FAQ - Frequently Asked Questions
On our FAQ page you’ll find thorough answers to the most frequently asked questions about our online shop. Whether it’s the ordering process, payment options, spare parts, shipping details, or return and exchange rules, we’ve put together all the key information for you.
This page is here to help you quickly and efficiently. Feel free to write to us using our contact form if you have any further questions.
Questions about the order
Can I place an order without creating a customer account?
Can I place an order without creating a customer account?
Yes, you can order without a customer account.
However, we recommend that you create a customer account. This allows you to shop faster, save your data, and view your order overview and shipping information at any time.
Can I change my order after payment?
Can I change my order after payment?
To ensure you receive your order as quickly as possible, it will be immediately forwarded to our logistics center 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?
To ensure you receive your order as quickly as possible, it will be immediately forwarded to our logistics center after your payment. Therefore, unfortunately, it is 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, only a small shipping fee applies.
Is it possible to view my previous orders retrospectively?
Is it possible to view my previous orders retrospectively?
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, prepayment via bank transfer, Google Pay and Apple Pay.
For Austria, the payment method eps is also available.
For the Netherlands, the payment method iDeal is also available.
You can find more details on our information page about payment methods .
How do I get my money back in case of a return or cancellation?
How do I get my money back in case of a return or cancellation?
The refund will be issued via the payment method you used for your order. Once we have received and inspected your return, we will refund you the amount.
Questions about delivery
Which countries does Kleine Wolke deliver to?
Which countries does Kleine Wolke deliver to?
We currently deliver to Germany, Austria and the Netherlands.
Which shipping service provider will ship my order?
Which shipping service provider will ship my order?
Our standard parcel service is DHL . However, orders containing extra-long items, such as shower curtain rods or shower blinds, are always shipped via GLS . If you order extra-long items and smaller items together, the entire order will be shipped via GLS .
Please note that not all items shipped via DHL can be delivered to Packstations. This is due to the maximum dimensions permitted by the Packstations.
You will be notified by email as soon as your shipment leaves our warehouse. You will also receive a tracking number, which you can use to track the delivery and request further 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. Delivery to all other countries takes 3 to 5 business days.
You will be notified by email as soon as your shipment leaves our warehouse. This email will contain a tracking number, which you can use to track your delivery and, if necessary, book additional delivery options.
Can I have my order delivered to a Packstation?
Can I have my order delivered to a Packstation?
Yes, delivery to a parcel locker is possible if it involves small items.
Larger bath mats and extra-long items, such as shower 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 email as soon as we have shipped your order. This email will contain a link that allows you to track your delivery and book additional delivery options if needed.
What do I do if I received the wrong part?
What do I do if I received the wrong part?
If you have received a different item than the one you ordered, please let us know using our contact form . Include your order number and send us a photo of the packaging of the incorrectly delivered item, including the barcode. We will then discuss the next steps with you personally.
What should I do if I receive a damaged or defective part?
What should I do if I receive a damaged or defective part?
If your order arrives damaged, please inform us immediately. The easiest way is to reply to the email containing your order confirmation or use our contact form .
Please 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 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 do I have to return the ordered item?
How long do I have to return the ordered item?
We offer a 14-day return policy on all items. You can find further details 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 return my item?
How do I return my item?
You can easily create returns via our returns portal . Print your return label and affix it to the well-packaged return. You don't 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 process your return immediately upon receipt. If everything is in order with the return, you will promptly receive a refund via the payment method you selected when placing 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. Please return the ordered item free of charge within 14 days via our returns portal and reorder the desired item.
You will receive a refund for the returned item. You can pay for your new order as usual using your preferred payment method.