Questions & Answers

Find out who or what GOOD WILHELM is and read our story here.

All our products are handmade in Germany. That's why we have teamed up with the best manufacturers in Germany to keep an eye on quality at all times.
The only exceptions are currently the iPhone case "Bruno" and the Airpod protective case "Johann". These are manufactured in China due to a lack of production facilities in Germany. The resulting CO2 emissions are of course compensated by us (DHL goGreen).

 We offer our products exclusively online. Because we do not sell to retailers, we can offer you our products at a much more attractive price than if you buy our products with a retailer's margin. The retailer's margin often makes the product twice as expensive.

We offer to customize our products with a monogram or lettering. Especially if you are looking for a gift, this is a great way to surprise the recipient. You can see whether a product can be personalized directly on the product. There you will find a "Personalization" button. Unfortunately, not all products can be personalized at the moment. This is usually for technical reasons.

We only use vegetable-tanned, full-grain vachetta leather. The leather is produced using tanning agents, oils and waxes from vegetable or other natural extracts. This leather is tanned without chemicals and leaves no toxic residues (as is the case with chrome tanning, for example).
Our leather comes from the famous family-run tannery Conceria 800, in the heart of Tuscany.

Here you can find our imprint and our GENERAL TERMS AND CONDITIONS.

You have two options for placing an order. As a guest (no customer account is created) or as the holder of a customer account. The customer account has the advantage that you can order again very easily at any time. We handle your data with the utmost confidentiality.
Once you have found the product you want, click "Add to shopping cart". Your product is now in the shopping cart. You will always find the shopping cart at the top right of the online store. Now click on "Continue to checkout" and enter your billing address or log in with your customer account. Now you can select your payment method. You can check your order again in the order overview. Click on "Buy" to complete your order and we will get to work immediately.
We will immediately send you an order confirmation by email. In this email everything is summarized again and you will receive all further details until the goods arrive. Please note that if you choose the "Prepayment" payment method, you must first transfer the invoice amount to our bank account before we can send your goods.

If your order has not yet been shipped by us, you have the option of canceling your order. Please send us an email immediately to: [email protected]. You can see whether an order has already been dispatched by the fact that we have sent you a dispatch confirmation with tracking number.

If you want to change your order that has already been placed, paid for and not yet shipped by us, please contact us at: [email protected]. We will most likely cancel and refund your order and you can place a new order immediately. This is often the easiest and most straightforward solution. If you find another product after your first order and order this too, we will endeavor to send both orders together if the first order is not yet on its way to you. If this is possible, we will of course refund the shipping costs for the second shipment. You can also contact us at any time: [email protected]

We currently offer the following payment options:

Paypal & Paypal Express
Instant bank transfer via Klarna
Purchase on account via Klarna
Credit Card
Apple Pay
Google Pay
Store Pay
Credit Card

Discounts are applied at the end of the checkout process. So make sure you go all the way through to checkout to see if the code has been applied. You can add the discount code on the checkout page, but you can't use more than one discount at a time. If you apply the discount code and it still doesn't work, please contact our customer service at [email protected].

From an order value of EUR 149, we offer free shipping within Germany. Information on shipping costs and delivery times abroad can be found at Shipping. Our shipping service providers include GLS, DHL, DHL Express and UPS, depending on your preference.

We always try to ship your goods as quickly as possible. We do not have a fulfillment service provider, but ship your order ourselves. We ship your order daily. This means we are usually very fast. If you select standard shipping (DHL GO Green / GLS), your shipment will usually arrive within 1-3 working days. If you choose Express, your shipment will arrive the next day.
Delivery to other EU countries usually takes 5-10 working days if you select Warenpost. If you select Express, it takes 1-2 working days.
Delivery to third countries usually takes 8-14 working days, 1-2 working days if you select an express option.

You can find more detailed information under: Shipping.

With the exception of war and crisis zones, we ship worldwide.

As part of your order, you will usually receive 3 emails from us.
The order confirmation, the shipping confirmation and your invoice. In the shipping confirmation you will find all the information you need to track your shipment.

In the event that you do not like the product, you can exercise your right of withdrawal within 30 days. Please return the unused product to us in the original packaging.
If you only want to exchange one color, please contact us directly!

According to the EU consumer directive, you are responsible for the direct costs of returning goods. This regulation helps us to keep our prices low and fair for all customers, as covering the return costs would lead to a general price increase. For the creation of a returns label via our portal, we charge you 3.99 euros, which we deduct from the refund amount. Click here to go to our GLS returns portal. Click here to go to our GLS returns portal.

A refund will usually be made within 10 working days to the payment method you have selected.

In the event that you do not like the product, you can exercise your right of withdrawal within 30 days. Please return the unused product to us in the original packaging. A refund will usually be made within 10 working days to the payment method you have chosen. Unfortunately, we are currently unable to offer free returns for returns from the EU and the rest of the world.
Special features for international returns:
To ensure that the international return process is as quick and uncomplicated as possible, enclose a copy of the invoice and the delivery bill with the shipment. Customs urgently needs this information to determine that it is a return shipment.
It is also helpful if you write the sentence: RETURN OF GOODS on the outside of the shipment.

In the rare event that your goods are faulty or you have received the wrong product, please contact us immediately. Please also read our General Terms and Conditions. A faulty item will of course be replaced immediately. Please send us pictures showing the problem. We can then decide very quickly whether the fault is covered by our guarantee.

All our products are shipped from Germany. This means that there are no taxes or customs duties for orders within the EU. Depending on the country and region, customs duties and import taxes may apply to shipments to so-called third countries. You can find detailed information at your local customs office.