FAQs - Frequently Asked Questions

FAQs - Frequently Asked Questions | you have questions We're happy to help!

Questions about ordering & shipping

Can I also order by phone/e-mail?

We would also be happy to advise you on the phone on +49 (0)40 23832723 or by email from info(at)holzflitzer.de and can place an order directly by phone. Depending on your wishes, you can complete the purchase later online or transfer it to us in advance.

How do I change or cancel my order?

If you want to change or cancel your order, it is best to send us a signal by email to info(at)holzflitzer.de as soon as possible so that no unnecessary shipping costs are incurred. Maybe we still have the opportunity to fish your package out of the pit lane and to consider your change request.

Unfortunately, the item I want is sold out - what now?

It is quite normal for such beautiful products to be sold out from time to time. However, we receive corresponding subsequent deliveries several times a year - just ask us by e-mail to info(at)holzflitzer.de when a product will be available again.

How soon will I receive my delivery?

After receipt of payment for your order, the items will be shipped Monday-Friday within 48 hours after ordering with DHL, so that your delivery will be delivered within Germany in 2-5 days to the address you have given. Within Europe, delivery takes between 3-20 days depending on the delivery destination and the time of year.

When it has to be fast: you need a last minute gift for a birthday? Please give us a quick signal via Instagram, email or phone so that we can prioritize your shipment - we're happy to do an extra lap!

During Christmas time: After receipt of payment for your order, the items will be shipped within 24 hours after ordering with DHL. Depending on the current status at DHL, your delivery will be delivered within 2-10 days to the address you have given.

What are the shipping costs?

Within Germany, we always ship climate-neutrally with DHL - from a minimum order value (after returns) of EUR 50.00 even free shipping. If the minimum order value is not reached after (partial) goods returns, we charge a flat-rate shipping fee of EUR 5,99. For uncollected or undelivered packages that are returned to us, we charge a shipping fee of EUR 5.99. Different flat rates apply for shipping abroad, which you here finds.

An important note for shipments to non-EU countries (e.g. Switzerland, Norway, USA...) we would like to give you the following: For shipments to non-EU countries, additional customs and import fees may apply, regardless of the shipping costs we as Holzflitzer.de unfortunately have no influence. These are charged by the respective transport company and may vary depending on the recipient country. So our shipping costs/free shipping does not apply to these fees.

Can I also pick up the product from you?

We are very sorry, but unfortunately it is not possible to collect a product. We two fathers from Holzflitzer dream of having our own shop in Hamburg, but we are currently only "online". In order to leave a footprint locally, we have entrusted our entire shipping logistics to the Hamburg Elbe Werkstätten - Germany's largest workshop for people with disabilities. We are working on offering local pickup in the future, however it is not possible at this time.

Questions about payment

Can I order on account?

Yes - we offer purchase on account in cooperation with the payment service provider KLARNA. You can easily select this option in the payment step of the online order. After you have placed your order, you will receive an order confirmation from us by e-mail as well as a separate payment request from KLARNA. Please note: the invoice amount must be transferred to KLARNA and Not and us.

I have received a reminder from Klarna - what now?

If you have received a reminder from KLARNA, there will have been a problem paying the outstanding invoice amount, which can have several reasons.

1. You did not receive or overlooked the payment request from KLARNA. In this case, please transfer the outstanding invoice amount to KLARNA as soon as possible. If you can no longer find the payment request, please inform us, stating your order number, so that we can trigger it again in the system.

2. You made the wrong transfer to us, PETROLDADS GmbH. In this case, please transfer the open invoice amount to KLARNA as soon as possible and inform us, stating the order number and the transfer details, so that we can transfer the transfer amount back to you as soon as possible after checking it.

3. You have already complied with the payment request to KLARNA, but there was a transposed number during the transfer. It's annoying, but unfortunately it happens from time to time. Please transfer the amount to KLARNA as soon as possible and contact your bank provider about the incorrect transfer.

Questions about Returns & Refunds

I want to return a product - how does that work?

If you do not like one of our items, please send the product back to us in the original packaging - in this case you will bear the shipping costs. Returns address:

ELBE Werkstätten GmbH
Fulfillment PETROLDADS
Meiendorfer Mühlenweg 119
22159 Hamburg (Germany)

As soon as we have received the package and the goods are undamaged, we will refund the purchase price. You can find more information in the cancellation policy.

Questions about complaints

A product is defective - what do I have to do?

If an item is damaged, please send us a photo and a description of the defect in advance info(at)holzflitzer.de , so that we can make an assessment. Many of our products have been made from wood by hand with a lot of dedication - especially when working with wood, before, during and after this process there can always be a defect or a defect that may even be tolerable. However, if the defect is unacceptable, we will send you a DHL return label and replace the product if it is still available. If the latter is not the case, we will discuss the joint procedure and, if necessary, of course, refund the purchase price.

coupons

How do I redeem a voucher?

You can conveniently redeem your gift voucher in the payment step of your online order. Simply enter the individual code from your gift voucher in the field provided. Danger: the code is like a means of payment: anyone who knows the code can use it to pay! Therefore, under no circumstances share pictures of the voucher with a visible code on social media.

Where do I enter the voucher code?

In the payment process of our online shop there is a field intended for vouchers: enter your individual voucher code here as written on the voucher. If everything goes well, you should be able to see how the outstanding amount is reduced by your voucher value. A payout of open voucher amounts or the total value of the voucher is not possible.

How long is my voucher valid?

Vouchers from Holzflitzer.de are valid indefinitely. awesome, right?

FAQs - Frequently Asked Questions