Frequently Asked Questions (FAQ)

Orders

How do I place an order?

Simply select the desired product, add it to your cart, and follow the instructions during checkout. You will receive a confirmation email after completing your order.

Can I change or cancel my order after submitting it?

Please contact us as soon as possible at holzundgefuehl@proton.me if you wish to change or cancel an order. Once the order has been shipped, cancellation is unfortunately no longer possible.

Will I receive an order confirmation?

Yes, after every successful order, you will automatically receive a confirmation email with all the details of your order.

Shipping

How long does delivery take?

Within Austria, delivery usually takes 2–5 business days. To other EU countries, 5–10 business days. For more information, please see our Shipping Policy.

What are the shipping costs?

Shipping costs are calculated at checkout based on your delivery location and displayed transparently.

Can I track my shipment?

Yes! Once your order has been shipped, you will receive an email with a tracking link that allows you to track the status of your delivery at any time.

Returns & Refunds

How long do I have to return an item?

You have the right to return your order within 14 days of receipt without giving a reason. For more details, please see our Return & Refund Policy.

What do I do if I have received a damaged or incorrect item?

Please contact us immediately at holzundgefuehl@proton.me with a photo of the item and your order number. We will take care of it as quickly as possible.

When will I receive my refund?

After receipt and inspection of the returned item, we will refund the amount to your original payment method within 14 days.

Payment

What payment methods are accepted?

We accept all common payment methods displayed at checkout, including credit card, PayPal, and other secure payment options.

Is payment secure?

Yes, all payments are processed via secure, encrypted connections. We do not store credit card data.

Products

What materials are your products made from?

Our products are made from high-quality, carefully selected types of wood. Details on the materials used can be found in the respective product description.

How do I care for my wooden products?

Wooden products should be protected from excessive moisture and direct sunlight. Clean the products with a slightly damp cloth and then dry them thoroughly. Occasional rubbing with natural wood oil extends the lifespan and preserves the beauty of the wood.

Are your products customizable?

For inquiries about personalized or custom-made products, please contact us at holzundgefuehl@proton.me. We will be happy to assist you.

Contact

How can I reach customer service?

You can contact us anytime via email at holzundgefuehl@proton.me. We usually respond within 1–2 business days.