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FAQ – Who, how, what, why and for what reason?


QUESTIONS …


… about your order


How does the process of my online order work?


Click on the requested item, make a choice e.g. for color or size and place it into your cart by clicking on the Link „add to cart“.
Now you get a confirmation that your item is now in your shopping cart. You can choose now whether you want to add further items to your cart („continue shopping“) or if you want to get directly to your shopping cart („Go to shopping cart“). AAt the top right of the site the number of items that are currently in your cart is shown. You can edit the number of items or delete items again directly in the shopping cart.
You may redeem a coupon on the shopping cart site. For this please enter the code into the provided field and click on „Apply coupon“. Then you see your new total sum of your cart. Please check again all information and if everything’s correct click on “proceed to checkout”.
You have now the option to make a customer account, order as guest without any registration or – if you already have an account – to log in to your account. For this please enter your email address and password so you can order again without having to enter all of your data another time.


If you order as a guest, you simply have to enter on the checkout site your contact details and fill in all fields that have a *. Here you may also enter an alternative delivery address and choose a payment method. After having accepted our privacy policy, right of withdrawal and our T&Cs, please click on „Place order now“ to complete your order.


If you already have a customer account, you must now log in to your account and you get directly to the checkout where all your provided contact details are already entered into the different fields. Eventually you only need to choose a payment method and accept our privacy policy, right of withdrawal and our T&Cs. Click on „Place order now“ and your order is eventually sent to us.
Now you get your order confirmation by email. The shipping confirmation will be sent to you as soon as we have finished your ordered items and once your order is on its way.
Please also check your spam file. Sometimes our emails end up there.


Can I place an order over the phone?


Yes you can definitely place an order over the phone! However, if you do so we can only accept payment in advance as all other payment methods in our shop require an email address.
We’d love to hear from you! Call +49 (0)202 94690051


When will my order be processed?


Depending on the chosen payment method, all orders that come in before 12 pm will be usually processed the same day.
Depending on the chosen payment method, all orders that come in on Fridays after 12 pm will be processed on the next Monday.


Can I cancel my order?


As long as we haven’t started to produce your ordered items you can easily cancel your order. Simply send us an email to hello@wijld.com or give us a call +49 (0)202 94690051 and we promptly check the status of your order and see if we can still cancel it.


Can I change my order?


As long as your order isn’t on its way yet you can still change the delivery address or add further items. Depending on what you change the delivery time may then extend though; however you do save double postage as we ship all together. So if you want to make some changes to your order simply send us an email to hello@wijld.com or give us a call +49 (0)202 94690051 and we take care of it.
I haven’t received any order or shipping confirmation by email and/or haven’t received the goods. So what now?
In such cases please contact directly our support team that will help to figure out what possibly had went wrong.
email: hello@wijld.com / phone: +49 (0)202 946 900 51

 

 

… about the payment


How does the payment in the wijld.com shop work?


On wijld.com a secure SSL connection is provided and we have several payment methods you can choose. You can pay in advance, with PayPal, by invoice or direct debit. All payment types are without any additional costs (0,- Euros)!


If you choose by invoice or direct debit:


The payment methods by invoice and direct debit are processed by our partner BillPay. BillPay is an online payment service that will take your payment on our behalf. When you choose direct debit the amount is automatically collected from your bank account.
When you choose payment by invoice you have one month from the date of your order to send the amount to the account of Billpay.
Please note: if you miss this deadline an email with a payment reminder is sent to you. After the third payment reminder Billpay sends you a dunning letter by email. Please respond to this as we cannot influence any dunning charges or other things that may come up as this is always initiated by Billpay and not by us.

If you choose prepayment:


When you choose prepayment the order is processed and produced as soon as the sum is on the GLS Bank bank account of wijld. Please enter your first name and surname as well as your order number as reason for transfer.
Account holder: wijld GmbH
Bank: GLS Bank
Account no.: 4033173600
Bank code: 43060967
BIC: GENODEM1GLS
IBAN: DE17 4306 0967 4033 1736 00

It may take some days until we receive your payment. A transaction within Germany sometimes takes up to 3 days and from abroad a transaction may take more than 3 days.
Your order is processed on the day we receive the payment.


If you choose PayPal:


PayPal is an online payment service that offers you a secure payment and that makes it possible to receive the order faster. In order to pay with PayPal you need to have a PayPal account. During the order process you can log in to your PayPal account and pay your order directly.


How can I pay if I live outside of Germany?


Customers who live outside of Germany can pay with PayPal or choose prepayment. For customers in Austria, Switzerland and the Netherlands it’s also possible to choose the payment by invoice.
The payment type direct debit is only available for customers in Germany and Austria.

 

 

… about the delivery


When will my order be shipped?


As most of our products are made to order it’s hard to give a general answer. The particular delivery time is always indicated on the site of the item. If you order several different items at the same time we usually send all items together for the environment’s sake. If you’d like us to split the order and do part-deliveries, please contact us for this.


What are the shipping costs?


We charge you in total € 5,90 for packaging, handling and shipping within Germany. If the order amount exceeds € 79 then shipping is free.
We charge you € 10,90 for shipping to Belgium, Denmark, France, Liechtenstein, Luxembourg, Monaco, the Netherlands, Austria, Poland and Czech Republic. If the order amount exceeds € 150 then shipping is free.
We charge you € 11,90 for shipping to ndorra, Albania, Bulgaria, Estonia, Finland, Greece, Great-Britain, Ireland, Italy, Latvia, Lithuania, Malta, Norway, Portugal, Rumania, San Marino, Sweden, Switzerland, Slovakia, Slovenia, Hungary and Cyprus. If the order amount exceeds € 150 then shipping is free.


What delivery service do you use?


Usually we use the DHL-Service Go Green, as here everything can be shipped climate neutrally. This normally takes 1-3 working days within Germany.
When bigger products such as e.g. a framed poster in A1 format must be shipped we use DPD. This normally takes 1-2 working days within Germany.


When will my order arrive?


The delivery time depends on three things: the type of ordered items, your chosen payment method and of course also where in the world you live.
• The type of ordered items influences the delivery time as most of our products are made to order and particularly made for you. So after having received your order the items must be produced first. And due different products have different production times also the delivery time varies. You can find the delivery time for each item on the particular site of the item. If you order different products with different delivery times then the longest delivery time counts as we usually send all items together in one parcel.
• Orders that are paid with PayPal, by invoice or with direct debit are processed directly by us. If you chose prepayment we process your order after having received your payment on our account. This may take up to 3 days within Germany, from abroad it may take longer.
• Depending on whether you live in Germany, France or Cyprus our delivery service may take sometimes a few days longer until he arrives at your place.
Can I split my order and ask for part-delivery?
Usually we send all ordered items together in one parcel – especially for the environment’s sake. However, you can also split your order if you like to. For this please contact us so that we can arrange a part-delivery according to your requests.


Do you ship also to packstations?


Within Germany it’s possible to ship your ordert o packstations. For this the parcel must have at least the measurements of 15 x 11 x 1 cm and shouldn’t be bigger than 60 x 35 x 35 cm.
We inform you on the checkout site whether your parcel is too big for the packstation.
During the order process you simply enter the number of your packstation and post box in the field „P.O. Box”.


How do you actually pack all the items?


We did a lot of reasearch and we made it: really ALL parts of our packaging material are green! Beside the paperboard packaging we use tape that is made of paper and sticks perfectly due to natural rubber. Even labels and the shipping document pouches are plasticfree and environmentally-friendly.
We pay attention to pack every item neatly and carefully so that nothing can happen to the goods when they are on their way. In case you still find some damages, please contact our support immediately.

 


… about our products


What stands the category wijld Brands for?


In the category wijld Brands you find exciting products by creative people from all over the world who don’t only think that sustainability is important but who have the same design demands like we have. For this it doesn’t matter whether they are already an established brand or manufacture their stuf at home or in their garage. The most essential is that they want to create something special and do this with love.
I can’t find a particular product no more. Why?
You’ll never get bored with us! And that also because we set everything in motion to provide variety. On a regular basis we supply you with news, fresh ideas and design and of course also new products. If one day you cannot find a particular product anymore because it had to make room for new stuff then it’d be best if you send us an email or give us a call. We’d be glad to help you out and maybe it’s already planned to offer soon your requested item again in our shop.


What kind of materials do you actually use for:


• the Premium Poster?
We searched for a long time for paper for the poster production that is on one hand sustainable and that provides excellent print quality on the other hand. Honestly this wasn’t easy but we have set anything in motion to offer you in the end the most eco-friendly material. The result? Our semi-gloss paper comes from ecologically sustainable sources and has an impressive color quality.
The paper has a grammage of 230g/m² and is printed by us personally and particularly for you after having received your order.
• and the frames?
The mounts and the frames are both certified which means that both components come from sustainable forestry. And the thing we are particularly proud of is that the materials come from our domestic forests - to be more precise from the Ore Mountains. And therefore all is 100% made in Germany.
• the pendant lamps made of concrete?
For our concrete lamps we actually use eco-concrete which is the eco-friendly version of this material. Slag sand which is a waste product of the steel industry is added to the concrete mixture and in this way the leftovers of construction materials are returned to the cycle of rocks and it helps to reduce up to 90% of CO2 emissions, too.
• the Light in a Box?
Our stylish Light in a Box consists of the far underestimated material paperboard. Paperboard is not only recycled and again recyclable but it’s also very stable. Due to the print and our laser-cut designs the box gets a totally new modern look and becomes one of the most eco-friendly lamps ever. In the inside of this table lamp sustainable and certified wood as well as metal and ceramics for the lamp socket are used.


My wood watch is too small/big. How do I adjust the strap?

 Here you find the instructions by Kerbholz in text and video form of how you can adjust your watch strap:

  1. Place the watch with the clockface facing towards you and the watch crown on the right-hand side.
  2. Use the provided toolset to push out the pin with the serrated head first from the right-hand side to the left.
  3. In case the pin is stuck, exert some counter pressure with a blunt item (e.g. the table corner).
  4. After the pin is removed you can easily remove or insert wristband parts.
  5. To reassemble the wristband, push the pin with the serrated head from the right-hand side to the left into the bore.

 

 


I also manufacture stylish and sustainable products with love and would like to work with you! What do I have to do for this?


Yeah, we’re always happy to get to know people that put their heart and soul into developing and manufacturing their own extraordinary and beautiful products. Please present them to us and contact us!! Give us a call +49 (0)202 946 900 51 or send us an email to hello@wijld.com.

 


… about your account


What benefits do I have when I register and how does it work?


When you create an account you can for example enjoy the benefit
• that the whole payment process is faster when you shop next time
• that you have insight on the status of all current orders at any time
• • that you can check the order process
• that you can create a wish list and send it to others
• that you can easily save different addresses of family members and friends for shipping
• and
• many
• more
Of course all this is free of charge and quickly set up: go with your cursor to „Account“ at the top right of the site and click in the drop-down menu on „Log In“. As a new customer you can enter all personal information and login data after clicking the button “Create an account“. If your registration was successful you get an email with this confirmation. From now on you can do whatever you want in your account and store and administer all information that is important to you. Of course we handle your data carefully and deal with it confidentially. If you want to get some more details about that then please have a look at our privacy policy.


Ok it happened…. I forgot my password. How do I get access again to my account?


In case you forgot your password, simply click on „Forget your password?“ on the login site to your account. You immediately get an email with a link with which you can reset your password and choose a new one in the next step.


And how can I delete my account?


We really don’t want to tell you that and do that for you … ;-)
… it’d be best if you send us an email or give us a call. As soon as you inform us we take care of it and in a blink your account doesn’t exist anymore.

 


… about our art and artists:


How come that I cannot find a particular design anymore?


We want to offer you variety without overstraining your senses with a huge mass of designs. We always offer you a carefully picked design selection that changes every month though. For new designs old ones need to give way so it may be possible that your favorite design isn’t available anymore in the shop. Just send us an email or give us a call if you want to find out when your design is available again.


Can you also print one of my designs?


The area for the print on poster, t-shirts or lamps is exclusively reserved for our artists. :-) We are really sorry but we cannot accept personal printing inquiries.


I’m also an artist and would like to work with you. What shall I do and how does that work?


Cool, that you’re interested in working with us! You find all information on this HERE 


…about our wijld on- & offline presence:


How can I stay up-to-date?


There are several possibilities: subscribe to our newsletter for example: every Sunday you get important information and news about wijld that you can read in the morning while enjoying a cup of coffee or tea without any hurry. A bit more social and interactive are platforms such as facebook, twitter, pinterest and instagram. Follow us, get involved and stay informed at all times!!

wijld social - facebookwijld social - youtubewijld social - instagramwijld social - pinterestwijld social - twitter


Do you have a store where I can drop in?


Unfortunately we don’t have a store and so all items are only available online. However, in this way you can stroll and shop 24 hours – no matter what time it is.

 


…about the not so nice things:


I have to make a complaint. How shall I do this best?


We’re always glad to help you! If you have any complaints please contact us directly by email to hello@wijld.com or call our service +49 (0)202 946 900 51 so that we can sort things out. If you have one please be ready to tell us your invoice or order number.


I received my order and some items were missing. Why?


An order should only be incomplete when we have made an agreement with you to make a part-delivery or if we have informed you before that for whatever reason something is not available and cannot be delivered. In any way: we don’t do anything without contacting and informing you before. If it still came to that situation please drop an email or give us a call so that we can sort things out quickly.


My order arrived with damages. What now?


Oh no… this definitely shouldn’t happen!!! We’re really sorry when the ordered items are damaged. Please contact us directly, preferably by email with a short description and attached photos of the damage. We also need a photo of the carton packaging. In this way we get a better idea of the problem and may avoid such damages in future. But be sure that we set anything in motion to find a solution and make you happy again!


How do you handle returns and cancellations?


In case you don’t like the ordered items you can send them back to us within 14 days after you’ve received the goods. Returning the goods is simple. Just use for this our DHL service and generate your own return label. The return is for you free of charge.
But please note: the items must be originally packed and of course mustn’t show any signs of wear and tear.
As soon as we received and checked the goods we inform you by email and send you the corresponding credit note. We refund you the balance on your account within 14 days.
But you have also the option to choose another product of the same value in return. If you want to do this please inform us before you send the goods back to us.
You can read the full cancellation policy in our T&Cs.

 


Whatever it’s about: if you have any questions or if you need help, feel free to contact us! We help you whenever we can hellip;always!


Give us a call +49 (0)202 946 900 51 or drop us an email hello@wijld.com. We are there for you Monday to Friday from 9.30 am to 6 pm.