Q: How do I sign up for the newsletter?

You have the option to register for our newsletter directly on our website in the footer.

Q: How do I unsubscribe from the newsletter?

You have the option to unsubscribe directly from the newsletter by clicking on “Unsubscribe” at the bottom of the footer in our emails. If this doesn't work, please contact our customer service.

Q: How can I reach you?

If your question has not already been answered here in the FAQs, please submit your query using our >>contact form<< . We will usually get back to you within 24 hours!

Q: I have not received an order confirmation!

If you have not received an order confirmation, please check whether this may be due to the reasons listed below: 1) Maybe your order confirmation ended up in the spam folder? Please check this in your corresponding email inbox. 2) You may also have made a mistake when entering your email address. In this case, please contact our customer service using our >>contact form<< 3) Furthermore, you will not receive an order confirmation if the Order process could not be completed. This is for example the case if there were problems with payment. Contact Please also contact our customer service via our >>contact form<<

Q: Can I also order by telephone?

Unfortunately we cannot accept telephone orders. Ordering is only possible via our online shop.

Q: I ordered something wrong. Can I still cancel my order?

Unfortunately, we only accept subsequent cancellations for a very long time small time window of about an hour after placing the order possible, but we try our best to always process cancellation requests as a priority. However, if your order is placed outside of our business hours happen, or the time window has already passed, we can Unfortunately you can no longer cancel. In this case, you can either refuse to accept the delivery or - if the package is delivered to you - refuse to accept the order return.

Question 1

How can I register with Atelierhamam?

Accepted Answer

If you are a new customer, you can register in just a few steps and create your personal customer account. To do this, click on

"Register? --> Create my account",
fill out the fields and register.

If you already have a customer account, all you have to do is click on “Login” and enter your email address and password to log in.

Click here to register

Question 2

What information does my customer account give me?

Accepted Answer

Here you will find an overview of all orders placed and their status. You can also view the order date and manage your addresses. Customers with an active account can complete the ordering process more quickly.

Question 3

I forgot my password, what now?

Accepted Answer

Click on the login page
under the password field click “Forgotten password” and enter your email address below. You will then receive a link to award the prize
a new password by email, which for security reasons is only for
is valid for 30 minutes.

When entering your email address, please pay attention to upper and lower case letters.

Note: You will only receive the link if you are in the
You have actually already ordered from us in the past or have an account
have set up. However, if you have only received the newsletter so far
If you have subscribed, you can register as a new customer.

Question 4

I would like to change my email address. How do I do that?

Accepted Answer

Unfortunately, for data protection reasons, it is not possible to change or correct the email address.

The only option here is to create a new customer account with the
To create a correct email address, it should not be in ours yet
system must be listed.

To delete your old email address, please contact us using the >>contact form<< .

Question 5

How do I sign up for the newsletter?

Accepted Answer

You have the option to register for our newsletter directly on our website in the footer.

Question 6

How do I unsubscribe from the newsletter?

Accepted Answer

You have the option to unsubscribe directly from the newsletter by clicking on “Unsubscribe” at the bottom of the footer in our emails.

If this doesn't work, please contact our customer service.

Question 7

How can I reach you?

Accepted Answer

If your question has not already been answered here in the FAQs, please submit your query using our >>contact form<< .

We will usually get back to you within 24 hours!

Question 8

I have not received an order confirmation!

Accepted Answer

If you have not received an order confirmation, please check whether this may be due to the reasons listed below:

1) Maybe your order confirmation ended up in the spam folder? Please check this in your corresponding email inbox.

2) You may also have made a mistake when entering your email address. In this case, please contact our customer service using our >>contact form<<

3) Furthermore, you will not receive an order confirmation if the
Order process could not be completed. This is for example
the case if there were problems with payment. Contact
Please also contact our customer service via our >>contact form<<

Question 9

Can I also order by telephone?

Accepted Answer

Unfortunately we cannot accept telephone orders. Ordering is only possible via our online shop.

Question 10

I ordered something wrong. Can I still cancel my order?

Accepted Answer

Unfortunately, we only accept subsequent cancellations for a very long time
small time window of about an hour after placing the order
possible, but we try our best to always process cancellation requests as a priority.

However, if your order is placed outside of our business hours
happen, or the time window has already passed, we can
Unfortunately you can no longer cancel.

In this case, you can either refuse to accept the delivery or - if the package is delivered to you - refuse to accept the order
return.

Question 11

What does it mean if the status of my order is still "pending"?

Accepted Answer

If your order is shown as "pending" in your customer account, then your order has not been received in full.
This is usually the case if you choose Paypal as your payment method
and the forwarding could not yet take place.

But don't worry, if there are longer waiting times, we'll be happy to help.

Question 12

My shipment is missing, what can I do?

Accepted Answer

Your package has been verifiably sent, but after several
If you still haven't received it in a few days, please contact us
contact our customer service immediately. We will immediately look into it.

Question 13

Can I still change my delivery address?

Accepted Answer

If you have already placed the order, you can
Unfortunately you cannot change the delivery address later. If the order has just been placed, please contact us as soon as possible.

Question 14

Can I change my order later?

Accepted Answer

Unfortunately, this is not possible for an order that has already been placed
make subsequent changes, as preparation for shipping starts fully automatically.

If the order has just been placed, please contact us as soon as possible.

Question 15

How can I redeem a voucher?

Accepted Answer

If you have an Atelierhamam gift voucher and would like to redeem it, simply enter the voucher code in the overview of your products in the checkout and click on "Redeem". The discount/voucher value is then automatically offset against the subtotal.

Please note:

Only one voucher can be redeemed per order

Pay attention to the voucher conditions such as validity etc.

To receive free shipping, the total minus the discount must be at least €50.00 in Germany.

If you redeem a voucher under the
If the shipping cost limit falls, shipping costs will automatically be charged.

In the event of a return, the voucher will not be replaced.

For gift cards, please contact us personally.

Question 16

Can I also buy gift vouchers from you?

Accepted Answer

Of course, you can find them here

Question 17

My payment with Paypal was canceled - what now?

Accepted Answer

If your payment via Paypal was not completed properly or the process was interrupted due to a loading time that was too long, we do not have an active order.

Your order attempt will be automatically canceled shortly.

Please place the order again.

Question 18

What payment options do you offer?

Accepted Answer

Please visit our payment & shipping information.

Question 19

I have selected an incorrect payment method. Can I still change that?

Accepted Answer

Unfortunately, it is not possible to change the payment method later
possible. We ask for your understanding. Of course, you can return the order and place a new order with the
enter the desired payment method.

Question 20

How can I get freebies?

Accepted Answer

The freebies in our shop are usually tied to certain conditions, such as:

from a certain purchase value (of brand XY) when purchasing product XY.

On our website you will find information about whether we are currently offering freebies. These will be automatically added to your shopping cart.

Question 21

When will my desired product be available again?

Accepted Answer

If an item is currently sold out, it is usually already backordered and will be back within the next week
available.

Question 22

How much are the shipping costs

Accepted Answer

In Germany we ship your order from an order value of
€39.99, free shipping. We charge one for orders below this
Flat rate of €3.90.

Austria: - Goods value up to €80 = €7.90 - Goods value over €80 = free

Europe: - Goods value up to €149.99 = €15 - Goods value over €150 = free

Question 23

Where do we ship?

Accepted Answer

We ship your order to Germany, Austria and Europe. Further information about shipping costs can be found here .

Question 24

How long does delivery take?

Accepted Answer

We always do our best to deliver your order as quickly as possible
send. Normally you will receive your order within Germany
1-4 working days.

Question 25

Can I gift-wrap my order?

Accepted Answer

Unfortunately, it is currently not possible to send your order in gift packaging. Please contact us before ordering.

Question 26

How can I return an order?

Accepted Answer

We always want to make sure our customers enjoy our products
love, but if you want to return an order, we can help
gladly to you. Here you can find further information about canceling your order.