FAQ – Your Questions, Our Answers

Yes, the products in our range are CG-safe. If a product does happen to slip through whose ingredients aren’t CG-compliant, we clearly mark this in the ingredient list. 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 hair care products. Just send me an email at rosamaria@lockenkopf.com.

So that I can give you the best possible recommendations, it would be great if you could include a photo of your curls and a brief description of your current routine or any issues you’re having. That way, I can put together a routine tailored just for you.

No, we deliberately decided against using a quiz. Every strand of hair is unique, and I don’t think an automated quiz can address the specific needs of your curls.

I’d rather take the time to advise you personally. Just send me an e , and I’ll be happy to help you put together your hair care products. 

We’ve used the chart (at the very bottom) as a guide for categorizing the products.

If you’re still unsure which product is right for you, feel free to reach out—I’ll help you find the perfect one!

If you selected “Purchase on Account,” payment processing will be handled by Riverty—an independent payment service provider.

The invoice will be sent via email and should reach you no later than five days after your order is shipped. Sometimes this email ends up in the spam folder.

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

The "Purchase on Account" option is handled by a company called Riverty, which is an independent payment service provider and not lockenkopf. You will receive the invoice via email.
Please make your payment to Riverty using only this invoice, and do not pay lockenkopf.

Sure! You can add the product to your wish list, and we'll automatically notify you as soon as it's back in stock.

Orders from lockenkopf.com are shipped daily at 1:00 p.m. 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’ll receive a shipping confirmation via email. There you’ll find a “View My Order” button .

Clicking this button will take you to the tracking page, where you can view the current status of your delivery.

If the status doesn’t change after 2–3 days or the package doesn’t arrive, please contact us—we’ll make sure to track down your order!

If the tracking shows the status "delivered" but you haven't received the package, please contact DHL directly.

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

We're so sorry to hear that! If a product gets damaged during shipping, we'll of course replace it.

Just send us an email with a photo of the damage, and we’ll take care of 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 the package is shipped. If the package cannot be delivered due to an incorrect address, we will unfortunately have to charge you the additional shipping costs for resending it.

Yes, of course you can return unopened products to lockenkopf within 14 days. Please include a note with your name, the 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 not cover return shipping costs.

Return Address

Lockenkopf Returns
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 your order total is subsequently reduced due to a return and the promotion requirements are no longer met:

• the shipping costs originally waived may be charged retroactively,
• and free gifts must be returned or will be charged at their stated value if you keep them.

Example:

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

If your final order total falls below this threshold after the return, your eligibility for the respective promotion will be retroactively revoked.

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

When you create a customer account at lockenkopf, you’ll earn “Lockentaler” for your orders.
Whenever you’ve unlocked a reward, you’ll find it in the bottom right corner of your browser window. Click the “REWARDS” button to copy the codes there and paste them into the designated field at checkout.

Unfortunately, our system does not allow us to apply codes retroactively. 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 at checkout in the field provided.
You'll find it on the right, below your 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)

Our shopping cart gifts cannot be combined with discount codes. If you want to use a code, you should manually remove the shopping cart gifts from your cart first (sometimes you have to remove them twice). You can see in the summary at checkout whether they have been removed—only then should you enter the discount code.