FAQ

Payment is possible as follows:

Credit card via mollie
You can pay with Mastercard, VISA, Maestro and American Express.

PayPal
We offer payment via PayPal / PayPal Express - here you can pay with your PayPal credit, a payment by direct debit from the specified account or with your deposited credit card, depending on the setting and deposit.

Purchase by Invoice

Prepayment via bank transfer (the order will only be shipped after the money has been credited to our account)
When purchasing by invoice, the amount is to be transferred to the specified bank coordinates. They are noted on the invoice  you will receive by e-mail when you complete your order. The order will only be dispatched after the money has been credited to our account.

Our bank details for SEPA transfers:

Payee: Carl Henkel GmbH
IBAN:CH52 0077 8184 8989 6200 2
BIC: LUKBCH2260A
Reference: Your order number

Shipping, taxes and fees

We ship worldwide from our warehouse in Germany and have a small local warehouse in Lucerne for duty-free shipping within Switzerland. The shipping costs depend on your delivery country and your purchase amount and are displayed at the checkout. Shipping is free for orders over €38.90. For smaller orders we charge €5.95 within Germany and €10 in Switzerland.

 If your items are in stock, your order will normally be dispatched from one of the warehouses within 4-5 working days of receipt of your order. If it is an on-demand production, it will usually be delivered within 4-6 weeks.

 PLEASE NOTE THAT LOCAL CUSTOMS DUTIES AND VAT MAY APPLY WHEN SHIPPING OUTSIDE THE EU. In Switzerland we deliver duty paid. Some delivery countries charge customs or import duties as soon as the package reaches the destination country. You will have to pay these fees additionally. This also applies to the purchase of gifts or other purchases made on behalf of another recipient. Unfortunately, we have no control over customs and import duties and we cannot tell you how much these charges will be before you place your order. Customs policies vary greatly from country to country. Please contact your local customs office for further information.

We minimise the packaging material as far as it is possible to secure that the products you have ordered come to you in good shape. To reduce our impact on the environment and to lower the use of CO2 we make use of recycled paper and cardboards. Printed packaging is printed with water-based colours. For shipping packaging, we primarily use recycled cardboard as packaging material. In case of our lamps we will in some cases make use of paper as fill material which is recycled.

Since our suppliers are our partners, they meet the high standards we as a company represent. We visit the factories and workshops we collaborate with to ensure all production is carried out with quality in mind. 

We also make sure that our producers and craftsmen make our products in a healthy working environment and that they are taken care of with social responsibility and can perform their skills in an environmentally friendly production.

Whenever possible we produce in Europe, because we believe it is important to keep production knowledge and tradition alive even if it has an effect on our earnings and in the end on the price to be paid for our products. 

We know, when realising and producing our designs, we have an environmental impact and we see it as our responsibility to minimize any negative impact this might have.

We want all our customers to receive high quality products. If there is something wrong with the delivered product or if your delivery is not identical with your order (wrong product or a product is missing), please contact us. Please provide as many details as possible and do not forget to mention your order number. If your claim is justified we will of course pay your shipping costs for returning the item to us. Please provide us with documentation for your costs. The items are your responsibility until they reach our warehouse. Please make sure that you pack the return securely to avoid (further) damage to the products or boxes. Please keep receipts and tracking codes for returning the items. These receipts could become important as proof

Made-to-order products

Made-to-order products like for example our lamps cannot be cancelled or returned. Once payment has been made for made-to-order products, the order and payment are legally binding, and the order cannot be cancelled for a refund. The made-to-order products are specially made according to your specifications and will be produced on demand. 

When ordering made-to-order products, you accept that the payment for the order will be withdrawn directly after your order is received. This is done so the production of the product can be started immediately.

Stock Products

If you order from an EU member state or Switzerland, you may change your mind within 14 days of receiving your non-consumable stock items. You have to notify us before the 14 days if you want to return your order. Please contact us via the contact form, if you want to return a product.

If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. The refund will be paid back to the credit card (or method of payment) used to pay for the order within 21 days of receiving the notification of your wish to return the order. However, the refund will not be paid before we have received the items at our warehouse. 

Consumables

Candles which have been lightened or Mikado scent sticks opened, cannot be returned.  

Return Procedure

All return products will need to go to the following address:

Streiff & Helmold GmbH
Logistik & Versand / Retouren
Lager Carl Henkel
Carl-Giesecke-Straße  2
38112 Braunschweig
Germany

Please also note the following points:

• The merchandise should not be returned without postage
• A copy of the invoice with a note stating the reason for which you are returning which item
• Make sure that the goods are returned unused and, if possible, in their original, undamaged packaging