FAQ & Help
Do you have questions about your order, our products, or our philosophy? Please visit our FAQ section. Here you'll find answers to many frequently asked questions!
Everything about your order:
Why are your products sometimes sold out?
Where is my order?
As soon as your package is on its way, you'll receive a separate shipping confirmation and a tracking link. This way, you'll know exactly where your package is and when you can finally get your hands on it. If you haven't received this email yet, your order hasn't been shipped yet. But don't worry, we'll process it as soon as possible. Information about your order will soon be available in your customer account under the order overview.
Please note that for deliveries outside of Germany or Austria, your tracking link will only be available once the shipment has arrived in your region. For deliveries to Switzerland, you will receive the tracking link once the shipment has arrived in your region.
If you still need help, please contact us here .
How can I change, cancel, or report a problem with my order?
Oh dear! We're happy to help. While your order is still being processed, we can still make changes to your address or cancel your order. Please contact us at info@bythewayofwater.com. Please have your order number ready.
What payment options are available?
You can pay us as follows:
Payment via Paypal
Payment by credit card (Visa, Mastercard, American Express)
Payment via Amazon Pay
Payment via Klarna Pay Now
Payment Klarna Purchase on account
How much does shipping cost at WAY OF WATER?
Shipping costs to all countries except Switzerland (including VAT):
up to 59.99 euros: 4.90 euros shipping costs
For orders over 60.00 Euro we deliver free of charge
For deliveries outside the European Union, import duties may apply. We are not responsible for any customs charges.
How do I return products?
After receiving your order, you have 30 days to return any products you are not satisfied with. This does not apply to empty, overused products, or samples. Vouchers will only be returned if they are unused and within the scope of the return policy.
If you return one of the products mentioned, we unfortunately cannot offer you a refund.
Please note that any free product gifts included with orders above a certain minimum order value or quantity will be forfeited upon return. In this case, the free product must also be returned; otherwise, we reserve the right to deduct the product value from the refunded amount and retain it.
Unfortunately, returns are no longer possible after 30 days.
We will do our best to process your return as quickly as possible, usually within one week of receipt of the return.
If you have any questions, please send us a message to info@bythewayofwater.
What is the WAY OF WATER satisfaction guarantee?
After receiving your order, you have 30 days to return any products you are not satisfied with.
After you have notified us of the return by email, you have 14 days to send your products back to us.
With our satisfaction guarantee, it doesn't matter if you don't like the product or you can't tolerate it. If you want to return your products within 30 days and inform us beforehand, we will take the products back!
We do not accept returns of empty or excessively used products.
Please note that any free product gifts included with orders above a certain minimum order value or quantity will be forfeited upon return. In this case, the free product must also be returned; otherwise, we reserve the right to deduct the product value from the refunded amount and retain it.
Unfortunately, returns are no longer possible after 30 days.
Vouchers are excluded from the satisfaction guarantee.
Everything about our products:
In what order should the products be used?
In principle, the order of products should always be from water-soluble and thin (serums, gels, concentrates) to fat-soluble and thick (creams and oils).However, individual differences in the skin's "storage capacity" must be taken into account, as not everyone can absorb the same amount of product at once. If a product doesn't absorb even after a longer wait, this is usually a sign that the skin was no longer able to (fully) absorb the product. In this case, you may need to skip a step or reduce the amount of product slightly.
Which products should be avoided during pregnancy and breastfeeding?
All our products are safe to use during pregnancy and breastfeeding. All the best to you during this special time!
To make you feel safe, here are the products you should definitely avoid:
Retinol products
Please do not use retinol products during pregnancy. This is only a precaution, as oral ingestion of large amounts of vitamin A has been linked to possible birth defects. While it has not yet been proven that skincare products can have this effect, we generally believe that some caution can't hurt.
AHA and BHA peeling
In fact, our peeling is so low in concentration that it's considered safe even during pregnancy. However, pregnancy hormones cause skin to change and may react differently to external influences. To be on the safe side, we recommend consulting your dermatologist or gynecologist.
How long do your products last?
Our products have a shelf life of at least 30 months when unopened. Once opened, they should be consumed within 6 months. However, if stored in a relatively dark place, away from significant temperature fluctuations and contamination, they can last even longer.
As long as the smell, consistency and color do not change noticeably, our products can be used without concern.
Why do our products not contain parabens and chemical preservatives?
Because parabens are chemically produced preservatives that kill fungi and bacteria, thus protecting products from contamination. The potential health risks of parabens and other chemical preservatives have not yet been conclusively assessed.
However, natural preservatives in the form of pure oils, good alcohols, or salts are available as alternatives. These have also proven to be quite effective in combating harmful germs.
Pentylene glycol, for example, is also a very effective preservative and isn't officially classified as a preservative. As a dihydric alcohol, pentylene glycol has a skin-conditioning and moisturizing effect. We also package our products in amber glass, which protects them from damaging UV light and oxygen.
Are WAY OF WATER products vegan?
Our products do not contain any animal-derived ingredients . Animal testing has been banned in the EU since 2013. Naturally, our products are not tested on animals.