FAQ

• I would like to have my own graphic/text on the box, is that possible? 
  • Absolutely! To upload your own graphic/text, go to our configurator. There you can easily and intuitively create your project. In the Creator you will find a library of our vectors and fonts to help you personalise your design. 

• I have made a mistake with the engraving details, can I change them? 
  • If the order status is still “in process”, it is possible to change the information provided. If the status has changed to “engraved”, this means that the box is in the final stages of processing and unfortunately it’s not possible to change the engraving. If you would like to change the details, please email us with your order number and details of the error. 

• After receiving my order, I realised I had made a mistake in the design of the box. Can the sliding lid be replaced? 
  • Unfortunately it is not possible to replace the sliding cover (the board on top of the box). Each batch of boxes is made with a slight offset. Even a 1mm difference can cause the cover to be incompatible with the bottom of the box. 
    
• I have placed an order in error, what should I do? 
  • If you’ve recently placed an incorrect order and it’s still “in process” but a mistake has been made, we recommend that you place a new order with the correct details. The previous order should be cancelled by emailing us with a request to cancel the incorrect order. We send a confirmation email with every order. It’s always a good idea to double check your order details as they form the basis of the contract. 
    
• When can I expect to receive my order? 
  • We despatch products within 1-5 working days and courier delivery takes 1-2 working days. 
    
    The process of creating a wooden box starts with woodworking and ends with quality control and shipping. In between these steps, the most important part takes place – customising the product to meet your needs. That’s why the process usually takes a few working days. In 2021-2023, the average wait was 2-3 business days. During peak periods, such as the holiday season, we may need a little more time, so the maximum delivery time is 14 business days due to the current global situation (COVID). If you would like to know the exact delivery date, please contact us via our contact page. 

• How can I cancel my order?  
  • We need to check the status of your order. If it is at the “engraved” stage, unfortunately it is not possible to cancel it. Please contact us using the contact page. 
    
• I want to order a larger quantity of products, can I get a discount?  
  • For orders over 400 PLN (including tax) you qualify for free shipping. For bulk orders please email us and we will see what we can arrange. 
    
• I want to cancel the boxes, what happens in this case?  
  • According to Article 38(3), if the service is a non-prefabricated product made to the consumer’s specifications or designed to meet the consumer’s individual needs, the right of return does not apply to orders personalised by the consumer, as the creation of a product to the consumer’s specifications may make it difficult to resell it in the event of withdrawal from the contract. 

For photographers, filmmakers and businesses working in the creative industry.

• Who can become a Pro customer?
  • The Pro Zone is for photographers, filmmakers, film studios and businesses working in the creative industry. We also accept freelance photographers without a registered company, as long as you can show proof of active commercial work (your own website/portfolio, a social media profile with published work, or previous sales invoices).

• What are the benefits of a Pro account?
  • Once verified, you get access to a dedicated trade price list (discounts of up to -20% across the full range), VAT invoices, priority order processing and a dedicated account manager. Trade prices are visible after logging in to your Pro account.

• How do I register as a Pro?
  • Fill in the short application form on the Pro Zone page. Accounts are verified manually - you will hear back within 1-2 working days. Once approved, you will receive a confirmation email and can start using trade pricing.

• Is Pro account verification paid?
  • No. Registration, verification and running a Pro account are completely free. There is no subscription and no activation fee.

• Do I need a Pro account to buy with a VAT invoice?
  • No - the shop is open to everyone. A Pro account only gives you access to trade pricing. Standard orders with a VAT invoice are also available without a Pro account - just enter your VAT number in the billing details at checkout.

• Is the turnaround time different in the Pro Zone?
  • The standard turnaround time is 1-14 working days. Pro customers get priority in the production queue - with large orders or during busy periods (wedding season, Christmas) this genuinely shortens the wait. Urgent orders are arranged individually with your account manager.

• Can Pro customers order samples before a large order?
  • Yes. For orders above 50 units we send a product sample (one engraved box/USB stick) at the purchase price, so you can judge the engraving and material quality. Contact your account manager after registration to arrange the details.