FAQ

Our packages usually leave our warehouse one day after your order and are shipped with DHL. However, since we run the shop alone as a family, there may be delays. Your order usually has a delivery time of approx. 2-4 working days within Germany or 2-7 days within the EU (depending on the country).

The shipping costs within Germany are €4.95. Shipping is free for orders over €60. Different conditions apply for shipping abroad. Further information can be found here.

You will receive a shipping confirmation by email as soon as we have shipped your order. There is a tracking number in the email so that you can track your package with DHL.

We send our packages throughout Europe. We use DHL international. Upon request, we can also ship your order with DHL Express.

Orders placed from Switzerland are exempt from German VAT (19%). We are currently still working on a solution so that German VAT is not taken into account for customers from Switzerland. As an interim solution, we offer to use the discount code "-19%MWST_SCHWEIZ" at checkout. This means that German VAT will be deducted from the invoice amount. This code is only valid for customers from Switzerland. We sincerely apologize for the circumstances and hope to be able to offer a better solution soon.

Yes, we also deliver to packing stations. Please follow our instructions to enter your details correctly Delivery address so that your order finds its way to the packing station.

Our environment is important to us! That's why we only use sustainable materials for our packaging that are almost 100% recyclable and partly also compostable! We also reuse the packaging material from our brands, as long as they are not made of plastic. Further information here.

With us you can pay by Paypal, advance payment or credit card. More detailed information is listed here.

Yes! All payment and customer data is secured by a 256-bit SSL certificate. The same standard is also used by banks. Our shop also meets the Payment Card Industry Data Security Standards (PCI-DSS Standard). This is a standard defined globally by a group of leading payment service providers. The rules define 6 requirements, all of which our shop meets.

You can return your items within 14 days. You can find detailed instructions here.

If you notice that you have placed an incorrect order, you should contact us immediately by email to info@genuineselection.com. Your order usually leaves our warehouse within 12 hours. We will inform you as quickly as possible whether your cancellation was still possible or whether the package is already on its way to you.

If you have adhered to the return period of 14 days and the products are still in their original packaging, unopened and undamaged, we will refund you the purchase price.

We ask for your understanding, that for hygiene reasons we cannot refund opened products.

If the conditions of the free promotion are no longer met as a result of the return, the free item must be returned. For example, if the order value falls below the best value limit of the free promotion as a result of the return, the free item must be returned. If the return no longer covers a category for receiving the free item, the free item must be returned. You can find further information in our Terms and Conditions.

Currently the number of samples is limited to 2 pieces per order. However, you have the option to order our Sample Set to test more products.

We are happy to accept your wishes. You can comment on this in the comments field in the shopping cart.