ORDER & SHIPPING
How do you ship?
All our shipments are sent with the Austrian Post CO2-neutral.
How much is the shipping?
From an order value of 50€ the shipping to Austria and from an order value of 80€ to Germany is FREE!
Otherwise, shipping to Austria costs €4.60 and €7.90 to Germany.
How will I be informed about my order status?
Once you've placed your order, we'll send you a confirmation email, followed by a shipping confirmation with a tracking number. With the help of this number you can see where your package is at the moment.
When will I receive my order?
From receipt of payment, the delivery time to Austria is 2-5 working days and 3-7 working days to Germany. Deliveries to the rest of the world can take up to 14 working days.
Can I change my order afterwards?
If you made a mistake with your order, please contact us. Write an email to our Sonja from customer support: email@example.com
I have a problem with my order - what should I do?
Feel free to contact our Sonja from customer support: firstname.lastname@example.org
What advantages does a customer account have for me?
For our best service, we recommend that you set up a customer account. In your customer account you have an overview of current and past orders.
How can I pay you?
We offer the following payment methods:
- Credit card (Mastercard, Visa & American Express)
- IMMEDIATE transfer via Klarna
- Purchase on account via Klarna
- Apple Pay
Where can I find my invoice?
You will receive your invoice from us by email.
ATTENTION: This invoice is for information and filing purposes only. Please do not pay into the bank details, but use our payment providers (Klarna, credit card, etc.)!
How do I redeem a discount code or voucher?
After you have clicked on "Checkout", you will find the "Discount code" field on the right. Enter the respective code here, apply it and you're done.
RETURNS, COMPLAINTS & WARRANTY
How can I return my product?
To return an order, please use our returns portal .
How long can I return my product?
All orders can be returned up to 30 days.
How do I know if you have received my return?
If you send your return to us insured (which we recommend), you can use the tracking number to track whether we have received the package. After we have received the returned goods and checked the goods, a credit note will be issued. This will be sent to you by email. The amount will be automatically refunded to you using the payment method you paid with.
When will I get my money back?
Refunds will be made to the account used for payment within seven days of receipt of the returned item. Bank transfers may take an additional 2-3 days.
Can I have a product repaired?
Our jewelry is strong and durable. They are 100% handmade. Nevertheless, every now and then a knot can come loose or a pendant can come off an ear stud. Don't be sad when something like this happens.
We give a lifetime guarantee for Astwerk wooden jewelery and are happy to repair them for you.
Many of you wear your favorite pieces day and night for many months and years - just like us. There can be signs of wear and tear. But that's not bad either. We are happy to exchange these parts simply, easily and as quickly as possible. After that, your favorite piece will be as good as new again.
Just write an email to our Sonja from customer support: email@example.com
You are also welcome to bring your jewelry to our shops in Trahütten and Graz, where we can also carry out repairs on site.
Can I get spare parts?
Depending on availability, we will be happy to exchange parts of your favorite astwerk items, or look for suitable spare parts together with you. Just write an email to our Sonja from customer support: firstname.lastname@example.org
How long is the guarantee?
In addition to the statutory warranty, we offer a lifetime Astwerk guarantee. This guarantee applies to all Astwerk products that you bought in the Astwerk online shop ( www.holzschmuck-astwerk.at ).
The lifetime Astwerk guarantee applies exclusively to material and manufacturing defects.
GENERAL PRODUCT INFORMATION
What material is your jewelry made of?
Under the product details of the respective product you will find all information about the materials used.
How do I find the right size?
You like a ring, but you don't know which size is right for your finger? Or want to know how long our chains are? HERE you will find all the information you need to determine your size and the size charts.
How do I care for the wooden elements of my jewelry?
Wood is a robust and durable natural material. However, it does need a bit of maintenance from time to time. Also our lovingly handcrafted wooden one-offs. Because only with good care can you protect your favorite jewelery from damage and other everyday influences. All of our jewelry can be cleaned very well with a damp cloth and that is usually enough.
If it needs a little more maintenance, there are two options.
Care with oil: In our jewelery factory we only use natural oils and waxes for care. Because they are particularly gentle on the wood. You can also care for your wooden jewelery at home with oils from time to time. For example with natural linseed, rapeseed or sunflower oil. This also makes the colors shine beautifully again.
To do this, carefully sand your piece of jewelry with fine sandpaper. This will remove dirt and allow the oil to penetrate the wood better. Then simply leave the piece of jewelry for about 1 to 3 hours
put in the oil. Then polish well with a cotton cloth and leave to dry for 1 to hours. And your piece of jewelry is like new again.
Care at ASTWERK: If you would like to use the time for something else, you can simply send us your favorite items. We
then take over the maintenance and also repair damaged elements.
Avoid water and permanent moisture: Here you have to differentiate a little. You can wear jewelry such as fine bracelets or necklaces without leather parts around the clock - even when showering. At all
You have to be a little more careful with other pieces of jewelry – especially with ear studs, earrings and all pieces of jewelry with leather content.
Our jewels are like fine wine . They mature with age. This means that depending on the type of wood, they can also darken or turn slightly yellow. This is a natural maturing process of the wood and is completely normal. Our pieces of jewelry should be faithful companions for you. And like us humans, they change easily, getting a slight dent or a scratch here and there. If that bothers you, bring your piece of jewelery to us and we will give your favorite piece a wellness treatment.
What is the best way to care for brass elements?
The brass we use is a lead-free raw brass.
Raw brass accessories will deepen in color over time. If it darkens a little, it gets a vintage look.
If you prefer the light brass color, either buff it with a jewelry polishing cloth or lighten it up with some toothpaste or lemon juice.
Raw reading darkens faster when exposed to moisture. So avoid sweat and water if you want it to stay light.
Does your Astwerk jewelery differ greatly from the product image in terms of the wood grain?
Wood is a natural product and every tree is unique. As a result, there are individual differences in the grain and color of our products, which we cannot influence. But you can be happy, because every product is unique.
How can I book a workshop?
HERE you will find our booking calendar, with which you can easily book your desired date.
Can I postpone a workshop date that has already been booked?
Dates can always change. Just write an e-mail to our Sonja from customer support and she will make the rebooking: email@example.com
Can I change the number of people in a workshop that has already been booked?
Just write an e-mail to our Sonja from customer support and she will help you with the rebooking: firstname.lastname@example.org
Do you also offer custom-made products?
Have you seen a piece of jewelry in our online shop but would like it in gold? Or the other way around? We strive to fulfill your individual wishes as best we can. We can do it 90% of the time :)
Write our Sonja from customer support an e-mail with the product name and your change requests, as well as your name and address.
Sonja will then issue you with an invoice (product price +30% surcharge for custom-made products). After receipt of payment you will get your individual piece of jewelry delivered to your home.