FAQs

In our online store, you can pay securely and conveniently with a credit card, PayPal, Google Pay, or Klarna. For credit card payments, we accept Visa, Mastercard, Maestro, and American Express, among others.

The available payment methods will be displayed during the checkout process.

We offer physical hamam and gift certificates, as well as digital gift certificates.

Our printed gift certificates are elegantly packaged in an envelope and can be picked up in person, shipped to your address, or sent directly to the recipient.

You will receive digital gift certificates by email immediately after purchase.

Our gift certificates are valid for four years from the date of purchase.

Yes, our digital gift certificates can be redeemed for the entire selection in our online store as well as in person at Mathilden Hamam.

No, unfortunately, discount codes cannot be applied retroactively after the order has been placed.

Please enter your discount code in the designated field during checkout before completing your order.

Please call our front desk at 089 554573 or send us a message right here.

You have a 14-day right of withdrawal. As the buyer, you are responsible for the return shipping costs. As soon as we receive your return, we will inspect the merchandise to ensure it is in its original condition.

Once the review is complete, we will refund the amount you paid using the original payment method.

All available products are generally shipped promptly via DHL. Delivery within Germany usually takes 1–3 business days.

We ship our products to many countries within the European Union.

You can check whether delivery to your address is possible right at checkout by entering your country and ZIP code as the shipping address.

Every Wednesday is our Ladies' Day, when the hammam is reserved exclusively for women. On all other days, the hammam is open to both men and women.

The programs and activities are scheduled to run in sequence and, unfortunately, cannot be shortened or rearranged.

To ensure a smooth experience, the massages are scheduled flexibly and may therefore take place slightly earlier or later than indicated in your itinerary. In the meantime, you can relax and enjoy our spa—we’ll come pick you up for your appointment.

Please allow plenty of time!

You can extend your stay at our spa for €10 per hour or part thereof.

To ensure our guests have the best possible relaxation experience,
we accept only a limited number of appointments. Therefore, we recommend reserving your preferred dates up to one week in advance.

A deposit of €50 per person is required to confirm your reservation. You will be asked to pay this when you make your reservation.

If you already have a gift certificate, we can apply €50 per person toward the deposit using the value of the gift certificate.

Rescheduling or (partial) cancellations must be notified at least 24 hours before the appointment. Otherwise, we will retain the deposit paid or deduct the corresponding amount from the value of the gift certificate—regardless of the reason for the no-show (e.g., illness).

We are happy to accommodate special requests when scheduling appointments. If you do not have a specific request, we will assign a massage therapist based on availability.

The traditional hammam has always been regarded as a place for socializing and interaction. At the same time, we want to create an atmosphere of peace and relaxation in our spa.

Therefore, out of consideration for other visitors, we ask our guests to keep their voices down and enjoy the relaxed atmosphere.

Please bring non-slip shower shoes. We will provide you with the traditional pestemal linen towel and bathing supplies. You are welcome to bring your own bathrobe.

All of our guests receive a traditional pestemal—a linen towel—from us. You are free to wear a bikini or swim trunks underneath it.

The pestemal must remain tied around you throughout your entire visit. Our hammam and saunas are not nude areas.

Whether you're alone, as a couple, or with friends—the hammam is one of the most beautiful places to relax and experience our traditional rituals.

To ensure you can fully enjoy your visit to our spa, we recommend that you have a light meal beforehand.

Our spa, featuring a hammam and massage services, is generally ideal for pregnant women. The soothing warmth of the hammam and the gentle massages, in particular ,offer a perfect escape for expectant mothers. However, we recommend that you consult your doctor before your visit.

Children and teenagers aged 12 and older are welcome in our spa and massage area.