FAQ

As soon as your order has been processed, you will receive a shipping confirmation including a tracking link, which you can use to track the shipping status.

Why hasn't my order been shipped yet?

Please give us some time to prepare your order for shipping. We usually ship orders the following working day, but some orders may take a little longer.

Can I change when and how my parcel will be delivered?

Our shipping partner DHL will always send you a parcel notification email. You can use this to specify your preferred delivery location, e.g. a parcel store, or change the delivery day.

What happens if I am not there on the first delivery attempt?

If the parcel carrier doesn't find you, you can use the tracking function to see whether your parcel has been left with a neighbor or at a branch, for example. In some cases, a new delivery attempt will also be made.

My parcel should have arrived already!

Please check the shipment tracking to see whether the parcel has been handed in to a neighbor or a post office. Smaller parcels could be in your letterbox. If the shipping status has not changed for 5 days, please contact us via our contact form.

Shipping is handled by our shipping partners DHL and Deutsche Post.

Shipping within Germany is FREE from 50 € and climate-friendly thanks to DHL GoGreen.
Find out more about DHL GoGreen here >

We will inform you about shipping costs to other countries in the checkout area.

Shipping to a Packstation or a post office is no problem. The delivery address should be entered as follows:

Street & house number = e.g. Packstation 123 or Post Office 123

2nd address line = DHL postal number

Casida does not only ship within Germany. Parcels are shipped to Germany, Austria, Switzerland, Ireland, Croatia, France, Italy, Spain, the Netherlands, Belgium, Bulgaria, the Czech Republic, Estonia, Denmark, Lithuania, Malta, Greece, Hungary, Cyprus and Finland.

We also deliver our goods to Great Britain, the United States, China, Russia, Australia, Canada, New Zealand, Hong Kong, Taiwan, Japan, Korea and many more.

Shipping costs of 4.95 € apply within Germany. From a value of 50 € shipping is FREE for you and climate-friendly thanks to DHL GoGreen.

Shipping to Austria costs a flat rate of 5.95 €.

Shipping to Switzerland costs a flat rate of 8.00 €.

Shipping within Europe costs a flat rate of 8.00 €.

Shipping to Ireland costs a flat rate of 12.00 €.

We also deliver our goods to Great Britain, the United States, China, Russia, Australia, Canada, New Zealand, Hong Kong, Taiwan, Japan, Korea and many more.

Shipping to these countries costs a flat rate of 14 €. In some countries, import fees or customs duties may apply, which are borne by you.

If you need the package urgently, you can have it delivered to a local pharmacy near you today. To do this, you can select the "Local pharmacy" button directly on the product page and choose a pharmacy near you. Please note that this order must first be confirmed by the pharmacy.

Alternatively, you can order the desired product by calling your pharmacy using the PZN (Pharmaceutical Central Number). You can find the PZN on the product page.

DHL delivery times within the EU are 2-7 working days. If your parcel is sent to a country outside the EU, delivery times of 3 to 8 weeks may occur.

You can order Casida products from any pharmacy in Germany and pick them up on site. You can find out how this works here.

At the Central Apotheke in Werdau, Saxony, you can buy all our products on site and get advice thanks to our close cooperation.

If only the packaging is damaged but the items are intact, we do not need any information from you.

If one or more items in your parcel are damaged, a damage report must be submitted to DHL. We ask you to contact us via the contact form. We will then explain the next steps to you.

Your order has been carefully packed for you by hand. Unfortunately, errors cannot be ruled out. If your order arrives incomplete or incorrectly packed, please write to us using our contact form.

We will arrange for subsequent delivery or an exchange as quickly as possible.

If you are not satisfied with the quality or effect of the product, we offer you a 30-day money-back guarantee. Please contact us via our contact form and we will find a solution together.

To return an item, please contact us directly. Please state the order number and the item in question.

Please use the contact form.

As soon as we have received and checked your return, the purchase amount will be credited to you via your chosen payment method.

You have the right to withdraw from the contract within fourteen days without giving any reason. You can find all the information and the withdrawal form you need to fill out here

The return costs are borne by you. You can choose the shipping service provider yourself.

If an error on our part leads to a return (e.g. incorrect delivery), we will provide you with a return label for the free return.

There are various reasons why you may not be able to select your preferred payment method. Below we list the most common reasons:

• Delivery address and billing address do not match. If you want to have your order delivered to a DHL Packstation, in rare cases this may prevent you from paying by invoice.
• The combination of name and address could not be found. This may be the case in the event of spelling mistakes, relocation, marriage or change of address.
• There is still an outstanding amount for another order via the selected payment service provider.

As soon as we have received your return, the goods must be checked by us. The purchase amount will then be credited to you via your chosen payment method. This process takes approx. two working days from receipt of the return.

Once we have received your order, you will receive an order confirmation by email. If you need an invoice, you can simply request one from us using the contact form.

You can choose to pay by PayPal, instant bank transfer (Klarna), invoice (Klarna), credit card (via Stripe) or prepayment.

If you wish to cancel or change your order, please contact customer service directly. Please always state your order number.

Please use the contact form.

Phone: 03761 7608015

In rare cases, the order confirmation email may have been delivered to your spam folder or completely blocked by your email provider. If you are unsure whether we have received your order, you are welcome to contact our customer service at bestellung@casida.de.

If you notice the error shortly after placing your order, please contact us directly and inform us of the change. Please use the contact form.

Telephone: 03761 7608015

In the event that your order has already been dispatched, the address can no longer be changed. We will receive the shipment back after a few working days and then contact you.

We kindly ask you to notify us via one of the contact options.

Telephone: 03761 7608015

To process your request, please provide us with the order number and the name or item number of the incorrect item. We will be happy to take care of it.

When you have finished selecting the products for your order, you can go to the shopping cart. All the products you have selected are listed there. Below the list you will find a voucher code field. To activate the voucher code, simply click on the "Apply voucher" button to the right of it.

No. For financial accounting reasons, it is not possible to change the order process retrospectively. This is because such changes could affect accounting accuracy, tax implications, stock levels, inventory management and data security. Our aim is to guarantee you a smooth and secure shopping experience, and it is therefore important that completed orders can no longer be changed. If you have any questions or concerns, please do not hesitate to contact our customer service team.

There is probably a restriction on the discount code you have entered that prevents it from being applied. As a rule, our discount codes cannot be used on already reduced items, special offers and vouchers. If you are unsure what the problem is, please contact our customer service via the contact form.

Feel free to contact us by email at info@casida.de or by phone to clarify any individual or product-related questions. Our team of pharmacists and alternative practitioners will advise you personally from Mon - Fri 8 am - 4 pm on + 49 (0)3761 - 7608015

Do you take several Casida products? In our application guide for food supplements you can see all the recommended intake at a glance and find out which combination of food supplements makes sense.

If you have checked the e-mail address you entered again, it is best to also check your spam folder. If there is no email with the discount code there either, please contact our customer service.

E-mail: info@casida.de

You can subscribe to our newsletter directly via the following link.

You can unsubscribe at any time using the unsubscribe link at the bottom of the newsletter or simply send us an e-mail to info@casida.de

If you would like to receive a return label, please write to us using the contact form. We will be happy to take care of it and send you a return label.

If there is no problem with the delivery (e.g. wrong delivery), you are responsible for the return costs. In this case, we will not provide a return label.

Simply log in under My account with your existing data. Under the Account details tab, you can now change your password, your e-mail address or your name

Simply log in under My account with your e-mail and password. Under the Address tab, you can now edit your billing or delivery address.

This is not a problem and probably happens to everyone. To request a new password, you still need to go to the login area of My Account. After entering your e-mail, you can click on "Forgot your password?" at the bottom right. You will be sent an e-mail in which you can create a new password.

If you decide to delete your customer account with Casida, please contact us by e-mail.

We ask for your understanding that we can only delete your customer account once you have paid for all your orders. In addition, no parcel should be on its way to you or a refund from us to you should be outstanding. If these points are fulfilled, we will delete your customer account immediately.