Frequently asked questions (FAQ)

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all major credit cards and PayPal in our store.

HOW SECURE IS MY PERSONAL INFORMATION?
WolkenTritt adheres to the highest industry standards to protect your personal information using the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (Secure Socket Layer technology), which is widely used on the internet to process payments securely.

ORDER TRACKING

MY TRACKING NUMBER ISN’T WORKING
90% of our orders come with a tracking number. However, it’s possible that your order does not have one. Please contact us at support@coeurdemer.com if you would like to know more about a shipment without a tracking number, and we will do our best to provide you with the information!

You will receive your tracking number via email a few days after placing your order. You can then track your order using the code on our "Track Order" page.
Please make sure you entered your code correctly – the best method is to use copy & paste.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
Once your items have been shipped, we will send a notification email to your registered email address and the phone number you used during checkout. The tracking number is usually available within a few days after shipment.
You can also check the status using our online order tracking page.

THE TRACKING PAGE SAYS “DELIVERED” BUT I HAVEN’T RECEIVED MY PACKAGE
Sometimes, postal tracking services mark an order as delivered when it has reached your local post office, even though you haven’t received the package yet. In this case, please wait a few more days for your local postal service to deliver the package to your door, or contact your local post office, as they may be holding it for you.

SHIPPING & DELIVERY

DO YOU SHIP INTERNATIONALLY?
CoeurDeMer ships worldwide daily. Shipping is available for most countries around the world.

HOW LONG DOES IT TAKE TO SHIP MY ORDER?
All items are subject to a processing time before they are shipped.
99% of orders leave our warehouse within 1–3 days after payment is received.
You will be notified via email once your items have been shipped.

MY ORDER HASN’T ARRIVED ON TIME, WHAT SHOULD I DO?
If for any reason your items do not arrive within 45 business days from the purchase date, please contact support@coeurdemer.com.

HOW LONG DOES SHIPPING TAKE?
Standard International Shipping: 8–20 business days
All orders are shipped from our warehouse within 3 business days. During peak times, please allow up to 6 business days for dispatch.

HOW IS THE PACKAGE DELIVERED?
This depends on where you live and which product you ordered. The package will be delivered to your doorstep, mailbox, porch, or your local post office with a delivery notice in your mailbox.
Most orders can be picked up from your local post office if you receive a delivery notice. This also happens if the postman tried to deliver the package but no one was available to receive it and there was no safe place to leave it.

HOW MUCH IS SHIPPING?
We offer FREE worldwide shipping!

FROM WHICH COUNTRY IS MY PACKAGE SHIPPED?
Our warehouses are located in China. Orders are shipped from China. If you need more information, feel free to contact us at support@wolkentritt.com.

RETURNS & REFUNDS

WHAT IF I RECEIVE A DAMAGED / DEFECTIVE PRODUCT?
If you receive a damaged or defective product from WolkenTritt, please send us photographic or video proof of the damage, and we will immediately send you a new, functioning product (of course free of charge).

AFTER PURCHASE

I ENTERED THE WRONG SHIPPING ADDRESS / SELECTED THE WRONG VARIANT! CAN I CHANGE IT?
If this happens, please email us as soon as possible at support@wolkentritt.com and we will do our best to help. However, we cannot guarantee anything, as all our items are usually processed immediately after your order and shipped the same or next day. If your order has already entered the shipping process, we can no longer stop it.
Still, please reach out – we care about your satisfaction and will always try to help. We understand how frustrating it is to pay for something you can't use.
Please note: If we are unable to cancel the order, no refund will be issued if the products were ordered to the wrong address.

MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, postal services & WolkenTritt are separate entities, so we are not liable for delays caused by customs or local postal services, and we cannot be held responsible for customs procedures in your country.
Paying customs fees and taxes is the recipient’s responsibility and will not be covered by WolkenTritt. For more information on fees, please contact your local customs office.
If your order is held at customs, we recommend calling your country’s customs office directly and requesting the release of your items.

CAN I CHANGE MY SHIPPING ADDRESS?
Once you place an order, the information is immediately sent to our shipping department, which requires 1–3 business days to process it. Afterwards, the shipping department forwards the tracking codes to our data entry team, who then update the tracking codes and send a shipping confirmation email to the customer.
So if you need to change your shipping address, please contact our customer support as quickly as possible after placing your order and we will take care of it.
Please make sure all the information you provide is correct before placing your order to avoid lost shipments or other issues.

NOTE: For all customers who have provided an alternative shipping address instead of their permanent address, we do not take responsibility for lost or undelivered packages and/or if you moved from the address you gave us.