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Claims
Every Woodendot piece is prepared with care. If something is not as expected, we are here to make it right.
Every Woodendot piece is prepared with care. If something is not as expected, we are here to make it right.
If your order arrives damaged, please notify us and provide all requested photographs within 10 calendar days of delivery. Transport companies cannot accept damage claims after this period.
Please keep the box, protective materials and all original packaging, as photographs of both the product and its packaging will be required to assess the incident.
We aim to respond to every complete claim within 48 hours.
If your order arrives damaged, please notify us and provide all requested photographs within 10 calendar days of delivery. Transport companies cannot accept damage claims after this period.
Please keep the box, protective materials and all original packaging, as photographs of both the product and its packaging will be required to assess the incident.
We aim to respond to every complete claim within 48 hours.
Incorrect product or order received
If, due to an error attributable to Woodendot, you receive a product or order intended for another customer, we will arrange collection of the incorrectly delivered item and send the correct product or order at no additional cost.
To qualify, the item received in error must not have been installed, assembled, used or modified, and must not have been handled beyond what is strictly necessary to verify its identity and condition. It must remain in its original packaging.
Before opening, assembling or installing the product, please check that its type, dimensions, finish and other specifications match your order. You must also verify that the customer name and order details on the delivery note enclosed with the shipment correspond to you and to the order you placed. If anything does not match, do not proceed with assembly or installation and contact us immediately through the claims form.
If, due to an error attributable to Woodendot, you receive a product or order intended for another customer, we will arrange collection of the incorrectly delivered item and send the correct product or order at no additional cost.
To qualify, the item received in error must not have been installed, assembled, used or modified, and must not have been handled beyond what is strictly necessary to verify its identity and condition. It must remain in its original packaging.
Before opening, assembling or installing the product, please check that its type, dimensions, finish and other specifications match your order. You must also verify that the customer name and order details on the delivery note enclosed with the shipment correspond to you and to the order you placed. If anything does not match, do not proceed with assembly or installation and contact us immediately through the claims form.
Made to Measure pieces
For Made to Measure pieces, the customer is responsible for providing and checking all required dimensions. Where the product page expressly includes a human technical review, Woodendot will prepare a drawing showing the final dimensions for the customer to approve before production begins.
This review confirms that the measurements and configuration shown in the drawing correspond to the information supplied and to the piece requested. It does not include a physical inspection or measurement of the installation space. Please check every detail carefully before approving the drawing.
For Made to Measure pieces, the customer is responsible for providing and checking all required dimensions. Where the product page expressly includes a human technical review, Woodendot will prepare a drawing showing the final dimensions for the customer to approve before production begins.
This review confirms that the measurements and configuration shown in the drawing correspond to the information supplied and to the piece requested. It does not include a physical inspection or measurement of the installation space. Please check every detail carefully before approving the drawing.
FAQ
What should I do if my product arrives damaged?
Submit our claims form within 10 calendar days of delivery. Keep the original packaging and attach the requested photographs of both the product and its packaging. We aim to respond to complete claims within 48 hours.
A part or fitting is missing. What should I do?
Please submit the claims form, indicating the missing part and attaching clear photographs of the product, packaging and delivery note. We will review the information and arrange the appropriate solution.
What if I no longer have the original packaging?
For damage caused during transport, please keep the box, protective materials and all original packaging. The transport company may require photographs of both the product and its packaging to assess the incident. If the packaging is no longer available, please submit the claims form with all the information and photographs you have. We will review the case, although the absence of the original packaging may limit our ability to process the claim with the transport company.
What should I do if I receive the wrong product or order?
Do not assemble, install, use or modify the product. Check the customer name and order details on the enclosed delivery note and contact us immediately through the claims form. If the error is attributable to Woodendot, we will arrange collection and send the correct order at no additional cost.
What if the dimensions of my Made to Measure piece are not as expected?
First compare the delivered piece with the dimensions confirmed in your order or approved drawing. All Made to Measure dimensions have a manufacturing tolerance of ±1 cm. If you believe the piece falls outside this tolerance, submit a claim with clear photographs and measurements.
What does the human technical review include?
Only products whose product page expressly includes this service receive a human technical review. We prepare a drawing so you can confirm that the dimensions and configuration correspond to the information supplied and to the piece requested. The review does not include a physical inspection or measurement of your space.
How do I submit a claim?
Complete our claims form and include all requested information and photographs. A complete submission helps us assess the case promptly.