FAQs

1. Ordering

Can I modify my order after placing it?
Orders cannot be modified once submitted. Please double-check all information before placing your order. If you notice an error, contact us within 12 hours to request a cancellation.

Can I cancel my order?
Orders can be cancelled within 12 hours of placement. After 12 hours, the order will be processed, and cancellation is no longer possible.

How do I use a discount code or promotion?
If a discount code is available, it will be shown on the product page. Copy the code and enter it at checkout. For direct price reductions, the discounted price is already reflected in the checkout.

2. Payment

Which payment methods do you accept?
We accept Google Pay, Apple Pay, UnionPay, American Express, Mastercard, Visa, Discovery, JCB, Diners Club, Maestro.

Is my payment secure?
Yes, all payments use industry-standard encryption to protect your information.

What should I do if payment fails?
Check your payment details, contact your bank if needed, or try another payment method.

3. Shipping & Delivery

Which shipping methods are available?
We ship via SF International and CNE Express directly from our Shenzhen workshop.

How long will my order take to arrive?
Shipping typically takes 6–10 days and normally does not exceed 15 days. Severe weather or other unforeseen events may cause delays.

Do you offer free shipping?
Orders of EUR 40 or more qualify for free shipping. Orders below this amount incur a EUR 5.9 shipping fee.

Can you ship globally?
Yes, we ship to selected countries: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Netherlands, New Zealand, Norway, Spain, Italy, Sweden, Switzerland, United Kingdom (4 of 5 regions, excludes British Forces), United States (53 of 62 states, excludes Alaska, Guam, Hawaii, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe).

How can I track my order?
Once your order ships, you will receive a tracking number via email. You can track it at 17track.net.

4. Returns & Exchanges

Do you accept returns or exchanges?
Yes, we offer a 30-day return or exchange policy for eligible items.

How do I return or exchange a product?
Contact customer service with your order number and photos/videos of the item. Approved returns receive a return label and must be shipped back in original condition.

Who pays for return shipping?

  • Quality issues or incorrect items: Free return label provided.

  • Non-quality reasons: Customer is responsible for return shipping.

How long does a refund take?
Refunds are processed about 3–5 business days after we receive and inspect the returned item.

5. Products

What materials are your products made of?
We specialize in walnut and other high-quality solid wood, carefully crafted for beauty and durability.

How should I care for my products?
Use wood wax oil for regular maintenance. Products that contact food can be treated with olive oil.

6. Account & Login

Do I need an account to place an order?
No, guest checkout is available. Creating an account allows faster checkout and easier order tracking.

What if I forget my password?
You can reset your password via the login page.

7. Privacy & Security

Is my personal information safe?
Yes, we follow strict privacy policies and use secure encryption to protect your data.