Here you will find answers to the most frequently asked questions.
Q: Are some products really free of charge?
You are probably wondering why we offer free Product for a short time?
I'll tell you why: Because there is no better advertising than word of mouth!
Instead of spending a lot of money on advertising, we decided to give a limited number of our product to our customers for free - especially when we change our assortment for the new season.
By your satisfaction and your recommendation to friends and relatives, we get more customers.
Everything you need to do: To cover a small part of our shipping and handling costs.
A real win-win situation for all of us!
Because this campaign is so successful, the delivery time for our Products is currently about 1-3 weeks.
Q: How to place an order?
Discount CodesTo apply a discount code during offers and promotions when checking out on a mobile device, proceed to Checkout and click 'Show Order Summary' near the top of your screen. A drop down will appear for you to type in your code and click 'Apply'. Please note that only one discount code can be applied to an order at any time.
Q: How much are the shipping costs?
Q: What are logistics costs?
Q: Why do I have to pay shipping costs for every single product?
Q: What are the delivery times?
The shipping time is approx. 1-3 weeks (also under each product). We therefore ask for patience, in rare cases it may take 5 weeks.
Delivery times vary according to location, and are estimated below:
United States: 1-3 weeks from dispatch
Canada, Australia & New Zealand: 2-4 weeks from dispatch
United Kingdom & Europe: 2-4 weeks from dispatch
Central/South America: 2-4 weeks from dispatch
Asia & Rest of World: 2-4 weeks from dispatch.
Processing time: Items will ship within 2-7 business days.
We do our best to ship as soon as possible and often you will receive your order much sooner.
However please note that we cannot guarantee delivery times and in the rare case of unforeseen issues with courier or logistics delivery may take up to 6 weeks. Since the products are currently free to have, the rush is naturally very large, so it takes a little longer than usual. Additionally it can take a little longer due to customs controls or holidays. But it is definitely always worth waiting!
You will receive several emails from us about your shipment, including a shipment number where you can track your package your Order on our page - this can sometimes take a few days, so please be patient.
Q: I only received one item from my order. Wheres the rest?
At waldkoenig.de we have multiple warehouses worldwide, so which items you have ordered will determine where your order is shipped from. Some items are shipped from our offices while others are shipped to you directly from the artisans in their country of origin. When ordering more than one item these may be sent out in separate packages at no additional cost. Each shipment is given a unique tracking numbers and you will be notified via our automated tracking system. If you receive part of your order first don't worry as the rest will be on it's way!
Q: How do i track my order?
Once your order has been shipped, you will receive a confirmation email with your shipping details and a tracking number which you can use to track your order here.
It can take a day or so for the tracking status to sync and show upon our tracking system. So if it shows as pending don’t worry, your items are on their way and we advise you to check back in a day or so.
Please note, as the most shipping is free, tracking may not always be available for all products to all regions.
Q: When do I have to transfer the money?
You must transfer the outstanding amount before we ship the goods to you.
If we don`t receive the Payment we cannot sent the Products to you. Please note that slow payment can lead to delayed shipping.
Q: Are you fake/cheaters? I don't trust yo!
We work together with different payment providers, such as PayPal, Sofort-Überweisung, Stripe, Klarna etc..
They would immediately block us if our customers did not receive your order. So please don't worry, we run a serious business.
Q: How the 100% Satisfaction Guarantee work?
If after receiving your completed order, you are not satisfied with our Products for any reason, please contact us immediately and we will either correct the situation or provide a refund, your choice.
If you would like a refund, simply contact us within 30 days of receiving the goods.
Please understand that we cannot take back used products.
Q: Where the Products come from?
Our Products Store in different Warehouse worldwide. We look for the fastest shipping method depending on your place of residence. Since this process happens automatically we can not tell you in advance from where the goods will be dispatched. For some products you can choose the shipping location yourself.
Q: What Payment types are accepted?
We accept debit or credit card payments, including Visa, Mastercard and American Express through our trusted and encrypted payment processor - Stripe® Payments. You can also pay via PayPal, Klarna, Apple/Google Pay, Bank transfer and Crypto Currency`s. Your payment information is only used for the transaction in question and not stored.
At waldkoenig.de our products are priced in USD. Our store supports 7 currencies, allowing you to browse and checkout in your own currency. If your currency is not supported please contact the waldkoenig Support.
Q: Customer & Duties
Deliveries may be subject to import duties and taxes, which are set by your country's local customs office. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments. Refunds will not be given on packages that are refused or delayed due to unpaid taxes or duties.
Q: Order cancellations
All sales are final after dispatch. However you may cancel your order (once accepted by us) for any reason, up until the point of dispatch. If you do cancel the contract within this time you will incur a 10% cancellation fee to cover restocking fees and the charges assessed to us for refunds by credit card providers. Payments made by you will be refunded within 30 days.
Q: I Don't receive my goods after a long waiting period
If your goods have still not arrived after 5 weeks at the latest, please let us know. We will take care of it immediately.
Internally we can check whether it has arrived or not.
Q: Refund Policy & Returns
Our policy lasts 30 days. Your item must be unused and returned in its original packaging in the same condition that you received it. You are required to notify us if your wish to return your item by contacting us at firstname.lastname@example.org and we will provide you with a returns reference number and further instructions. Once this period has expired, we are unable to offer a refund or exchange.
Along with your returned item please also include the original order number, your name, delivery address and the reason for returning. Returns must be sent to our address in Germany, or our offices in the US. The cost of returning the item is the responsibility of the customer and is non-refundable. We recommend the use of a trackable service for returns as we are unable to refund items that fail to reach us.
Refunds will be given for the following:
- The item is significantly different from that described
- The item is damaged or has defects
-The item has not arrived within the promised delivery period of 8 weeks
We reserve the right to refuse the return or refund of items when they do not meet the conditions outlined above.
In the case of a faulty, incorrect or defective item please contact us within 30 days at email@example.com with full details of the fault and include pictures where possible. This does not include general wear and tear. You may return it as outlined above. In some cases, you may be able to keep the item and agree on a partial refund.
We strive for 100% customer satisfaction, therefore if your item doesn't arrive within our promised delivery period of 8 weeks you will be eligible for a full refund. Please note that refunds will not be given on packages that are refused or delayed due to unpaid customs taxes or duties, or packages for which the customer has provided an incorrect address. Please double check address details carefully before submitting your order.
Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Exchanges (if applicable)
You are eligible for an exchange if the item is defective, damaged or incorrect. If you would like to exchange your purchase for the same item, please send us an email at firstname.lastname@example.org within 14 days of receiving your purchase. Depending on where you live, the time it will take for your exchanged product to reach you may vary.
We will provide you with return shipping information, please do not send your purchase straight back to the manufacturer. You will be responsible for paying for the shipping costs for the return of your item, unless it is faulty or defective. Shipping costs are unfortunately non-refundable.
Please contact email@example.com with any queries you may have regarding a refund or return.
If you have any further questions please do not hesitate to contact us.