FAQ

Product

• What is production lead time of the product?

All our products are customized to order, with a production lead time of up to 21 days. More complex products typically require longer lead times due to intricate manufacturing processes. The lead time for each product is specified in its description. If you are in a hurry, you can always contact us via email. We will try our best to find the best solution.

• Is it possible for me to customize the product?

Since all our products are customized, feel free to get in touch with us to explore alternative options. For inquiries about non-standard colors or sizes, please reach out to us via email.

• How are your products made?

Our team manufactures all products in our workshop located in Warsaw, Poland. Each piece is unique and crafted with attention to detail. We pride ourselves on using high-quality materials and traditional techniques, ensuring that every item not only meets the highest standards.

• What materials are used in the production of your products?

To make our products, we source materials locally, opting for wood from a nearby sawmill. This not only supports our local economy but also ensures that we maintain a low carbon footprint in our production process. Each piece of wood is carefully selected for its quality and sustainability, reflecting our commitment to environmental stewardship.

We use only high-quality birch plywood from a leading plywood producer, certified in EU for safe use at home. Our products are finished with environmentally friendly oil wax based on natural ingredients, safe for kids.

In our quest for sustainability, we also make use of any leftover materials, repurposing them into smaller items. This zero-waste philosophy is at the heart of our mission to create a positive impact on our environment.

Shipping

• How long does it take to receive my order?

Once your order has been placed through our website, you will receive an order confirmation via email. Your order is then added to the production queue and fulfilled as soon as possible. The production time may vary depending on the complexity of the piece, but we strive to deliver your order within 4-6 weeks.

Returns & Refund

• Can I cancel or alter my order?

Yes, you can cancel or alter your order within a 24 hours period from the time of purchase. After this time, we will not accept cancellations or alterations.

• What is your return policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it and unused. You'll also need the receipt or proof of purchase.

• How can I return my order?

To start a return, please contact us at chris@ziemstudio.com. Please note that returns will need to be sent to the Ziem Studio Warsaw / Poland address. If your return is accepted, we'll provide you with a return shipping label and instructions on how and where to send your package.

• Are shipping charges refundable?

Any shipping charges, customs/import taxes, or VAT are non-refundable from the seller. The customer is responsible for any return shipping fees, and the fee will be deducted from the monetary refund.

• What if my order arrives damaged or defective?

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at chris@ziemstudio.com. We will evaluate the issue and find the best solution.

• Are there any items that cannot be returned?

Certain types of items cannot be returned, such as custom products (special orders or personalized items). If you have any questions or concerns about your specific item, please get in touch with us.

• How long does it take to receive a refund?

We will notify you once we've received and inspected your return. If the refund is approved, you'll be automatically refunded on your original payment method within 5 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.