Frequently Asked Questions
Here you'll find answers to the most common questions about ordering, shipping, payment and our products. Can't find your question? Write to us – we're happy to help you personally.
Frequently asked questions
Everything you need to know.
From shipping to quality – the most important answers about shopping with Surpresa Natural.
Write to us at info@surpresanatural.de – we reply personally and quickly.
Which countries do you deliver to?
We deliver to Germany, all EU countries, Norway and Switzerland.
How much is shipping?
Within Germany, shipping is free on orders from €29. Below that, shipping costs a flat €3.90.
How fast is delivery?
We usually ship your order on the same or next working day. Within Germany and to Austria it usually arrives in 1–2 working days, to other countries in 3–5 working days.
Which carrier do you use?
We ship with DHL. As soon as your parcel is on its way, you'll receive an email with tracking.
What happens if I'm not at home when it's delivered?
DHL will leave a notice in your letterbox telling you where to collect the parcel. You have 7 days to pick it up. After that it is returned to us – just get in touch with us.
Which payment methods are available?
You can pay conveniently by PayPal, credit card, Apple Pay, Google Pay, Klarna (including pay by invoice) or bank transfer (prepayment).
How does the money-back guarantee work?
You have 180 days from the date of purchase to test our products at your own pace – you can even send back an opened tub. Please contact us briefly before returning it and we'll refund the purchase price via the same method you used to pay. More about the guarantee
Where are your products made?
We make our products ourselves – as a family-run manufactory in Glinde near Hamburg, since 2011. We source our raw materials exclusively from certified suppliers and check them continuously. In addition, an independent laboratory in Germany tests our products regularly.
Are your products vegan?
Most of our products are vegan. Some contain animal-derived ingredients, such as our omega-3 fish oil capsules or the glucosamine/chondroitin capsules. You'll find details in each product description.
I find capsules hard to swallow – can I open them?
Yes, for most products. We mainly use push-fit capsules that you can open easily and stir the powder into a drink. This isn't possible for capsules with a liquid filling, such as omega 3.
How can I reach you?
Email us at info@surpresanatural.de, call us on +49 40 2385 31 60 or use our contact form. We reply personally and as quickly as possible.