FAQ (Frequently Asked Questions)

You've got the following possibilities
- preferably in writing via the contact form
- by phone at 0531/24284911
- in writing via service@thefeltstore.eu

The headquarters of The Felt Store Europe GmbH is located in:
Fallersleber-Strasse 7-9
38100 Brunswick
Lower Saxony, Germany

We mainly sell felt, but we also have a small range of cork and neoprene

Thanks to our own felt production for over 230 years , we can offer you custom-made products.
Please note that we calculate custom-made products individually and decide on the feasibility in individual cases. The higher the order volume, the more likely the possibility of implementation.

Prices and discounts can be viewed on the product detail page of an offer. Orders of €1,000 or more are eligible for a 10% discount. Please contact one of our customer service representatives to request a unique voucher code. Please note that you cannot enter a code if an automatic discount is already applied at checkout.

No. Only online + factory sales. The Felt Store Europe mainly sells online. You can buy felt locally in Braunschweig: Fallersleber-Straße 7-9, 38100 Braunschweig, Lower Saxony, Germany

At our headquarters in Braunschweig, at Fallersleber-Tor-Wall 7-9, we operate a small sales counter so that, depending on availability, you can buy felt by the metre, cut to size or as simple stamped parts. We also try to fulfill individual customer requests!
However, please note that some parts may need to be pre-made and are not readily available.

Our doors are open to you Monday to Friday during the following opening hours:

• Monday - Thursday
  8:00 a.m. – 9:30 a.m
  09:45 a.m. – 12:30 p.m
  1:00 p.m. – 4:00 p.m
• Friday
  8:00 a.m. – 9:30 a.m
  09:45 - 13:00

We look forward to your personal visit!

Registering with The Felt Store makes ordering quick and easy . Payment information is not stored in our system. Address information and previous orders are saved to save you time on future orders.
This information is stored on our secure server and is not disclosed or shared with any third party. We also offer guest ordering for customers who don't want to create an account with us.

Please go to our privacy policy . We keep our policies up to date.

All orders must be placed online through our website. We recommend placing your orders online as it is more efficient and reduces errors that can occur over the phone.
If you have any difficulties, you can contact one of our customer service representatives who will be happy to help you with your order.

You do not need to register with The Felt Store to place your order online. We offer a guest checkout service that allows customers to place an order without registering an account.

All customers wishing to register with The Felt Store must have a valid email address.

Orders are processed in € (EUR).

That's no problem at all! There is a separate section where you can enter the billing address, which is linked to the payment details during the checkout process.
Alternatively, you can change your default billing address in your account settings.

We advise our customers not to rely on the screen representations of the felt colors. They serve more as a guide. The way your monitor or device screen is calibrated may distort the appearance of color online from the actual shade of felt. If color is important, we encourage customers to order samples before ordering large quantities. Please note that our industrial felts are undyed and may vary slightly in shade between production runs.

We also offer up to 3 small samples to be mailed if we have them in stock. You can contact one of our customer service representatives who will be happy to assist you.

Our website accepts the following payment methods:
Visa, MasterCard, American Express, Discover, Elo, Shop Pay, Apple Pay, Google Pay and Facebook Pay.

Once you place your order, your credit card will be billed through Shopify's credit card processor.
As soon as your credit card has been successfully charged, you will receive an order confirmation confirming your order and the charge to your credit card.

Once you have placed your order online, you can print a receipt from the confirmation page. You will also receive an order confirmation by email. This should be kept as it is required for the return of goods.
If you haven't received your invoice, you can contact one of our customer service representatives who will be happy to help you.

Please see our Shipping Policy . We keep our policies up to date.

Shipping costs are calculated based on the shipping location, dimensions and weight.

We ship with:
DHL Paket National (up to 31.5 kg and max. carton dimensions: 120 x 60 x 60 cm)
DHL Paket International (up to 31.5 kg and max. carton dimensions: 120 x 60 x 60 cm)
DHL Warenpost National (up to 1kg and max. carton dimensions: 35 x 25 x 5 cm)
DHL Warenpost International (up to 1kg and max. carton dimensions: 35 x 25 x 10 cm)

We pass on our shipping costs 1 to 1 to you.
This is how you see the actual transport costs. No hidden transport costs in the item price.

We ship worldwide.
Exceptions are areas to which DHL does not deliver or areas where delivery could be jeopardized due to political conflicts.

If you live in Braunschweig and the surrounding area, you can pick up your order by arrangement . You save on shipping costs and get your desired product faster.

We look forward to you!

As a rule of thumb, all orders are processed the next business day. For example, if you place your order on Monday, you can expect a response from us on Tuesday. If you place your order on Friday, you can expect a response from us the following Monday.

We are currently only able to ship your order to one address on our website. To ship to multiple addresses you can either place a separate order for each additional address or you can contact one of our customer service representatives and they will assist you with your order.

Yes, by arrangement. Please contact us.

The Felt Store will ship orders within 1-3 business days of receiving your order. Your order should arrive within 2-8 business days of the shipping date. Shipping is not available on weekends or holidays.

Please note that there is always the possibility of disruptions on the part of the shipping service provider. We cannot guarantee exact delivery dates. For more shipping updates, please visit our shipping page.

You will receive a shipping confirmation email when your order has shipped. This shipping confirmation includes a tracking number that you can use to track your order. If your tracking number isn't working, see "My tracking number isn't working. What does that mean?"

If you need help or have not received tracking information, you can contact one of our customer service representatives.

If for any reason you wish to change or cancel an order, please contact one of our customer service representatives as soon as possible. We cannot change an order once it has been placed, we can only cancel it and place a new order.
Please note that we cannot cancel an order once it has entered the shipping process. In this case, a return must be processed instead.

We cannot exchange items directly. However, you can return items within 30 days from the date you received your order. The item must be in its original condition and The Felt Store return procedures must be followed.
You can view the full return/refund policy on our website.

No worries! Our shipping confirmations are currently only linked to the tracking system of our shipping service provider DHL. If your order was shipped using a different carrier, the tracking number will not exist in the system and you will receive an error when you click the link in your shipping confirmation. You can contact one of our customer service representatives for more information about your package, including the carrier it was shipped with. If DHL reports problems with punctual delivery, we temporarily switch to another shipping service provider.

If you have not received your order within 10 working days of placing your order, please contact one of our customer service representatives and they will be happy to assist you.

We do our best to ensure you receive the correct items that you have ordered. However, if you have received one or more incorrect items in your order, you can contact one of our customer service representatives.