📦 Shipping & Delivery
How much are the shipping costs?
Within Germany, we charge a flat shipping fee of €2.99. Orders over €50 qualify for free shipping.
Which shipping providers are used?
We ship all our packages reliably with our partner GLS.
How long does delivery take?
Within Germany, delivery usually takes 1–2 business days. For deliveries to other EU countries (e.g., France, Italy, or the Netherlands), you can expect delivery within 2–4 business days.
Do you offer express shipping?
We currently do not offer a separate express shipping option. However, since we usually deliver within 1–3 business days within Germany, your package will generally arrive very quickly.
When will I receive my order?
We strive to ship your order as quickly as possible. Once your order has been shipped, you will receive an email with further information. Delivery times vary depending on your location.
Is delivery to a parcel locker possible?
Yes, we are happy to deliver to your preferred address, a parcel locker or a parcel shop, provided the shipping provider supports this locally.
Will I receive shipment tracking information?
Of course! As soon as your package leaves our warehouse, we will automatically send you a tracking number via email so that you can keep track of the status of your delivery at all times.
Can I have my package left at a location of my choice (e.g., garage)?
Yes, you can set this up directly via GLS tracking as a delivery release authorization once the package is on its way. Please note that the risk of loss or damage passes to you from this point on.
What happens if I'm not home when the delivery is made?
Since we ship with GLS, if delivery is unsuccessful, your parcel will often be taken to a nearby GLS parcel shop where you can conveniently pick it up.
What happens if my package is marked as "delivered" but I haven't received it?
Please first check if the package was delivered to a neighbor or a nearby GLS parcel shop. If it cannot be found, please contact us immediately so that we can initiate an investigation with GLS.
Can I influence the delivery date?
Once you have received your shipment tracking information via email, you can often use the GLS portal to decide whether the package should be delivered on a specific day, to a preferred neighbor, or to a parcel shop.
What happens if my address was incorrect?
If you made a mistake in the delivery address, please contact us immediately. Once the package is in the shipping process, we unfortunately cannot change the address.
Do you also ship to German islands?
Yes, we deliver throughout Germany. Please note, however, that delivery times to islands may occasionally take 1-2 days longer than usual for deliveries within Germany.
Do you also ship to Switzerland or Austria?
Currently, we are focusing on shipping within Germany and to selected EU countries such as Austria, France, Italy, and the Netherlands, with a delivery time of approximately 2–4 business days. For our customers in Switzerland, we offer a simple solution through our partner MeinEinkauf.ch. For a small fee, they handle customs clearance and forward your order directly to your home.
You can find more information here.
💳 Payment & Orders
What payment methods are offered?
We offer you a variety of secure payment methods: PayPal, Klarna, credit card, Apple Pay, Google Pay, Bancontact, EPS and Shop Pay.
Can I change or cancel my order afterwards?
As long as your order hasn't been prepared for shipment, we can gladly cancel it for you. Please contact our customer support as soon as possible. Subsequent changes to the items are usually not technically possible; in this case, we recommend canceling and then placing a new order.
Can I combine my order with another order after the fact?
If you have placed two orders in quick succession, please contact us immediately. If the first order has not yet been packed, we will gladly try to combine both shipments to save on packaging material.
Where can I find my invoice?
We will automatically send you your invoice by email after your purchase. You can also conveniently view and download it at any time in your customer account.
Do I need to create a customer account to place an order?
No, you can also conveniently order from us as a guest. However, a customer account offers you the advantage of being able to view your order history and invoices at any time.
Can I order as a guest?
Yes, you can place an order without registering a customer account. However, we recommend creating an account to conveniently access your order history and invoices at any time.
My voucher code isn't working – what can I do?
Please check if the code is still valid or if a minimum order value is required. If you continue to experience problems, simply contact our support team via chat or email.
Why was my payment rejected?
This is often due to typos or expired cards. Please check your entries or try a different payment method such as PayPal or Shop Pay.
Is my payment with Klarna due immediately?
This depends on your chosen Klarna option (e.g., invoice or instant bank transfer). When purchasing on account, you usually have 14 or 30 days to pay.
Is my data secure during payment?
Absolutely. We use modern SSL encryption and only work with verified payment providers like PayPal and Klarna to protect your data.
Why haven't I received an order confirmation?
In rare cases, this email may end up in your spam folder. Please check there. If you can't find a confirmation, there might be a typo in the email address – in that case, simply contact us.
✨ Products & Quality
How do the sizes of children's bedding run?
Our children's bedding conforms to standard sizes. You can always find the exact dimensions (e.g., 100x135 cm or 135x200 cm) directly in the product description.
Are there color differences in the textiles?
We strive for accurate color representation. However, due to different screen settings, there may be slight variations between the image and the actual product.
Have the textiles been tested for harmful substances?
Yes, all our textiles are certified free of harmful substances and therefore safe for you and your family to use.
Do the textiles smell after unpacking?
Since our textiles are tested for harmful substances, they have no chemical odor. However, as with all new textiles, we recommend a brief wash before first use to remove any dust particles from the production process.
At what temperature can I wash the product?
You can find detailed care instructions directly in the respective product description. If no information is provided there, simply contact us – we'll be happy to help.
Are the colors of the bed linen colorfast?
Yes, our textiles are of such high quality that the colors remain vibrant even after many washes. Please refer to the care instructions in the description.
Are the colors of the bedding long-lasting?
Yes, we use high-quality printing and dyeing processes. If the care instructions are followed, the colors will remain vibrant and bright even after frequent washing.
Are the bed linen covers suitable for tumble drying?
Most of our textiles are suitable for tumble drying. However, please observe the specific symbols on the care label on the product or the instructions in the product description to maintain the longevity of the fibers.
Do you also offer custom sizes?
Currently, we only stock the standard sizes listed in the product descriptions. Should we expand our range to include special sizes, you will be notified immediately in our shop or via our newsletter.
Is there a guarantee on the durability of the textiles?
We place great value on quality. Should a product show defects despite proper care (according to the label), please contact us so that we can find a solution.
Are the wooden houses untreated for rodents?
Yes, our wooden houses for rodents are completely untreated. Therefore, they can be used and gnawed on by your animals without any concerns.
What cage size is suitable for my pet (e.g., hamster or guinea pig)?
You can find the exact dimensions of our cages in the respective product description. When choosing a cage, please pay attention to the individual space requirements and legal husbandry guidelines for your animal species.
Are the rodent houses suitable for all rodent species?
Our houses are ideal for hamsters, guinea pigs, and other small rodents. You can find the exact dimensions in the product description so you can check if the size is right for your pet.
Are spare parts available for the rodent houses or cages?
Should a part be missing or damaged, please contact our support team via email or chat. We will gladly check if we can send you a replacement part.
Why does the natural wood look slightly different in every house?
Because we use genuine natural wood, each product is unique. Slight variations in the grain or small knots are a sign of the natural state of the material and are completely harmless to your animals.
What is the best way to clean wooden houses?
Since this is untreated natural wood, we recommend brushing off any dirt with a dry brush or wiping it with a slightly damp cloth if necessary. Please allow the wood to air dry thoroughly afterwards.
↩️ Returns & Cancellation
How can I return an item?
To initiate a return, please send us a brief email to info@kk-versandhandel.de within the cancellation period. We will then promptly provide you with the correct return address. Please pack the goods securely and return the package to this address. After inspecting the return, we will refund the amount via your original payment method.
Who bears the costs for the return shipment?
The buyer will bear the direct costs of returning the goods.
How long do I have to return a product?
You have the right to cancel and return your order within 14 days of receiving the goods without giving any reason.
What do I do if an item arrives damaged?
If an item arrives damaged, please send us an email with your order number and photos of the damage. We will review the claim immediately and arrange for a replacement or refund.
Do I need to send the return shipment with insurance?
We recommend insured shipping with tracking, as you are responsible for the return shipment until it arrives at our warehouse.
Can I return multiple orders in one package?
Yes, that's possible. In this case, please be sure to include both delivery notes or a slip of paper with both order numbers in the package so that we can correctly process the return.
Can I exchange an item?
A direct exchange is not technically possible. Please return the unwanted item and place a new order in the shop.
When will I receive my refund?
Once your return has arrived and been inspected, the refund will be processed within a few days via your chosen payment method.
📞 Contact & Service
How do I contact customer support?
You can reach us by phone at +49 179 8262088 or by email at info@kk-versandhandel.de. Alternatively, you can also contact us directly here in the shop via the chat button.
When will I receive a response to my request?
We strive to answer all inquiries within 24 hours (weekdays). You can often get a response even faster via our live chat in the shop.
In which languages is support offered?
We currently offer telephone support in German. We are happy to assist you via email in both German and English.
Can I also place my order by phone?
Currently, we are only accepting orders through our online shop to ensure secure payment processing for you.
Can I have products gift-wrapped?
We do not currently offer a dedicated gift service. However, we ship our goods in neutral, clean shipping bags or boxes, making them ideal for gift-giving.
Is there a consultation available before purchase?
Yes, absolutely! If you have any questions about our products or would like some advice, simply contact our support team. We'll be happy to help you find the right product for you or your pet.
What should I do if I haven't received an order confirmation?
Please check your spam folder first. If you don't find an email from us there, please contact our support team – we will then check immediately whether we have received your order correctly.
Is there a newsletter with special offers?
Yes! You can sign up for our newsletter directly in the footer of our website to avoid missing any offers or new products for your home or pet.
How can I unsubscribe from the newsletter?
You'll find an unsubscribe link at the very bottom of every newsletter. Alternatively, you can send us a short message, and we'll manually remove your address from the mailing list.
Do you offer bulk discounts for clubs or animal shelters?
We are happy to support animal welfare organizations and projects. For larger orders, please contact our support team by email in advance for a customized offer.
