FAQ

Here you will find the most frequently asked questions along with the answers. If you can’t find the answer to your question, we are happy to help you on the phone 0049 2562 / 99 2 99 0 (Mon. – Wed., Fri.: 09:00am – 06:00pm, Thu.: 09:00am – 08:00pm, Sat.: 10:00am – 01:00pm) or by e-mail service@wildcat.eu

PIERCING JEWELLERY

I’m not sure what to order? Are you looking for jewellery for a particular piercing? You can find lots of suggestions in our online shop, for example, if you are looking for something for your septum, type “septum” into the search bar and the shop will offer you suitable suggestions. Of course we are happy to advise you on the phone or via e-mail. We are on hand to help and advise you (from Mon – Fri from 9am) on 0049 2562 / 99 2 99 0. Know what type of jewellery you are looking for but are unsure of the size? You can work out the right size using the jewellery template (click here). Alternatively check with your piercer. Often your piercer will also have a cool selection of jewellery in the studio, so you can take your new item home right away. How do I know which attachment will fit my jewellery? To find the right size attachment you need to know the size of the thread on the item you want the attachment to fit, for example, when a bar has a thread of 1.6mm, you will need an attachment which also has a thread of 1.6mm. Can article X and Y be combined? / Does the ball from X fit on the bar of Y? If you want to combine different items, they must have the same thread size (as explained above) If you’re not sure, give us a call: Monday – Friday from 9:00 until 19:00 on 0049 2562 / 99 2 99 0 we are happy to help! How do I measure my jewellery correctly? There are several things to consider so we have compiled size table for you. Click here! Print the table in original size, without scaling to ensure the correct sizing. Is article X also available in other sizes than indicated, or is there a similar article in that size? We may have a similar item in stock, if you can’t find what you’re looking for give us a call or send us an email. We are open Mon – Fri from 9:00 to 19:00 on 0049 2562 / 99 2 99 0. When will article XY be back in stock? Normally, the average replacement time is 2 weeks. If it takes too long, you have the right to cancel at any time. Just send an e-mail to service@wildcat.eu or give us a call. Are your earrings always sold as a pair? Generally, unless the description states otherwise items are sold individually. So if you’d like a pair, please order 2. If an item is sold as a pair it will be clearly written in the description. The reason behind this is many customers have only one piercing or they may have stretched piercings but different sizes, this way customers can just purchase the items they need. Why can’t I buy a tattoo machine, piercing needles, punches etc. with you? Our position here is very clear: We don’t sell tattoo or piercing equipment to retail customers. Only those with a valid trade license can buy these goods from us. We support artists and piercers who take their profession seriously. This is also about the protection of you, the customer. Studios are registered and monitored by the authorities to keep hygiene and cleanliness standards high.

QUESTIONS ABOUT THE SHOP

My password does not work anymore, what is going on? Due to data protection reasons we could not transfer your password to our new shop. That means for you, you have to reset your password onetime, you can also assign your old password again. Simply go the log-in and click on “Forgot password?”. You will be asked to enter your e-mail address and then you will automatically receive an e-mail, which explains what to do next. Is there a minimum order quantity or value in the Wildcat shop? No! You can order as little or as much as you want. A minimum order quantity may apply to certain offers, coupon codes or campaigns. You will always find the corresponding information relating to this in the footer of the respective offer. Why can’t I see any prices in the wholesale shop? To be able to see the prices in the wholesale shop you need a wholesale account. This must be approved by us in advance, based on the trade license supplied by you. Once we have approved your account you will also have access to the wholesale shop. Where can I find my customer number? You can find your customer number in the “My Account” area, once you have logged in. Help, I’ve forgotten my password! What can I do? Just go to the normal log-in page and click on the link “Forgot your password?” You will be asked to enter your e-mail address and then you will automatically receive an e-mail, which explains what to do next. Are the articles saved in my shopping cart? Normally items are saved in the shopping cart for a limited period only. If you are logged into your account you have the option to save your current shopping cart and from here you can edit, delete or add to your order.

ORDER

How can I order? There are several ways to order with us, online 24/7, call us on 0049 2562 / 99 2 99 0 (Mon – Fri 09:00 – 19:00), send an e-mail to service@wildcat.eu, or if you’re in Germany you can also order in our stores! You can find our stores here. Can I cancel my order? Cancelling an order usually isn’t a problem as long as you contact us before the order has been dispatched. Please send us an e-mail (service@wildcat.eu) or call us on 0049 2562 / 99 2 99 0. If the order has been dispatched, you may return the order to us providing the item(s) haven’t been used. When will my order be shipped? We will do everything we can to get orders that are received by 3pm dispatched from the warehouse the same working day. You will get an automatic e-mail notification as soon as we have dispatched your order (providing you have supplied an email address). If you haven’t received an e-mail, please check your spam folder, or give us a call. We are available Mon – Fri 9:00 – 19:00 on 0049 2562 / 99 2 99 0.

PAYMENT

How can I pay? There are several payment methods available. At time of delivery with C.O.D. service. With this payment method you will need to ensure you have the amount of money stated on your invoice in cash plus the additional surcharge fee. Advance payment/Instant Transfer (Wholesale customers only). Your order will be shipped as soon as payment has been received. The banking information you need to make a transfer can be found on the page that appears after you finish ordering, and also in the confirmation email which you will receive after you have placed your order. Credit Card. We accept VISA and Mastercard. Your credit card will be charged when the goods leave our warehouse. Via Paypal. Fast, easy and secure. Can I pay my order in instalments? No, unfortunately not. How can I change my payment method? You can choose payment method you prefer with each new order. If your current order isn’t paid yet, but has already been sent, please get in touch and we’ll see what we can do for you. Please send us an e-mail service@wildcat.eu or give us a call under 0049 2562 / 99 2 99 0.

SHIPPING

What shipping methods do you offer? At the end of your order you can choose between DHL, UPS and UPS Express, depending on your preferred method and how quickly you need your order. When are your shipping costs? Orders with a minimum value of 25€ are shipped free of shipping costs within Germany. Orders under 25€ will be charged 3.95€ for shipping. This offer does not apply to business customers and only for deliveries within Germany. All shipping costs can be found here. Can I track my shipment? Yes! In the shipping confirmation you receive via e-mail a tracking number is listed with which you can track your goods on the website of the shipping company. Is there a possibility of pickup by the customer? Yes, it’s really easy to pick up orders from our stores! You won’t need to pay postage and you can return items hassle free. A list of our stores can be found here: (Link) Will you charge postage for my additional delivery? No! The only extra we need to charge for is the cash on delivery fee, if you have chosen DHL C.O.D. service as delivery method.

RETURNS

I received a damaged/incorrect item, what should I do? If we’ve made an error and sent you the wrong item, then please send it back with sufficient postage (insured) within 3 weeks of receiving it. Of course we will refund the postage for the return. If an item is damaged or broken, we will also need the item returned to us. Important: please clean the item before sending it back! We have to handle it here to assess the damage. If the article is dirty we unfortunately cannot evaluate it and we will have to send it back to you. Did my return arrive? Once your return has been received by us, you will receive an e-mail (providing we have your e-mail address). If you haven’t received an e-mail, please check your spam folder or give us a call. We are here for you Mon – Fri from 09:00 – 19:00 on 0049 2562 / 99 2 99 0. When will I receive my refund? If you are a retail customer and are evoking your right of withdrawal, we will credit the amount to your account within 3 days after we take receipt of your return. It’s important you fill out the returns form and inform us if you require an exchange or a refund. The returns form can be found here, for wholesale customers the returns form is found here. If the return is not accompanied by a form, the process can take longer. We will try to contact you to find out why you sent us back the article(s). If you send defective items back, it can take up to a week. We evaluate any defective items very carefully in order to check for any deficiencies in our production.

GENERAL QUESTIONS ABOUT PIERCINGS

For your questions about piercings we have created a section called Piercing Care where you can find information about piercings. If you can’t find the answer to your question here, please feel free to give us a call, Mon – Fri from 0900 – 1900 on 0049 2562 / 99 2 99 0. We also have our Community page where you may find the answer to your question, click here for the Community page or try our Facebook page. Can I get a piercing with you? Yes, of course! Our stores in Gronau, Essen, Hamburg, Düsseldorf and Mönchengladbach all offer piercings. Please call the respective store to make an appointment, contact information can be found here. If our stores are too far away, you can search for Piercing and Tattoo Studios closer to you (studios that have registered with us), using our Studio Finder. Where can I find a Tattoo/Piercing studio? Check out our: Studio Finder. Here you can search by postcode/city, or by service required. Some of the studios registered also upload images so you can check out their work. Search for a studio near you now!

YOUR QUESTION HAS NOT BEEN ANSWERED?

That should not happen! We would love to answer your remaining questions. Please contact our customer service team on 0049 2562 / 99 2 99 0 or service@wildcat.eu to find an answer to your questions. Also, you can contact as on our Facebook page and send a private message with your question. We will come back at you as soon as possible!