Frequently asked questions

Frequently asked questions - FAQ

How can I cancel or change my order?

To do this, please send us a request as quickly as possible using the contact form with the appropriate subject (“cancellation request” or “change of address”) and the order number so that we can process your request before the order is being packed.

In order to ensure the fastest possible shipping, orders (which have already been paid) are automatically sent to our logistics partner within a few minutes, where they are packed as quickly as possible - regardless of our service hours.

Subsequent changes to the order can therefore only be requested by submitting a cancellation request using the contact form, as this will be forwarded directly to our logistics partner and the order may still be withheld. Inquiries without a corresponding subject sent by email or WhatsApp usually cannot be read in a timely manner.

If you would like to cancel an order that has already been paid for and place a new order, please wait until we have confirmed the cancellation of your original order to avoid double shippings.

Thank you!

How can I make an order?

1. Shopping cart

First, select the products you want to order by clicking the “Add to cart” button. This will put your selection into the shopping cart. You can change this selection at any time until you submit your order by changing the number of products, deleting the selection by clicking the “Remove” box or canceling the order process. Clicking the “Checkout” button takes you to the next order step.

2. Checkout

In the second step, please log in to the homepage with your email address and password if you already have a customer account. Otherwise, please register as a new customer or order as a guest. Your data will be collected, processed and used in compliance with data protection regulations (data protection notice). It will not be used for any other purpose or passed on to third parties. If you are already registered, you can now select the shipping method. To do this, click the “Continue” button to go to the next order step.

3. Check billing address / select payment method

Next, check your billing address and enter your desired payment method. Click the “Next” button to go to the next order step.

4. Check shipping address / select shipping method

Now check your shipping address and enter your desired shipping method. Then click the “Next” button to go to the last order step.

5. Complete the order process / terms and conditions and data protection

You will receive an overview of your order: the selected products, the shipping and billing address and your contact details. Check that all the information is correct and please read the general terms and conditions and the cancellation policy carefully. You can only proceed with the order if you agree to the terms and conditions and the data protection declaration (check the box). By clicking the “Buy” button, you send your order to us. You are hereby making a legally binding offer.

My package is damaged on the outside - who should I contact?

Your package and the goods were damaged during shipping? We are very sorry about that!

Externally visible damage to the shipping packaging must be reported directly to the shipping service provider within 7 days, as they are liable for the proper delivery of the shipment.

The best way to do this is as follows:

Download the damage report form from the DHL homepage or contact our customer service
Fill out the form completely - please note: the shipment should be returned to the sender (nutri+) after the damage assessment
Print out the completed form, sign it and hand it in to a DHL branch together with the damaged shipment (including all shipment components)
Please send us the damage report by email so that we can resend the shipment if necessary

Do you have any questions or need help? Then please write to us via contact form.

My delivery is incomplete or incorrect

If an item is missing from your delivery or you have received an incorrect product, please contact our customer service, e.g. via contac form.

For a better processing, please provide your order number if possible. As soon as we receive feedback from our logistics partner, we will get back to you immediately with a suggested solution.

My product is damaged or faulty

We are sorry that you have received a damaged product! Please send us a message via contact form including your order number, a photo showing the damage and a description of the problem so that we can get an accurate picture.

In the event of a complaint, we also need the LOT number and the best before date. As soon as we have checked the case, we will contact you immediately.

Attention: please do not dispose the product for the time being if further analysis is necessary.

Thank you very much!

How can I return products?

You can return unopened products within the 30-day return period. Please note that we cannot cover the costs of the return shipment (for more information, please refer to our Withdrawal policy).

You can either use our Returns processing service or enclose an informal letter with your name and order number with the shipment so that we can allocate your delivery correctly. Please pack the products securely to avoid damage during shipping. We also recommend choosing a shipping option with shipment tracking.

Please send the return to the following address:

LCR Logistik Center Rheinland, c/o Nutrition-Plus Germany e.K., Heidestr. 5, 53340 Meckenheim

How long will it take to refund my return?

As soon as your return has arrived at our warehouse, it will be checked and processed by our logistics partner within 3-5 working days. After the return has been confirmed and approved, the refund will be made to the payment method used (refunds are only possible to the account from which the payment was made).

If you are waiting longer than 10 working days for your refund, please contact us via the contact form, stating your order or invoice number and the product(s) concerned.

How can I track my shipment?

As soon as your parcel has been handed over to DHL, a shipping confirmation with the tracking number will automatically be sent to the email address entered in the order. Alternatively, you can also view the tracking number in your customer account under Orders.

If you have not received an e-mail, please check whether the notification may have ended up in your spam folder.

My payment process was canceled - what now?

If something went wrong with the automatic payment processing and the payment could not be completed, please contact our customer service.

Once the payment has been initiated via the selected payment method, it is unfortunately not yet possible to make a subsequent change in the store.

Mein Zahlungsvorgang wurde abgebrochen - was nun?

Wenn bei der automatischen Zahlungsabwicklung etwas schiefgelaufen ist und die Zahlung nicht durchgeführt werden konnte, setze dich bitte mit unserem Kundenservice
in Verbindung.

Wenn die Zahlung über die gewählte Zahlungsart einmal eingeleitet wurde, ist eine nachträgliche Änderung im Shop aktuell leider noch nicht möglich.

Contact

Salutation*

First name*

Last name*

Your email address*

Phone

Subject*

Comment*

Fields marked with asterisks (*) are required.

Privacy*

By selecting continue you confirm that you have read and agree to our data protection information.

Contact form

Salutation *

Firstname *

Lastname *

Your email *

Your phone

Subject *

Message *

Fields marked with asterisks (*) are required.

By selecting continue you confirm that you have read and agree to our data protection information. *

Hast du bereits eine Bestellung getätigt und möchtest deine Adresse ändern oder die Bestellung stornieren?

Hierzu lasse uns bitte möglichst kurzfristig eine Anfrage über das Kontaktformular mit dem entsprechenden Betreff („Stornierungsanfrage“ oder „Adressänderung“) und der Bestellnummer zukommen, damit wir deine Anfrage noch bearbeiten können, bevor die Bestellung gepackt wird.

Denn um einen möglichst schnellen Versand zu gewährleisten, werden (bereits bezahlte) Bestellungen innerhalb von wenigen Minuten automatisiert an unseren Logistik Partner übermittelt, wo sie – unabhängig von unseren Bürozeiten – schnellstmöglich gepackt werden.

Nachträgliche Änderungen an der Bestellung können daher nur durch eine Stornierungsanfrage über das Kontaktformular angefragt werden, da diese direkt an unseren Logistik-Partner weitergeleitet wird und die Bestellung ggf. noch zurückgehalten werden kann. Anfragen die über E-Mail oder WhatsApp erfolgen, können in der Regel nicht rechtzeitig gelesen werden.

Falls du eine bereits bezahlte Bestellung stornieren und eine neue Bestellung aufgeben möchtest, warte daher bitte zunächst, bis die Stornierung deiner ursprünglichen Bestellung von uns bestätigt wurde.

Vielen Dank!