FAQ

Do you have questions concerning petracell products or services?

Check our list of frequently asked questions.

  • Do you accept international orders?

    We ship our products worldwide. In some countries we have exclusive distribution partners for the sale of our products. Please contact us for details concerning your country.

  • Are you responsible for online sales of other websites?

    To help ensure quality control petracell products are distributed and sold exclusively by authorized distributors and retailers. If you obtain petracell products from any source other than an authorized distributor or retailer, you do so at you own risk any guarantee may be voided.

  • Where can I purchase petracell products?

    petracell products are available at selected locations around the world. To find a petracell beautician in your area, visit our salon finder for Germany or our international network.

    You can also place your order directly at petracell distribution center. petracell will be glad to advise you via

    phone: +49 (0) 8041 / 799 19-0 or mail: info@petracell.de.

  • How much are the shipping costs?

    petracell offers a standard delivery service for Germany that is free of charge starting from a purchase order of 150€. Shipping costs for purchase order less than 150€ are 6,90€.

  • How do I pay for my order?

    We accept payment via direct debit, bank transfer, Visa, Master Card and American Express.

  • How long does it take until I receive my order?

    Most orders are processed within 24 hours after order intake. We ship all our packages with DHL. Delivery within Germany takes 2 to 5 business days.

  • I haven`t received my order?

    Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact our customer service center.

  • How can I exchange or return a product?

    Only items that are purchased at petracell directly with a valid and enclosed order confirmation can be exchanged or returned. Please note that we cannot accept return packages sent as cash on delivery. The refund to your credit card takes approximately 14 days upon receipt of the goods.

  • May I return items purchased in a store to petracell directly?

    Purchases that are made in a store cannot be exchanged or returned to petracell directly.

  • Which products should I use?

    In order to find your ideal skincare regime visit our beautician locator or call our sales team +49 (0)8041 / 799 19 -0 and receive a personalized consultation based on your individual needs.

  • Why has my favorite petracell product been discontinued?

    We apologize for discontinuing your favorite petracell product. When we discontinue a product it is not done impulsively, rather we look at the purchasing patterns or customer preferences around the world. Additionally since petracell is an innovative company that is always at the forefront of skincare, we have to withdraw certain products to allow for new, exciting products each year.

    In order to help facilitate you, we would like to recommend that you contact us and a petracell expert will help find the perfect alternative for you.

  • How can I find out what ingredients are in a product?

    The full list of ingredients is listed on the packaging of all petracell products. If you have an additional ingredient inquiry that is not satisfied by the information posted on the packaging, please call us at +49 8041/799 19-0 or contact us via mail.

  • What kind of product safety testing do you do?

    Our professional and conscientious safety assessments are based on the relevant criteria laid down in the legislation and by recognized expert bodies. We test each individual substance and combinations of different substances using special test methods to ensure that they pose no threat to health and are compatible with the skin.

  • Once opened how long will my product remain fresh?

    Please refer to the packaging of your product where you will see an illustration of a jar with a number on it. This is the period after opening date which conveys, in months, when the product is set to expire once it is opened.

  • What is the shelf life of petracell products?

    As legally required, the shelf life of a finished product is 36 months.

  • Who should we contact about being a licensed distributor?

    To receive more information concerning becoming a distributor or concerning the sales of petracell products, please call us at +49 8041/799 19-0 or contact us. Your request will then be processed by the Distributor/ Sales Department who will contact you directly.

CUSTOMER SERVICE

Call us: +49 (0)8041/79919-0

Monday -Thursday from 8am to 5pm

Friday from 8am until 1pm

e-Mail us: info@petracell.de

Fax: +49 (0)8041 / 799 19- 29

COMPANY

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FAQ

Do you have questions concerning petracell products or services?

Check our list of frequently asked questions.

  • Do you accept international orders?

    We ship our products worldwide. In some countries we have exclusive distribution partners for the sale of our products. Please contact us for details concerning your country.

  • Are you responsible for online sales of other websites?

    To help ensure quality control petracell products are distributed and sold exclusively by authorized distributors and retailers. If you obtain petracell products from any source other than an authorized distributor or retailer, you do so at you own risk any guarantee may be voided.

  • Where can I purchase petracell products?

    petracell products are available at selected locations around the world. To find a petracell beautician in your area, visit our salon finder for Germany or our international network.

    You can also place your order directly at petracell distribution center. petracell will be glad to advise you via

    phone: +49 (0) 8041 / 799 19-0 or mail: info@petracell.de.

  • How much are the shipping costs?

    petracell offers a standard delivery service for Germany that is free of charge starting from a purchase order of 150€. Shipping costs for purchase order less than 150€ are 6,90€.

  • How do I pay for my order?

    We accept payment via direct debit, bank transfer, Visa, Master Card and American Express.

  • How long does it take until I receive my order?

    Most orders are processed within 24 hours after order intake. We ship all our packages with DHL. Delivery within Germany takes 2 to 5 business days.

  • I haven`t received my order?

    Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact our customer service center.

  • How can I exchange or return a product?

    Only items that are purchased at petracell directly with a valid and enclosed order confirmation can be exchanged or returned. Please note that we cannot accept return packages sent as cash on delivery. The refund to your credit card takes approximately 14 days upon receipt of the goods.

  • May I return items purchased in a store to petracell directly?

    Purchases that are made in a store cannot be exchanged or returned to petracell directly.

  • Which products should I use?

    In order to find your ideal skincare regime visit our beautician locator or call our sales team +49 (0)8041 / 799 19 -0 and receive a personalized consultation based on your individual needs.

  • Why has my favorite petracell product been discontinued?

    We apologize for discontinuing your favorite petracell product. When we discontinue a product it is not done impulsively, rather we look at the purchasing patterns or customer preferences around the world. Additionally since petracell is an innovative company that is always at the forefront of skincare, we have to withdraw certain products to allow for new, exciting products each year.

    In order to help facilitate you, we would like to recommend that you contact us and a petracell expert will help find the perfect alternative for you.

  • How can I find out what ingredients are in a product?

    The full list of ingredients is listed on the packaging of all petracell products. If you have an additional ingredient inquiry that is not satisfied by the information posted on the packaging, please call us at +49 8041/799 19-0 or contact us via mail.

  • What kind of product safety testing do you do?

    Our professional and conscientious safety assessments are based on the relevant criteria laid down in the legislation and by recognized expert bodies. We test each individual substance and combinations of different substances using special test methods to ensure that they pose no threat to health and are compatible with the skin.

  • Once opened how long will my product remain fresh?

    Please refer to the packaging of your product where you will see an illustration of a jar with a number on it. This is the period after opening date which conveys, in months, when the product is set to expire once it is opened.

  • What is the shelf life of petracell products?

    As legally required, the shelf life of a finished product is 36 months.

  • Who should we contact about being a licensed distributor?

    To receive more information concerning becoming a distributor or concerning the sales of petracell products, please call us at +49 8041/799 19-0 or contact us. Your request will then be processed by the Distributor/ Sales Department who will contact you directly.

FAQ