FAQ

Choose a topic to read the answers to the most frequently asked questions.

  1. Order and payment
  2. Shipping and delivery
  3. Damaged and wrong products
  4. Cancellation and refunds
  5. Intake and dosage
  6. Ingredients and allergies

1. Order and payment

    1.1. How do I order?

    Select your desired her1 product(s) on the product page and then click on "Add to cart". Click "Checkout" and enter your contact information and delivery address. If you have a voucher or discount code, you can enter it in the desktop view on the same page. In the mobile view, the field for voucher or discount codes is on the "Payment" page.

    In the next step "Shipping" you can enter a different billing address. Then you can select your payment method in the "Payment" section. Check all your details in the next step and complete your order by clicking on "Buy".

    1.2. What payment methods are available?

    We offer several payment methods. You can choose between: 

    • Credit card
    • PayPal
    • Bank transfer (Klarna)
    • Pay later with Klarna
    • Apple / Google Pay

      1.3. How do I use a voucher or discount code?

      In the mobile view, you can enter your voucher or discount code during the checkout process in the "Payment" step before you select your payment method. In the desktop view, you can enter the code in the first step of the checkout process.

      1.4. Info about Pay later with Klarna

      We do everything we can to send your package on time. If there is a delay in delivery, and you do not receive your package before the payment deadline set by Klarna, you have the option to pause your payment with Klarna to avoid unnecessary reminder fees.  

      To do this, log in to your Klarna account, open your order and click the button "Report a problem". Select the option "I did not get my delivery".

      Klarna will then pause your invoice, extend your payment term and send us a complaint.


      2. Shipping and delivery

        2.1 What are the shipping costs?

        There are no shipping costs in any European country, yay! In every non-European country, your order is free of shipping costs if the order value is more than 250 euros. If you order for less than 250 euros from a non-European country, the shipping cost would be 39 euros. They will be displayed during the checkout process as soon as you have entered a delivery address.

        Please also note that we will only ship for free once. If there are problems with the delivery, for example because you have entered the wrong house number, we will have to charge you for resending the parcel. 

        When shipping to countries outside the EU, import taxes, customs duties or handling charges may also apply. These costs are separate from the shipping costs and are charged directly by the shipping service provider.

        2.2 When will my package be sent?

        We do our best to ship your package within three business days. As we want to offer you products that are as fresh as possible and have not been sitting on shelves for months, there may be delays in delivery during busy periods. However, we will always try to give you an approximate delivery date. Please also check your spam folder to see if any of our messages have landed there. You can check the status of your order at any time by clicking on "View order" in your order confirmation email.

        2.3. How can I track my order?

        As soon as we hand over your order to DHL, you will receive an email with your tracking number. Click on the number to track your package directly with DHL. Please note that it can take up to 24 hours for your order to be available in the tracking system. Also check your spam folder to see if our message has landed there.

        2.4. Where is my package? 

        As soon as we hand over your order to DHL, you will receive an email with your tracking number. Click on the number to track your package directly with DHL. Please note that it can take up to 24 hours for your order to be available in the tracking system. Also check your spam folder to see if our message has landed there.

         

        3. Damaged and wrong products

          3.1 I have received the wrong product

          We do everything we can to ensure that you receive exactly the items you ordered. However, if we made a mistake when fulfilling your order, please contact us by e-mail: hello@her.one - we will then make sure that you receive your correct order as quickly as possible.

          3.2 I have received a damaged product

          All her1 orders are carefully packed. However, if something breaks during transport, please contact us by e-mail: hello@her.one - it's best to send us a photo of the damage right away. We will make sure that you receive a new item to compensate for the damage.

           

          4. Cancellation and refunds

            4.1 I would like to cancel my order

            We hope you are happy with our products. If you still want to cancel your order, please contact us at hello@her.one so that we can try to process your cancellation. Please note that we cannot cancel your order if it is already packed. In that case, we would have to initiate a return once your order is delivered. 

            4.2 I want to return an item/my order

            We hope you are happy with our products. If you still want to cancel and return an item, please contact us at hello@her.one so that we can provide you with all return information.

            You don’t need to give a reason for your cancellation, but we are always happy to receive feedback as to why you do not want to try our products. Please note that you would have to pay for the return yourself and we can only accept unopened, original sealed jars and packs.

            Please do not send any unfree/non-franked packages to us, as this will result in unnecessarily high costs, which we will deduct from your refund amount.

            4.3 When do I receive my refund?

            As soon as we have received your package in case of a cancellation, we will process your cancellation immediately, at the latest within 10 working days. As soon as we have refunded your purchase amount, you will receive an email. 

            Depending on the payment method, it may take up to 14 days until the refund is fully processed. Please note that we can only accept returns of unopened, original sealed jars and packs.

            4.4 How will my money be refunded?

            Your purchase amount will be refunded in the same way as you paid. Depending on the payment method, it can take up to 14 days until the refund is fully processed.

             

            5. Intake and dosage

              5.1 How do I take her1 products?

              Inner Beauty: Mix two heaped teaspoons (approx. 10g) of Inner Beauty daily with at least 300 ml of water, coconut water, non-dairy milk or add the powder to a smoothie or yoghurt.

              gut one: The daily dose of gut one is one capsule and is ideally taken in the morning on an empty stomach with enough water.

              Be careful not to mix the powder and the capsules with hot liquids or food. Also, you should wait 30 minutes after taking our products before consuming hot drinks and foods. The probiotics and vitamins are sensitive to heat.

              5.2 Can I combine Inner Beauty and gut one?

              The intake of Inner Beauty and gut one can be combined. However, if it is your first time taking probiotics, we recommend you to take both products alternately because of the high doses of intestinal cultures. One dose of either Inner Beauty or gut one a day is generally enough (that means 2 teaspoons of Inner Beauty or one gut one capsule), preferably in the morning on an empty stomach. When using both products at the same time, you could, for example, proceed on a weekly basis, i.e. one week of Inner Beauty and one week of gut one, or alternate both products on a daily basis. If you want a stronger effect, you can of course take both products at the same time, but please, listen to your body and lower your dose if you experience a reaction.

              5.3 How long should I take her1 products?

              We recommend taking our products for at least 4 weeks on a regular basis in order to notice the effects and to balance the intestinal flora. However, a constant and long-term intake after the first 4 weeks of adaptation is highly recommended and in any case possible.

              5.4 Can men take her1 products?

              Of course! her1 products are suitable for everyone, regardless of gender and age. Unfortunately, almost twice as many women suffer from digestive complaints on a weekly basis compared to men. This is why her1 was initially conceived as a brand of products designed by women for women.

              5.5 Can kids take her1 products?

              Probiotics can also be taken by children. However, the daily dose should be adapted, as it is currently designed for adults. While we recommend a daily dose of Inner Beauty of 2 teaspoons for adults, children should start with a lower dose (0,5-1 teaspoons) and you should pay close attention to their tolerance. In case of intolerance and/or uncertainty, please seek medical advice and stop the intake immediately. As for gut one, given that the daily dose is one capsule per day and therefore cannot be reduced, we would not recommend it for children.

               

              6. Ingredients and allergies

                6.1 What is Beauty Food?

                Beauty Food is ingestible beauty care. Innovative organic food supplements in powder and capsule form, composed of natural plants, fruits, vegetables and special superfood nutrients to support the skin, hair, nails, gut flora and your beauty from the inside out. The her1 Beauty Food supplements have been developed together with nutritionists, medical and food industry experts to naturally nourish the skin, mind and body with highly concentrated nutrients such as antioxidants, lactic acid cultures, phytochemicals, vitamins and minerals.

                6.2 What are food supplements?

                Food supplements are concentrated sources of nutrients (i.e. mineral and vitamins) or other substances with a nutritional or physiological effect that are marketed in “dose” form. A wide range of nutrients and other ingredients might be present in food supplements. Food supplements are intended to correct nutritional deficiencies, maintain an adequate intake of certain nutrients, or to support specific physiological functions.

                In the EU, food supplements are regulated as foods. However, they are subject to special guidelines, e.g. regarding declarations and the freedom of design of the label. Thus, food supplements always show micronutrients (vitamins, minerals, etc.), whereas food products show macronutrients (carbohydrates, sugar, protein, etc.).

                6.3 Why do her1 products count as food supplements?

                As explained in question 6.2, food supplements are concentrated sources of nutrients (i.e. mineral and vitamins) or other substances with a nutritional or physiological effect that are marketed in “dose” form. Our products contain a variety of superfoods and natural ingredients aimed at helping you maintain adequate levels of certain nutrients in your diet, thus making a balanced and healthy life easier for you. All our products are marketed in dose form - just check our recommendations on daily intake for further information!

                Therefore, her1 products fall into the category of food supplements. We ourselves find the word "food supplement" quite daunting. Don’t worry! We have made it our mission to turn the ambiguous and "dusty" food supplement industry around. We stand for honest, natural and transparent products and want to prove that food supplements are better than their reputation.

                6.4 What allergens do her1 products contain?

                Our products are free from allergens such as lactose, gluten or nuts. They are bottled in a factory that also processes soy, fish, shellfish, lactose, gluten, celery, aniseed, mustard, molluscs. According to our bottler, the allergy tests after cleaning show that no traces remain on the machines.

                6.5 Do her1 products contain fructose?

                As a wellness brand & food company, we are unfortunately not allowed to give medical advice but the feedback from our customers who suffer from fructose intolerance is very positive. Most of our products contain only small amounts of naturally fructose-containing foods, such as freeze-dried strawberries.

                6.6 Do her1 products contain gluten?

                All her1 products are free from gluten and gluten-containing cereals. However, our products are bottled in a factory where other foods containing gluten are processed. According to our bottler, the allergen tests after cleaning show that no traces remain on the machines. 

                6.7 Do her1 products contain added sugar?

                All her1 products are made without added sugar. 

                6.8 Are there any side effects?

                All her1 products are food-based and in the vast majority of cases very well tolerated. So far, we are not aware of any side effects. If you experience any unwanted effects, stop taking the product and consult your doctor.

                6.9 I have a severe allergy/disease.

                All her1 products are food-based and in the vast majority of cases very well tolerated. So far, we are not aware of any side effects. If you suffer from a severe allergy or illness, consult your doctor before taking supplements. 

                6.10 How are our products packaged?

                Our products are specially light-protected (UVA and UVB) in a sustainable ultra-violet jar and/or a laminated doypack with aluminium so that the valuable, natural raw materials retain their highly concentrated nutritional value for as long as possible.