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.
FAQ
Most Common Questions
How do I find my piece of nature in the perfect size?
With more than 800 different designs, there’s guaranteed to be the perfect model for every wrist and every person’s individual tastes. :)
Our watches and Bandlets with linked bracelets can easily be adjusted to fit any desired length. The additional links and requisite tools are enclosed free of charge so that you can immediately start wearing your piece of nature.
For our watches with leather bracelets and our entire jewelry selection, industry standard length measurements are used. The exact sizes can be found on the corresponding product pages. Because we know that some people prefer to wear their necklaces longer or shorter, you can find the perfect extender here for your Holzkern jewelry.
Insider Tip: On the main menu, when you click on >"Shop">"Watches">"Show All", you can use our Product-Filter (top-right) to search specifically for various case diameters and much more. :)
How does the delivery process work?
Our Dispatch Team works at full speed - that’s why generally the delivery time is 4-9 workdays for products that are in stock*.
Once you’ve placed your order, you’ll receive a confirmation email. Upon dispatch, you’ll receive an email confirming your order is on the way, as well as a further email with your tracking number which you can then use to track the progress of your package online. So that your order arrives quickly and safely at your home, depending on your location we use the Austrian Postal Service, DHL, UPS or GLS as our express shipping partners.
* For products that are not currently in stock, you will find a shipping date on the corresponding product page or respectively on your order confirmation. In case you are ordering several models with varying delivery times, during the ordering process you will be able to select a partial shipment, which is naturally free of charge.
How can I check my order status?
Your order status can be viewed at any time in your customer account, as long as you have an existing account at the time of your order.
If you need to check the status quickly, you can also do so without a customer account or without needing to log in. Simply click on this link and enter your order details.
As soon as your order has been packaged and shipped, you will also receive a shipping confirmation by email and a tracking number that can be used to track the progress of your package online.
When will my order arrive?
Our Team will do everything to ensure that you receive your piece of nature as quickly as possible. After submitting your order, it will take approximately 4-9 workdays for your package to arrive at your doorstep. :)
Since all our collections are made in small quantities and the demand for certain models is particularly high, some models may be temporarily sold out and will be shipped at a later date.
To make sure that your model arrives as soon as possible, we recommend not to wait too long when considering your order. You can find the delivery time of your desired models on the respective product page and/or in your order confirmation.
If your order contains several products with different delivery times, you can choose between the following options during the order process:
Collective shipment - For the sake of the environment, all models are shipped together as soon as they are in stock.
Partial shipment - All items already in stock will be shipped in advance.
Shipping is free of charge regardless of which option you choose.
Package contents: What is included with my delivery?
Every single Holzkern product is delivered in a high-quality box made from solid wood in which you can safe-keep your personal piece of nature.
Additionally, for all models with linked bracelets, we send the corresponding extension links including the requisite tools free of charge. This way, you can individually adjust your piece of nature for the perfect fit, and then enjoy wearing it immediately. :)
Can I exchange my model?
Yes. Maybe you’ve fallen in love with another model? That’s fine. Naturally, an exchange is possible as long as your piece of nature is unworn and returned within the 24-day refund period.
Send the product back in its original packaging, together with the completed Withdrawal Form and a copy of your invoice to:
Holzkern - Time for Nature GmbH
Autokaderstraße 33/11.3
1210 Vienna
AUSTRIA
Order your desired product again in our Online Shop - this is necessary because we require an independent invoice for every product.
As soon as your return shipment has arrived, your payment will be refunded within a maximum of 14 days via the original form of payment. In case you ordered via invoice, Klarna, our payment provider, will be informed of your credit.
Can I return my model?
Yes. Naturally, you can return your model and we’ll refund your payment in case it doesn’t meet your expectations or feel 100% perfect. :)
Usually we receive the feedback that our pieces of nature look even better in real life than in photos.
Please be aware that the model must be unworn and returned within the 24-day refund period.
Simply send the product, together with a completed Withdrawal Form back to our address (Holzkern - Time for Nature GmbH, Autokaderstrasse 33/11.3, 1210 Vienna, Austria).
As soon as your return shipment has arrived, your payment will be refunded within a maximum of 14 days via the original form of payment. In case you ordered via invoice, Klarna, our payment provider, will be informed of your credit.
In our Online-Shop, you’re very likely to find another great model that meets your expectations - with more than 800 designs, there’s guaranteed to be the perfect model for everyone.
Because we’re committed to continuously improving our products, we’ll be very happy to hear your feedback. :)
How do your products perform in daily life?
You’ll hardly ever find watches or Bandlets that are as comfortable to wear as ours. Wood is remarkable thanks to its lightness of weight and pleasant surface feeling, which makes it incredibly comfortable to wear on your wrist.
For our products, we use selected hardwoods that have been carefully tested in advance and offer our customers joy for a long time.
However, please be aware that wood doesn’t have the same resilience as metal and your piece of nature should be removed before engaging in sport or manual labor.
How do I care for my personal piece of nature?
Generally, our models don’t require any special care because over time the wood only becomes more smooth and appealing.
Occasionally, the wooden elements will be happy to receive a little treatment to help them fully shine. Our special Care Balm is most suitable for this purpose and can be found in our accessories shop.
We can also highly recommend bee's wax or natural wood oils.
Do you have physical stores?
Yes. We currently have seven 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 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.
Products
Why does my model look different to how it appears in the photos?
The specialness of our products is due to the fact they are made from natural materials. Just like every tree or stone, all of our creations are unique thanks to their individual grain, color and structure. This way, the model you receive is truly distinctive. Indeed, your own personal piece of nature. :)
Can I have my model engraved?
Each of our jewelry pieces is a beautiful one-of-a-kind due to the handmade production and the natural materials.
If you still want to add a personal touch with an engraving, then we recommend to visit trained professionals such as watchmakers or a jewelry store. Unfortunately we do not offer this service.
For the engraving of our watches we recommend the clasp of the bracelets. Also with our Bandlets the clasp is a suitable place for an engraving.
No matter if watch, bandlet or jewelry - your model will be delivered in a beautiful wooden box which can also be engraved.
Do you offer custom-made products?
Our models are handcrafted from natural materials, which is why every piece already has its own individual uniqueness.
Additionally, we’re focused on providing a diverse and multifaceted product range and currently offer more than 800 different designs, which is why personalised customisations are not available at this time.
Generally, we already have the perfect piece of nature for every type of occasion and each person’s individual tastes. :)
Naturally, we also have a wide range of accessories with which you can personalise your own special model.
Perhaps you’d like a watch strap in another color, or a second bezel that you can easily interchange according to your mood?
Does Holzkern use nickel in their models?
The metal elements of our watches and Bandlets are made with 316L stainless steel that is enhanced with a fine ion plating and is practically nickel-free.
As a result, our watches are normally compatible even for people with a nickel allergy. :)
With our jewelry collections, the 316L stainless steel is also plated with genuine 24k gold or platinum. This makes our jewelry pieces even more elegant, as well as particularly suitable for people with allergies.
Where do your wooden materials come from?
Because we strive for the most sustainable use of resources and environmental practices, every single product is made from FSC-certified timbers or off-cuts from the furniture industry. Thanks to the use of FSC-certified timbers, we support socially and environmentally sustainable forestry operations.
Watches
How do I find my piece of nature in the perfect size?
With more than 800 different designs, there’s guaranteed to be the perfect model for every wrist and every person’s individual tastes. :)
Our watches and Bandlets with linked bracelets can easily be adjusted to fit any desired length. The additional links and requisite tools are enclosed free of charge so that you can immediately start wearing your piece of nature.
For our watches with leather bracelets, industry standard length measurements are used. The exact sizes can be found on the corresponding product pages.
Insider Tip: On the main menu, when you click on >"Shop">"Watches">"Show All", you can use our Product-Filter (top-right) to search specifically for various case diameters and much more. :)
Are the models waterproof?
Water splashes, rain and sweat are no problem for our unique pieces. Due to the properties of our natural materials such as wood, increased contact with water should be avoided. This way you will enjoy your unique pieces for a long time.
For all water lovers we have some collections with up to 5ATM in our assortment. These models are tested for water resistance up to 5 bar and can therefore be worn without any problems even when showering, bathing or swimming.
All information about the water resistance of your desired model can also be found in the specifications and instructions directly on the product page.
Package contents: What is included with my delivery?
Every single Holzkern product is delivered in a high-quality box made from solid wood in which you can safe-keep your personal piece of nature.
Additionally, for all models with linked bracelets, we send the corresponding extension links including the requisite tools free of charge. This way, you can individually adjust your piece of nature for the perfect fit, and then enjoy wearing it immediately. :)
How do your products perform in daily life?
You’ll hardly ever find watches or Bandlets that are as comfortable to wear as ours. Wood is remarkable thanks to its lightness of weight and pleasant surface feeling, which makes it incredibly comfortable to wear on your wrist.
For our products, we use selected hardwoods that have been carefully tested in advance and offer our customers joy for a long time.
However, please be aware that wood doesn’t have the same resilience as metal and your piece of nature should be removed before engaging in sport or manual labor.
How do I care for my personal piece of nature?
Generally, our models don’t require any special care because over time the wood only becomes more smooth and appealing.
Occasionally, the wooden elements will be happy to receive a little treatment to help them fully shine. Our special Care Balm is most suitable for this purpose and can be found in our accessories shop.
We can also highly recommend bee's wax or natural wood oils. :)
How can I order replacement parts? (Extra links, bracelets, straps, bezels, etc.)
Naturally, you can order replacement parts simply and easily.
Many of these elements can already be found in our Accessories Shop.
In case the components you’re looking for don’t seem available, send us a short message via our Service form and we’ll promptly help you out. :)
Jewelry
1. How do I care for my pieces of jewelry?
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, which you can find in our Accessories Shop. 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.
2. What is included in my delivery?
Our pieces of jewelry are secured on a piece of cork and delivered in a small wooden box. This way, the model is not only optimally protected during transport, it also makes the unwrapping a special experience. The wooden box with its magnetic metal closure not only looks great, but also serves as the perfect travel companion for safe-keeping your special pieces. Due to their size, some models from our men’s collection are stored in the same boxes as our Bandlets.
3. 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 here 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.
4. What are the dimensions of the necklaces and bracelets?
We use industry standard lengths for our jewelry range. The exact dimensions and lengths of the various collections can be found on the respective product page under specifications.
With our jewelry extender, you can lengthen your bracelets and necklaces from our women’s jewelry 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.
5. 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:Here on our jewelry page you can search for specific materials, colors and styles.
Sunglasses
How do I find sunglasses with the right fit for my face?
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 colors! 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 - more here.
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.
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.
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 colors in which our models are available: Gray, brown and green lenses are considered particularly comfortable to wear and are recommended by many experts. :)
How do I find my desired model in the right size?
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 color 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.
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 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:
> an inner and outer protective layer protects against scratches and other damage
> a UV 400 protective layer protects against UV-B and UV-A rays
> a category 3 anti-glare layer gives the tint level
The lens colors gray, 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 color gradient, are special eye-catchers. You can also find mirrored glasses to be perfectly equipped for sunny adventures.
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 colors, gradient lenses and our polarized model offers additional comfort.
Bandlets
How do I find my piece of nature in the right size?
With so many different designs, there is definitely a natural piece for every wrist: our Bandlets can be easily adjusted to any desired length. The replacement links and the necessary tools are included free of charge, so you can wear your piece of nature immediately. Small tip: If you click on >"Shop">"Bandlets">"Show all" in the upper menu bar, you can use our product filter function - top right - to search specifically for different materials, colorings and styles.
Are the models waterproof?
Water splashes, rain and sweat are no problem for our jewelry. Due to the properties of our natural materials like wood, increased contact with water should be avoided to keep your model beautiful for a long time. Here you will also find our waterproof bandlets. Covered with a special varnish, they are well protected even in the shower, bath or when you are going for a swim. All information about the water resistance of your desired model can also be found in the specifications and instructions directly on the product page.
Package contents: What is included with my delivery?
Every single Holzkern product is delivered in a high-quality box made from solid wood in which you can safe-keep your personal piece of nature.
Additionally, for all models with linked bracelets, we send the corresponding extension links including the requisite tools free of charge. This way, you can individually adjust your piece of nature for the perfect fit, and then enjoy wearing it immediately. :)
How do your products perform in daily life?
You’ll hardly ever find watches or Bandlets that are as comfortable to wear as ours. Wood is remarkable thanks to its lightness of weight and pleasant surface feeling, which makes it incredibly comfortable to wear on your wrist.
For our products, we use selected hardwoods that have been carefully tested in advance and offer our customers joy for a long time.
However, please be aware that wood doesn’t have the same resilience as metal and your piece of nature should be removed before engaging in sport or manual labor.
How do I care for my personal piece of nature?
Generally, our models don’t require any special care because over time the wood only becomes more smooth and appealing.
Occasionally, the wooden elements will be happy to receive a little treatment to help them fully shine. Our special Care Balm is most suitable for this purpose and can be found in our accessories shop.
We can also highly recommend bee's wax or natural wood oils.
How can I order replacement parts? (Extra links, screws, etc.)
Naturally, you can order replacement parts simply and easily.
Many of these elements can already be found in our Accessories Shop.
In case the components you’re looking for don’t seem available, send us a short message via our Service form and we’ll promptly help you out. :)
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.
Payment
Which payment methods are possible?
You can make your purchase simply and easily using one of the following payment methods:
Instant transfer, Klarna on account, 3 interest-free instalments, credit card or PayPal.
How does payment with Klarna work?
With Klarna on account you have 30 days from the shipping date to balance the invoice.
That means, as soon as we have sent your items, you should receive an invoice from Klarna via email in which the bank details are listed. Please also make sure to check your spam folder.
In case you have questions regarding payment, get in touch directly with Klarna because they will be able to more directly assist you. :)
I can’t pay via any of the indicated payment methods - what now?
In case none of the indicated payment methods are possible for you, please use our online Service form and tell us your address and the desired model.
We’ll send you a prepayment invoice with our bank account details and you can transfer the amount directly.
Ordering
How does the ordering process work?
Once you’ve found your perfect model, you can easily and quickly order it from our Online Shop.
After completing your order you will receive:
An order confirmation with summarised delivery times via email**.
A shipping confirmation & invoice - as soon as your product(s) are packed and ready to ship.
An email with your shipment number from our parcel service provider. In the rarest possible cases this can take up to 2 workdays.
**If you haven’t received a notification after completing your order, please check your spam folder.
When will my order arrive?
Our Team will do everything to ensure that you receive your piece of nature as quickly as possible. After submitting your order, it will take approximately 4-9 workdays for your package to arrive at your doorstep. :)
Since all our collections are made in small quantities and the demand for certain models is particularly high, some models may be temporarily sold out and will be shipped at a later date.
To make sure that your model arrives as soon as possible, we recommend not to wait too long when considering your order. You can find the delivery time of your desired models on the respective product page and/or in your order confirmation.
If your order contains several products with different delivery times, you can choose between the following options during the order process:
Collective shipment - For the sake of the environment, all models are shipped together as soon as they are in stock.
Partial shipment - All items already in stock will be shipped in advance.
Shipping is free of charge regardless of which option you choose.
How can I check my order status?
Your order status can be viewed at any time in your customer account, as long as you have an existing account at the time of your order.
If you need to check the status quickly, you can also do so without a customer account or without needing to log in. Simply click on this link and enter your order details.
As soon as your order has been packaged and shipped, you will also receive a shipping confirmation by email and a tracking number that can be used to track the progress of your package online.
Can I change my order later?
No. Our Team’s goal is to ensure your happiness by getting your order ready as quickly as possible. :)
Because we process your order within a very short time and ship promptly, subsequent changes are unfortunately not possible.
Package contents: What is included with my delivery?
Every single Holzkern product is delivered in a high-quality box made from solid wood in which you can safe-keep your personal piece of nature.
Additionally, for all models with linked bracelets, we send the corresponding extension links including the requisite tools free of charge. This way, you can individually adjust your piece of nature for the perfect fit, and then enjoy wearing it immediately. :)
Will my model be delivered in a wooden box?
All our watches, Bandlets and jewelry are delivered individually in a high-quality & elegant safe-keeping box made from solid wood, which is ideal for storing your piece of nature. You can also order additional accessories such as Collector's Boxes or Double-Boxes for any occasion.
My discount code is not working?
Please note that discounts and special promotions cannot be combined. That means that for every order only one discount or promotion code can be entered. The respective code can be redeemed at our checkout using the field “Apply Discount Code”.
In case your discount code contains a free product, it is important that you additionally place that product in the shopping cart. Please also note the conditions attached to the discount or promotion respectively.
In case it still doesn’t work, send us a screenshot of the error message using our online Service form. We’ll make sure to promptly find a solution for you. :)
My voucher doesn’t work?
1.) This is probably due to the fact that the voucher code has been entered in the “Discount Code” field. Then the error message “Code not valid” or “Code does not exist” appears.
In our online shop the voucher can either be redeemed in the shopping cart or during the payment process. It’s important that you enter the voucher code in the field “Use Gift Card to checkout”. Please copy your voucher code and enter it in this field.
2.) It may also be important to check whether you are entering the number 0 or the letter O, and generally that the details have been entered correctly.
Delivery
How does the delivery process work?
We send our products worldwide - for you, the express shipping is free of charge. :)
Our Dispatch Team works at full speed - that’s why generally the delivery time is 4-8 workdays for products that are in stock*.
Once you’ve placed your order, you’ll receive a confirmation email. Upon dispatch, you’ll receive an email confirming your order is on the way, as well as a further email with your tracking number which you can then use to track the progress of your package online. So that your order arrives quickly and safely at your home, depending on your location we use the Austrian Postal Service, DHL, UPS or GLS as our express shipping partners.
* For products that are not currently in stock, you will find a shipping date on the corresponding product page or respectively on your order confirmation. In case you are ordering several models with varying delivery times, during the ordering process you will be able to select a partial shipment, which is naturally free of charge.
How can I check my order status?
Your order status can be viewed at any time in your customer account, as long as you have an existing account at the time of your order.
If you need to check the status quickly, you can also do so without a customer account or without needing to log in. Simply click on this link and enter your order details.
As soon as your order has been packaged and shipped, you will also receive a shipping confirmation by email and a tracking number that can be used to track the progress of your package online.
Package contents: What is included with my delivery?
Every single Holzkern product is delivered in a high-quality box made from solid wood in which you can safe-keep your personal piece of nature.
Additionally, for all models with linked bracelets, we send the corresponding extension links including the requisite tools free of charge. This way, you can individually adjust your piece of nature for the perfect fit, and then enjoy wearing it immediately. :)
When will my order arrive?
Our Team will do everything to ensure that you receive your piece of nature as quickly as possible. After submitting your order, it will take approximately 2-5 workdays for your package to arrive at your doorstep. :)
Since all our collections are made in small quantities and the demand for certain models is particularly high, some models may be temporarily sold out and will be shipped at a later date.
To make sure that your model arrives as soon as possible, we recommend not to wait too long when considering your order. You can find the delivery time of your desired models on the respective product page and/or in your order confirmation.
If your order contains several products with different delivery times, you can choose between the following options during the order process:
Collective shipment - For the sake of the environment, all models are shipped together as soon as they are in stock.
Partial shipment - All items already in stock will be shipped in advance.
Shipping is free of charge regardless of which option you choose.
The shipping status hasn’t changed - what can I do?
In case the shipping status of your order hasn’t changed for more than 8 days, please contact us via our Service Form. We’ll look into it right away and be in touch with our respective shipping partner for you.
Our Team is constantly working to ship our products with the greatest speed so that you can soon be holding your personal piece(s) of nature in your own two hands. :)
Functions & Adjustments
I just received my awesome Holzkern watch, how do I start it up?
To offer a large variety, our range features various models (automatic watches, solar watches, quartz watches) with different functions.
To get the most out of your piece of nature, it's best to read the manual on the respective product page before starting up your watch. To go to the product page of your model, you can use the search function on the top right (magnifying glass icon).
How does my quartz watch function?
Please take the following steps in order to get your watch up and running:
Remove the stopper from the crown.
Carefully push the crown completely against the case.
Some models don’t have a hand indicating seconds. That means that you will only notice that the watch is running when a few minutes have passed. :)
I have a solar watch, how do I start it up?
Our solar watches are powered by light, so it's not necessary to change the battery of the watch.
Before commissioning your solar-powered watch, it must be exposed to five hours of sunlight or powered under a lamp (distance 20cm) for 60 hours (glow-lamp 30W/LED 6W/375 Lumen) to fully charge the power reserve.
Be careful not to expose the watch to excessive heat (bright midday sun) to prevent damage.
In order to ensure continuous operation, the watch should be worn for at least three hours a day, however during winter time, it has to be occasionally charged under a lamp.
The detailed manual can be found on the respective product page of your model - which can be found using the search function on the top right (magnifying glass icon).
How does my automatic watch work?
Automatic watches run without batteries and are wound up thanks to the wearer’s arm movements. When our models are fully wound up they will run for approximately 30-40 hours, even in a motionless state. In case the watch hasn’t been worn for a long time, it is possible that it needs to be reset. In this case it’s best to give your piece of nature a little help starting up in that you wind it up by turning the crown approximately 40 times in a clockwise direction - so wind it in the direction away from yourself. While doing this the crown should stay pressed into the case - please don’t pull the crown out. Then the spring is fully wound up and the watch will run perfectly for a day.
The exact instructions for your model can be found on the corresponding product page - simply use the search function top right (magnifying glass symbol).
How does the stopwatch function (= chronograph) work on my watch?
Timepieces with a stopwatch function can be reset using both buttons - start/stop.
The exact instructions for your model can be found on the corresponding product page - simply use the search function top right (magnifying glass symbol).
How do I attach the Easy-Switch bezel correctly?
The bezel locks in place alongside the defined points. The bezel should be turned in a clockwise direction with a light amount of downward pressure until the locking in can be felt.
Please note, this is not a threaded coupling like the lid of a bottle top.
How can I adjust a band with screws to the correct size?
How can I adjust a band with spring pins to the correct size?
How can I adjust a band with pins to the correct size?
Customer Account & Holzkern Premium Club
What advantages does a customer account offer?
You can enjoy many advantages by creating a customer account. You can save various addresses and therefore complete your orders quicker. Additionally, you have the possibility to see all of your orders and invoices at any time and can create a list of your favorite models.
What is the Holzkern Premium Club?
With the Holzkern Premium Club we want to say thank you to our customers: You can collect Tree Rings with every order which you can then exchange for exclusive special offers. :)
More information about our Premium Club advantages can be found here.
How can I collect Tree Rings?
For every order you will be credited 8.5 Tree Rings for every $1 of order value.
How, and for what, can I redeem my Tree Rings?
Directly via your customer account you can redeem your Tree Rings for the following specials offers:
Special Discounts
Exclusive Premium Products
More information about Premium Club advantages can be found here.
When are Tree Rings for an order credited to my account?
You will receive your Tree Rings as soon as your order has been shipped by us.
I still haven't received Tree Rings for my previous purchases - what now?
Simply contact us via our Service form and we'll be happy to help you further.
I already bought watches in the store. How will this be credited to me?
Simply send us the following information via our Service form so that we can retrospectively credit the Tree Rings to your customer account:
Photo/Scan of the store invoice(s)
The email address of your customer account
I have a customer account on various email addresses - how should I collect all my Tree Rings?
Simply contact us via our Service form and we'll be happy to transfer your Tree Rings to your preferred customer account.
What happens to the Tree Rings if I return a purchased model?
In case you send a model back, the corresponding Tree Rings will be retrospectively deducted again.
Then the person you give it to can easily browse through our range of products and choose their own personal piece of nature.
Will I receive the gift voucher via post?
We don’t send gift vouchers via post because the quickest and simplest way is for our customers to print it out themselves.
Can I only redeem the gift voucher in your online shop?
Yes, our gift vouchers can only be redeemed in our online shop. Using the gift voucher in our stores, and with our retail or jewelery partners is not possible.
What happens if I don’t use all the value of the gift voucher?
The remaining credit remains on the gift voucher and can be redeemed again in our online shop. As such, you can use the remaining credit on the voucher in future, or give it to someone as a gift. :)
What happens to the gift voucher if I send my purchase back?
In case for some reason you want to return your purchase, the value of the voucher will be reactivated.
If you paid extra for your purchase, the extra amount will of course be promptly refunded via the original payment method.
My voucher doesn’t work?
1.) This is probably due to the fact that the voucher code has been entered in the “Discount Code” field. Then the error message “Code not valid” or “Code does not exist” appears.
In our online shop the voucher can either be redeemed in the shopping cart or during the payment process. It’s important that you enter the voucher code in the field “Use Gift Card to checkout”. Please copy your voucher code and enter it in this field.
2.) It may also be important to check whether you are entering the number 0 or the letter O, and generally that the details have been entered correctly.
Returns
Can I return my model?
Yes. Naturally, you can return your model and we’ll refund your payment in case it doesn’t meet your expectations or feel 100% perfect. :)
Usually we receive the feedback that our pieces of nature look even better in real life than in photos.
Please be aware that the model must be unworn and returned within the 24-day refund period.
Simply send the product, together with a completed Withdrawal Form, back to our address (Holzkern - Time for Nature GmbH, Autokaderstrasse 33/11.3, 1210 Vienna, Austria).
As soon as your return shipment has arrived, your payment will be refunded within a maximum of 14 days via the original form of payment. In case you ordered via invoice, Klarna, our payment provider, will be informed of your credit.
In our Online Shop, you’re very likely to find another great model that meets your expectations - with more than 800 designs, there’s guaranteed to be the perfect model for everyone.
Because we’re committed to continuously improving our products, we’ll be very happy to hear your feedback. :)
How does a refund work via Klarna? (Invoice and instalment purchase)
Because you completed your order via our payment provider Klarna, please note that you have a period of 30 days in which to make your payment.
In case your returned product hasn’t arrived with us within 30 days, we kindly ask that you pay the outstanding balance in order to avoid an overdue notice from Klarna. Alternatively, you can also contact Klarna in order to pause your payment.
As soon as your purchase has been returned to us (Autokaderstraße 33/11.3, 1210 Wien, AUSTRIA) we will inform Klarna immediately and you will promptly receive a notice of credit.
Can I exchange my model?
Yes. Maybe you’ve fallen in love with another model? That’s fine. Naturally, an exchange is possible as long as your piece of nature is unworn and returned within the 24-day refund period.
Send the product back in its original packaging, together with the completed Withdrawal Form and a copy of your invoice to:
Holzkern - Time for Nature GmbH
Autokaderstrasse 33/11.3
1210 Vienna
Austria
Order your desired product again in our Online Shop - this is necessary because we require an independent invoice for every product.
As soon as your return shipment has arrived, your payment will be refunded within a maximum of 14 days via the original form of payment. In case you ordered via invoice, Klarna, our payment provider, will be informed of your credit.
Instruction videos: Adjust the length of your watch strap / bandlet
Shorten straps with screws
Shorten straps with spring pins
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.
Service form
You have a different question, want a consultation or have a problem?
Then write us directly through our Service form, so we can help you best.
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.
Sign in or create a free-of-charge Premium Club account, automatically collect points for every purchase and experience all the great benefits at the World of Holzkern. Learn more
Hello Nature-Lover!
Sign in or create a free-of-charge Premium Club account, automatically collect points for every purchase and experience all the great benefits at the World of Holzkern. Learn more