Help & FAQ's

You ask - We answer

• Product search:

How do I find products in the online shop?
There are three ways to find the product you are looking for:

1. Direct selection via brands: Click the “Brands” button on the homepage to access the complete brand overview.

2. Search using our navigation. Choose one of the main categories such as “Hair care”, search for the corresponding subcategories and get to your desired product step by step

3. Free text search in the search field: Top center of the home page. Here you can search for a product name or parts of the product name, as well as product categories, article numbers or barcode numbers.

• Contact and customer number:

How can I contact customer service?
Please click on the “Support – Button” which you will find at the bottom of our website or contact us by e-mail athelp@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 email we send you when we confirm your order. If you have any questions, please contact our customer service.

• Ordering and shipping:

Who can order from gtworld.de?
In our online shop you can register as a private or business customer.

How can I order products on gtworld.de?

At gtworld.de you have the option of putting items from the online shop into your shopping cart. If you would like to order the selected items, simply log in with your login details, select the payment method and submit 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 for each shipment. We deliver free of charge for orders over EUR 39.99.

Where can I see my orders and my customer data?
You can view an overview of your orders and 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 from us by email within 30 minutes of placing your order, then your order has either not been received by us in the system (technical error) or you have provided an incorrect email address. Please check that the email address you have provided at gtworld.de is correct or contact our customer service.

I entered an incorrect address.
Please check the address you have provided both when you place 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 by gtworld.de you will receive a return slip from customer service by email or post (by post only within Germany, internationally only by email). If you wish to cancel the goods for other reasons, the goods must be returned to us at your own expense.

Which payment method can I use to get my purchase amount refunded?
For the refund, we will use the same means of payment that you used for the original transaction. Example: Payments via PayPal will be refunded to the PayPal account.

Can I return any items after purchase?
The right of withdrawal does not apply, unless the parties have agreed otherwise, to the following contracts: Contracts for the delivery of goods that are not prefabricated and for whose production 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 quickly exceeded, Contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal was removed after delivery, Contracts for the delivery of goods if, due to their nature, they were inseparably mixed with other goods after delivery, Contracts for the delivery of alcoholic beverages, the price of which was agreed upon conclusion of the contract, but which can only be delivered 30 days after conclusion of the contract at the earliest and whose current value 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 was removed after delivery, Contracts for the delivery of newspapers, magazines or illustrated magazines with the exception of Subscription contracts

My package was apparently declared “undeliverable” by the post office.
If packages are returned to us as "undeliverable", we will inform the customer by email after processing. If the customer does not respond within 1 week, the order will be cancelled.

I want to cancel my order. What should I 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 dispatched. If the package is already in the shipping status, shipping costs of 4.95 euros within Germany will be charged for the cancellation. 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 haven't received my order yet. I want my money back.
We apologize for the inconvenience this has caused you. In most cases, this is due to a shipping problem. Please contact our customer service, who will take care of your request immediately and arrange the refund by bank transfer or, if you wish, 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 collect your package from one of the post offices as soon as possible, otherwise it will be returned to our office.If you have any further questions, please contact our customer service.

I have questions about the product I ordered. 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 on Tel. +49 6051 88 66 12 to.

Where can I find the tracking number for my order?
After the order has been confirmed and shipped, we will send you an email with the tracking number. If you have not received it, you can 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.

What do I need to consider when returning items?
If you return an item, we will need your customer details (customer and/or receipt number) in order to be able to correctly assign the return.


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

• Missing, defective and incorrectly delivered products:

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

I returned the wrong order but still haven't 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 the inconvenience this may have caused you. Either the products you ordered were not in stock or they were accidentally not sent. Please contact our customer service. After checking, we will send you the missing products immediately.

Is there an overview of my order?
When your order is confirmed, you will receive an email from us containing the products you have ordered. If you have already registered as a customer with us, you can also view your products under "my orders".

• Shipping time and shipping service provider:

Shipments in Germany
Domestic orders are shipped by 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  Your mailbox to inform you that your package has been deposited at the relevant post office. For cash on delivery, DHL charges an additional processing fee upon delivery.

What is my current shipping status?
We will send you all information about the status of your order by email. You can also view all information about your orders in your personal login area. You can also make changes to your order or address there.

I haven't received my order yet. How long does it take to ship?
We apologize for the inconvenience this has caused you. Please check the status of your shipment using the DHL tracking number. This is usually due to a shipping problem. If DHL did not find you at home, the package may have been returned to the post office. Please also check which payment method you have selected. If you pay in advance, the package will only be sent once the invoice amount has been paid in full. 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 are shipped via Dachser. The delivery time is up to 7 working days. Different shipping costs apply for shipments abroad.
We, GT World of Beauty GmbH, will endeavour to resolve 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 resolve disputes relating to an online order without initially involving a court. The dispute resolution platform can be found at the external link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=DE reachable .

• My account:

I forgot my password, what now?
Click on "Login" at the top. A field for the login data will appear in the window. Click on "Forgot password" here. Enter the email address you used to register with gtworld.de. You will then immediately receive an email with a link that you can use to 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 “My Account”.

Invalid username or wrong password?
Please check that you have spelled your email address correctly or re-enter your password. Make sure that the email address you have entered is identical to the address stored at gtworld.de. 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 can access the area you want to change.

What payment methods are available when ordering by telephone?
For legal reasons, when ordering by telephone, Paypal, advance payment (advance transfer of the invoice amount) and cash on delivery are available to you.Cash on delivery means payment to the postman/parcel courier and includes an additional service fee, which the parcel service charges separately.

Will I receive product samples with my shipment?
Unfortunately, we do not send product samples individually but include them in 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 barcode that is located on the items.

• Pay:

Can I pay for my order via PayPal?
Of course, you can also 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: DE13500800000093633900

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 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 the payment?
We regret that you are still waiting for your refund. Depending on the selection you made, the amount will either be credited to your customer account or transferred back to your bank account. Please note that payment processing may take a few days as our warehouse must confirm receipt of the goods before a payout can be made. Once the warehouse has confirmed, 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 collected points during the payment process?
If you have any questions, please contact our support team at the following email addresssupport@gtworld.de or by phone. +49 6051 88 66 12 .

I 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 verifying your payment, the amount will be immediately transferred back to your account.

I have not 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 balance on my customer account?
There is a technical problem that needs to be resolved as soon as possible. We are already working on a solution as soon as possible.

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