FAQ
1. What payment options are available?
You have the option to pay with PayPal, AmericanExpress, Visa, MasterCard, iDEAL, Klarna, online transfer (SOFORT transfer) and purchase on account (Klarna).
If something doesn't work or you need a different payment provider, you can contact us at any time via our contact form, online chat, phone or email.
2. How long does shipping take and how much does it cost me?
We generally ship in Germany, Austria and Switzerland with DHL. If we commission another shipping partner, you will receive the relevant shipment information in good time.
The standard delivery time is currently 1 - 3 working days in the regions mentioned above. The costs for this are 5.90 euros in Germany, 8.90 euros in Austria and 16.99 euros in Switzerland.
For express shipping (only in Germany), the standard shipping delivery time is approximately 1 - 2 working days and costs a total of 14.99 euros.
3. I received an email saying that something went wrong with my payment?
If this is the case, we apologize for the delay.
Normally, we receive a notification from our payment service providers and will contact you within 24 hours. If we have not contacted you within 24 hours, please contact us at info@wellow.de.
4. Do you also deliver the goods abroad?
The shipping regions refer to Germany, Austria and Switzerland. We do not currently deliver to other countries.
5. How many days do I have to return the item?
You can cancel the purchase contract within 14 days of receiving the goods. You can find more detailed information at www.wellow-shop.de/widerruf.
We also offer a satisfaction guarantee. If you are not satisfied with our products, you can return the products to us within 30 days of receiving the order and receive your full money back. You only have to pay the return shipping costs.
6. What is a satisfaction guarantee?
We offer our customers a satisfaction guarantee. This means that if you are not satisfied with our products, you can return the products to us within 30 days of receiving the order and receive your full money back. You only have to pay the return shipping costs.
7. How can I cancel an order?
If you have a user account in our shop, you can easily cancel your order under "My Orders".
If you don't have an account, just send us an email with your order number and order date. We will respond as quickly as possible.
However, you can only cancel your order until the goods have left our warehouse.
8. Can I track my shipment?
After you have received an email from us that your order has left our warehouse, we will send you the tracking number. You can use this number to track the order online with the respective shipping service provider.
9. Is my data safe?
We will of course treat your data with the utmost confidentiality. Our SLL certification also guarantees secure data processing.
10. What is the process for returns?
You must fill this out manually and send it to us with the products you want to return. You will also find instructions on the return slip.
After 1-2 working days we will process your return and you will receive a response via email.
11. What are the advantages of a customer account?
- Exclusive content and discounts
- Overview of all your orders
- Tracking your shipments
- Create a watchlist for our products
- Connect with other Wellow customers
- Deposit payments and shipping for quick shopping
- Writing blog comments