FAQ's - Frequently asked questions
In our online shop you can pay by credit card, PayPal, cash in advance or purchase on account. Please note that we offer purchase on account only in Germany. Of course, you also have the possibility to redeem your collected customer card credit as well as Käthe Wohlfahrt gift cards.
No, unfortunately we cannot offer cash on delivery. Only payment in advance is accepted.
Unfortunately, this is not possible for technical reasons.
All payment information will be sent to you in a confirmation e-mail after the completion of your order.
Please enter only the order number that you received in the confirmation e-mail as the reason for payment. Other or additional information may cause that your payment cannot be assigned to your order correctly or only with a delay.
Please enter the voucher code in the field "Redeem voucher" at the checkout.
You can pay conveniently and securely by bank transfer, PayPal or credit card
The shipping costs for your order are visible in the order process. If you are interested in the shipping costs of a particular item, you can find out by clicking on the link "plus shipping costs" on the product detail page. This is located under the price of the item. For orders over 150 Euro we ship free of charge within Germany.
Our shipping costs consist of postage, material costs (packaging, filling or protective material) and the logistics service of our partner company. Each order is carefully assembled in our warehouses and is checked, scanned and packed once again in the shipping department before it is picked up by the respective delivery service. This way your order arrives quickly and safely!
We send packages exclusively with DHL Parcel shipping. Parcels within Germany are delivered by DHL Standard. Parcels to be delivered abroad are handed over to DHL and then handed over to the local postal service at the respective country border. Items that are too large for normal parcel delivery will be sent by a forwarding agent after prior consultation with you.
Throughout the week we dispatch daily, during the Christmas season several times a day. Within Germany the delivery time is usually 1-2 working days (Europe and overseas approx. 4 to 10 working days). Should it take longer, please do not hesitate to contact us. Mostly the delay is due to delivery problems (wrong address, customer not found), which we can solve quickly and easily for you.
We ship within Europe, to North and South America, Asia and Australia.
Items / Assortment
We exclusively carry 100% original branded goods in new condition
As a classic retailer, we stock products from a wide range of manufacturers and source them through various channels. Therefore we have a very wide range of products for which our company is known. In the course of the German reunification, KÄTHE WOHLFAHRT in Rothenburg ob der Tauber established its own development department, the "Rothenburg Christmas Workshop". In this workshop, our craftsmen and artists develop a wide variety of Christmas items to complement the traditional Erzgebirge range. These can be recognized by the corresponding logo on the product. After completion of the in-house development, we work together with several traditional companies in the Erzgebirge, which produce the items for us. These companies partly use an extended workbench, especially to Eastern Europe. In Germany, all work processes converge again for the final production. All wooden parts are processed (e.g. turned) in Germany. For the selection of wood, native woods are used which are not treated with wood preservatives. We make sure that the wood suppliers for products of the "Rothenburger Weihnachtswerkstatt" can prove the PEFC seal. In order to provide the widest possible selection of Christmas articles, we enrich the assortments with special items in the area of fashion accessories, which are by no means always from Germany (e.g. felt tree hangings, small Santa Claus figures made of polyresin, etc). 85% of the total assortment comes from Germany and the neighbouring European countries, only about 15% is provided by imported goods from the Far East and the USA.
Revocation and exchange
Yes, of course you have a right of withdrawal to which you are legally entitled. You can revoke your contractual statement within 14 days without giving reasons in written form (e.g. letter, fax, e-mail) or by returning the purchased goods. To regulate the reimbursement of the costs of a return shipment, please note the point "Consequences of cancellation" in our cancellation policy
If an item does not fit or you do not like it, it is of course no problem to exchange it, assuming the desired article is available. If you wish to make an exchange, please contact our customer service first, who will check our available stock for you and send you a return label.
If you do not like an item, you can of course return it within 14 days. To do so, please contact our customer service, who will then send you a shipping label by e-mail. This way you can return the goods to us free of charge. After receiving the return, the purchase amount will be refunded within 7 - 14 working days. Please make sure that the item is returned to us in its original packaging and in an additional shipping box so that it arrives safely. Please note the point "Consequences of cancellation" in our cancellation policy
Käthe Wohlfahrt bears the costs of return. You will receive a return label with which you can return your order free of charge for faster processing. Please contact us in this regard.
If an item is placed in the shopping cart, we check its availability and then reserve it for you in a second step at the checkout. In individual cases it may happen that the last piece of an item is bought by another customer before the reservation is made.
The wish list is a personal list in which you can add items you are interested in. A wish list is automatically created as soon as you click on the button "add to the wish list" on the item page. You can view the contents of the wish list you have created by clicking on the button "wish list" at the top right of the navigation.You can later add a selection of items from this list to your shopping cart.
First collect all the items you want in your shopping cart and then proceed to the checkout to complete your order. Please note that the shipping costs are per package. If you have already completed an order and would like to add an item afterwards, this is possible as long as you have not yet made a payment for your existing order. In this case, complete your second order as normal, your two orders will then automatically be combined into one delivery. If you have already paid for your first order, the new order will be shipped separately and separate shipping charges will apply.
Under my account you can enter and edit your delivery address in the address book section. When you place your order, you can then select it for this order.
As long as your order has not been processed and no payment has been made, you can still change the desired delivery address. To do so, please log in to your customer account. You can then add a new address as a delivery address in the "address book". Afterwards you can activate this address for the respective order under "Open orders".