Frequently asked questions

Do you still have questions about customised furniture? Here you will find the answers to the most frequently asked questions that we receive. Of course, we will also answer your questions by e-mail or telephone. Feel free to contact us for a free consultation.

The most frequently asked questions of our customers

1. How do I choose the right material?

If you are still unsure which material is right for you, you can discuss your options with our specialist furniture consultants and interior designers.

2. Should I plan for mounting distances?

Yes, especially for furniture that is planned ceiling-high or in a niche, you should definitely observe these. About the mounting distances.

3. How long is the delivery time?

The delivery time depends on the product, the material and the country. The estimated delivery time is shown in the configurator and in the shopping cart. For special requests, the delivery time may be extended by two to four weeks, depending on the effort involved. During the Christmas and Easter periods, the delivery time may also be extended by up to two weeks.

4. Do I have to use the configurator for my order?

No, we will be happy to do the planning for you. Send us a sketch of your desired furniture or let us advise you on the phone. We will prepare a free and non-binding offer for you.

5. How can I pay?

We accept all common payment methods such as: prepayment method (bank transfer), Credit Card (Visa & Mastercard) and PayPal. More information about the payment methods.

6. Does the consultation service cost anything?

The advice provided by our experts is free of charge. You are welcome to ask for advice on your furniture wishes without any obligation.

7. My wish cannot be selected in the configurator, what can I do?

We will be happy to check on request whether we can implement your special request. You can find a selection of possible special designs here.

8. Where is my order located?

You will find a link to the current order status in the order confirmation that we sent you by e-mail. You are also welcome to check the order status.

9. Which materials does Pickawood use?

For the production of our materials, we only use sustainable woods from European forestry. Learn more about the materials.

Measure correctly

1. Which tools do I need?

The classic method is, of course, a tape measure or folding rule. Alternatively, you can also take measurements with a standard laser measuring device. We also recommend using our sketch template. There you will find all the important measurements at a glance. You are welcome to send us this sketch and we will implement your planning.

2. Can I also plan built-in wardrobes in an old building?

Our custom-made built-in wardrobes can also be planned in an old building. However, you should measure particularly precisely and in different places. You can also check the floor and walls with a spirit level.

Fit warranty

1. Does the fit warranty cost anything?

No, the fit warranty is a free service provided by Pickawood.

2. Do I have to book the fit warranty separately?

The fit warranty is automatically included in your order. Pickawood remains your contact partner for all matters.

3. My furniture does not fit, what do I have to do?

Please send us a message via the form including pictures of the furniture and the assembly location. A member of staff will get back to you as soon as possible.

4. What exactly does the fit warranty cover?

If you have measured yourself and the piece of furniture does not fit into the niche you had planned, for example, alteration costs will be covered up to an amount of 1,200.00 GBP. 

Payment

1. Are my credit card details protected?

Every purchase on the website is protected by the so-called SSL procedure. When transferring your credit card data, authentication with the 3D-Secure procedure is also necessary. This guarantees a particularly secure payment. If your credit card has not yet been activated for the 3D-Secure procedure, please contact your bank for further information.

2. What are the bank details?

Pickawood GmbH
Hamburger Sparkasse
Account Number: 1227125604
Bank Code: 20050550 
IBAN: DE48200505501227125604
BIC: HASPDEHHXXX

3. Why have I not received an order confirmation?

If you have not received an order confirmation, there was probably an error during payment. This can happen, for example, after a failed authentication. A colleague from the furniture advice service will get in touch with you as soon as possible.

4. How do I add a Pickawood voucher?

You can enter the value voucher in the first step of the shopping basket in the "Add voucher" field. The value is automatically deducted from the purchase price.

Delivery & Shipping

1. Will my furniture be delivered in one piece?

Your furniture will be delivered safely packed and disassembled into individual parts. Delivery in one piece is not possible for technical reasons. However, each order includes simple assembly instructions. You can also book an assembly service at a later date.

2. Where is my order?

We will inform you about the current status of your order by e-mail. Or you can check the order status on our website.

3. Can I change the delivery address?

No problem, just send us your new delivery address by e-mail.

Design sketch

1. Which file formats can I upload?

You can upload your sketch and photos in all standard file formats such as JPEG, PNG or PDF.

2. What happens once I have uploaded the sketch?

A member of the furnishing advice team will prepare an individual offer based on your specifications and send it to you without obligation. If you wish to make any changes or have any further questions, please do not hesitate to contact us at any time.

3. Will it cost anything if I send you a sketch?

At Pickawood, the consultation is free of charge - regardless of the effort involved.

4. Is my data secure?

The transmission of your sketches and photos takes place via encrypted servers and is therefore secure.

Order

1. What happens after I place my order?

As soon as your order has been checked by our wood engineers, the joinery receives the technical data and begins with the preparation. As soon as the piece of furniture has been produced, it is subjected to an intensive quality inspection. After passing the inspection, your order will be shipped to you free of charge by forwarding agent.

2. Where is my order?

We will inform you about the current status of your order by e-mail and on this page. Once your order has been shipped, we will send you a tracking link.

3. How do I change my delivery address?

You are welcome to inform us of your new address by e-mail or by telephone around the clock.

Assembly

1. In which order should I assemble my piece of furniture?

The packages in your order are numbered. Please assemble the furniture according to the numbering and start with the first package. Assemble from left to right.

2. Why are the compartments of my furniture not at the same height?

If the compartments are not at the same height, it is possible that the stringers have been twisted. Please check the gap dimensions as well as the arrangement of the compartments.

Complaint

1. What happens after my complaint?

If your complaint is about transport damage, we will try to have the damaged parts remade as quickly as possible. If you would like to keep the parts, we are also happy to offer a discount. If errors have occurred during production, we will clarify the case with our producers.

2. How long does it take before I receive a response?

As a rule, you will receive an initial response within 5 working days.

3. I am only missing small parts, what can I do?

We keep many small parts in stock in our office and can ship them at short notice. Please feel free to use the form or give us a call.

4. Can I return my order?

As we do not have any stock items and each piece of furniture is made individually for the customer, we unfortunately cannot take back custom-made furniture. We ask for your understanding.

How can we help? Contact us.

Luka, Interior Designer

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