FAQ - Your questions, our answers

Yes, the products in our range are CG-Safe. However, if any product containing ingredients that are not CG-compliant slips into our range, we clearly label it in the list of ingredients. We place great importance on offering products that are free of silicones, sulfates, and other problematic substances.

Of course. I’d be happy to help you choose the right skincare products. Just send me an email at lockenkopf.

So that I can give you the best advice, it would be great if you could send me a photo of your curls and a brief description of your current routine or any issues you're having. That way, I can create a personalized treatment plan for you.

No, we have deliberately decided not to use a questionnaire. Every strand of hair is unique, and I believe that an automated questionnaire doesn't do justice to your hair's individual needs.

I’d rather take the time to advise you personally. Send me an email at and I’ll be happy to help you choose your skincare products.

To categorize the products, we used the overview (at the end) as a guide.

If you're still not sure which product is right for you, please contact me: I'll help you find the right one.

If you have selected "Buy on Credit," your payment will be processed by Riverty, an independent payment service provider.

The invoice will be sent by email and should reach you within five days of placing your order. Sometimes this email ends up in your spam folder.

If you can't find the invoice, please contact us and we'll ask Riverty to resend it to you.

The "buy on account" option is managed by a company called Riverty, which is an independent payment service provider and not lockenkopf. The invoice will be sent to you by email.
Please use this invoice only to transfer money to Riverty, not to lockenkopf.

Of course. You can add the product you want to your wish list, and we'll automatically notify you as soon as it becomes available again.

Orders from lockenkopf.com are shipped daily at 1:00 PM from our warehouse in Germany.
Delivery takes 1–2 business days.
For other countries, 3–5 days

As soon as your package leaves our warehouse, you will receive a shipping confirmation via email. There you will find a "View My Order" button .

This button will take you to the tracking page, where you can view the current status of your shipment.

If the status hasn't changed after 2–3 days or the package hasn't arrived, please contact us—we're sure we can track down your order!

If the tracking shows the status "delivered" but the package has not arrived, please contact DHL directly.

You can use your tracking number to submit an inquiry there.

We're very sorry. If a product is damaged during shipping, we will, of course, replace it for you.

Please send us an email with a photo of the damage, and we'll fix it for you as soon as possible.

Please check the shipping address carefully. If there is an error, please contact us as soon as possible so we can correct the address before shipping. If the package cannot be delivered due to an incorrect address, we will unfortunately have to charge you for the additional shipping costs associated with reshipping it.

Yes, of course you can return unopened products to lockenkopf 14 days. Please include a note with your name, order number, and the word "Return." This way, our warehouse team will know exactly where the package came from and how to process it.

lockenkopf does lockenkopf cover return shipping costs.

Return address

Lockenkopf
c/o Spoondrink GmbH
Altes Feld 17
31749 Auetal, Germany

For this refund, lockenkopf.com will use the same payment method that was used for the original order, unless otherwise expressly agreed.

Our shipping and gift promotions are subject to a minimum order amount.

If the value of your order is subsequently reduced due to a return and the promotion terms are no longer met:

• Shipping costs that were initially waived may be charged retroactively,
• Free gifts must also be returned; otherwise, their value will be deducted from the declared value if they are kept.

Example:

You receive free shipping on orders of €70 or more, or a free item on orders of €90 or more.

If the final value of your order falls below this threshold after the return, your eligibility for the corresponding promotion will be revoked.

Thank you for your understanding—this ensures that our promotions remain fair for all customers

When you open a customer account with lockenkopf, you will receive a "Lockentaler" for your orders.
Once you have activated a reward, you can find it in the browser window, in the bottom right corner, by clicking the "REWARDS" button. There, you can copy the codes and paste them into the designated field at checkout.

Unfortunately, we can no longer retrieve codes from the system. However, if the codes do not have an *expiration date, you can use them again with your next order. Lockentaler codes do not expire. Only the codes from the newsletters (Lockenpost) have an expiration date.

Enter your code in the field provided for that purpose at checkout.
You'll find it on the right, below the shopping cart list, labeled "Gift card or discount code."

Unfortunately, the system does not currently allow you to use multiple codes at the same time.
(Cannot be combined with other offers)

Our shopping cart gifts cannot be combined with discount codes. If you want to use a discount code, you’ll need to manually remove the shopping cart gifts (sometimes you have to remove them twice). At checkout, you’ll be able to see in the summary whether they’ve been removed; only then should you enter the discount code.