Customer Help
Our happiness team is always here to assist.
Frequently Asked Questions
About Products
Yes, our products are 100% natural and handcrafted from botanical ingredients. They primarily rely on green olive oil, which is produced in our family farms in the countryside of Aleppo, along with laurel oil. Please note that the ratio of laurel oil to olive oil varies for each product and is specified in the description on each product page.
Absolutely! At LaurGreen, we are committed to offering high-quality products. We take pride in sourcing natural and handmade products, including our renowned laurel soap, to ensure that our customers receive exceptional quality with each purchase.
Yes, all our products are suitable for every member of the family.
No! We are strongly committed to the campaign against animal cruelty. Since March 2013, a new law has been fully implemented by the European Union, making it illegal to trade in cosmetic products tested on animals in Europe, even if the testing took place outside of Europe.
Yes! Our soaps come in biodegradable paper bags. Our packaging boxes are made from eco-friendly cardboard and are filled with natural wood wool.
In addition to natural soap, we offer a range of complementary products such as bath accessories, skincare items, and aromatherapy products. Please explore our website to discover our full product selection.
Orders
Placing an order on LaurGreen is easy! Simply browse our website, select the products you wish to purchase, add them to your cart, and proceed to checkout. Follow the prompts to provide your shipping information, choose a payment method, and confirm your order.
You can contact our customer support team by sending an email to support@laurgreen.de or by using the contact form on our website. Our dedicated team is available to assist you with any questions, concerns, or issues you may have regarding your order or our products.
Yes, all prices listed on our website are inclusive of taxes. The displayed price is the final price you will pay for the product, excluding shipping fees.
Yes, we do offer wholesale purchasing. For inquiries regarding wholesale orders, please contact us through the contact form to place your request.
Orders can be canceled as long as they have not yet been shipped from our warehouses. Once an order has been dispatched, it cannot be canceled, but you can initiate a return if you no longer wish to keep the items.
Please note that the product must be returned in the same condition it was sent, and return shipping costs are the responsibility of the buyer. For more information, please refer to our terms of service.
To cancel your order, please contact us using the contact form on our Contact Us page.
We apologize for the inconvenience and we hope that the items you ordered have arrived in good condition.
Don’t worry, we’re here to assist you! We kindly ask you to report any damaged delivery as soon as possible (within a maximum of 3 business days after delivery) to support@laurgreen.de so that we can notify the carrier about the damage. Please make sure to keep the packaging as well, as it will help us understand how the damage occurred and prevent it from happening again.
Once you report the issue, we will initiate an investigation with the shipping company and assist you in getting a replacement or refund.
There are two ways to contact our customer support. You can either reach us via email at support@laurgreen.de or by using the contact form on our “Contact Us” page.
There is no minimum order value at LaurGreen.
However, you should know that if your shopping cart reaches 5 euros, you will get free shipping, in addition to earning points during the checkout process, which allows you to get vouchers and discounts for future purchases.
Shipping
If you place your order before 15:00 (3:00 PM) on a business day, excluding holidays, we aim to process and ship your order on the same day.
We partner with DH L and Hermes for our logistics operations. They are reputable and reliable carriers that ensure prompt and secure delivery of your products.
Under normal circumstances, shipping within Germany typically takes 1 to 3 working days. However, please note that occasional delays may occur, especially during busy periods and holidays when there is increased pressure on shipping carriers.
At the moment, we do not offer expedited shipping options. However, we continuously evaluate our services and may introduce additional shipping options in the future.
Yes, you can track your shipment. Once your order has been processed and handed over to the shipping carrier, you will receive a tracking number via email. You can use this tracking number to monitor the progress of your shipment on the carrier’s website or through their tracking system.
Alternatively, you can use the tracking page on our website. Simply visit the tracking page and enter your tracking number to retrieve the latest information on your shipment.
While we strive to ensure timely delivery, delays can occasionally occur due to various factors. During busy periods or holidays, there may be additional pressure on shipping carriers, leading to slight delays in delivering orders. We apologize for any inconvenience caused and appreciate your understanding and patience in such cases.
However, if you experience a delay in the delivery of your package, please contact our customer support team with your order details, and we will investigate the matter immediately and provide you with an update on your shipment.
Our standard shipping fee is €5.95 for orders below €49. However, we offer free shipping on all orders totaling €49 or more.
In the unlikely event that your package is lost or arrives damaged, please contact our customer support team immediately. We will work with the shipping carrier to resolve the issue and ensure that you receive a satisfactory resolution.
To ensure a smooth delivery process, please make sure to provide the correct shipping address at the time of placing your order. If you need to make changes to your shipping address, please contact our customer support team as soon as possible. While we will do our best to accommodate your request, please note that any address changes are subject to carrier restrictions and additional fees may apply.
Currently, we only offer shipping within Germany. We do not offer international shipping at this time.
Payments & Security
At LaurGreen, we accept various payment methods, including major credit cards (Visa, Mastercard, American Express), as well as popular digital payment platforms like PayPal, and other secure online payment platforms.
Yes, we prioritize the security of your payment information. We utilize industry-standard encryption and security measures to ensure that your payment details are protected. Your information is transmitted securely and stored in a safe and encrypted manner.
For your convenience, we offer the option to securely save your payment information during the checkout process. This allows you to make future purchases more efficiently without having to re-enter your payment details.
For your security, we do not store your credit card information on our servers. During the checkout process, your payment details are securely transmitted to our payment processor for authorization and processing.
To ensure the safety of your online payment, we employ secure socket layer (SSL) technology, which encrypts your data during transmission. Look for the lock icon in your browser’s address bar and the “https://” prefix in our website’s URL, indicating a secure connection.
Yes, we have implemented various security measures to protect your personal and payment information. These include regular security audits, firewalls, and advanced fraud detection systems to safeguard your data and provide a secure shopping environment.
If you experience any payment-related issues or errors during checkout, please contact our customer support team immediately. We will assist you in resolving the problem and ensuring a smooth payment process.
Currently, we only support using one payment method per order. You can choose your preferred payment method from the available options during the checkout process.
We do not charge any additional fees for using specific payment methods. However, please be aware that your bank or payment provider may have their own fees or charges associated with transactions, which are beyond our control.
Currently, we do not offer payment installment options. However, we regularly review and update our payment methods to provide you with the best possible payment experience.
If you already have an account with our store and need to reset your password, you can easily do so by following these instructions:
1. Log in to your account using your current login credentials.
2. Navigate to the Account Details section and scroll down.
3. Locate the Change Password section.
4. Confirm your current password and enter your desired new password. It’s important to ensure that you enter the correct new password, as there won’t be a confirmation step.
If you are unable to log in because you have forgotten your password, please follow these steps:
1. On the login page, click on the “Forgot your password?” option.
2. You will be prompted to provide your registered email address. Please enter the primary email address associated with your account.
3. An automated email containing a password reset link will be sent to your registered email address. Please check your inbox.
4. An automated email will be sent to your email address with a link to log in. Follow the link and enter your new password. Keep in mind that the email link is valid for 24 hours only, so make sure you check your inbox on time.
5. Enter your new password and confirm the change.
If you encounter any difficulties or are unable to complete the automated password reset process, please reach out to us by using the contact form on our Contact Us page. Our dedicated team will be happy to assist you with the necessary steps.
You can update your personal information, including your address, by editing it in your dashboard.
It is highly recommended to create an account with Laur Beauty before or during your purchase. By doing so, you will be able to track your orders, access exclusive discounts available only to registered customers, and stay updated on the latest updates and offers we provide.
Creating an account is a simple process. All you need to do is fill out the registration form with your username, active email address, create a password, and complete the reCAPTCHA verification. That’s it!
Rewards Program
Joining our rewards program is simple! All you need to do is create an account on our website. Once you have an account, you will automatically be enrolled in the program.
You can earn points in various ways. Making a purchase will earn you points based on the amount spent. Additionally, you can earn points by referring friends to our store, engaging with us on social media, and participating in special promotions or activities.
To check your points balance, simply log in to your account on our website. Your current points balance will be displayed in your account dashboard.
When you have accumulated enough points, you can redeem them for discounts on future purchases. During the checkout process, you will have the option to apply your available points towards your order to receive a discount.
Our points do not have an expiration date. You can accumulate points and redeem them at your own pace, giving you flexibility in using your rewards.
Unfortunately, points can only be earned on purchases made after joining our rewards program. Any purchases made prior to joining will not count towards earning points.
In most cases, our rewards program cannot be combined with other discounts or promotions. However, specific rules and exceptions may apply, and this information will be communicated to you during promotions or in our program terms and conditions.
Points are non-transferable and can only be used by the account holder who earned them.
If you return an item, the points earned from that purchase will be deducted from your points balance.
When you refer a friend to our store using your unique referral link, both you and your friend will earn points. Once your friend makes a purchase using the referral link, the points will be added to both of your accounts.
Leveling up in our rewards program is based on the number of points you accumulate. As you earn more points through purchases and other activities, you will automatically progress to higher levels.
Yes, once you reach the required points for the next level, your account will be automatically upgraded to the corresponding level.
Each level comes with its own set of benefits. As you progress to higher levels, you can enjoy increased discounts, exclusive offers, and special perks tailored to that specific level.
No, once you achieve a certain level, you will not be downgraded to a lower level. Your level will remain constant or continue to increase as you earn more points.
The time it takes to reach higher levels depends on your activity and the number of points you accumulate. The more frequently you make purchases and engage with our program, the faster you can progress to higher levels.
Unfortunately, level benefits are applied at the time of your purchase or upgrade. Retroactive application of benefits is not available.
Yes, increasing your spending in the store can help you level up faster in our rewards program. The number of points you earn is directly influenced by the amount you spend, so making larger purchases will contribute to accumulating points more quickly and progressing to higher levels.
Reaching the highest level, VIP, unlocks the ultimate rewards and benefits. Along with increased discounts, VIP members enjoy exclusive access to limited edition products, early product launches, personalized offers, and dedicated customer support.
Yes, you can track your progress towards the next level by logging into your account and viewing your points balance and level status. This will give you an overview of how close you are to reaching the next level and unlocking its benefits.
Gift Sending Service
Absolutely! We offer a convenient gifting service that allows you to send our products as gifts to your loved ones.
It’s simple! Just choose the item you want to send as a gift and select the gifting option during checkout. You can also add a personalized message or choose a gift card to accompany the gift.
Yes, you can! During the checkout process, you’ll have the option to provide the recipient’s address as the shipping address. We’ll take care of delivering the gift to their doorstep.
If you choose to include a personalized message, the recipient will know who the gift is from. However, if you prefer to keep it a surprise, you can opt not to include any identifying information.
Yes, you will receive a tracking number once the gift is shipped. You can use this to track the delivery progress and anticipate the arrival date.
Yes, you can add multiple gift items to your order. Simply select the gifting option for each item and provide the necessary details during checkout.
We take pride in presenting our gifts beautifully. Each gift is carefully packaged in an elegant box or wrapping, ensuring a delightful unboxing experience for the recipient.
Yes, there is an additional cost for our gifting service. The fees associated with sending products as gifts can be found on the product pages eligible for gifting. Additionally, during the checkout process, a summary of the price details for the shopping cart, including any gifting service fees, will be provided.
Unfortunately, the recipient of the gift cannot directly exchange or return the item. Only the original buyer can initiate the refund process. We kindly ask the buyer to review our refund policy, which can be found on the Refund & Returns Policy page, for more information and instructions on how to proceed with a return.
+491774774753
Addresse
Frössen 71, 07926 Gefell
info@laurgreen.de