FAQ
Here you will find answers to the most frequently asked questions about returns, shipping, payment, and products.
Returns & Complaints
How do I return a product that I don't like?
Within the extended 30-day right of withdrawal, you can return products and receive a full refund of the purchase price.
Start the return in the returns portal: select the reason for return there and you will receive a return label.
I received the wrong item. What should I do?
Select the reason "Received the wrong item" in the returns portal. The return shipping is free for you. As soon as the undamaged goods have been received by us, we will promptly refund the purchase price.
My item is damaged or has a defect.
Send us your complaint with a photo of the item and the label via the customer service contact form. We will get back to you with a solution.
Defects can be caused, for example, by transport damage or the natural behavior of the wood.
Can I change or cancel my order?
Our ordering process is automated. Therefore, we cannot guarantee cancellations or changes. However, you can request them via the customer service form.
Where is my shipment?
How can I track my shipment?
As soon as your order has been shipped, you will receive a confirmation email with the tracking link.
If you have questions about the status of your order, the customer service will help you.
Payment & Shipping
What payment methods are available?
You can pay with PayPal, Klarna invoice, credit card (Visa, Mastercard), and Google Pay.
How long does shipping within Germany take?
We ship with GLS, usually within 1–2 business days. Shipping is free for orders of €99 or more; for orders below this amount, we charge €3.99 per order.
How long does shipping to Austria take?
We ship with GLS, usually within 1–3 business days. The shipping costs are €9.99 per order.
Where can I find my invoice?
The invoice is attached to your shipping confirmation. If you cannot find it, the customer service will be happy to send it to you again. For this, we need some information from you.
Product Questions
I have a question about the fit or availability of a product.
If you have questions about the fit or availability of a product, please contact our product managers.
Promotions and Vouchers
What promotions are currently running?
Our current free gift promotion runs until December 31, 2026.
How can I subscribe to and unsubscribe from the newsletter?
You can subscribe to the newsletter using the "Subscribe" button. You can revoke your consent at any time, for example via the unsubscribe link in the newsletter. Details can be found in our privacy policy.