Frequently Asked Questions

To make your shopping experience with us easier, we have created a list of frequently asked questions for you.

Products

Where and how are the products produced? Is my product produced immediately after I place my order?

  • Our products are handmade and are manufactured in our small studio near Paderborn.
  • We always have a certain quantity of products prepared so that we can ship within 1-2 working days .

Is it possible to get items in other colors?

Yes, that's no problem! We have many different types of glass in the studio. Just send us an email to lena@getthewave.de.

Can I order a custom-made product?

Yes, we can create a unique, customized product just for you. Here's how it works:

  1. Contact us using the contact form and tell us your initial idea or vision.
  2. Within 2 working days we will get back to you to discuss your wishes in detail.
  3. We will create a draft with several options and give you an estimated price and an expected delivery time.
  4. Once you confirm, you can place the order and we will notify you as soon as your product has been shipped.

Note: Custom orders take 1-3 weeks depending on the project.

How do I assemble my product and how do I care for it?

  • In the product description, you can see whether the product is delivered as an installation or as a single pendant with a cord .
  • For our pendants with a cord, we provide extra cord, so that you can adjust it to your desired length.
  • For hanging, we recommend attaching the waves a few centimeters away from the wall or directly in front of the window (e.g. on the curtain rod) .

Care instructions: Glass is a very durable material. However, it is usually sufficient to wipe it with a damp cloth .

Order

Can I cancel my order?

As long as your package has not yet been shipped, you can cancel the order. Simply send us an email to lena@getthewave.de .

Can I change my order?

If you would like to add, delete or change individual items , or change your delivery address or shipping method , please send us an email to lena@getthewave.de .

Payment

What payment options are available?

We want your online shopping with us to be as uncomplicated and effortless as possible! That's why we support the following payment methods:

  • PayPal
  • Klarna (purchase on account)
  • Credit card (Mastercard, American Express, Maestro, Visa, UnionPay)
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Gift voucher

How can I redeem a gift voucher?

  • You can redeem your gift voucher at the end of your order during the checkout process. Simply enter the discount code in the designated field, and the discount will be automatically deducted from the total amount.
  • The gift voucher is valid for 2 years.

Note: Only one discount code can be used per order. If there is a remaining balance on your gift voucher, it will be available for future purchases.

Shipping & Delivery

How long does delivery take?

Can I track my order?

  • Yes, as soon as we ship your package you will receive an email with a tracking code.
  • We ship within Germany with Deutsche Post and internationally with DHL.

What can I do if my package was marked as delivered but has not arrived?

  • Contact the responsible delivery company with your tracking code.
  • If the problem persists, please contact us at lena@getthewave.de .

Which countries does GET THE WAVE deliver to?

We deliver worldwide ! If your address is not accepted in the online shop, please send us an email to lena@getthewave.de .

How will my order be packaged?

We ship our goods without plastic and use recycled honeycomb paper for safe but minimalist packaging to avoid unnecessary waste packaging.

How much are the shipping costs?

Shipping is free, only faster shipping options may require an additional charge.

Return & Refund

How can I return my order?

The item doesn't match as good as expected? No problem, returns are possible. Please contact us by email at lena@getthewave.de and send your order back to us.

What if my item arrives damaged?

We take great care in packaging all items carefully to ensure they arrive in perfect condition. Damages are therefore very rare. However, if an item does arrive damaged, we will find a solution. Please contact us by email at lena@getthewave.de as soon as possible with details and photos of the damage.

Who pays the return costs?

The return costs are to be covered by the buyer. Please understand that, as a small shop, we cannot cover the return costs.

When and how will I receive my refund?

As soon as we receive the item undamaged, the refund will be initiated . The amount will be refunded according to the selected payment method.