of payment, if any, will I be refunded the purchase amount?
For the refund, we will use the same payment method that you used for the original transaction. Example: payments made by Paypal will be refunded to the Paypal account.

Can I return all items after purchase?
Unless otherwise agreed by the parties, the right of withdrawal does not apply to the following contracts: Contracts for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer, contracts for the delivery of goods that can spoil quickly or whose expiration date would be exceeded quickly, contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery, contracts for the delivery of goods, if they have been inseparably mixed with other goods after delivery due to their nature, contracts for the delivery of alcoholic beverages, the price of which was agreed upon at the time of the conclusion of the contract, but which can be delivered at the earliest 30 days after the conclusion of the contract and the current value of which depends on fluctuations in the market over which the entrepreneur has no influence, contracts for the delivery of sound or video recordings or computer software in a sealed package if the seal has been removed after delivery, contracts for the delivery of newspapers, journals or magazines with the exception of subscription contracts

My package was apparently declared "undeliverable" by the post office.
If parcels are returned to us as "undeliverable", we will inform the customer of this by email after processing. If there is no response from the customer within 1 week, the order will be cancelled.

How can I order products on gtworld.de?
On gtworld.de you have the possibility to put articles from the online store into the shopping cart. If you want to order the selected items, simply log in with your LogIn data, select payment method and send the order.

Is there a maximum order quantity or a minimum order value?
There is no maximum order value.

For private customers there is no minimum order value. However, you will be charged shipping costs per shipment. We deliver free of shipping costs from an order value of EUR 30.00.

For business customers, there is a minimum order value of EUR 150.00. If the order value is less than EUR 150.00, there is a minimum quantity surcharge of EUR 10.00.

Where can I view my orders and my customer data?
You can see an overview of your orders as well as your customer data in your personal LogIn area.

I have ordered and have not received an order confirmation by email
If you have not received an order confirmation by email from us within 30 minutes of placing your order, your order has either not been received by our system (technical error) or you have entered an incorrect email address. Please check your email address stored at gtworld.de for correctness or contact our customer service.

I would like to cancel my order. What do I have to do?
We regret that you did not like the product. Please contact our customer service to arrange the cancellation. Orders can be cancelled free of charge before your package is shipped. If the package is already in shipping status, the cancellation will incur shipping costs of 3.95 euros within Germany. For shipments abroad, correspondingly higher shipping costs apply, which you can find on our website. Please note that the products must remain unopened and in their original packaging when returned.

I have not received my order yet. I would like my money back.
We apologize for any inconvenience this may have caused you. Most of the time this is due to a shipping issue. Please contact our customer service, which will immediately take care of your request and will arrange the refund by bank transfer or, if you wish, you can offset the amount against your next order.

My order could not be delivered. How do I receive my package?
Please contact DHL immediately to pick up your package at one of the post offices in a timely manner, otherwise it will be returned to our office. If you have any further questions, please contact our customer service.

I have questions about my ordered product. Who can I contact?
We will be happy to answer any questions you may have about the products you have ordered. Please contact our customer service or call us at +49 6051 88 66 12.

Where can I find the tracking number for my order?
After order confirmation and shipment of the order, we will send you an e-mail with the corresponding tracking number. If you have not received it, you can contact our customer service.

I tried to print the return label but it does not work?
Please contact our customer service, who will send you a new return label.

What do I need to know about returns?
In case of a return, please make sure to provide us with your customer data (customer and/or voucher number) so that we can correctly assign the return.

The desired product is sold out. When will it be available again?
The delivery date is displayed under the respective article. If this is not the case, you can enter your e-mail address and we will send you a link by e-mail, which you only need to confirm. As soon as the product is available again, we will inform you immediately by e-mail.

Missing, defective and wrongly delivered products

Goods wrong or defective (cancellation / exchange / revocation)?
The existing right of cancellation applies. Please contact us for this via our customer service.

I have returned the wrong order but still have not received the correct products.
We apologize for any inconvenience this may have caused you. Please log in to your customer account and request a return label. If you have any further questions, please contact our customer service.

I received my order but some products are missing.
We apologize for any inconvenience this may have caused you. Either the products you ordered were out of stock or they were accidentally not included. Please contact our customer service. After checking, we will immediately send you the missing products.

Is there an overview of my order?
You will receive an e-mail from us including the ordered products upon order confirmation. If you have already registered with us as a customer, you can also view your products under "my orders".

Shipping time and shipping service provider

Shipments in Germany
Domestic orders are shipped with DHL by default. DHL shipments take between 24 and 72 hours (3 business days). Also look for a parcel delivery card in your mailbox. If you are not at home, it will be dropped in your mailbox to let you know that your package has been deposited at the appropriate post office. In the case of C.O.D. delivery, DHL will charge an additional handling fee upon delivery.

What is my current shipping status?
We will send you all information about the respective status of your order by e-mail. In addition, you can also view all information about your orders in your personal log-in area. There you can also make changes to your order or address.

I have not received my order yet. How long does the shipment take?
We apologize for any inconvenience this may have caused you.
Please check the status of your shipment using the tracking number from DHL. Most of the time there is a shipping problem here.If DHL did not reach you at home, the package might have been returned to the post office.
Please also check which payment method you have selected. In case of prepayment, the package will be shipped only after full payment of the invoice amount. If you have any further questions, please contact our customer service.

Shipments abroad
International orders are shipped via DHL. Orders of 2 boxes or more will be shipped via Dachser. The delivery time is up to 7 working days. For shipments abroad, different shipping costs apply.

We, GT World of Beauty GmbH, will endeavor to settle any disagreements arising from our contract with you amicably. However, we declare that we are neither willing nor obliged to participate in a dispute resolution procedure.

Consumer arbitration
The EU Commission has provided a platform for out-of-court dispute resolution. Here, consumers have the opportunity to initially resolve disputes in connection with an online order without the involvement of a court.
The dispute resolution platform can be accessed via the external link https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=DE

My account

I have forgotten my password, what now?

Click on "Login" above. A field for the login data will appear in the window. Click here on "Forgot your password". Enter your e-mail address with which you are registered at gtworld.de. You will immediately receive an e-mail with a link to reset your password. If you need further help, please contact us directly at support@gtworld.de or call our service hotline.

Can I change my password?
You can change your password after logging in to your user account under "change my account".

Invalid username or wrong password?
Please check the correct spelling of your email address or re-enter your password. Make sure that the email address you entered is the same as the one you entered at gtworld.de.If you need further help, please contact us directly at support@gtworld.de or call our service hotline.

How do I change my address/delivery address/email address?
You can change your personal data at any time in your personal LogIn area. From there you can get to the area you want to change.

Which payment methods are available to me when ordering by phone?
For legal reasons, Paypal, prepayment (advance transfer of the invoice amount) and cash on delivery are available for telephone orders. Cash on delivery means payment at the postman/parcel carrier and includes an additional service fee, which is added separately by the parcel service.

Will I receive product samples with my shipment?
Unfortunately, we do not send product samples individually, but they are included with the order depending on availability.

What is an EAN code (this may be requested by our customer service)?
The so-called EAN code is the number below or above the bar code, which is located on the articles.

Payment

Can I pay my order by PayPal?
Of course you can choose PayPal as your payment method. If this is not possible, you can transfer the amount in advance to the following account, stating the order number:
GT World of Beauty GmbH
Commerzbank Frankfurt
SWIFT/BIC: DRESDEFFXXX
IBAN: DE135008000093633900

When do I have to pay my invoice?
Depending on the desired payment method, we ask you to pay the order either in advance or upon receipt of the products by cash on delivery.

I have returned the order and still have not received a refund. How long does it take to process the payment?We regret that you are still waiting for your refund. Depending on the choice you made, the amount will either be credited to your customer account or transferred back to your bank account. We kindly ask you to take into account that the payment processing may take a few days, as our warehouse has to confirm the receipt of goods before a payout can be made. After confirmation of the warehouse, we will refund the amount to the account you specified. If you have any further questions, please contact our customer service.

How can I redeem accumulated points during the checkout process?
If you have any questions, please contact our support team at the following e-mail address support@gtworld.de or by phone +49 6051 88 66 12.

I have transferred money to GT World of Beauty by mistake. Who can I contact?
Please contact our customer service, who will take care of your request. After verification of your payment, the amount will be transferred back to your account immediately.

I have not received an invoice for my order.
Please contact our customer service, who will immediately take care of your request and send you the invoice.

Why can't I see my credit on my customer account?
There is a technical problem, which should be solved in the shortest possible time. We are already working on a timely solution.

I am a major customer and interested in a cooperation with GT World of Beauty. Who can I contact?
We are pleased that you are interested in a cooperation with GT World of Beauty. Please contact our support team for further questions at support@gtworld.de or by phone +49 6051 88 66 12.