FAQ / Exchange / Exchange / Return

Exchange / Replacement / Return

Not quite happy with your unique Holzkern? We can help you further:

You have the option of exchanging or replacing your Holzkern product up to 24 days after receiving it. to be returned. Please make sure to send the product before this deadline. Products purchased in our Stores can only be returned directly to the store.

Exchange for the same product

This gives you a model with a different grain, marbling or texture:

Each of our products is unique. No two pieces are the same. This means that the grain of wood, the marbling of stone, or the texture of nacre can vary within our strict quality specifications.

Would you like your Holzkern model with a different grain, marbling, or texture? No problem. Simply send us your model free of charge and describe how you would like it to look. More or less marbled, lighter or darker - depending on availability, we will do everything we can to ensure that you get a unique piece to your liking.

Your return package is complete with:

  • the product - unworn, in the original packaging (wooden boxes, case or bag)
  • the fully completed exchange form incl. the description of what your desired model should look like
Exchange form (FREE return shipment)

Exchange for a different product

So you can exchange your Holzkern product:

Have you changed your mind and would like to choose a different Holzkern product from our online store? There are sure to be lots of exciting things for you - just browse around and let yourself be inspired.

First send us your model back free of charge. Once we have received your product, you will receive a gift card by e-mail in the amount of your purchase, which you can redeem for a new order in our online store.

Your return package is complete with:

  • the product - unworn, in the original packaging (wooden boxes, case or bag)
  • the fully completed exchange form
Exchange form (FREE return shipment)

Return

So you can return your Holzkern product:

We are sorry that you are not satisfied with your Holzkern product. We will be happy to exchange it for another model free of charge. You also have the option of exchanging it for another product free of charge.

If you wish to return your product without replacement, you can do so up to 24 days after receiving and cancel the purchase contract. As soon as we have received your return, you will of course be refunded the purchase amount within a maximum of 14 days using the original payment method.

Your return package is complete with:

  • the product - unworn, in the original packaging (wooden boxes, case or bag)
  • the fully completed return form
  • a copy of the invoice
Return form

Is the return shipment free of charge for me?

We are happy to cover the return costs for exchanges and replacements. You can find the details in the corresponding forms. When returning one or more products, the return shipment is only free of charge for Premium Club members.

Has my return shipment arrived yet?

Of course you want to know where your Holzkern product is right now. If you have initiated the return, you should have received a tracking number from the selected shipping company. You can use this to track where the parcel is currently located on the website*.

As soon as we have received and processed your return package, you will receive a notification by e-mail. Please note that the delivery date from the tracking and the date when your parcel is registered with us in the system may differ - processing can take up to 2 weeks.

*Please note: Parcels with our free DHL returns label are forwarded from the Kiefersfelden distribution center to us in Vienna - this can take a further approx. Take 2-5 days.

When will I get my money back?

As soon as we have received your return, the purchase amount of the returned product will be refunded to you in max. 14 days in the original payment method.

What happens if my product has a defect?

That should not be the case. Our service team will of course make sure that your product is back in perfect condition as quickly as possible. Don't send your product back immediately - it may not be necessary and we can solve the problem remotely or send suitable spare parts.

Further details

If you withdraw from the contract, we are obliged to refund all payments received, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days.

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