Help & Contact
Order & Delivery
Where is my order?
The order status can be viewed in the customer account if an account was created when the order was placed. As soon as the shipment has been sent, an email including a shipment tracking link will be sent.
For further questions about the order status, the contact form below can be used.
When will my order be delivered?
Delivery within Germany takes place within 1-2 working days for items in stock.
Orders placed by 2:00 p.m. will be shipped the same day.
The delivery can be tracked via the link in the shipping confirmation email.
What are the shipping costs?
Shipping within Germany costs €6.90. From an order value of €100, shipping is free (in Germany). The shipping is carried out by DHL.
The shipping costs for all other countries are calculated at checkout.
What shipping options are you offering?
Shipping is carried out by DHL only.
Can I exchange my order?
An order cannot be exchanged one-to-one. If a different product is desired, the ordered product must be returned and the desired product must be ordered again.
Can I return my ordered items?
Items that are unused, undamaged and in their original packaging can be returned. The request for a return is communicated using the contact form below and stating the order number. Returning the items is at your own expense.
Where can I find my invoice?
The invoice for an order is sent exclusively by e-mail to the e-mail address provided with the order. A link to download the PDF invoice is included in the order confirmation email.
What payment options are there?
Depending on the region, different payment methods such as credit card or PayPal are available at checkout. The payment methods in advance and cash on delivery are not offered.
Products
What wax is used for the candles?
100% natural wax is used. The candles contain no paraffin.
How do I properly care for my candle?
For best results follow instructions on How to handle your candle to properly take care of your candle.
How do I achieve the best possible fragrance experience?
For best results follow instructions on How to handle your candle to properly take care of your candle.
Are there vouchers?
Yes, vouchers can be bought here .
Where can the vouchers be redeemed?
Vouchers can only be redeemed for the purchase of products on www.hoefe.berlin during the ordering process. They are valid for 3 years from the date of purchase. Any remaining balance will not be paid out.
