FAQ

If you notice that the delivery address data is incorrect, please contact us immediately via our ticket system or write us an email. Since we usually finish and pack your product relatively quickly, every minute counts here, so to speak, so that we can still make changes.

As soon as your order has been handed over to the logistics provider, you will automatically receive a shipment notification for your order. This also includes a link to the shipment tracking or the tracking number.

If you have not received a shipping confirmation after some time and you cannot find the email in your spam folder, please contact us via the support ticket system through your customer account. If you did not create a customer account when you placed your order, please send us an e-mail to support @ tierkerze . de. Please include the order number of your order in this e-mail so that we can check directly if there is a problem.

Unfortunately, this is not possible. Only, if you have made a mistake with the personalization data, we will try to use the correct data before shipping. For this you have to contact us immediately via our ticket support system.

Once you have ordered from our store, an order confirmation email will be sent to you after successful payment. This summarizes once again the data of your order. This e-mail will be sent to the e-mail address you entered when placing your order.

If you have not received a confirmation email after some time, please check your spam folder. Otherwise, please contact us via our support ticket system or, if you have not created a customer account, by email to info @ tierkerze . de)

Once you have ordered from us, we usually ship within 1 - 3 business days via DHL. You will automatically receive a shipping confirmation email with a link to track the shipment and your tracking number.

If you have created a customer account when placing your order, you can also check the status of your order at any time via your customer account.

Please contact us via our support ticket system (if you already have a customer account with us) or via email (support @ tierkerze . de) if you want to cancel your order. If your order has not been processed yet, we will cancel the order and pay the money back to you via your chosen payment gateway.

Please note that repayments via credit cards usually take a little longer, but we have no influence on that!

If your order is already being processed, has already been personalized or has already been handed over to the logistics provider, a cancellation is unfortunately no longer possible.

In our store we offer different payment options for you. These are:

• PayPal
• Credit card (Mastercard, Visa, Discover, American Express)
• Google Pay
• Apple Pay
• Klarna
• Giropay
• Instant bank transfer
• WeChat
• AliPay
• Amazon Pay

When paying via Klarna, you will receive an invoice from Klarna and it is also mandatory to transfer the amount to Klarna!!!!

Just choose the best payment method for you. The shipping costs are partly dependent on the selected payment method. The prices listed in the respective offers are final prices. They include all price components including any applicable taxes such as VAT.

Only in the case of cross-border delivery may further taxes (e.g. in the case of an intra-Community acquisition) and/or duties (e.g. customs duties) be payable by you in individual cases, but not to the seller but to the customs or tax authorities responsible there.

The possible delivery and shipping costs are not included in the purchase price, they are available on the page "shipping costs", are shown separately during the ordering process and are to be paid by you additionally.

When paying via Klarna, your shipping address must be from Germany and also the corresponding phone number. Please make sure that your email address is correct, because the further payment communication will be done directly with Klarna.

Once your order has been shipped from us, you will receive the corresponding payment information from Klarna. Please make sure to transfer the amount ONLY to to transfer the Klarna account!

If you have forgotten your password, it's no problem. Just click on the customer account icon in the navigation. There opens a pop-up for the registration or login. There is a link "forgot password" click on it and enter your email address. You will receive an email with a link to reset your password.

You can easily change your address data in your customer account under the menu item "Address".

Please log in to your customer account. Under the menu item "Orders" you will find an overview of all your orders. With the button "View" you can view the order in detail.

Our vegan candles are made from 100% canola wax, which is a renewable resource. The candles have an FSC-certified wooden lid, which also closes the candle with fragrance by means of a silicone ring.

All our candles are lovingly handmade in a family business in Germany. Thus, each candle is also a unique piece.

When you order a personalized animal candle, you must provide various data. After order we transfer the data to the label for the candles.

The animal candles have a burning time of about 52 hours.

Our candles are 100% made in Germany and we support a particularly good carbon footprint.

Yes, you can. However, make sure that you create a support ticket via your customer account beforehand. We will then send you a delivery bill and a shipping label. So we can assign the products to the respective orders.

If you have received a broken or defective product, please open a support ticket via your customer account. If possible, send a picture or video directly in the ticket. We will review it and you will have the opportunity to request a replacement or refund for it.

If, contrary to expectations, you have received an incorrect product from us, please open a support ticket via your customer account. We will check the issue and usually send you a return shipping label, with which you can easily send the product back to us.

You can also decide whether you want to receive the right product from us or whether we should refund the money. The exchange is of course completely free of charge for you!

Yes, once we personalize a product for you, it is excluded from cancellation. This does not apply to incorrectly sent products or errors in personalization. In this case, we will of course take the item back or offer you an exchange free of charge.

Your money will be refunded as soon as your return has been processed and inspected. The money will then normally be refunded the way you originally paid for your order. Please note that if you paid by credit card, the refund process usually takes a little longer. Unfortunately, this is not up to us but to the credit card institutions!

Basically, we always try to get your money to you as soon as possible!

If, contrary to expectations, you are not satisfied with your purchase of 100%, you can exercise the statutory right of withdrawal and cancel the purchase contract within 14 days of receipt of the goods without giving any reason.

Of course! When the package is on its way to you, you will automatically receive a notification email from our system with a tracking link and tracking number. By clicking on the link you will be taken to the tracking page where you can view the status of your shipment.

If you have ordered with DHL, you can also send your order to a packing station without any problems.

Please enter in the field street "Packstation an" and instead of the house number your Packstation number. In the field address addition please enter your postal number.

If the package is severely damaged, please refuse to accept it, so that this package will then be automatically returned to us.

If you have accepted the package anyway and the goods are damaged, please contact us via the support ticket system so that we can process your complaint there. Please also send us some photos in the ticket, this is very helpful for us and for the insurance claim with the logistics provider.

For shipping within Germany, we charge a flat rate per order 4.90 shipping costs. From a gross order value of € 39.00 we ship free of charge.

For orders within Europe and to the world, shipping costs are calculated exactly at the checkout.

We ship all our orders from Germany. For this reason, there are no customs duties or import taxes within the EU. 

However, when shipping to countries outside the EU (eg Switzerland) may incur customs duties and import VAT. These costs are 100% to be borne by you. Even if you refuse to accept the package, the logistics companies will still collect this money from you or will be deducted by us in a refund from the credit.

We usually ship with DHL Paket or DHL Warenpost. To European or third countries we also ship optionally with Parcel One or DPD.

After receiving your order, we usually need 1 - 3 business days to process and finalize your order. After that, the order will be transferred to the logistics provider. Once you have received a shipment notification here, you should receive your order within 2 - 4 business days within Germany. You can check the status of your shipment at any time via the tracking link.

On special days of the year (e.g. Black Friday, World Dog Day, World Cat Day, Christmas, etc.), orders may be slightly delayed due to a higher shipping volume.

A shipment within Europe usually takes around 5 business days until delivery, for worldwide shipping between 5 - 7 business days.

If you still have not received your order after 14 days, please contact us via our support ticket system or by email to support @ tierkerze . de.