Orders

I HAVE NOT RECEIVED AN ORDER CONFIRMATION. HAS MY ORDER BEEN RECEIVED?

An order confirmation will be sent to you via email within a few minutes of your order. Occasionally an email ends up in your spam folder. If you have placed an order with us but have not received a confirmation, please check your spam folder first – if we have successfully received your order, you should be able to find an email from us there. Can't find the order confirmation in your normal or spam folder? And you are absolutely sure that you have really submitted your order? Then please contact us at shop@whaletrips.org and we will take care of your request immediately.

CAN I STILL CHANGE MY ORDER?

As soon as you have placed your order, it will be processed by us immediately, it may even already be on its way to you – so unfortunately we can no longer make any changes from this moment on.

I got a wrong article

Oops! This shouldn't really happen, we do our best with every single order. If you have actually received the wrong item, please contact us immediately with the following information:

• Order number (see original order confirmation)

• Which product did you want?

• Which one did you get?

• A photo of the wrong product

Please simply send your e-mail to shop@whaletrips.org, we will take care of it and send you the correct article immediately.

I GOT A DAMAGED ITEM

We are very sorry about this! If you have received a damaged item, please contact us immediately with the following information:

• Order number (see original order confirmation)

• A photo of the damaged product (also if the parcel arrived broken)

All claims for damaged products must be made within seven days of the delivery date. Please send your email to shop@whaletrips.org and we will deal with your request immediately.

HOW CAN I CANCEL MY ORDER?

You can cancel your order by simply exercising your statutory right of cancellation. All you need to do is send us an email with the cancellation form. If the goods are already on their way to you, you can return them directly by not accepting the consignment. All legal details of the right of cancellation can be found below under 'Cancellation'.

Shipping

HOW LONG DOES SHIPPING TAKE?

Every order is carefully packed by us and then taken directly to the post office. As soon as your order has been dispatched, you will also receive a shipping confirmation from us by email. The shipping time depends on where you live: within Germany, your order should be with you in 3 to 4 working days, within the EU in 5 to 7 working days, outside the EU you should expect 10 to 14 days.

The shipping times stated are the standard delivery times estimated by our shipping partners. Public holidays, strikes, errors at the post office or in the address given, postal overload or unforeseeable events can delay delivery. Unfortunately, no guarantee can therefore be given for a specific delivery date.

TO WHICH COUNTRIES DO YOU SHIP?

We currently ship within Germany and the EU, as well as to Switzerland, Liechtenstein, Norway, Iceland, Australia, Canada and the United States.

Here you can check whether your country is included: Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, USA.

Your country is not listed? But you still really want one of our products? Then get in touch with us at shop@whaletrips.org, maybe we can find a solution together.

WHAT ARE THE SHIPPING COSTS?

Whoop Whoop: If your order is worth 35 euros or more, we will cover the shipping costs for you. For orders with a lower value, we otherwise charge a shipping fee of three euros within Germany, five euros within the European Union and seven euros to the USA, Canada and Australia.

Return

DO I HAVE A RIGHT OF RETURN?

Not happy with your product? We can hardly believe it, but of course you are welcome to return your order to us within 14 days of receipt. However, we would be pleased if you could let us know what exactly you were not satisfied with or what you would have expected differently. Your return will be processed within two weeks and refunds will be made using the payment method you used to make the purchase.

Please note: Unfortunately, we cannot cover or refund the shipping costs for the return, so please make sure that you send your return with sufficient postage. Please then simply send the return to:

Dirr & Lange GbR
whaletrips.org
Reichenbachstr. 34
80469 Munich
Germany

HOW DOES AN EXCHANGE WORK?

If you like another of our products even better and would like to exchange your ordered product, this is of course no problem! Please return your ordered product to us and simply place a new order. Please note the above point 'Do I have a right of return?'

CUSTOMER ACCOUNT

WHAT ARE THE ADVANTAGES OF OPENING A CUSTOMER ACCOUNT?

With a customer account, you can shop even more easily and quickly in our shop. Your address details are already pre-entered on the order page. Your customer account gives you full control over your orders and personal data.

HOW SECURE IS MY DATA?

The protection of your personal data is very important to us. It goes without saying that we comply with the provisions of the GDPR and other data protection regulations. You can find out more in the privacy policy. Your personal data is always transmitted to us in encrypted form using digital security systems. Our websites are protected by technical measures against damage, destruction or unauthorised access.

MY REGISTRATION IN THE ONLINE SHOP IS NOT WORKING, WHAT CAN I DO?

Have you entered the correct email address and password? If you have forgotten your password, you can simply request a new one under 'My account > Forgotten password'. You will then receive a link from us by email that you can use to change your password. Very easy!

Payment

HOW CAN I PAY?

We currently offer the following payment options:

• Credit card: The simplest form of payment – we accept Visa, Mastercard and American Express. Your credit card details are of course not stored by us.

• PayPal: If you already have a PayPal account, you can simply pay this way. Or you can open an account there, which will allow you to shop quickly and securely in many online shops.

IS A PURCHASE BY INVOICE, PREPAYMENT OR DIRECT DEBIT POSSIBLE?

Sorry, at the moment we only offer credit card and PayPal.

Other

I have another question

Please send us an email to shop@whaletrips.org, we look forward to hearing from you!