FAQ – Ordering, Shipping & Returns
ORDER & PAYMENT
How do I place my order?
To place an order, simply add your desired products to the shopping cart. You can browse our product range here.
Once you have selected everything you need, go to the shopping cart to review your selection and adjust quantities as needed.
Proceed to checkout, where you can redeem your discount codes or gift cards. Simply enter your contact information and shipping address. Your items will be shipped the next day and will arrive in just a few days.
Can I change or cancel my order after it has been placed?
Unfortunately, your order cannot be changed once it has been placed.
However, please send us a message at info@barau.bio as soon as possible anyway. It is possible that we may be able to inform our logistics team in time before your order is packed.
However, we cannot guarantee this!
When will the products be back in stock?
If your desired product is currently out of stock, please feel free to contact us at info@barau.bio. We will notify you as soon as the item is available again so that you can secure your favorite BARAU piece.
Please understand that we carry some items only as limited editions. These will not be restocked.
Which payment methods are accepted?
We offer a variety of payment options to make your shopping experience convenient:
- Credit and debit cards: VISA, Mastercard, Maestro, American Express, UnionPay
- Digital wallets: Apple Pay and Google Pay
- Klarna Pay Later: for those who prefer to buy now and pay later
- Sofort: a direct payment method for fast transactions
- PayPal: a secure way to pay online
Is it safe to use my credit card on your website?
Using a credit card on our website is completely secure.
We use secure payment gateways powered by Stripe, one of the world's leading providers. Additionally, our website is protected by 128-bit SSL encryption technology to keep your information safe during the checkout process.
You can shop with confidence, knowing that your data is well protected.
My discount code is not working. What can I do?
From time to time, we run promotional campaigns where you can receive a discount code under certain conditions.
Our discount offers are tied to specific terms, e.g., a minimum order value, or are only valid for certain items. Please ensure that you meet the conditions to qualify for the discount.
If you have any questions, you can contact us at any time via email at info@barau.bio. We look forward to hearing from you!
SHIPPING & DELIVERY
How will my order be shipped?
We work with DHL. We ship small orders as "Warenpost" (merchandise post). For larger orders, we use DHL Go-Green.
In both cases, you will receive a link when your order is shipped, which you can use to track your package.
For international shipments, DHL hands over the package to the respective local shipping company they partner with. Tracking will generally also work abroad until delivery at your requested location.
How long will it take to receive my order?
Our products are freshly produced for you in our laboratories in Spain and are then brought to our central warehouse in Germany.
We strive to ship orders as quickly as possible. If you place your order in the morning, we usually ship it the same day. For orders placed later, over 98% are shipped the following day.
Delivery times vary by country:
- 🇩🇪 Germany: 2-4 working days from the date of order
- 🇨🇭 Switzerland: 3-5 working days from the date of order
- 🇪🇺 European Union: 2-8 working days from the date of order
Please note that local public holidays may affect delivery times.
As soon as your order leaves our warehouse, you will receive an email with a tracking link.
How can I track my order?
As soon as your order leaves our warehouse, you will receive a shipping confirmation via email. This contains a tracking link.
Use it to track the delivery of your package.
Please also check your spam folder if necessary.
Do we ship worldwide?
No. We currently deliver to Germany, selected EU countries, Switzerland, and of course the Canary Islands.
You can see whether we deliver to your country at checkout once you enter your delivery address.
Do you offer free shipping?
Within Germany, we offer free shipping on orders over €49, and to other EU countries and Switzerland on orders over €100.
You can find the shipping costs for orders below these amounts on our shipping page
Can I change my delivery address after I have placed my order?
Unfortunately, your order cannot be changed once it has been placed.
However, please send us a message at info@barau.bio as soon as possible anyway. It may be possible for us to notify our logistics team in time before your order is packed.
We cannot, however, provide any guarantees!
What can I do if my order has not arrived within the specified time frame?
Once your package has been shipped and you have received a tracking link, please check the shipment tracking to see if your address is correct or if the package is still in transit.
Sometimes the package may have been left with a neighbor, so please check that as well.
If the above cases do not apply and the shipping status has not updated for 5 days, please contact us at info@barau.bio, including your order number and your tracking number.
Do I have to pay customs duties for my order?
If you are ordering from Switzerland, you will have to pay VAT and possibly customs duties as well.
We handle the export processing and then hand the shipments over to DHL for transport. We ship from Germany.
We recommend that you inform yourself in advance about potential customs duties and the current duty-free allowance in Switzerland.
Please note that the customs procedure may lead to longer delivery times.
Are there any shipping restrictions I should be aware of?
Apart from the country of delivery, we have no shipping restrictions.
Our products are safe for transport and are carefully packed to ensure they arrive in perfect condition.
So, rest assured, there is no need to worry.
RETURNS & COMPLAINTS
Can I return my goods?
ℹ️ Important note: We only accept unopened, sealed items for return.
Check our return policy on our returns page.
How can I return a product?
ℹ️ Important note: Please do not attempt to return products without contacting us first. This can significantly slow down the process and sometimes take up to 6 weeks.
Check our return policy on our returns page.
How long does it take to process a return?
You can find the processing time in our return policy on our returns page.
I have received damaged goods, what can I do?
We are very sorry that you received damaged goods. Unfortunately, damage can sometimes occur during transport.
Please write to us immediately at info@barau.bio and send us photos of the damaged products. We will then take care of it as quickly as possible.
Important note: As soon as you receive the goods and they are damaged, you must notify us within 2 days of receipt and provide the following images:
- The shipping label
- The outside of the shipping box
- The inside of the shipping box with all shipped products, including packaging
Can I exchange a product if I am not satisfied?
You can exchange a product, provided it has not been opened.
Due to health protection and hygiene regulations in accordance with the EU Consumer Rights Directive, opened or used products are not eligible for return or exchange. This policy ensures the safety and satisfaction of all our customers.
Exchanging a product requires two additional shipments: one to return the original product and another to send the new one.
Unfortunately, we must charge a fee for the replacement shipment based on shipping costs per region. You are responsible for the shipping costs for the return to us:
- 🇩🇪 Germany: €6.99
- 🇪🇺 European Union: €12.99
- 🇨🇭 Switzerland: €15.99
How do I receive my refund?
Your refund will be processed via the original payment method you used for the purchase.
This ensures a simple and secure return of funds to you.
