FAQ
You have a problem with your purchase or a question for us? Then you are right here! Simply search our FAQs for a solution or contact us directly via Facebook Messenger or our contact form.
FAQs - Frequently Asked Questions
In our FAQs you will find immediate help with your order and much more. without having to contact us.
shipping and delivery costs
Where is my package?
The average delivery time is 1-2 working days for standard shipping. For deliveries to Austria, the delivery time is extended by an average of 2 days. All orders are shipped with DHL. You can therefore track the location of your package online at any time. You will receive a separate shipment tracking link from us for each of your orders. If you are not at home, you can use the shipment tracking to see whether your package was handed over to a neighbor or a branch.
How much does the shipping cost?
Shipping within Germany is free for orders over €39. For orders with a goods value below this limit, shipping costs of €3.99 apply. We charge €8.99 for shipping to Austria.
Can I also have my order delivered to a Packstation?
Naturally! When ordering, simply enter the desired Packstation as the delivery address. Please note the following: postal number in the additional address, the word "Packstation" as the street and the number of the Packstation as the house number.
Which countries do you deliver to?
We currently deliver our products to the following countries: Germany and Austria.
payment
How can I pay you?
We offer you the opportunity to place your order conveniently via PayPal, Apple Pay, Google Pay, credit card, SOFORT transfer, Giropay, direct debit, advance payment, EPS transfer or with various cryptocurrencies such as Bitcoin, Bitcoin Cash, Ethereum and many more. to pay. You can select the respective payment option in the ordering process.
Do I receive an invoice from you including VAT?
You will receive an invoice for all your orders with separately shown VAT by email, immediately after receipt of the order.
Are my payments safe at Wenburg?
We attach great importance to the security of your data. All personal data is treated with absolute confidentiality and in accordance with the relevant legal regulations, in particular those of the Federal Data Protection Act (BDSG). Your data in online payment transactions are encrypted using the latest encryption techniques, e.g. B. the Secure Socket Layer (SSL) protected. SSL is a recognized standard protocol that ensures secure data exchange. All of the data you use to place an order is transmitted to us in encrypted form.
How can I redeem my voucher?
You can enter your voucher or discount code directly during the payment process (checkout) in the field provided. Your discount will then be deducted from the total amount. Please note: If your order value falls below €39 after redeeming the voucher, shipping costs to Germany will be incurred (see also shipping and delivery costs).
Can I redeem my voucher later?
Unfortunately, it is not technically possible to assign a voucher to an order that has already been placed.
Can I have my voucher paid out?
Unfortunately, vouchers cannot be paid out.
Return & Refund
An item was damaged in transit. What can I do? Please just send us a short email to info@wenburg.de and we will find a satisfactory solution as soon as possible.
My goods have not arrived or are incomplete. What now?
If your goods have not arrived, please first check your shipment tracking link from DHL or Deutsche Post. In most cases, only the delivery will be delayed. In this case we ask for your patience. If the status of your shipment has not changed after several days or if your shipment has arrived incomplete, please contact us by email info@wenburg.de and we will find a satisfactory solution as soon as possible.
How can I cancel my purchase?
If you are not satisfied with your purchase, you can cancel it within 14 days using the form in the cancellation policy. Then simply send the unwanted item, including the cancellation form, with sufficient postage to the address given there.
When and how do I get my money back?
You will receive your credit immediately after the goods have arrived at our warehouse, using the method you specified as the payment method when placing your order.
What do I have to consider when making a return?
If you still have the goods, please send them back to us in the original packaging with all accessories and with all packaging components. If the original packaging is no longer available, please ensure that the item is protected from transport damage by means of adequate packaging. Please do not send the goods back to us unstamped. Unfortunately, our warehouse cannot accept this.