Monday10:00 AM – 08:00 PM
Tuesday10:00 AM – 08:00 PM
Wednesday10:00 AM – 08:00 PM
Thursday10:00 AM – 08:00 PM
Friday10:00 AM – 09:00 PM
Saturday09:30 AM – 08:00 PM
Sunday01:00 PM – 06:00 PM
Opened today: 10:00 AM – 08:00 PM 

FAQ

Shopping online

Customers who have reached the age of 18 and who are legally competent are entitled to order online. All prices are given in Euro and include taxes. For the payment of orders, a credit card of the suppliers Visa, Mastercard or American Express is required.

Eventtickets

Fügen Sie Ihre Auswahl dem Warenkorb hinzu und folgen Sie den weiteren Schritten. Sobald Ihr Kauf verschickt wurde, enthalten sie eine Benachrichtigung per E-Mail. Wenn Sie an unterschiedliche Adressen versenden möchten, müssen Sie den Bestellvorgang für jede Lieferadresse einzeln durchführen.

Bitte beachten Sie, dass Eventtickets vom Umtausch ausgeschlossen sind. Eine Rückgabe oder Barauszahlung ist nicht möglich (auch nicht in Teilbeträgen). Wenn Sie Fragen hinsichtlich unserer Eventtickets haben oder Hilfe bei der Bestellung benötigen, wenden Sie sich bitte an unseren Kundenservice.

Gift Certificates

Online gift vouchers can be redeemed at the KaDeWe, Alsterhaus and Oberpollinger, but not in our online shop. You can choose between different voucher values. Then add the voucher to your shopping cart and follow the subsequent steps. Once your voucher has been sent, you will receive a notification via e-mail. If you wish to purchase several vouchers and have them sent to different addresses, the order process for each delivery address must be submitted individually.
Please note that gift vouchers cannot be exchanged. A replacement or cash payment is not possible (this includes partial amounts). If you have questions regarding our vouchers, or if you need help with the order, please contact our customer service.

Newsletter

If you subscribe to our digital newsletter, you will immediately receive an e-mail asking you to confirm your registration (Double-Opt-in). Once you register and confirm, we will save your IP address and the date and time of your registration. This ensures that no third party abuses your data and subscribes to our newsletter without your knowledge. We use your data exclusively to send our newsletter to your e-mail address. No data will be transferred to third parties. Only technical service providers who carry out the dispatch of the newsletter are exempted from this rule. You can unsubscribe from our newsletter at any time by clicking on the link provided in our newsletter or by sending an e-mail to service@kadewe.com.

​Online shopping

Do I need to set up an account to order online?

Yes, you have to register to an account in order to complete your purchase. In addition, there are many advantages in setting up your personal customer account: you can manage your personal data and access information at any time, track the status of your current order, view recent purchases, and create an address book with delivery addresses.

Will my personal data be kept confidential?

Please be assured that we take data protection very seriously, and your information will not be shared with third parties. For more information, please read our Data Protection section for more information on this topic.

Do you ship worldwide?

Unfortunately, delivery is currently only offered within Germany.

How long does delivery take and what are the shipping costs?

We process and ship orders during our general business hours from Monday to Friday, except on national holidays. Orders received by noon are generally dispatched on the next working day. Once we have sent your order, you will be notified by e-mail. In case of DHL deliveries, the tracking number of your shipment is also indicated. You can check the delivery status via the link in your confirmation e-mail.

Artikel Liefergebiet Versandart Versandkosten Lieferzeit
Geschenkgutschein Deutschland bis 275€ Brief frei 2-3 Tage
Geschenkgutschein Deutschland ab 300€ DHL frei 2-3 Tage
Eventtickets Deutschland DHL 10,00€ 1-2 Tage

My KaDeWe account

My account

To register to your personal customer account, please enter your e-mail address and your first and last name in the registration form provided for this purpose. You can also opt for a personal password that will allow you to log into your account in the future. Furthermore, you will receive a confirmation e-mail and can immediately use all functions, for example, manage your personal data, track the status of current orders, view previous orders, and create your address book.

You can change your personal access information at any time. To do so, overwrite the existing information and save your changes. Any other information, that you provide to us and check regularly for, is automatically filled into the order forms to facilitate future processes.

In your address book, you can enter your preferred delivery addresses, in order to make your orders even faster and easier. If you do not select a delivery address, your order will be automatically sent to the invoice address. You are free to change and delete address details as you wish.

Payment

Payment Methods

For the payment of orders a credit card of the provider Visa, Mastercard or American Express is necessary. To complete the ordering process, enter your card number, the card verification number, the date of validity and your name in the fields provided. For Visa and Mastercard providers, the card verification number corresponds to the last three digits in the signature field on the back of the card. American Express cards carry a four-digit card verification number on the front above the card number. Your data will be transmitted using a secure SSL encryption method. If you have questions regarding the payment process or need help, feel free to contact our customer service department.

3-D Secure

In order to make your credit card payment even safer, we use the international security standard 3-D Secure. It makes the misuse of credit cards by unauthorized third parties harder and thus reduces the risk of fraud. In some cases your bank might also requires that you specify your 3-D Security Code when shopping online. If you are not yet registered for service, you can register online for free or contact your credit card institution for registration.
During a purchase using 3-D Secure, you declare yourself as the legitimate cardholder through a security code. The security code will be requested after you enter your credit card information. This will open a window of your credit card provider, where you can enter the code. The code you specify during the registration process is only known to you and your bank and will be requested for each new order. The order is completed as soon as the order confirmation page with the order number appears. Please leave the browser window open until then.
Only by entering the correct security code can the payment process be completed successfully. If you enter an incorrect code, the payment will not be executed. You can also choose to have a personalized greeting displayed for your own review. If this greeting does not appear, do not enter your security code and contact your credit card provider immediately.

If you forget your code, you can have it reset in the input window of your credit card provider. In this case, you must re-register for 3-D Secure and create a new security code.

​Shipping

Insurance

Up to a value of 500 euros, your order is insured during the transport up to the time of delivery. The minute the confirmation of receipt is received, the liability for the items is transferred to you or the packet receiver. If you would like insurance for orders exceeding 500€, please contact our customer service department.

Up to a value of 500 euros, your order is insured during the transport up to the time of delivery. The minute the confirmation of receipt is received, the liability for the items is transferred to you or the packet receiver. If you would like insurance for orders exceeding 500€, please contact our customer service department.

Tracking

By entering your e-mail address, you can keep up-to-date with the status of your order. As soon as the shipment leaves the warehouse, you will be notified. In the case of DHL deliveries, you will also be informed of the tracking number of your shipment. You can check the delivery status by clicking on the link in the e-mail. Orders for gift vouchers cannot be tracked as these are usually sent as letters.

By entering your e-mail address, you can keep up-to-date with the status of your order. As soon as the shipment leaves the warehouse, you will be notified. In the case of DHL deliveries, you will also be informed of the tracking number of your shipment. You can check the delivery status by clicking on the link in the e-mail. Orders for gift vouchers cannot be tracked as these are usually sent as letters.

Delivery

If your order does not arrive at your desired delivery address five business days after receipt of the shipping information, please contact our customer service department.

Article Delivery area Delivery type Delivery cost Delivery period
Gift voucher Germany up to 275€ letter free 2-3 days
Gift voucher Germany from 300€ DHL free 2-3 days
Event tickets Germany DHL 8,50€ 1-2 days

Paket loss

If your order has not yet arrived at your desired delivery address for five business days after receipt of the shipping information, please contact our customer service.

Important instructions

Please check your delivery address before submitting your order, since already confirmed purchases cannot be redirected.
Very low or very high outside temperatures can lead to a loss of quality for certain products.
Please note that the processing can be delayed by up to 48 hours at an increased demand frequency, such as during Christmas season. Weather-related or traffic-related conditions can also lead to delays. However, we do work closely with our shipping partners to avoid them.
If you have any questions, please contact our customer service department.

​Data protection

We attach great importance to the confidential handling of your personal data and your right to informational self-determination. With the following data protection declaration, we inform you about the handling of your data when using our website.

Input of personal data
In principle, you can visit our site without entering any personal data. However, personal data is required when you use our contact form, make an online order, apply to our costumer loyalty program or subscribe to the newsletter.

In accordance with § 28 BDSG, we process and use the data entered by you within the scope of the processing of your request: to answer your question, to carry out your order or to take part in our press file. After processing your request or terminating the business relationship, your data will be deleted or stored in our systems according to the legal retention periods.

If you apply to our website, you will be redirected to our application portal. Please check the processing of your data in case of application

Transfer of data

A transmission of data only takes place if it is necessary for the execution of your request such as: forwarding your address to a shipping or payment service provider, operation and maintenance of the website, sending of newsletters, etc. In no case, will we give your personal data to third parties for advertising or marketing purposes, or otherwise make these available to you. If you decide to obtain marketing information, you will only receive e-mails from KaDeWe.

Online orders

If you place an online order with us, we process and use your data exclusively for the processing of your order, including the payment processing and the dispatch of the goods, unless you have agreed to the use of your data for other purposes within the framework of the customer card application or the newsletter order. Further information can also be found in the sections “FAQ” and “Payment methods”.

Customer Loyalty card

If you apply for a customer card and use it for purchases, we will use and store your data for the calculation of the discount, for direct advertisements, as well as for purposes of market research. You may at any time object to the use of your data for these purposes. If so, Please contact service@kadewe.com by e-mail

Newsletter

If you subscribe to the newsletter, you will immediately receive an e-mail asking you to confirm your registration (Double-Opt-in). When you register and confirm, we will save your IP address and the date and time of your registration. This ensures that no third party abuses your data and subscribes to our newsletter without your knowledge. We use your data exclusively to send you our newsletter. There is no transfer to third parties. Excepted from this are technical service providers who carry out the dispatch of the newsletter. You can unsubscribe from our newsletter at any time by clicking on the link provided in our newsletter or by sending an e-mail to service@kadewe.com

Cookies

We use cookies to make the use of our website comfortable for you. By using our website, you consent to the use of cookies of the mentioned types on your computer and to access them on your next visit to our website. These are small text files that are stored on your device. Some of the cookies we use are deleted after the end of the browser session, ie after closing your browser (so-called session cookies). Other cookies remain on your device and allow us or our affiliates to recognize your browser on the next visit (persistent cookies). You can set your browser to inform you about the setting of cookies and decide on their acceptance individually, or to exclude the acceptance of cookies for specific cases or in general. If the cookies are not accepted, the functionality of our website may be restricted.

Web analytics tools, Google Analytics

We also implemented Google Analytics, a web analytics service provided by Google Inc. (“Google”). Google Analytics is also based on cookies and allows you to analyze the use of the websites. We have activated IP anonymization for our website so that Google’s IP addresses automatically transmitted with the usage information are shortened by Google within the European Union or in another European Economic Area before the data is forwarded and stored in the US , Only in exceptional cases are IP addresses transferred to a Google server in the US and only there abbreviated. On behalf of The KaDeWe Group GmbH, Google uses this information to evaluate us for the use of the website, to compile reports on the website activities and to provide other services connected with the use of the website and the Internet. We would like to point out that on this website Google Analytics has been extended by the code “anonymizeIp” to ensure an anonymous detection of IP addresses (so-called IP masking). The IP address provided by your browser as part of Google Analytics will not be merged with other Google data. You can prevent Google from collecting and using Google’s data related to your use of the website (including your IP address), as well as the processing of this data by Google by downloading the tools available at tools.google.com/dlpage/gaoptout?hl=de . For more information on Google’s privacy policy, visit google.com/intl/en/policies

Social Plug-ins

This site uses social plug-ins for our social networks Facebook and Instagram. When you visit a Web site that contains such a plug-in, your browser connects directly to the servers of Facebook and Instagram. The content of the plug-in is transmitted directly from your provider to your browser and integrated into the website. We therefore do not control the extent to which the above providers use this plug-in, and therefore inform us according to our knowledge:
By the integration of the plug-ins, the respective provider receives the information that you have called the corresponding page of our Internet site, even if you do not have a profile with the mentioned providers or are not logged in. This information, including your IP address, is transmitted directly from your browser to a server of the respective provider and stored there. This site may be located outside the Member States of the European Economic Area, for example in the USA.

If you are logged in to one or more of the above mentioned providers at the time of visiting our website, they can assign the visit of our website directly to your profile. If you interact with the plug-ins, for example press a button or comment, the corresponding information from your browser is sent directly to the server of the provider. This information is also published in the social network and displayed to your contacts. If you do not want Facebook or Instagram to map the data collected through our website directly to your, you must log out before you visit our website at the appropriate network. Please contact the providers about their data privacy regulations at facebook.com/policy.php and help.instagram.com/155833707900388

SSL

We protect the transmission of your data with a Secure Sockets Layer (SSL) connection that ensures your personal data, including credit card and account information, is securely transmitted over the Internet. The data is encrypted so that it is readable only for the payment system. You will recognize that you are in the secure area by the symbol (closed padlock) in the bottom window bar of your browser. If your computer cannot process SSL, which rarely occurs, you do not need to worry about your data being sent in encrypted form. Usually an error page will alert you to the problem. If this is the case, please contact your provider.

3-D Secure

The 3-D Secure security procedures, especially developed for visa and MasterCard transactions, ensure that the legitimate cardholder and the legitimate online merchant participate in a transaction. If a credit card holder is registered for one of the registration methods on the 3-D Secure method, an additional query screen opens, which is connected to your bank and requests the entry of the secure code (a password you have chosen) after entering the card data. The transaction is only executed with the correct password. You will learn from your bank whether your credit card is approved for the procedure.

Right to information

According to the Federal Data Protection Act, you have the right to be informed about your stored data as well as a right of rectification, blocking or deletion of this data. If so please send us an appropriate letter:

  • The KaDeWe Group GmbH
  • Datenschutz
  • Katharina-Heinroth-Ufer 1
  • 10787 Berlin

Technical settings

Even if javascript is not a prerequisite for using our website, we recommend you to accept javascript to your browser settings as it will give you the opportunity to use additional comfort functions. Javascript allows an optimal and user-friendly representation of our on-line shop.

We also recommend that you disable the pop-up blocker in your browser settings and accept cookies; otherwise you will not be able to use our website without restrictions.

​Contact us

  • KaDeWe
  • Onlineshop
  • Tauentzienstraße 21–24
  • 10789 Berlin
  • T +49 30 21 21 21 31 (Monday to Friday 10–16)
  • F +49 30 21 21 11 50
  • E onlineshop@kadewe.com


Should you have any questions please refer to: