FAQs – Frequently Asked Questions

In the Käthe Wohlfahrt online shop, you can pay by credit card, PayPal, advance payment or purchase on account. Please note that purchase on account is only available within Germany. You can also redeem any credit collected on your customer card as well as Käthe Wohlfahrt gift vouchers.

We are sorry if your preferred payment method is not available. We have summarised some possible reasons below. For certain payment methods, we effectively advance the invoice amount until your payment reaches us. We are happy to offer this service to make your order as convenient as possible. However, for every order we must also assess how secure the payment method is for both you and Käthe Wohlfahrt.

Possible reasons why a payment method may not be available:

• The delivery address and billing address do not match. In rare cases, delivery to a DHL Packstation may also exclude payment on account.
• The combination of name and address could not be verified. This may occur because of typing errors, a recent move, marriage or changes to municipal boundaries.
• There is still an outstanding amount from another order. This may simply mean that a bank transfer has not yet been credited to our account or that a return has not yet been processed.
• Like other online shops and platforms, we use independent credit agencies to help us assess creditworthiness. In some cases, the information provided may mean that payment on account cannot be offered for your order.
• When deciding which payment methods can be offered, we also take the overall costs into account. Some payment methods involve higher costs, return rates or risks. We assess each order individually to determine which payment methods are sustainable and commercially viable, and reserve the right not to offer a particular payment method for certain orders.

Please understand that our Customer Service team cannot activate a payment method if it is not offered during checkout. For data protection reasons, our team also cannot see why your preferred payment method is unavailable. Payment options are assessed again for every order, so your preferred method may be available the next time you order.

Unfortunately, this is not possible for technical reasons.

All payment information will be sent to you in a confirmation email after you have completed your order.

Please enter only the order number stated in your confirmation email as the payment reference. Other or additional information may prevent your payment from being assigned correctly to your order or may delay the allocation.

Please enter the voucher code in the “Redeem voucher” field at checkout.

We have selected the most important and commonly required spare parts. If you notice a fault with an item, we recommend resolving it promptly so that your Christmas decoration works properly for the festive season. Our spare parts brochure lists the parts currently available. Depending on availability, spare parts can be ordered by telephone or email through our Customer Service team or directly from our online shop.

As a traditional retailer, Käthe Wohlfahrt offers products from a wide range of manufacturers and sources them through various channels. Our aim is to meet the many different tastes of our customers and to offer the broad product range for which Käthe Wohlfahrt is known.

Following German reunification, Käthe Wohlfahrt established its own design department in Rothenburg ob der Tauber, the Rothenburg Christmas workshop. Here, craftspeople and artists design a wide variety of Christmas decorations to complement the traditional range from the Erzgebirge region. These products can be recognised by the corresponding logo. Once the in-house design process has been completed, Käthe Wohlfahrt works with several long-established companies in the Erzgebirge region that manufacture the items exclusively for Käthe Wohlfahrt.

For some finishing stages, these companies also work with specialist partners, particularly in Eastern Europe. All processes then come together again in Germany for final production. All wooden components are processed in Germany, for example by woodturning. Native woods that have not been treated with wood preservatives are used, and Käthe Wohlfahrt ensures that wood suppliers for products from the Rothenburg Christmas workshop can provide PEFC certification.

To offer the widest possible choice of Christmas decorations, the product range also includes special and fashionable accessories that are not always made in Germany, such as felt Christmas tree decorations and small Father Christmas figures made from polyresin. Around 85% of the overall range available in Käthe Wohlfahrt specialist shops comes from Germany and neighbouring European countries. Approximately 15% consists of imported goods from the Far East and the USA.

Yes, you are of course entitled to the statutory right of cancellation. You may cancel your contractual declaration within 14 days of receiving the goods without giving any reason, either in writing, for example by letter, fax or email, or by returning the purchased goods. For information regarding the costs of returning goods, please refer to the section “Consequences of cancellation” in our cancellation policy .

If an item does not fit or is not quite right, an exchange is of course possible, provided that the replacement item is available. Please contact our Customer Service team first. They will check the available stock and send you a returns label.

If an item is not quite right, you can return it within 14 days. Please contact us and we will email you a returns label to print, allowing you to send the goods back free of charge. Once the return has been received, the purchase amount will be refunded within 7 to 14 working days. Please return the item in its original packaging and place it inside an additional shipping box so that it reaches us safely. Please also refer to the section “Consequences of cancellation” in our cancellation policy .

Käthe Wohlfahrt covers the return shipping costs. To help us process your return more quickly, you will receive a returns label that allows you to send your order back free of charge. Please contact us to request the label.

From Argentina to Cyprus, Käthe Wohlfahrt currently delivers to 57 countries across Europe, North and South America, Asia and Australia.

The shipping costs for your order are shown during checkout. To see the shipping costs for a specific item, click the “plus shipping costs” link below the price on the product detail page.

Orders with a value of €80 or more are delivered free of charge within Germany.

Parcels within Germany are sent exclusively using DHL Parcel. International parcels are handed over to DHL and then transferred to the relevant local postal service at the destination country’s border. Items that are too large for standard parcel delivery will be sent by a freight forwarder after prior consultation with you.

Yes, your parcel can also be delivered to a DHL Packstation. You can enter the Packstation details in the “Delivery address” step during checkout. Please note that you need a DHL Postnummer to use this service.

Orders are dispatched every weekday. Within Germany, delivery usually takes 2 to 4 working days. Deliveries within Europe and overseas usually take approximately 8 to 14 working days. Should your order take longer, please do not hesitate to contact us. Delays are often caused by delivery issues, such as an incorrect address or an unsuccessful delivery attempt, which we can usually resolve quickly and easily for you.

There are several ways to check the current delivery status of your order. If you have registered as a customer in the Käthe Wohlfahrt online shop, you can view the shipping status in the “Orders” section of your account. From there, click the “Track shipment” link to see the latest delivery information.

As soon as your order leaves our warehouse, you will also receive a shipping confirmation by email. This contains a tracking number that you can click directly in the email to view the current delivery status. Alternatively, you can enter the tracking number on the DHL website.

The security and confidentiality of your data are extremely important to Käthe Wohlfahrt. All data is transmitted in encrypted form and is used solely to process your order. The entire ordering process is treated as strictly confidential. Further information can be found in our privacy policy .

When an item is added to your basket, its availability is checked. It is then reserved for you in a second step during checkout. In rare cases, the last available item may be purchased by another customer before the reservation is completed.

The wish list is your personal list of items you are interested in. It is created automatically as soon as you click the “Add to wish list” button on a product page. You can view your saved items by selecting “Wish list” in the navigation. You can then add selected items from the list to your shopping basket at a later date.

First add all the items you would like to purchase to your shopping basket, then proceed to checkout to complete the order. Please note that shipping costs apply per parcel. If you have already completed an order and would like to add another item, this is possible as long as you have not yet made payment for the existing order. Simply complete a second order in the usual way. The two orders will then automatically be combined into one delivery. If the first order has already been paid for, the new order will be dispatched separately and separate shipping costs will apply.

In the “My account” area, you can add and edit your delivery addresses under “Address book”. When placing an order, you can then select the required address for that order.

As long as your order has not yet been processed and no payment has been made, you can still change the delivery address. Log in to your customer account and add the new delivery address under “Address book”. You can then select this address for the relevant order under “Open orders”.