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Frequently Asked Questions
Our wonderful customer support team: Luca, Judith, Sophia, Julia, Birgit, Junita & Elisabeth
Do you have any comments, concerns, suggestions or questions? We're happy to help!
We know from experience that buying products online can be a dubious process due to uncertainty about the ordering process, or even a general lack of information about the products themselves. We want our processes to be crystal clear for new customers, so we have assembled this page comprised of frequently asked questions from previous customers in order to help alleviate doubts about the process and to provide you with a sense of certainty when shopping with us.
If you have already received your watch, you can find brief instructions below which explain how to commission your new timepiece. Additionally, our slideshow will provide you with additional information about how to adjust your watch strap. We hope you enjoy your piece of nature!
If you would like to receive further information about our products, their delivery, or feel that your questions could not be answered in advance by our FAQs, please feel free to e-mail us at firstname.lastname@example.org and our customer support team will answer all of your questions as soon as possible :)
PAYMENT, ORDER, SHIPPING
What is the advantage of making a customer account?
Click this link to creat a customer account. After creating an account with us you will have an overview of all your past orders as well as the status of your current order, and you won't need to enter your personal information again for subsequent purchases.
What payment options are available?
Our products can be purchased via wire transfer, Paypal, or credit card.
I haven’t received an order confirmation yet. What's going on?
Once you have completed an order in the online shop, you will receive an order confirmation via e-mail within one hour.
If you haven't received this e-mail within an hour, it could be due to one of the following reasons:
- You might have entered the wrong e-mail address
- The confirmation e-mail was flagged as spam and it's waiting for you in your spam folder
- The order wasn't completed successfully. Please check your customer account to see if the order was actually entered into our system. If it hasn't, please submit the order again.
How does shipment work?
Shipment is free of charge for all of our customers. After placing your order you will receive an order confirmation e-mail and your order will be prepared for dispatch within the following 24 hours (except for orders placed during the weekend). Once your order has been prepared for dispatch and handed over to our carrier we'll send you a shipping confirmation email with a tracking number. Our products are delivered within 7 days following payment processing by UPS or DHL (exception: pre-orders, when we don ́t have your product in stock).
Can I change my order afterwards?
We've set things up so that your order will be processed and shipped within a very brief window of time. In this way we can guarantee fast delivery times, but are unable to make any retrospective changes once your order has been completed.
APPEARANCE, MATERIAL, FUNCTION
How do I find a watch in the correct size?
We've made an effort to offer a large variety of watch models in various sizes to ensure no wrist is left behind. The wooden watch bands can be easily adjusted using the spare links provided with your watch. Be sure to keep the remaining parts so you can swap out the links if you damage any on your watch. Our leather watch straps come in standard sizes for men and women. If you want to know the exact dimensions of our watches, please go to our online shop and check this information on the individual product pages under the heading "specifications".
Why does my watch look different than the one I saw in the online shop?
One might look similiar standing next to another, but you can be certain that every tree and every stone is unique, and because we use these natural materials in our products, it's only natural that all of our products are unique. The textures and color of products made using natural materials can be very distinct from one model to the next, making it truly your very own piece of nature :)
How does my watch perform in daily life? How does it feel on the wrist?
The first thing you'll notice when you try on a wood watch is that wood is considerably lighter than steel. The light-weight properties and the particular haptic of wood ensure a pleasant experience for your wrist, especially during hotter months in the year. Generally speaking, the watches don ́t require any additional maintenance; however, because wood is an organic material which can be damaged with excessive force, we urge the wearer to handle the watches appropriately.
Is my wood watch waterproof?
A few splashes of water from washing the dishes shouldn't be a problem for our watches. However, we advise that you prevent your wood watch from coming into contact with water in general. Please take off your watch when you take a shower, a bath, wash your hands, go swimming, wash your car, wash your dog, run through a sprinkler, engage in a water-balloon fight, etc.
I just received my awesome Holzkern watch, how do I start it up?
The watches are shipped with the crown pulled out in order to extend battery life. Before pushing the crown in you can adjust the time by turning the crown, then gently push the crown back in and watch your watch come to life :)
I have a chronographic watch, how does the chronograph work?
Our chronographic models feature an integrated stopwatch function. To use the stopwatch function, press the upper button to start it, press the upper button once more to stop it, and then press the bottom button to reset it. Click here or on the icon to the left to read more detailed instructions about your chronographic watch.
I just got an automatic watch, how do I set it up?
Automatic watches are able to operate without a battery because its mainspring is wound automatically through motion during regular use. Once fully wound, our automatic watches should operate for 30-40 hours. In the event you don’t wear your automatic watch for a day, it's possible that you'll have to manually wind the watch and re-adjust the time. To fully wind your automatic watch simply pull the crown out and turn it clockwise up to 40 times or until you feel a slight resistance. Your automatic watch should now be ticking away and continue to do so for up to 40 hours or as long as you continue to wear it. Click here or on the icon to the left to read more detailed instructions.
I've got a watch band with screws in it, how can I adjust it to the correct size?
How can I adjust a band with pins to the correct size?
How can I adjust a band with spring pins to the correct size?
Do Holzkern products contain Nickel?
No, all the metal components in our products are made of nickel-free stainless steel.
RETURNS, REPLACEMENT, WITHDRAWAL
What should I do if I received a faulty product?
All of our watches are hand-made and checked to meet high quality standards, so mistakes seldom occur and we are proud of that.
If you've received a faulty watch, please write us an email to email@example.com. Please include the following details in your message:
- a picture and description of the defect
- your invoice number
We will do our best to find a quick and satisfactory solution for you :)
Is it possible to return my Holzkern watch?
If your watch is still new and has not yet been worn, you have the right to return your watch within 24 days and receive a full refund. If you wish to do, so please fill in the withdrawal form and send your watch to following address: Absberggasse 27/7/14, 1100 Vienna, Austria. Please keep in mind that you will bear the cost for return shipment in this case.
Please enclose the withdrawal form in the package to ensure speedy processing.
We're always interested in improving our performance and your feedback helps, so if you'd like to let us know how we're doing please write at firstname.lastname@example.org. :)
Is it possible to exchange my Holzkern watch for another model?
An exchange is possible if your watch is still new and has not yet been worn and you haven't missed the return deadline (24 days after receiving the watch). You can cancel your contract using the withdrawal form (see above “Is it possible to return my Holzkern-watch?”). Please place your new order in our online shop because we have to issue a new invoice.
As soon as we have received your watch, we will refund you the amount of your previous purchase :)