FAQ - Frequently Asked Questions
Your questions, our answers – Here you will find everything you need to know about our products, orders and services.
When can I expect my order?
In order to keep our prices as low as possible for you, Lichtwell has the products delivered to you directly from the manufacturer or supplier. Therefore, delivery may take a little longer than you are used to. It takes about 1-2 working days until your order is successfully processed. The average delivery time is about 2-14 working days in Germany, Austria & Switzerland.
The expected delivery time has passed. Where is my delivery?
In most cases, orders are delivered within the estimated delivery time. Unfortunately, an order can be delayed. Have you waited 7 additional days after the original delivery time and still haven't received your order? Please send an email to: support@lichtwell.com
How much are the shipping costs?
When you order from Lichtwell, you can always benefit from free shipping in Germany, Austria & Switzerland.
What payment methods are available?
Lichtwell always offers secure payments. We use the most widely used payment providers in Germany & Austria:
- Paypal
- Klarna
- Visa
- Mastercard
- Meastro
- American Express
- Google Pay
- Apple Pay
I'm missing some packages, how is that possible?
Some orders are shipped in separate packages due to weight restrictions. To ensure product quality, the products you order may come from different suppliers. If you order multiple products from us at the same time, it is possible that the products will not be delivered at the same time.
Don't worry, your order is on its way. The rest of the order is usually delivered within 1 to 3 working days.
What should I do if I receive a damaged shipment?
Unfortunately, it can happen that your order is damaged during delivery. As a customer, there is of course nothing you can do about it. In this case, please contact our customer service immediately by sending an email to support@lichtwell.com. It is necessary to take photos of the complaint and attach them to your email.
Please do not return the item without sharing pictures with us. We will then unfortunately not be able to find a suitable solution for you. Our customer service will process your message as quickly as possible and work with you to find the best solution.
This happens if you have bought the wrong product, it doesn't fit, or you no longer want the item.
You first contact our customer service ( info@lichtwell.com ). We will see what the best way out is for you. If we are unsuccessful, you only pay the shipping costs for returning the product to us.