Free Shipping (Germany & Austria)

FAQs

Welcome to our FAQ, we are so happy to have you here and as an art lover.
We have tried to answer the most common questions.

Shipping & Delivery

Below are some common questions about shipping and delivery

Is the shipping of my order free of charge?

Yes, shipping your order to Germany and Austria is free of charge, regardless of the order value. We do not offer express shipping. For delivery to other countries, shipping costs apply, which will be displayed at checkout.

How long does it take for my order to arrive?

Your order will typically be delivered within 2-4 business days within the EU. However, there may be minor delays on occasion.

How can I track my order?

As soon as your order is shipped, you will receive an email from us with a tracking link. It may take up to 24 hours for this link to activate. We exclusively ship through DHL and GEL, allowing you to track your shipment until delivery. If you are not home at the time of delivery, the package will be forwarded to a nearby parcel shop, about which you will be informed via email.

What can I do if my order is delayed or does not arrive?

If your order is delayed or does not arrive, please first check the status of your shipment via the tracking link we sent you. If the tracking has not been updated for more than 5 business days or you need further assistance, please contact our customer service with your order number.

To which countries do you deliver?

We deliver our products throughout the European Union and to selected third countries. A complete list of countries can be found during the order process.

Do shipping fees also apply to the delivery of vouchers?

No, there are no shipping costs for vouchers. They are available to you immediately after purchase and payment.

Are there any special considerations for shipping larger formats?

Yes, special shipping conditions and costs may apply to large-format items. These products require careful packaging to ensure safe transport. For more details, please contact our customer service.

Orders

Below are some of are common questions about orders

How do I know that my order has been received?

After completing your order, we will immediately send you an order confirmation via email. If you do not find it in your inbox within a few minutes, please also check your spam folder. Additionally, ensure that the provided email address is correct.

What happens if I entered incorrect data?

If you realize that you have made accidental incorrect entries in your order, whether it's your address, name, or email, it's crucial that you contact us as soon as possible. We can make the changes as long as your order has not yet been prepared for shipping or shipped. Please send us an email at hello@stilwand.shop with the correct details and your order number.

Can I make changes to the order after purchase?

Once your order has been placed, we are generally unable to make changes as we promptly begin processing to ensure quick delivery. For urgent matters regarding modifications or cancellations, please contact us as soon as possible via email.

Can I cancel the order after making a purchase?

If you change your mind and wish to cancel your order before it has been shipped, please contact us immediately. We can only cancel an order if it has not yet entered the shipping process. Use the contact details found in your order confirmation for this purpose.

Can I have my products customized?

With us, you have the opportunity to personalize many of our products. This includes, among other things, changing formats, adding texts, or customizing designs. Check out our product page for all available options or contact us directly to learn more about special customization possibilities.

Returns & Complaints

Below are some common questions about returns, complaints and exchanges

How do I register a return?

If you wish to return an order to us, please start by sending an email to hello@stilwand.shop. In this email, include your order number, your name, the email address you used for the purchase, the reasons for the return, and the products you wish to return. We will then inform you of the next steps and the return address.

What should I do if my package is damaged upon arrival?

If you receive a damaged delivery, we ask you to contact our customer service immediately. It would be helpful if you could send us photos of the damaged product as well as the packaging, to better assess the damage and quickly find a solution for you.

What should I do if I do not pick up my package from the parcel service?

For packages that are not picked up and are returned to us, we must charge a fee of 29 euros to cover our costs for shipping and packaging.

Will I be reimbursed for the shipping costs of returns?

As the customer, you bear the cost of the return. Please ensure that the return is securely packaged and shipped to ensure a damage-free arrival.

How long does it take for a refund to be processed?

After we have received and processed your return, the refund will be made within 14 days. You will be informed about the status of your refund via email.

Which items cannot be returned?

Please note that personalized or custom-made products are excluded from exchange.

How do I receive my refund?

The refund will be issued to the payment method used for the purchase. If you paid by credit card and it involves a partial refund, the refund will be processed through your bank account.

Where can I check the status of my return?

Once we have processed your return, we will send you a confirmation email. If you do not receive a response after some time, please do not hesitate to contact our customer service.

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