FAQ

We are happy to take care of your request. Please contact our customer service at support@woodproberg.com.

We are happy to take care of your request. Please contact our customer service at support@woodproberg.com.

Feel free to contact our customer service at support@woodproberg.com .

This post helps you with orders in our online shop. Select the products you want to order by choosing your desired size and clicking the "Add to Cart" button. You can change this selection at any time before submitting your order by adjusting the quantity of products in the cart, deleting the selection by clicking the "Remove" box, or canceling the ordering process. By clicking the "Proceed to Checkout" button, you will move to the next step of the order.  

Please log in with your email address and password if you already have a customer account. If not, you can create a customer account during the process ("Create Account") or order as a guest. Your data will be collected, processed, and used in accordance with the data protection regulations. There will be no other use or transfer to third parties. If you are already logged in, you can provide your billing and shipping address.

Please enter your voucher or discount code in the corresponding field and confirm by clicking "Add Voucher." The discount amount will then be deducted from your total. You can also enter and add a second voucher afterwards.

Discount codes cannot be combined, and there may be items that are excluded from this offer. Discount codes can only be used once and cannot be reissued. A cash payout is not possible. Vouchers will be reissued after a return and sent to you via email.

Select your preferred payment method.

Finally, please click on "Buy Now." You will receive an overview of your order and the associated costs. Check that all information is correct and please read the General Terms and Conditions and the Cancellation Policy carefully. You can complete the order if you agree to the GTC and the privacy policy (check the box). By clicking the "Buy Now" button, you send your order to us. With this, you are making a legally binding offer. If your order was successful, your order number will be displayed and a confirmation will be sent to the email address you provided. Please also check your spam folder, as automated emails can sometimes end up there. If you still can't find anything, please contact us at support@woodproberg.com.

As long as the order is not yet being processed, we have the option to make changes or cancel the order.  

Feel free to contact our customer service for changes and cancellations at support@woodproberg.com. If the order is already being processed, unfortunately, we can no longer make changes or cancellations.

As long as the order is not yet being processed, we have the option to make changes.  
Feel free to contact our customer service for changes at support@woodproberg.com . If the order is already being processed, unfortunately we can no longer make any changes.

Please enter your voucher or discount code in the corresponding field and confirm by clicking "Add Voucher."The discount amount will then be deducted from your total. You can also enter and add a second voucher afterwards.
Discount codes cannot be combined with each other, and there may be items that are excluded from this offer. Discount codes can only be used once and cannot be reissued. Cash payouts are not possible.

We offer here gift vouchers with various amounts. The voucher will be sent to you digitally as a PDF for printing. Gift vouchers can be redeemed both in our online shop and in our store in Darmstadt.
The gift voucher is valid for 3 years and can be redeemed in the online shop as well as in our store in Darmstadt. It cannot be used to purchase additional gift vouchers.

More information: Our Terms and Conditions

Within the EU, there are no customs or import fees for shipping. For deliveries to non-EU countries, additional customs costs, taxes, and fees may apply. Please inform yourself about the individual regulations of your shipping country before placing your order. All additional costs are to be borne by you.

All orders to Great Britain are subject to customs duties.

During checkout at the cash register of our online shop, you have the option to select 'Click & Collect' and pay no shipping costs. Once your order has been received by us, it will be ready for you to pick up within one business day.  
Orders placed on Fridays after 4 PM will only be available for pickup starting Tuesday.

To confirm that your order will be ready soon, we will send you an order confirmation via email immediately after your ordering process. So you don't have to wait for a follow-up email the next day as confirmation, you can simply come by for pickup.

You can pick up your order during our store opening hours:

Woodberg
Schulstrasse 11
64283 Darmstadt
Germany

Opening hours:
Tuesday – Friday: 11:00 AM – 2:00 PM & 2:30 PM – 6:00 PM
Saturday: 11:00 AM – 5:00 PM

You can find all the information about the right of withdrawal here.

Please send us an email at: support@woodproberg.com and we will delete your account for you.

PayPal
PayPal is an online payment service that allows you to pay securely, easily, and quickly online. To do this, you only need to enter your details once in a PayPal account. After submitting your order at Woodberg, you will be automatically redirected to PayPal. There, you enter your registered email address and your personal password to confirm the payment. In the case of a return, the amount will be refunded to your PayPal account.

Credit Card (Visa, Mastercard, and Amex)
At Woodberg, you can conveniently and securely pay with your credit card. As soon as your credit card is authorized, it will be charged immediately. You will then receive a confirmation email from us with the information that your order has been successfully completed. Please note that the refund in the case of a return may only be visible on the next billing statement.

KLARNA Invoice
With Klarna, you can pay by invoice at Woodberg. Please note that the billing and shipping addresses must be identical for this. If you are unable to pay with Klarna Invoice, there may be several reasons for this that we cannot influence. In such cases, we kindly ask you to choose another payment method. After a successful order, you will receive the invoice from Klarna via email and have up to 30 days to settle it. In the case of a return, the invoice will be canceled.

KLARNA Pay Now (Sofortüberweisung, Direct Debit, Credit Card)
With Klarna, you can pay immediately at Woodberg. Here you have the option to pay via Sofortüberweisung (through your online banking), direct debit, or credit card. In the case of a return, the amount will be refunded by Klarna back to your bank account.

KLARNA Installment Purchase
With Klarna, you can pay for your order at Woodberg in installments. You have the option to pay in three interest-free installments. The costs are spread over three payments (today, in 30 days, and in 60 days) and will be deducted by Klarna. If you need more time to pay, you can opt for the classic installment payment (interest may apply) with Klarna, paying in flexible installments over a period of 6 to 36 months (interest may apply). In the case of a return, the amount will be refunded by Klarna back to your bank account.

Apple Pay
Apple Pay is a payment method from Apple. It works on Mac, iPhone, and iPad. Both on mobile and desktop, you can pay securely and quickly at Woodberg with the cards stored in your Apple Pay Wallet. The transaction data is encrypted and not stored.

Google Pay
Google Pay is available on Android and in the Chrome browser. With it, you can pay securely and quickly at Woodberg using the payment methods stored with Google.

EPS
EPS stands for "Electronic Payment Standard" and is a widely used payment method for online transactions in Austria. It is a system for electronic payments that allows Austrian bank customers to securely and directly conduct transactions from their bank accounts.

iDEAL
iDEAL is a widely used online payment method in the Netherlands. It was developed in collaboration with Dutch banks and allows consumers to make online payments directly and securely from their bank accounts.

Bancontact
Bancontact is a widely used online payment method in Belgium. The order can be paid with your own bank card or through the Bancontact app. It is the most commonly used payment method for online services in Belgium.

Bank Transfer
After completing your order, you will receive an order confirmation with all payment information sent to your specified email address. The goods will be shipped to you immediately after payment is received. In-store pickups will only be available after payment has been received. Please note that we can reserve your order for a maximum of 7 days from the order date.
You pay in advance via bank transfer and will receive your order after payment is received.

Our bank details:
Account holder: Woodberg GmbH
Bank name: Sparkasse Darmstadt
IBAN: DE33 5085 0150 0000 7630 39
BIC: HELADEF1DAS
As a reference, please simply provide the order number.

Please enter your voucher in the corresponding field and confirm by clicking "Add Voucher."The discount amount will then be deducted from your total. In case of a return, the voucher will be recreated and sent to you via email. If the voucher was not fully redeemed, the remaining balance will stay and can be used for a future order. If you made an additional payment, it will be refunded in the same way it was received.

Please enter your discount code in the corresponding field and confirm by clicking "Add Voucher."The discount amount will then be deducted from your total. You cannot combine discount codes, and there may be items that are excluded from this offer. Discount codes can only be used once and cannot be reissued. Cash payouts are not possible.

Within the EU, there are no customs or import fees for shipping. For deliveries to non-EU countries, additional customs costs, taxes, and fees may apply. Please inform yourself about the individual regulations of your shipping country before placing your order. All additional costs are to be borne by you.

Please note: All orders to the United Kingdom are subject to customs duties.

In our store in Darmstadt, you can pay with cash or conveniently with a debit or credit card.

We try to process all returns as quickly as possible.
You will receive a confirmation email as soon as our customer service has reviewed and processed the returned goods. This may take 2 to 5 business days after the arrival of your return, depending on the volume. Your money will then be refunded in the same way it was received – depending on the payment method, it may take an additional 2 to 3 business days for the refund to reach you. If you paid with Klarna, your invoice will be canceled or adjusted.

Unfortunately, we do not offer VAT refunds.

The shipping costs to the selected country will be displayed to you at checkout.
Here is an overview of some countries:

Germany
Shipping with DHL
Order value under 50 €: 4.90 €
Order value from 50 €: free of charge
Shipping with DHL Express: 16.90 €

Austria & Netherlands
Shipping with DHL
Order value under 50 €: 4.90 €
Order value from 50 €: free of charge
Shipping with DHL Express: 28.90 €

Switzerland
Shipping with DHL
Order value under 200 €: 15.00 €
Order value from 200 €: free of charge
Shipping with DHL Express: 34.90 €

Belgium, Denmark, France, Italy, Luxembourg, Romania, Sweden, Spain
Shipping with DHL
Order value under 75 €: 15.00 €
Order value up to 120 €: 8.90 €
Order value from 120 €: free of charge
Shipping with DHL Express: 28.90 €

United Kingdom (Great Britain)*
Shipping with DHL
Order value under 200 €: 15.00 €
Order value from 200 €: free of charge
Shipping with DHL Express: 28.90 €

Iceland*, Norway*
Shipping with DHL: 22.00 €
Shipping with DHL Express: 28.90 €

*Please note that all orders to Great Britain, Iceland, and Norway are subject to customs duties.

Within the EU, there are no customs or import fees for shipping. For deliveries to non-EU countries, additional customs costs, taxes, and fees may apply. Please inform yourself about the individual regulations of your shipping country before placing your order. All additional costs are to be borne by you.

Within Germany and Europe, we ship with our shipping partner DHL.  
DHL provides a cost-effective and secure shipping solution. For international orders, DHL hands over your package to a national delivery organization - such as PostNL in the Netherlands, etc. Therefore, delivery also depends on the circumstances and logistics of the respective foreign shipping service providers.
Pure perfume sample or razor blade orders to Germany are shipped via DHL Warenpost.

Optional bieten wir auch den Versand mit DHL Express an.
DHL Express enthält im Vergleich zu DHL einen Serviceaufpreis. Bestellungen mit DHL Express als Versandmethode werden immer vorgezogen. In der Regel werden Bestellungen bis 14:00 Uhr noch am selben Tag versendet. DHL Express übergibt deine Bestellung allerdings nicht an die jeweilige nationale Zustellorganisation, sondern liefert diese von unserer Tür bis zu deiner – komplett aus einer Hand. Der Vorteil hier: Sicherste Zustellung im Ausland, sehr kurze Laufzeiten sowie eine verlässliche, laufzeitkonstante Zustellung (auch im Inland) an den bekannten Lieferverzögerungszeiten, wie etwa Weihnachten.

Gleich nach Versand Deiner Bestellung erhältst Du eine Versandbestätigungs-E-Mail mit Deiner DHL-Sendungsnummer. DHL unternimmt bis zu zwei Zustellversuche. Falls Du bei beiden Versuchen nicht anzutreffen bist, liegt das Paket in der nächsten Postfiliale 7 Werktage zur Abholung bereit. Danach wird das Paket an uns zurückgesendet.
We ship international orders outside of Europe with DHL Express.
Right after your order is shipped, you will receive a shipping confirmation email with your DHL Express tracking number.
A little further down, you will find all the information about shipping costs outside the EU.

For deliveries to non-EU countries, additional customs costs, taxes, and fees may apply. Please check the individual regulations of your shipping country before placing your order. All additional costs are to be borne by you.

We ship international orders outside of Europe with DHL Express.
Immediately after shipping your order, you will receive a shipping confirmation email with your DHL Express tracking number.

Here is an overview of some countries:

United States €39.90
China €44.90
Hong Kong €44.90
Arab Emirates €46.90
Saudi Arabia €46.90
Australia €46.90
New Zealand €46.90
Canada €39.90
India €44.90
Japan €44.90
Singapore €44.90
South Africa €46.90
South Korea €46.90

Within the EU, there are no customs or import fees for shipping. For deliveries to non-EU countries, additional customs costs, taxes, and fees may apply. Please check the individual regulations of your shipping country before placing your order. All additional costs are to be borne by you.

Please note: All orders to the United Kingdom are subject to customs duties.

Germany (DHL): approx. 1 - 3 business days
EU, Switzerland, and UK (DHL): approx. 3 - 7 business days
International (DHL Express): 3 - 7 business days

Delivery times may vary due to customs clearance in the destination country, among other factors. For more accurate information for specific countries, feel free to contact our customer service at support@woodproberg.com

As soon as we hand over your shipment to the shipping service provider, you will receive a shipping confirmation including a tracking number. Please note that it may take a few hours for the tracking to update.

Once your order has been shipped, you will find your tracking number in your shipping confirmation email. With this, you can track the current delivery status of your order online. Please note that it may take a few hours for the tracking to update.
In some cases, due to increased volume with our shipping partners, shipments may be processed with delays. If there is no movement of your package displayed after a few days, feel free to contact us at support@woodproberg.com. However, an inquiry about the whereabouts of the shipment is only possible after 14 days.

During checkout at the register of our online shop, you have the option to select 'Click & Collect' and pay no shipping costs. Once your order has been received by us, it will be ready for you to pick up within one business day.  
Orders placed on Fridays after 4 PM will only be available for pickup starting Tuesday.

To confirm that your order will be ready soon, we will send you an order confirmation via email immediately after your ordering process. So you don't have to wait for a follow-up email the next day as confirmation, you can simply come by for pickup.

You can pick up your order during our store hours:

Woodberg
Schulstrasse 11
64283 Darmstadt
Germany

Opening hours:
Tuesday – Friday: 11:00 AM – 2:00 PM & 2:30 PM – 6:00 PM
Saturday: 11:00 AM – 5:00 PM

Orders for which a different shipping method has been selected cannot be picked up in the store and will be shipped automatically.

If your package cannot be delivered, it will be returned to us. Our customer service will get in touch with you as soon as the package arrives back at our location.

If there is something wrong with your order, please contact support@woodproberg.com with your order number. In order to process the complaint, we need pictures of the order in question, of any damage and of the shipping box. Please keep this until we have informed you of the next steps. Without the outer packaging, a complaint is unfortunately not possible.

If the contents of a shipment are incomplete or damaged, a damage report must be submitted to DHL. Unfortunately, we cannot report this damage report, as the recipient of the shipment must report it to DHL.

Here are the steps for making a complaint to DHL:

Download the damage report form from the DHL website and fill it out.
Submit the form, together with the shipment and all shipment components, to a DHL branch.
DHL will examine the case and after about 15 days you will receive the result.

You can find the form and further information here:
https://www.dhl.de/dam/jcr:582dc504-3ad1-43b3-b722-4060607cfc12/dhl- Schadensanzeige-0715.pdf

Important: Damage or loss must be reported in writing to a DHL branch within 7 days of delivery, otherwise all claims will unfortunately expire.

Products that are unused and in their original packaging can be returned. For sealed items, the seal must also be intact.

The return period is 14 days and starts as soon as you have received your order. You can find more information in our Terms and Conditions.

We do not offer free returns. Therefore, you must cover the shipping costs yourself and can choose a shipping company of your choice - however, we recommend insured shipping. Until the package is delivered to us, it is your responsibility. Please stamp and send your unused, original packaged goods in a package to the following address:

Woodberg GmbH
Wackerfabrik – Gebäude H2
Ober-Ramstädter Straße 96
64367 Mühltal
Germany

After we receive and check the goods through our customer service, we will refund your money (excluding return shipping costs) within 2-10 days using the same method by which it was received. If the goods are used and/or not in their original packaging and sealed, we unfortunately cannot process a refund.

We do not offer free returns. Therefore, you must cover the shipping costs yourself and can choose a shipping company of your choice - however, we recommend insured shipping.
Important: International returns require a completed customs declaration indicating that it is a return. This must be attached to the outside of the package along with the invoice. Until the package is delivered to us, it is your responsibility. Woodberg does not cover customs fees or additional costs arising from insufficient declaration.

Please affix postage and send your unused, unopened goods in the package to the following address:

Woodberg GmbH
Wackerfabrik – Gebäude H2
Ober-Ramstädter Straße 96
64367 Mühltal
Germany

After receiving and inspecting the goods by our customer service, we will refund your money (excluding return shipping costs) using the same method by which it was received. If the goods are used and/or not in their original packaging and sealed, we unfortunately cannot process a refund.

If you want to return some or all items from your order to us, please allow up to a few business days (excluding weekends and holidays) for your return to arrive back at our warehouse and be processed. We will send you a confirmation email as soon as your return has been received by us.
Klarna will send you your invoice via email as soon as your order has been shipped. Please make sure to observe the payment deadline specified on your invoice. Klarna invoices are due 30 days after you have received your invoice. Your statutory right of withdrawal, as well as the Woodberg return policy, remain unaffected by this deadline. You only pay for the items you actually keep.
If you have just returned one or more items and the end of the payment deadline is approaching, we recommend that you register the return in the Klarna portal. If you have any questions about this, Klarna customer service will be happy to assist you.
If you have still received a reminder despite returning your items or

If you have already returned your order:
If the payment deadline date on the invoice has passed, Klarna will automatically send you a reminder. In this case, please contact Klarna customer service directly.

If you are waiting for a refund:
The amount for items you have returned but already paid for will be automatically refunded to you by Klarna. Please wait for the updated invoice that confirms the return has been received. After that, you can expect about 2-5 additional business days for the amount to be back in your account.

For further questions regarding your Klarna invoice, please contact Klarna customer service directly.

Please make sure to get a shipping receipt when you drop off the return. With the return number on your receipt, you can keep an eye on the current status of your return.
We will send you a confirmation email as soon as our customer service has checked and processed the returned goods. This may take 2 to 5 business days after the arrival of your return, depending on the volume. Your money will then be refunded in the same way it was received – depending on the payment method, it may take an additional 2-3 business days for the refund to reach you. If you paid with Klarna, your invoice will be canceled or adjusted.
If you have not received a confirmation of your return from us after the respective return and processing period, please contact our customer service at support@woodproberg.com. To ensure we can process your request immediately, please provide us with the order number.

Feel free to contact our customer service at support@woodproberg.com . We will check for you whether an exchange is possible and how you need to proceed.

You can also return your order in our store. This saves transport costs and is good for the environment. Your order will then be forwarded to our customer service, which will take care of the refund. The refund will be processed using the same payment method that was used for the order.

You can find us at the following address:
Woodberg
Schulstrasse 11
64283 Darmstadt
Germany

Opening hours:
Tuesday – Friday: 11:00 AM – 2:00 PM & 2:30 PM – 6:00 PM
Saturday: 11:00 AM – 5:00 PM