• Standard shipping to Germany is FREE.
  Shipping to Austria is also free.
  We will inform you about this in the checkout area. We will also inform you about the expected delivery time of your order in the order overview - however, this time may vary depending on the items selected and the shipping method.
• You can select express shipping when completing your order for a small additional charge. Your package will arrive within 1-2 working days.

Delivery always takes place from Monday to Saturday with our shipping partners DHL, Deutsche Post and GO! Express. When you complete your order, we will show you how long your package is expected to arrive.

Where can I have my order delivered to?

Your desired address
DHL packing stations
DHL parcel shops

Delivery:
Our standard delivery is FREE to Germany and Austria

Return:
The costs for return shipping must be borne by the customer.

Have you already ordered but the address is incorrect?
If the order is not yet packed, please feel free to contact us and inform us of the change. We will then try to implement this.

For this we send a request to our logistics team.

Unfortunately, we cannot guarantee that the change can still be made.

If you do not receive your order, please contact us directly and we will of course be happy to send it out again.

We are sorry if you received a damaged package.

Are the items ordered intact?
If only the package was damaged and you want to send something back, you can simply use packaging of your choice for the return. Please use the return documents that you receive via our returns portal - this will send the return to the correct address.

We ask for your understanding that we cannot replace damaged shipping material.

Is an item damaged or missing during shipping?
For this, a damage report to DHL is required. Please send us photos of the packaging via office@woowood.eu and tell us your order number. We will then explain to you how to proceed.

• Germany
• Austria

If you would like to order from Switzerland, you can find our products on Amazon.de, for example

We are currently developing our supply chains and will be able to deliver to other European countries very soon.

Your item is defective or damaged?

We're sorry. Please submit a complaint: office@woowood.eu We ask for as complete information as possible so that we can quickly examine your complaint.

1. You first fill out the sample return form (template), enter your order number, what you are returning, what your email address is and so on. The more you provide in the form, the faster and easier the return will be for you and of course for us too.
2. Send us the return form by email to office@woowood.eu
3. We will then provide you with a delivery address to which you can send the item you want to return.
4. As soon as we receive the shipment, we will immediately refund the costs.

After checking the return, we will immediately refund the amount using the payment method you previously chose. With some payment providers this process can take 1-3 business days. We ask for your understanding here.

You can return your item to us within 14 days of receiving the goods.

You can find all details about the cancellation policy in our cancellation policy.

We currently offer almost all available payment methods:

These include:

• American Express
• VISA
• maestro
• UnionPay
• Apple Pay
• Google Pay
• ShopPay
• Paypal
• eps
• Klarna

Your return will always be credited according to the payment method you chose when ordering.

When will I receive confirmation of my return?
After we receive your return, we will check what you sent back. Please allow up to 2 business days for us to confirm your return.

This is how the purchase amount is credited depending on the payment method:

Credit card:
The credit will be credited back to the credit card account we debited. You will be able to see the chargeback on your next credit card statement. It may happen that the chargeback date on it is the same as the payment date.

PayPal:
The credit will be credited to the PayPal account you use. You can decide for yourself in PayPal whether the amount will be deposited into your PayPal account or returned to your bank account.

Klara:
We will forward your refund to Klarna and then refund it there using your payment method.

More:
We will forward your refund to the payment provider and credit it to your account.

You will receive your invoice in your order confirmation sent by email.

If you no longer have this email, please feel free to contact our colleagues in support. We would be happy to help you here.

If you have more questions or would like to share suggestions, just send us an email to: office@woowood.eu