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Frequently asked questions

An overview of the common questions we receive from our valued customers

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Do you have questions and queries regarding our exclusive products? Perhaps you want to know more about our customer support, our shipping and delivery processes, or the construction and assembly of your custom-made furniture? We provide answers to your questions here to fill you with confidence and peace of mind about our quality products and services. If there is something we haven't covered, please feel free to contact one of our specialist furniture consultants here and they will happily support you with your request. 

  • The most frequently asked questions 

1. Where does Pickawood manufacture?

Pickawood has selected production sites in Poland and Germany and it is here that your exclusive custom-made furniture pieces will be expertly handcrafted. Click here to read more about our innovative production processes.

2. Which oils and wood are used to produce my product?

We only use sustainable woods from European forestry to manufacture your product. We mostly use BIOFA quality oils for many of our furniture pieces. These oils protect the processed wood and are solvent-free and colourless. Our selected oils also enhance the natural structure and tint of the solid wood and are resistant to stains, which is particularly advantageous on dining tables. Do you have children? This is also not a problem. We only use oil that fulfils the standard EN 71, part 3. This is synonymous with the safety of children's toys. We also only use wood-based materials (chipboard and MDF) that meet DIN EN 16516, this determines formaldehyde vapour levels that can be safely dissolved in the air in interior environments. 

3. Does Pickawood's consultation service cost anything?

No, our consulting and planning service is free of charge for you. You can contact us by email, phone or using our contact form. An individual consultation can be arranged with one of our specialist furniture consultants from Monday to Friday, from 9:00 to 18:00 on telephone number +49 (0)330 8084870. If you have already made sketches of your dream furniture piece, you can sen them to us here.

4. How do I order online from Pickawood?

Take advantage of our user-friendly online configurators and design and order your custom-made item just a few simple steps: 
1. Enter the desired dimensions of your furniture piece.
2. Select the drawers and doors, as well as any additional features. 
3. Provide your delivery address and select a payment method. After successful submission, you will receive a confirmation email with your completed summary.

5. Can I order by telephone with Pickawood?

Yes, it is also possible to order by telephone on +49 (0)330 8084870 from Monday to Friday, from 9:00 to 18:00 Our specialist furniture consultants will be happy to assist you with your order and to plan any special requests

6. How can I pay for my item?

We offer a range of safe and secure payment options and you can choose the one that best suits your needs. Whether you would like to pay for your product via Bank Transfer, Credit Card or PayPal, information on payment and shipping can be found here

7. Are special requests implemented by Pickawood?

Of course, we are happy to help implement your unique vision if this cannot be realized with our online configurators. Each day, we help our customers with a diverse range of individual design solutions and special requests and more information can be found here. You are also welcome to speak with one of our specialist furniture consultants who will be happy to help you with your planning.   

8. What is Pickawood's approach to sustainability?

At Pickawood, we are just as concerned with the environment as we are with the quality of our products. We value natural materials and source all of our wood materials from trusted, sustainable forestry. We are also a member of B.A.U.M. e.V., The Federal German Group for Environmentally Conscious Management. You can read more information about our ethical processes here

9. How long does delivery take?

Our delivery times can vary depending on your selected product, the selected material, and the delivery destination. After receipt of your order, you will receive information on the delivery schedule in your order confirmation. You can also view the estimated delivery time in the configurator when planning your item. If special requests are to be implemented, this can also impact the delivery time and may extend the stated timeframe by up to 2-4 weeks. During the Christmas and Easter periods, the delivery time may also be extended by up to 2 weeks. For more information on our shipping processes please click here

10. How has Brexit impacted Pickawood's business?

Unfortunately, the impact of Brexit and the new customs regulations that were introduced as of 1st January 2021 have affected our ability to deliver furniture to Great Britain and the United Kingdom. These implications are a temporary setback and we have done everything in our power to comply with HMRC's new regulations and procedures, meaning we will soon resume delivery of custom-made furniture to our UK-based customers. For more information about the steps we have taken to adapt to the Post-Brexit customs landscape please click here.

11. How do I assemble the furniture?

A Pickawood product is delivered to you unassembled but each furniture piece is easily constructed and requires minimal tools. Assembling your custom-made product is made even easier with the assistance of our easy to follow assembly guides, which provide a general overview of the construction of each of our product types. You can download our general assembly instructions for shelves here. You can find assembly instructions for our wardrobes here.

  • Products

Does Pickawood offer a guarantee on its products?

We give a guarantee of 2 years on all of our products.

Does Pickawood sell ladders?

At Pickawood you can also buy stainless steel ladders. The ladders are attached to the shelves without a running rail and are therefore suitable for any furniture piece.

Are special requests implemented by Pickawood?

Of course, we are also happy to implement visions that cannot be incorporated with our online configurators. Feel free to provide us with a design sketch to outline your ideas. You can find a selection of our special requests here. Please do not hesitate to contact us if you have something specific in mind.

Can I have furniture made that is larger than the dimensions of the configurator?

We are happy to manufacture furniture in "oversizes" for you. Please contact one of our specialist furniture consultants to discuss your idea in more detail.

  • Storage

Can I customize my individual compartments?

With our innovative configurators, you can adjust your compartments individually . In Step 6 of our shelving configurator, labeled "Compartments", enter the desired number of compartments you desire and on the furniture diagram simply drag your mouse over the individual compartments to adjust the dimensions. If you do not select the 'Strip with mounting holes' option in the last stage of the configurator, each compartment will be fixed and will be unable to be adjusted later. With this option selected, you can adjust the shelves flexibly at 32 mm intervals.

Can I plan doors over several compartments?

Yes, in our configurators you can also integrate a door over several compartments . To do this, place your cursor on the first compartment where you want your door to be placed, hold down the left side of the mouse and drag it down or to the compartment where you want to place the last door. If you encounter any issues, you can also contact our  specialist furniture consultants  for assistance. 

Are cable outlets possible with Pickawood products?

Yes, we can also integrate cable outlets for you . To do this we will need a design sketch to illustrate the exact position of the cutout with precise dimensions. Please send us your diagram via email .

Can a solid back wall also be ordered for my product?

A solid rear wall can also be selected to match the material of your solid wood shelf . This is then mounted per column or per shelf. You can find out the cost of this addition from our specialist furniture consultants .

Does Pickawood offer sliding doors?

Yes, Pickawood can also manufacture sliding door s. Unfortunately, this feature is not currently available in our configurators and would need to be ordered as a special request. Our specialist furnishing consultants will be pleased to inform you about the prices and possibilities.

Can different materials be combined with each other?

Selected materials can be combined with each other. However, it is not feasible to select all material combinations for technical and production restrictions. Our configurators clearly state which materials can be combined and manufactured for each specific product . You can find out more about our materials here .

Does Pickawood offer glass doors?

Yes, glass doors can also be manufactured for your product. This request can also be selected in the configurator . If you have any questions and for assistance, please contact our specialist furniture consultants .

Does Pickawood offer mirrored doors?

Most certainly, mirrored doors can also be manufactured at Pickawood . This feature can also be selected in the configurator. If you have any questions, please contact our specialist furniture consultants .

Is my product made with continuous wood panels or they divided?

Depending on the dimensions of your item, a division of top or bottom panels as well as side panels is made if the following dimensions are exceeded : Solid wood: 300 cm, MDF / Chipboard / Real wood veneer: 272 cm, Multiplex: 245 cm . The division is made to provide maximum stability for your product. Please contact us to advise where the division should be made, otherwise, we will divide the panels in a way that is advantageous for the construction.

Does Pickawood also offer corner wardrobes?

We can also manufacture custom-made corner wardrobes for you. Please contact us so that we can plan your project together. We will be happy to send you pictures and examples of our corner wardrobes. Further information can be found here .

I would like to design a room divider but are they safe and stable furniture pieces? 

Our made-to-measure room dividers make very pleasant centrepieces and can be found here . We recommend that a room divider with a depth of more than 40 cm be additionally fixed to a load-bearing wall with brackets. Please contact us if you would like to order these additional fixtures directly from us.

Can I also order a back wall for a room divider?

A rear wall for our room dividers can of course also be ordered. If you select the "Room divider" option in the configurator, the base and the fronts of your item are mirrored so that the room divider is identical from both sides.

Does my room divider have a rear wall if I have selected doors and drawers?

No, there is no rear wall as standard for a room divider with doors and drawers. If you select the "Room divider" option in the configurator, the base and the fronts are mirrored so that your item is mirrored and looks the same from both sides .

  • Tables

Does Pickawood offer extendable tables?

We manufacture classic extendable tables. However, we offer extension plates to our customers, which allows them to enlarge and lengthen their custom-made tables. The dimensions for the extension plates can be entered directly in the configurator when choosing the desired table model. We also offer a pull-out function for our Paris and Marseille table models. Please do not hesitate to contact us for assistance and advice.

Does Pickawood also offer drawers for tables?

Yes, you can also order drawers for individual table models that have a frame. Table drawers can be selected directly in the configurator. If you would like a drawer for a model without a frame, please contact us, as these must be designed manually.

Does Pickawood also make MDF tables?

We can produce a number of MDF tables for you with our Porto table model providing a perfect example. Please contact one of our specialist furniture consultants who will be able to advise you with your planning. Please contact us so that we can advise you on your planned table.

Is it possible to order table legs at Pickawood?

We can also manufacture table legs for you. Please do not hesitate to contact us so that we can advise you on your planned table legs.

Should I choose a lacquered or oiled table?

Whether you choose a lacquered or oiled table is of course up to you. Both treatment options have their advantages: A lacquered surface is easier to clean and is particularly suitable if the item is to be used primarily as a dining table, for example. An oiled surface requires a little more aftercare but is also durable and reliable and is often used for coffee tables. An overview of our tables can be found here. Care and cleaning tips to preserve your table item can also be found here.

  • Sideboards

Does Pickawood offer wheels or rollers for sideboards?

Yes, Pickawood also offers castor wheels for sideboards. These can be selected in the online configurator. If you have any questions or concerns, please contact our team of specialist furniture consultants who can happily help with your request. 

Does Pickawood offer TV lifts for sideboards?

Yes, Pickawood also offers exclusive TV lifts for your sideboard. Further information can be found here. If you have any further questions, please do not hesitate to contact our specialist furniture consultants.

  • Wardrobes and cabinets

Do I have to include handles for my doors?

We advise against choosing our "push-to-open" technology for your wardrobe doors, as the mechanism must be activated precisely at the trigger point and this can be problematic with such large surface areas. However, should you wish to choose the variant, please do not hesitate to contact us. Alternatively, there are several quality handle variants to choose from.

Which interior features are possible?

For our wardrobes, we can offer you several additional interior features and fittings to make your storage work for you. Garment lifts, clothes rails, and interior drawers can help you to keep things tidy and to stay organized. You can select these in Step 6 of the wardrobe configurator. You can select one interior feature for each compartment (except interior drawers), and our special furniture consultants will be happy to help you with your planning.

Does Pickawood offer built-in cupboards?

We do not offer built-in cupboards in the classic sense. However, we use blind strips for wardrobes that are to be installed in specific spaces which gives the impression of a built-in wardrobe and provides a neat, organized finish. Our specialist furniture consultants will be happy to provide more information and advice to help you with your design.

Does Pickawood offer corner cabinets?

We can also offer you corner cabinets. Unfortunately, this option cannot yet be selected in the configurator. For a corner cabinet, you will need to create two configurations, which will then be constructed later as a corner cabinet. It is important to ensure that the shelves in the corner are at the same height. Our specialist furniture consultants will be happy to help you with your request.

  • Support

How do I find the right measurements for my piece of furniture?

It is important to measure the height, width and depth of your product precisely. You can then enter these dimensions into your desired product configurator. It is also essential to allow enough distance to the walls on either side of your product to be able to move the furniture piece easily into place. You should also consider cables and other moveable or immovable parts that may obstruct your furniture piece. If skirting boards are an issue, you can easily opt for a skirting board cut-out in the configurator. Further measuring tips can be found here.

How can I contact Pickawood directly?

You can reach us by e-mail, phone or mail. Our address, contact details and company information can be found here.

Can I send a design sketch of my furniture idea to Pickawood?

We are always happy to receive sketch ideas and designs from our customers. This gives us a clear impression of the vision you have for your furniture piece and our specialist furniture consultants will be happy to convert it for you. Simply send your sketch to [email protected].

Does Pickawood's consultation service cost anything?

No, we offer consultation and planning completely free of charge to our customers. You can reach us by mail, telephone or via our contact form. Our specialist furniture consultants will be happy to help you with their extensive knowledge and experience.

Where does Pickawood produce my furniture?

Our production facilities are located in Germany and Poland. We work with expert carpenters who are well versed in producing unique custom-made furniture products with loving handcrafted care. Further information about our production processes can be found here.

What kind of wood does Pickawood use?

We exclusively use sustainable woods from European forestry. Protecting the environment is very important to us and we ensure that our customers receive furniture pieces that are both ethical and of the highest quality. You can find out more about our sustainable practices here

What oil does Pickawood use?

We mostly use BIOFA quality oils to treat our wood products. Oils have the advantage of preserving a wood's quality and further retreatment can ensure that your product maintains a fresh appearance with small damages being able to be repaired easily. Further information on our lacquers, oils and varnishes can be found here.

  • Ordering

How do I order online at Pickawood?

With our dynamic online configurators, you can easily purchase your custom-made furniture in just a few simple steps: 1. Enter the dimensions of your furniture piece 2. Select any additional options 3. Enter your address and desired payment method. After successfully completing your transaction you will receive a confirmation email, in which your order is will be summarized. Select the appropriate online configurator for your desired made-to-measure furniture piece.

Can I also order by phone from Pickawood?

Yes, it is also possible to order by telephone and our contact details can be found here. We are happy to support you with your order and implement any special requests you may have for your furniture piece. You can also order by taking advantage of our user-friendly online configurators, and we are happy to answer any questions regarding your interactions with our innovative technologies.

What do I have to consider when ordering?

When ordering, make sure that all information about your product has been entered correctly and check your billing, shipping and e-mail address when confirming and paying for your item.

How many products can I order online?

You can order any number of products on our website. In the shopping cart, you will find symbols next to your article which will allow you to duplicate a product, remove a product and add a new item. Of course, a mix of our products, such as shelves, sideboards or tables is also possible.

Can I still change my order if I have already sent it?

Yes, you can. Until your products have been paid for, changes to your order can simply be clarified with us via telephone or email. After payment, additional costs may be incurred depending on the type of changes you wish to make.

Do I have the right to with from my purchase?

You will find all detailed information on the right of withdrawal here.

  • Payment

Is my data safe?

Of course, your data is safe with us. Your personal information will only be used for the delivery of the goods and will not be passed on to any third parties.

How can I pay for my furniture?

You can choose from a range of different safe and secure payment methods. Whether you prefer to pay via Bank Transfer (Prepayment), Credit card or PayPal, we make the process easy for you to ensure you receive your custom-made furniture in the quickest time possible. Find out more about our payment processes here.

  • Shipping

How long is the delivery time?

After receipt of your payment and confirmation of your order, we aim to deliver all orders within an 8-10 week time frame. If your order includes special requests, the delivery time may be extended by up to 2-4 weeks to allow additional production time to implement your request. During busy holiday periods such as Christmas and Easter, the delivery time can also be extended by up to 2 weeks.

Do you also deliver abroad?

We deliver to most European countries. The delivery costs to specific locations are calculated directly in the shopping cart. More information about our delivery and shipping processes can be found here.

How are the products delivered?

Our furniture is delivered to you unassembled and is safely and securely packaged. We partner with DHL's furniture shipping companies to ensure the safe passage of your items. Large pieces of furniture are usually divided into several parcels and delivered together, so the weight is distributed and there are no delivery problems.

  • Assembly

What do I have to consider when setting up my furniture?

You will receive general assembly instructions with the delivery of each furniture order. These easy to follow directions will provide a step by step guide for successful construction. We advise arranging the furniture parts and fixtures beforehand to make the process more straightforward. We will be happy to assist you if you need help and you can contact us at any time to ensure your product is assembled safely and securely.

Are the assembly instructions available for download?

Yes, our general assembly instructions for shelving can be downloaded here. For our wardrobes and chipboard decor products, you will find assembly instructions here.

What do I do if screws are missing from my delivery?

Each of our products undergoes rigorous quality checks before shipment, which means that it is extremely rare for a customer order to contain missing or damaged parts. However, should such a circumstance arise, you can contact us by telephone or email and we will immediately rectify the issue and find a solution for you.

Can Pickawood provide spare parts and accessories?

Of course. We are happy to supply you with small parts or other accessories such as cover caps, natural wood oil and abrasive sponges. Feel free to contact us by telephone or email and we will deal with your request accordingly.

How can I log faulty articles?

Our products undergo thorough quality control procedures before being shipped, which means that errors are extremely rare. Should this occur, you can contact us by telephone or email and we will immediately resolve the issue. Please send your concern directly with a photo of the damage to [email protected].

Do you still have questions that need to be answered? If so, why not write to us!

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