FAQ
Do you offer free shipping?
We offer free shipping to:
- EU countries on all orders over 30€.
- UK on all orders over £50.
- Switzerland and Liechtenstein on all orders over 75CHF.
- European countries outside of the EU on all orders over 70€.
- USA on all orders over US$150.
- Canada on all orders over CA$150.
- China, Singapore, Taiwan and Thailand on all orders over 200€.
- New Zealand, South Korea and UAE on all orders over 250€.Please see below for other shipping costs.
What are your shipping costs?
Austria
FREE for orders over 30€ (or 3€)EU countries
FREE for orders over 30€ (or 9.50€)France
FREE for orders over 30€ (or 3€)United Kingdom
FREE for orders over £50 (or £4)Switzerland / Liechtenstein
FREE for orders over 75CHF (or 14CHF)European countries outside the EU*
FREE for orders over 70€ (or 13€)USA
FREE for orders over US$150 (or US$10)Canada
FREE for orders over CA$150 (or CA$10)China, Singapore, Taiwan and Thailand
FREE for orders over 200€ (or 15€)New Zealand, South Korea and UAE
FREE for orders over 250€ (or 20€)*Note: We are unable to ship to Turkey, Ukraine, Belarus or Russia.
Where do you deliver to?
We deliver to all countries in Europe (excluding Turkey, Ukraine, Belarus and Russia), USA, Canada, China, Singapore, Taiwan, Thailand, New Zealand, South Korea and UAE.
How long will it take for me to receive my order?
Shipping to Austria
2-3 business daysShipping to Europe
3-4 business daysShipping to UK, USA, Canada, China, Singapore, Taiwan, Thailand, New Zealand, South Korea and UAE
3-5 business daysWhere is my order?
Contact UsTo track your order, click on the ‘View your order’ button inside your order confirmation email to see the status of your order or contact our customer services team.
Can I return my order?
ReturnsYes, you can request a return up to 14 days after receiving your items. Visit our returns page for more information.
Are returns free?
The cost of returning products is incurred by you unless your order is faulty, damaged or incorrect.
How do I return my order?
Contact UsPlease contact our customer services team to request a return.
Can I cancel my order?
Contact UsYes, please contact our customer services team to cancel your order.
If your order has already been dispatched, you will need to return the items to us in the same condition that you received them, unused and unopened, and in their original packaging before we can refund the payment.
What should I do if I receive a faulty, damaged or incorrect product?
Contact UsPlease contact our customer services team.
Does the price include all taxes and duties?
All orders sent to Europe (including countries outside of the EU such as UK and Switzerland) will be sent DDP (Delivered Duty Paid). This means that our prices includes all taxes and duties and you will not have to pay anything on arrival.
For orders sent to USA, Canada and Asia, additional country-specific import and customs duties, customs clearance fees and import sales taxes may apply. Please inquire about these fees at your local customs office. If any fees do apply, these will need to be paid by you.
For orders to USA and Canada over $800, we recommend splitting the order into two separate orders to avoid customs fees.
Do you offer free samples?
We are delighted to offer a range of complimentary samples with every order. No code is required, simply shop your favourite Susanne Kaufmann products and then select your complimentary sachets in the push cart before proceeding to checkout.
Can I place an order over the phone?
Yes, our customer services team are available to take your order over the phone.
Please contact them on +43 664 4673638.
Our team is available from Monday to Friday, from 8am to 5pm CET.
What do you I do if I receive an error message during checkout?
Contact UsPlease contact our customer services team.
Can I add a gift message to my order?
Yes, you can add a heartfelt message to make your gift even more special.
Do you offer gift wrapping?
Although we don’t offer a specific gift-wrapping service, each Susanne Kaufmann product will arrive beautifully packaged.
What payment methods do you accept?
For all orders, we accept the following credit and debit cards: Visa, Mastercard, Maestro and American Express. You can also pay with PayPal, Klarna, Shop Pay, Apple Pay or Google Pay.
How can I contact you?
Contact UsOur customer services team are here to help. Visit our Contact Us page for more information.
What are your opening hours?
We are open Monday to Friday from 8am to 5pm CET. We are closed on Saturday and Sunday.
Do you offer free consultations?
Contact UsOur customer services team are happy to talk you through our collections and give advice on products for your skin type. Visit our Contact Us page to get in touch.
What social media platforms are you on?
Where is your hotel and spa located?
The Susanne Kaufmann Spa is located at Hotel Post Bezau in the beautiful Bregenzerwald Alpine region of Austria. For more information please visit the Hotel Post Bezau website.
How can I subscribe to your newsletter?
SubscribeClick on the link below and enter your email address to subscribe to our newsletter for the latest news and offers from Susanne Kaufmann.
How can I apply for a job at Susanne Kaufmann?
CareersVisit our careers page for all our current vacancies.
Are your products cruelty free?
All our products are cruelty free. We have never, nor shall we ever, test on animals.
Are your products vegan?
Shop Vegan SkincareOur vegan products are clearly labelled so that it's easy for you to find them. You can also visit our vegan collection page to view all our vegan products.
Are your products gluten free?
Shop Gluten Free SkincareOur gluten free products are clearly labelled so that it's easy for you to find them. You can also visit our gluten free collection page to view all our gluten free products.
Are your products free from paraffin and parabens?
All Susanne Kaufmann products are free from paraffin and parabens.
Are your products free from sulfates and silicones?
All Susanne Kaufmann products are free from sulfates and silicones.
Do you use genetically engineered ingredients?
Our skincare range is free from genetically engineered ingredients.
How do I know what ingredients are in the products?
Every Susann Kaufmann product has a list of the ingredients used on its packaging. You can also view each product page on this website for more information on the ingredients and why we use them in our products.
Where are your products made?
Our production facility is in the Bregenzerwald Alpine region of Austria and has been in operation for over 17 years. It runs completely on solar, thermal and green electricity sources, some of which are unique to Susanne Kaufmann.
When does my product expire?
Every Susanne Kaufmann product features a best before date to ensure maximum safety and product efficacy for you.
Are your products natural and organic?
Our products are made using the finest natural and organic active ingredients, each chosen for their efficacy and ability to provide the very best results for your skin.
Do you have a list of stores that you are stocked in?
Store LocatorClick on the link below to view a full list of our stockists.
Where is my closest stockist?
Store LocatorClick on the link below to view a full list of our stockists and use the map to find your nearest one.
What treatments do you offer?
We offer a wide selection of beauty and wellbeing treatments. Please refer to our Spa Menu for more information on our treatments and prices.
How can I book a treatment?
To book treatments at the Susanne Kaufmann Spa in Bezau, call +43 55 14 22 070 or email: spa@susannekaufmann.com.
To book treatments at Liberty in London, call +44 20 8159 6530 or email: liberty@susannekaufmann.com.
To book treatments at KaDeWe in Berlin, email: kadewe@susannekaufmann.com .
How do I join?
You can sign up easily via the 'Account' icon in the top right corner of the homepage.How do I earn points?
Receive points for every purchase you make. You can also earn points by completing the actions listed on this page, from following us on Instagram and TikTok to sharing your birthday with us.How do I redeem points?
If you have at least 500 points to spend on an order, you will see a points selector option at Checkout – simply select the number of points you would like to exchange for a discount, and save on your purchase. Remember that you'll need to be logged into your account to see your available points. You need to collect at least 500 points to start redeeming, and can spend 4000 points at a time. SK points are only redeemable on susannekaufmann.comHow do I see how many points I have?
Simply sign into your account via icon in the top right. Your points will expire one year after your last purchase.When will my new points appear in my account?
Points collected from placing an order will appear in your account 14 days after the order date (this is to allow a period for returns).How much are my points worth?
You will receive 5 points per every €1 you spend in the Enthusiast and Expert tiers, and 10 points for every €1 you spend if you are a VIP. Stack up your points to make a saving on your next purchase. 500 points = €5 off 1000 points = €10 off 2000 points = €20 off 4000 points = €40 offHow do I refer a friend?
Referring a friend is easy, simply log into your account, open the membership page and navigate to the refer a friend section. Enter your friend's details and submit the form. Your friend will receive an email with a unique code. After they place an order, you will receive points as a thank you.What happens if I return a product or my order is cancelled?
If you choose to return an order or it is cancelled, your points balance will be updated accordingly, and you will be notified of the change with an email update.Can I combine points with an additional promo code at checkout?
Your points cannot be redeemed in combination with promo codes or on sale items and are only redeemable on susannekaufmann.com.Can I join the loyalty program as an international customer?
Yes, but please note that all points for cash amounts are reflected in EUR on our site, no matter the region you reside or checkout in.
