1Report a return or complaintNo customer account – you'll find your order number and email in your order confirmation.

2How it works

• 1. Fill in the formPlease provide your order number, email address and a brief description. You can add photos or a video.
• 2. We reply by emailYou’ll get confirmation straight away and usually a reply with the next steps within one working day.
• 3. Return or receiveReturn the goods as instructed or we’ll send you a replacement – and we’ll refund your money within 1–2 working days.

3Return within 30 daysCancel your purchase without giving a reason.

• You have 30 days from receipt of the parcel, to return the goods – no reason required.
• Report your return using the form above or by email to kontakt@holzkistenhaus.de. You can also Sample cancellation form (Point 8) may be used, but it’s not required.
• After you notify us, we will send you the Return address or a return label by e-mail. Please return the goods within the 30-day return period and write the order number on the parcel.

• The customer covers the direct return shipping costs. It’s best to pack the wooden crates in the original box or in film to prevent damage during transport.
• The goods must not show any signs of use beyond what is necessary for checking them (as in a shop).
• The right of return does not apply to custom-made or personalised products (e.g. with engraving).

4ComplaintGoods damaged, faulty or not as ordered.

• Has your parcel arrived damaged? Take photos of the box and the goods and please get in touch as soon as possible – ideally within 48 hours. If possible, ask the courier to record a damage report.
• You can Exchange or repair request, and if that’s not possible – Discount or refund.
• We respond to every complaint within 14 days – usually much faster.
• We cover the return shipping costs for faulty or damaged goods. Photos are often enough – you don’t need to return anything.
• You’ll find the exact terms in § 6 of the Terms and Conditions.

5Exchange

• Received a different variant than ordered or the goods are faulty? Please select in the form “Exchange” — we'll send you a replacement free of charge.
• Just want a different size or colour? Register your return and place a new order — that’s the quickest way.
• An exchange depends on product availability. If it’s no longer available, we’ll refund you.

6Cancel order

• Orders placed by 10:00 am arrive on a working day, we’ll dispatch on the same day, later ones will be sent the next working day.
• If your parcel hasn’t been dispatched yet, we will cancel the order free of charge and will refund the full amount.
• If the parcel is already on its way, you can accept it and make use of your 30-day return policy.

7Refund

• We’ll refund your money within 1–2 working days after receiving the returned goods — including the cost of the cheapest shipping option offered.
• If you cancel an order that hasn't yet been shipped, the refund will be processed within 1–2 working days after cancellation.
• The refund will be processed via the same payment method, which you used, unless otherwise agreed.
• We may withhold the refund until we have received the goods or proof of return.

8Sample cancellation formYou don’t have to use this form — the form above or a simple email is enough.