Frequently asked questions

As soon as your order has been shipped, you will receive a shipping confirmation with a tracking link by email. You can use this link to check the current status of your delivery at any time.

We ship within Germany, to selected European countries and to Switzerland. The available delivery countries are shown at checkout.

Your order is carefully processed on business days and then handed over to our shipping partner. As soon as your package is on its way to you, you will receive a shipping confirmation with a tracking link.

The exact delivery time depends on the destination country and the shipping carrier. Shipping usually takes 2–5 business days.

Shipping costs depend on the destination country and are shown transparently in the cart and at checkout.

Yes, free shipping within Germany and the EU on orders over 60 €.

The terms for shipping to Switzerland are shown at checkout.

Return shipping is always free for you.

We ship all orders with DHL. Returns are also handled via DHL.

Unfortunately, delivery to Packstations is currently not possible. Please provide a regular delivery address so that your package can be delivered safely.

You can currently pay for your order by credit card, including American Express, Apple Pay or PayPal. The payment methods available to you are shown at checkout.

Yes. Your payment is processed via verified payment providers and encrypted connections. We do not store your sensitive payment data.

Yes, you can return your order within 30 days. Please note that the products must be in their original packaging, unused and complete. For hygiene reasons, opened or used products cannot be taken back.

Please send us an email with your order number to shop@drjuliaheinrich.com. You will then receive your free return label from us along with all further information about the return.

No. We provide the return label free of charge by email.

Once your return has been received and checked, we will refund the amount via the payment method originally used. The exact time depends on the payment method and your bank.

As orders are often processed very quickly, changes or cancellations cannot always be guaranteed. Please contact us as soon as possible at shop@drjuliaheinrich.com with your order number so we can check whether an adjustment is still possible.

Please check your spam folder first. If you can't find a confirmation there, contact our customer service at shop@drjuliaheinrich.com with your name and the email address you used when ordering.

Please contact our customer service at shop@drjuliaheinrich.com with your order number, a short description and clear photos of the damaged product and the shipping packaging. We will review your case as quickly as possible and take care of a suitable solution.

Please get in touch with our customer service at shop@drjuliaheinrich.com and send us your order number and a photo of the product you received. We will check your order and take care of it as quickly as possible.

Our products have been developed for different skin types and skin needs. On each product page, we show you which skin types, skin conditions and routine steps the product is particularly suitable for.

Many of our products are deliberately designed for sensitive and demanding skin. As every skin reacts individually, we recommend introducing new products slowly at first if you have very sensitive skin. If in doubt, you should seek medical or dermatological advice.

Please check this information on the respective product page. If a product is free of fragrances, we clearly state this in the product details and ingredient information.

You can find the full INCI list on the respective product page in the ingredients section. It is also printed on the product packaging.

Please always check the full INCI list before use. If you have known allergies, very reactive skin or are unsure, we recommend discussing the ingredients with your doctor or dermatologist.

Depending on their ingredients, some products may not be recommended during pregnancy or breastfeeding. Please check the notes on the respective product page and, if in doubt, discuss use with your doctor or midwife.

You can find the shelf life after opening via the PAO symbol on the packaging or the product. The number in the jar symbol shows you how many months the product should be used within after opening.

Many products can be a useful complement to a professional treatment. Directly after treatments such as skin boosters, Botox, laser, medical peels or biostimulators, however, you should always follow the individual recommendation of your treating physician.

Please store your products in a cool, dry place, protected from direct sunlight. Also follow the instructions on the packaging, as certain active ingredients may require special storage conditions.

That depends on the respective ingredients and your skin. Particularly potent actives such as acids, retinoids or vitamin C should be combined deliberately and introduced into the routine slowly. If in doubt, we recommend an individual consultation.

First stop using the product and observe your skin. If reactions are persistent, severe or unclear, you should seek medical or dermatological advice.

Our Medical Skincare is developed and produced in Germany. The product packaging is made in Italy. We place great emphasis on high quality standards, carefully selected ingredients and European production.

No. Our products and ingredients are not tested on animals.

Our prices reflect our commitment to high-quality ingredients, scientific research, development, European production and demanding quality standards. Every product is developed with the aim of combining efficacy, tolerability and a luxurious application experience.

Our products are developed with high standards for quality, efficacy and skin tolerability. The exact details depend on the respective product and are stated on the product page.

You can find our products in the official online shop and at selected retail partners:

• Rosen Apotheke München
• Medical Spa at the Rosewood Hotel Munich
• Niche Beauty
• Dr. Julia Heinrich practice

We do our best to keep our products continuously available. Since some formulations are deliberately produced in smaller batches, products may occasionally be temporarily sold out.

If samples or travel sizes are available, they are shown in the shop or offered at checkout. Availability may vary depending on the product and promotion.

Yes, you can buy gift cards in various amounts in our shop. The available gift card values are shown directly in the shop. Gift cards can be redeemed in accordance with the stated terms.

As a rule, only one discount code can be redeemed per order.

You can reach our customer service by email at shop@drjuliaheinrich.com or via the contact options in the footer. If you have questions about your order, please always include your order number so we can handle your request more quickly.

For brand collaborations, you can reach us at partnerships@drjuliaheinrich.com. Please send us a short introduction to your brand and the type of collaboration you have in mind.

Press inquiries can be sent to hello@drjuliaheinrich.com. Please tell us your publication, your topic and your deadline so we can process your request as quickly as possible.