FAQ – Frequently Asked Questions

Questions about an online order or a purchase/complaint
How do I complain about a damaged article?

Please send us some photos of the defect to the following e-mail address: info@absolutaloe.com

We will take a look at the defect in advance and then get back to you.

How can I cancel / change my order?

Your order will be sent to our dispatch warehouse and processed in less than 24 hours.

You will only be offered the option to cancel for a short period of time.

Please contact our customer service.

Is there a minimum order value?

AbsolutAloe does not require you to reach a minimum order value. You can order all articles in our online shop.

What is the 3-D Secure procedure?

As an additional security measure, we offer the 3-D Secure procedures “Verified by Visa” and “MasterCard SecureCode”. Once you have entered the credit card number of your VISA, MasterCard, Amex or Discover in the order form, we will connect you to your card issuer so that you can confirm your identity with a code.

The credit card payment will only be executed after successful authentication. This additional security level is intended to prevent credit card misuse through stolen or duplicated cards.

Can I redeem a voucher?

AbsolutAloe offers voucher codes from time to time, for example via customer service or in e-mails. With these coupon codes you can redeem exclusive offers, services or discounts. Simply enter the voucher code in the “Enter voucher code” field when you place your order and click on the adjacent arrow.

Only one coupon code can be redeemed per order – different coupon codes cannot be combined!

If a voucher code you received from us for the AbsolutAloe online store does not work, please check it for upper and lower case or contact our customer service. They will then check the voucher code for validity and contact you.

I have ordered by prepayment. Has my payment been received?

Transfers can take 1-3 business days.

We will send you a payment confirmation by email as soon as we have assigned your payment.

Safe shopping

The security of your data is our top priority. Your payment details will only be used to process the payment for the goods you have ordered. We use SSL encryption (Secure Socket Layer) for the transmission of all personal data.

For credit card payments, the online shop is linked to the new security procedures “Verified by Visa” and “Mastercard Securecode”. If you are not yet registered, you may be redirected to a page where you will be asked to register. Here you can set a password with which you must confirm the payment in the future. Please don’t be deterred by the design of this page, the banks have unfortunately not quite arrived at “Today” yet.

For your own security, please check with your card-issuing bank or savings bank about using the above procedures and register your card immediately.

Delivery time

If you place your order with us from Monday to Friday until 16 o’clock and pay by PayPal, Sofortüberweisung, cash on delivery or credit card, the package will be handed over to our shipping partner DHL on the same day. This means that your parcel will be delivered within 1-3 business days.

Orders placed on Saturdays or Sundays will of course not be processed and shipped until the next business day, provided they have been paid for using the above payment methods. Prepayment orders will be shipped on the day the payment is received on our bank account.

Shipping Costs

Orders within Germany are free of charge.

For all other countries you should check the shipping cost in the following link.

Orders over 74,90 Euros have free shipping!

What countries do you deliver to?

All countries.

Why hasn’t my order arrived yet?

You can find your expected delivery date in the shipment tracking.

Please wait until the estimated time of delivery.

If the order process already takes more than 5 days, you should proceed as follows:

Please check your shipment number first – you will find it in the email we send you as soon as the shipment has been completed (see above). If the shipment is displayed as delivered, please check the following:

  • whether a family or household member has received the shipment
  • whether the shipment was delivered to a neighbor
  • If the parcel was delivered to a post office, but you do not have a collection slip, contact the post office and explain your problem to the staff. You can also pick up the parcel with your identity card
  • contact our logistics partner Hermes. The number of the DHL customer service is: 1806 345 300 (landline 20 cents/call, mobile max. 60 cents/call)
Where can I see the tracking number of my order?

Once the shipment is complete, we will email you a shipping confirmation with the tracking code of your order.

What can I do if I have received a faulty item?

Please send the article back to us immediately. Please fill in the return form for the item you want to return and make a note of the reason for return. As soon as we receive your shipment, it will be booked back and the amount will be automatically refunded on the following working day using the last payment method used.

Can I also order by phone?

No. You must order through our online shop.

Was my order successful?

After each order you will receive a confirmation email from us. In addition, you can check the current status of your order at any time in your customer account.

How does an order work?

IMPORTANT: Please activate JavaScript in your browser to be able to use all functions of the online shop.

So let´s go:

1. Shopping cart

First you choose your desired articles in the shopping cart. If you move your mouse over the shopping cart symbol in the upper right corner, you will get a direct overview of the items in your shopping cart. By clicking on the “Go to shopping cart” button you will reach the shopping cart, which you can also edit.

2. Proceed to checkout

You don’t want to add any more articles to your shopping cart? Then go to checkout! Just click on the “Go to checkout” icon. You are not yet submitting a contract-relevant offer, but are simply starting the process in which your order-relevant data is queried.

3. Register / Log in

Now you will be asked (if not already done) to log in or register.

If you are already a customer, please enter the email address and password you used to register with us. If you have forgotten your password, you can also request a new one here.

If you are new to our online shop, please log in with your e-mail address and a personal password and fill in the corresponding fields in the form. You will find all data protection information here.

4. Shipping method / Payment method

We deliver quickly and reliably with DHL. We offer you several ways to pay for your order: Credit card, PayPal and prepayment by bank transfer.

6. Order overview

The order overview offers you the possibility to check your entries again. If you want to make changes, simply click on the “Edit data” button.

As soon as you have ordered in our online shop for the first time, we will save your settings so that you can skip most of the details when you next place an order. Say: Login, Checkout, Submit! Of course you always have the possibility to change your data on the order confirmation page or under “Your account”.

7. send order

Click on the “BUY NOW” button to complete the order process and send your order. Tip: If you do not want to buy an item from your order, you can cancel the item under “My Account” as long as the item is not packed and no discount has been claimed.

8. delivery

Delivery within Germany takes place within 1-3 working days. In addition, you have the possibility to track your current delivery status with the help of the so-called “shipment number”. You will receive this number in the course of a shipping confirmation by e-mail and you can also find it under “Your account” for the respective order.

30 days return policy

How does it work with the 30 days return policy?

This can happen to anyone: You buy something with a firm conviction and then realize that the product you bought does not meet your expectations.

No problem! On all items you purchase with AbsolutAloe we grant you as a consumer, in addition to the legal right of return of 14 days, a further 16 days of our money back guarantee. Please note that the refund must be processed within 30 working days of receipt of your order.

If you are not 100% satisfied with an item purchased in our online store, contact us and we will explain how to proceed.

Please make sure that the products are returned in their original packaging, with all accessories supplied and without any sign of use.

Did you receive my return?

You will receive an e-mail from us as soon as your return has arrived and been booked back in our logistics centre. In addition to your inbox, please also check the SPAM folder of your provider. The booking and refund will take place within five working days.

I have sent something back, when and how will the refund be made?

If your payment was made by credit card, PayPal or bank transfer, it will be automatically returned to the corresponding account overnight after successful booking (not delivery!) in our logistics center. If you have ordered by prepayment by bank transfer or cash on delivery, we will transfer the amount back to you on the day following the chargeback (not delivery!).

Returns Address

If you wish to make a return, please contact us to know the shipping address.

I have placed an order but haven’t received an order confirmation yet?

Tip: check your spam folder. If you still can’t find an order confirmation, check your email address in your customer account.

How can I pay for my order?


We accept VISA, MasterCard American Express and Discover credit cards in the AbsolutAloe online store.

Your credit card will only be charged at the time the parcel is shipped and will be credited at the time the goods arrive at our premises if the parcel is returned.

As an additional security measure, we offer the 3-D-Secure procedures “Verified by Visa” and “MasterCardSecureCode”. After you have entered the credit card number of your VISA, MasterCard, Amex or Discover in the order form, we establish a connection to your card issuer so that you can confirm your identity with a code. Only after successful authentication will the credit card payment be executed. This additional level of security is designed to prevent credit card fraud caused by stolen or duplicated cards.

For your own security, please check with your card issuing bank or savings bank about using the new 3-D Secure method and have your card registered right away at best.



PayPal is an online payment service that lets you pay online safely, easily and quickly. You don’t need a PayPal account to pay.

This is how it works: You deposit your data once in a PayPal account. After submitting your order to AbsolutAloe, you will automatically be redirected to PayPal. There you enter your deposited e-mail address and your personal password and confirm the payment.

As soon as you click the “Buy” button on the order overview page, your payment will initially only be authorized. Your PayPal account will only be debited at the time the parcel is shipped and, in the case of a return, at the time the goods arrive at our premises.

If you do not yet have a PayPal account, you can create one account at any time.



Available in Austria, Belgium, Germany, Italy, Netherlands and Spain.

Sofortüberweisung is an easy-to-use direct transfer procedure based on the high-security standards of online banking and TÜV-tested data protection. Via the secure payment form, an automatic and real-time transfer is made to the end consumer’s online banking account. The purchase amount is transferred directly and AbsolutAloe immediately receives a real-time confirmation. This allows us to ship your items immediately. More information: https://www.sofort.com



Available in Germany.

Online transfer made easy: Giropay, the online payment method, is offered by most banks and savings banks. Based on online banking with PIN and TAN, it enables you to pay easily, quickly and securely via online bank transfer. All you need to pay with Giropay is an online banking current account with a participating bank or savings bank. With Giropay, you make your online transfer in the secure online banking environment of your bank. This guarantees that sensitive data (PIN/TAN) is only exchanged between you and the bank. No third party has access to a personal account and transaction information. More information: https://www.giropay.de


SEPA Lastschrift

When paying by SEPA direct debit, you can conveniently pay your order by having AbsolutAloe automatically collect the invoice amount. With the SEPA Direct Debit you agree that the corresponding amount may be collected by direct debit. In addition, the SEPA Direct Debit Mandate also includes an order to your bank to redeem the direct debit and debit your account. When you complete your order, you can select SEPA Direct Debit from our various payment methods.


You simply pay the invoice amount by bank transfer. You will receive the required data on the order confirmation page and for security reasons again in the order confirmation by e-mail. The invoice amount should be transferred to the specified account within 7 days. The package will be shipped on the day the amount is credited to our account.

If the amount is not credited to our account after the deadline, we will cancel your order.

Customer Support

Customer Service

Do you have any questions or suggestions? Do not hesitate to contact us to resolve any issue.

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