FAQs
Questions about delivery
How much are the shipping costs?
Shipping costs within Germany are €5.90.
For other EU countries, shipping costs are €10.90.
For orders totaling €100 or more, we offer free shipping within Germany and the EU (excluding Norway, Iceland, Liechtenstein, Albania, Switzerland, Turkey, Russia, North Macedonia, and Montenegro).
For freight forwarding deliveries, costs are calculated on a case-by-case basis.
How long will it take for my order to arrive?
For items in stock, delivery typically takes 3–5 business days from the date the order is received.
Delivery times may vary for items shipped via a freight carrier. In such cases, delivery is typically scheduled in advance.
Is express delivery available?
We do not currently offer express delivery.
Can I have my order shipped to a different address?
Yes, you can provide a different shipping address during the ordering process.
To which countries do you ship?
We ship to all EU countries.
Exceptions include Norway, Iceland, Liechtenstein, Albania, Switzerland, Turkey, Russia, North Macedonia, and Montenegro.
If I place multiple orders on the same day, do I have to pay shipping costs each time?
Yes, each completed order is billed separately, so shipping costs apply to each order.
Questions about payment
What payment options are available?
You can pay securely and conveniently with VISA, Mastercard, PayPal, Klarna, and Shopify Payments.
Through Shopify Payments—Shopify’s built-in payment solution—you also have access to additional fast payment methods such as Apple Pay, Google Pay, and Shop Pay.
Please note that the availability of individual payment methods may vary by country.
Can I order on account?
We do not currently offer standard purchase on account. However, you can place an order on account via Klarna.
Questions about returns
What should I do if I want to return an item?
Inside the shipping box, you will find a pre-paid return label and a return form. Please fill out the return form, select the reason for the return, place the item in its original packaging, attach the return label, and take the package to your nearest shipping store.
For items delivered by a freight carrier, please contact our customer service team to arrange for pickup.
Which items are excluded from returns?
For hygiene reasons, used hygiene items (e.g., toothbrushes, soap, etc.) are excluded from returns.
When will I get my money back once my return has been processed?
Once we have received and inspected the returned item, the refund will be automatically credited to the account from which the original payment was made.
What warranty rights do I have if a product defect occurs?
Even after the two-year statutory warranty period has expired, we remain very accommodating when it comes to product defects. Please contact us in this case—together, we will find a suitable solution.
How long is the return period?
You may return your items to us within 30 days of receiving them.
General Questions
How can I contact Decor Walther?
You can reach us by phone at +49 (0) 69 272279-0, by fax at +49 (0) 69 272279-27, or by email at webshop@decor-walther.de or conveniently via our Contact Form.
You are also welcome to visit us at our Home & Bath Store at Berliner Str. 56-58, 60311 Frankfurt am Main.
What are the opening hours for Decor Walther / Home & Bath Store?
The Home & Bath Store is open Tuesday through Friday from 11:00 a.m. to 7:00 p.m. and Saturday from 10:00 a.m. to 6:00 p.m.
Is it possible to customize products?
Yes, you can customize your products. Please contact our customer service at webshop@decor-walther.de or through our Contact Form.
Can I change or cancel my order after it has been placed?
Yes, you can cancel your order. Please contact our customer service as soon as possible so that we can process the cancellation before your order is shipped.
Customer Account
What are the benefits of a customer account?
Creating a customer account allows you to save your preferred payment method, as well as your shipping and billing addresses, to speed up the checkout process. You’ll also have quick access to your past orders.
Can I change my address? If so, how?
In your customer account, you can add a new address or edit existing addresses under "Addresses."
How do I change my billing address?
After logging in to your customer account, you can edit your billing address or add a new address in the "Addresses" section.
Questions about the products
Does Decor Walther offer replacement parts (e.g., for soap dispensers, glasses, etc.)?
Yes, we offer replacement parts for many of our products. For inquiries regarding replacement parts, please contact our customer service directly. You can reach us by phone at +49 (0) 69 272279-0, or by email at webshop@decor-walther.de or conveniently via our Contact Form.
Are the necessary installation materials included?
The necessary mounting hardware is usually included, ensuring a simple and secure installation.
Are assembly instructions included, or are they available for download?
Assembly instructions are usually included with products that require assembly.
Please note that separate assembly instructions are not available for all items. If available, you can download them from the respective product page.
How do I properly care for my Decor Walther products?
Each product comes with care instructions. If you no longer have these, you can find the relevant information on the respective product page or on our central Care Instructions Page on the website.
As a general rule, we recommend using mild cleaning agents and avoiding abrasive cleaners or harsh chemicals to protect the high-quality surfaces.