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. The exact delivery cost depends on the weight, size and shipping class of your items and will be shown at checkout before payment. We currently offer free delivery within Germany on orders of €99 or more.
Deliveries to 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 discount or gift code?
How do I redeem a discount or gift code?
You'll find the code field at checkout. Enter and apply it, and the discount will be deducted straight away.
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.
