Answers to Frequently Asked Questions

Ordering & Payment

I did not receive an order confirmation – what can I do?

Please first check your spam/promotions folder. If there is nothing there, send us your name and, if available, the approximate time of your order – we will check the order in our system and resend the confirmation.

Which payment methods do you offer?

Depending on the shop configuration, payment methods such as prepayment/bank transfer, PayPal, and other options are typically available. You will see the currently available options during checkout.

How long does it take for a prepayment order to be processed?

As a rule, we ship after receipt of payment. Bank processing times may take 1–2 business days; once the payment has been booked, the order will move into shipping.

Can I receive an invoice showing VAT?

Yes. We issue an invoice for orders placed in the shop. For company orders within the EU, special VAT treatment may be possible depending on the country and VAT ID verification.

I need the invoice again – can you send it to me?

Yes – simply send us the order/invoice details or the email address used for the order, and we will resend the invoice to you.

Can I have an incorrect or missing billing address corrected?

Yes, as long as the order has not yet been finally completed. Please send us the correct billing details; we will check what is possible from an accounting perspective.

Shipping & Delivery (DPD)

Which shipping service provider do you use?

We usually ship with DPD, although exceptions may apply depending on the country, product, or order type. After shipment, you will usually receive a tracking number.

When will I receive my tracking number?

As soon as the parcel has been handed over to the shipping service provider, the tracking number is generated and sent by email, or becomes visible in the tracking system.

My delivery is delayed – what should I do?

Please first check the tracking information (DPD) and any delivery notes such as parcel shop or drop-off permission. If the tracking does not update for several business days, contact us – we will then initiate an investigation.

The tracking says “delivered”, but I have not received anything.

Please check with neighbors, building management, possible drop-off locations, and parcel shops. If the shipment cannot be found, contact us with the tracking number – we will initiate clarification/investigation.

Can I change the delivery location afterwards?

Changes are only possible to a limited extent. If the parcel has not yet been shipped, we can usually adjust the delivery address. After handover to DPD, changes may only be possible through DPD options such as redirection or parcel shop delivery.

My parcel was sent to a parcel shop/collection point – what now?

This can happen, for example, if the delivery driver does not find anyone at the address. Please follow the tracking instructions and collect the parcel within the stated period.

An item is missing from the parcel – what should I do?

Please send us a photo of the contents as well as the shipping box/label and provide your order number. We will check this immediately and arrange a replacement shipment or correction.

The parcel arrived damaged – what should I do?

Please document the damage with photos of the box, label, and contents, and contact us promptly. This allows us to properly file the case with the shipping service provider and find a solution.

Changes & Cancellation

Can I cancel my order?

As long as the order has not yet been shipped, cancellation is usually possible. Please contact us as quickly as possible – ideally immediately after placing the order.

Can I change or add items to an existing order?

If the order is not yet in shipping preparation, we can often still make adjustments. Send us the requested change – we will let you know whether it is still possible.

I accidentally ordered the wrong variant/size – what should I do?

Please contact us immediately. If the order has not yet been shipped, we will change the item. If it has already been shipped, a return/new order is usually required.

Returns & Complaints

Can I return dietary supplements?

For hygiene and health reasons, returns are generally only possible if the products are unopened and undamaged. Please note: in our emails, reference is made, among other things, to the Austrian LMSVG.

Do you cover return shipping costs?

In many cases, we do not provide a return label. The return must then be sent with sufficient postage using a shipping service of your choice. Details will be clarified by email depending on the case.

How does the refund process work?

After receipt and successful inspection of the goods, we usually refund the purchase price to the original payment method. Shipping costs may be excluded depending on the case.

A product does not agree with me – can I send it back?

Please contact us first. In general, returns are usually only possible for unopened/undamaged products; for hygiene reasons, opened goods usually cannot be resold.

My product arrived leaking/defective.

Please send us photos of the product, closure, packaging, shipping box, and label. We will then check whether a replacement or credit note is possible.

I received the wrong product.

Please send us a photo of the received item, including the label, as well as your order number. We will correct this as quickly as possible with a replacement shipment or return instructions.

Orders via Amazon

I ordered via Amazon – can I clarify this directly with you?

If the order was placed through Amazon, certain processes such as returns, refunds, and communication are tied to Amazon. Often the fastest way is to use Amazon customer service or the return function in your Amazon account.

Why can I not receive exactly the same advice/change options on Amazon as in the shop?

Amazon orders are subject to Amazon’s policies and processes. Changes after purchase are often limited there; in our own shop, adjustments are sometimes easier to make.

I need an invoice for my Amazon order.

Depending on how the order was processed, Amazon as seller/marketplace/FBA, you will receive the invoice via Amazon or through the seller area. If you provide us with details such as the Amazon order number, we will tell you where to find it.

Products: Forms, Dosage & Conversion

What is the difference between tincture, tablets, and powder?

Tinctures are liquid extracts, typically based on alcohol/water; tablets are pressed units with a defined amount per piece; and powders are loose or filled into capsules/portions. Which form is suitable depends on preferences such as alcohol, swallowing, taste, and practical use.

How many drops are 1 ml?

As a rule of thumb, approx. 20 drops ≈ 1 ml are often stated – however, this may vary depending on the pipette, viscosity, and drop size.

How do I find the recommended intake amount?

Please follow the information on the label or in the product text. If you are unsure or take medication, please clarify use with a doctor or pharmacist.

Can I combine several tinctures?

Many customers combine products, but we are not allowed to give individual therapy recommendations. If you have pre-existing conditions or take medication, please seek medical advice.

How do I dose powder (teaspoon/mg)?

If the product lists an mg amount, that is the most reliable reference. For “teaspoon” information, the amount strongly depends on density and fineness – if in doubt, weigh it with a kitchen scale.

Why do dosage recommendations differ between products?

Depending on the raw material, extraction method, concentration, and dosage form, sensible serving sizes may vary. Please always follow the respective product page/label.

Can I take the products long-term?

For dietary supplements, please follow the label instructions and seek medical advice for longer-term use or special situations such as pregnancy, breastfeeding, or pre-existing conditions.

Can I take your products at the same time as medication?

Interactions may occur. We cannot assess this individually – please clarify with a doctor or pharmacist and bring the ingredient list/label with you for consultation.

Alcohol & Alcohol-Free Products

What is the alcohol content of your tinctures?

The alcohol content depends on the product and is stated in the product description or on the label where relevant.

Are there alcohol-free tinctures?

Yes, depending on the product, we also offer alcohol-free variants. Please note: the solubility and stability of ingredients may vary depending on the solvent; therefore, alcohol-free extracts may differ in taste/appearance.

Are tinctures suitable for children?

We cannot give individual recommendations. For children, please always clarify with a pediatrician or pharmacist. Special caution is required with alcohol-containing tinctures.

Can I “evaporate” the alcohol, for example in hot water?

This is not a reliable method for safely removing alcohol content. If you want to avoid alcohol, please use an alcohol-free variant or an alternative dosage form such as tablets or powder.

Why does one tincture taste stronger than another?

Taste depends on the plant, concentration, alcohol content, and accompanying substances. Bitterness and “sharpness” are normal with some herbs/extracts.

Ingredients, Quality & Analyses

Are your products vegan / vegetarian?

This depends on the product, for example capsule shell or excipients. Please check the ingredient list on the product page; if you tell us the item, we can provide the exact composition.

Do your products contain gluten, lactose, or sugar?

Many products are formulated accordingly, but this depends on the item. The ingredient and nutritional information on the product is binding. In case of strong intolerances, please ask in advance.

Can I receive a certificate of analysis (COA)?

For certain raw materials/batches, we can provide analysis documents/certificates upon request. Please send us the product name and, if available, the batch/LOT number.

Why does the color/smell of one batch differ from another?

Natural raw materials vary depending on harvest, origin, and processing. Slight differences in color, smell, or cloudiness are possible with natural products and do not automatically indicate a quality defect.

How long do your products keep?

You will find the best-before date on the label. Tinctures often have a longer shelf life than sensitive powders – the specific best-before date of the product is always decisive.

How should I store tinctures and powders correctly?

Store in a dry, cool place protected from light; close bottles tightly. Protect powders from moisture. Please always follow the storage instructions on the label.

Why is a tincture cloudy or does it have sediment?

Depending on the plant and solvent, natural suspended particles may settle. If smell/taste differ significantly or you are unsure, contact us – we will check this using the batch data.

Use & Advice

Do you provide medical advice or therapy plans?

No. We are not permitted to offer medical advice or make healing claims. However, we can provide general product information such as ingredients, dosage form, and label information.

Can you tell me which product I should take for my diagnosis?

We cannot assess this individually. Please clarify this with a doctor, alternative practitioner, or pharmacist. If you tell us whether you want to avoid alcohol or which dosage form you prefer, we can help you compare suitable product forms.

Are your products medicines?

Our products are generally dietary supplements or products for general use – not medicines. Details depend on the respective item and its labeling.

I am pregnant/breastfeeding – may I take this?

Please always clarify this with a doctor in advance and bring the ingredient list with you. Particularly strict precautions apply during pregnancy and breastfeeding.

I have an autoimmune disease / take immunosuppressants – can I take your products?

This must be clarified individually with a medical professional. We cannot make a recommendation here.

International (EU/Switzerland)

Do you deliver to Germany / within the EU?

Yes, we deliver to many EU countries. The available countries and shipping costs are shown during checkout.

Do you deliver to Switzerland?

Yes, shipping to Switzerland is generally possible. Please note: customs duties/import charges may apply and must be borne by the recipient.

How long does international shipping take?

This depends on the destination country and shipping service provider. Within the EU, it often takes a few business days; for non-EU countries such as Switzerland, customs may cause delays.

Why are different prices/taxes shown abroad?

Different tax rules apply depending on the delivery country, such as different VAT rates or export rules. The final price is calculated during checkout based on the delivery address.

B2B / Doctors & Natural Health Practitioners

Are there discounts for doctors, therapists, or natural health practitioners?

Yes, separate conditions are available for this. Send us your professional/company details, and we will send you information about access and conditions.

Can I order larger quantities as a retailer/B2B customer?

Yes, depending on the product, quantity discounts and B2B conditions may be possible. Please contact us with the desired quantity, delivery country, and company/VAT ID details.

How does VAT ID/tax verification work for EU B2B?

For EU B2B, VAT ID verification may be required. If the requirements are met, the invoice may be issued without domestic VAT, depending on the country/regulation.

Animals

Are your products suitable for dogs/cats/animals?

Our products are designed for human use. We cannot make any statements about safety or dosage for animals. Please clarify this with a veterinarian or animal health practitioner – and do not give tinctures containing alcohol without professional consultation.

Can I use an alcohol-free variant for animals?

Even alcohol-free products may contain active ingredients and excipients that are unsuitable for animals. Please use only after veterinary clarification.

Technical Issues (Shop, Account, Newsletter)

I cannot log in / forgot my password – what should I do?

Use the “Forgot password” function in the login area. If you do not receive an email, check spam/filters or contact us with your registered email address.

My voucher code does not work.

Please check spelling, minimum order value, validity period, and whether the voucher is restricted to certain products. If it still does not work, send us the code and a screenshot – we will check it.

How can I reach you fastest?

The fastest way is by email via the contact form or directly by email – please always include your order number if available and a brief description of the issue.

How quickly do you respond to inquiries?

We try to answer inquiries as quickly as possible. During busy periods, it may take a little longer; if it is urgent, please mention this in your message.