FAQ

HOW IT IS WORKING

Wrapping

How do I wrap a gift with a COVER? Are there different ways to do so?

We're glad you're asking. It's super easy and much quicker than wrapping a gift with wrapping paper because you don't need a table, scissors, sticky tape, or ribbons to hold it together or make it look pretty. With the basic (video) instructions, you can wrap your gift in just seconds! And the best thing about it? Your gifts will look like masterpieces that have been wrapped for hours.

Where can I get tips, tricks or inspiration on how to wrap my gift?

There are so many ways to wrap and style your gifts. Therefore, we set up several channels where you can discover different tips and tricks on how to wrap your gifts in general. We also give you loads of inspiration on how to style your gifts with our COVERs. Have a look at our blog, YouTube, Instagram, Pinterest or Facebook channel and tell us which one's your favorite.

Handling

How do I use the COVER?

Get one. Join the app and check teh COVER in. Wrap your gift and digitally forward the COVER to the recipient (by checking the COVER out) while adding your greeting card. Then gift your nicley wrapped present to your loved one and let them check the COVER in by following the easy instructions in the app.

Detailed information on how to use the COVER is also available on THE COVER where we have put together some easy video instuctions for your convenient use.

Download on the Apple App Store Get it on Google Play

Download on the Apple App StoreGet it on Google Play

How do I use the NFC tag on the COVER?

You just have to tap it with your mobile phone. By doing so, you will get directed to our app instantly and will get all the information on the COVER in front of you, allowing you to check in or check out your COVER, follow its journey, or see how to take care of it.

If you haven't downloaded the app or signed up just yet, you will get the chance to do so when tapping.

How can I check in a COVER?

When you tap the NFC tag on the COVER, you will get forwarded to our app. If you aren't signed in or haven't downloaded the app, you will get the chance to do so.

All you then have to do is follow the easy check-in instructions in the app.

Detailed information on how to use the COVER is also available on THE COVER, where we have put together some easy video instructions for your convenient use.

Can I also use your products if my mobile phone doesn't enable NFC technology?

Yes, of course. No one will be left out! Just download our app and sign up. Click on the NFC icon ( NFC icon with outline black ) at the bottom and then type in the product ID manually.

A video instruction on how to check in a COVER without tapping the tag can be found here. Detailed information on how to use the COVER is available on THE COVER.

Download on the Apple App Store Get it on Google Play

Download on the Apple App StoreGet it on Google Play

How can I check out a COVER?

When you tap the NFC tag on the COVER, you will get forwarded to our app. You will see all the information about the COVER you are handling. Click the 'CHECK-OUT' button, add a greeting card and choose the person you would like to forward it to. You can either search the community if this person is already a member or enter their mobile number or e-mail address to invite them.

You can also simply visit the app and click on the NFC symbol at the bottom of the app to be directed to the page with all your currently checked-in COVERS. There, you can select the one you want to check out. The process is then the same: Click on 'CHECK OUT,' add a greeting card, and then choose the person to whom you want to pass on the COVER. If this person is already a member, you can search the community. Otherwise, you can simply enter the phone number or email address of that person and thus send them an invitation with your handover.

In case you can't make use of the COVER and would like to send it back or exchange it, please check it out while clicking 'SEND THE COVER BACK', 'ASSIGN TO A FRIEND', or 'SWAP WITH A FRIEND' and follow the detailed instructions.

A video instruction on how to check-out a COVER can be found here. Detailed information on how to use the COVER is available on https://www.cover.earth#how-to.

Product-ID (COVER-ID)

Where can I find the product-ID (COVER-ID)?

The product-ID is engraved on the NFC tag itself, which is attached to the COVER.

When a COVER is already checked in, you can also visit our app and click on the NFC icon ( NFC icon with outline black ) at the bottom. There you will see a list with all your checked-in COVERs holding information like the product-ID (in the upper right corner). You can also visit the profile page of the COVER where the product-ID can be found just below the name of the COVER.

Tokens

How do I get tokens?

You will receive tokens when you sign up for a subscription in the online store or within the app.

You will also get tokens in case you gift a friend who's not a subscribed member or if you receive a COVER that doesn't fit your needs, and you send it back or exchange it to keep the flow alive.

Another way of receiving tokens is by just letting a COVER travel the world. Once the COVER has been passed through 100 hands (100 check-ins), each person in the chain will receive a token redeemable for a free move. But it gets even better! If this exchange occurs within less than 6 months, the tokens for everyone in the chain will be doubled.

Detailed information on how to exchange or return items can be found on our returns page.

Where can I see how many tokens I have collected?

You can check the number of tokens you have collected in your profile in the COVER app.

Do I have to use the tokens right away?

No, you can collect the tokens. They will be accumulated in your account.

What can I do with my collected tokens?

You have several options for using your tokens. You can either use them on a move to kick off or maintain a sustainable global gift wrapping journey, sponsor moves for friends or family members, or donate them for tree planting and receive a certificate for this tree, which will be stored in your profile.

Can I have the tokens paid out to me?

No, unfortunately not.

Promo-Codes

What are promo-codes?

Sometimes we will send out promo-codes to enable you a free move of a COVER. You will either get it sent via direct message or be informed when one is available on our website, Instagram, Facebook, or Pinterest account.

Points

What are points?

Points work similarly to the stamp cards you're familiar with from cafés.

How do I get points?

For each checked-in move, you earn one point.

What can I do with my collected points?

After accumulating 10 points, we'll plant a tree in your name. You'll receive a certificate for this tree, which will be stored in your profile.

Where can I see how many points I have collected?

You can check the number of points you have collected in your profile in our app.

Can I have the points paid out to me?

No.

Status

What does status ( committed | unattached ) mean?

We offer rental and purchased COVERs. Rental COVERs have the status of committed. They are traveling the world for a small fee. Purchased COVERs have been bought by someone and set free. They are traveling the world for free and have their status set as unattached.

Where can I see the status ( committed | unattached ) of a COVER?

You can see the status of a COVER on its profile page or check it by clicking the NFC icon at the bottom of the app to be directed to the page with all your currently checked-in COVERs. There, you can also see the status. We will also inform you about the status when you're about to check the COVER in and out.

How do I know if I have received a rental or a purchased COVER?

You can ask the person who's gifting you, tap the NFC tag on the COVER to get directed to the profile page of the COVER with all relevant information about it, or visit our app directly and click on the NFC icon ( NFC icon with outline black ) at the bottom where you will see a list of COVERs with all the relevant information in case you have checked-in COVERs.

What's the difference between a rental COVER and a purchased COVER?

Rental COVERs are in our possession. We let them travel the world for a small fee per move within our subscriptions, whereas purchased COVERs belong to the person who has bought them. This person can decide if they would like to keep their COVER close, let it travel in a small circle (like family or circle of friends), or if they would like to set them free and let them travel the world.

Rental COVERs

What can I do if I have received a rental COVER but can't make use of it?

If you get a (rental) COVER, we kindly ask you to check it in to keep the flow going, even if you do not know if you can make use of it. You have 8 weeks to decide if you would like to use it or not. And don't worry - we will inform you when this period is running out. If you still can't make use of it by the end of this period, you can send it back to us free of charge, assign it to a friend or even swap it with a friend and will receive a token for doing so. With this token, you can then get another rental COVER that fits your needs in our online store or use it for moving a COVER you will receive.

How can I unlock moves?

You can either use your tokens, or a promo-code (in case one is available) to unlock moves.

Purchased COVERs

Can I send purchased COVERs on a journey as well?

It would be great if you would do so (even if it's just a back and forth between family birthdays) because this way you can see their environmental influence as well as their journey – even if it's just in a small circle.

What is happening when a purchased COVER is on a journey?

Everyone who's receiving a purchased COVER that's on a journey can use it for free.

Greeting Cards

Where can I personalize my greeting cards?

To personalize a greeting card, simply visit our app and click on the card icon at the bottom. There you select the occasion and simply enter the desired text.

Can I pre-design greeting cards for occasions in the future?

Yes, you can pre-design greeting cards for future occasions. Simply visit our app and click on the card icon in the footer. There you select the occasion and simply enter the desired text. Save it and use it at the desired occation.

NFC

What is NFC?

Near Field Communication (NFC) is a standards-based short-range wireless connectivity technology that makes life easier and more convenient for users. NFC helps to simplify transactions, exchange digital content, and connect electronic devices with just one touch. NFC is already deployed worldwide and compatible with hundreds of millions of mobile phones.

How does NFC technology work?

Near Field Communication (NFC) is a contactless communication technology based on a radio frequency (RF) field using a base frequency of 13.56 MHz. NFC technology is designed to exchange data between two devices through a simple touch gesture at an operation distance of a few centimeters.

Is it save to use NFC technology?

Yes, absolutely. The near-field operation distance makes it difficult for attackers to record the communication between an NFC device (your mobile phone) and an NFC tag (the tag on the COVER) compared to other wireless technologies which have a working distance of several meters (like WLAN or Bluetooth). As a result, the security level of NFC communication is by default much higher compared to other wireless communication protocols. This is why most banks are using it for their touchless payment services.

Why are you using NFC technology?

We are using NFC technology since it is very secure and offers us the possibility to perfectly identify the specific item since every tag has a unique ID. NFC tags are furthermore helping us to improve the ease of use for you. By using an NFC tag, you only have to tap the tag on the COVER without doing much further – which makes it very convenient.

We also have options for users who can't make use of NFC technology. This, unfortunately, involves a bit of manual work (typing in the product ID) and is therefore not as convenient.

How do I use the NFC tag?

You just have to tap it with your mobile phone. By doing so, you will get directed to our app instantly and will get all information on the COVER in front of you, allowing you to check-in or check-out your COVER, follow its journey, track its environmental impact and see how to take care of it.

Can I also use your products if my mobile phone doesn't enable NFC technology?

Yes, of course. No one will be left out! Just download our app and sign-up. Click on the NFC icon ( NFC icon with outline black ) at the bottom and then type in the product ID and your 4-digit check-in-code.

Download on the Apple App Store Get it on Google Play

Download on the Apple App StoreGet it on Google Play

Can you see my location when a COVER is with me?

No. The NFC tag is not trackable like a GPS sender. We can't see where you currently are.

Can people see my exact location when I have checked in a COVER?

No. We will just roughly show the spot of check-in on the map. People will only see that it has been checked in at an area of 500 meters. You also have the option to set your profile private. This way your name and thumbnail will be hidden in the COVER chain for no one to see except your friends.

Can you get personal data about me through this NFC tag?

No. There is no way someone can get personal data about you.

EVENTS

How do I find out about Events that you are planning?

We will inform you about upcoming events on our website, Instagram, Facebook, or Pinterest account. There will also be information available in our app.

How can I participate?

We will give you detailed information on how to participate with each announcement.

THE ART OF GIFT-GIVING

What is Furoshiki?

Furoshiki (風呂敷) are traditional Japanese fabric wrapping cloths customarily used to transport clothes, gifts, and even lunch boxes. If used for the latter, they also function as a table mat for lunch. The term, which literally translates to bath (furo) spread (shiki), was first used in the Nara period (710–794) as a means to carry and protect valuable goods to the public bath and to get changed on it before and after taking the bath. Furoshiki fabrics are knotted to enclose the items, requiring no further string, ribbon, or adhesive to hold the package together.

Do you want to know more about the Art of Furoshiki? Please see our blog post 'The ultimate guide to Furoshiki 風呂敷 - The ancient art of fabric gift wrapping'.

Why should I use fabric wrapping?

Every year, hundreds of thousands of kilometers of gift wrapping end up in landfills. But since the production of paper involves cutting down trees, the impact on the environment is immense. With our COVERs, you can not only be sure that you will avoid producing further waste and cutting down trees for the gifts you're giving, but also reduce waste since we're only using recycled materials to produce the COVERs and recovering forests by planting new trees for every purchase made.

I recycle my wrapping paper. Why should I switch?

Only very few wrapping papers can be recycled since small quantities of plastic, foil, and glitter – alongside the sellotape or adhesive used to secure the wrapping – render the gift wrap unsuitable for recycling. With COVER, a single wrap can be reused time and time again, there is no need for sticky tape or plastic ribbons, and the COVER itself can be recycled without any issues.

STORES

Where can I buy a COVER?

We are so excited to hear that you're interested in getting one! At the moment, you can purchase them in our online store only, but we're working on selling them offline as well. We'll keep you posted.

DESIGNS

Do you have holiday-specific prints?

Currently, only reversible COVERs (two-colors) are available. However, we are working on a collection with specific patterns to match different festivities. With the introduction of these COVERs, new designs will then be developed and offered for each season.

Will the designs change?

Definitely. There will be new designs added to the existing collections every season.

PRODUCTION

Where are the products made?

We found a small certified family business in India that is – next to helping us produce gorgeous items with recycled resources – teaching us how to be in sync with nature while living a sustainable and Ayurvedic lifestyle.

We also work with a family business from Portugal to produce our COVERs.

What kind of materials do you use?

Our main guidelines are respect for our Earth's valuable resources and a zero waste policy. All of our COVERs are made of recycled materials and are themselves recyclable/biodegradable. If you need to discard a COVER, it will decompose in 2 to 5 months.

CARE

Are there specific care instructions?

Our COVERs are very easy to take care of. If your COVER doesn't look neat anymore, you won't have to iron it. Just spray it with a couple of dashes of water and it will look like new in seconds.

If your COVER gets dirty, just wash it with like colors in cold water and lay them flat to dry to prevent deformation and unsightly kinks. You don't even have to iron or steam it to make it look neat again. You can find detailed care instructions on the product itself (NFC tag), in our app (please click the NFC icon ( NFC icon with outline black ) at the bottom), or in the description next to the product in our online store. General information on how to take care of your COVER can be found in our care instructions.

PACKAGING

Do your COVERs come in a box or a bag?

One of our policies is Zero Waste. Since we are trying to save waste wherever possible, we decided against a separate packaging for the COVERs. To get them to your doorstep in the most sustainable way possible, we're using reusable shipping bags made of recycled plastic, to fight against single-use waste.

Do you provide gift wrapping for your products?

Since the COVERs are conceived to wrap gifts themselves, we do not provide gift wrapping for our COVERs.

PAYMENTS

Which payment methods can I use?

We accept Visa, Mastercard, Maestro, Visa Electron, American Express, ApplePay, and PayPal.

GUARANTEE

Do you have a return policy?

We want you to be happy. If you're not absolutely satisfied, we want you to send your order back. In this unlikely event, we would also like to ask you if you could provide us with feedback so we're able to improve even further. Thank you very much in advance.

You can find detailed information on returns here.

Do you offer a guarantee?

We are only using the best materials to produce our products. Therefore we can assure the highest quality for every item. All our products have a guarantee of 2 years.

MY ORDER

What’s the status of my order?

After placing your order, you will receive a confirmation e-mail with all the details about your purchase. As soon as your parcel is packed and is leaving our logistic center, you will receive a further notification. In a third e-mail, the shipping company will contact you directly, informing you about the tracking code. They will also attach a link which you can follow to check where your order is on every step of the way.

In case you can’t find our e-mails, please make sure to also check your spam folder.

How can I track my order?

The shipping company will send you a notification e-mail with the tracking code and a link. Just follow the link or visit the DHL website and insert the provided tracking number to get all the details.

How long does it take to process my order?

We typically process orders within a business day of receiving them (excluding weekends and holidays).

When will my order be shipped?

All orders placed before 12.00 am (CET) on a working day are usually shipped within the same day. In busy sale periods, we do our very best to dispatch your order within 1 to 2 working days from the day you place your order.

When can I expect my order?

DHL typically requires 2 to 5 business days for order fulfillment within Germany. Order fulfillment within the EU usually takes 5 to 10 business days. International orders are expected to arrive within 10 to 21 business days. During peak seasons like Christmas, longer delivery times can be expected.

Where is my order coming from?

All orders are shipped from our logistic center in Mannheim, Germany.

My order still hasn’t arrived. What do I do?

We typically process orders within a business day of receiving them. After shipping the order, we can't influence the process anymore. In case the delivery of an order is delayed due to the shipping company or customs, we bear no responsibility. Nevertheless, we will be just a message away and try to help you solve the issue. Please send a message to , and we will then try to get in contact with DHL to find out what has happened with your parcel.

I have not received my order as planned. What do I do?

If you haven’t received your order within the stated transit time, please contact and we will locate the package for you. Please find more information about transit times in different countries here.

How can I cancel or change my order?

Once you have received your order confirmation, it is not possible to cancel or change your order. However, if you realize you made a mistake when placing your order, please contact as quickly as possible, and we will do our best to help you.

Can I exchange items?

At the moment, we do not offer exchanges. If you need a different size or color, please place a new order for the right one.

SHIPPING COSTS &
DELIVERY OPTIONS

Do you ship internationally?

Of course we do.
We offer worldwide shipping with free shipping options.

Do you ship to my country?

Yes, we ship worldwide. Please find more information about shipping costs and transit time to your country here.

What shipping providers do you use?

We are not only trying to reduce waste but pollution in general. To keep our CO2 footprint as low as possible, we're delivering your orders with DHL GoGreen.

Do you ship to P.O. boxes?

Unfortunately, we do not deliver to P.O. Box addresses at the minute.

How do you ship?

We ship our products with a sustainable packaging made from recycled plastic that is designed to be reused over and over again. You can read more about our packaging here.

To get them to your doorstep in the most sustainable way possible, we're using reusable shipping bags made of recycled plastic to fight against single-use waste.

When will my order be shipped?

All orders placed before 12.00 am (CET) on a working day are usually shipped within the same day. In busy sale periods, we do our very best to dispatch your order within 1 to 2 working days from the day you place your order.

How much is shipping?

We offer free shipping on German orders over 50 Euro, European orders over 75 Euro, and worldwide orders over 100 Euro. If your purchase is below 50 Euro (75 Euro, 100 Euro), shipping is at your own expense. For shipping within Germany, we charge a shipping fee of 4.99 Euros, within Europe of 7.99 Euros, and outside of Europe 9.99 Euros.

Please find more information about shipping costs here.

How long does shipping take?

We typically process orders within a business day of receiving them (excluding weekends and holidays). Orders made before 12.00 am (CET) are shipped until 2.00 pm (CET) the same day. Orders arriving after 12.00 am (CET) will get picked up by DHL the next day at 2.00 pm (CET). Order fulfillment within Germany typically takes 2 to 5 business days. Order fulfillment within the EU usually takes 5 to 10 business days. International orders are expected to arrive within 10 to 21 business days. During peak seasons like Christmas, longer delivery times can be expected.

Will there be customs charges added to my order?

We are shipping our products from Germany. For orders arriving from countries outside the EU, shipments may be subject to import fees and taxes (e.g., import tariff, value-added tax, customs handling fees) that are due on arrival and are not covered by the shipping costs charged in our online store. These fees will be collected by the post office or courier service provider in your country or region and are calculated on the value of the order. The actual value of the order will be reported on the customs documents.

How high will the customs charges be?

It's impossible for us to determine customs charges as they vary from country to country and state to state. If you need any detailed information about these charges, please contact your local customs office. If you tell them that you'll be receiving a shipment from Germany and the value of your purchase, they'll be able to calculate the exact fees.

RETURNS

How do I return an item?


Purchased COVERs

We want you to be happy. If it turns out that your purchase wasn’t right for you, we offer 14 days of full return. Please contact as quickly as possible stating your name, order number and issue. The return package should be sent to our logistic center (COVER, Logistic Center, Düsseldorfer Str. 6-8, 68219 Mannheim, Germany) at your own expense.

Please find our full return guidelines on purchased items here.


Rental COVERs

If you can't make use of the COVER you have received from a friend, please send it back to us at our cost. To do so, please visit our app and press the NFC icon ( NFC icon with outline black ) on the left side at the bottom. Click 'CHECK-OUT' and either choose 'SEND IT BACK', 'HAND IT IN AT A BRANCH' or 'SWAP WITH A FRIEND' and follow the further detailed instructions. If the COVER is damaged, please 'SAY GOODBYE'.

After that, please either print out the shipping label and return your COVER, hand it in at the selected branch, or swap it with your friend.

Please find our full return guidelines on rental items here.

I have received a faulty or wrong item. What should I do?

Did we send the wrong product? We are terribly sorry! Please contact as quickly as possible, stating your name, order number, and issue, and we will get back to you with further instructions and do our best to solve the issue as soon as possible.

How do I know that you have received my return?

Once we have processed your return, you will receive an e-mail with a credit note. For your own safety, please save your shipping receipt until you have received the credit note.

How long does it take to get a refund?

As soon as we receive the returned articles, we will authorize the refund. Depending on the payment method and issuer, it may take a couple of hours up to a few days until the refund is credited to your account.

CUSTOM ORDERS

Do you do custom orders?

Yes, we do! Please send a message to , and we will make sure to get back to you as soon as possible.

You want more information on custom orders? Get it here.

CORPORATE GIFTS

Can we design our own corporate COVERs with our logo and colors?

We happily customize COVERs with your logotype and colors. If you are interested in custom COVERs, please send a message to or find more information about custom orders here.

What is the minimum order required?

To design personalized COVERs, a minimum quantity of 500 pieces is required.

What is the estimated lead time?

You can roughly estimate a lead time of 100 days. This depends on how quickly we're getting through the design process and where the order has to be shipped.

Where can I get the specifications?

All specifications are available on www.cover.earth/custom. Just follow the link to have a detailed look.

DISTRIBUTION &
WHOLESALE INQUIRIES

I am interested in becoming a distributor of your products. How can I get in touch with you?

We are delighted to hear and would love to discuss potential partnerships with you. If you are a concept store, gift shop, or any other store, or work closely with either, please get in touch with us at . We'd appreciate it if you'd introduce yourself, describe what you do, your experience, and share your vision of expanding our products. After reviewing your proposal, we will assign you the appropriate Customer Success Manager on our side who will get in touch with you and hopefully, this will be the beginning of a successful partnership. Please also visit our wholesale page for more information.

What are your selling conditions?

If you're interested in joining our community, please send a message to and provide us with your contact information. We will get in touch with you as soon as possible to discuss all the details of a partnership.

INFLUENCERS &
COLLABORATIONS

I'm interested in collaborating with you. How can I reach you?

We are happy to hear that you are interested in working with us. Please send a message to and find more information on collaborations here.

DESIGNERS &
ARTISTS

Do you accept artwork from artists?

Are you interested in collaborating with us? That makes us super happy! If you are interested in having your artwork on a COVER, please send a message to .

CAREER

Where can I see open positions?

We're growing fast, and we're constantly looking for new talents to help us conquer new milestones in our fight against single-use waste and climate change. Please check our career page to see all vacancies. In case there are no open positions available, send us an unsolicited application at . If you're interested in our values, have a look at www.cover.earth/why.

OTHER QUESTIONS?

Please reach out to and ask away! We will get back to you as soon as possible.