FAQ.
Frequently Asked Questions.
Order
How can I place an order?
It's that simple:
1. Select your favorite items.
2. Add them to your shopping cart.
3. Click on **"Checkout"** and follow the ordering process.
4. Choose your payment method and complete the order.
Please make sure you provide a correct email address and the right delivery address to avoid problems or delays later on.
Once your order has been received, you will receive an order confirmation by email.
If you cannot find an email, please also check your spam or promotions folder.
Can I cancel my order retroactively?
Yes, cancellation is possible as long as your order has not yet been processed or shipped. Please contact us as soon as possible via email at wordware.info@gmail.com.
Once your order has already been processed or shipped, cancellation is unfortunately no longer possible. In this case, you can simply return the items to us upon receipt in accordance with our right of withdrawal and return policy.
I haven't received an order confirmation - what should I do?
Please check your spam or junk folder first, as our emails sometimes end up there.
If you don't find anything there, please check if you provided the correct email address when placing your order.
If you are unsure, simply contact our customer service at: wordware.info@gmail.com
We will be happy to check your order and assist you further.
Wrong address, what now?
No problem!
If you made a mistake entering your delivery address, please contact our customer service at: wordware.info@gmail.com as soon as possible.
As long as your order has not yet been processed or shipped, we can usually still change the address.
If your order is already on its way, we unfortunately can no longer change the delivery address. In this case, the package will automatically be returned to us. Once it has arrived, we will contact you and ask if we should resend your order or refund the amount.
Shipping & Delivery
How long does shipping take
Within Germany, your order usually reaches you within 5–7 business days.
As soon as your package has been shipped, you will, of course, receive a tracking number with which you can view the current status at any time.
To other EU countries, delivery may take a little longer – depending on the destination – and usually takes about 1-2 weeks.
My package hasn't arrived – what can I do?
That's certainly annoying – but no cause for concern!
First, check the tracking link you received via email. Often, the package was delivered to a neighbor or is available for pickup at a branch or parcel shop.
If the tracking shows that the package has been delivered, but you haven't received it:
1. It's best to ask your neighbors or the building management.
2. If the package still cannot be found, please contact us. We will initiate an investigation with the shipping service provider and assist you further.
Shipping abroad?
Yes, we currently also deliver to many European countries.
Shipping costs and delivery times vary depending on the destination country. You can find all specific information about this in our shipping overview: https://wordwarebrand.com/pages/versand
Please note: For deliveries outside the EU, additional customs or import fees may apply. These are borne by the recipient and are not included in the shipping costs.
How can I track my order?
Once your package has been shipped, you will receive a shipping confirmation including a tracking link via email.
This allows you to easily track where your package is located at any time and when it is expected to arrive.
If you have not received an email:
- Please check your spam folder first.
- Alternatively, you can access your order using our order tracking with your postcode and order number.
Exchanges & Returns
How do returns work?
Is something not right or does the item not quite meet your expectations? No problem – returns are very straightforward with us.
Please simply send us an email to wordware.retoure@gmail.com with your order number and the reason for return.
You can easily return your order to us within 14 days of receipt. As soon as your return has been received and checked by us, you will receive a confirmation by email.
Please note: The costs for the return are to be borne by the customer.
If you have any questions, we are always happy to help.
Can I exchange my item?
Is the size not right or would you prefer the item in a different color? No problem – exchanges are easy with us.
Please send us an email to wordware.info@gmail.com with your order number, the desired exchange item (e.g., size or color), and a brief note if applicable.
Please note: Exchanges depend on our current stock. We can only send you your desired item if it is available.
Once your return has arrived at our warehouse, it will first be inspected. If everything is in order, we will then ship your new item.
Please note: The costs for the return shipment must be borne by the customer.
When will I receive my refund?
Once your return has been received and checked in our warehouse, we will automatically refund the amount to you. Depending on the payment method, the refund can take up to 12 business days.
As soon as the refund has been initiated, you will receive a confirmation from us by email.
IMPORTANT:
If you used a voucher or gift card for your order, this amount will be automatically prioritized and reloaded accordingly during the refund.
Payments
What payment methods do you offer?
We offer you various secure and convenient payment methods:
- PayPal
- Credit card (Visa, Mastercard, American Express)
- Sofortüberweisung / Klarna
- Apple Pay / Google Pay
All available payment methods will be displayed to you at checkout.
You can also easily redeem our Giftcards during payment.
If a payment method doesn't work, this could be due to your device, browser, or individual settings (e.g., with Klarna).
Why was my order canceled?
There can be two reasons why your order was cancelled:
1. Item no longer available
In rare cases, an item may be displayed at checkout but is already out of stock. In this case, your order will be automatically cancelled by our system.
2. Security check
Every payment is checked by us. If inconsistencies or irregularities are detected, your order may be cancelled as a precautionary measure.
In both cases, you will, of course, receive your money back as soon as possible. If you have any questions, please contact us – we will be happy to help you!
Discounts, Vouchers and Codes
How can I redeem a voucher?
How to redeem your voucher code:
- Add your desired items to the shopping cart.
- Proceed to checkout and enter your code in the "Enter voucher code" field.
- Confirm – and the amount will automatically be deducted from the total price.
IMPORTANT:
Make sure to enter the code exactly as you received it – without spaces or typos.
My discount code isn't working – what's wrong?
There could be several reasons for this:
- The code has expired or is no longer valid.
- The minimum order value has not been reached.
- The code is valid only for specific products or promotions.
- It is a personalized code, created only for a specific email address.
- The code has already been used (many codes are redeemable only once).
- Typo: Pay attention to correct spelling, capitalization, and avoid entering spaces.
If you are sure everything should be correct, please contact us – we will look into it for you.
Can I combine multiple vouchers?
Yes, you can usually combine multiple vouchers.
Forgot gift card at checkout - can I redeem it afterwards?
Gift cards and voucher codes can only be redeemed in the checkout before completing the order.
Unfortunately, they cannot be applied retrospectively. But no problem – you can easily use them with your next order!