Faqs

Product search

How can I find products in the online store?
There are three ways to find the product you are looking for:
1. Direct selection via brands: The "Brands" button on the homepage takes you to the full brand overview.
2. Search using our navigation. Select one of the main categories, such as "Hair Care," search for the corresponding subcategories, and you'll find the product you're looking for step by step.
3. Free-text search in the search box: At the top center of the homepage. You can search for a product description or parts of the product name, as well as select product categories, item 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 email via help@gtworld.de. NotrCustomer 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 will receive from us when you confirm your order. If you have any further questions, please contact our customer service.

Ordering and Shipping
Who can order on gtworld.be?
Private and corporate customers can register in our online shop.

How can I order products on gtworld.be?
On gtworld.be, you can add items from the online store to your shopping cart. If you wish to order the selected items, simply log in with your login details, select your payment method, and submit your 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 EUR 30.00.
The minimum order value is EUR 150.00 for business customers. If the order amount is less than EUR 150.00, a minimum quantity surcharge of EUR 10.00 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 email.
If you have not received an order confirmation email within 30 minutes, your order was not received by the system (technical error) or you entered an incorrect email address. Please check 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 email sent to you. Please note that we cannot change any information 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 defective delivery by gtworld.you will receive a return slip from customer service by email or post (by post only in 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 payment method will I be refunded the purchase amount?
For the refund, we will use the same payment method that you used for the initial transaction. For example: Paypal payments will be refunded to your Paypal account.

Can I return any items after purchase?
No, items that are legally considered "hygiene articles" (which could 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 trade.

My package was declared "undeliverable" by the post office.
If a package is returned to us as "undeliverable," we will notify the customer by email after processing. If the customer does not respond within one week, the order will be canceled.

I want to cancel my order. What should I do?
We are sorry that the product did not suit you. 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 within Germany. For shipments abroad, higher shipping fees apply, which you can find on our website. Please note that products must remain unopened and in their original packaging when returned.

I haven't received my order yet. I want a refund.
We apologize for any inconvenience this may have caused. This is likely a shipping issue. Please contact our customer service team, who will immediately process your request and arrange a refund via bank transfer or, if you prefer, offset the amount with your next order.

My order could not be delivered. How can I retrieve 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 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 +49 6051 88 66 12.

Where can I find the tracking number for my order?
Once your order is confirmed and 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 relevant item. If this is not the case, you can enter your email address and you will automatically receive a link by email, which only requires confirmation. As soon as the product is available again, you will be immediately informed by email.

What should I consider when returning goods?
In case of product returns, we need your customer data (customer number and/or receipt) in order to correctly allocate the return.

Missing, defective and incorrectly delivered products
Wrong or defective products (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 any inconvenience this may have caused. Please log in to your customer account and request a return label. If you have any further questions, please contact our customer service team.

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 were accidentally not shipped. Please contact our customer service. After verification, we will send you the missing products as soon as possible.

Is there a preview of my order?
After confirming your order, you will receive an email from us detailing the products you have ordered. If you are already registered on our website, you can also view your products under "My Orders."

Shipping time and shipping service provider
Expeditions to Germany
Domestic orders are shipped by DHL as standard. DHL deliveries take between 24 and 72 hours (3 business days). Also, look for a parcel delivery card in your mailbox. If you are not at home, it will be left in your mailbox to let you know that your package has been delivered to the responsible post office. In the case of cash on 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 about your orders in the personal login area. You can also make changes to your order or address there.

I haven't received my order yet. How long does shipping take?
We apologize for any inconvenience this may have caused. Please check the status of your shipment using the DHL tracking number. There is likely a shipping issue. If DHL was unable to reach you at your home address, the package may have been returned to the post office. Please also check your selected payment method. If prepayment is used, the package will only be sent when the invoice amount is 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 or more boxes are shipped via Dachser. Delivery times are up to 7 business days. Shipping costs vary for international shipments.
We, GT World of Beauty GmbH, strive 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.

Arbitration for consumers
The European Commission has set up a platform for out-of-court dispute resolution. Consumers have the option to resolve disputes related to online orders without court intervention. The dispute resolution platform can be accessed via 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 "Login" above. A login field will appear in the window. Click "Forgotten password" here. Enter the email address you used to register on gtworld.be. You will then immediately receive an email with a link to reset your password.
If you need further assistance, please contact us directly at support@gtworld.de ou via our telephone support service.

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

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

How can I change my address/shipping address/email address?
You can change your personal information at any time in your personal login area. From there, you can access the area you wish to change.

What payment methods are available when I order by phone?
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 postman/parcel carrier and includes an additional service fee, which the parcel service charges separately.

Will I receive product samples with my shipment?
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 may ask)?
The so-called EAN code is the number located below or above the barcode 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 available, you can transfer the amount in advance to the following account, stating the order number:
Account holder: GT WORLD OF BEAUTY
Bank: KBC Bank Eupen
IBAN: BE76 7330 6067 0395
BIC / SWIFT: KREDBEBBXXX

When do I have to pay my bill?
Depending on the preferred payment method, we ask you to pay for your 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 your choice, the amount will either be credited to your customer account or transferred 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 payment can be made. After confirmation from the warehouse, we will refund the amount to the account you provided. If you have any further questions, please contact our customer service.

How can I redeem the points I collected during the checkout process?
If you have any questions, please contact our support team at the following email address: support@gtworld.de ou by phone +49 6051 88 66 12.

I transferred money to GT World of Beauty by mistake. Who should I contact?
Please contact our customer service team, who will process your request. After verifying 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 issue that needs to be resolved as soon as possible. We are already working on a quick solution.

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