Frequently Asked Questions
How can we help you?
Here you will find answers to frequently asked questions about orders, shipping, products and our service. Should you have any further questions, our team will be glad to assist you personally.
Orders & Payment
1. Who can place an order with Samus Cosmetology?
Our product range is aimed in particular at professional users in the fields of aesthetic medicine, dermatology and professional cosmetics. For certain products, sale may be restricted to appropriately qualified professional groups. Please refer to the relevant product information.
2. What payment options are available?
The payment methods currently available will be displayed to you during the ordering process. Depending on the country of delivery and the order value, different payment methods may be available.
3. Will I receive an invoice for my order?
Yes. You will receive a proper invoice for your order, showing the billing and company details you have provided.
4. Can I provide my VAT identification number?
Yes. Business customers can enter their valid VAT identification number in the field provided for this purpose. The tax treatment applied depends on the country of delivery and the applicable statutory requirements in each case.
Shipping & Delivery
5. How quickly will my order be shipped?
Items in stock are generally processed as quickly as possible after the order or payment has been received. The actual delivery time depends on availability, the destination country and the shipping method selected.
6. Do you offer express shipping?
Depending on the delivery address and the product, express shipping may be available. The available shipping options and the corresponding costs will be shown to you during the ordering process.
7. Do you also deliver outside Germany?
Yes. Samus Cosmetology supplies customers in numerous European and international markets. The shipping options available for your delivery address will be shown to you during the ordering process.
8. How can I track my shipment?
Once your order has been dispatched, you will receive – provided this is available for the shipping method selected – a shipping confirmation containing the relevant tracking information.
Products, Quality & Authenticity
9. Are the products offered by Samus Cosmetology genuine and original?
Yes. The quality, origin and traceability of our products are our highest priority. We source our products from manufacturers as well as from selected and vetted supply and distribution partners.
10. How is the traceability of a product ensured?
Product information such as batch or LOT numbers enables traceability in accordance with the specifications and documentation provided by the respective manufacturer.
11. Do the products have a sufficient minimum shelf life?
As part of our inventory management, we maintain professional stock control and check the relevant product data accordingly. Should an item have a remaining shelf life that is unusually short for regular sale, this will be indicated accordingly before purchase.
12. How are the products stored?
Our products are stored in accordance with the respective manufacturer's storage specifications. Special requirements regarding temperature, protection from light or other storage conditions are taken into account accordingly.
13. How are temperature-sensitive products shipped?
If a product requires special transport or temperature conditions according to the manufacturer's specifications, we take these requirements into account when processing shipment.
14. Are all products CE marked?
Regulatory requirements vary depending on the product category and intended use. Where a CE marking is legally required for a product, the corresponding European regulatory provisions apply. The relevant product information is authoritative in each case.
Returns & Complaints
15. Can I return products?
The possibility of a return depends on the type of product, the condition of the goods, and whether the order was placed as a trader or as a consumer. Special conditions may apply to products that are sterile, sealed, temperature-sensitive, or specifically protected for hygiene reasons.
Please note our currently applicable withdrawal and returns terms in this regard.
16. What should I do if a product arrives damaged?
Please contact our customer service as soon as possible after receiving the delivery. Send us your order number together with meaningful photos of the outer packaging, the shipping label and the affected product.
We will review the matter as quickly as possible and inform you of the next steps.
17. What should I do if I have received the wrong item?
Please do not open or use the incorrectly delivered item and contact our customer service, quoting your order number. Our team will review the matter and arrange a solution as quickly as possible.
Professional Customers, Practices & Clinics
18. Do you offer special terms for practices, clinics and beauty institutes?
Yes. For commercial customers and larger order quantities, individual terms may be possible depending on the product and order volume.
Please feel free to contact our team for a personalised quote.
19. Are there special terms for recurring orders?
Yes. For business customers with regular requirements, individual terms and long-term cooperation models can be agreed.
Our team will be glad to advise you personally and prepare an offer tailored to your requirements and order volume.
20. Can I receive advice before placing an order?
Yes. Our team is glad to support professional customers with questions regarding our product range, product variants, availability and official manufacturer information.
Please note that our product advice does not replace an individual medical diagnosis, treatment recommendation or treatment decision.
Seminars & Training
21. Does Samus Cosmetology offer seminars and workshops?
Yes. We regularly organise professional seminars, workshops and product training sessions for professional users.
These focus, among other things, on product knowledge, treatment concepts, application options and professional exchange with experienced experts.
22. Where can I find current seminar dates?
We publish current events and dates on our website and via our communication channels. If you are interested, you are also welcome to contact our team directly.
Customer Service
23. What happens if a desired product is currently unavailable?
If an item is temporarily unavailable, this will be indicated directly in the online shop wherever possible. If you have any questions about the expected date of restocking, our customer service will be glad to help.
24. Can I contact Samus Cosmetology personally before placing my order?
Of course. Particularly for larger orders, questions about product availability or long-term cooperation, we are glad to advise you personally.
25. How can I reach customer service?
For questions about products, orders, deliveries, complaints or possible cooperation, you can reach us via the contact options listed on our website.
Our team will support you quickly, competently and personally.