FAQ.

Frequently asked questions.

Order
How can I place an order?

It’s easy:

1. Choose your favorite items.

2. Add them to your cart.

3. Click “Checkout” and follow the ordering process.

4. Select your payment method and complete your order.

Please make sure you enter a correct email address and the right shipping address to avoid problems or delays.

Once we receive your order, you will receive an order confirmation by email.

If you cannot find the email, please also check your spam or promotions folder.
Can I cancel my order after placing it?

Yes, cancellation is possible as long as your order has not yet been processed or shipped. Please contact us as soon as possible by 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 after receiving them in accordance with our cancellation and returns policy.
I did not receive an order confirmation — what should I do?

Please first check your spam or promotions folder, as our emails may sometimes end up there.

If you cannot find anything there, please check whether you entered 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 help you.
I entered the wrong address — what now?

No problem!

If you made a mistake when entering your shipping 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 change the address.

If your order is already on its way, we can unfortunately no longer change the shipping address. In this case, the parcel will automatically be returned to us. Once it arrives, we will contact you and ask whether you would like us to resend the order or refund the amount.

Shipping & Delivery
How long does shipping take?

Within Germany, your order normally arrives within 5–7 business days.

Once your parcel has been shipped, you will of course receive tracking information so you can check its current status at any time.

Delivery to other EU countries may take a little longer depending on the destination and usually takes around 1–2 weeks.
My package has not arrived — what can I do?

That is of course frustrating — but there is no need to worry!

First, check the tracking link you received by email. The parcel may have been left with a neighbor or be ready for collection at a branch or parcel shop.

If the tracking information says the parcel has been delivered but you have not received it:

1. Ask your neighbors or the property management first.

2. If the parcel still cannot be found, contact us. We will initiate an investigation with the shipping provider and help you.
Do you ship internationally?

Yes, we currently ship to many European countries.

Shipping costs and delivery times vary depending on the destination. You can find all detailed information in our shipping overview: https://wordwarebrand.com/pages/versand

Please note: Deliveries outside the EU may incur additional customs or import fees. These are paid by the recipient and are not included in the shipping costs.
How can I track my order?

Once your parcel has been shipped, you will receive a shipping confirmation including a tracking link by email.

You can use it to track where your parcel is at any time and when it is expected to arrive.

If you have not received an email:

  • First check your spam folder.
  • Alternatively, you can look up your order via our order tracking using your postal code and order number.

Exchanges & Returns
How do returns work?

Does something not fit or does the item not quite meet your expectations? No problem — returns are easy with us.

Simply email wordware.retoure@gmail.com with your order number and the reason for the return.

You can return your order within 14 days of receipt. Once your return has arrived and been inspected, you will receive a confirmation by email.

Please note: Return shipping costs are the responsibility of the customer.

If you have any questions, we are always happy to help.
Can I exchange my item?

Does the size not fit or would you prefer the item in a different color? No problem — exchanges are easy with us.

To request an exchange, email wordware.info@gmail.com with your order number, the item you would like to exchange (e.g. size or color), and, if applicable, a brief note.

Please note: An exchange depends on current stock availability. We can only send your requested 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: Return shipping costs are the responsibility of the customer.
When will I receive my refund?

Once your return has arrived at our warehouse and been inspected, we will automatically refund the amount. Depending on the payment method, the refund may take up to 12 business days.

Once the refund has been issued, you will receive a confirmation by email.

IMPORTANT:
If you used a voucher or gift card for your order, this amount will be prioritized during the refund and credited back accordingly.

Payments
Which payment methods do you offer?

We offer several secure and convenient payment methods:

  • PayPal
  • Credit card (Visa, Mastercard, American Express)
  • Instant bank transfer / Klarna
  • Apple Pay / Google Pay

All available payment methods are displayed at checkout.

You can also easily redeem our gift cards at checkout.

If a payment method does not work, this may be due to your device, browser, or individual settings (e.g. Klarna).
Why was my order cancelled?

There are two possible reasons why your order was cancelled:

1. Item no longer available
In rare cases, an item may still be displayed at checkout even though it has already sold out. In this case, our system automatically cancels your order.

2. Security check
We review every payment. If irregularities or unusual activity are detected, your order may be cancelled as a precaution.

In both cases, your money will of course be refunded as quickly as possible. If you have any questions, please contact us — we are happy to help!

Discounts, Vouchers and Codes
How can I redeem a voucher?

Here is how to redeem your voucher code:

  1. Add your desired items to your cart.
  2. Go to checkout and enter your code in the “Enter voucher code” field.
  3. Confirm — the amount will automatically be deducted from the total price.

IMPORTANT:
Make sure to enter the code exactly as provided — without spaces or typing errors.
Why is my discount code not working?

There may be several reasons:

  • The code has expired or is no longer valid.
  • The minimum order value has not been reached.
  • The code applies only to certain products or promotions.
  • It is a personalized code created for a specific email address.
  • The code has already been used (many codes can only be redeemed once).
  • Typing error: Make sure the spelling and capitalization are correct and that you do not enter any spaces.

If you are sure everything should be correct, please contact us — we will be happy to look into it for you.
Can I combine multiple vouchers?

Yes, as a rule you can combine multiple vouchers.
I forgot to use my gift card at checkout — can I redeem it afterwards?

Gift cards and voucher codes can only be redeemed before completing your order at checkout.

Unfortunately, they cannot be applied afterwards. But no problem — you can easily use them on your next order!