Customer Service

good-bye S.à r.l.
11A rue Wiltheim
L 5465 Waldbredimus
Telephone: +352 691 98 06 06
Web: www.orangeblue-cosmetics.com
E-Mail: info@orangeblue-cosmetics.com
Authorised representative: Manager Melanie Buhre
VAT: LU 25240905
Registre du Commerce et des Sociétés Luxembourg: B 117423
Register court: Luxembourg
In accordance with Article 5 of the German Telemedia Act (TMG) is responsible for the content:
Melanie Buhre, 11A rue Wiltheim, 5465 Waldbredimus, Luxemburg

Order Status

How do I find out that my order has been placed?
Once good-bye has received your order, we will send you an email as confirmation. In it are listed further details about your order as well as information about the terms of payment in case you would like to pay by bank transfer. As soon as we have received payment from you, we will send you another email informing you that your order is now being processed by us. This email also provides information about the availability of the item(s) and informs you of the delivery time. The status of your order can be checked at any time via your online client account.

What is the status of my order?
When an order is received, an online client account is automatically created. There can you check the status of your order (incl. delivery status) at any time. Until the items you have ordered are shipped, you can change individual order details via your online client account. You can see which particulars you can change via the edit button. If your order is edited or dispatched, we will send you further emails. These will provide information about availability and delivery times.

The client account - What does the client account offer me?
The online client account provides you with round-the-clock information about the status of your order, about the products ordered, their availability and the delivery times. Beyond that, you can also keep track of the current location of the ordered products currently. Depending on your terms of payment, the client account also offers the following possibilities:

Change your delivery or billing address
Change your email address
Re-print invoices
Wholly or partially cancel your order
Register complaints
You can see which particulars you can change via the edit button.

Is it possible to make changes to an order?
Some of the order details – depending on the status of the order – can be changed. You can see which particulars you can change via the edit button. Your online client account also makes it possible for you to check up on the status of your order whenever you want. Do you need help? Then our customer services will be happy to be at your disposal!

How will I be kept informed about the progress of my order?
Firstly, you will receive an order confirmation email from us, with instructions for the handling of payment. When paying by credit card – your order is processed immediately. When paying in advance – upon receipt of payment, you will receive an email confirming its receipt, which will contain details of your order as well as information about the availability of the products ordered and the delivery times. You should receive this email within three to five working days of making your payment or within 24 hours when paying by credit card. Should this not be the case, please contact the good-bye customer centre. If you want to pay with your credit card, it is possible that we will require additional documents for your bank in order to make sure that the order is accepted. Should this be the case, we will contact you via email. After we have dispatched the products ordered, you will receive a dispatch confirmation email. In it you will find the expected delivery time as well as additional information with which your order can be checked on. We will inform you where possible via email or telephone if we need additional information for processing your order, or if any delivery problems arise. In rare cases it can occur that supply problems arise, products are out of stock or that we have to undertake an update of our products.

What can I do if I have received neither order placement confirmation nor order confirmation nor a shipment notice?
Please check that you entered your email address correctly when placing your order, as they are easy to mistype. And: please check that emails from good-bye have not accidentally been forwarded to your spam folder.

What happens if good-bye has to change my order?
In exceptional cases, it is possible that there will be supply problems or that some items will be out of stock. We will attempt to inform you as quickly as possible about possible delays or changes. Information about these procedures can also be found on your client account.

Terms of payment

You have a choice between various terms of payment.

Payment per bank transfer
Payment per credit card
Payment per PayPal

Payment per bank transfer
We can process your order only after payment and booking. With payments via bank transfer, the expected time this will take is three to five additional working days. In order to prevent delays to your payment, mark the order number as the reason for payment on the transfer form. This number can be found on your order placement confirmation email.

Please transfer the amount due to:
good-bye S.à r.l.
LU94 0099 7801 9259 1709
CCRALULLXXX
name of bank: Raiffeisen Bank
address of bank: 6, op der Kopp Zone d'activités Jongebësch - L 5544 Remich

If payment is not received within the 30 calendar days after the order is placed, the order will be automatically cancelled.

How long does it take to process the payment?
After you have completed your payment according to the directions in the order placement confirmation email, it will take three to five working days for good-bye to receive the payment. Upon receipt of payment, we will begin processing your order. Please always enter the exact amount and the order number to avoid delays. As soon as we have received your payment, we will send you an email confirming its receipt.

How can I avoid unnecessary delays?
Follow the directions in the order placement confirmation email. It is important that you provide the reference number when paying. Please take care to transfer the exact amount, incl. VAT and shipping costs where necessary.

When will my order start to be processed?
As soon as we have received your payment, you will receive an order confirmation email from us. We will then start to process your order, compile the products and to make them ready for shipment. As soon as the products have been shipped, we will send you a shipment confirmation email.

Is it possible to change the billing address?
As long as you have not received an order confirmation email, you can change your billing address. After you have paid, however, it is unfortunately no longer possible to change it.

How do I cancel an order?
If your payment has not yet been initiated, it is possible to cancel your order by telephoning customer services or via your online client account. If you have already paid for your order and wish to cancel it, we will have to wait for the receipt of your payment before we can cancel. In that case, good-bye will require your bank details (incl. IBAN and SWIFT-Code), in order to refund your payment. If no payment is received for your order, it will be automatically cancelled after 30 days.

Payment via credit card
good-bye prefers payment by credit card. Reason: credit cards make immediate processing of the order possible and thus a very quick delivery. Should the delivery address and the card-holder’s billing address not be identical, either good-bye or your bank will require additional information for security reasons. If this is the case, processing can be delayed. After the funds have been released, good-bye will begin to process your order. The release itself usually takes only a few hours.

Which credit cards are accepted?
We accept MasterCard and VISA.

Is it possible to change a payment method once it has been chosen?
After you have placed an order with good-bye it is unfortunately no longer possible to change the payment method. If you want to do this anyway, you will have to first cancel your order – and then enter the desired payment method in a new order.

Warning: If you want to cancel an order that was supposed to have been paid via credit card, it can take up to two days for the payment appropriation to be deleted by your card-provider or bank.

When will my card be debited?
Payment will be requested from your card-provider or bank immediately after your order.

How safe is it to pay by credit card?
We protect your personal data with a secure SSL connection, which encodes your data. SSL (Secure Socket Layer) is the highest possible level of security currently in use on the internet.

Can I re-use my credit card for a payment if it has been rejected?
If your order is not accepted online, please double-check that you have entered your credit card details correctly and repeat the order process. If the difficulties continue please contact your credit card provider or bank.

If you have already cancelled your order, it can unfortunately no longer be reactivated.

Is it possible to change my billing address?
Your billing address is that registered at your credit card provider or bank. Please be careful when placing your order that you always enter your billing address correctly.

After your order has been accepted by good-bye, it is no longer possible for you to change your billing address. Reason: your credit card provider or bank has already approved its use.

Is it a problem if the delivery and billing addresses are not identical?
If you would like to pay with a credit card and your billing and delivery addresses are not identical, it is possible that additional documents will be requested before the processing of the order can proceed.

Can I use a foreign credit card for my order?
Most worldwide credit cards are accepted by goodbye.

It is possible that you will be asked for additional documents before good-bye can process your order.

Payment via PayPal
If you wish to pay by Paypal, you are automatically redirected to the PayPal website during the order process. After logging in, you can confirm the payment. We debit the amount via credit card, direct debit, credit or Giropay, depending on which means of payment you use for PayPal. Payments may also be made with PayPal credit. If you do not have a PayPal account, you can create one on the PayPal website.

Shipment & Delivery

How high are the delivery costs?
Shipping costs for private customers using standard parcel services in the European Union, including Switzerland and Norway, are determined as follows:
Weight / Standard delivery
up to 2 kg / EUR 0.00
up to 5 kg / EUR 10.00
up to 10kg / EUR 15.00
up to 20kg / EUR 20.00

Shipping costs for private customers using standard parcel services outside of the European Union are determined as follows:
Weight / Standard delivery
up to 2 kg / EUR 15.00
up to 5 kg / EUR 25.00
up to 10kg / EUR 47.00
up to 20kg / EUR 66.00

By which parcel service will be order be delivered?
All orders will be delivered by Fedex during working hours. You will be asked to confirm the receipt of the products. You can keep track of your order at any time via your online client account.

When should I expect my order to be delivered?
As soon as your order has been given to the carrying agent, you will receive a shipment notice via email. We endeavor to make delivery as quick as possible for you. Most packets sent by us will reach you within only 48 hours. If you ever need it urgently, please contact us for details of the express option with guaranteed 24 hour delivery.

How can I keep track of my order?
You can find current information on the status of your order and its delivery in your online client account. Your packet’s tracking number can also be found in the shipment confirmation email.

I would like to change my delivery address …
If you have not yet received a shipment notice, you can change your details in your online account. Should that not be possible, please contact our customer service!

I will not be at home on the day of the planned delivery …
Since you have to sign to confirm the receipt of your product from our carrying agent, our courier will leave a notification card behind if you are not at home. You can then contact the relevant courier directly to arrange a new delivery within working hours or, alternatively, to change your delivery address.

What happens if my order is lost or damaged?
In the case of problems with the delivery of your order, good-bye will take up direct contact to the relevant courier in order to solve the problem as quickly as possible and spare you any unnecessary inconvenience. We will do everything we can to contact you and will keep you informed about the progress of our inquiries. If necessary, we will replace your order. If you have already received your order and you notice that the products are damaged, please contact our customer service immediately.

Security & Privacy Policy

How secure is my personal data?
We protect your personal data with a secure SSL connection, which encodes your data. SSL (Secure Socket Layer) is the highest possible level of security currently in use on the internet.

Do I have to log-out of the good-bye store?
Logging-out is not necessary. After 30 minutes of inactivity, you will be automatically logged off. For your security, you will have to log in again for each new purchase or to update your details.

Privacy Policy
 of Good-Bye S.à.r.l. for the use of the orangeblue-cosmetics.com online shop


Complaints & Returns

Please note that only unused and in original packaged goods can be returned!

Right of cancellation
Notice of rights of cancellation for private customers in the European Union:
You have the right to cancel this agreement within 14 days without stating any reasons. The cancellation period amounts to 14 (fourteen) days from the date on which you or a third party determined by you, who is not the carrier, has taken the goods into their possession.

In order to execute your right of cancellation, you must inform us:
good-bye S.à r.l.
11A rue Wiltheim
L 5465 Waldbredimus
Telephone: +352 691 98 06 06
info@orangeblue-cosmetics.com

by means of a clear declaration (e.g. a letter sent by post, fax or e-mail) on your decision to cancel this agreement. You may also complete and submit the template cancellation form electronically or another clear declaration on our website (http://www.orangeblue-cosmetics.com). If you use this option, we will immediately submit to you a confirmation of receipt of such a cancellation (e.g. by e-mail). In order to comply with the cancellation period, it is sufficient to send a notice of execution of the cancellation right before expiry of the cancellation period.

Consequences of cancellation
If you cancel this agreement, we must repay to you all amounts which we received from you, including shipping costs (except for additional costs incurred because you selected a type of delivery other than the favorable standard delivery offered by us) without delay and no later than 14 (fourteen) days from the day on which we received the notice of your cancellation of this agreement. For this repayment, we use the same means of payment which you used for the original transaction; in no case will we charge you fees for this repayment.

We may withhold repayments until we received the goods back. You must pay compensation to us in the case of deterioration of goods and any utilisation (e.g. benefits from use) which cannot be surrendered in whole or only partially or in a worse condition. You must send or hand over the goods to us without delay and, in any case, no later than fourteen days from the day on which you give us notice of cancellation of this agreement. The period is deemed to have been complied with if you submit the goods before the period of fourteen days has expired.

You bear the direct costs of return of goods. You must pay compensation to us in the case of deterioration of goods and any utilisation (e.g. benefits from use) which cannot be surrendered in whole or only partially or in a worse condition. You must pay for any deterioration of the goods only if such deterioration was caused a handling of them which is not necessary for checking the quality, features and functioning of the goods.

A right of cancellation, as stated above, does not apply to the following statutory exceptions pursuant to § 312 d (4) Civil Code:
Shipping sealed goods which cannot be returned for health protection or hygiene reasons if the sealing was removed after delivery. The same applies to goods which cannot be returned due to the quality of which or which spoil quickly or the expiration date would be exceeded.
End of cancellation policy

Is it possible to cancel an order?
To find out whether you can cancel an order, you should first check on your online client account. There you can find out whether the products have already been shipped. If the products you have ordered have not yet been shipped, you can cancel the order via your client account. If the products are being prepared for shipping or have already been shipped, please be patient until you have received the products and then agree a return with us. In order to do that, please contact the good-bye team directly or use your online client account. Please bear in mind that you may incur shipping costs when returning products.

How can I return products?
You can arrange product returns via your online client account. Please contact us if you want to return an order entirely or in part. In that case, you should have the following information ready:

your online order number
your complete address
your telephone number, mobile if appropriate
We will then give you an RMA number for the return. Please mark this number clearly on the packing of the returned item(s). In this way, the process can be completed as quickly as possible.

What is the return address?
After previous RMA request, please use the following return address:
good-bye S.à r.l.
11A rue Wiltheim
L 5465 Waldbredimus
Telephone: +352 691 98 06 06
Web: www.orangeblue-cosmetics.com
E-Mail: info@orangeblue-cosmetics.com
Authorised representative: Manager Melanie Buhre
VAT: LU 25240905
Registre du Commerce et des Sociétés Luxembourg: B 117423
Register court: Luxembourg
In accordance with Article 5 of the German Telemedia Act (TMG) is responsible for the content:
Melanie Buhre, 11A rue Wiltheim, 5465 Waldbredimus, Luxemburg

How long does it take to process?
Your refund will be processed as soon as the returned products have arrived. As a rule, it takes around five to seven working days for the sum to be credited to your account.

What do I have to do if a defective product is delivered?
In that case, please contact our customer services immediately by telephone.

How long does it take to process a refund?
Depending on terms of payment, it can take up to five working days after our processing for a refund to be paid in to your account. When paying by check or bank transfer, you will have to provide us with the information listed below so that we can carry out the refund to your account.

name of the account holder
account number
sort code
bank address
IBAN/BIC

Credit cards are debited immediately after your order is placed. Should you want to cancel before shipment, the sum will be credited via your credit card provider or bank within two days.