Help & FAQ's

You ask - We answer

• Product search:

How do I find products in the online shop?
To find the product you are looking for, you have three options:

1. Direct selection via brands: You can access the complete brand overview via the "Brands" button on the homepage.

2. Search using our navigation. Select one of the main categories such as z.B. Under "Hair care", search for the relevant subcategories and you will find your desired product step by step.

3. Free text search in the search field: Located at the top center of the homepage. Here you can search for a product name or parts of the product name, as well as for product categories, article numbers, or barcode numbers.

• Contact details 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 at help@gtwtoporld.com. Our customer service team will contact you immediately and take care of your request.

Where can I find my customer number?
You can find your customer number in the email we send you upon order confirmation. If you have any questions, please contact our customer service.

• Ordering and shipping:

Who can help? gtwtoporld.com order?
In our online shop, registration as a private or company customer is possible.

How can I access gtwtoporld.com Order products?

They have on gtwtoporld.com The option to add items from the online shop to your shopping cart. If you wish to order the selected items, simply log in with your login details, choose your payment method, and submit the order.

Is there a maximum order quantity or a minimum order value?
There is no maximum order value.
There is no minimum order value for private customers. However, shipping costs will apply to each shipment. We offer free shipping on orders over EUR 49.99.

Where can I view my orders and customer data?
You can view an overview of your orders and your customer data in your personal login area.

I placed an order but did not receive an order confirmation via email.
If you have not received an order confirmation email from us within 30 minutes of placing your order, either your order was not received by our system (technical error) or you have entered an incorrect email address. Please check your email address. gtwtoporld.com Please check the email address you have provided for accuracy or contact our customer service.

I entered an incorrect address.
Please check the address you provided both when placing your order and in the order confirmation sent to you by email. Please note that we cannot make any changes after the invoice has been issued. Please contact our customer service immediately if you notice an error.

I would like to cancel/return my order.
In case of faulty delivery on the part of gtwtoporld.com You will receive a return label from customer service via email or post (post only within Germany, internationally exclusively via email).If you wish to cancel the order for other reasons, the goods must be returned to us at your own expense.

Which payment method will be used to refund the purchase price, if applicable?
For the refund, we will use the same payment method you used for the original transaction. For example, payments made via PayPal will be refunded to the PayPal account.

Can I return all items after purchase?
Unless otherwise agreed by the parties, the right of withdrawal does not apply to the following contracts: contracts for the supply of goods that are not prefabricated and for whose production an individual selection or specification by the consumer is decisive or which are clearly tailored to the personal needs of the consumer; contracts for the supply of goods that can spoil quickly or whose expiry date would be quickly exceeded; contracts for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery; contracts for the supply of goods if, after delivery, they have been inseparably mixed with other goods due to their nature; contracts for the supply of alcoholic beverages whose price was agreed upon at the time of conclusion of the contract, but which can be delivered no earlier than 30 days after conclusion of the contract and whose current value depends on fluctuations in the market over which the trader has no influence; contracts for the supply of audio or video recordings or computer software in a sealed package if the seal has been removed after delivery; contracts for the supply of newspapers, periodicals or magazines with the exception of subscription contracts.

My package was apparently declared "undeliverable" by the postal service.
Should packages be returned to us as "undeliverable," we will inform the customer by email after processing. If we do not receive a response from the customer within one week, the order will be canceled.

I would like to cancel my order. What do I need to do?
We regret that you were not satisfied with the product. Please contact our customer service to arrange a cancellation. Orders can be cancelled free of charge before your package is shipped. If the package is already in the shipping status, a cancellation fee of €4.95 will apply within Germany. Higher shipping costs apply to international shipments; you can find these on our website. Please note that products must be unopened and in their original packaging for returns.

I haven't received my order yet. I would like my money back.
We apologize for any inconvenience this may have caused. This is usually due to a shipping issue. Please contact our customer service team, who will promptly address your request and process a refund via bank transfer or, if you prefer, credit the amount towards your next order.

My order could not be delivered. How can I receive my package?
Please contact DHL immediately to arrange for your package to be picked up from one of their post offices as soon as possible, otherwise it will be returned to our office. For further questions, please contact our customer service.

I have questions about the product I ordered. Who can I contact?
We will gladly answer any questions you may have about the products you ordered. Please contact our customer service or call us on [phone number]. +49 6051 88 66 12 to.

Where can I find the tracking number for my order?
After order confirmation and shipment, we will send you an email with the corresponding tracking number. If you have not received this, please contact our customer service.

I tried to print the return label, but it's not working?
Please contact our customer service, who will send you a new return label.

What do I need to consider when making returns?
For returns, we absolutely need your customer details (customer and/or invoice number) in order to correctly process the return.


The product you requested is sold out. When will it be available again?
The delivery date is displayed under the respective item. If this is not the case, you can enter your email address and we will send you a confirmation link via email. Simply click this link to confirm your order. As soon as the product is back in stock, we will inform you immediately by email.

• Missing, defective, and incorrectly delivered products:

Item incorrect or defective (cancellation/exchange/return)?
The existing right of withdrawal applies. Please contact our customer service department regarding this matter.

I sent back 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.

I received my order, but some products are missing.
We apologize for any inconvenience this may have caused. Either the ordered products were out of stock or they were mistakenly omitted from your shipment. Please contact our customer service. After verification, we will promptly send you the missing products.

Is there an overview of my order?
You will receive an email from us confirming your order, including details of the products you ordered. If you have already registered with us as a customer, you can also view your products under "My Orders".

• Shipping time and shipping provider:

Shipments within Germany
Domestic orders are shipped via DHL by default. DHL deliveries typically take between 24 and 72 hours (3 business days). Please also check your mailbox for a delivery notice card. If you are not home, this card will be left to inform you that your package has been deposited at the local post office. For cash-on-delivery shipments, DHL charges an additional processing fee upon delivery.

What is my current shipping status?

We will send you all information regarding the status of your order via email. You can also view all order-related information in your personal login area. There, you can also make changes to your order or address.

I haven't received my order yet. How long does shipping take?
We apologize for any inconvenience this may have caused you.Please check the status of your shipment using the DHL tracking number. In most cases, there is a shipping problem. If DHL did not find you at home, the package may have been returned to the post office. Please also check which payment method you selected. For advance payment, the package will only be shipped once the invoice amount has been paid in full. If you have any further questions, please contact our customer service.

International shipments
International orders are shipped via DHL. Orders of two or more boxes are shipped via Dachser. Delivery time for these orders is up to 7 business days. Different shipping costs apply 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 obligated to participate in dispute resolution proceedings.

Consumer arbitration
The European Commission has provided a platform for out-of-court dispute resolution. Consumers can use this platform to resolve disputes related to online orders without having to go to court. The dispute resolution platform can be accessed via the following external link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=DE reachable.

• My account:

I've forgotten my password, what now?
Click on "Login" at the top. A field for your login details will appear in the window. Click on "Forgot your password?". Enter the email address you used to register. gtwtoporld.com You are registered. You will then immediately receive an email with a link to reset your password.nnen.BenIf you require further assistance, please contact us directly at support@gtwtoporld.com or via our service hotline.

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

Invalid username or incorrect password?
Please check that your email address is spelled correctly or re-enter your password. Make sure that the email address you entered matches the one you used. gtwtoporld.com identical to the address stored ist.BenIf you require further assistance, please contact us directly at support@gtwtoporld.com or via our service hotline.

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

What payment methods are available to me when ordering by phone?
For legal reasons, when ordering by phone, you can choose between PayPal, prepayment (advance transfer of the invoice amount), and cash on delivery. Cash on delivery means payment to the postman/delivery driver and includes an additional service fee charged separately by the parcel service.

Will I receive product samples with my shipment?
Unfortunately, we do not send product samples individually, but they are included with the order depending on availability.
What is an EAN code (this may be requested by our customer service)?

The so-called EAN code is the number below or above the barcode found on the articles.

• Pay:

Can I pay for my order via PayPal?
Of course, you can also choose PayPal as a payment method.If this is not possible, you can transfer the amount in advance to the following account, stating the order number:

• GT World of Beauty GmbH
• Commerzbank Frankfurt
• SWIFT/BIC: DRESDEFFXXX
• IBAN: DE13500800000093633900

When do I have to pay my bill?
Depending on your preferred payment method, we ask that you pay for your order either in advance or cash on delivery upon receipt of the products.

I returned the order and still haven't received a refund. How long does the payment processing take?
We regret that you are still waiting for your refund. Depending on your selection, the amount will either be credited to your customer account or transferred back to your bank account. Please note that processing the payment may take a few days, as our warehouse needs to confirm receipt of the goods before a refund can be issued. Once the warehouse has confirmed receipt, 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 collected points during the checkout process?
If you have any further questions, please contact our support team at the following email address. support@gtwtoporld.com or by phone. +49 6051 88 66 12.

I mistakenly transferred money to GT World of Beauty. Who can I contact?
Please contact our customer service team, who will take care of your request. After verifying your payment, the amount will be promptly refunded to your account.

I have not received an invoice for my order.
Please contact our customer service department, who will promptly address your request and send you the invoice.

Why can't I see my balance in my customer account?
There is a technical problem that needs to be resolved as soon as possible. We are already working on a timely solution.

I am a major customer and interested in a collaboration with GT World of Beauty. Who should I contact?
We are delighted that you are interested in a partnership with GT World of Beauty. Please contact our support team with any further questions. support@gtwtoporld.com or by phone. +49 6051 88 66 12.