Here you will find frequently asked questions about

customer account, shipping, payment and much more!

General questions
Is there a minimum order value?

No, there is not minimum order value in our online shop. We also do not charge a minimum quantity surcharge.

Is it possible to purchase color cards from you?

Yes, we offer hand-painted color cards. Since the colors represented by the monitor can differ from the original, we always recommend the purchase of an original color card.

Do you have a catalogue?

You can download the current MLW beauty catalogue here. We would be pleased to send you the printed catalogue by post.

What payment methods are there?

You can find all information about payment here.

How can I subscribe or unsubscribe the MLW beauty newsletter?

You can subscribe to the newsletter at any time by entering your e-mail address in the "Subscribe to our newsletter" registration field

Questions about your customer account
How do I register on

The registration in the MLW beauty online shop is done by creating a customer account. Click on „Login“ and then on „Not a registered user yet“. Then enter all necessary data in the form.


Please note that for security reasons the password must be at least 8 characters long.

What are the advantages of a customer account?

As a registered customer you can view and manage your personal data. You will find an overview of your orders with the respective processing status and the corresponding payment information.


As a registered customer you have the opportunity to add your favourite products to your watchlist quickly and easily. You can view them again and add them to your shopping card as desired.

My registration in the MLW online shop does not work, what can I do?

If you have forgotten your password, please request a new password during the registration process by clicking on "Forgot password". If you have ordered as a guest, you cannot log in to this guest account.

What can I do if I have forgotten my password?

If you have forgotten your password, you can reset it at any time. Click on "Forgot password" in the registration process. After entering your e-mail address, we will send you an e-mail with all further information required to reset your password.

What can I do if my customer account is blocked after entering the wrong password several times?

For security reasons, your customer account will be blocked for 5 minutes if you try to log in more than 4 times with the wrong password. The block will be automatically lifted after this time.

Questions about ordering
What can I do if I have not received an order confirmation?

After a successful order in our shop we will confirm the order directly by e-mail. In the event that you did not receive a confirmation after completing your order, did not receive an order receipt confirmation by e-mail and your order cannot be viewed in your customer account, unfortunately something has gone wrong. In this case please try it again.

Can I pre-order articles?

Unfortunately, articles that are already sold out cannot be pre-ordered. In this case, please simply contact us.

Can I also order without a customer account?

Yes, you can also order in the online shop without a customer account. To do so, you carry out the purchase process as a "guest" and enter your billing address and, if necessary, the different shipping address. The entered data will only be stored within the scope of your order and will not be used for any further purposes.

Can I also order by telephone?

Of course we are also happy to take your order by telephone. You can reach us Monday to Friday from 06.00 a.m. to 6.00 p.m. on our service hotline (+4930) 42 15 86 22.

Can I change or cancel my order afterwards?

If you want to change your order later or cancel it completely, please contact us. Please contact us immediately via our contact form or by phone via our hotline.

Can I get a refund if the price of an item is reduced after I have placed my order?

Please understand that prices may change. The offered price depends on promotions and the stock of articles. If the price of a product is reduced after the purchase has been completed, we cannot refund the difference.

Will my items be reserved for me if I pay in advance?

Yes, in this case we will reserve your articles for 14 days. If we do not receive payment by that time, we will cancel your order automatically and reserve the items for you no longer.

What happens if goods are not available?

If an article is not available, simply contact us. Should there be any delivery problems after placing your order, we will contact you immediately.

Questions about shipping & delivery
How much are the shipping costs?

We have compiled information on shipping costs under “Shipping”.

Which shipping methods do you offer?

We have compiled information on shipping methods under “Shipping”.

What happens if not all articles are available immediately?

To protect the environment and to reduce packaging and transport costs, we send your order in a complete delivery (unless otherwise agreed).

Can I have it delivered to a packstation?

The delivery to a packstation is not possible.

Is cash on delivery possible?

No, cash on delivery is no longer possible.

What should I do if my shipment does not arrive or the whereabouts of the goods are unclear?

If your order does not reach you within the specified shipping date or if the whereabouts of the goods are unclear, please contact us by e-mail or telephone. We will take care of it as soon as possible.

Can I have my order sent to a different delivery address?

You have the possibility to enter a different delivery address during the purchase process.

Who should I inform if goods are missing or my parcel is damaged?

If the package arrives damaged and/or goods are missing, please contact our customer service immediately.

How long does it take until my order arrives?

We have summarised our delivery times for you under the item “Shipping”.

Is an express delivery possible?

If you would like an express delivery, please contact us. We will check in each individual case whether an express delivery is possible for an additional charge.

Questions about return | revocation | complaint
What can I do if my article is defective or damaged?

Our employees make every effort to ensure that the ordered goods reach you quickly, undamaged and complete. Unfortunately, however, it can also happen that the goods are damaged, e.g. due to transport. Should this be the case, please contact us immediately.

Can I return goods ordered by mistake?

Should you wish to return goods ordered by mistake, you can exercise your right of revocation as a consumer.

How can I cancel my order?

If you want to change your order later or cancel it completely, please contact us. Please contact us immediately via our contact form or by phone via our hotline.