TANGERINS - FAQs

General information

Are all your products from Germany?

Yes, our products are shipped from Germany. Most of the products are also manufactured in Germany as well. Please see the product details for more information.

What types of products do you offer?

We offer a wide range of products for the skin, hair, sun-protection and body care.

Where are your products sourced or manufactured?

Most of the curated products are designed and manufacted in Germany. Please see the product details for more information.

Product Details

How do I know the size and dimensions of a product?

Each product page includes detailed information about size, dimensions, and other specifications. On the product page, please check the accordion tabs to see more.

Are your products safe?

Yes! The products meet high safety and quality standards. They are dermatologically tested and formulated with skin-friendly ingredients, ensuring they are gentle, effective, and safe for daily use. We prioritize quality and compliance with EU regulations, so you can trust that our cosmetics, sunscreens, and supplements are crafted with your well-being in mind.

Ordering Process

How do I place an order?

You can place an order by selecting your desired items, adding them to your cart, and completing the checkout process.

Can I modify or cancel my order after it has been placed?

Orders can be modified or canceled within 24 hours of placement if not shipped yet.

How can I track my order status?

Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order on our website.

Do you offer gift wrapping or special packaging?

Yes, we offer gift wrapping and special packaging options. You can select these options during the checkout process under 'Order special instructions'.

Shipping and Delivery

What are your shipping options and costs?

We offer free shipping for all EU countries and Brazil. See our Shipping page for detailed information.

How long does shipping take?

Shipping times vary based on your location and the chosen shipping method.

Estimated delivery times are provided at checkout depending on your location. Please see the Shipping page for more information

Do you offer international shipping?

Yes, we offer international shipping to many countries.

What should I do if my order arrives damaged or incomplete?

If your order arrives damaged or incomplete, please contact our customer service immediately for assistance. According to our policy, we will ensure the issue is corrected.

Customs and duties

Are duties and local taxes included?

Custom duties and taxes are not currently included in the prices. Please see our customs page for more details

Returns and Exchanges

What is your return and exchange policy?

We accept returns and exchanges within 30 days of delivery. Items must be unused and in their original packaging.

How do I initiate a return or exchange?

To initiate a return or exchange, please contact our customer service with your order details or self-return is available on your account page.

Are there any items that cannot be returned or exchanged?

Custom or personalized items cannot be returned or exchanged unless they arrive damaged or defective. We also do not accept products that were purchased under sale.

Can I be refunded for items destroyed or abandoned by customs?

Unfortunately, only products that are returned are reimbursable. Please see our customs page for more information.

Payments

What payment methods do you accept?

We accept major credit cards, PayPal, and other secure payment methods.

Is my payment information secure?

Yes, your payment information is securely processed using industry-standard encryption.

Do you offer installment or financing options?

Currently, we only offer installment or financing options via Klarna.

Account Information

How do I create an account?

You can create an account by clicking on the "account icon" button on the menu of the website, click on "create account" and providing the necessary information.

What should I do if I forget my password?

If you forget your password, click on the "Forgot your password?" link and follow the instructions to reset it.

How can I update my account information?

You can update your account information by logging into your account and navigating to the account settings page.

Promotions and Discounts

How can I find out about promotions and discounts?

Subscribe to our newsletter and follow us on social media to stay updated on our latest promotions and discounts.

Can I use multiple discount codes on one order?

Typically, only one discount code can be used per order. Please refer to the terms and conditions of each promotion for limitations on account, products or combinations of codes.

Do you offer a loyalty or rewards program?

Currently, we do not offer a loyalty program where you can earn points on purchases and redeem them for discounts on future orders. For future changes, please subscribe to our newsletter.

Customer Support

How can I contact customer support?

You can contact our customer support via email or our contact page.

What are your customer support hours?

Our customer support team is available Monday to Friday, 9 AM to 5 PM Central European Time.

Do you offer live chat support?

Currently, we do not offer live chat support during our customer service hours. Please contact us via e-mail directly.

Care and Maintenance

How should I care for my items?

Detailed care instructions are provided on each product page.

What should I do if my product gets damaged?

For more severe issues, please contact our customer service for advice.

Sustainability

Are your products eco-friendly or sustainably sourced?

We strive to offer products that are eco-friendly and sustainably sourced. Please see the product pages for more information about the item.

Do you use recyclable or biodegradable packaging?

Some of the products use recyclable and biodegradable packaging materials whenever possible. This may vary depending on special, limited edition and bespoke packages.