FAQ – Informations about the Online Shop

Here you will find the most frequently asked questions of our customers and the appropriate answers to them.
The information shared are an integral part of our purchasing conditions.

Piercing and Jewellery

Is your jewellery safe?
Wildcat exclusively produces and distributes top quality piercing jewellery. Our online shop reflects the latest assortment of piercing jewellery made of high-quality surgical steel and titanium. The jewellery contains no nickel residues or other potentially hazardous substances. Wildcat is an ISO 9001 certified company, and all its internal processes follow the respective standards. Below, you will find the ISO format certificates referring to our steel and titanium jewellery for documentation and information. Further certificates are available on request.

Click here to download the Titan Jewellery Certificate from Wildcat

Click here to download the Steel Jewellery Certificate from Wildcat

Which product should I order?
Are you looking for jewellery for a certain piercing? Or a kind of piercing, independent of the body part?
In both cases you can use our navigation menu and choose between materials and categories. You can also use the search bar to quickly find a specific item. Please note, however, that in case of doubt, the best option is to contact us so that we can help you with our many years of experience in this field.

Not sure about the size to order? How do you measure your piercing jewellery correctly?
We have prepared a jewellery stencil to make it easier for you to measure your jewellery.

Click here to download and print jewellery stencil

How do I know which attachment or ball is the proper one for my jewellery?
In order to find the right counterpart for your jewellery, you must first know the thread thickness of your rod or ring. For example, a 1.6 mm-threaded rod requires a ball or a 1.6 mm-threaded attachment. Jewelry with an internal thread requires an attachment with external thread, and vice versa.

Can I combine Wildcat jewellery, e. g. a standard rod with unusual balls?
Combinables must have the same sizes, e. g. a rod with 1.6 mm thread can be combined with a ball with 1.6 mm thread. If you are unsure, just call – we will be happy to help you.

When will my desired item be back in stock?
As a rule of thumb, the replenishment time is two weeks – if that is too long for you, of course you can cancel your order at any time, just drop us an email to service@wildcat.eu or give us a call. Important: if an article is not marked with the option to be ordered in arrears (an item or a quantity that is not in stock at the moment), this means that we will not order this item again once it is sold out. As a result, it will be removed from our product range. These articles are usuallay marked with „last chance“ or „when gone, it’s gone for good“.

Are earrings or similar products such as hoops and coils sold in pairs?
Basically, items classified as earrings are always sold as pairs. The item description should also contain the necessary information. Many items such as tunnels or plugs are not available in pairs, so customers with different-sized ear holes can also choose the matching pair consisting of different sizes.

Why can’t I see prices for certain items, let alone order them?
We have a clear-cut structure here: We do not sell materials for tattooing or piercing to private customers. Only with a valid trade licence and an activated dealer account you have the possibility to order machines, tools and consumables from us. We would like to support those who take their job seriously and set a clear signal against those who are just working from their living rooms. 
A surveillance by the authorities , for example, can only take place if the studio is officially registered. This is also a measure to to protect every customer!

Wildcat Piercing: The Website and the Online Shop

Sale to private customers:
In the Wildcat shop, anyone can order items marked as available by simply placing the item in the basket and checking out. Items that cannot be sold to private customers cannot be ordered without prior registration and verification of the account. Visitors of the shop who are not registered, not logged in or logged in with a standard account (private customer) will see our standard prices and order the item for the displayed price.

Activate a professional/dealer account to see our dealer prices:
You need a valid tax identification number and trade licence on order to register as a dealer or studio in the Wildcat shop. The dealer account allows you to order at favourable dealer conditions. Please note that the activation of your account requires a manual check by us, so the activation is not automatic and can only take place during our business hours. As soon as your account is activated, you will receive a service e-mail informing you about the activation.

Our system verifies the validity of the VAT number you have entered by crossing the data with the electronic VAT data exchange system “VIES” (VAT Information Exchange System), which collects data on VAT numbers of countries belonging to the European Union. If your VAT number is invalid, it means that it has not yet been enabled for intra-Community operations. In this case you can still buy at wholesale prices, but you will be charged German VAT at 19%. Wildcat GmbH is a German company and the invoice issuing without VAT can only be made to parties authorised for transactions within the European Union.

You can check the VIES validity of your VAT number on the official website of the European Commission..

Help, I forgot my password! What to do?
That can happen – even to the best! Just go to the normal login and click on the link “Forgot your password“. After entering your e-mail address, you will automatically receive an e-mail explaining how to proceed. You can also click here to recover your password.

Is there a minimum order quantity or minimum order value in the Wildcat Shop?
No! Of course, you only order the articles and the quantity you really want. A minimum order value may apply to certain offers, coupon codes or promotions. However, you will always find the corresponding information in the footnote of the respective promotion.

Why can’t I see the price of some of the items?
Items that don’t seem to have a price and you can’t add to your shopping cart becuse of that are exclusive retailer items. To view the prices of such items, you need a dealer/professional account. This must be released by us in advance, on the basis of your trade license. You can only benefit from the advantages after the account has been approved.

Will items be saved in my shopping cart?
As a rule, the articles are only stored in the shopping cart for a limited time (up to 15 days). However, please note that certain browser functions may have an influence on the stored data. Wildcat does not take any responsibility for the lost information of an abandoned shopping cart, we therefore recommend that you complete your order as soon as the shopping cart contains all of your desired items.

Your order at Wildcat

How do I place an order?
You can register in our shop to order Wildcat products – depending on your account status (private customer or dealer), you can order articles from different categories. Only business customers can purchase piercing and tattoo supply like piercing needles, punches, tattoo machines etc.. You can also order via phone (+49 (0) 2562/992990), e-mail (service@wildcat.eu) or in our stores. When ordering via our stores, you save the postage and enjoy the personal advice on site.

Can I cancel an order?
Cancelling your order is no problem, as long as the order has not already been processed in our logistics department or shipped. Contact us directly via phone (+49 (0) 2562/992990) or e-mail (service@wildcat.eu) with the subject:”Cancellation” with the most important information about the respective order. If your order is already processed, we kindly ask you to wait for the delivery and proceed according to the usual return procedure.

Attention: Due to hygienic reasons, the jewellery must not be worn before returning it. Partial returns can also be made under certain conditions.

When will my order be shipped?
Our intention is to process every order received before two o’clock in the afternoon / 14:00 / 2 p.m. on the same day. Orders received after 2 p.m. are usually processed the following morning. Please note that this is not always possible in case of increased order volume, in this case the processing of your order can take up to 48 hours. After sending your parcel, it should reach its destination within 1 to 10 working days, depending on the shipping service provider selected in the checkout.

Please note: If your order consists of several items with different availability status, the available items will be sent to you immediately. So, it can happen that you may receive your order in partial shipments. Items in backorder/backlog articles will be delivered to you free of charge as soon as they are in stock again. In this case, your package also contains a so-called “backorder list” informing you about the outstanding items.

Residues/Arrears are a common method in our sector: the Wildcat range of jewellery comprises thousands of items with a wide variety of sizes, colours and other features. We are doing our best to restock sold-out items as soon as possible, so please be patient if your order arrives incomplete. All subsequent deliveries are free of shipping costs.

PAYMENT

How can I pay?
There are several ways to pay for your Wildcat articles:

  • Cash on delivery (COD): With this payment method, you should make sure that you have the amount due available in cash, plus the additional fee that the shipping company could charge (which is different in every country).
  • Advance payment: your goods will be shipped directly after receipt of payment. You will find the bank details you need to pay the invoice in the confirmation e-mail you will receive after your order.
  • Instant transfer: With instant transfer, you can pay your order with your online banking account of your house bank – you need your account number, bank code, PIN and TAN. After payment, we will prepare your order for shipping immediately.
  • Credit card: At the end of the purchase process, you enter your credit card details, we accept VISA and Mastercard. Your credit card will be charged directly with the order.
  • PayPal: Via Paypal you pay quickly, easily and securely. There are no extra costs for you, but you have to be registered at Paypal (free of charge).

Can I pay for my order in installments?
No, we kindly ask you to understand that we do not offer any financing methods.

How can I change my payment method?
You can choose among the above mentioned payment methods for each new order. If you haven’t paid for your current order yet, but have already sent it, please contact our support and we’ll see what we can do. Please send us an e-mail or call us on 0844 557 3010.

SHIPPING

Which shipping options do you offer?
Before finishing your order, you can select a parcel service provider. Wildcat offers you the choice between DHL and UPS, you can choose according to your preferences or experience here. Shipping costs may vary, depending on the chosen shipping method. The shipping costs can be found in your shopping cart and the final checkout page.

The following delivery times are to be expected:

  • DHL Weltpaket: 7-14 business days
  • UPS Standard EU: 2-3 business days
  • UPS Standard INT: 3-5 business days
  • UPS Express EU: 1 business day
  • UPS Express INT: 1-2 business days

Wildcat is not responsible for the speed of delivery by the shipping company. The delivery times given here are average values and serve as a guideline. When the package leaves the Wildcat central warehouse, we hand over responsibility for it to the respective service provider. The products available in our online shop, especially those listed as “In stock. Delivery time 2-4 days” will be dispatched within one working day after your order or with the payment methods advance transfer, Paypal, credit card and instant transfer within 2 working days after execution of payment by you. Sundays and public holidays have to be taken into account and lead to prolonged shipping. Our delivery reaches you in 2-3 working days after your order or with the payment methods advance bank transfer, Paypal, credit card and Sofortüberweisung in 3-4 working days after payment execution by you. If our goods do not reach you in the aforementioned time due to an unforeseeable delay at the appointed shipping company, please contact our customer service so that we can solve the problem as quickly as possible.

RETURN AND REFUND

I have received a damaged / wrong delivery. What do I have to do?
In case we made a mistake and packed a wrong item for you, please send it back within 3 weeks after receipt with sufficient postage paid (insured). Of course we will refund the postage for the return shipment. If something breaks, we also need the article. Please clean the item before returning it to us. We have to touch and check it here to assess the damage. If the article you send back should be dirty, we cannot asses the damage properly and will send it back to you again.

When do I get my money back?
If you are an end customer and make use of your right of withdrawal, that happens fast. Within 3 days after receipt of your return, we will credit the amount to your customer account. It is important that you fill in the consignment note and let us know whether you wish to leave the amount on your customer account and use it for your next orders or if you want a refund transfer. You can find the consignment note here, for dealers we have a separate return note here. If the return shipment is not accompanied by a consignment note, the procedure may take longer (we will try to contact you to find out why you have returned the item(s) to us). If you return an incorrect delivery, it will work the same way, too. In some cases, the processing time for defective articles can take a few days, as we check defective articles very carefully in order to rule out possible production deficits.

→ Read the complete cancellation policy

GENERAL QUESTIONS ABOUT PIERCINGS

We have created the section “piercing care“ especially for your questions regarding piercings – you will find all information about your piercing there. If one of your questions still remains unanswered, we will be happy to help you personally, Monday – Friday from 8 am to 7 pm – just give us a call: +49 (0) 2562/992990. By the way, our community will be happy to help you with your questions, too – this is the way to the community! By the way, we are also there for you on our Facebook!

Any more Questions?

No problem!
We are here to get you the right answer.
Choose from the following:

  • By filling in the contact form,
    please be as precise as possible.
  • By sending us an e-mail to service@wildcat.co.uk,
    we’ll try to answer within 24 hours.
  • By calling us:
    0844 557 3010 (Monday to Friday 9am to 5.30pm)
  • By sending us a private message on Facebook.
    Link: fb.com/wildcatofficial

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