Douglas Customer Help: Orders, Returns, and Account Management

What to Do if Your Package Is Not Complete

If your order does not arrive as expected:

1. Verify your order: Check your personal customer account to ensure all items are listed. Some products may be shipped from different warehouses, arriving in separate packages. Items shipped via Douglas partners may also result in multiple deliveries.

2. Check shipping confirmations: Each package will have a separate shipping confirmation email. Ensure all items are listed and account for varying delivery speeds.

3. Track your shipment: Customers with an account can track orders directly in their account. Orders without an account can be tracked via the link: Shipment tracking without customer account.

4. Quick support: Use the digital chat assistant for fast help with order issues.

5. Contact customer service: Provide your order number, article numbers, and a brief description of missing items.

If the package is damaged externally, please refuse delivery from the courier.

How to Return an Order

• Return period: Within 14 days of receipt

• Online return slip: Request online for convenience and environmental savings

• Free returns: Only with prepaid return label; otherwise, postage costs are at your expense

Return instructions:

• Return items in their original packaging and complete sets

• Include the quantity of returned items on the return form

• Attach the prepaid return label

Return to a Douglas store:

• Free for all online orders (except items from marketplace partners or paid via Klarna/PayPal)

• Bring the delivery note or digital invoice (available in your account under "My orders")

Managing Your Account and Address

• Update personal data: Change or delete personal and address data in your account under "Data"

• Beauty Card addresses: Changes do not affect the postal address of Douglas Beauty Card or Premium; contact card@douglas.de for assistance

Placing an Order

Step 1 – Sign Up:

• Log in with an existing customer account or order as a guest

Step 2 – Customer data & delivery options:

• Enter or verify your address and email

• Choose a different delivery address if needed (e.g., gifts)

• Save addresses in your personal address book for future orders

Step 3 – Payment method:

• Select your preferred method (credit card, PayPal, Douglas Card, etc.)

• Payment is secure via SSL encryption

Step 4 – Check your order:

• Review all order details

• Confirm by clicking Order Now

• An order number and confirmation email will be sent

Order as a company:

• Enter your company name and VAT ID for business orders

• Private orders to company addresses should use the "Address addition" field

Delivery Options

• Click & Collect: Pick up your order at any Douglas perfumery

• Post offices & Packstations: Delivery to DHL Packstations or Hermes parcel shops is available

• Absence at delivery: Parcels left at local post offices are available for 7 days; notification cards are provided

Canceling an Order

• Orders can be canceled at any time in My Douglas if the order is not yet “in progress”

Payment Confirmation

• Confirmation email sent upon receipt of payment

• Check your spam folder if necessary

This article provides a comprehensive overview of Douglas’ order, return, and account management procedures, helping customers navigate common questions efficiently.

Douglas Quick Guide: Orders, Returns, and Account