Frequently Asked Questions
If your question isn't listed, please contact our customer service.
Order & Payment
Which payment methods are offered?
You can pay with PayPal, credit card (Visa, Mastercard, American Express), debit card, instant bank transfer (Klarna Sofort), Klarna (invoice & installment purchase, if available), Apple Pay, Google Pay or Shop Pay.
Can I change or cancel my order later?
As long as your order hasn't been processed yet, you can request changes or cancellations by emailing our support team. This does not apply to items that have already been personalized or produced.
Shipping & Delivery
How long does shipping take?
We usually ship within 1–2 business days after receipt of payment. Delivery within Germany is usually 2–4 business days.
Which shipping service provider is used?
We ship exclusively with DHL, including tracking.
Which countries do you deliver to?
We currently only ship within Germany. However, we are working on expanding our shipping to other countries soon.
How can I track my shipment?
As soon as your package has been shipped, you'll receive an email with a DHL tracking link. You can also track the shipment at any time via your customer account.
Returns & Complaints
What warranty applies to your products?
Our products are manufactured with great care and undergo rigorous quality control. Should you encounter any problems, please contact us at info@kraftelia.com
We will quickly find a solution.
What happens if my item arrives damaged?
Please immediately send us photos of the damaged product and packaging to our support email: info@kraftelia.com
We will quickly arrange a replacement or refund.
Can I return personalized items?
Unfortunately, no. Personalized or custom-made products are non-refundable unless they are damaged or defective.
How long does it take to process an exchange?
Once we receive your return, we will inspect the goods as quickly as possible. Exchanges or refunds are usually processed within a few business days. Depending on the order volume, this may take a little longer in individual cases – however, we always strive to process your request promptly. Detailed information on shipping, returns, and exchanges can be found in our Terms and Conditions and in our Cancellation Policy . You can also view the status of your return at any time via our returns portal .
How long can I return items?
You have the option to return items to us within 30 days of receipt . Please register your return via our returns portal and follow the return and shipping instructions.
Products & Care
How do I properly care for the wooden lettering?
Our wooden lettering is purely decorative. To ensure you enjoy it for a long time, we recommend wiping it dry with a soft cloth or duster. Please do not use aggressive cleaning agents, as these can damage the surface. The lettering is not suitable for outdoor use and should therefore be protected from strong moisture and excessive heat.
How do I attach the wooden lettering to the wall?
We include matching double-sided adhesive dots with every delivery. These allow the lettering to be applied easily and without drilling.
What material are the lettering made of?
Our lettering is made from high-quality poplar plywood. This material is sturdy, lightweight, and its fine grain brings a natural, warm feel to your home.
Are the lettering suitable for outdoor use?
No, the lettering is intended for indoor use only. Excessive moisture and rain could warp or discolor the wood.
How are the lettering colored?
Our wooden lettering is treated with a natural and non-toxic wood stain. You can choose from three shades that beautifully highlight the wood grain and lend each lettering a warm, stylish character.
Miscellaneous
Can I have a product customized?
Yes, we also offer personalized lettering upon request. Just send us an email with your requests.
Where are the products manufactured?
All products are manufactured in our own workshop in Germany – with great attention to detail.