Questions & Answers

• Product
• Order process
• Shipping and Delivery
• Payment Methods
• Gift Cards and Discounts
• Returns and Refunds
• Customer Account
• Technical Issues
• Questions regarding Care, Material, Sustainability, and Production
• Retailers

Questions about the product

How do I find the right size?
We offer sizes XS to XXL. Our sizes run "true to size," ensuring, for example, that sleeves are long enough and jackets and vests are not too tight. You can usually find a detailed size chart below the product, which you can compare with your measurements or with a well-fitting item from your wardrobe. You can also contact us via email or phone - we are happy to assist you!

The desired product is not available - can I pre-order it?
If a product is not available, please email us at post@waldkauz.net, and we will add you to our pre-order list without obligation. You will receive an email when the product is available again and can be ordered online.

Do you offer custom-made products?
While we are still small, we typically produce in larger quantities and offer them in standard sizes. Custom-made products are unfortunately outside our timeframe and budget. We can explain why: In our small workshop with a total of 9 employees, we produce small series, constantly develop new products, and work on new ideas. For custom-made products, we would need to interrupt our processes and invest a lot of time, making the product at least twice as expensive in the end and disrupting other work steps. We aim to offer satisfied customers a balanced price-performance ratio, which would be thrown off balance by custom-made products. Ultimately, no one would benefit from this, so we have decided not to accept custom-made orders anymore.

How do I properly care for my products?
Our products are designed for everyday outdoor use, using durable materials that can withstand a lot. For example, you can easily brush off rough dirt from the loden fabric, and unpleasant odors can usually be aired out. The leather can occasionally be treated with leather conditioner, but it's not necessary. Please take our loden clothing to a reputable cleaner if necessary, as they often have leather accents.

Does the leather used transfer color?
One reason we chose leather as a material is for its unique character. It continues to live on in the product and changes depending on how it's used. Leather can potentially transfer color, especially onto light textiles, especially when moist or wet. Although this happens extremely rarely, it is possible.

How long does loden actually last?
Loden has been used for centuries by hunters and shepherds for outdoor activities. Loden is very durable and has a long lifespan. With heavy use, the loden pile may wear off, but the fabric remains strong and can still be used. Since loden is a pure natural product, it may naturally wear off over time. However, this would also happen with a good wool sweater if worn daily. Unfortunately, this compromise must be made with a natural material, but a little patina doesn't harm loden products!
More about loden can also be found on our Website

Can I personalize my product?
No, we do not offer personalization of our products.

Is there a warranty for the products?
Of course, we provide the legal product warranty (2 years) for manufacturing defects and material defects for our products.  

Do you also perform repairs?
We certainly repair all WALDKAUZ and STEINKAUZ products! Please email us at post@waldkauz.net, informing us of what needs to be repaired. Photos of the damage sent along help us assess what steps to take next. Outside of the warranty, we can repair your WALDKAUZ/STEINKAUZ item in our workshop for €48 per hour plus costs for materials and shipping. Normally, repairs take two weeks.

Do you offer a re-waxing service?
No, we do not offer a re-waxing service, but you can find detailed instructions in our Youtube-Video. We always use Dr. Gee's wax block for re-waxing, but it also works with any other commercially available wax and a hairdryer.

Questions about the ordering process

How can I view the status of my order?
You can check the status of an order at any time in your customer account. Additionally, after placing your order in the online shop, you will receive an order confirmation via email. There you will find the link to your customer account, where you can view all orders you have placed. In the detailed view, you will also find the status of the order and information on package tracking.

Is my order on its way?
You can check the status of your package at any time in your customer account.

Can I change the delivery address afterwards?
As long as your order has not yet been marked as "Shipped," you can still change the delivery address. Please call us (Monday to Friday from 9 am to 4 pm at +49-2131-547553) or send us an email with the correct delivery address.

Can I cancel my order afterwards?
You can cancel an order afterwards if it has not yet been shipped. Please call us (Monday to Friday from 9 am to 4 pm at +49-2131-547553) or send us an email. If the package has already left our warehouse, you can return the order within 14 days and send back the goods to us.

Questions about shipping and delivery

Which shipping service provider do you use for your packages?
We ship all our packages with DHL. In foreign countries, these are then processed further by other service providers depending on the destination country.

What are the shipping costs?
Shipping costs vary depending on the destination country and are automatically calculated by the shop when ordering. You can find a list of shipping costs in the footer under "Payment and Shipping."

Which countries do you deliver to?
We deliver to Germany, the EU, as well as Liechtenstein, Iceland, Norway, Canada, the USA, Australia, and New Zealand. A list of countries can be found under "Payment and Shipping."

Do you deliver to Switzerland?
We offer shipping to Switzerland through the shipping service provider meineinkauf.ch . Please note the terms and fees of meineinkauf.ch.

How long does shipping take?
Shipping usually takes 2 - 3 days within Germany, and within the EU, it's usually 4 - 5 days after receipt of payment. More detailed information can be found with our shipping service provider DHL.

Where can I find the tracking number for my order?
You can find the tracking number in your customer account in the detailed view of the order. Please enter this at DHL shipment tracking.

Can I have my package delivered to a parcel station?
As long as your package is not too large, you can have it delivered to a parcel station. Please follow the addressing guidelines for the parcel station.

Is my package insured?
All packages are insured up to €500 by default. For orders over €1000, we additionally insure the packages.

My order hasn't arrived yet - what can I do?
Please track your order using the tracking number provided via email or in your customer account. If the package is stuck for several days, please contact us. We will then investigate and initiate a re-delivery if necessary.

Do you have a retail store where I can pick up my order?
There is no conventional retail store. However, you can pick up your order personally at our warehouse by appointment, but we cannot provide consultation or exchange there.

Questions about Payment Methods

Which payment methods do you offer?
You can pay with us via bank transfer in advance or with PayPal. For existing customers in Germany, ordering on account is also possible from the second order onwards. You can also find more information in our terms and conditions.

Why can't I order on account?
Unfortunately, purchasing on account is not available if you do not reside in Germany or if your first order is not yet completed.

I have ordered in advance – what do I need to consider?
You will automatically receive an order confirmation by email. In it, you will find the amount to be paid, the order number, and at the end of the email, the payment details (IBAN). Please transfer the amount including the shipping costs to us. After receipt of payment into our account, your order will be processed and shipped. You will receive the invoice together with the package or, upon request, in advance by email.

Why can't I order with a credit card?
At the moment, payment with a credit card is not possible, but we are currently examining this possibility.

Questions about Vouchers and Discounts

How do I redeem a voucher or discount code?
Please enter your discount code during the ordering process in the corresponding field of the shopping cart and confirm the entry with the green arrow or the "Enter" key. The deducted amount will then be displayed in your shopping cart.

I cannot read a digit on my voucher – can you help me?
If you cannot read a digit on the voucher, please contact us by email and send us a photo of the voucher.

The online shop does not accept my voucher.
Please send us a photo of the voucher by email in this case or contact us by phone.

Can I redeem a Waldkauz voucher at Steinkauz (and vice versa)?
Yes, all vouchers can be redeemed in both shops.

Do you offer discounts?
We are a manufacturer with very high-quality, handcrafted products made from the best materials, and there is no room for discounts. Feel free to register in your customer account for our newsletter - there we will inform our customers about upcoming promotions and news. 

Questions about returns and refunds

How do I return an item?
If you want to return one or more items within 14 days after receipt, please use the return form, which you will find attached to the order email as a PDF and in printed form in your package. Please fill out the form completely and send the package to the address provided:
Waldkauz GmbH & Co KG
Berghäuschensweg 57-59
Hinterhof, Lager
41464 Neuss
Germany

How long is my right of return?
You have the option to revoke your order within 14 days of receiving the goods without providing reasons. Further details can be found on our shop page "Right of Withdrawal" and in our terms and conditions.

Do you offer free returns?
As a small company, we cannot and do not offer free returns, and there are several reasons for this: Taking into account all factors such as labor costs, packaging, processing of returned goods, etc., a return costs us an average of 20 €. The goods are then not available for sale for up to 3 weeks, which often leads to us having to turn down interested customers or postpone their orders due to our sometimes very small production quantities. In addition, returns burden the environment: huge amounts of cardboard boxes and packaging material are transported around. This is not sustainable and does not fit with our basic attitude.

Questions about the customer account

Do I need a customer account?
No, you can also order from us as a guest. In this case, do not select the option "Create customer account" during the ordering process. Your data will then only be used for order processing.

How do I set up a customer account?
You can register as a customer on the top of the shop page with the person silhouette or select the option "Create customer account" within the ordering process.

How do I change my data in the customer account?
Please log in to your customer account with your access data. In the overview on the left, you can select and change the individual data areas. Please do not forget to save the changes.

What is my customer number?
You can find your customer number on the invoice in the top right corner.

I forgot my password, can I restore it?
If you want to log in to your customer account and do not know your password, you can regenerate it. Please select the option "I forgot my password" in this case.

Can I delete my customer account?
Of course, we can delete your customer account at your request. Please send us an email to post@waldkauz.net regarding this matter.

Questions about technical issues

I cannot log in to my customer account – what now?
If you cannot log in to the customer account page, please reset your password there. Of course, we are also available to answer your questions and solve problems by phone (Monday to Friday from 9 am to 4 pm at +49-2131-547553) or by email.

My PayPal payment did not work – what can I do?
If your PayPal payment did not work, you can change the payment method in your customer account or make a new attempt with PayPal.

I have not received an order confirmation
The order confirmation is automatically sent by our shop system to the email address you provided. Please also check your spam folder. If you cannot find it, there may be a spelling mistake in the email address - please contact us by email at post@waldkauz.net or by phone (Monday to Friday from 9 am to 4 pm at +49-2131-547553).

Questions about care, material, sustainability, and production

Where are the products manufactured?
We produce part of our products locally in our studio in Neuss and part with so-called intermediate masters in Germany and the EU. Why? Quite simply because we do not want to deal only with the production of finished products here on-site. In our studio, we are constantly working on new products, developing, testing, and improving them. This is the most important work for us, and we need to free up some of our time for it. Our long-standing partner companies have been carefully selected by us and know what matters to us in terms of quality and processing.

What materials do you use?
We only use high-quality materials, paying meticulous attention to quality. For the products, we mainly use loden, felt, (nubuck) leather, cotton, polycotton, and waxed cotton. Even for smaller production parts such as zippers, buckles, carabiners, and buttons, we only use products from well-known manufacturers that we have extensively tested. In our blog post, we have explained many of the materials used and their properties in more detail.

What is the difference between loden and felt?
The crucial difference between the two fabrics lies in the manufacturing process. Felt is made from raw wool. The wool is combed and fulled with water but never woven. The starting material for loden is spun wool, which is first woven and then fulled with water. The weaving process creates a higher strength of the material compared to felt.

How do I properly care for my product?
Like any product that you want to enjoy for a long time, our products also need a little care from time to time.

With wool, dried dirt can often be brushed out with a clothes brush, and unpleasant odors usually disappear through thorough airing, for example, hanging overnight on the balcony. If you do want to wash wool products, please use a wool detergent and wash them in the wool wash cycle of your machine at a maximum of 30 degrees. If you then lightly shape the product and dry it lying flat on a towel, you will have long-lasting joy with the product.

Leather articles are happy with a little leather fat (rarely and sparingly) when used, then the leather remains cared for and supple.

Waxed cotton and waxed polycotton can be waxed at any time if necessary with a commercially available wax block or wax spray, then the fabric remains water-repellent for longer. You can find detailed instructions in our Youtube-Video.

Where does the wool you use come from?
The wool for our loden fleece jackets is guaranteed to be mulesing- and sheep-dipping-free, i.e., it does not come from Australia but mainly from South Africa and South America. The wool used for the mountain loden comes from the Alps. From this, we manufacture our robust backpacks and bags.
For a few loden cloths that we use mainly in bags, we do not yet have a guarantee that they are mulesing-free, as they are not exclusively woven for us.

What is the difference between "water-resistant," "water-repellent," and "waterproof"?
Water-resistant textiles:
We find this term misleading and therefore avoid its use because fabrics referred to as water-resistant can repel water to a limited extent and for a short time. However, they are not truly waterproof, let alone -proof, and therefore not suitable for prolonged exposure to moisture or rain.
Water-repellent textiles:
These textiles are not waterproof, but they have special properties or treatments that prevent water from penetrating the material. Waxed cotton and waxed polycotton, as used in some jackets and pants, for example, are examples of water-repellent materials. They can repel light rain or moisture, but in heavy rain or prolonged exposures, they can become saturated.
Waterproof textiles:
These textiles are designed to completely repel water and keep the wearer dry. They are often made through a special coating, membrane, or material combination. Waterproofness is often measured by the hydrostatic head, which indicates how much water pressure the material can withstand before it becomes permeable. A higher hydrostatic head indicates higher waterproofness. Neither our loden products nor our waxed cotton and polycotton fabrics can be described as waterproof. This requires membranes or materials sealed with plastics (e.g., polyurethane or silicone).

Is loden waterproof?
Loden is not waterproof but water-repellent. In reality, loden handles water quite differently than, for example, a membrane fabric or coated textiles and therefore cannot be properly categorized. Loden deals with moisture from both inside and outside and regulates it while maintaining optimal breathability. The wool fiber can absorb up to 30% of its own weight in moisture without feeling wet. When the outer fibers are saturated, they also form a natural barrier against further water penetration. For example, our loden fleece becomes externally wet in the rain, but it takes a long time for the moisture to reach the interior. With a typical light summer rain, you can sometimes wear a loden fleece jacket for several hours before it feels wet inside. It works the same way in the other direction, allowing moisture released by the body to be absorbed by the wool and released into the environment. Therefore, a loden jacket almost always feels pleasantly dry, even if you sweat. One downside of loden is its longer drying time compared to synthetic fibers. Fortunately, it's not a myth that wool also provides better warmth when damp than synthetic fibers, and as mentioned, the jacket feels dry again even with 30% residual moisture. This interaction with moisture creates a wearing climate in loden that is unparalleled.

Is waxed cotton or waxed polycotton waterproof?
Waxed fabrics are not waterproof but water-repellent. Depending on the fabric, intensity of waxing, and usage condition, this treatment can vary greatly from "close to waterproof" to "slightly water-repellent." Freshly waxed fabrics usually withstand longer, not too heavy rains quite reliably. However, clothing worn for a longer period becomes increasingly permeable through wearing and washing. The great thing about wax impregnation is that you can always renew it and thus control the degree of impregnation yourself. We have made a helpful video on YouTube showing how easy it is to re-wax them yourself.

Are your products sustainable?
The topic of sustainability does not really play a role for us because we are simply sustainable from the ground up. We are happy to explain why: Sheep's wool and thus loden are natural renewable raw materials. In today's times, in our opinion, the often misused term sustainability can therefore be used with a clear conscience here because wool is part of a whole cycle of sustainable processes. In addition, our products are manufactured locally - from the production of the basic materials to the sewing of the product. Loden, felt, and leather are produced in Germany, and our production takes place in our own studio, partly in Germany and partly in European countries. This way, we keep all routes from material procurement to production as short as possible and also ensure fair and decent working conditions alongside.

Questions about our Retailers

Are there retailers with a physical store that carry your products?
We have a list of our retailers on our website. Please contact the retailer beforehand if you are interested in a specific product, as retailers usually do not have our entire range in stock.

Other Questions

For any other questions, feel free to contact us by email at post@waldkauz.net or give us a call - you can reach us by phone from Monday to Friday at +49-2131-547553.

We are happy to help!