Placing an order in our shop is easy and secure. Choose a product from our shop and click on the 'Add to Cart' button to place the product in your cart. You can add unlimited additional products to your virtual cart and collect them. When you're ready to complete your purchase, click on the shopping cart icon at the top right of the page to access your cart with the selected products. There, you can make changes such as adjusting the quantity of selected products or removing individual products. Afterward, click on the 'Checkout' button to proceed to the checkout and complete the purchase. Please follow the instructions there, enter your personal information, and choose from a variety of payment options.

No, you don't need a customer account to place an order. You can place an order as a 'Guest.' However, having a customer account offers some advantages: you can view and manage your orders, and if you plan to place additional orders, your information is already saved, making the ordering process easier and faster. To create a customer account, simply check the box for 'Create an account' during your order and choose a password; all other information is the same as for a guest order.

You can modify your order in your customer account. If your order has already been handed over to our shipping partner, it can no longer be changed. In this case, you can return the products unopened after receiving them.

Once your order is completed, you will receive an order confirmation email with details of your purchase. Our team will then process your order, and once it is shipped, you will receive another email with tracking information. You can track the delivery status of your order using the provided tracking number.

You can view all previously placed orders in your customer account. To do this, log in to your account. The overview displays all orders with the order date, order total, and order status. Feel free to click on your desired order number to see more details about your order.

Typically, your order will be delivered within 1-3 business days. Once your order has left our warehouse, you will receive a tracking number in your customer account and via email for shipment tracking directly with the carrier. This allows you to monitor the progress of your delivery at any time.

The shipping duration from Germany to the USA may vary, but you can expect your order to be delivered within a reasonable timeframe

As soon as your order has left our warehouse, you will receive a shipping confirmation via email. This email will include the tracking number for your package. By clicking on the tracking number, you will be redirected to the DHL tracking website, where you can monitor the status of your order.

You are welcome to contact our customer service regarding a change through the provided contact form. We ask for your understanding that a change of the delivery address is not always possible.

You can apply your voucher code directly in the shopping cart during the ordering process. It is not possible to combine multiple voucher or discount codes. Depending on the promotions, certain conditions must be met for some vouchers to be applied. The specific application details can be found in the newsletter, as all promotions are communicated through the newsletter.

As soon as the order has been shipped to you, you will receive your invoice via email from us. Please note that your invoice is not provided in paper form.

In our shop, you can choose from a variety of payment methods: advance payment, purchase on account, installment payment, and others.

Yes, you can also pay the invoice amount in installments. Please choose Klarna installment payment as the payment method at the checkout and follow the instructions.

Yes, you can pay by invoice. Please choose "Rechnung" or alternatively "Klarna Rechnung" as the payment method at the checkout and follow the instructions.

For the prepayment payment method, you will receive a confirmation by email once your payment has been received by us. For all other payment methods, we do not send a separate payment confirmation.

If you have selected the payment method "Purchase on account," please transfer the invoice amount, stating the reference number, within 7 days to the following bank account:
Pacific Healthcare AG
IBAN: DE49 3016 0213 0053 6080 27
BIC: GENODED1DNE

If you have chosen the Klarna invoice payment method, you will receive the payment details and account information from Klarna.

If you placed your order using the prepayment payment method, you will receive an email with your reference number and our bank details after completing the order.

All packages are shipped via our shipping partner DHL.

Your order will be processed as quickly as possible and shipped with DHL. You can provide your delivery address during the order process. The availability of our products can be checked on the respective product page. If we determine after receiving your order that your selected product is no longer in stock, we will contact you by email and, if desired, offer an alternative or cancel the order.

Germany:
For orders over 80 EUR, shipping costs are waived. For deliveries under 80 EUR within Germany, we charge a flat rate of 4.90 EUR per order.

Austria:
For deliveries to Austria, we charge a flat rate of 4.90 EUR per order. Shipping costs are waived for orders over 80 EUR.

Europe:
For deliveries to European countries, we charge a flat rate of 9.90 EUR per order. Shipping costs are waived for orders over 100 EUR.

Non-EU (Switzerland only):
For deliveries to Switzerland, we charge a flat rate of 19.90 EUR per order. Shipping costs are waived for orders over 119.00 EUR.

USA:

For deliveries from Germany to the USA, we charge a flat rate of 39.90 EUR per order. Shipping costs are waived for orders over 199 EUR. Your order will be processed carefully and shipped as quickly as possible with our shipping partner DHL. Please note that any additional duties or taxes that may arise during import to the USA are not included in the shipping costs and are the responsibility of the customer.

We ask for your understanding that, for hygiene reasons, we cannot accept opened products. The security seal must be undamaged for a return. Please send your return to the following address:

PACIFIC HEALTHCARE AG
Oberlöricker Str. 39
804547 Düsseldorf

If a damaged product arrives with you, please contact our customer service.

No problem, we're also happy to answer your questions personally. Feel free to contact our customer service anytime. We typically respond to you within 24 hours.

The compositions of our products are 100% safe! They are free from irritating and questionable ingredients. All products are of natural origin and have been tested and approved for compatibility according to EU regulations. Additionally, they have undergone dermatological testing on normal skin and have been rated "very good" by an independent German testing institute. If you intend to use our products for your baby or toddler, please consult a pediatrician in advance. Pregnant women are advised to clarify the use of our products with their obstetrician beforehand.

Yes, all our products are vegan and produced without animal-derived ingredients. Only in "THE SKIN PROJECT," natural and sustainable marine collagen has been used.

No, none of our products contain silicones. This is a fundamental part of our philosophy, and it will not be included in any of our products in the future.

No. We are aware of the environmental impact of microplastics, which is why we refrain from using them in our products.

Yes. We have never tested our formulas on animals, and we will never do so! Additionally, cosmetic testing on animals, including their ingredients, has been banned throughout Europe since March 11, 2013. No animal in the world should suffer due to cosmetic testing!

Answers to frequently asked questions about orders, payments, shipping, returns, and complaints can already be found here. If your question is not listed there, you can contact us through the contact form below. We will assist you personally as quickly as possible.

We typically respond to you within 24 hours.

Phone orders are possible from Monday to Thursday between 09:30 AM - 5:00 PM and on Friday between 09:00 AM - 2:00 PM at the number 0211 822 005 89. Please note that this is an ordering hotline, and you can use this number to order your desired products. All other questions regarding your order will be answered in the FAQ section or through the contact form.

Yes, participation in the PHC Club is free. You just need to create a customer account. Then you can start collecting stars.

You become a member on the day you join the PHC CLUB. Once registered, you start collecting stars by making purchases. You can earn additional stars by completing actions. You can find all possible actions in your customer account under "How to earn stars." These stars give you access to various rewards and other benefits based on your status. The loyalty program has 4 statuses:

BRONZE - Status = spent between 0 and 199
SILBER - Status = spent between 200 and 699
GOLD-Status = spent between 700 and 1499
PLATIN-Status: spent 1500 or more

Your status is calculated based on the total amount of your purchases within the last 12 months. The email address used to create your account serves as your unique identifier for accessing your PHC Club account.

There are three ways to collect stars:

1. Purchase of products: 1€ spent = 1 star
2. Completion of tasks: These are listed in the "How to Earn Stars" section.
3. Special promotions: Look out for special promotions, such as double points days or extra points when purchasing specific products.

You can redeem stars for vouchers or specific products. All vouchers and products can be found in your PHC Club customer account.

If you want to redeem a product reward, there must be at least 1 product in your shopping cart. After that, follow these steps:

1. Go to the "Redeem Stars for Products" section in your customer account.
2. Click on "Redeem Now."
3. When asked the subsequent question, click "YES."
4. The product will be added to your shopping cart.
5. Click on "Go to Cart" to see your free product reward.

Stars will only be deducted once you have settled your invoice. This applies to "Purchase on Invoice."

You can track your current status and level at any time in your customer account.

If you have made a purchase, stars will be credited to your account only after your invoice has been settled. Therefore, the earned stars are not immediately visible for "Purchase on Invoice.

You must have a specific minimum order value (MOV) in your shopping cart before you can redeem one of your vouchers for a purchase. The MOV depends on the value of the voucher:

• 5€ voucher = 20€ MOV
• 10€ voucher = 40€ MOV
• 20€ voucher = 50€ MOV
• 30€ voucher = 60€ MOV
• 40€ voucher = 80€ MOV
• 50€ voucher = 100€ MOV

Wenn du deine Bestellung noch nicht bezahlt hast, dann werden dir keine Sterne gutgeschrieben. Erst ab Eingang der Zahlung können wir dir Sterne gutschreiben.

All your collected stars and rewards are time-limited. Unused stars and rewards expire after a duration of 12 months. Your status also lapses if you haven't spent the required amount within the last 12 months.

Once your order has left our warehouse, you will receive a shipping confirmation email from us. This email will contain the tracking number for your package. By clicking on the tracking number, you will be redirected to the DHL tracking website, where you can follow the status of your order.

You are welcome to enter a delivery address that differs from your billing address for your order.

You are welcome to contact our customer service regarding a change using the provided contact form. Please understand that a change of the delivery address may not always be possible.

We also ship to Austria, Switzerland, and the following EU countries: Belgium, Italy, Denmark, Greece, Ireland, Luxembourg, Netherlands, Sweden, Spain, and Czech Republic.

Germany: Shipping costs are waived for orders over 80 EUR. For deliveries under 80 EUR within Germany, we charge a flat rate of 4.90 EUR per order.

Austria: For deliveries to Austria, we charge a flat rate of 4.90 EUR per order. Shipping costs are waived for orders over 80 EUR.

Europe: For deliveries to European countries outside Germany and Austria, we charge a flat rate of 19.90 EUR per order. Shipping costs are waived for orders over 99 EUR.

Worldwide: For deliveries to the rest of the world, we charge a flat rate of 39.90 EUR per order. Shipping costs are waived for orders over 199 EUR.

You can redeem voucher codes directly in the shopping cart. Before applying, there must always be at least one product in the shopping cart. Click on "Shopping Cart." Below the list of all products, you will find a free-text field labeled "Enter discount code." Please enter the code, ensuring correct spelling, and also check if the voucher's minimum requirements (minimum order value, etc.) are met. Then click "Apply." The corresponding discount will be immediately deducted from your order and displayed below the shipping costs. If the discount is shown correctly in the overall summary, the voucher has been successfully redeemed and will be credited to your invoice. Alternatively, you can also redeem your voucher code during the checkout process.

We ask for your understanding that vouchers cannot be applied retroactively. You are welcome to redeem your voucher code with your next order.

There can be several reasons why the voucher code cannot be redeemed: 1. Multiple vouchers cannot be combined. 2. Conditions, such as minimum order value, validity period, etc., were not met. 3. There may be a typo or an extra space in the code. Please double-check the correct spelling. Voucher codes can include numbers and/or letters. 4. The "Redeem Voucher" button was not clicked after entering the code. 5. The voucher code has already been used in a previous order. 6. The voucher code was applied exclusively to products from the sale or combined with other discount promotions in our online shop.

After you have signed up for our newsletter, you will receive an email from us with your voucher code. If you haven't received it, please check your spam folder. If the email is not in the spam folder, feel free to contact our customer service.

If you have the required number of stars for the voucher, click on "Redeem" in the "How to Redeem Stars" section, copy the code, and redeem it during checkout.

We accept returns for unopened products. However, you must send them back to our warehouse independently:

PACIFIC HEALTHCARE AG
Oberlöricker Str. 39
804547 Düsseldorf
Germany

Orders placed under the Beauty Subscription are excluded from the right of withdrawal.

Cancellation Policy:
Consumers have a fourteen-day right of withdrawal.

Right of Withdrawal:
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.

To exercise your right of withdrawal, you must inform us (PACIFIC HEALTHCARE AG, Hansaallee 159, 40549 Düsseldorf) by means of a clear statement (e.g., a letter sent by post, fax, or email) about your decision to withdraw from this contract. To meet the withdrawal deadline, it is sufficient for you to send the notification of exercising the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal:
If you withdraw from this contract, we will reimburse you for all payments we have received from you, including delivery costs (except for the additional costs arising from choosing a different type of delivery than the one offered by us, the most favorable standard delivery), immediately and at the latest within fourteen days from the day we receive notice of your withdrawal from this contract. We will use the same means of payment for this repayment as you used in the original transaction, unless expressly agreed otherwise; in no case will you be charged fees for this repayment. We may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us immediately and in any event no later than fourteen days from the day on which you inform us of the withdrawal from this contract. The deadline is met if you send the goods before the period of fourteen days has expired. We do not bear the costs of returning the goods. We can only take back goods if they are unopened and unused.

Special Instructions:
If you finance this contract through a loan and later revoke it, you are no longer bound by the loan agreement if both contracts form an economic unit. This is particularly assumed if we are your lender at the same time or if your lender uses our cooperation in financing. If the loan has already been received by us when the withdrawal becomes effective, your lender steps into our rights and obligations from the financed contract in relation to you regarding the legal consequences of the withdrawal or return. This does not apply if the present contract concerns the acquisition of financial instruments (e.g., securities, foreign exchange, or derivatives). If you want to avoid contractual obligations as much as possible, make use of your right of withdrawal and also revoke the loan agreement if you are entitled to a right of withdrawal for it as well.

We ask for your understanding that, for hygiene reasons, we cannot accept opened products. The safety seal must be undamaged for a return.

We accept returns for unopened products. However, you must send them back to our warehouse independently:

PACIFIC HEALTHCARE AG
Oberlöricker Str. 39
804547 Düsseldorf
Germany

The return shipping costs must be covered by the customer. Feel free to choose a shipping service provider of your choice.

Yes, the return shipping costs must be covered by the customer. Feel free to choose a shipping service provider of your choice.

Refunds are always processed using the same method as the original payment.

After receiving the return, the contents will be checked, and the money will be refunded. The refund process may take 5-7 business days.

We're pleased that you want to place an order with us. Simply add the desired products to your cart and click on "Checkout." You can create a customer account during the checkout process. Alternatively, you can also place an order as a guest.

If you receive this message, there is already a customer account associated with the email address you entered. You can continue to use that account; you can request the associated password in the login section.

Please check your email address and password. If you have forgotten your password, click on "Forgot your password?" in the login section.

Please click on "Forgot your password?" during the login and follow these steps:

1. Enter the email address associated with your customer account in our online shop and click "Submit."
2. If a customer account exists with the email address you provided, you will receive an email within a few seconds containing a link.
3. After clicking on this link, you will be redirected to our shop, where you can enter your new password.
4. Please confirm your new password and then click "Reset Password."
5. You will be redirected to the customer login, and you can now sign in with your email address and the new password.

Several reasons could be responsible for this:

1. The email to reset your password might have landed in your Spam folder. Please check your Spam/Junkmail folder in such cases. Some email providers have a separate promotional mailbox; please check that mailbox as well.
2. Please ensure that your email address is spelled correctly.
3. Make sure it is the correct email address with which you set up an account with us.
4. Please confirm that you have definitely registered with us. Note: Registering for the newsletter is not sufficient.

When you are logged into your customer account, you can view and edit your address and telephone number in the "View Addresses" section.

Please understand that we currently do not offer samples of our products.

Our products are vegan and produced without any animal-derived ingredients. Only in "THE SKIN PROJECT" natural and sustainable marine collagen has been used.

The discoloration of some textures is completely harmless and does not affect the effectiveness of the product in any way. Our guiding principle is to combine the latest anti-aging technologies with natural ingredients to ensure you achieve maximum results. Natural ingredients may cause color changes in the product, but this does not impact the quality and treatment.

Our products have a shelf life of 3 years when unopened. If the shelf life is longer than 30 months, it does not need to be indicated on the product. After opening, you should use your products within 6 months.

With our regularly appearing newsletter, you are always the first to be informed about new products and offers from our online shop. We present exclusive discounts and offers, news about our brands, products, and trends, as well as inspiration around the topic of beauty. What is particularly important to us? That you receive only relevant content for you, things that truly interest you - as often as you want.

Great that you're interested in our newsletter. You can subscribe for free as follows:

1. Please fill out the newsletter registration form: It is located at the bottom of our website. Please avoid signing up with a t-online address.
2. After that, you will receive an email from us. Check your inbox. If it's not there, look under the folders "Advertising" or "Spam".
3. Please click on the confirmation link contained in the email to confirm your registration.
4. Only then is your registration successfully completed, and the 20% voucher code will be sent to you in a separate email.

It's a pity that you want to unsubscribe from our newsletter. You can unsubscribe by clicking on the unsubscribe link at the very bottom of each newsletter. Just click on it, and you will be redirected to an unsubscribe page. There, please click on the "Unsubscribe" button. Only then is your unsubscription complete.

We send our newsletter 2 to 3 times a week and always keep you informed as the first about new offers and promotions. At the bottom of each newsletter, you can adjust the frequency of messages to your preferences, for example, only once a week or once a month.

In such cases, please check your Spam/Junkmail folder first. Some email providers have a separate promotional mailbox; please check that mailbox as well. If you cannot find the newsletter in these folders, please contact our customer service through our contact form. In individual cases, this could also have system-related reasons, such as:

• Email address is not correctly stored in our system.
• Your email inbox is full.
• You accidentally unsubscribed from our newsletter.
• Our newsletter cannot be delivered to your email address for other reasons.

You will receive a 20% voucher code after confirming your newsletter registration. The following steps are necessary to receive the voucher code:

1. Please check if you received an email from us after newsletter registration.
2. In it, there is a confirmation link that you need to click.
3. Only when the newsletter registration is confirmed by you, you will receive another email with a registration confirmation. This email contains your personal voucher code. You can then enter it into the voucher code field in the shopping cart. If the newsletter confirmation is done after your order, the voucher code can be redeemed in the next order.

Certainly, we do not send you spam messages and do not share your data with third parties. However, in rare cases, one of our messages may end up in your spam folder. Here's what you can do: Mark the sender's address and add it to the trusted email addresses in your email program. If you use Gmail, you can click the "Not Spam" button, which is visible above the newsletter. You will then receive all further newsletters as usual in your regular inbox. You can unsubscribe from our notifications at any time using the link provided in the emails.

You can contact customer service using the contact form provided.

Your request will be processed within 1-3 working days. Please note that requests on weekends and public holidays will not be processed. There may be delays if there are more inquiries, e.g. after public holidays or in more complex cases. Our primary goal is to process your request competently, correctly and individually. We ask for your understanding if it takes a little longer.

You can order by telephone Monday to Thursday between 09:30 and 17:00 and Friday between 09:00 and 14:00 on 0211 822 005 89, please note that this is an order hotline. You can use this number to order your desired products and all other questions regarding your order will be answered in the FAQ or via the contact form.

We are always happy to receive your feedback. Please send it to us via our contact form.