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F.A.Q. : Frequently Asked Questions

I’m unable to find the product I am looking for. What do I do ?

If you are unable to find the product you need, perhaps it is not listed on our site or it has been withdrawn from the market. Please contact us to find a solution.

If the product is unavailable, we can present an equivalent product or an alternative that meets your requirements.

I am unable to pay my order. What is happening ?

When you pay your order, it is important to keep an eye on several things :

  • Does my card have enough credit ?
  • Have I chosen the right card type / payment method ?
  • Are the details you have entered correct ?

If the payment still does not work, we would advise you to try again using a different internet browser or using a private browser window.
To open a private browser window, open the menu top right in your browser and click "New private browser window".

I am unable to enter an order on your site. Can I let you have my order by telephone ?

For security reasons, we do not take orders over the phone.
However, we can guide you through the ordering procedure so you can receive the products you need.

Simply contact Customer Service.

I have not received my order within the time specified. What is happening ?

After you have finalised your order, you will be sent an order tracking link by e-mail. This link will allow you to check the status of your parcel at all times, whilst specifying any delays that may be involved. If you have selected to delivery to a collection point, the tracker will specify when the parcel is available to be picked up.

If there are any problems with the delivery, please contact our Customer Service as quickly as possible. We will do everything possible to resolve the situation and to make sure your order is delivered to you.

I have chosen payment by transfer by mistake. What do I do ?

The orders by transfer are not taken into account as long as the transfer/cheque has not reached us. Moreover, if the order was not paid within 1 month, the order will be automatically deleted. So, disregard your initial order and simply enter a new order.

To re-enter the same order, all you need to do is to: :

  1. Go to the "My account";
  2. Click your last order;
  3. Click "Process an identical order (products and quantities)" at the bottom of the page;
  4. Again follow the normal ordering procedure for the products in your basket.

Where do the customer and product testimonials shown on Deutschland Inkontinenz come from ?

So as to assure our customers that every review is a genuine opinion and rating by a customer who has effectively placed an order, we are using the services of eKomi. eKomi is an independent company that has been tasked to collect and process the opinions of customers regarding the way they experience our site.

As such, when you check out our products or our eKomi authenticity certificate, you can rest safe in the knowledge that our customers are satisfied with the services and products we deliver.