Flaconi is Germany's largest-scale online retailer specializing in perfumes, cosmetics, and skincare products, offering over 15,000 items. With a wide variety of products, including the latest market releases and well-known high-end cosmetic brands, everything can be found on the Flaconi official website, making it a popular site for overseas shoppers of beauty and skincare products.
Today, we'll discuss how to place an order and make payments on the Flaconi website, as well as later return and refund issues. The specific process is as follows.
I. Ordering and Payment
1. After selecting a product, click the "Add to Cart" button;
2. Review the items in the shopping cart (enter discount codes, etc.);
3. Proceed to checkout to enter the registration/login page;
① I am a new user: Enter email address and postal code
② I am already a registered Flaconi user: Enter registered email and password (top right corner)
4. New user registration page requires filling in basic information;
Note:
① Shipping address and supplementary address notes must not exceed 30 characters;
② To ensure timely and accurate delivery by DHL, for any excess characters or room numbers, please click "c/o hinzufügen" to add supplementary information; (Keep only the street name and house number in the shipping address line)
③ Pay attention to the order of first and last name: first name first, last name last;
④ An incorrectly formatted shipping address may cause delivery delays.
Click to expand to fill in the detailed address;
5. Continue to confirm the billing address and select a payment method;
6. Once all information is confirmed, click "Buy Now";
7. Click View Order to confirm the order details;
Click Change Payment Method to switch payment methods
Note: Flaconi's payment service company, Klarna, will automatically select invoice payment (Rechnung). If you do not wish to use invoice payment, please click "Change Payment Method" to choose another payment option within 30 minutes;
Also note: If you choose invoice payment (Rechnung), you have 14 days after receiving the package to make the payment. If the deadline passes, Klarna may impose a penalty fee!
All payment methods except PayPal are handled by Klarna. If you do not receive a confirmation invoice email or encounter any other issues (such as penalties), please contact Klarna customer service promptly. Chinese email providers like NetEase may not receive these emails.
Klarna Customer Service:
Email:
Online Support: https://www.klarna.com/de/kundenservice
Phone: (+49) 0221 669 501 10 (German / English)
II. Returns and Refunds
① Flaconi offers a 14-day no-questions-asked return policy for unopened and unused items (calculated from the date the customer receives the product).
② For customers outside Europe, return shipping costs must be borne by the customer.
Return Steps:
1. Log in to "Mein Konto" (My Account)
2. Find the option indicated by the arrow in the image below: "Artikel zurückschicken" (Return item). The page will redirect to step 3;
3. Click the option indicated by the arrow in the image below: "Hier kommen Sie zu Ihren Bestellungen", to be redirected to the order list.
4. Select the order containing the item(s) to be returned.
5. Click the option indicated by the arrow in the image below: "Artikel zurückschicken" (Return item).
6 & 7. Select the item(s) you wish to return (indicated by arrow 6), and choose the return reason from the "Rücksendegrund ausw?hlen" (Select return reason) dropdown menu (indicated by arrow 7).
8 & 9. Check the box indicated by arrow 8, then click the option indicated by arrow 9: "Weiter" (Continue), to be redirected to the return label printing page, and print the return label.
10. Send the item(s) to be returned to Flaconi. Please ensure the return label is affixed to the package; otherwise, the shipping cost will be borne by the customer.
11. The refund will be credited to your payment account approximately 14 working days after Flaconi receives the returned package.
If you have further questions, please contact customer service or the editor:
Or call customer service: (+49) 030-920-363-63 (German / English).
Or send an email to:
Sina Weibo @芙拉蔻妮 Flaconi, send a private message to the editor (Chinese).