HELP
Ordering, delivery and care.
How ordering, production and delivery work, what to do when something is wrong, and how to look after solid wood. For anything else, send us a message.
CUSTOMER SERVICE
Talk to the studio.
G. Stalder
WhatsApp is the quickest way to reach us. Ask a question before you order, send a photo of your room, or ask how your piece is coming along.
We reply within 24 hours.
Ordering
How do I order a piece?
Choose a piece and its finish, then order online. You pay the full price at checkout.
To talk it through first, book a call or message us on WhatsApp.
When do I pay?
You pay for a collection piece in full when you order, through the secure checkout or the payment link we send after your order request.
Questions before you order? Book a video call and we talk it through.
Can I change the finish after ordering?
Yes, until production starts. Deadline: — (to be confirmed)
Can businesses and hotels order on invoice?
For projects, we send a quote and an invoice. Terms for businesses: — (to be confirmed)
Production and lead time
How long does it take?
We make each piece by hand in our atelier in Bali after you order. That takes about 6 weeks, plus shipping. For custom work, the 6 weeks start once you approve the design.
Will I hear from you while my piece is being made?
Yes. We keep you posted and tell you straight away if the planning changes.
Photo updates from the atelier: — (to be confirmed)
What does “made by hand” mean for colour and grain?
Every piece is made from natural wood. Grain, colour and small marks differ from board to board, so your piece will look slightly different from the photographs.
Delivery and shipping
Where do you deliver, and what does it cost?
We ship from our atelier in Bali. Shipping is a fixed rate per region, shown at checkout before you pay.
Regions and rates: — (to be confirmed)
How is my piece packed and delivered?
Packaging: — (to be confirmed)
Delivery (to the door or into the room): — (to be confirmed)
Is the shipment insured, and can I track it?
Insurance: — (to be confirmed)
Tracking: — (to be confirmed)
Do I pay import duties?
Your piece ships from our atelier in Bali. For deliveries within the EU, we pay all import duties and VAT — you pay nothing on delivery.
The carrier may contact you once for customs clearance or to arrange delivery. If anyone asks you to pay, contact us.
Outside the EU (United States, United Kingdom, Switzerland and other countries): — (to be confirmed)
What if my piece arrives damaged?
Check the packaging on delivery and note any visible damage on the delivery receipt. Take photographs and send them to us straight away by WhatsApp or email. We will agree a solution with you.
Deadline for reporting damage: — (to be confirmed)
Payment
Which payment methods do you accept?
You pay through a secure checkout. Payment methods: — (to be confirmed)
How do I pay for custom work?
The payment terms for custom work are set in the quote.
Are prices shown with or without VAT?
Our prices include VAT. The same price applies in every EU country.
Care for solid wood
How do I look after my piece?
Dust with a soft, dry cloth. Wipe up spills straight away and do not let water stand on the surface. Put coasters or mats under anything hot, wet or heavy.
Care product and schedule for your finish: — (to be confirmed)
Where should it stand?
Solid wood moves with the seasons. Keep your piece away from radiators, underfloor heating outlets and hours of direct sun, and out of very dry or very humid rooms.
What if a mark or crack appears?
Send us a photograph by WhatsApp or email and we will advise you.
Warranty: 2 years on the construction, from delivery.
What does the warranty cover?
We give a structural warranty of 2 years on the construction of every piece, counted from delivery.
Normal wear, damage from misuse or accidents, and the natural ageing of the finish are not covered.
This warranty is in addition to your statutory rights. If a piece does not conform to the contract, you are entitled by law to have it repaired or replaced free of charge, or to a price reduction or termination; this warranty does not affect those rights.
Returns and withdrawal
Can I return a piece from the collection?
If you are a consumer and bought a piece from the collection online, in its standard size and one of the standard finishes, you can withdraw from the purchase within 14 days of receiving it, without giving a reason. Tell us within that period, for example by email; any clear statement is enough.
The cost of returning the piece is yours. Estimate: — (to be confirmed)
Can I return a made-to-measure piece?
No. Pieces made to your own dimensions, design or specification are excluded from the right of withdrawal.
When do I get my money back?
Within 14 days of the day we receive your withdrawal, using the same payment method you used, unless you expressly agree to another. We may withhold the refund until we have received the piece back or you have shown that you have sent it back, whichever is earlier.
Custom work
Can a piece be made to measure?
Yes. Most of what we design is made to measure: another size, another finish or a design for one room. We guide you through the process and make nothing before you approve the design. Book a call and we talk it through.
What does custom work cost, and how long does it take?
That depends on the design. After the call, we send you a quote. Production takes about 6 weeks from approval of the design, plus shipping.