Customer Service
Here at House of Christine, it is our most important task to help you along the way. We are therefore ready to help you with questions, large and small, by email, phone, WhatsApp or via our social media channels.
It is very important to us that you get the very best experience here with us and that you feel both safe and listen to when you contact us.
You might be new to this world with hair loss and met with a new everyday life and therefore you are in a vulnerable situation – we are here for you and will do the best we can to help you with your questions.
We are a small, but friendly, team here at House of Christine. The people you meet when you contact us are these sweet people:
Mia
Charlotte
Anette
Heiko
Isabella
If you have signed up for our newsletters through our customer club "Friends of Christine" - then you have probably come across the name 'Mia' before. Mia provides inspiring and helpful tips and tricks in our newsletters, so it may be from here that you recognize her name. It can also be from our live sessions on Facebook, where Mia gives styling tips, recommendations, reveals secrets and creates relationships with you.
Charlotte, Anette and Heiko are there for you by email, WhatsApp or phone. They will be happy to help you with pleasure and great commitment - be it with answers to your questions or with valuable recommendations. You can reach our team during our opening hours: Monday to Thursday between 8.30 am and 5.00 pm and Friday 8.30 am to 4.00 pm CET.
You will meet Isabella when you write with us on Instagram and Facebook. She can help you find answers to both product questions and also help you find the nearest House of Christine dealer in your area. And, then she's just cute and lovely to talk to when you look past our SoMe profiles, or share your picture with us on #friendsofchristine.
Now that you have been introduced to the House of Christine team behind email and phone, we hope you feel welcome to contact us. We are passionate about all that the House of Christine stands for, and we would love to help you.
FAQ
We have tried to make it quick and easy for you by answering the questions below in advance. We hope you find what you are looking for, otherwise you are more than welcome to contact your new friends from House of Christine - we are ready to help with your questions.
ORDER
Order and payment
You complete your order by placing the selected item in the shopping basket and proceeding to the checkout. In the shopping basket you can check your order one last time and make sure that you have selected the items you want. We accept various payment methods. When paying in advance, you transfer the order amount to us in advance. We will dispatch the order immediately upon receipt. If you have ordered with PayPal Maestro, Visa and Mastercard, the payment will only be debited from your account once the item has been dispatched from our warehouse.
Authorisation or reservation of the order amount
If you use a debit or credit card for payment, the amount will be reserved at the time of purchase. This amount remains reserved until we have processed and dispatched your order. Only then will the money be debited from your account or credit card. If you or we cancel the order, the amount will of course not be debited, but the reservation may remain valid for a short period of time.
Gift card / Gift code / Discount code
If you have received a gift card, gift code or discount code, you can redeem it when you place an order at www.houseofchristine.com. The code is redeemed in 3 simple steps:
1. add the desired items to your shopping basket.
2. when you have finished shopping, click on the ‘Use gift card / discount code’ field in the shopping basket.
3. now enter the gift or discount code in the field below and click on ‘Apply’.
If the conditions for the discount are met and the code has been entered correctly, the discount deducted will be displayed in the shopping basket. You can also see that your total amount has been reduced accordingly and you can therefore submit your order. It is not possible to combine multiple discount codes or other codes entered in the discount code field in the shopping basket. Therefore, if you have received two different codes, you cannot use them for the same purchase in the shop.
Is it safe to shop at www.houseofchristine.com?
You can feel completely secure when you shop in our webshop. We encrypt all your card information using the so-called SSL protocol (Secure Socket Layer). This means that unauthorised persons cannot read your card number or other information during the transaction. However, House of Christine reserves the right to have the purchase amount paid by bank transfer. We will never pass on your personal details to third parties unless you have given us permission to do so.
I am not able to finalise an order - what can I do?
Contact us by email, phone or WhatsApp. We will be happy to see together how we can help you to complete your purchase in our online shop.
Individual parts that I have received have been reduced in the meantime. What can I do?
We have ongoing campaigns in which we offer our products at a discount for a certain period of time. Unfortunately, we cannot offer you any compensation for this. However, you always have the option of using the cancellation period within 30 days (see Shipping and Returns).
I can't find the product I want - what can I do?
Please have relevant information about the product such as name, model number (example: 1000-0231) or a detailed product description ready and contact us by email, phone or WhatsApp.
Can I get a discount from you?
A discount is possible for loyal regular customers or if you are currently in training or studying - contact us by email, phone or WhatsApp for your enquiry.
Can I try on the headwear on site at the company?
Following our reorganisation, it is unfortunately no longer possible to try on headwear on site. You are welcome to have all our products conveniently and easily delivered to your home and, if they do not fulfil your expectations, you can return them free of charge within 30 days.
SHIPPING
When will you dispatch my order?
Orders placed before 01.00 pm on Mondays to Fridays are usually processed and dispatched on the same working day. If we receive your order later, at the weekend or on public holidays, we will dispatch it on the following working day.
When will I receive my order?
You can find detailed information on the expected delivery times depending on the country/region under Shipping & Returns. However, House of Christine reserves the right to sell out items and delay delivery times.
What does it cost to deliver my goods and how are they delivered?
Delivery is subject to shipping costs per delivery address and selected shipping method. If the value of your order at House of Christine exceeds €100.00 and your delivery address is within the EU, we offer free standard shipping. Please note that if you choose express delivery, regardless of the order value, there will always be a delivery charge.
We reserve the right to cancel orders for delivery areas where there are additional costs associated with working with our shipping company. This applies to countries or regions such as the Canary Islands, Corsica and others.
I have not received a dispatch confirmation email - has my item been dispatched?
Please contact us by email, phone or WhatsApp. We will be happy to check the status of your order and the consignment number so that you can track your eagerly awaited parcel.
RETURNS
How do I return an item?
You have a 30-day right of cancellation once you have received your goods. Would you like to cancel your purchase? Please complete the enclosed returns form so that we can process your return more quickly. The item must be returned in its original packaging and in the same condition as when you received it. In the case of delivery to a German address, a stamped and addressed parcel label is also enclosed. For returns from abroad, please contact us. Further information and details can be found here.
How can I exchange products?
If you wish to exchange one item for another, please return the product within 30 days and purchase the desired new item in the shop. If you make use of your right of cancellation, the price of the item and the shipping costs will be refunded as soon as we have received and checked the item. If you need a product that is sold out in the shop, you can call or write to us at any time. We will be happy to check whether we can still make the item available for you.
CLAIM & COMPLAINT
How do I complain about a defective product?
Of course, the warranty law also applies to purchases from House of Christine. Despite strict quality controls, it can of course happen that a product has a defect. Please contact us immediately with your complaint. We will then inform you about the further processing.
It will usually be necessary to send in the item for inspection. Please include sufficient information about the fault with the return to facilitate processing. Please also enclose a copy of the invoice or order confirmation.
If, after receiving and examining the complaint, we determine that it is justified and that the defect is not due to incorrect use of the product or other harmful behaviour, we will replace the product or refund the purchase amount, depending on the availability of the item in question.
What to do if an item is missing from the parcel or is incorrect?
If an item is missing from your parcel or we have delivered the wrong item, please contact our customer service team urgently by email, phone or WhatsApp.
The parcel is damaged on delivery. What can I do?
If your parcel is delivered with damage to the packaging or the item, please also contact our customer service immediately to have the circumstances and a settlement checked.
What general options do I have in the event of a complaint?
We hope that you will contact us as soon as possible in the event of a complaint. We are happy to help as quickly as possible to find a satisfactory solution for all parties.
However, a complaint about a product or service purchased from us can be made at any time via the European Commission's online complaints portal. Go to http://ec.europa.eu/odr and enter our e-mail address info@houseofchristine.com.