FAQ / Frequently Asked Questions

Thank you for browsing our online shop! We hope you like it here! Here you will find frequently asked questions and useful information about our FRANK WALDER online shop.

How does the ordering process work at FRANK WALDER?

The first step is to select the desired product from our range and place it in the shopping basket.
The shopping basket shows you all the items. At this point you have the option of redeeming a voucher. To do this, click on ‘I have a voucher’ and enter the relevant voucher code. Then click on ‘Checkout’ to proceed to the next step.
You can now create a customer account and complete future orders more quickly. To do this, enter your name and address details and click on ‘Continue’. If you already have a customer account, please enter your e-mail address and password in the corresponding fields under ‘I am already a customer’. Please note: If the delivery address differs from the billing address, please click on ‘The delivery address differs from the billing address’ and enter the correct delivery address.
Please then select the desired payment method and click on ‘Continue’.
You will now be taken to the order overview. Here you have the opportunity to check the address data and the order again and, if necessary, redeem your voucher code if you have not already done so in the shopping basket itself. It is also important here to tick the box for the terms and conditions and thereby agree to them.
By clicking on ‘Order with obligation to pay’ you submit the order to us and finalise your order.

How can I return something?

With us you take no risk. You can try on all items at your leisure for 14 days. If the delivery does not meet your expectations, simply send it back to us. Of course, you will not incur any additional costs.

Pack the item you wish to return in a suitable box - preferably in the original box to avoid transport damage. Please also enclose the goods and delivery note. Stick the pre-addressed return label, which you will find on the invoice, over the old parcel label with your address.

Your DHL parcel shop will accept the return free of charge. We will pay the postage. Use the following link to find the DHL parcel shop in your area.

How can I redeem my voucher?

After you have placed the desired goods in the shopping basket, you have the option of entering a voucher code in your shopping basket. You also have the option of redeeming a voucher at the end of the order process on the page with the ‘Order with obligation to pay’ button.