Frequently Asked Questions


  • Product issues 
  • Prices 
  • Method of payment / Invoice 
  • Shipping charges 
  • Order changes
  • Returning order
  • Wrong deliveries 
  • Guarantee 
  • User account
  • Newsletter 
  • Subscription to

How can I find the right product for me?

The trained hairdressers from our mother house André Joe Coiffure will gladly advise you professionally and with uttermost competence via phone under 0800 22 66 33 or directly in the shop: you can find us in the ShopVille Plaza in Zurich main station (Mon-Sun: 9.00-20.00). In order to simplify the analysis of your hair type, we recommend you to fill out our hair care form, so that we can answer to your specific needs.

Do the products available on contain silicon?

Some products may contain silicones, however, in case our high-quality products do contain silicones, there are only "good" silicones.
These silicones differ from the silicones contained in products stemming from the “super market”. The "good" silicones in our products can all be washed out.

Are the prices on cheaper than at the hairdressers?

Yes. The prices are on average 20% lower than at the hairdressers. In addition, you benefit from a wide range of over 2000 products, which are not all available in every shop.

I cannot select the payment methods "invoice". What do I have to do?

Case 1: You are a new customer of if our database cannot find you, please choose one of the other payment options. We will then register your address so that you can make your payment via incoice in the future.
Case 2: You are already a customer of Please check if you have fully completed the invoice address. The invoice address must be your home address. In addition, the delivery address cannot differ from the home address where we should send the invoice to.
Case 3: In the case of a negative entry / bad credit at our partner Intrum Justitia, an order cannot be paid via invoice. Questions regarding your entry, please contact Intrum Justitia AG directly at 044 806 56 56 or at

In case of doubt, don’t hesitate to contacting us directly.

Is there a maximum or minimum amount for an order or is the shipping always free of postage?

For orders with a value under CHF 25.- , an additional charge of CHF 5.- will be charged. The delivery with B-Post is free of charge, with A-Post you will be charged an extra delivery cost of CHF 6.-.

Can I change my order after sending it, if I forgot something?

Yes. Since the sending of the order takes place on the same day, if the order arrives at before 4.00 pm, you should inform us as soon as possible of any changes.

Can products be returned?

Return goods will only be accepted if they arrive in their original state * and only until 14 days after you have received the products (see AGBs). Please return the products to the following address with a brief explanation: GmbH
Herostrasse 9
8048 Zürich
If the products have already been paid, we will give you credit in the amount of the invoice upon arrival of the returned products. In case of an order against invoice or advance payment, please give us your IBAN number as well as your bank name and address so we can repay you.
If the products have not been paid yet, you will receive a new invoice from us. According to our General Terms and Conditions, it is possible that we charge a fee for time and efforts caused in case of the return of a complete order.
* electronic products only with intact seal.

What do I do in case of wrong, missing or damaged products?

Please report this to within 14 days. Damaged or incorrectly delivered goods will be replaced immediately at the expense of GmbH. Please contact us for further processing via our contact form.

What should I do in case of a broken device?

Please check the duration of the warranty of the product on its product page. Please return the defective device to us including the completed guarantee form.

Do I need to create a user account before placing an order?

No, an order is possible without prior registration. Your order automatically creates a user account and you will receive the log-in data by e-mail. If the user account is not desired, you can delete it in the settings.

What are the advantages of a user account?

The user account will guide you through the ordering process quickly, several delivery addresses can be saved and it is possible to track your order history. You can also check the status of current orders and easily manage your customer data.

How can I unsubscribe?

Simply unsubscribe to the newsletter via your user account or click on the link at the end of each newsletter.

Will my subscription automatically be extended after expiration of the duration I have chosen?

No, our shampoo subscriptions are not automatically renewed. If you would like to extend your subscription, please contact us.

How can I make changes to my subscription or resign from it?

If you want to make a change to your subscription or resign from it before expiry, please contact us through our contact form.

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