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Frequently Asked Questions

Where can I choose or delete payment information?

Your payment details can be chosen or deleted under Payment Details. Changes made to your payment methods will not affect orders you have already placed.

How do I add a payment method or select another form of payment?

You can add a new payment method directly during the order process in your shopping cart, or select an already deposited payment method.

What do I do if I wish to subscribe/ unsubscribe?

Under Newsletter you have the option to activate or deactivate your subscription.

How can I change my password?

You can change your password under Settings anytime.

Can I recommend someone to BestSecret?

After your first order you become eligible to recommend someone. Here you can recommend a friend. We will check every recommendation personally. However, we also reserve the right to refuse recommendations.

How can I pay?

BestSecret supports the following methods of payment:

  • Credit Card: Mastercard, VISA, American Express
  • PayPal
  • Direct Debit
  • Purchase on account
  • Online bank transfer

What do I need to know about "Purchase on account"?

You can choose your preferred payment method on the checkout page under "Add/change payment method".
Your billing address is your private address in Germany. Once you have placed an order it is no longer possible to change the delivery address.

You can redeem vouchers with this payment method, but it is not possible to buy gift vouchers using "purchase on account".

If your "purchase on account" payment is rejected, we advise you to please check the correct spelling of your details. If you continue to be rejected, please select a different payment method.

You will receive your invoice by email immediately after your order has been dispatched. You can access your invoice at any time after we have shipped your order under "Orders & Returns" in your account.

All payment details (bank details and payment deadline) are shown in the payment information that you receive by email from AfterPay after your order has been dispatched. To ensure the correct booking of your payment, we kindly ask you to enter the payment reference as stated on the invoice.

If you return a product, you will receive an adjusted invoice upon the completed processing of the return.

We will send you a confirmation email as soon as we have received your payment.
If you have any questions about your invoice and/or payment, you can contact us by email at: [email protected]

How long are items reserved in my shopping cart?

Your shopping cart is reserved for 30 minutes. Should you terminate the session, we will try to restore your shopping cart as soon as you login to the site again. We can restore your shopping cart as long as items are still available.

How do I know if my order has been placed successfully?

Shortly after completing the checkout process, you will receive an email confirmation from us. Here you can check your orders.

How long does delivery take?

Delivery time can take up to 3 working days from receipt of the order. You will be informed by email, immediately after your order has left our warehouse. You can also see the status of your order under Orders and Returns. A click on "Track delivery" will take you directly to the delivery status. In addition, you have the option to receive notifications on the actual status of your delivery from our shipping partner. This option can be changed at any time under Password and Contact Information.

How will my parcel be shipped?

We use DHL for our deliveries. You can check the status of your package under Orders and Returns. Shipping charges are as follows:

Country Shipping fee Delivery time
Germany 5,00 EUR 2-3 working days
Your returns are free of charge. Please follow the instructions under Orders and Returns.

Can I choose a faster delivery with an express service?

We don’t offer this service at this moment. Delivery takes up to 3 working days.

Can I have my orders delivered to a DHL Packstation?

In order to use this service, you have to be a registered customer of DHL Packstation. Please enter your PostNummer into the field „Additional address“ and enter Packstation or Postfiliale and the number of the Packstation or Filiale into the field „Street“, respectively. You can find your PostNummer on your DHL Goldcard.

Name: Your name
Additional address: Your PostNummer
Street: Packstation 123 or Postfiliale 123
Postcode/Town: Postcode and town of Packstation or Postfiliale

Note that for larger orders that exceed the maximum size DHL may not be able to deliver the package into the Packstation. You can find more information about the DHL Services here:

Can I have orders delivered to my office address?

You may receive orders to your business address. Please remember to include the name of the company in the additional address field. Your name, is always automatically added onto the shipping label.

How can I modify an order?

Unfortunately we do not have the administrative capability to edit and remove items from an order once it has been submitted. Therefore, we kindly ask you to place a new order and create a return for the order you would like to modify.

I have placed several orders. Can you merge them into one order?

Our system is set up in a way that allows fast processing and delivery times. Therefore we are not able to merge orders into one parcel.

How can I cancel my order?

Changed your mind? As long as the order is still in progress, you can easily cancel: Under "Orders & Returns", the option "Cancel" is still available a few minutes after the order. If this function is missing, the cancellation is no longer possible. Once you have cancelled the order, we will confirm by e-mail. If you have used vouchers, they will automatically be deposited back into your account after repayment.

Is it possible to exchange an item?

We do not offer an exchange service as our items are limited in availability. You can create a return label and send the item back to us. We will try to process your refund as soon as possible. However, in case you need a different size, you can place a new order.

Can I ship products to a different country?

Due to licence restrictions we do not support cross border shipping. Consequently we only ship to your country of registration.

I have received a voucher and redeemed it in an order. What happens to the voucher if I want to return something from this order?

After processing the return, the voucher will be reassigned to you again in your account under Vouchers. Please note, this does not include discount vouchers. Discount vouchers cannot be re-issued or be converted into a gift voucher. Please keep in mind, that some type of vouchers may only be valid for a certain period of time and bound to a minimum turnover. Remaining credit balance can’t be disbursed.

I forgot to redeem the voucher with my last order

Vouchers have to be redeemed during your order process. After you have ordered we are not able to deduct the voucher for you manually.

Can I return merchandise that I do not like or that doesn‘t fit?

We understand that sometimes something simply doesn’t fit. In this case, you can return the items within 14 days.
Returning an item is very simple. Under "Orders & Returns" you can click on "Create return" in order to set up a return. After creation you can easily print the return slip and the return-shipping label. Returns are free of charge.
A limitation of your cancellation rights as per § 11 of our Terms and Conditions is not connected with the above provisions.

Can I include items from different orders together in one return parcel?

In order to ensure rapid processing of your returns, we request that returns from different orders are always sent separately and returned to us with the corresponding withdrawal form and return label.

Will I get my money back?

Yes. The value of the returned items will be credited to your selected method of payment.

How long does the processing of refunds take?

The processing time depends on your bank. However, you should expect an approximate processing time of up to 2 weeks. Currently, we are working on a solution, which will allow reimbursement immediately after receipt of shipment.
Once your return is processed, you will be notified by email. By then the amount will be paid out in our next payment run. Repayment is always made to the method chosen for the original payment.

What should I do if items have been damaged during the delivery or are missing?

Please get in touch immediately with our Customer Service.

Whom can I contact if an item is defective?

We apologise for any inconvenience caused. Please select the relevant order and then follow the instructions on the complaints form.

Is it also possible to shop at BestSecret | Schustermann & Borenstein as a BestSecret customer?

As a BestSecret member holding at least silver status, you have the option to shop in our stores. Upon receipt of the silver status, a digital card will be added to your account. If you prefer a physical card, you can request it when you visit the store. If you ever lose the silver status, your card will automatically become invalid.

Is membership free?

Membership is free and there are no minimum purchase requirements.