Shipping

When will I receive my ordered goods?

We aim to get all orders to you within 2-4 business days from the day we receive your order. All orders are shipped from Monday to Friday with DHL. In a few exceptional cases, however, there may be delays (delays in the mail/transport companies, strikes or public holidays)

Can I have my order delivered to a packing station?

Yes, we also ship to packing stations. Enter your postal number in the "Address supplement" field and the word "Packstation" (with number) in the "Street" field.

My shipping status says the package has been returned to you.

There can be various reasons for this: a) you may have made a mistake when entering the address or b) the package was taken to a collection station and the collection period has expired.

Please let us know if you would like the shipment to be sent again.

If you do not want this, you can make use of the legal revocation. In this case, the full invoice amount will be automatically refunded after processing. You can place your order again via our online shop.

Can I pick up my order directly from KULTFRAU in Mannheim?

Unfortunately, this is not possible for operational reasons.

Returns & Refunds

Are returns free of charge?

Returns from Germany and from countries within the EU are free of charge. Use the enclosed DHL returns label for this.

How can I return something?

We enclose a return form with every delivery. For the free return from Germany, use the DHL returns sticker that is also included.

Will I be notified that my return has arrived?

As soon as your return has been processed by us, you will be informed about the refund by email.

Can I hand my return to KULTFRAU in Mannheim?

Unfortunately, this is not possible for operational reasons.

How is the refund made?

As soon as your return has reached our warehouse, it will be checked. Once this process is complete, the refund can be made. This usually takes no longer than 14 days. We are hurrying! I promise.

For the repayment, we use the same means of payment that was used in the original transaction.

If you paid with KLARNA: You can inform KLARNA that the goods have been returned in the meantime - you are then usually spared a reminder for the invoice.

I did not receive a return form. What can I do now?

Feel free to contact our customer service: customerservice@kultfrau.de. We'll be happy to send you a new returns form.

Order & Exchange

Where is my order?

We deliver within Germany within 2-4 working days. You can find the delivery times for deliveries outside of Germany here.

You can track your order from the moment it is shipped using the shipment tracking system. You will find a tracking link with the tracking number in your shipping confirmation.

Why was my order cancelled?

If an item of your order is not available, we will contact you within 24 to 48 hours about the cancellation. The money will be refunded immediately.

Can I exchange something?

We do not offer item exchanges. All returned items will be refunded once received at our warehouse. If you want a different size or color of an item, we ask for a new order.

Can I change or cancel my order?

If your order has not yet been processed, it is possible to cancel the order or edit the shipping details. It is not possible to combine orders, i.e. change the size or add or remove other products to an existing order once it has been placed.

Discount Code

How do I redeem a discount?

In the payment process you can enter a discount code in the checkout, in the "Continue to payment" step. Enter your code in the "Gift card or discount code" field and click "Apply".

Discount codes can only be redeemed online during the order process. Only one code can be redeemed per order.

Discount codes may have conditions. For example: a minimum order value, a period of validity or a restriction for certain product groups.

A combination of discount code and gift vouchers is not possible.

Complaint

How can I make a complaint?

We are sorry if your item does not correspond to the usual KULTFRAU quality. For your complaint, please send us the following information to customerservice@kultfrau.de:

- order number

- item name and/or – item number

- 2 photos (article with defect)

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