Help and FAQs

ORDERING

How can I order online?
Online ordering can be completed in four steps.

Step 1 – Shopping cart:
Please check whether you have the correct articles and quantities in your shopping cart.

Step 2 –Your information:
Here you can log into your personal account using your saved email address and password. If you don’t have an account with Käthe Wohlfahrt you can set up a new account as a new customer or continue ordering without an account.

Step 3 –Delivery & payment:
Here you can select your preferred mode of payment. You can also redeem a gift voucher here.

Step 4 –Check and order:
Here you check whether all the information and ordering data entered are correct. If everything is correct then just click “Buy” and the order is complete. Afterwards you will then receive confirmation of your order by email.

Can I also order by phone or email?
You can order by phone using the Service Hotline 0800-4090150 (free of charge from a landline network). You can send your order by email to service@wohlfahrt.com.

Direct order / Online order form
You can also order direct here using the article from the Käthe Wohlfahrt catalogues. Enter the article number and required number on the form. You can find the form here: Online order form.

Can I cancel my order?
The order can still be cancelled as long as your order is not in the dispatch warehouse yet. Please contact our Customer Service for this.

 

PAYMENT

Which payment options are there?
You can pay by credit card, PayPal, advance payment and by invoice in the Käthe Wohlfahrt online shop.

Payment by credit card
You can pay conveniently using the standard credit cards VISA, MasterCard, American Express, JCB and DINERS CLUB.

Payment by PayPal
PayPal is a highly secure payment service which offers a safer, easier way to pay online. Ordering from Käthe Wohlfahrt with PayPal: The only requirement is that the merchandise is on stock in our online shop. If you are already a PayPal account holder, simply log in and carry out the payment. Your oder will processed as soon as we receive notice of the payment, usually within one working day.

Payment by invoice
The most convenient payment option, provided you have good credit: you receive the invoice with the ordered merchandise which you then pay within 14 days. With a different delivery address you receive the invoice by email.

Please transfer the amount to:

Käthe Wohlfahrt KG
IBAN: DE 3960 0100 7000 2458 6705
SWIFT/BIC: PBN KD EFF
Postbank Stuttgart

Please note that you must state your invoice number as the reason for payment when transferring the money.

Advance payment
If you would like to pay in advance, you are sent a separate email with the advance invoice after the order confirmation email. You have 14 calendar days to transfer the invoice amount. The merchandise is reserved for you during this time.
We send you the merchandise as soon as payment is received.


Please transfer the amount to: 

Käthe Wohlfahrt KG
IBAN: DE 3960 0100 7000 2458 6705
SWIFT/BIC: PBN KD EFF
Postbank Stuttgart

Please note that you must state your invoice number as the reason for payment when transferring the money.


DELIVERY

Delivery time
The delivery time for merchandise in stock is:

  • Within Germany approx. 2 – 3 working days
  • Within Europe approx. 5 – 7 working days
  • Rest of theworld approx. 15 – 25 working days

An express delivery service is not currently available.

Which countries does Käthe Wohlfahrt ship to?
From Argentina to Zambia - we currently ship (as of: June 2015) to 57 countries. All the countries are listed in our shipping costs table.

How much are the shipping costs?
Shipping is free with an order amount of EUR 250 or more within Germany and to all EU countries.

With an order amount less than EUR 250, please see the table below for the shipping costs:

Argentina    49,95 €
Australia    46,95 €
Belgium      9,95 €
Bosnia & Herzegovina    34,95 €
Brazil    39,95 €
Bulgaria    24,95 €
Chile    49,95 €
China    39,95 €
Denmark      9,95 €
Germany      3,95 €
Estonia    21,95 €
Finland    14,95 €
France      9,95 €
Georgia    34,95 €
Greece    24,95 €
Hong Kong    39,95 €
Ireland    14,95 €
Iceland    34,95 €
Italy    14,95 €
Japan    39,95 €
Canada    39,95 €
Kazakhstan    46,95 €
Croatia    34,95 €
Latvia    21,95 €
Liechtenstein    24,95 €
Lithuania    21,95 €
Luxembourg      9,95 €
Macedonia    34,95 €
Malta    24,95 €
Mexico    39,95 €
Monaco    21,95 €
New Zealand    46,95 €
Netherlands      9,95 €
Norway    24,95 €
Austria      9,95 €
Poland    21,95 €
Portugal    17,95 €
Puerto Rico    39,95 €
Romania    21,95 €
Russia    46,95 €
Sweden    14,95 €
Switzerland    17,95 €
Serbia    34,95 €
Singapore    49,95 €
Slovakia    21,95 €
Slovenia    21,95 €
Spain    14,95 €
South Africa    49,95 €
South Korea    46,95 €
Taiwan    46,95 €
Czech Republic    21,95 €
Turkey    34,95 €
Ukraine    34,95 €
Hungary    21,95 €
USA    39,95 €
United Kingdom      9,95 €
Cyprus    21,95 €

How is my package shipped?

The merchandise is exclusively shipped by us using the DHL parcel delivery service. Parcels within Germany are delivered by DHL Standard, parcels abroad using the country’s responsible postal service.

How can I track my delivery?
After the merchandise is dispatched, you receive confirmation of shipment by email with the delivery information. In this email there is a tracking number and a link to track to shipment tracking where you can track your parcel’s delivery status.

Will there be additional customs fees?
With deliveries to non-EU countries, additional customs, taxes and charges may apply. We do not have any influence over these.

 

RETURNS

How do I return my merchandise?
You can return the received merchandise without stating a reason by sending it back within 14 days. Once the returns are received you are reimbursed the amount paid within 7 – 14 working days.

Important: Please contact our Customer Service for returns.

We send you a returns label by email or post for returns within Germany. As a result you can return the merchandise to us free of charge.

Outside Germany we ask you to pay for the return costs yourself first of all and then send is the receipt afterwards. Once we have received your returns we will reimburse you the costs.

Important: Express delivery is not possible with returns.

What happens if I have received faulty merchandise?
If possible, pyramids, Schwibbogen, cuckoo clocks and incense smokers are repaired.
If the merchandise cannot be repaired you receive a replacement free of charge.

Please note that we have to send cuckoo clocks and electrical pyramids to the manufacturer. It takes between 6 and 8 weeks to repair them.

If you do not want a replacement you will be reimbursed the purchase price.

Important: Please contact our Customer Service for returns.


KÄTHE WOHLFAHRT CUSTOMER CARD

What are the advantages of the customer card?
There are plenty of advantages for you with the new Käthe Wohlfahrt customer card:

  • With any purchase in our online shop, by phone, in one of our specialist shops or ata German Christmas market your bonus of 3% is immediately credited to your card.
  • Your bonus is always available and can be redeemed again immediately after making a purchase.
  • You can see how much bonus you have on your card at any time using your customercard number and PIN at www.cardsandemotions.de.

How and where can I redeem my bonus?
The bonus can be redeemed at any time in our online shop, by phone, in one of our specialists hops or at a German Christmas market. Please understand that, when choosing the payment method "PayPal" neither the credit on the customer card nor the credit on gift card can be deducted.

 

ONLINE SHOP CUSTOMER ACCOUNT

How do I get a customer account?
You can create a newcustomer account during the ordering process or straight away on the “Open account" page.

How can I change my password?
Please log into your customer account using your current password. There you can find the menu item“Change password”. Here you have the option of changing your old password.

How can I change my billing and delivery address?
Please log into your customer account. There you can find the menu item “Change billing and delivery address”.

Important: If you have already submitted your order and want to change the delivery address afterwards, this is not possible online! In this case, please contact our Customer Service.