FREQUENTLY ASKED QUESTIONS (FAQ)

No, you can also place an order without a customer account. With an account, you always have access to your order history.

The available payment methods are shown to you at checkout.

All invoices and payment information for Klarna orders are provided directly by Klarna. If you have any questions, please contact Klarna customer service directly.

Please first check your spam folder. If there is no email there, please contact us by email and include your name and order details.

Once your order has been completed, changes are unfortunately no longer possible because our processes are automated.

If your order has not yet been shipped, please contact us quickly by email – we will check what is possible.

No, discount codes unfortunately can’t be applied after an order has been completed. However, you can use them for a future order.

Unfortunately, changes are no longer possible once your order has been completed.

If your order has not yet been shipped, please contact us quickly by email – we will check what is possible.

All orders are shipped with DHL.

Within Germany usually 2–4 business days, for international deliveries 2–8 business days.

After dispatch you will receive an email with a tracking link.

Yes. You’ll find the tracking link in your shipping confirmation.

No, delivery on a specific date is unfortunately not possible.

Please first check whether the parcel was left with neighbours or at a designated drop-off location. You can find more information via the shipment tracking or directly from the carrier.

If a shipment could not be delivered or was not collected from the parcel shop in time, it is automatically returned to us.

In this case, we will refund the purchase amount via the payment method used for the order.

Please return each order separately.

This allows us to correctly allocate your return and process it quickly.

You have 14 days from receipt of the goods to decide whether you want to return them.

You can find all information here:

👉 https://kultfrau.de/pages/retouren

Yes. A flat fee is charged for returns. You can find all the details about the process and the costs on our returns page.

We don’t offer direct exchanges. However, you can place a new order for the item you want, provided it is available. Returned items will be refunded after they have been received and checked.

As soon as your return has been received and checked, we will initiate your refund.

The refund will be made via the payment method used for the order and may take up to 14 days.

Refunds are always issued via the payment method you used for your order.

If you have received an incorrect or damaged item, please contact us before returning it at customerservice@kultfrau.de – ideally including your order number and a photo (for damage, also of the parcel).

Kultfrau is an online-only brand. Our customer service is available to you by email.

Our customer service team can be reached by email at customerservice@kultfrau.de.

Please briefly describe your issue and be sure to include your order number so that we can assist you as quickly as possible.

You can unsubscribe at any time via the unsubscribe link in the newsletter or by emailing our customer service team.

Information on the processing of personal data can be found in our Privacy Policy.

Shipping is handled immediately and purely digitally via email. No physical mail will be sent. You can simply print out the voucher or forward it.

The code can be redeemed on the entire product range. Simply enter the code in the designated field at checkout.
Note: Only one voucher code can be used per order.

Your voucher is valid until the end of the third year following the year in which it was purchased.

No, it is unfortunately not possible to pay out voucher values or remaining balances in cash.

We always refund the amount to the payment method you used for the purchase. In the case of a full return, the voucher value is reactivated as credit on your original code.

For partial returns, the voucher value is primarily applied to the items you keep. This means your Klarna or PayPal amount is reduced first.
Example: Purchase for €200 (€50 voucher + €150 Klarna). You return an item worth €40. Your Klarna invoice is reduced to €110, and the voucher remains fully redeemed.