Shipping Coverage
We accept orders for direct shipment to eligible regions within Europe and the United States. As a direct-to-consumer (DTC) brand, we have optimized our international logistics processes to ensure safe, compliant, and reliable shipping (specific service coverage depends on the destination address provided at checkout and the carrier’s service area).
Shipping Origin and In-House Fulfillment
To ensure strict quality control and brand standards, all products are managed in-house and shipped directly from our own warehouse:
Knottywallrack
Address: Römeräcker 9 Raum G 106, 76351, Linkenheim-Hochstetten
Order Processing Time
Orders are processed directly from our existing inventory within 1–3 business days following payment confirmation via the secure Stripe payment gateway. Processing times may be slightly extended during public holidays, peak order periods, or instances requiring additional security verification. Business days exclude weekends and local public holidays.
Delivery Times and Customs Transparency
Once shipped directly from our Berlin warehouse, most orders arrive within approximately 3–7 business days. To provide a seamless experience for international customers, we ship using the “Delivered Duty Paid” (DDP) model. All applicable import taxes, customs duties, and clearance fees are covered by us and included in the total checkout price; customers do not need to pay any additional fees upon delivery. Please note that delivery times are estimates; actual arrival times may vary due to destination country customs procedures, carrier operations, or adverse weather conditions.
Shipping Carriers
To ensure safe transport and minimize transit issues, we partner exclusively with reputable, high-quality carriers, including:
DHL
FedEx
UPS Priority
Other applicable premium, trackable logistics services
The system automatically selects the optimal carrier based on destination, operational efficiency, and local service reliability.
Shipment Tracking
Customers will receive transparent tracking notifications via the email address provided at checkout. Logistics updates will be securely synchronized and sent at key stages of the delivery process, including:
Dispatch from the German warehouse
Arrival at the carrier’s international processing center
Local delivery status in the destination region
Successful delivery
We recommend that customers regularly check tracking updates.
Delivery Address Requirements
Customers are responsible for providing a complete, valid, and accurate delivery address at the time of purchase. If an incorrect or incomplete address is submitted, please contact our customer service team immediately. Address modification requests can only be accepted before our warehouse team processes the order fulfillment data.
Delivery Delays
If a package fails to arrive within the estimated delivery timeframe, please contact our customer service team immediately for assistance. We will proactively initiate a formal shipping inquiry with the relevant carrier to trace the package. After transparently evaluating the carrier’s findings, we will provide an appropriate solution, including:
Prioritizing a replacement shipment; or
Issuing a full refund.
The final solution will be determined promptly based on the specific circumstances of the carrier’s investigation.
Lost Packages
We assume full responsibility if the carrier’s internal records formally confirm that a package was lost in transit. To protect customer interests, we will immediately provide a solution, such as a free replacement or a full refund via the payment processing platform.
Delivery and Final Receipt
We are committed to ensuring the safe delivery of your wooden wall-mounted shelf. In accordance with consumer protection regulations, we bear the risk and responsibility for shipping until the goods are physically signed for by the customer or an authorized recipient. In the event of a delivery dispute (e.g., the carrier marks the package as delivered but the customer has not received it), our customer service team will work closely with the logistics provider to verify GPS data and delivery records, ensuring a fair and satisfactory resolution.
Contact Information
If you have any questions regarding shipment, delivery, or tracking, please contact us directly:
Phone: +49 7247 3981253
Email: wooden@knottywallrack.com
Address: Römeräcker 9 Raum G 106, 76351, Linkenheim-Hochstetten
Customers may submit inquiries at any time. Our internal team will process written messages centrally and respond within 24 working hours.