FAQ
You have a question, want a consultation or have a problem with your model?
No worries! We are here to help you. :)
On this page you can find our FAQ, our Chatbot as well as our Service form.
Your Delivery status can be checked here.
Frequently asked questions
When will my order arrive?
Our team makes every effort to ensure that your piece of nature arrives as quickly as possible. Models that are in stock will usually be given to our shipping partners within one workday once you have ordered.
The delivery time of our models can always be found on the respective product page and also in your order confirmation. With models that are in stock, you can be sure that delivery will happen within a few workdays. In case your model isn’t in stock due to high demand, you can pre-order it and we’ll send your model within the stated delivery time.
Incidentally: A Gift Card purchased on our website will be sent to you within a couple of hours via email. It’s a nice and original gift solution when you need it quickly! :)
In case your order contains several products with various delivery times, you can choose from the following options during the order process:
All shipping costs are covered by us regardless of which option you select.
You can check on the status of your order in your customer account or as a guest.
Additionally, you’ll receive a confirmation via email with all necessary information, as well as a link to track your model up until delivery, as soon as your items have been sent. Every package from us is fully insured during shipping.
What is the status of my returned goods?
If you have initiated the return shipment and dropped off your package, you should have received a tracking number from your chosen shipping company. You can use this to track where the package is on the website.*
When we receive your return package, we will notify you by email as soon as we start processing it. Please note that the delivery date of your tracking number and the date when your parcel is entered into our system may differ - the overall processing may take up to 2 weeks.
* Returns from Germany that are sent with the shipping service provider DHL are forwarded to us in Vienna via the DHL distribution center in Kiefersfelden. The address of our headquarters in Vienna is already correctly stored in the barcode, even if it is not apparent as the address itself. In the tracking, the delivery is shown as Kiefersfelden and therefore arrives up to 5 days later in Vienna.
Can you give my model a custom engraving?
All of our models are already incredibly unique thanks to their handcrafted production and the use of natural materials.
In case you want to add a personal touch with a custom engraving, we recommend that you seek the professional services of a watch maker or jeweller. We currently don’t offer this service in-house.
To add an engraving to our watches or Bandlets, we recommend using the clasp of the linked bracelets. Because the designs of our jewellery pieces are so diverse, we recommend a personal consultation in the workshop of your choice. We are currently working on new jewellery collections that have more space for custom engravings.
We don’t recommend engraving our sunglasses because the construction of the frame could become compromised. Due to the natural materials used, they are already entirely unique!
Do you have physical stores?
Yes. We have multiple Holzkern stores where you can view and try on our products, as well as receive great advice from our Store Team. Our stores can be found in Berlin, Munich, Vienna, Freiburg, Salzburg, Innsbruck, Cologne, Frankfurt and Donaueschingen.
On top of that, we have multiple retail partners in Germany, Austria, Holland, France, Belgium, Luxembourg, Italy, Spain, Portugal, Switzerland and more - click here for a full overview.
Our Store Team look forward to meeting you on location and will be happy to help out. :)
To be sure that the model you’re interested in is in stock, we recommend contacting the respective store beforehand.
Naturally, you can also order several of our models in our Online Shop to view them first-hand and, in the case there are some you don’t want to keep, you can return them within the 24-day refund period.
Why does my model look different to the product photos online?
The special thing about our products is that we work with natural materials. Just like every tree or stone, all of our models are genuinely unique thanks to the grain, colour and structure of the materials. What you receive is a truly one-of-a-kind piece - indeed, your own personal piece of nature. :)
That’s why we always make an effort to incorporate different lighting situations and a variety of models in our images, so that you can receive the most realistic impression possible of how your model may look.
Are the materials you use also suitable for people with allergies?
The metal elements of our watches, Bandlets and sunglasses are composed of 316L stainless steel, which is further refined with an ion plating and is practically free of nickel.
As such, our products are normally fully compatible for people with allergies. :)
With our jewellery collections, the 316L stainless steel is further refined with an ion plating or with 24k real gold or platinum. The exact description of the materials used can be found directly within the respective product specifications. That means that you need not worry about allergies because all of these materials are practically free of nickel.
Because we strive for the sustainable use of resources and environmental protection, the wooden elements that we incorporate in our products are obtained from FSC-certified timbers or from offcuts from the furniture industry. All wooden elements that come into contact with the skin are sealed with a natural, water-based varnish. Because this contains no chemical additives, compatibility with the skin can be considered assured.
Are Holzkern products waterproof?
Our team is constantly working on amazing and innovative products, that’s why we’re regularly expanding our selection with waterproof products like these:
These products can be worn while swimming, showering and bathing.
Because we work a lot with natural materials like wood, our other models generally aren’t waterproof - this also applies to our sunglasses.
Wood can become altered if there is too much contact with moisture, water or alcohol (perfume). We therefore recommend that you remove your piece of nature before showering/swimming/bathing in order to enjoy it for the longest possible time.
Spray water and perspiration don’t present a problem and, during normal daily use, you need not worry at all. :)
My model has a different logo - what does this mean for me?
Holzkern has grown and developed a lot in the past years. It all started with wooden watches - and in the meantime, we’ve also made use of natural materials from the world that surrounds us, while our product range has expanded enormously. To bring natural diversity even more to the forefront, which is what makes Holzkern so unique, we’ve created a new logo design.
The delicate shape allows for different interpretations, which are reflected in nature and the materials we use. The modern design stands for one thing above all: uniqueness!
As far as our products go, the exchange of logos will be done step by step. So your desired unique piece will either have the Holzkern lettering, the original tree rings logo or the new logo. Ultimately, the most important thing is that your Holzkern model reaches you in the highest quality as always and that you enjoy it for a long time.
Watches
How does a quartz watch work?
When you take your watch out of the box, the crown is usually set with a small plastic spacer. This is to prevent the battery from being used before the watch arrives, especially in the case of quartz movements. In order for the watch to start running, please remove the stopper, turn the dial to the desired time and then carefully push the crown into the case. Your personal piece of nature is ready for use.
How does a solar watch work?
If you’ve decided on a watch with solar movement, starting it up works a little differently. In this case, there is an inbuilt battery that is recharged via the energy of the sun or a light source.
In order to charge your solar watch, remove the protective foil from the glass and charge it for a minimum of 5 hours in direct sunlight. Particularly in months with less sunshine, the watch should be charged under a lamp (at a distance of 20cm) for 60 hours (30W lightbulb/6W LED/Lumen 375) because the sunlight is slightly too weak to recharge the battery.
Please note that your solar watch shouldn’t be exposed to excessive heat (e.g. the blazing midday sun) in order to avoid damage. As soon as your model is recharged, the battery will last for at least 4 months without the need to recharge your watch again. When the seconds hand begins to tick in 2-second intervals, it’s a sign that your timepiece needs light again and should be recharged.
In case your model has a variety of functions, like e.g. a date display, a dual time display or a chronograph, get to know these functions in advance in order to maximize the full potential of your watch.
How does an automatic watch work?
Your automatic watch works somewhat differently to a watch with Quartz movement. Because you’ve chosen a watch with mechanical movement, there is in this case no inbuilt battery and you’ll have to first give your model a little help to get it up and running.
Before you wind it up, make sure that the crown is in the normal position, which means fully pressed against the case. In order to get your watch operating, turn the crown 40 times in a clockwise direction and your watch will run for approximately 42 hours. If you wear your watch within this time, the running time is extended because the clockwork will be automatically wound up via the motion of your body.
In case your model has a variety of functions, like e.g. a date display or a dual time display, get to know these functions in advance in order to maximise the full potential of your watch.
How do I get my watch running?
In order to get your watch up and running, remove all protective foils first. With a Quartz movement, you can directly set the time by turning the crown, which is the small calibration wheel on the side of the case. As soon as you’ve set it to the correct time, push the crown gently against the case and your watch will begin operation.
If you have an automatic or solar watch, you’ll have to first wind it up or charge the battery.
How do I adjust my watch to the perfect size?
With so many different designs, there’s definitely the perfect model for every wrist size. Our watches with linked bracelets can be easily adjusted to any preferred length.
Additional bracelet links and the necessary tools are enclosed free of charge so that you can immediately adjust your model to your individual wrist size and wear it.
The leather watch straps and vegan alternative straps in our product range come in industry-standard sizes. For particularly short or long watch straps, you’re sure to find what you need at your trusted specialised watch or jewellery dealer.
How do I care for my watches and how do they behave in everyday life?
You will hardly find watches or Bandlets that are as comfortable to wear as ours. The wood is characterized by its lightness and special feel, which makes your model very comfortable on the wrist.
We use selected hardwoods for our products, which are carefully checked beforehand and give our customers a lot of pleasure for a long time. Please note, however, that wood does not have the same resistance as metal, for example, and may show changes when subjected to external forces.
As with other pieces of jewellery that you want to enjoy for a long time, you should handle our models with care and take them off, for example, for manual work, sports or before going to bed.
Our models do not require any additional or special care, because wood becomes even more beautiful and smoother with time. However, if you still want to moisturize your natural piece, the wooden elements will appreciate a little wood oil or wood balm to make them shine again. The best product for this is our special care balm, which you can find in our accessories shop.
Clean your model first and then rub in some of the chosen product with a clean cotton cloth in gentle motions. Let it soak in for a few minutes and then remove the excess product with a dry corner of the cotton cloth. Your model will be as good as new! :)
What is delivered in the package contents?
Every single Holzkern product is delivered in a high-quality solid wooden box in which your piece of nature can be safely stored. The wooden box is lined with cork, which optimally protects your model during transport or storage.
The cork that comes with our watches and Bandlets is reversible and inscribed on both sides respectively with the sentence in German - “So einzigartig wie du”, as well as English - “As unique as you”.
For all models with linked bracelets, we additionally send the matching extension links including tools free of charge. In this way, you can individually adjust your personal piece of nature and immediately start wearing it. :)
Functions
Functions What is a 24-hour display?
You may have chosen a unique model that has a 24-hour display. This is there to distinguish morning and afternoon (AM and PM). If this display does not correspond to the time of day, simply pull out the crown as if you were setting the time. (If you also have a date display in your piece of nature, you may have to reset the date).
What is a chronograph?
A chronograph is nothing more than a stopwatch with which you can measure a certain period of time. These watches have a button above and below the crown where you can start and stop the time.
The upper button is used to start and stop the time, and the lower button is used to reset the time. If the hand is not exactly at zero, or you want to start from a different position, you can set the seconds hand manually. To do this, pull the crown out of the case once or twice until the time stops completely. Then you can adjust the hand with the upper button.
How do I set the date?
To set the date on your watch, pull the crown out by one click. Then you can set the correct date by turning the crown (setting wheel) counterclockwise.
Please be careful not to set the date between 9 p.m. and 1 a.m., otherwise the date may not change correctly the next day.
If you have installed a chronograph in addition to the date display, you can also set the date with the crown pulled out once, but you have to turn it clockwise.
What is Dual Time?
With the Dual Time function, you can set a second time in addition to the normal time. This can be very practical for business trips, for example, when you change time zones. Of course, any desired time can be set.
To set the time, simply press the two buttons on the side of the case, then the clock can be corrected +/- 15 minutes.
What is the Easy-Switch Interchangeable Bezel-System?
This system has a variable case bezel that can be removed. To ensure that the removable bezel holds securely, turn it clockwise like a screw and apply slight pressure downwards on the case until the bezel locks into place.
Please note that it does not work like a bottle cap! You can't put it in a position where you cannot turn it any further - that would damage the thread and the glass. However, there is of course a position in which it is tight enough not to come loose on its own. You simply have to find the position where it feels secured in place.
Jewelry
How do I care for my pieces of jewellery?
Your necklaces, bracelets, earrings and rings don’t need any special maintenance. If you like, you can wipe them with a damp cloth from time to time so that they stay nice and shiny.
Because our models made with untreated wood* are not waterproof, the wooden elements can be given some care every now and then. For this, we recommend using our special care balm. You can also use beeswax or natural wood oils if you like. :)
*For some of our collections, we use so-called HydroDef technology, in which the wooden elements are additionally covered by a clear layer of synthetic resin. This makes them waterproof, just like our models with stone and nacre elements.
It’s always best to take a look at the product description in the specifications for your model. There, you can find information on which materials were used and whether they are water-resistant.
What is included in the scope of delivery?
Our jewellery is delivered in a small wooden box, fixed on a piece of cork. This way, your model is not only optimally protected during transport, unpacking is also a special experience. The wooden box with a magnetic metal clasp not only looks great, it’s also perfect as a travel companion or for storing your unique pieces.
Due to their size, some models from our men's collections are packed in the same boxes as you may already know from our Bandlets.
How can I find my perfect ring size?
Our rings are available in a range of different sizes. If you don’t know your perfect size, we have instructions on how to measure your ring size.
Alternatively, you can try on different sizes in one of our stores, or order several different models to try on from our Online Shop.
What are the dimensions of the necklaces and bracelets?
We use industry standard lengths for our jewellery range. The exact dimensions and lengths of the various collections can be found on the respective product page under specifications.
With our jewellery extender, you can lengthen your bracelets and necklaces from our women’s jewellery collections by up to 4cm. This allows you to wear your necklaces at different lengths depending on the occasion, or you can wear several necklaces to create your own personal layered look.
What materials is the jewelry made from?
We use high-quality ion plating methods on the stainless steel in our products. We can guarantee that it meets all the requirements of everyday life.
For our women’s jewelry, we use a different technique. For a particularly elegant look, we refine the 316L stainless steel with genuine 24k gold, rose gold or platinum plating.
For our men’s collections, we use 316L stainless steel. In the process of ion plating, higher grade metal layers (e.g. cobalt) are applied, which results in different colorings. This is the same technique as you already know from our watches and Bandlets. This also means that all of your models will fit together harmoniously, regardless of whether you combine watches, Bandlets or individual pieces of jewelry.
Small hint: On our jewelry page you can search for specific materials, colors and styles.
Bandlets
How can I adjust the Bandlet to the perfect size?
All of our Bandlets can be individually adjusted to easily suit the desired length. The replacement links and necessary tools are enclosed free of charge so that you can immediately start wearing your piece of nature. Regardless of which of our countless designs you choose, your selected model is guaranteed to fit.
How do I optimally care for my Bandlet?
In principle, our models don’t require any special kind of care because the wood and marble will only become shinier and smoother over time.
Occasionally, the wooden elements will appreciate a little care in order to get them shining again. For this, the best solution is our special care balm that can be found in our Accessories Shop.
Beeswax or natural wood oils are also totally fine for use. :)
What is delivered in the package contents?
Every single Holzkern product is delivered in a high-quality solid wooden box in which your piece of nature can be safely stored. The wooden box is lined with cork, which optimally protects your model during transport or storage.
The cork that comes with our watches and Bandlets is reversible and inscribed on both sides respectively with the sentence in German - “So einzigartig wie du”, as well as English - “As unique as you”.
For all models with linked bracelets, we additionally send the matching extension links including tools free of charge. In this way, you can individually adjust your personal piece of nature and immediately start wearing it. :)
Sunglasses
Can your sunglasses be ordered with prescription glasses?
We manufacture our glasses exclusively without prescription. Of course, you can have your optical lenses fitted into our frames to match your prescription. The best thing to do is to go to a specialty store and ask the optician you trust for advice. :)
Due to the high protection factor of UV 400 and the anti-glare category CAT3, which all our sunglasses have, they are also suitable for contact lens wearers and sensitive eyes. The choice of different colours, gradient lenses and our polarized model offers additional comfort.
What are the lenses made of?
Our sunglasses are made exclusively with hardened TAC lenses. TAC, which stands for "Tri Acetate Cellulose", is an extremely light, robust material that is particularly popular in the sunglasses industry for lenses and also frames. It is obtained in a complex process from natural fibers such as cotton. The TAC lenses are composed of several layers to ensure optimal protection for your eyes and at the same time increase wearing comfort:
The lens colours grey, brown and green are flattering for every type and offer a particularly high glare protection due to the tinting. The tint of our lenses is classified as CAT3 - which means that the glare protection (0-4) allows you to wear the glasses on a bright summer day, a walk on the beach, but also on the slopes.
In addition to these lens features, we have also made models that, with a colour gradient, are special eye-catchers. You can also find mirrored glasses to be perfectly equipped for sunny adventures.
What is included in my order?
Our Holzkern sunglasses are delivered including a microfiber cleaning cloth in a microfiber-lined kraft paper case. To protect your glasses optimally, we recommend storing and transporting them exclusively in the case. This way your accessory is protected from scratches and other damages and is always at hand.
How do I clean my sunglasses?
To enjoy your model for a long time, it should always be stored in a suitable case. Nevertheless, after a while, fingerprints and dirt will inevitably accumulate on the lenses. To remove them, we recommend a suitable eyeglass cleaner to protect the lens surface. For quick cleaning on the go, it is enough to gently clean your lenses with our microfiber cleaning cloth.
In case of more stubborn dirt or dust residues, you can dampen one corner of your cleaning cloth and clean your lenses with it.
However, please avoid direct contact with water, as this can change the condition of the wood.
How do I find sunglasses with the right fit for my face?
As usual, we produce in small series to offer a wide variety. Therefore we have again deliberately manufactured some designs as single pieces while other models are available in several colour variants.
All details and dimensions are listed in the specifications. Here you will also see recommendations to find the best model to emphasize your face shape.
The frames of our sunglasses are made of different materials to ensure that there is a model for every taste!
Make a statement with our acetate frames in different colours! The material makes them particularly stable and robust to be a faithful companion in everyday life.
Our models with metal frames have adjustable nose pads for the highest possible wearing comfort. Please consult a trained professional for the adjustment.
Our models with wood and metal frames are particularly versatile and a perfect combination for an extravagant look.
No matter which material - there will be a unique piece that flatters your face. Under the specifications you will find recommendations for which face shape the model is particularly suitable for.
Are the sunglasses water resistant?
All our designs are splash water resistant.
Due to the wooden elements in all our designs, increased water contact should be avoided, as wood is a natural material that can change with extensive contact with liquids.
To enjoy your sunglasses for a long time we recommend to take them off before going swimming - this way they also cannot get lost! ;)
What amount of protection do your sunglasses offer?
Our sunglasses are made of TAC lenses that provide excellent sun protection for many everyday activities. With UV protection 400, the lenses protect against UV-B and UV-A rays, which allows you to wear the glasses both on the beach and on the slopes.
The anti-glare category indicates the degree of tinting, which is related to the incidence of light. 0 indicates the highest light incidence and 4 the lowest light incidence. The given protection is to be understood exactly the other way around: 0 means the least protection and 4 the maximum protection. Fulfilling the so-called CAT3 (i.e. glare protection category 3) our glasses offer excellent protection even for sensitive eyes without being too dark.
Additional protection is provided by the different colours in which our models are available: Grey, brown and green lenses are considered particularly comfortable to wear and are recommended by many experts. :)
Uniqases
How long are the straps? Are they removable?
Our handbags are designed in such a way that the strap of your Uniqase can easily be removed and replaced by means of a trigger hook. This means that you have countless ways of carrying your own unique piece.
In addition, the leather straps are adjustable in length and can be combined with all kinds of different styles. From messenger bag to shoulder bag, your companion can adapt to all of your individual requirements.
The vegan alternative made of metal is available in a fixed length and has a classic, elegant design for a timeless look.
As always, the exact lengths and dimensions of the different straps and models can be found directly under the product pictures in the specifications.
Are the handbags waterproof?
Our models are made from natural materials, and we have sealed every design with a special coating that protects your bag from moisture and keeps it beautiful for a long time. This means that your own unique handbag is prepared for every type of weather and occasion.
Like many fashionable companions, your bag is not 100% waterproof, and the contents could get wet due to heavy rain or if you accidentally drop it into water. However, unless you’re going to be walking through heavy rain regularly, you don’t need to worry: Every model is splash-resistant and can of course be worn in everyday life without worries.
When you’re not wearing your Uniqase, we recommend storing it in the cotton bag included with delivery. This way it is optimally protected and will bring joy for a very long time.
What is included in the delivery?
Each Holzkern Uniqase is delivered in a cardboard case. Inside, your piece of nature can be found safely kept in a high-quality cotton bag that provides extra protection.
You can find out which straps are included with your model in the specifications under the product photos.
Which materials are used? How do I care for them?
Our bags made from wood and stone are truly unique. Because they are made from natural materials, they not only impress with their design, but also meet all the requirements for everyday use. The inside of each bag is lined with Washpapa (a vegan leather alternative) or leather, and can be securely closed with a magnetic clasp.
The straps are made of metal or leather and can be removed on both sides or swapped in order to create a new look.
When you’re not wearing your Uniqase, we recommend storing it in the cotton bag included with delivery. This way it is optimally protected and will bring joy for a very long time.
If you want to clean or care for your unique handbag, we recommend using a dry cotton cloth and gently rubbing it over the affected area. For more stubborn dirt, you can use a damp cloth.
Wood is a natural material that can change over time. This means that you will always have a unique companion with character, and with the help of a little wood oil or wood balm it will always look nice and shiny.
What dimensions does the Uniqase have?
Produced in small series, we have something for every occasion: Our Uniqase designs have enough space for your essentials and can be worn as a cross-body bag, on your shoulder, or held in your hand.
The inside of each bag is lined with Washpapa (a vegan leather alternative) and protects the contents in a large compartment.
You can find the materials, dimensions and lengths of the different designs on the respective product page in the specifications.
How do I open my Uniqase?
Each of our models has a magnetic clasp which closes the bag securely. The magnets are particularly strong and durable, which means you can safely carry all your favorite items with you. To open the clutch, gently push upwards from the side - it’s that easy!
Shipping & Delivery
How much are the shipping costs?
We ship our products worldwide - shipping is free of charge for you. :)
Our team is very fast, which is why the delivery time for products in stock* is usually only a few working days.
After placing your order, you will receive a confirmation email and, once your order has been shipped, a shipping confirmation, as well as another email with the tracking number that you can use to track your package online. To ensure that your order is delivered quickly and safely to your home, our products are shipped by different shipping providers, depending on where you live. With some shipping providers (DHL and the Austrian Post), shipping is already climate-neutral without any additional costs for you.
*For products that are not in stock, you will find the delivery period on the respective product page or in the order confirmation. If you want to order several models with different delivery times, you can select a free partial shipment in the order process.
How long does the shipping take?
The delivery time of our models can be found on the right side of each product listing and product photos. For models in stock, you can expect a few working days until your model is delivered. If your model is not in stock due to high demand, you can place an advance order and we will send your model to you according to the stated delivery time.
If your order contains several products with different delivery times, you can choose between the following options during the ordering process:
The shipping costs are covered by us, regardless of which option is chosen.
By the way: our gift cards will reach you via email within a few hours after purchase. They are an original gift idea when you need a quick gift! :)
You will also receive an email confirmation with all information and a link to track your model until delivery. Every package from us is insured and, with some shipping companies, CO2-neutral.
Can I have my order delivered to a packing station or P.O. Box?
We are happy to send orders to Germany to DHL packing stations.
Please be sure to enter the following data as the delivery address when placing your order:
Because we ship our international shipments with UPS, it is unfortunately not possible for us to ship to APO, FPO or P.O. boxes.
Do you offer express shipping?
You can check the estimated delivery time for each model before you place your order. Because our shipping team works very fast and will process your order within a few working days, we do not currently offer express shipping.
As soon as your order is on its way, we will notify you about the shipment. :)
Why is my model not available immediately?
It is our greatest goal to be able to offer our customers the widest possible variety. That's why all models are only produced in small series and are therefore out of stock from time to time.
In order to be sure to receive your model in the next production run and be on the waiting list, it is necessary to place an order. When you place your order, the amount will be deducted immediately, depending on the selected payment method.
As soon as your ordered model is back in stock, we will of course send it to you immediately. We want to keep your waiting time as brief as possible and will also send you the shipment tracking via email after dispatch so that you can track your model until delivery.
Customer account
Why should you sign up for a free customer account?
There are many advantages to creating a customer account. You can save several addresses and thereby finalise your orders quicker. Additionally, you have the possibility to view all your orders and receipts at any time and can create a list of all your favourite models.
By registering, you automatically become a member of our Holzkern Premium Club and have the chance to receive one-off special offers. With every purchase, you collect premium points, or so-called Tree Ring points. These can be redeemed for unique premium products, amazing discounts and exclusive services.
We look forward to welcoming you as a member!
PS: No worries, membership is 100% free of charge. ;)
What is the Premium Club?
We’ve created the Premium Club in order to thank our loyal customers. With every order you place, you collect Tree Ring points that can then be redeemed for extra special promotions. :)
How can I collect and redeem Tree Ring points?
For every order, you’ll receive 10 Tree Ring points for every €1 of your purchase as soon as your order has been shipped by us.
Your collected Tree Ring points can be redeemed directly via your customer account for the following special promotions:
What happens to my Tree Ring points if I return or exchange my order?
In case you return your order, or part of it, the respective Tree Ring points will be retrospectively subtracted from your account. In the case of an exchange or a new order, you’ll have the Tree Ring points credited to your account as usual once your items have been shipped.
Can I add my Tree Ring points from previous orders or store purchases to my customer account?
All orders made under the same email address are automatically taken into account when creating a customer account, and the Tree Ring points are credited.
If you have several accounts, simply contact us via the Service Form and we will be happy to transfer your Tree Ring points to the desired customer account.
If you bought your jewellery in one of our shops, simply send us the following information via the Service Form so that we can credit the Tree Ring points to your customer account:
Returns
How can I return a model/my order?
Of course you can return your model and we will refund the money if, contrary to expectations, you don't quite like it. :)
Please make sure that the model is still unworn and that the return period of 24 days from receipt is adhered to.
Please send the goods together with the completed cancellation form to our address: Holzkern - Time for Nature GmbH, Autokaderstraße 33/11.3, 1210 Vienna, AUSTRIA.
Offer: Free return shipment
As soon as we have received your returned goods, the amount will be credited back to the original payment method within a maximum of 5 working days. If you ordered on account, Klarna as the payment provider will be informed about your credit.
You may find another model in our Online Shop that suits you better - with over 800 designs, there is usually something for everyone.
Since we want to continue to improve our products, we are always happy to receive feedback from you. :)
Important: Please note that jewellery purchased in our stores can only be returned directly to the store.
Where can I find a prepaid return label?
For our Premium Club members, we are happy to cover the return costs and provide a prepaid return label. You’re not yet a Premium Club member? You can register now for free and enjoy loads of advantages.
You will find the prepaid return label under "Redeem" > 'Services' for you to print out yourself. When creating the label, please enter your sending address and your order number as a reference. Returns from Germany will also be routed via the DHL distribution centre in Kiefersfelden - but don't let that confuse you, the shipping destination is still Vienna, Austria, of course, and your package will arrive safely with us. :)
Find out more information about returns.
How do I know if my model has arrived and is being processed?
If you have initiated a return, you should have received a tracking number from your chosen shipping company. You can use this to track where the package is on the website.*
Once your return package has arrived and been processed, you will receive an email notification.
*Returns from Germany sent by DHL will be forwarded from Kiefersfelden to us in Vienna - this can take up to two weeks.
How do I prepare my package for return?
In order for us to process your package as quickly as possible, please include a copy of the invoice and a note stating the reason for the return in the package.
In case of a cancellation, please also enclose the cancellation form.
To ensure that your returned models are protected in the best possible way during transport, please be sure to return them in their original packaging - that means, depending on the product, in the wooden box, the kraft paper case or the additional packaging box.
Finally, choose an appropriate package size and fill the empty space with bubble wrap or paper so that your model is not thrown around during shipping.
This way, your returned models are well protected and will arrive safely.
How long does it take to receive my refund?
Once you have received the email that the package is with us and has been processed, it will take a maximum of 14 working days for the amount to be refunded to the original payment method. You will also be notified of the credit by email.
My order
I haven't received my order yet, when will it arrive?
You can check the status of your order here.
Our team will do everything they can to ensure that you receive your piece of nature as quickly as possible. Models in stock are usually handed over to the shipping company the day after you place your order.
You will find the delivery time of our models in your order confirmation. For models in stock, you can expect delivery within a few working days. If your model is not in stock due to high demand, you can place an advance order and we will send your model to you according to the delivery time indicated.
If your order contains several products with different delivery times, you can choose between the following options during the ordering process:
- Collective delivery - for the sake of the environment, all models will be sent together as soon as they are in stock and you will be notified by email about the shipment.
- Partial shipment - all items already in stock will be shipped in advance.
The shipping costs are covered by us, regardless of which option is chosen.
By the way: our gift cards will reach you via email within a few hours after purchase. They are a great and original gift idea when you need a quick gift! :)
How can I exchange my order?
Of course, an exchange is fine as long as the model is unworn and the return period of 24 days is adhered to.
It's that simple:
- Please fill out our cancellation form.
- Send the product with the completed cancellation form & copy of the invoice in the original packaging to:
Holzkern - Time for Nature GmbH
Autokaderstraße 33/11.3
1210 Vienna
AUSTRIA
Special offer: Free return shipping - Order the desired model anew in our Online Shop - this is necessary because we need a separate invoice for each product.
As soon as we receive your return, the amount will be credited back to the original payment method within a maximum of 10 working days. If you ordered on account, the payment provider Klarna will be informed about the credit.
Important: Please note that jewellery purchased in our stores can only be canceled and exchanged directly in our stores.
Why does my model look different to the product photos online?
The special thing about our products is that we work with natural materials. Just like every tree or stone, all of our models are genuinely unique thanks to the grain, colour and structure of the materials. What you receive is a truly one-of-a-kind piece - indeed, your own personal piece of nature. :)
That’s why we always make an effort to incorporate different lighting situations and a variety of models in our images, so that you can receive the most realistic impression possible of how your model may look.
How can I return a model/my order?
Of course you can return your model and we will refund the money if, contrary to expectations, you don't quite like it. :)
Please make sure that the model is still unworn and that the return period of 24 days from receipt is adhered to.
Please send the goods together with the completed cancellation form to our address: Holzkern - Time for Nature GmbH, Autokaderstraße 33/11.3, 1210 Vienna, AUSTRIA.
Offer: Free return shipment
As soon as we have received your returned goods, the amount will be credited back to the original payment method within a maximum of 5 working days. If you ordered on account, Klarna as the payment provider will be informed about your credit.
You may find another model in our Online Shop that suits you better - with over 800 designs, there is usually something for everyone.
Since we want to continue to improve our products, we are always happy to receive feedback from you. :)
Important: Please note that jewellery purchased in our stores can only be returned directly to the store.
I made a mistake when ordering, what now?
Our team will do everything to ensure that you receive your unique piece of nature as quickly as possible and that you are absolutely happy with it.
As we process your order in the shortest possible time and ship models that are in stock extremely fast, it is unfortunately not possible to make any changes afterwards.
Once your order has been shipped, you can try to change the address directly with the shipping partner:
DHL
Have your parcel redirected directly.
UPS
With UPS you can change the address yourself directly via your tracking link. Please note that a scan must already have taken place in the destination country and in some cases it is only possible after the first unsuccessful delivery attempt.
Post, FedEx
Please contact the respective shipping company directly with your correct address and the shipment number you received by email.
We ask for your understanding that we cannot promise anything here.
If it is a pre-order - i.e. a model with a longer delivery time - please contact our Customer Support using the Service Form. They will be able to help you in the best possible way.
I have a problem with my model, what now?
We are very sorry that something is not as it should be with your selected model. Naturally, we want to help you in this case and would therefore ask you to contact us directly via the Service Form.
Please describe as precisely as possible what the problem is and, if possible, also send us a photo and the order number. Then we can get the best possible picture of the situation and offer you a quick solution.
My watch has stopped - what now?
In this case, please check which model you have and which movement (automatic, solar, quartz movement) is installed in your watch. You can find this information on the website for each model.
If you have a solar or automatic watch, please try restarting the watch. You can find out exactly how to do this in the instructions on the website. If you have a quartz watch, it may simply be that the battery is flat and needs to be replaced. You can have this done at a specialist shop or jeweler that you trust.
If you still have problems, please contact us using our Service Form and we will find a suitable solution for you.
My model has a different logo - what does this mean for me?
Holzkern has grown and developed a lot in the past years. It all started with wooden watches - and in the meantime, we’ve also made use of natural materials from the world that surrounds us, while our product range has expanded enormously. To bring natural diversity even more to the forefront, which is what makes Holzkern so unique, we’ve created a new logo design.
The delicate shape allows for different interpretations, which are reflected in nature and the materials we use. The modern design stands for one thing above all: uniqueness!
As far as our products go, the exchange of logos will be done step by step. So your desired unique piece will either have the Holzkern lettering, the original tree rings logo or the new logo. Ultimately, the most important thing is that your Holzkern model reaches you in the highest quality as always and that you enjoy it for a long time.
Payment & Discounts
How do I get my watch running?
In order to get your watch up and running, remove all protective foils first. With a Quartz movement, you can directly set the time by turning the crown, which is the small calibration wheel on the side of the case. As soon as you’ve set it to the correct time, push the crown gently against the case and your watch will begin operation.
If you have an automatic or solar watch, you’ll have to first wind it up or charge the battery.
Which payment options are available?
You can easily and securely place your order in our Online Shop using various payment options:
- Credit card
- PayPal
- Amazon Pay
- Apple Pay
- Klarna
- Klarna -installment purchase
- Klarna -purchase on invoice
- Klarna -immediate bank transfer
- Klarna -purchase by direct debit
- Klarna -credit card
Please note that payment methods may vary from country to country. :)
I didn’t receive an invoice, what now?
After placing your order, you will receive an order confirmation from us with an overview of your ordered products, your shipping and billing address and the expected delivery date.
If you paid by credit card, Amazon Pay, Apple Pay or PayPal, you will also receive your invoice from Holzkern via email shortly afterwards. Please also check your spam folder, it can take up to 24 hours for the email to reach you. :)
If you have ordered with the payment method Klarna - purchase on invoice, you will receive the invoice from Holzkern as soon as your order has been shipped. You will also receive a separate email from Klarna with the payment request. You then have 14 days to pay the invoice from Klarna directly via your Klarna account (e.g. in the app) - alternatively you can extend your payment period.
The invoice from us must be kept for warranty purposes. The Klarna invoice is necessary for the payment transfer.
If you don't find your Holzkern invoice in your inbox, please contact our Customer Support and tell us your full name and the order number.
If you can't find your Klarna invoice in your inbox, please contact Klarna Customer Support directly to receive it again:
I can't use a payment method, what now?
If you are unable to use one of the payment methods listed, please use the Service Form to tell us which models you would like to order and your full address.
We will then send you an invoice for prepayment with our bank details and you can transfer the amount directly within 7 working days. As soon as you have sent us a proof of payment (e.g. a screenshot of the bank transfer), we will arrange the shipment of your order.
*Please note that we can only issue an invoice for prepayment in euros.
My discount code didn't work, what now?
A discount code has either reached you via email, post on social media or you have found it directly on our website. Our discount codes and promotions are subject to certain conditions and cannot be combined with each other. This means that they cannot be used on sale items.
You can redeem a discount code directly during the checkout process in the appropriate field by clicking on 'Apply discount code'. It will then appear in the shopping basket overview and will be applied directly. :)
If the discount code does not work, you can check the following again:
- Have you fulfilled the conditions (e.g. minimum order value, minimum order quantity)?
- Is the model part of our regular product range? (i.e. not part of the outlet).
- Did you enter the code in the correct field (discount code) and press 'apply'?
- Is the discount code from a trusted source and still valid?
- Is the discount code applicable to your desired models? e.g. accessories are often excluded.
- Have you correctly differentiated all 0's and O's and made no other typos?
If you can answer YES to all these questions, then the discount code itself should be applicable.
If there is still a problem, please contact us directly via the Service Form. Please send us a screenshot of your shopping cart, discount code and error message and tell us where you found the discount code. We will then try to find a quick solution. :)
How can I pay with a voucher or Gift Card?
Our Gift Cards are in XXXX-XXXX-XXXX format and can be entered as a numerical code directly in the "Enter Gift Card Code" field at the checkout. You can use it as an alternative payment method to complete your order.
Our Gift Cards are only redeemable in our Online Shop. We don't think that's a disadvantage, on the contrary: here you have the largest selection of all our models and can take as much time as you want to browse! :)
If the Gift Card does not work, you can check the following again:
If you answered YES to these questions, but it still doesn't work, then please contact our Customer Support right away. Send us a screenshot of your Gift Card, your shopping cart and the name of the person who purchased the Gift Card.
If your Gift Card value is not completely used up on an order, the remaining credit stays and can be used for a future order. Our Gift Cards have no expiry date and can be used for any product or service that we offer. :)
If you wish to return or exchange an order made with a Gift Card, the amount will be credited back to the Gift Card and it will be reactivated. It can then be used for a future order.
Can I use multiple discounts or promotion codes for one order?
Only one discount or promotion codecan be applied to an order - you have to decide which one you want to use. :)
You can use up to 9 different Gift Cards for one order. :)
You can also combine vouchers - for example 5 Gift Cards for €20 each and 1 discount code can be used for one order. :)
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Shorten straps with screws
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Shorten straps with spring pins
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Shorten straps with pins
Chatbot
You have a question that can be solved in just a few seconds?
Then feel free to contact our Chatbot.
We are here to help you
Our Customer Support Team is always there to help with any questions that may arise. :)
Our team works with passion and dedication to ensure that you receive your personal piece of nature as quickly as possible, and also to guarantee that you are completely happy with it. :)
The above FAQ are here to let you know in advance about our unique products and our processes, and so that you can be 100 % assured of what happens when you place your Holzkern order.
You’ve already browsed through our FAQ and still have a question?
Please simply use our Service form, so that we can help you best.
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