Help & FAQ's

You ask - we answer


Product Search

How do I find products in the online shop?

There are three options available to you to find the product you are looking for:

1. Direct selection via brands: The “Brands” button on the home page takes you to the complete brand overview.

2. Search using our navigation. Select one of the main categories such as "Hair Care", search for the corresponding sub-categories and you will find your desired product step by step.

3. Free text search in the search field: in the top center of the start page. Here you can search for a product description or parts of the product name as well as select product categories, article 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 email via help@gtworld.de. Our customer service will immediately get in touch with you and handle your request.


Where can I find my customer number?

You will find your customer number in the e-mail, which you will receive from us upon order confirmation. In case of further questions, please contact our customer service.


Ordering and shipping

Who can order from gtworld.fr?

Both private or corporate customers can register at our online shop.


How can I order products on gtworld.fr?

At gtworld.fr you have the option of placing items from the online shop in the shopping cart. If you would like to order the selected items, simply log in with your log-in data, select the payment method and send the order.


Is there a maximum order quantity or a minimum order value?

There is no maximum order value.

There is no minimum order value for private customers. However, you will have to pay corresponding shipping costs per shipment. We deliver free of charge from an order value of EUR 30.00.

There is a minimum order value of EUR 150.00 for business customers. If the amount of the order value is below EUR 150.00, there is a minimum quantity surcharge of EUR 10.00.


Where can I check my orders and my customer data?

You can see an overview of your orders and your customer data in your personal login area.


I placed an order and have not received an order confirmation by email yet.

If you have not received an order confirmation by email from us within 30 minutes, your order has either not been received by the system (technical error) or you have entered an incorrect email address. Please check your email address at gtworld.fr or contact our customer service.


I have given an incorrect address.

Please check the address you provided both when placing your order and in the order confirmation sent to you by email. Please note that we can not modify any data after the invoice has been issued. Please contact our customer service immediately if you notice an error.


I want to cancel / return my order.

In the event of a faulty delivery by gtworld.fr, you will receive a return slip from customer service by email or by post (by post only within Germany, internationally only by email).

If you want to cancel the order for other reasons, the goods must be returned to us at your own expense.


By which payment method will I be reimbursed the purchase amount?

For the repayment, we will use the same means of payment that you used for the original transaction. Example: Paypal payments will be refunded to the Paypal account.


Can I return all items after purchase?

No, articles that are legally considered as "hygiene articles" (which could have come into contact with skin or hair during use, or shampoos that were also used etc.) The inspection of the delivered goods applies as in the stationary retail.


My package was declared “undeliverable” by the post office.

Should parcels be returned to us as "undeliverable", we will inform the customer by email accordingly after processing. If there is no response from the customer within 1 week, the order will be canceled.


I want to cancel my order. What do I have to do?

We are sorry that you did not like the product. Please contact our customer service to resolve the cancellation. Orders can be canceled free of charge before your package is dispatched. If the package is already in the dispatch status, the cancellation costs of 3.95 euros within Germany will be incurred. 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 they are returned.


I haven't received my order yet. I want my money back.

We apologize for the inconvenience this may have caused. Probably there is a shipping problem. Please contact our customer service, who will immediately take care of your request and arrange the reimbursement by bank transfer or, if desired, offset the amount with the next order.


My order could not be delivered. How do I get my package?

Please contact DHL immediately to pick up your parcel from one of the post offices as soon as possible, otherwise it will be sent back to our office. If you have any further questions, please contact our customer service.


I have questions about the product I have ordered. Who should I contact?

We are happy to answer all your questions about the products you have ordered. Please contact our customer service or call us on Tel. +49 6051 88 66 12.



Where can I find the tracking number for my order?

After the order has been confirmed and the order has been dispatched, we will send you an email with the corresponding tracking number. If you have not received this information, please contact our customer service.


I tried to print the return label, but it doesn't work?

Please contact our customer service, who will send you a new return label.


The desired product is sold out. When will it be available again?

The delivery date is shown below the respective article. If this is not the case, you can enter your e-mail address and you will automatically receive a link by e-mail, which only needs to be confirmed. As soon as the product would be available again, you will be informed immediately by email.


What do I have to consider when returning goods?

In the event of returning the products, we need your customer data (customer and / or receipt number) so that we can correctly assign the return.


Missing, defective and incorrectly delivered products

Wrong or defective goods (cancellation / exchange / revocation)?

The existing right of withdrawal applies. Please contact us via our customer service.


I returned the wrong order, but I still haven't received the correct products.

We apologize for the inconvenience this may have caused. Please log into your customer account and apply for a return label. If you have any further questions, please contact our customer service.


I received my order, but some items are missing.

We apologize for the inconvenience this may have caused. Either the products you ordered were out of stock or they were accidentally not sent. Please contact our customer service. After verification, we will send you the missing products as soon as possible.


Is there an overview of my order?

Upon order confirmation, you will receive an email from us including the products you have ordered. If you have already registered on our website, you can also view your products under "My orders".


Shipping duration and shipping service provider

Shipments in Germany

Domestic orders are shipped with DHL as standard. DHL shipments take between 24 and 72 hours (3 working 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 with the responsible post office. In the case of cash on delivery, DHL charges an additional processing fee upon delivery.


What is my current shipping status?

We will send you all information on the status of your order by email. In addition, you can also see all information about your orders in the personal login area. There you can also make changes to your order or your address.


I haven't received my order yet. How long does the shipping take?

We apologize for the inconvenience this may have caused. Please check the status of your shipment using the tracking number from DHL. Probably there is a shipping problem. If DHL did not reach you at home, the package could have been returned to the post office. Please also check which payment method you have selected. In the case of prepayment, the parcel will only be sent once the invoice amount has been completely paid. If you have any further questions, please contact our customer service.


Shipments abroad

International orders are sent via DHL. Orders of 2 boxes or more will be sent via Dachser. The delivery time is up to 7 working days. There are different shipping costs for shipments abroad.

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


Consumer arbitration

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


My account

I forgot my password, what now?

Click on "Login" above. A field for the login data appears in the window. Click here on "Forgot your password". Enter your email address with which you are registered at gtworld.fr. You will then immediately receive an email with a link with which you can reset your password.

If you need further help, please contact us directly at support@gtworld.de or via our service hotline.


Can I change my password?

You can change your password after logging into your user account under "Change my account".


Invalid username or wrong password?

Please check that your email address is spelled correctly or enter your password again. Make sure that the email address you entered is identical to the address registered at gtworld.fr.

If you need further help, please contact us directly at support@gtworld.de or via 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 get to the area that you want to change.


Which payment methods are available to me when ordering by phone?

For legal reasons, you can use PayPal, prepayment (advance payment of the invoice amount) and cash on delivery for orders over the phone. Cash on delivery means payment to the postman / parcel carrier and includes an additional service fee, which the parcel service charges separately.


Will I receive product samples for my shipment?

We do not send product samples individually but are included with the order, depending on availability.


What is an EAN code (our customer service team may ask for this)?

The so-called EAN code is the number below or above the barcode that is on the article.

Payment


Can I pay for my order with PayPal?

Of course, you can also choose PayPal as a payment method. If this option is not possible, you can transfer the amount in advance to the following account, stating the order number:

GT World of Beauty GmbH

Account holder: SARL LUCYSTYLE

Bank:                BP RIVES DE PARIS

IBAN:                FR76 1020 7003 1522 2184 4631 342

BIC / SWIFT:      CCBPFRPPMTG


When do I have to pay my bill?

Depending on the desired payment method, we ask you to pay for the order either in advance or by cash on delivery upon receipt of the products.


I returned the order and still haven't received a refund. How long does it take to process payments?

We regret that you are still waiting for your refund. Depending on the selection made, the amount will either be credited to your customer account or transferred back to your bank account. Please note that payment processing can take a few days, as our warehouse has to confirm receipt of the 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 the points I have collected during the payment process?

If you have any questions, please contact our support team at the following e-mail address support@gtworld.de or by tel. +49 6051 88 66 12.


I transferred money to GT World of Beauty by mistake. Who should I contact?

Please contact our customer service, who will take care of your request. After checking your incoming payment, the amount will be transferred back to your account immediately.


I haven't received an invoice for my order.

Please contact our customer service, who will take care of your request immediately and send you the invoice.


Why can't I see my credit on my customer account?

There is a technical problem that should be resolved 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 should I contact?

We are pleased that you are interested in a cooperation with GT World of Beauty. For further questions, please contact our support team at support@gtworld.de or by tel. +49 6051 88 66 12.