Our answers to your frequently asked questions.
Order & shipping
All questions around the ordering process.
1. How long will the delivery take?
Delivery time for Germany:
The delivery time for packages and freight shipments within Germany will take 3 to 5 working days.
We use DHL and DPD as shipping carriers for parcels within Germany.
Express delivery Germany:
Express delivery on the next working day, if the article is in stock and you order before 11 am. The express delivery is only guaranteed for Germany. Please choose the shipment method "DHL Express" during the checkout process.
Delivery time for other countries:
The delivery of parcels to other countries will take 3 to 7 working days.
Parcels to other countries will be send via DPD usually.
Delivery time for freight shipments to other countries: on request (depends on volume).
We will select the most suitable logistics partner for any freight shipments to other countries.
2. How high are the shipping costs?
The shipping costs are £8,55 for shipping within Germany (VAT not included), does not apply to islands, freight shipments and bulky goods. The shipping costs to other countries and our flat fees for freight shipments can be found in the table below.
Express delivery Germany:
Express delivery will happen on the next working day, if the article is in stock and you order before 11 am. We will add a surcharge of £7.65 (VAT not included). Please select the shipment method "DHL Express" during the checkout process.
Haulage company *
|Deutschland - Inseln||£10.80||£315.00||£81.00||£1,125.00|
|Îles françaises *||£45.00||£1,350.00||£180.00||£2,430.00|
|Great Britain - Isles *||£27.00||£810.00||£216.00||£2,700.00|
|Italia isole *||£27.00||£810.00||£180.00||£2,430.00|
|Portuguesa - Ilhas *||£45.00||£1,350.00||£270.00||£3,600.00|
|España - Islas *||£45.00||£1,170.00||£180.00||£2,430.00|
The icon for haulage shipments means that those articles need to be put on a pallet and shipped with a haulage delivery company.
Woerner will cover the delivery costs for all articles with a free delivery icon.
Please check the terms and conditions for more information.
3. How can I exchange or return goods?
In Germany we will collect return shipments for a flat rate of just 6 € per package. For freight shipments you only pay a flat rate of 25 €.
Unpaid return shipments will not be accepted.
For other countries we will collect return shipments at cost.
Returning damaged goods is free, of course.
Please make sure that the products are packaged and ready for collection. Please fill out the attached return form and include it in your shipment.
We will be happy to assist you with any questions.
Freephone: 00800 19 63 76 37
Freefax: 00800 19 73 77 37
All prices do not include the statutory VAT.
4. How can I track the shipping status of my order?
As part of your personal customer account "My Woerner", in the section for your order summary, you can see the status of your order. As soon as your parcel has been handed over to a shipping company, you can use the tracking ID to get more information about the delivery in the order summary section of your customer account.
5. How can I verify, if an order via the online shop has been received?
A few minutes after you have submitted the order to DecoWoerner, you will receive a confirmation e-mail to the specified e-mail address. If you have not received it, please check your spam or junk mail folder. If the e-mail ended up in your spam or junk mail folder, please save the sender as one of your contacts, to prevent this from happening again.
You can check the order status under "My Woerner" at any time.
6. Can I have the articles sent to another address?
Yes, you can create multiple delivery addresses, either in the "My Woerner" section or as part of the ordering process.
The goods will be sent to the selected delivery address. The invoice will be sent to the specified invoice address.
For security reasons the delivery address and invoice address have to be in the same country.
7. Do you deliver to other countries?
Yes, it is possible to deliver to other countries, if the invoice address and delivery address are in the same country. You can find the prices in our delivery costs table. Please check question 2 or under "Our delivery countries".
You cannot find your delivery country? You can still order by entering the delivery country in the DecoWoerner online shop. Please select "More countries" during the ordering process. After the receipt of the order, we will contact you about the shipping costs.
8. The shipment is incomplete. Is there going to be a subsequent delivery?
It is possible that your order contains articles with different delivery times. In order to receive the ordered articles as quickly as possible, the order has been split up and the remaining articles will be sent as soon as possible. Of course the subsequent delivery will be free of charge.
You will find a list of the delivery contents in the attached delivery slip.
9. Is there a minimum order value?
Please understand that the minimum order value for Germany, Austria, France, Spain and Great Britain is £ 30 and for other countries £ 100. For orders below these amounts, we will have to add an administrative charge of £ 6. The small volume surcharge will be added automatically to your shopping basket.
All prices do not include the statutory VAT.
10. How can I return damaged or incorrectly delivered goods?
If the delivered goods are defective or do not match your order, you can request a return service for free. Please fill out the return slip and add it to your parcel.
We will pick up the defective goods free of charge at your location. Please contact us under:
0180 59 87 87 1
07131 40 64 0
Mo - Fr 8am - 8pm,
Sa 8am - 12am
00 8001 96 37 63 7
+49 (0)7131 40 64 0
Mo - Fr 8am - 8pm,
Sa 8am - 12am
11. Do I have to register with the DecoWoerner online shop to make an order?
If you have already registered in our DecoWoerner online shop, it is sufficient to log in with your e-mail address and password. All relevant data for an order are stored in your account and can also be updated by you.
If you do not have an account in our online shop, you can register here and take full advantage of the DecoWoerner online shop. But you also have the option to create a customer account during the order process.
Payment The most important questions and answers regarding payments
1. Which payment methods can be used?
We offer the following payment methods in our online shop.
Make a payment via:
- Credit card (Visa, MasterCard, American Express)
- Direct debit
Choose the payment method that suits your needs best.
2. How can I redeem a voucher code?
You can redeem your voucher code in the shopping basket. Just enter the code in the appropriate field and click the redeem button. You can use one voucher code per order. Multiple discount offers cannot be combined.
3. What are our bank details?
Bank details for Germany and other countries:
Account number: 528335006
Bank code: 600 907 00
IBAN: DE44 6009 0700 0528 3350 06
For United Kingdom
Royal Bank of Scotland, London
IBAN: GB10 RBOS 1600 3810 2573 09
SWIFT-BIC: RBOS GB 2L
Account number: 10257309
Sortcode: 16 – 0038
IBAN: FR76 1470 7501 9070 2172 6603 976
RIB: 14707 50190 70217266039 76
General questions Helpful tips and answers for technical problems or questions around the online shop.
1. What is "My Woerner"?
My Woerner is your personal customer account in our online shop. There are a number of benefits associated with having your own customer account:
- You can review your past orders at "My Woerner" and easily re-order popular items.
- You can check the order status or even track your order.
- Manage your personal details
- You can specify multiple delivery addresses.
- You can subscribe to the newsletter in the section for your personal details.
- Your favourite articles as well as decoration ideas can be viewed and managed in your wish lists.
If you would like to register with the DecoWoerner online shop, please click here and proceed with the registration. Alternatively, you can also register during step 2 of the ordering process.
2. I have forgotten the password for my personal customer account.
No problem! You can have a new password sent to you. Go to the login page of your customer account and click on "Forgot your password". Enter the e-mail address that you have registered with the online shop and click on the green send button. You will then receive a link via e-mail. You can specify a new password with the help of the linked page.
3. How can I subscribe to the newsletter?
You can subscribe to the newsletter at the lower part of the homepage in the DecoWoerner online shop. Just enter your e-mail address in the specified field and click on the arrow.
You can also subscribe to the newsletter if you are logged into your customer account or via the customer service section.
If you would like to sign up for the newsletter now, please click here.
4. How can I unsubscribe the newsletter?
In the customer service section click on Newsletter. In the left navigation you can go to a page to unsubscribe the newsletter. Enter your e-mail address and click on the unsubscribe button. If you want to unsubscribe our newsletter, please click here.
Alternatively, you can use the link at the end of each newsletter: "Click here to cancel your newsletter subscription."
5. How can I find a specific article in the DecoWoerner shop?
You can use the search field in the upper section of the page to find articles quickly and easily. Just type in words such as "Summer decoration" or "Clothes stand" and hit the enter key. You can also search for the article number directly. The article number can be entered as 12345678, 123.456.78, 1504.123.456.78 or 150412345678.
6. I cannot find a specific article in the online shop anymore. Do you still carry the product?
We always aim to offer the latest decoration trends and innovations, so our product range is constantly evolving. Therefore, it is not unlikely that a certain article may be out of stock in our online shop.
However, our standard product range will be available throughout the year. If you have any further questions, please contact our customer service.
7. How can I check the availability of a product?
The availability is indicated by the traffic light symbol in the pricing window.
If the traffic light is green, the product is immediately available.
If it is yellow, the product is already on backorder and will be available shortly.
If the traffic light is red the product is not available anymore.
If the delivery date for a product changes, we will contact you via e-mail.
8. Where can I find the general terms and conditions?
You can check our general terms and conditions in our main catalogue or during the ordering process. You find the terms and conditions in the "Legal" section of our online shop. If you would like to read the terms and conditions now, click here if you are a business customer. Click here if you like to see our terms and conditions for consumers.
9. My name / address has changed.
You can easily change the personal information in our online shop. Log into your account with your e-mail address.
Go to My Woerner and edit your saved data or add other delivery addresses in the personal information section.
10. How can I get a catalogue sent to me?
You can find the latest catalogues from DecoWoerner in the lower part of our website under "Catalogues". On that page you can order our main catalogues or download them as a PDF file. The catalogue delivery is free of charge.
11. How do I get in touch with the customer service from DecoWoerner?
You can reach us under the following phone numbers:
00 8001 96 37 63 7 (Rates may vary by country) or
+49 (0)7131 40 64 0
Or write us an e-mail:
12. How can I order directly?
You can order directly via "Direct order" at the top part of our website. The direct order will save you time if you have all the article numbers at hand. Just type the article number and the desired amount in the respective fields and confirm. The article number can be entered as 12345678, 123.456.78, 1504.123.456.78 or 150412345678. You do not have to open each article separately and add them to your shopping basket.
13. Is my data secure?
At Heinrich Woerner GmbH your privacy and personal information is very important to us. That is why we strictly follow the statutory rules and regulations. Your personal information is transmitted with a secure encryption. This applies to the customer login as well as ordering process. We use the SSL (Secure Socket Layer) encryption system. Although no one can guarantee perfect protection, we make sure that our web shop and all attached systems are protected against misuse or destruction through various measures.
14. The website is not displaying correctly. What can I do?
We utilize the latest technologies to offer the best possible web experience for you. It is possible that you are using an old browser which is not supported to display our website correctly.
Our website was successfully tested with:
Google Chrome Version 17+
Mozilla Firefox Version 3.6+
Safari Version 5+
Internet Explorer Version 9+
Above, you can find links to the latest version of the respective browsers as a free download.
Please feel free to contact us for any further questions:
Freephone: 00 8001 96 37 63 7