Frequently Asked
Questions

Germany: € 3,10
Other EU Countries, UK & Ireland: € 8,95
Rest of the world: € 19,90

If you haven't received your confirmation email, we firstly recommend checking your spam box as these sometimes get lost in there. Secondly we advise you to double check if your email address has been put in correctly. Please note that if you have paid via PayPal, your order confirmation email will be sent to your PayPal email address.

If you still cannot locate your confirmation email, please contact our customer service team via friends@goodguise.com

We accept payments by most common credit cards and PayPal. The total amount (order price + shipping) will be deducted from your account once the order is completed and approved.

Usually, your order will be ready to be shipped the following working day. You will receive a shipping confirmation email once your order has left our warehouse

You will receive a shipping confirmation mail with a link to Deutsche Post/DHL tracking after your package has left our warehouse. With the link you can track your package and find out where it is at the moment and when it is expected to be with you. If you have not received this link yet, we are most likely processing your order in our logistics center.

Yes all orders are tracked. You will find your tracking number on your shipping confirmation email.

All products are shipped via Deutsche Post / DHL

Germany:
Standard tracked delivery: 2-4 working days.

Other EU-Countries:
Standard tracked delivery: 4-6 working days.

Rest of the world:
Standard tracked delivery: 5-10 working days.

Please note that due to the Covid-19 pandemic and a high volume of parcel deliveries, there can be delays in delivery times.

Please check with your neighbours or your closest post office first before contacting customer support. Sometimes parcels get delivered to alternative destinations close by, especially when the consignee is not home during the day. Please wait 5 business days before contacting us, in most instances the parcel is being found in this period.

We are very sorry to hear that you have received the wrong order! Please contact friends@goodguise.com with the subject „wrong order” and a photo of the wrong product.

We're so sorry that your order arrived damaged. Please contact our Customer Service team via friends@goodguise.com with the subject “damaged order” and photos of the damaged product and we'll be in touch shortly.

The Covid-19 pandemic has led to fewer air traffic which means a drastic increase of shipping costs to particular overseas areas. We hope to have our normal delivery service to these countries back up and running soon.

Orders cannot be edited once placed but if you do have an issue such as wrong delivery address or wrong product ordered, we advise you to cancel the order and repurchase instead of reaching out to Cutomer Service. You can do this directly from the order confirmation page or from the link in the confirmation email. Once your order has been shipped and you recieved a shipping confirmation, your order cannot be cancelled anymore.

We’re sorry to hear that you’re unsatisfied with your order. You can cancel your order within fourteen days from the delivery date without giving any reasons by contacting friends@goodguise.com. Please note that sealed goods are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. This concerns our mouth-nose masks as well as our children's soap.

We are always working to improve our service and look forward to hearing from you about what went wrong and the exact reason for your cancellation.