FAQs - Frequently asked questions

Choose a topic to read answers to the most common questions.

  1. Order and payment
  2. Shipping and delivery
  3. Damaged and wrong items
  4. Withdrawal and Refund
  5. Intake and dosage
  6. Ingredients and allergens

1. Order and payment

    1.1. How do I order an item?

    Select the desired duration of your treatment on the product page and then click on "Add to shopping cart". Click on "Checkout" and enter your contact information and delivery address on the page that opens. If you have a voucher or discount code, you can enter it in the desktop view on this page. In the mobile view, the field for coupon or discount codes is on the “Payment” page.
    In the next step “Shipping” you can enter a different billing address. Orders within Germany are free of charge. If you order from abroad, your shipping costs will be displayed in this step. Then you can select your payment method under “Payment”. Check all your details in the next step, complete your order by clicking on "Buy".

    1.2. What payment options are there?

    We offer four different payment methods. You can choose between:

    • Credit card
    • Paypal
    • SofortĂĽberweisung (Klarna)
    • Pay later with Klarna

    1.3. How do I redeem a voucher or discount code?

    In the mobile view, you can enter your voucher or discount code during the purchase process in the "Payment" step before you choose your payment method. In the desktop view, you can enter the code in the first step of the purchase process.

    1.4. Note on Pay later with Klarna

    We do everything we can to send your package on time. If there is a delay in delivery and you do not receive your package before the payment deadline set by Klarna, you have the option of pausing your payment at Klarna in order to avoid unnecessary reminder fees.

    To do this, log into your Klarna account, open your order and click the button"Is there a problem? We will be happy to help you!" Select the "I haven't received my delivery" option.

    Klarna will then pause your invoice, extend your payment term and send a complaint to us.


    2. Shipping and delivery

      2.1 What are the shipping costs?

      Within Germany, shipping is free for you from a purchase value of 50 euros, yay! If you order for less than 50 euros or from abroad, you will be shown the shipping costs as soon as you have provided a delivery address.

      Please also note that we only send you free shipping once. If there are any problems with the delivery, for example because you entered the wrong house number, we will have to charge you for the package being sent again.

      2.2 When will my package be sent?

      We do everything we can to send your package within two working days. Since we would like to offer you freshly made products that have not been on the shelves for months, there may be delays in delivery at times of increased order volume. However, we always try to give you an approximate delivery date. Please also check your SPAM folder to see if one of our messages has landed there. You can track the status of your order at any time by clicking on “View order” in your order confirmation email.

      2.3. How can I track my shipment?

      As soon as we hand over your order to DHL, you will receive an email with your DHL tracking number. Click on the number to track your parcel directly with DHL. Please note that it may take up to 24 hours for your order to be available in tracking. Also check your SPAM folder to see if our message ended up there.

      2.4. Where is my package?

      As soon as we hand over your order to DHL, you will receive an email with your DHL tracking number. Click on the number to track your parcel directly with DHL. Please note that it may take up to 24 hours for your order to be available in tracking. Also check your SPAM folder to see if our message ended up there.

       

      3. Damaged and wrong items

        3.1 I received the wrong item

        We do everything to ensure that you receive exactly the items you ordered. However, if we make a mistake, please contact us by email: hello@her.one - we will then take care as soon as possible that you will receive your correct order.

        3.2 I have received a damaged item

        All her1 orders are carefully packed. If something breaks during transport, please contact us by email: hello@her.one - send us a photo of the damage. We take care that you receive a new item for compensation.

         

        4. Revocation and Refund

          4.1 I would like to cancel / cancel my order

          We hope you are enthusiastic about our products. If you still want to cancel your order, please contact us at hello@her.one so that we can send you a return label.

          You do not need to give a reason for your revocation, but we are always happy to receive feedback about why you do not want to try our products. Please note that we can only take back unopened, originally sealed jars and packs. For the return we will deduct 5 € from your refund amount.

          4.2 I would like to return an article / my order

          We hope you are enthusiastic about our products. If you still want to cancel and return an article, please contact us at hello@her.one so that we can send you a return label.

          You do not need to give a reason for your revocation, but we are always happy to receive feedback about why you do not want to try our products. Please note that we can only take back unopened, originally sealed jars and packs. For the return we will deduct 5 € from your refund amount.

          You can of course send the package back to us at your own expense. Please do not send parcels that are not prepaid / unpaid, as this will result in unnecessarily high costs, which we will deduct from your refund amount.

          4.3 When do I get my money back?

          As soon as we have received your package in the event of a cancellation, we will process your cancellation immediately, but at the latest within 5 working days. As soon as we have refunded your purchase amount, you will receive an email.

          Depending on the payment method, it can take up to 14 days for the purchase amount to be credited back to your account. Please note that we can only take back unopened, originally sealed jars and packs.

          4.4 How is my money refunded?

          Your purchase amount will be refunded in the same way as you paid. Depending on the payment method, it can take up to 14 days for the purchase amount to be credited back to your account.

           

          5. Revocation and Refund

            5.1 How do I take her1-Skin Food powder mixtures?

            Mix two heaped teaspoons (approx. 10g) with min. 300 ml of water, coconut water, nut milk or add the powder to a smoothie or yogurt. Be careful not to mix the powder with hot liquids or food. The probiotics it contains and certain vital substances are sensitive to heat.

            5.2 How do I take 1 Natal capsules?

            Take 2 chewed capsules daily with a little liquid.

            5.3 Can I combine her1 powder with each other?

            You can combine our products - but it is ideal to start with a 30-day Inner Beauty cure. The probiotics contained optimally prepare your gut to be able to absorb the nutrients from the other powder mixtures.

            You can take Skin Glow and Natural Youth in parallel or one after the other. If you choose to take it at the same time, take Natural Youth in the morning and Skin Glow in the evening. Since our skin renews itself approximately every 28 days, we recommend that you take our products daily for at least 4 weeks for best results.

            5.4 How long should I take her1-Skin Food powder mixtures?

            her1 Skin Food Supplements are designed as a cure, which means that you choose the product of your choice and determine the duration of the cure between 7 and 35 days. Our skin food powder mixtures support your skin from the inside. Since your skin renews itself approximately every 28 days, we recommend that you take the powders for at least four weeks each. However, it is crucial to take the respective powder daily. Since our products are food-based, there is no reason not to take them for a long time.

            5.5 Can men take her1-Skin Food powder mixtures?

            Of course, men can also take our skin foods;)

            5.6 Can children take Inner Beauty?

            Probiotics can also be taken by children. While we recommend a daily dose of 2 teaspoons for adults, children should start with a lower dose and pay particular attention to tolerability when taking them.

            5.7 How long should I take her1-Natal products?

            Our Natal products accompany you in the phases of wanting to have children (Natal 1), pregnancy (Natal 2) and lactation (Natal 3).

            You should start taking Natal 1 at least three months before the start of pregnancy in order to optimally prepare your body. You can take Natal 2 throughout pregnancy. You can take Natal 3 while breastfeeding.

             

            6. Ingredients and allergens

              6.1 What are skin foods?

              Skin Food Supplements is beauty care for eating. Innovative organic food supplements in powder form, composed of natural plants, fruits, vegetables and special superfood nutrients to support the skin, hair, nails, intestinal flora and your beauty from the inside. The her1 Skin Food Supplements have been developed together with experts from nutritional science, medicine and the food industry to naturally supply the skin and body with highly concentrated nutrients such as antioxidants, lactic acid cultures, phytochemicals, vitamins and minerals.

              6.2 What are food supplements?

              Food supplements count as food in Europe. However, they are subject to special guidelines, e.g. Address declarations and the freedom of design of the label. Food supplements always show micronutrients (vitamins, minerals, etc.), while foods, on the other hand, contain macronutrients (carbohydrates, sugar, protein, etc.).

              6.3 Why are her1 products considered nutritional supplements?

              In order to show which valuable nutrients are in our products, we have decided to identify micronutrients and thus classify them as "food supplements". We ourselves find the word "NEM" quite daunting. However, we have made it our business to turn the non-transparent and "dusty" food supplement industry inside out. We stand for honest, natural and transparent products and want to prove that food supplements are better than their reputation.

              6.4 Which allergens do her1 products contain?

              Our products are free from allergens such as lactose, gluten or nuts. Our products are bottled in a facility that also processes soy, fish, shellfish, lactose, gluten, celery, anise, mustard and molluscs. According to our bottler, the allergen tests after cleaning show that there are no traces left on the machines.

              6.5 Do her1 products contain fructose?

              We are not doctors and cannot give medical advice - however, the feedback from our customers who suffer from fructose intolerance is very positive. Most of our products contain only small amounts of naturally fructose-containing foods, such as freeze-dried strawberries.

              6.6 Do her1 products contain gluten?

              All her1 products are free of gluten and cereals containing gluten. However, our products are bottled in a company that also processes foods containing gluten. According to our bottler, the allergen tests after cleaning show that there are no traces left on the machines.

              6.7 Do her1 products contain sugar?

              All her1 products are without added sugar.

              6.8 Can her1 products be taken during pregnancy?

              All her1 products are 100% natural and based on food. They are free from allergens, sugar and preservatives, so they are safe during the desire to have children, during pregnancy and breastfeeding. Our Natal products have even been specially developed for these special stages of life. However, we recommend that you inform your doctor about taking supplements. And to get advice from a doctor in advance for special requirements and intolerances.

              6.9 Are there any side effects?

              All her1 products are food-based and in most cases very well tolerated. So far we have no known side effects. If you experience any unwanted effects, stop taking the product and check with your doctor.

              6.10 I have a severe allergy / disease

              All her1 products are food-based and in most cases very well tolerated. So far we have no known side effects. If you have a severe allergy or illness, discuss your dietary supplements with your doctor in advance.

              6.11 How are I packaged1 skin food powder mixtures?

              Our products are particularly light-protected (UVA and UVB) in a sustainable, ultra-violet glass, so that the valuable, natural raw materials retain their highly concentrated nutritional concentration for as long as possible.