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Questions about our products?

Our experts are happy to advise you personally and help you find the perfect products for you! Whether product applications, expert tips, or suggestions.

We are happy to help!

For questions about payment, orders, order status, returns, complaints: You can reach our customer service via the contact form here.

My orders


How can I find out when my order will be delivered?

If your package is already on its way, we have sent you a shipping confirmation e-mail. In this email you will find your personal tracking number and a link where you can follow the progress of the shipment. You can also find this number as a "tracking number" in your account under "My orders". By clicking on this tracking number, you will be redirected to the website where you can track the status of your order.

How can I place an order?

First, please register in our online store. This will just require a few simple steps.

1. click on "Register"

2. provide your personal data required under "I am a new customer" and choose your personal password.

3. confirm that you agree to the terms and conditions of ASAMBEAUTY GmbH by checking the respective box.

4. Conclude with "send" afterwards.

5. you will receive a confirmation email for your successful registration and will be automatically redirected to the customer account. Log in here.

Can I also order by phone?

Unfortunately, we do not offer a telephone ordering service at this time.

Do I have to create a customer account to be able to shop?

You must create a customer account to place an order, guest orders are not possible. You can easily and quickly create a customer account in our store and order immediately. More information under: "How can I place an order".

How can I view my previous orders?

You can view all orders in your customer account. To do this, log in to your account and go to "My orders". In the overview, all orders are displayed with the order date, the order total, and the order status.

Can I cancel my order if it has not been shipped yet?

Unfortunately, cancellations are not possible after the order has been completed. We strive to deliver your package as soon as possible and therefore every order is immediately forwarded to the distribution center. However, if you do not like the products, you can make use of our return policy. The easiest way to do this is to refuse acceptance and the shipping company will take the package back. If you have already made a payment, we will issue the refund as soon as the package is back with us.

Can I still change my delivery address after my order has been confirmed?

We regret to inform you that a change of the delivery address after the order has been received is no longer possible due to technical reasons. If a specified delivery address is not available or the delivery does not take place, then the package will be automatically returned. As soon as the parcel has arrived back to us and has been checked, the credit of the payment will be issued. You are welcome to place another order, but it is best to wait until the package is back and we have issued your credit.

What happens after my order is completed?

After you have placed your order, you will receive a confirmation e-mail listing the products you have ordered, the billing andnshipping address, and the payment method you have chosen. As soon as your package has been shipped, you will receive a shipping confirmation with your personal tracking number. If you do not receive an order confirmation, please check your customer account under “my orders”.

Payments

What payment methods can I use?

We offer the payment methods PayPal and credit card.

When and how do I recieve my invoice?

Your invoice will be sent to you via email after shipment. You can also download your invoice from your customer account.

Can I pay in installments?

We ask for your understanding that a payment in installments is not possible.

Will I receive a payment confirmation?

We do not send a separate notification as soon as we receive a payment. Please always make sure, no matter which payment method you choose, that the correct amount with the correct reason for payment is transferred to us.

Where can I find the security code on my credit card?

You can find the three-digit security code on the back of your credit card.

Shipping and delivery costs

How are the packages shipped?

All packages are shipped via our shipping partner DHL Expedited.

What is the delivery time?

We usually deliver immediately available items within 2-6 business days.

Is international shipping available?

We ship to all US states. Please note: We do NOT ship to Canada.

How can I track my order?

If your package is already on its way, we have sent you a shipping confirmation email. In this email you will find your personal tracking number and a link where you can follow the progress of the shipment. You can also find this number as a "tracking number" in your account under "My orders". By clicking on this tracking number, you will be redirected to the DHL Expedited website where you can track the status of your order.

Can my shipping address differ from my billing address?

You are welcome to enter a shipping address that is different from your billing address.

Which shipping company will be used to send my package?

All packages are shipped via our shipping partner DHL Expedited.

Can I still change my delivery address after my order has been confirmed?

We regret to inform you that a change of the delivery address after the order has been received is no longer possible due to technical reasons. If a specified delivery address is not available or the delivery does not take place, then the package will be automatically returned. As soon as the parcel has arrived back to us and has been checked, the credit of the payment will be issued. You are welcome to place another order, but it is best to wait until the package is back and we have issued your credit.

What can I do if I receive a damaged item?

If an item delivered by us is damaged, you can of course return the item to us free of charge. Our customer service can provide you with a free return label. As soon as we have received and inspected the item, we will issue a credit to you via the payment method you have specified. Please get in touch with us via the contact form.

Vouchers

Where and how can I redeem my voucher?

You can redeem your voucher code directly in the shopping cart. First click on "View Cart". There you will find the field "Voucher code" under the listing of the products. Please enter the code under "Enter here" and make sure to spell it correctly and check if the minimum requirements (minimum order value, etc.) for the voucher are met. Then click on the "redeem voucher" button. Your order will immediately be deducted the respective discount and displayed below the article overview. If the discount is displayed accordingly in the total overview, the voucher has been successfully applied and will be considered in your invoice. ATTENTION: If the credit is NOT displayed in the total overview, the voucher code was not applied correctly to your order. This can have several reasons. Please also see the frequently asked question "Why can't I redeem my voucher code".

Why can't I redeem my voucher?

The following reasons may be responsible for you not being able to redeem your discount code:

1. Multiple coupons cannot be combined.

2. the conditions, such as a minimum order value, validity, etc., were not met.

3. a spelling mistake or additional space has crept in when entering the code. Please check the correct spelling again. The voucher code can contain numbers and/or letters.

4. the "Redeem Coupon" button has not been clicked after entering the code.

5. the discount code has already been redeemed from a previous order.

6. the coupon code has only been applied to sale products or combined with other discount promotions in our online store.

I forgot to enter the voucher code in my order - what now?

We ask for your understanding that vouchers cannot be used after the respective order has been placed and confirmed. Just redeem the voucher with your next order!

Returns and Exchanges

Can I return products?

We generally grant a 30-day return policy for all products. Please note that we accept opened goods, but reserve the right to make decisions regarding the return on a case-by-case basis.

I have opened the product - can I still return it?

We generally grant a 30-day return policy for all products. Please note that we accept opened goods, but reserve the right to make decisions regarding the return on a case-by-case basis.

How do I send a return?

The return is possible with respective costs. We will provide you with a return bill in your customer account in your order details, which must be enclosed in the package.

How do I get the return bill?

If you have ordered the goods in our online store, please proceed as follows:

1. please log in to your personal customer account.

2. under “my orders" click on the link "return item".

3. in your order history, go to the order from which you want to return an item and click on the link "view order" on the right. Then click the button called "Request return".

4. select the number of products you want to return and the reason for return from the drop-down menu.

5. after you have confirmed the return, you will receive an email with the return slip as a PDF file. - please do not forget to check your spam/junk mail folder in case you did not receive an email.

6. Print this slip and add it to your return package.

Please note that we do NOT cover shipping costs for general returns and the customer bears all direct costs of the return.

What do I do if my item has been damaged in shipping?

In this unfortunate case, you should contact the post office within the legal time limit of 7 days and file a damage claim. We can send you the damage form. Our partner DHL is responsible for damage in transit.

Do I have to pay for the return?

For returns, the cost is to be paid by the buyer.

Where can I drop off the return package?

Our partner DHL will gladly handle the return for you. You can drop off your package at any DHL store.

How do I get my money back?

Refunds are always made the same way as the payment method.

How long does it take to get my return refunded?

Once the return has been received, the contents will be re-examined, and a refund will then be issued. It may take 3-10 business days.

What address should I send the return to?

Please send your return to the address as followed:

Quickbox Denver Fulfillment

11551 E 45th Avenue, Unit C

Denver, CO 80239

My customer account

I am a new customer. How can I order in the online store?

We are pleased to hear that you would like to order from us. Just put the products you want in your shopping cart and when you proceed to checkout, a customer account will be created. Guest orders are not possible.

I want to register as a new customer, but I get the message that my e-mail address is already taken.

If you receive this message, then a customer account already exists with the email address you provided. You can continue to use this account; you can request the password in the login area.

I cannot log in - what can I do?

Please check your email address and password. If you have forgotten your password, click on "Forgotten password".

How can I change my password or how can I renew my forgotten password?

Please click on "My account" and select "I am already a customer" in the left area of the customer login on "Forgotten password" and proceed as follows:

1.  enter the e-mail address with which you have a customer account in our online store and click on "Submit".

2. if you have a customer account with the email address you entered, you will receive an email with a link in a few seconds.

3. After you have clicked on this link, you will be redirected to our store where you can enter your new password.

4. please confirm your new password and then click on "reset password".

5. you will be redirected to the customer login and can now log in with your email address and your new password.

I have clicked "Forgot password" but did not receive an email - what now?

The following reasons could be responsible for this:

1. the e-mail to reset your password has landed in your spam folder. In these cases, please check your spam/junk mail folder first. Some email providers have a special advertising mailbox, please check this mailbox as well.

2. please make sure that your email address is spelled correctly.

3. make sure it is the correct email address you used to create an account with us.

4. please make sure that you have definitely registered with us once.

Note: Registering for the newsletter is not sufficient.

Can I edit my customer data (e.g., delivery address)?

If you are logged in to your customer account, you can view and edit your address, e-mail address, date of birth and phone number in the menu item "My customer profile".

How can I delete my customer account?

Please contact us via the contact form.

Products

Are there samples of the products?

Please understand that we generally do not send samples of our products. However, you have a 30-day right of return with us, with which you can try our original products. If you are not satisfied, you can return your order within this period. Perfume products are excluded from the return policy.

Which products are vegan?

We offer various vegan products in our product range. We will gladly check whether your desired product is suitable for a vegan lifestyle. It is also possible to filter the products for vegan options in the category overview.

My product looks discolored - what does that mean?

The appearance of discoloration of some textures is completely harmless and has no impact on the effectiveness of the product. Our guiding principle is to combine state-of-the-art anti-aging technologies with natural raw materials to offer you maximum results. The natural active ingredients especially in the Resveratrol Premium and Vino Gold series may cause color variations in the product. However, this does not affect the quality and effect.

What is the shelf life of the products?

Cosmetic products have a shelf life of 30 months from the time of production in closed condition. Depending on the product, the shelf life differs after opening the product. For this reason, on the packaging of each product there is a picture of an opened cream jar, next to which there is a number and the letter "M". For example, in the case of 12M, this means that the product has a shelf life of 12 months after the first opening.

Why can't I see my product review?

Thank you for sharing your opinion about certain products with us! After you submit your product review, it will be manually reviewed by our staff. The approval takes between 1-4 business days. Please note that the product reviews on our website are not ordered chronologically. The order depends on the number of stars awarded, descending from 5 to 1 star. Several product reviews are simultaneously displayed per product. You can easily access more reviews by clicking the button "display more". Of course, we publish positive and negative feedback. In the following cases, product reviews will not be released:

- awarded stars and review text do not match in terms of content

- review is in a language other than German, English and French

- when using Arabic, Cyrillic or Chinese characters - in case of insults, insinuations or use of fecal language

- in case of technically incorrect statements about individual ingredients

- links to non-specialist websites

- review text is missing

- inquiries about products / orders / offers / customer service to be made via the contact form to the service team.

The effect and proper use of different active ingredients

Does retinol change in color?

Yes, products with retinol as an active ingredient may change in color overtime as part of the oxidation process.  This is normal, but you can look for products that are in opaque packaging to minimize this effect.  

Can I use retinol during the day?

When using high percentages of retinol is recommended to start with one or two times a week overnight, and then build up to more while avoiding sun exposure. If using products with retinol during the day, be sure to wear SPF.

Can retinol cause breakouts?

Retinol speeds up the skin turnover process (exfoliation) so it can definetely cause some purging if you have oily or acne-prone skin. This will differ person by person and may last for a few days or weeks depending on the skin type. 

Is the use of retinol products good to prevent/cure acne, acne scarring, and /or rosacea?

Retinol is known to help fight acne and the uneven skintone or scars it leaves behind. Regular use can help refine skin tone and texture, clear up your complexion or help with residual redness.  It is always best to consult a doctor if you are undergoing a regime to treat series skincare concerns. 

Should I always use SPF when using Retinol?

Yes, Retinols are sensitive to light and air, so if you applied a retinol product and exposed your skin to the sun immediately, the retinol would be less effective, but the increased risk of sunburn is slim to none. Retinol stimulates cell renewal to produce new skin cells; the new skin that develops is more delicate and thinner and therefore should not be exposed directly to sunlight.

Can I use retinol during the day?

You can use products with retinol during the day, but using AND reapplying SPF is highly recommended .

What concentration of retinol should I be using?

A good rule of thumb is: Beginners:  .01-03% Intermediate Users: .04-.02% Advanced Users: .3-1% There are some great alternatives to retintol that can help with the same anti-aging concerns.  Check out the RESVERATROL  PREMIUM NT50 products that harness the power of grapes to rejuvenate skin.

Can I use Eye Cream on my eye lids?

As a general rule, eye creams should be applied only around the orbital bone area unless otherwise specified.  Perfect Eye Serum can be used on the eye lids

I have sensitive skin, what are some other anti-aging options other than retinol

The RESVERATROL PREMIUM NT50 skincare line with patent-pending Resveratrol Premium Complex and NT50® navigation technology, specifically works to address fine lines and wrinkles by harnessing the power of grapes to rejuvenate skin.

How does RESVERATROL PREMIUM NT50 work?

Reservatrol is known to firm and tighten the skin, while reducing wrinkles and adding luminioosity.  By using ASAM's exclusive NT50®  navigation technology, the resveratrol is transported into the deeplest layers of the skin- delivering the active ingredients where they will be most impactful, and it helps repair skin from the inside out. 

Can I use the RESVERATROL PREMIUM NT50 if I have sensitive skin?

Yes! Even the most sensitive skin types can use Resveratrol Premium NT50 as an alternative to retinol.  Both provide the same anti-aging benefits and target fine lines and wrinkles.  

How does Vitamin C gold complex work?

Using the latest technology Vitamin C is linked with micro gold particles, so that the Vitamin C remains extremely stable,thus penetrating the skin better and more effectively

How does Aqua Intense use Hyaluronic Acid to moisturize my skin?

The Patented Hyaluronic Acid complex uses 3 different molecular sizes of Hyaluronic Acid to deliver moisture into the skin layer by layer for deep absorbtion and hydration from the inside out.   Plus it stimulates the skin's own hyaluron synthesis and slows down the loss of skin's natural moisture. 

Contact

How can I reach the customer service?

You can reach the customer service via the provided contact form.

Can I order by phone?

Unfortunately, we currently do not offer an order hotline.

How long does it take to process my request via the contact form?

Requests via the contact form will be processed within 1-2 business days at the latest. Please note that we do not process requests on weekends and holidays. In the event of an increased volume of inquiries, e.g., after public holidays or in the case of more complex requests, delays may occur. Our highest goal is to process your request competently, correctly, and individually. We ask for your understanding if it takes a little longer.

What can I do if I want to complain?

Within 30 days after receipt of the goods you have the possibility, without giving reasons, to complain about a shipment with the help of the cancellation form. After your written revocation you have the possibility to return the goods to us.

How can I share my suggestions and feedback?

We are always happy to receive feedback and ideas. Feel free to send them to us via our contact form.

Further Questions

Do you have a question? Find all the answers to the most frequently asked questions in our F.A.Q.

For further questions or concerns, use the form below and we will assist you as soon as possible!

Find the Contact Form here

Easy & Secure Payment

Easy & Secure Payment

Delivery within  -  business days

Delivery within 2 - 6 business days

30 Day Return Policy

30 Day Return Policy