Frequently Asked Questions
Order
How do I place an order?
How do I place an order?
Add your favourite products to your basket and follow the checkout steps – done. You don't need a customer account. After your purchase, you'll immediately receive an order confirmation by email with your order number and all the details.
What happens after I place my order?
What happens after I place my order?
You'll receive two emails: the order confirmation straight after purchase, and the dispatch confirmation with tracking once your parcel is on its way. You can use the link in the dispatch confirmation to see where your parcel is at any time.
Can I cancel or change my order?
Can I cancel or change my order?
Yes, as long as it hasn't been packed yet. Contact us via chat as soon as possible with your order number. If your order is already on its way, you can simply return it once it arrives.
I received a wrong or unordered item.
I received a wrong or unordered item.
We're sorry – we'll sort this out quickly. Message us via chat with your order number and a photo of the item. We'll review your case and find a solution. If we've confirmed that the wrong item was delivered, we'll of course cover the return costs.
Will a sold-out item be back in stock soon?
Will a sold-out item be back in stock soon?
Our range is growing week by week. If a product is out of stock or no longer listed, just ask us via chat. We'll tell you honestly whether and when it's coming back, and will be happy to recommend an alternative.
Shipping & Delivery
Where is my package?
Where is my package?
You can check the latest status at any time using the tracking link in your dispatch confirmation.
Please note: it can take a few hours for tracking to become active after the dispatch confirmation. If tracking says your parcel has been delivered but you can't find it, check with neighbours and in safe places, then wait one working day – sometimes parcels are scanned too early. After that: open the chat and we'll investigate for you.
How long does delivery take?
How long does delivery take?
Usually 2 to 4 working days within Germany. You can see the estimated delivery time for your item on the product page and at checkout. Deliveries abroad take a little longer.
What does shipping cost?
What does shipping cost?
Standard delivery within Germany from €5.99. Exact delivery costs depend on the weight, size and shipping class of your items and are shown at checkout before payment. We currently offer free delivery within Germany for orders over €59 and parcels up to 20 kg. Heavier shipments from 20 kg are charged according to the heavy goods rates; the exact amount is shown at checkout before payment.
Deliveries within the EU and internationally: delivery options and costs depend on the destination country and your basket, and are also shown at checkout. Full details: Delivery & Payment.
Which countries do you ship to?
Which countries do you ship to?
To Germany, the EU and other countries that you can select at checkout.
Please note: deliveries outside the EU (for example to Switzerland) may incur additional customs duties, import taxes and handling fees. These are not included in the purchase price and are charged on delivery by the carrier or customs authorities.
Can I have it delivered to a parcel shop or a packing station?
Can I have it delivered to a parcel shop or a packing station?
We currently ship with DPD, so delivery to a DHL Packstation isn't possible. You can easily redirect your parcel instead: use the link in your dispatch confirmation to choose a nearby DPD Pickup parcel shop or a preferred delivery day.
My package arrived damaged.
My package arrived damaged.
We're sorry – we'll look into this straight away. Please take photos of the packaging and contents and send them to us via chat with your order number. Often, only the packaging is affected and the item itself is undamaged. We'll review your case quickly and find the right solution together.
Will my order arrive in multiple packages?
Will my order arrive in multiple packages?
It's possible, depending on the size and storage location of the items, and sometimes because different delivery partners are used. You'll receive a separate dispatch confirmation with its own tracking details for each part-delivery. You won't incur any extra delivery costs, of course.
Returns, Exchanges & Refunds
How do I return items?
How do I return items?
Start your return via our returns portal or directly via chat:
- Open the returns portal or open the chat and provide your order number and the item
- You'll receive one or more return labels, each with the correct return address (items may come from different warehouses)
- Attach the label to the parcel, drop it off and keep the proof of postage
Never send goods to our registered address on your own initiative; always use the address on your return label.
How long do I have to withdraw?
How long do I have to withdraw?
You have a 14-day right to cancel from the date you receive your goods. Notify us within this period, most quickly via our online “cancel contract” function or via chat. Once your return has been confirmed and you have your return label, you have 30 days to drop off the parcel.
Please note: For hygiene reasons, unsealed cosmetics and personal care products cannot be returned. Full details: Right of cancellation.
Can I exchange items?
Can I exchange items?
Direct exchanges aren't available, but the solution is just as easy: register your return within 14 days via our returns portal or via chat, then simply reorder your preferred version. That's the quickest way to receive it. Once your return is confirmed and you have your return label, you have 30 days to send it back.
What does return shipping cost?
What does return shipping cost?
For cancellations, you cover the return costs. A standard return using our return label usually costs €4,99. It may cost more for heavy or bulky items; you'll see the exact amount before the return label is created, and it will be deducted from your refund. If we've confirmed a complaint, for example due to a defect or wrong item received, we'll cover the costs. Non-parcelable, bulky goods will be collected by arrangement; we'll discuss the details with you in chat.
When will I get my money back?
When will I get my money back?
Once we've received and checked your return, we'll automatically refund your original payment method. If you cancel the entire order, we'll also refund the cheapest standard delivery cost for your order.
Please note: Depending on your bank, it may take another 3 to 5 working days after approval for the amount to appear in your account. Still nothing after that? Contact us via chat.
An item is defective. What now?
An item is defective. What now?
No problem – that's what the statutory warranty is for. Describe the problem to us via chat, ideally with a photo and your order number. We'll review your case quickly. If we've confirmed a defect, we'll replace the item or refund the purchase price, and of course we'll cover the return costs.
Payment
What payment methods are available?
What payment methods are available?
You can pay with:
- Credit and debit cards (Visa, Mastercard, American Express, Maestro, UnionPay)
- PayPal
- Klarna
- Apple Pay, Google Pay and Shop Pay
All payments are processed securely through certified payment providers. The options available to you are shown at checkout.
Can I pay by invoice?
Can I pay by invoice?
Yes, depending on availability, Klarna lets you pay after receiving your order. Select Klarna at checkout to see the options available to you.
When will my money be debited?
When will my money be debited?
For cards, PayPal and wallets, payment is taken when you complete your order. With Klarna, the payment terms shown by Klarna at checkout apply.
Where can I find my invoice?
Where can I find my invoice?
You'll automatically receive your invoice by email. Can't find it? Open the chat and we'll send it again.
How do I redeem a voucher or discount code?
How do I redeem a voucher or discount code?
Enter your code in the “Discount code or gift card” field at checkout. Then tap “Apply”. The amount will be deducted immediately.
One discount code can be used per order. You can also redeem a gift voucher. If your voucher is worth more than the order, the remaining balance will be kept as credit. You can view your remaining balance via the credit link in the voucher email. Full details are set out in the voucher terms.
What are the terms of the newsletter welcome discount?
What are the terms of the newsletter welcome discount?
As a new newsletter subscriber, you’ll receive 10% off your next order. The discount applies to orders over €70 and can be used once per person. You can use one discount code per order, and also redeem a gift voucher.
You can unsubscribe from the newsletter at any time. The unsubscribe link is at the end of every email. Full details are set out in the voucher terms.
How do I buy a gift voucher?
How do I buy a gift voucher?
On the gift voucher page, choose an amount of €25, €50, €100 or €150. We’ll send the voucher digitally by email, either to you or directly to the recipient. It has no expiry date and can be combined with discount codes.
What are the terms for discount codes and gift vouchers?
What are the terms for discount codes and gift vouchers?
One discount code can be used per order. You can also redeem a gift voucher. Here are all the terms at a glance.
Welcome discount
- 10% off your next order
- on orders over €70
- once per person
- for new newsletter subscribers only
- cannot be combined with another discount code, but can be combined with a gift voucher
Discount codes
- Enter the code in the “Discount code or gift card” field at checkout.
- One discount code can be used per order.
Gift vouchers
- Value of €25, €50, €100 or €150, sent digitally by email
- Redeem at checkout in the “Discount code or gift card” field
- If your voucher is worth more than the order, the remaining balance will be kept as credit
- Can be combined with discount codes
- No expiry date; the statutory limitation period of three years applies, starting at the end of the year in which the voucher was purchased
- No cash payment
Free delivery
- within Germany on orders over €59, after discount codes have been deducted
- for parcels up to 20 kg
For more information on delivery and payment, see Delivery & Payment.
Account & Data
Do I need a customer account?
Do I need a customer account?
No, you can also order without an account. With an account, you can see all your orders, returns and addresses at a glance.
How do I log in? I don't have a password.
How do I log in? I don't have a password.
We don't use passwords, so there's nothing to forget. Go to taiga.green/account and enter your email address. You'll immediately receive a six-digit code by email and you're in.
How do I change my details or unsubscribe from the newsletter?
How do I change my details or unsubscribe from the newsletter?
You can change your addresses and profile details directly in your customer account. Unsubscribe from our newsletter with one click using the unsubscribe link in any email. For anything else, such as a new email address or a data access request: open the chat and we'll take care of it.
Taiga & Products
What does Taiga stand for?
What does Taiga stand for?
Taiga is your curated shop for more conscious living: we personally check and select every product. Instead of an endless range, you'll find a selection you can trust, from natural cosmetics and kitchenware to bedroom essentials. Find out more in the Conscious Living Magazine.
What does the Taiga Eco Rating mean?
What does the Taiga Eco Rating mean?
Our Eco Rating shows you at a glance how a product performs in terms of materials, production and durability. We explain the criteria behind it transparently on the Eco Rating page.
What do the seals and certificates mean?
What do the seals and certificates mean?
We explain all the labels you find in our shop in our labels overview. This way, you'll know exactly what GOTS, Fairtrade and the rest stand for.
Was your question not among them?
What's the quickest way to reach you?
What's the quickest way to reach you?
That's when we're here for you personally. Open the chat and describe your query; including your order number is the quickest way. We'll reply quickly and directly.