FAQ - Frequently Asked Questions
On our FAQ page, you will find comprehensive answers to the most frequently asked questions about our online shop. Whether it is the ordering process, payment options, spare parts, shipping details, or return and exchange policies, we have compiled all the important information for you.
This page is intended to help you quickly and efficiently. Please feel free to write to us via our contact form if you have any further questions.
Questions about your order
Can I place an order without creating a customer account?
Can I place an order without creating a customer account?
Yes, you can also order without a customer account.
However, we recommend creating a customer account. This allows you to shop faster, save your details, and view your order overview and shipping information at any time.
Can I still change my order after payment?
Can I still change my order after payment?
To ensure you receive your order as quickly as possible, it is forwarded to our logistics center immediately after your payment. Therefore, changes to the ordered items or quantities are unfortunately no longer possible.
Can I change my delivery address afterwards?
Can I change my delivery address afterwards?
So that you receive your order as quickly as possible, it is forwarded to our logistics center immediately after your payment. It is therefore unfortunately no longer possible to change the delivery address afterwards.
Is there a minimum order value?
Is there a minimum order value?
No, there is no minimum order value in the Kleine Wolke online shop. For orders under 49 euros, only a small shipping fee applies.
Is it possible to view my previous orders afterwards as well?
Is it possible to view my previous orders afterwards as well?
If you have a customer account in our online shop, you can view your orders placed after December 2025 after logging in via this link: https://account.kleinewolke.com
Due to the change of our shop system, orders placed before December 22, 2025 cannot be viewed.
If you placed your order as a guest, unfortunately no order overview is available.
Questions About Payment
What payment methods does Kleine Wolke offer?
What payment methods does Kleine Wolke offer?
You can pay for your order using the following payment methods: PayPal, Klarna, Visa, Mastercard, American Express, Maestro, advance payment by bank transfer, Google Pay, and Apple Pay.
In Austria, the additional payment method eps is available.
In the Netherlands, the additional payment method iDeal is available.
You can find more details on our information page about payment methods.
How do I get my money back in the event of a return or cancellation?
How do I get my money back in the event of a return or cancellation?
The refund will be issued via the payment method you used for your order. As soon as we have received and checked your return, we will refund the amount to you.
Questions About Delivery
Which countries does Kleine Wolke deliver to?
Which countries does Kleine Wolke deliver to?
We currently ship to Germany, Austria, France, Belgium, Luxembourg, and the Netherlands.
Which shipping service provider will my order be shipped with?
Which shipping service provider will my order be shipped with?
Our standard parcel service is DHL. Orders containing oversized items, such as shower curtain rods or roller blinds for showers, are always shipped with GLS . If you order oversized items together with smaller items, the entire order will be shipped with GLS .
Please note that not all items shipped with DHL can be delivered to parcel lockers. The reason is the maximum permitted dimensions of the parcel locker.
You will be informed by email as soon as your shipment leaves our warehouse. You will also receive a tracking number that allows you to track the delivery and arrange additional delivery options.
How long does delivery take?
How long does delivery take?
Delivery within Germany takes 1 to 3 business days after receipt of payment. For all other countries, delivery takes 2 to 4 business days.
You will be notified by email as soon as your shipment leaves our warehouse. In this email, you will find a tracking number that you can use to track your delivery and, if necessary, book additional delivery options.
Can I have my order delivered to a parcel locker?
Can I have my order delivered to a parcel locker?
Yes, delivery to a parcel locker is possible if the items are small.
Larger bath mats and items with excess length, such as shower roller blinds or shower rods, cannot be delivered to a parcel locker.
How can I track the delivery?
How can I track the delivery?
You will receive a shipping confirmation by email as soon as we have dispatched your order. In this email, you will find a link that allows you to track the delivery and, if required, book additional delivery options.
What should I do if I received the wrong item?
What should I do if I received the wrong item?
If you have received an item different from the one you ordered, please let us know via our contact form . Please include your order number and send us a photo, including the barcode, of the packaging of the incorrectly delivered item. We will then discuss the next steps with you personally.
What should I do if I received a damaged or defective part?
What should I do if I received a damaged or defective part?
If your order arrives damaged, please inform us immediately. The easiest way is to reply to the email with your order confirmation or use our contact form.
Briefly describe the defect and attach 1–2 pictures of the damaged item. We will then take care of a solution as quickly as possible.
If the package is already visibly damaged upon delivery, it is best to refuse acceptance or open the shipment directly in the presence of the delivery person.
Questions About Returns
How long can I return the item I ordered?
How long can I return the item I ordered?
We grant a 14-day right of return on all items. Further details can be found in our cancellation policy.
How much does a return cost?
How much does a return cost?
Returns are free for you if you register them via our returns portal .
How do I send back my return?
How do I send back my return?
You can conveniently create returns via our returns portal. Print out your return label and attach it to the well-packaged return shipment. You do not need to include a return slip. The return label on the box is sufficient for us to identify your return in our logistics center.
When will I get my money back?
When will I get my money back?
We will inspect your return promptly upon receipt. If everything is in order with the return, you will receive your refund in a timely manner via the payment method selected for your order.
Can I exchange a returned item for a different one?
Can I exchange a returned item for a different one?
We currently do not offer direct exchanges. Return the item you ordered free of charge within 14 days via our returns portal and place a new order for the item you want.
You will receive a refund for the return. You pay for the new order as usual using your preferred payment method.