SHIPPING & RETURNS
At Kentholz, all of our handmade reclaimed wood and terrazzo furniture is custom made-to-order according to your design selections.
Our standard shipping time is 4 – 5 weeks after payment, however this can vary depending on the order type and final shipping destination. We will be in touch via email throughout the production process and will let you know once your table is nearing completion. Benches generally ship between 2 – 3 weeks.
For expedited shipping or for an express delivery quote, please contact us and we will always do our best to accommodate your requirements.
Orders placed for stock items in our Outlet Store are generally available for dispatch within three working days.
We ship worldwide including Germany, Mainland Europe, the United Kingdom, the United States of America and Australia.
Germany – All shipments are carried out by our own private courier, who specialises in delivering high-value furniture items including precious antique pieces.
These are charged at 49€ within Germany and include installation.
All other countries: A guide to approximate shipping prices (excluding installation) is as follows*:
Switzerland – 140€ (includes installation)
Austria – 140€ (includes installation)
Other Mainland Europe – 180€
United Kingdom – 250€
United States – 280€
Australia – 280€
* These prices are based on a standard table size (under 220cmX100cm, weighing up to 40kg). Exceptions apply for variations on order quantity, leg style and table top size. Accurate pricing based on your order is available on request via email, or automatically calculated by our online store during the checkout process.
For custom/B2B orders, shipping will be determined after the order has been processed and a separate shipping invoice will be sent to you via email.
Within Germany, Austria and Switzerland –
Your order will be delivered by a private courier service. Once your items are nearing completion, the courier will be in touch with you directly to arrange a convenient time to deliver your items. It is very important that you arrange a timeframe that you will be home and available. If you agree to a delivery appointment but are not home to receive the order, the second delivery attempt will be at your cost.
The courier will bring the table into your home and carefully assemble the product for you.
All Other Countries –
For deliveries outside of Germany, Austria and Switzerland, we use a third-party transport service company called TransGlobal Express.
You will receive a tracking number via email from Kentholz as soon as your order has left our Berlin workshop, and also be informed of the shipment service who will be making the delivery (i.e. DHL, UPS or TNT). You can call, live chat or search online to track your order anytime.
Expedited shipping is available on request. Please email us for an estimate.
Our tables all arrive flat-packed, with the legs packaged separately.
Packaging is the key to ensure products are always received in top condition. All items are insured to the value of the item. For insurance claims due to poor delivery, please contact us immediately. All packaging must be kept to help with claiming insurance. Pictures help any claim. In case of damage please keep the packaging and documents to the package and product.
Any damage must be reported within 24 hours of receipt of package.
Please note that your order may consist of several packages and could be delivered on different days. If you only receive a partial delivery and in the following days the rest of the order does not arrive, please contact us immediately.
Customs & Duties
All orders placed for delivery outside the European Union do not include sales taxes (MwSt) / VAT). It is foreseeable that the customs authorities in the delivery country will levy taxes, tariffs and service fees, and Kentholz has no influence or control over this.
Therefore, the customer is solely responsible for paying all and any such charges.
We are sure you will love your Kentholz piece, however we do offer a 14-day return policy. If you change your mind and notify us of your intention to return your order within 14 days of it being delivered, we will provide you with a full refund granted the product(s) are returned to us in the original condition. We are happy to arrange for your product to be collected, however the return freight will be charged at cost.
For logistical reasons, it might take a little extra time for us to organise the return pick-up. However, so long as you have notified us within the 14 days, everything will be fine.
All custom furniture is final sale and not eligible for return.
Outlet or sale items, or those purchased using a discount code are not eligible for return unless proven to be faulty.
Please note: You are responsible for the shipping costs of returning the goods to us, and will need to disassemble your product and repackage it in order for our delivery partners to collect it.
If you discover an issue with your product or for some reason are unhappy with the quality, please email us with your concern and include a couple of photos (if applicable). We will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a refund, arrange for a repair, or build you a replacement.
If you are returning the Products to us because they are faulty, we will refund the price of the Product in full; any applicable delivery charges; and any reasonable costs you incur in returning the item to us (other than any costs incurred by you in returning the Products to us in person). We will refund you through the same payment method used by you to pay.
Please note: Wood is a natural material, so deviations in colour and irregularities in the grain are not a cause for complaint. It is important to highlight the natural texture of this material. Similarly, our Terrazzo products are unique and will also have colour and stone variations.
Refunds & Cancellations
You have 4 working days after placing your order to cancel or change your mind completely free of charge. However, due to the highly customised nature of our products, any changes or cancellations after this time frame will incur a 20% cancellation fee of the purchase price of the goods ordered (excluding shipping). All of our products are handmade especially for you and, after 4 days, the production cannot be changed. The amount covers only part of the costs incurred for further handling.
We reserve the right to refuse to cancel a special custom order once the production process has started.
i) After placing your order online, you have up to 4 days to change or cancel your order without incurring any charges. After this time, a fee of 20% of the purchase price of the goods ordered will be charged.
ii) Once your order has been delivered, we offer a 14-day change of mind policy. We will provide you with a full refund granted the product(s) are returned to us in essentially their original condition and packaging. You are responsible for the shipping costs of returning the goods to Kentholz, and will need to disassemble your product and repackage it for collection.
iii) If you are returning a product because it is faulty, we will refund the price of the product in full including any applicable delivery charges and any reasonable, pre-agreed costs you incur in returning the item to us.