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A gift for every order over €100 🎁

frequently asked Questions



Which countries do you deliver to?

We deliver to 28 countries. If you live in a country that does not appear in the list below, please send us a message and we will do our best to offer you an individual solution.

Czech Republic
USA (currently only certain items)

What shipping methods do you offer?

Orders with standard shipping are sent by Deutsche Post DHL, DHL Express, Hermes, UPS or PIN.

What are the shipping costs?
  • Delivery within Germany (DE): free standard shipping. We process and ship your order as cost-effectively as possible, so we can pass the savings on to you in the form of free shipping.
  • Delivery within the European Union (EU): The shipping costs are displayed in the checkout process. The applicable sales tax is included in the shipping costs.
  • Delivery outside the European Union (EU): The shipping costs are displayed in the checkout process. The shipping costs do not include any import costs in your country.
How long does it take for my order to arrive?

We always aim to process and dispatch all orders within 24 working hours. The delivery time is calculated from the day after your order, you can see the estimated delivery time at checkout. When your order leaves our warehouse, you will receive a shipping confirmation with your tracking number and estimated delivery date. Our warehouse works from Monday to Friday from 09.00 to 18.00.

Please note that during periods of high demand (including clearance sales) delivery may take a little longer than usual.

Occasionally, technical system updates or unforeseeable events, such as B. Extreme weather conditions, temporarily affect our delivery services, resulting in changes to our dispatch/delivery times. However, we will always try to minimize these changes as much as possible.

How can I track my shipment?

When your order is shipped from our warehouse, you will receive a shipping confirmation including your tracking number. If you didn't receive this email, you could check your spam inbox to see if it accidentally ended up there. If you cannot find your shipping confirmation, please contact our customer service so we can help you.

I have not received my order. What should I do?

If you have not received your order within the expected delivery timeframe, please contact our customer service within 30 days* of the order date.

*Unfortunately, after this period, we will no longer be able to follow up on lost orders.

When will I receive my order with pre-ordered items?

Please note that normal delivery times do not apply to orders with pre-order items. If you place a pre-order, a specific shipping date will be given on the respective product page. If your pre-order also contains other items, these will be shipped at the same time.

Do you deliver to PO Boxes?

Unfortunately, we are currently unable to ship packages to PO Boxes in any of the countries we ship to. However, we hope to be able to change this in the near future.

Is my shipment insured?

Insurance covers accidental damage and/or missing items during the shipping process. Due to the peculiarities of international shipping, damage and/or missing items during transit cannot always be completely avoided or anticipated. Should such a situation arise, please contact our customer service so that we can contact the shipping company directly and request financial compensation.

What else do I need to know about shipping?

Unless otherwise agreed, delivery will be made to the delivery address specified by the customer. On the website you will find information on the availability of products sold by us. We would like to point out that all information on the availability, shipping or delivery of a product is only an estimate and approximate guideline. They do not constitute binding or guaranteed shipping or delivery dates, unless this is expressly noted as a binding date in the shipping options for the respective product. If we determine during the processing of your order that the products you have ordered are not available, you will be informed of this separately by e-mail. The legal rights of the customer remain unaffected.
If delivery to the customer is not possible because the customer cannot be found at the delivery address specified by him, although the customer was informed of the delivery time within a reasonable period of time, the customer shall bear the costs for the unsuccessful delivery.

Returns & Exchanges

What is your return policy?
  • All products must be returned in their original condition (unused and complete).
  • All returns must include the original packaging.

This applies to all products on our website, including products on sale.

How can I return my order?

Fill out your return form in our online returns center and send the package with the pre-printed return label that we provide to you.

Once received, your return will be fully processed within 7 working days. Once this step is completed, you will receive a refund notification from us by email. The refund will be reflected in your account within 2-5 business days.

Please note that we cannot accept returns that have not been sent with our pre-printed return label. If you sent your order without our return label and with the carrier specified there, we will not receive the package in our warehouse and will not be able to issue you a refund for your order. Please also note that we are not liable for shipping costs or lost packages if the order was not shipped with the pre-printed label mentioned above.

Can I use another shipping company to return my order?

Unfortunately, we cannot accept any returns that are not sent with our pre-paid returns label and with the carrier specified on the label. If you sent your return without our return label and not with the carrier specified there, we will not receive the package at our warehouse and we cannot give you a refund for your order. Please also note that we are not responsible for shipping costs or lost packages if the return is not made with our pre-paid return label and through our chosen carrier.

Can I exchange my products?

If you want to exchange your order, simply return the items you don't want and place a new order online. We hope to be able to offer a standardized exchange service in the future.


How do I know that you have received my order?

When you place an order with us, we will send you an order confirmation to your registered email address. If you don't receive this within a few minutes, you should check your spam inbox. If you can't find it, you should contact our customer service so we can help you.

Can I change or cancel my order?

Once your order has been successfully placed, we are generally unable to make any changes or cancellations to your order. However, we still recommend that you send us a message . We will do our best to offer you an individual solution. Alternatively, once you receive the unwanted order, you can return it to us for a full refund.

I received an incorrect order, what should I do?

We are sorry that you received an incorrect order, of course this is never our intention. Please contact our customer service with photos and order number so that we can help you.

Can I be notified when a product is back in stock?

You can be notified when a product is back in stock. Go to the product page and select the item you want. Press the button labeled "Notify" and enter your email address. You will then receive an email as soon as the product is available again.


Which payment methods are accepted?

We accept Visa, Mastercard, Maestro, AMEX, Paypal, Apple Pay, Google Pay and Klarna in most countries. The payment methods we offer are displayed in the checkout.

Most countries are billed in their local currency, while some countries are billed in either USD or EUR. The prices on the website are shown in the currency of the website you are currently visiting.

Can I buy now and pay later?

Klarna offers you to buy now and pay without interest in 30 days instead of 14 days. This option allows you to receive your order first and then pay in peace. Find out more here .

Why was my credit/debit card declined at checkout?

We recommend contacting your bank if you receive a notification that your credit or debit card has been declined.

Possible reasons for declined payments include an invalid payment method, incorrect billing information, or banking issues. We advise you to try a different card or payment method or to contact your bank.

Are your payment methods secure?

We can only accept payments via 3D Secure (Verified by Visa/Mastercard SecureCode). This payment method is 100% secure and guarantees that the person using the card is also the cardholder, putting the customer in direct contact with the bank to verify the purchase. If you have any questions about 3D Secure, you can contact your bank.

Are VAT/taxes and duties included in the quoted price?

For orders from the EU, all additional costs such as VAT/taxes and duties are included in the listed price.

For orders from outside the EU, all prices are exclusive of VAT/taxes and duties. The price is also exclusive of the cost of physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders or mark them as gifts.

How much taxes and duties do I have to pay?

Unfortunately, we cannot estimate how much taxes and duties you will have to pay in your country, as this is regulated by each country. However, your local customs office should be able to estimate the price of the import fees.

Can I request a tax or duty refund for an online purchase?

Unfortunately not, as tax on purchases from our online store cannot be refunded through the VAT Retail Export Scheme. Please contact your local customs office to request a refund.*

*Only for orders outside the EU. Orders within the EU are always duty-free.


Where are your products made?

saewelo's products are manufactured by a very small number of suppliers, mainly based in Europe.

How are your products made?

All of our items have been awarded the STANDARD 100 label, which means that they have been tested for harmful substances and are therefore harmless to health. The test takes into account numerous substances, both regulated and non-regulated, that could harm human health. You can find out more about this on the official OEKO-TEX website.

How do I care for my saewelo tea towels?
  • Gentle cycle (60°C)
  • Bleaching not recommended
  • Tumble dry at a low temperature on a gentle cycle
  • Iron at max. 150°C and steam
  • No professional dry cleaning

  • Because cotton has natural oils, it takes a few washes to separate these from the fibers so the tea towels are fully absorbent. It is advisable not to use fabric softener, as it reduces the absorbency and thus the ability to dry in the long run.
  • New tea towels should be washed before they are used for the first time, colored or dark ones should be washed separately.

For other inquiries please contact our team. We aim to reply to you within 24 hours.


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