Frequently Asked Questions (FAQ)
Order & Shipping
1. How can I place an order?
You can place your order directly via our online shop at quernatur.de . Simply select the products you want, put them in your shopping cart and follow the ordering process.
2. What payment methods do you offer?
We accept common payment methods such as credit card, PayPal, Klarna (invoice & installment purchase), Apple Pay and Google Pay.
3. How much are the shipping costs?
Shipping costs within Germany are €4.99 . Shipping is free for orders over €19 .
4. How long does shipping take?
The shipping time depends on the respective supplier, as they send the shipment directly. We aim for fast shipping, usually 2 working days .
5. Can I change or cancel my order later?
As long as your order has not yet been shipped, please feel free to contact us. We will check whether a change or cancellation is still possible.
6. Can I change my delivery address later?
If your order has not yet been shipped, we can adjust the delivery address. Please contact us as soon as possible.
7. Do you also deliver abroad?
Yes, we now deliver within the EU. If you have any questions about shipping costs or delivery times, please contact us.
Products & Materials
8. What materials are your products made of?
Our products are made from sustainable materials such as wood, cork and stainless steel. We pay attention to environmentally friendly production and long-lasting quality.
9. Are your products handmade?
Many of our products are handcrafted and are therefore unique. Small variations in color or grain are a sign of individuality and quality.
10. Are the products food safe?
Yes, our products intended for contact with food (e.g. wooden coasters) are food-safe and safe to use.
11. How do I properly care for my wooden products?
Our wooden products should be cleaned with a damp cloth and not put in the dishwasher. Occasional rubbing with cooking oil helps to keep the wood supple.
12. Are your products packaged plastic-free?
Yes, we attach great importance to sustainable packaging and use as little plastic as possible.
Return & Exchange
13. Can I return my order?
Yes, you can return your order within 14 days of receipt. The goods must be unused and in their original packaging.
14. Who bears the return costs?
The buyer is responsible for the cost of returning the goods unless the return is due to a defect or error on our part.
15. How long does the refund take?
After receiving and inspecting the return, we will refund the amount to your original payment method within 2-5 working days .
16. What do I do if a product is defective or faulty?
If a product is delivered defective or faulty, please contact us immediately with photos of the damage. We will find a suitable solution.
17. Can I exchange an item?
A direct exchange is not possible. If you would like a different product, you can return your order and place a new order.
Contact & Customer Service
18. How can I reach you?
You can contact us at any time by email at info@quernatur.de or via our contact form. We usually respond within 24 hours .
19. Is there a telephone customer service?
We do not currently offer telephone support. Just send us a message and we will help you as soon as possible.
20. Do you offer personalized products?
Yes, we offer some customizable products. If you have special requests, please contact us.
21. Can I order large quantities as a company?
Yes, we also offer individual solutions for corporate customers. Simply send us an inquiry with your ideas.