FAQs

Product search

How can I find products in the online store?
There are three options for finding 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 subcategories and you will find the desired product step by step.
3. Free text search in the search box: Top center of the home page. There you can search for a product description or parts of the product name, as well as select 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 find at the bottom of our website or contact us by e-mail via help@gtworld.de. Notre customer service will contact you immediately and process your request.
Where can I find my customer number?
You will find your customer number in the email you receive from us upon confirmation of your order. If you have additional questions, please contact our customer service.

Ordering and shipping
Who can order on gtworld.be?
Private customers and companies can register in our online store.

How do I order products on gtworld.be ?
On gtworld.be, you have the option of placing items from the online store in the shopping cart. If you want to order the selected items, simply log in with your login details, select the payment method and send the order.

Is there a maximum order quantity or minimum order value?
There is no maximum order quantity.
There is no minimum order value for private customers. However, you will have to pay the corresponding shipping costs per shipment. We deliver free of charge from an order value of 30.00 EUR.
The minimum order value is 150.00 EUR for professional customers. If the order amount is less than 150.00 EUR, a minimum quantity surcharge of 10.00 EUR is applied.

Where can I view my orders and customer data?
You can view an overview of your orders and customer data in your personal login area.

I placed an order and have not yet received an order confirmation by email.
If you have not received an order confirmation by email within 30 minutes, your order was not received by the system (technical error) or you have entered an email address incorrect. Please verify your email address on gtworld.be or contact our customer service.

I gave an incorrect address.
Please check the address you provided when placing your order and in the order confirmation emailed to you. Please note that we cannot change 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 case of defective delivery by gtworld.from, 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 order for other reasons, the goods must be returned to us at your expense.

By what means of payment will the purchase amount be refunded to me?
For the refund, we will use the same means of payment as the one you have used for the initial transaction. Example: Paypal payments will be refunded to the Paypal account.

Can I return all items after purchase?
No, items that are legally considered "hygiene items" (which may have come into contact with skin or hair during use, or shampoos that have also been used, etc.) Inspection of delivered goods applies as in stationary retail.

My package was declared "undeliverable" by post.
If a package is returned to us as "undeliverable", we will inform the customer by email after processing. If there is no response from the customer within one week, the order will be canceled.

I would like to cancel my order. What should I 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 shipped. If the package is already being shipped, the cancellation fee is 3.95 euros in Germany. For shipments abroad, higher shipping costs apply, which you can find on our website. Please note that products must remain unopened and in their original packaging when returned.

I have not yet received my order. I want to be reimbursed.
We apologize for any inconvenience this may have caused. This is probably a shipping issue. Please contact our customer service, who will immediately take care of your request and organize the refund by bank transfer or, if you wish, offset the amount with the next order.

My order could not be delivered. How can I collect my package?
Please contact DHL immediately to collect your package from one of the post offices as quickly as possible, otherwise it will be returned to our office. If you have further questions, please contact our customer service.

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

Where can I find the tracking number for my order?
Once the order is confirmed and the order has been shipped, 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 out of stock. When will it be available again?
The delivery date is indicated under the article concerned. If not, you can enter your email address and you will automatically receive a link via email, which just needs to be confirmed. As soon as the product is available again, you will be informed immediately by email.

What should I take into account when returning goods?
In the event of returning products, we need your customer data (customer number and/or receipt) in order to correctly attribute the return.

Missing, defective and incorrectly delivered products
Wrong or defective products (cancellation / exchange / revocation)?
The existing right of withdrawal applies applied. Please contact us via our customer service.

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

I received my order, but some items are missing.
We apologize for any inconvenience this may have caused. Either the products you ordered were out of stock or they were not sent by accident. 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?
After confirmation of your order, you will receive an email from us including the products you have ordered. If you are already registered on our site, you can also view your products under the "My orders" section.

Shipping duration and shipping service provider
Shipping within Germany
Domestic orders are shipped by DHL as standard. DHL shipments take between 24 and 72 hours (3 business days). Also look for a package delivery card in your mailbox. If you are not at home, it will be placed in your mailbox to let you know that your package has been deposited with the responsible post office. In the case of COD delivery, DHL charges an additional handling fee upon delivery.

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

I have not yet received my order. How long does shipping take?
We apologize for any inconvenience this may have caused. Please check the status of your shipment using DHL's tracking number. There is probably a shipping problem. If DHL was unable to reach you at your home, the package may have been returned to the post office. Please also check your chosen payment method. In case of prepayment, the package will only be sent when the invoice amount is paid in full. If you have further questions, please contact our customer service.

Shipping abroad
International orders are sent by DHL. Orders of 2 or more boxes are sent by Dachser. Delivery time is 7 working days maximum. Shipping costs are different for international shipments.
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 any dispute resolution procedure.

Arbitration for consumers
The European Commission has set up a platform for extrajudicial dispute resolution. Here consumers have the opportunity to resolve disputes relating to an online order without court intervention. The dispute resolution platform is accessible 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 should I do?
Click on "Login" above. A field for connection data appears in the window. Click here on "Forgotten password". Enter your email address with which you are registered on gtworld.be You will then immediately receive an email with a link with which you can reset your password.
If you require further assistance, please contact us directly at support@gtworld.de ou via our helpline.

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

Invalid username or incorrect password?
Please verify that your email address is spelled correctly or re-enter your password. Make sure the email address you enter is the same as the address registered on gtworld.be
If you require further assistance, please contact us directly at support@gtworld.de ou via our helpline.

How can I change my address / delivery address / e-mail address?
You can modify your personal data at any time in your personal login area. From there you navigate to the area you want to edit.

What payment methods are available when I order by telephone?
For legal reasons, you can use PayPal, prepayment (advance payment of the invoice amount) and cash on delivery for telephone orders. Cash on delivery means payment to the parcel postman/carrier and includes an additional service fee, which the parcel service charges separately.

Will I receive product samples when I ship?
We do not send product samples individually but they are included in the order, subject to availability.

What is an EAN code (our customer service can ask)?
The so-called EAN code is the number below or above the barcode found on the item.

Payment
Can I pay for my order with PayPal?
Of course, you can choose PayPal as your payment method. If this option is not possible, you can transfer the amount in advance to the following account, indicating the order number:
Account holder: GT WORLD OF BEAUTY
Bank: KBC Bank Eupen
IBAN: BE76 7330 6067 0395
BIC / SWIFT: KREDBEBBXXX

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

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

How do I redeem the points I collected during the checkout process?
If you have any questions, please contact our support team at following email: support@gtworld.de ou 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 handle your request. After verification of your incoming payment, the amount will be immediately transferred to your account.

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

Why can't I see my credit on my customer account?
There is a technical problem that must be resolved as soon as possible. We are already working on a quick solution.

I am an important customer and am interested in cooperation with GT World of Beauty. Who should I contact?
We are glad that you are interested in cooperation with GT World of Beauty. For any further questions, please contact our support team at support@gtworld.de ou by tel. +49 6051 88 66 12.