FAQ

An exchange is possible as long as your model hasn’t been worn and the deadline of 24 days for returns hasn’t been exceeded. Simply revoke the sales contract (go to the refund form) and order your desired model again in our online shop. This is necessary because we will have to issue a new invoice.

As soon as your product has been returned, your payment will be refunded within a maximum of 10 days via the original payment method. In the case that you ordered via invoice, Klarna, our payment provider, will be informed of your credit.

Important: Please note that products purchased in our stores can only be returned directly to that respective store.

It’s a pity that things didn’t work out with your Holzkern model. We’re always aiming to improve ourselves and would be happy to receive your feedback via our online Service form.

A refund is possible for 24 days as long as the product hasn’t been worn. Simply fill out the refund form (go to the refund form) and send the model to:
Holzkern - Time for Nature GmbH
Autokaderstraße 33/11.3
1210 Wien
AUSTRIA
In this case the shipping costs will have to be paid for by you.

So that we can immediately recognize your package and guarantee prompt processing, please include the refund form in your package.

As soon as your product has been returned, your payment will be refunded within a maximum of 10 days via the original payment method. In the case that you ordered via invoice, Klarna, our payment provider, will be informed of your credit.

Important: Please note that products purchased in our stores can only be returned directly to that respective store.

It will take approximately 2-9 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world. :)

Due to the high demand of some particular items, some of our products aren’t in stock and as a result they will be shipped at a later date.
In our online shop you’ll find each model has an exact indication of when the delivery can be made: https://www.holzkern.com/en/

If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.

In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our online Service form and we’ll get started with a partial shipment.

Here you can check the status of your order without signing in and without the need to have a customer account.

As soon as your order has been packed and is ready for shipping, you will receive an email with a shipping confirmation.

Once our shipping partner has picked up your packet and scanned it, you will receive an additional email with your tracking number. In some cases this can take up to 24 hours after you have received the shipping confirmation.

The watch cases we use have a range of different sizes - as such we have the right size for every wrist.

Using the enclosed replacement links that come with your product, the linked armbands of the watches and Bandlets can be adjusted to fit the circumference of any wrist. Please keep any extra links so that you can directly exchange them in case a link becomes damaged.

For our leather armbands, we use standard lengths for female and male models. The exact measurements of individual watches can be found in our shop under the corresponding product specifications.

The contents of the delivery can vary depending on the product purchased. Generally, your piece of nature will always be shipped in a wooden box, and models with wooden/metal bracelets will also come with matching extra links and the tools needed to adjust the bracelet.

The watch cases we use have a range of different sizes - as such we have the right size for every wrist.

Using the enclosed replacement links that come with your product, the linked armbands of the watches and Bandlets can be adjusted to fit the circumference of any wrist. Please keep any extra links so that you can directly exchange them in case a link becomes damaged.

For our leather armbands, we use standard lengths for female and male models. The exact measurements of individual watches can be found in our shop under the corresponding product specifications.

The materials we use are products of nature. Just like every tree or stone is different, our models are also unique. As such, every model has its own personal characteristics with regard to coloring and texture. You therefore receive a genuinely exclusive, individually unique product. Indeed, your own personal piece of nature. :)

Generally our watches and jewelry items aren't waterproof. Water spray and sweat aren't a problem for the wood, however, wood is a natural material and can become altered through too much contact with water. In every case, we recommend removing your Holzkern product before washing hands, showering, during sport, and while swimming, so you can enjoy your piece of nature for as long as possible. :)

In the meantime, we have some individual models that are water resistant up to 5 ATM - click here to see our water resistant models. Watches with this specification have a proven water resistance of up to 5 bar (≈ 5 atm) and are therefore suitable for wearing while showering, bathing or washing hands.

Here you can also find our waterproof Bandlets (Tremolo Collection) as well as our waterproof jewelry with stone or nacre. Please note that jewelry with wooden elements, as written above, is not waterproof.

We currently don't offer personalized engravings, although it is easily possible to engrave your model at a jeweler or watch store of your choice.

Because the structures of wood and stone are unique with every piece, each model is already a personally unique piece of nature.

We currently don't offer any individual customizations. We ask for your understanding as we want to be equally fair toward all of our customers.

In the metal parts of our models we exclusively use 316L stainless steel which is practically nickel-free and normally also agreeable for people with allergies.

The contents of the delivery can vary depending on the product purchased. Generally, your piece of nature will always be shipped in a wooden box, and models with wooden/metal bracelets will also come with matching extra links and the tools needed to adjust the bracelet.

Wooden watches and Bandlets are extremely pleasant to wear. Because of their light weight and special feel they are exceptionally comfortable on your wrist.

For our products we use specially selected hardwoods that remain durable and solid throughout everyday life. However, please be aware that wood does not have the same resilience as metal.

Generally our models don’t require any special nurturing, indeed the wood becomes nicer and smoother over time. Nevertheless, if you want to give your watches and Bandlets some additional care, you can occasionally treat them with beeswax or natural wood oils.

We also have a special care balm available in our online shop: https://www.holzkern.com/en/holzkern-care-balm-60ml.html

Despite this, please note that wood is a product of nature and can be affected by exposure to the elements.

Our products are made from environmentally friendly FSC-certified timbers or wood offcuts from the furniture industry.

Just write us a short message using our online Service form. We’ll be quick to help you out :)

You can buy our leather watch straps directly in our online shop: https://www.holzkern.com/en/shop/watchstraps.html

We currently have three Holzkern Stores in Vienna, Munich and Donaueschingen. :)

Beyond that we do have some partner shops in Austria, Germany and Switzerland, as well as at least one each in the Netherlands (Nes, Gorinchem), Italy (Sorrento, Mals), Spain (Cadiz), Portugal (Lisbon), Belgium (Bruges), Luxembourg (Baschleiden), the US (Indiana) and Saudi Arabia (Medinah) - here you can find a list of our partners: holzkern.com/haendlerpartner

However, you can also just order your favorite model from our online shop:

Europe: holzkern.com/en/shop/watches.html

Worldwide: world.holzkern.com/en_world/shop/watches.html

As you can read from our online reviews, our customers are usually more than happy with the look of our models in real life. Furthermore, it is also possible to return the model within 24 days and get a refund, in case for some reason you don’t like it.

You can make your purchase simply and easily using one of the following payment methods:

• Credit Card
• PayPal
• Klarna Pay now (Instant transfer)
• Klarna Pay later
• Klarna Financing / Pay in 3 / Pay in 4
• Apple Pay

(The available payment methods may vary from country to country.)

Klarna Pay later

With Klarna Pay later you have 14 days from the shipping date to balance the invoice (30 days for orders to Denmark/Finland).

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.

Klarna Financing / Pay in 3 / Pay in 4

With Klarna Financing, Pay in 3 or Pay in 4 you can pay your order at your own pace. When your order is shipped, the first payment will be collected and you will receive a notification from Klarna on how to proceed.

In case you have questions regarding payment, get in touch directly with Klarna because they will be able to more directly assist you. :)

Naturally, we are also at your service in the case that difficulties arise. More information about Klarna can be found here.

For € orders only:

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.

It will take approximately 2-9 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world. :)

Due to the high demand of some particular items, some of our products aren’t in stock and as a result they will be shipped at a later date.
In our online shop you’ll find each model has an exact indication of when the delivery can be made: https://www.holzkern.com/en

If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.

In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our online Service form and we’ll get started with a partial shipment.

You can easily order our products in our online shop and, once your order is completed, you will receive a confirmation via email.

In case you didn’t receive an email confirmation, it could be due to one of the following reasons:

• Perhaps you typed in the wrong email address?
• Perhaps our confirmation landed in the spam folder of your email address?
• The order hasn’t been successfully completed. Please check your user account to see if your order has been entered in our system. In the case that it hasn’t, try making your order again.

Here you can check the status of your order without signing in and without the need to have a customer account.

As soon as your order has been packed and is ready for shipping, you will receive an email with a shipping confirmation.

Once our shipping partner has picked up your packet and scanned it, you will receive an additional email with your tracking number. In some cases this can take up to 24 hours after you have received the shipping confirmation.

We've set things up so that your order will be processed and shipped within a very brief window of time. In this way we can guarantee fast delivery times, but are unable to make any retrospective changes once your order has been completed.

The contents of the delivery can vary depending on the product purchased. Generally, your piece of nature will always be shipped in a wooden box, and models with wooden/metal bracelets will also come with matching extra links and the tools needed to adjust the bracelet.

Yes, all of our models are shipped in a beautiful single box made of solid wood. In case you are interested in more boxes, or our special collector’s boxes, you can order them here.

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. :)

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.

We ship worldwide - our shipping is generally free of cost. After placing your order you will receive an email with an order confirmation from us, and when shipping commences you will receive a shipping confirmation email as well as an additional email with your tracking number. Our products are sent using the Austrian Post, DHL, UPS or GLS so that your order arrives quickly and easily within 2-9 workdays once payment has been processed.

Exception: Pre-ordering - the respective shipping date can be looked up on your order confirmation as well as on our website. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.

The contents of the delivery can vary depending on the product purchased. Generally, your piece of nature will always be shipped in a wooden box, and models with wooden/metal bracelets will also come with matching extra links and the tools needed to adjust the bracelet.

It will take approximately 2-9 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world. :)

Due to the high demand of some particular items, some of our products aren’t in stock and as a result they will be shipped at a later date.
In our online shop you’ll find each model has an exact indication of when the delivery can be made: https://www.holzkern.com/en

If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.

In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our online Service form and we’ll get started with a partial shipment.

Simply keep waiting and drink tea. No, just kidding - we know how annoying it can be when problems or delays occur during shipping.

In case the status of your package hasn’t changed since a few days, feel free to contact us via our Service form. We can then start investigating with the respective shipping partner for you.

Our sincerest apologies that your model has arrived damaged or empty. Please do the following:

1. Register the damage promptly with the respective delivery service..
2. Fill out our Service form and send us photos from all sides of the package as well as its contents so that we can help you as quickly as possible.

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).

Please take the following steps in order to get your watch up and running:

1. Remove the stopper from the crown.
2. Carefully push the crown completely against the case.
3. 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. :)

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).

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).

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).

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.

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.

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.

€: For every order you will be credited 10 Tree Rings for every 1 € of order value.

$: For every order you will be credited 8.5 Tree Rings for every $1 of order value.

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.

You will receive your Tree Rings as soon as your order has been shipped by us.

Simply contact us via our Service form and we'll be happy to help you further.

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

Simply contact us via our Service form and we'll be happy to transfer your Tree Rings to your preferred customer account.

In case you send a model back, the corresponding Tree Rings will be retrospectively deducted again.

You can easily order gift vouchers in our online shop here: https://www.holzkern.com/en/shop/gift-cards.html

Then the person you give it to can easily browse through our range of products and choose their own personal piece of nature.

We don’t send gift vouchers via post because the quickest and simplest way is for our customers to print it out themselves.

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.

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. :)

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.

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.

It’s a pity that things didn’t work out with your Holzkern model. We’re always aiming to improve ourselves and would be happy to receive your feedback via our online Service form.

A refund is possible for 24 days as long as the product hasn’t been worn. Simply fill out the refund form (go to the refund form) and send the model to:
Holzkern - Time for Nature GmbH
Autokaderstraße 33/11.3
1210 Wien
AUSTRIA
In this case the shipping costs will have to be paid for by you.

So that we can immediately recognize your package and guarantee prompt processing, please include the refund form in your package.

As soon as your product has been returned, your payment will be refunded within a maximum of 10 days via the original payment method. In the case that you ordered via invoice, Klarna, our payment provider, will be informed of your credit.

Important: Please note that products purchased in our stores can only be returned directly to that respective store.

Because you completed your order via our payment provider Klarna, please note that you have a period of 14 days in which to make your payment.

In case your returned product hasn’t arrived with us within 14 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.

An exchange is possible as long as your model hasn’t been worn and the deadline of 24 days for returns hasn’t been exceeded. Simply revoke the sales contract (go to the refund form) and order your desired model again in our online shop. This is necessary because we will have to issue a new invoice.

As soon as your product has been returned, your payment will be refunded within a maximum of 10 days via the original payment method. In the case that you ordered via invoice, Klarna, our payment provider, will be informed of your credit.

Important: Please note that products purchased in our stores can only be returned directly to that respective store.

Please accept our sincerest apologies!

Our colleagues from the dispatch team usually do an extremely diligent job.
We ask for your understanding that in very seldom cases unfortunate mistakes can happen.

So that we can exchange your product for the correct one as quickly as possible, please use our online Service form.

Our sincerest apologies that the model you received has a defect. We’d love to take a closer look at it. We aim for the highest quality standards and always want to assist our customers as quickly as possible.

You’ll find our Service form here. Please give us as much information as possible so that we can promptly find a solution for you. :)