- What products do you offer?
We offer our own brand of high-quality wooden wall-mounted shelving and related home organisation products intended for residential and commercial interior spaces. All product descriptions, dimensions, and visual assets displayed on our website are original, helping customers make informed and confident purchasing decisions. - Which countries do you serve?
Orders are accepted from customers located within Europe and the United States, subject to shipping availability for the destination address provided during checkout. To maintain strict quality control, all orders are fulfilled directly by us and dispatched from our primary facility in Germany. - How long does order processing take?
Orders are processed directly from our active inventory within 1–3 business days after successful payment confirmation. Processing times may vary slightly during public holidays or periods of increased seasonal order volume. - How long does delivery take?
After dispatch from our German warehouse, most orders arrive at their destination within approximately 3–7 business days. Delivery times are estimates and may vary depending on destination country, carrier local operations, weather conditions, customs procedures, or other external factors. - Which delivery carriers are used?
To ensure reliable and secure transit, orders are transported using established, trackable carrier services, including:
DHL
FedEx
UPS Priority
Comparable premium delivery providers where appropriate
Carrier selection is optimized automatically based on the destination and operational efficiency.
- Will I receive tracking information?
Yes. Comprehensive tracking notifications are sent automatically to the email address provided during checkout. Tracking updates are issued at key stages of the direct delivery process, including:
Order dispatch from our Berlin warehouse
Arrival at carrier processing hubs
Local delivery activity in your region
Successful delivery completion
Customers are encouraged to monitor tracking updates regularly after receiving their shipment confirmation.
- What happens if my order is delayed?
If an order exceeds the standard delivery timeframe, customers may contact our support team by email. An official inquiry will be immediately initiated with the relevant carrier. Following a review of the carrier’s official findings, an appropriate resolution will be provided, which may include:
Direct shipment of a replacement order; or
A full refund of the affected order
The final resolution will depend upon the specific circumstances of the individual case and the outcome of the carrier’s transit investigation.
- What payment methods are accepted?
We offer fully secure, encrypted payment options processed via Stripe. We currently accept several commonly used payment methods, including:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Supported digital wallet payment methods made available at checkout
Available payment options may vary depending on customer location, device compatibility, and payment provider requirements.
- When will I be charged for my order? Are there hidden fees?
Payment is collected securely at the time the order is successfully placed through the website, and an official order confirmation will be issued immediately. To ensure complete pricing transparency and prevent unexpected carrier fees, all displayed prices are inclusive of applicable Value Added Tax (VAT) and are shipped on a Delivered Duty Paid (DDP) basis. There are no additional hidden import duties or customs charges upon delivery. - Can I cancel my order?
Customers wishing to request a cancellation should contact support via email as soon as possible after placing an order. Cancellation requests can only be processed before the order enters the fulfillment or dispatch stage at our warehouse. If the shipment has already been handed to the carrier, cancellation is no longer possible, and our standard return process will apply. - Do I have a right to return my order?
Yes. In accordance with European consumer protection legislation, customers have a 14-day Right of Withdrawal beginning on the day the goods are physically received. To exercise this right, you must notify support by email before the 14-day period expires. Returned items must be sent back to our registered address in Germany in substantially the same condition in which they were received. Nothing in this FAQ limits any mandatory statutory rights available under applicable local laws. - What should I do if my item arrives damaged or defective?
If an item arrives damaged, defective, or materially different from what was ordered, please contact our support team by email within a reasonable period and provide:
Your order number
A brief description of the issue
Clear photographs showing the condition of the product and its packaging
After reviewing the submitted evidence, an immediate remedy will be provided, including either a replacement item or a full refund. For verified damaged items, returning the physical product back to our facility is generally not required unless further internal assessment is deemed necessary.
- What if I entered an incorrect delivery address?
Customers should contact support immediately if an incorrect address was submitted during checkout. Address updates can only be applied before the order enters dispatch packaging procedures at our warehouse. Once a shipment has been securely handed over to the carrier, address modification options are restricted by the logistics provider. - How can I contact customer support?
Address: Römeräcker 9 Raum G 106, 76351, Linkenheim-Hochstetten
Phone: +49 7247 3981253
Email: wooden@knottywallrack.com
Customers may submit written enquiries at any time. Messages are systematically reviewed and responded to within 24 business hours.
- How are personal details handled?
Your personal information and transactional data are processed strictly in accordance with our website’s Privacy Policy, secure industry standards, and applicable European data protection legislation (GDPR). Customers are encouraged to review our full Privacy Policy page for detailed information regarding safe data processing and individual rights.