FAQ

QUESTIONS & ANSWERS

ORDER & SHIPPING

HOW DO YOU SHIP ORDERS?

In order to protect the environment and to avoid unnecessary CO2 emissions, we ship all KERBHOLZ products CO2-neutral via DHL GoGreen as soon as we receive your payment.

WHAT ARE THE SHIPPING COSTS?

Germany: FREE*
Europe: FREE*
The shipping costs for all other countries can be found here.

*for all purchases from 89€, otherwise 4,90€

WHAT COUNTRIES DO YOU DELIVER TO?

A list of countries we deliver to can be found here.

HOW WILL I GET INFORMED ABOUT THE DELIVERY STATUS?

Once you have placed your order, we will send you a confirmation email followed by a dispatch confirmation containing a tracking number. Your tracking number will be able to provide up to date information on the status of your order as soon as we send you the shipping confirmation.

WHEN DO I GET MY ORDER?

From the moment of payment, the standard delivery time within Germany is 1-3 days and 2-3 days within the rest of the EU.
Deliveries to the rest of the world can take up to 14 days.

CAN I HAVE MY ORDER DELIVERED TO A PACKING STATION?

Unfortunately this is currently not possible. But we are working on it so that you can have your KERBHOLZ delivered to packing stations in the future.

CAN I CHANGE MY ORDER AFTERWARDS?

Unfortunatelly not. In order to keep the processing time for all customers as short as possible, an order that has been successfully transmitted to us cannot be changed.

I HAVE A PROBLEM WITH MY ORDER - WHAT NEXT?

Please contact our customer support.

WHAT ARE THE ADVANTAGES OF A CUSTOMER ACCOUNT?

For our best service and the latest offers, we recommend you to create a customer account. Here you have an overview of current and past orders and also benefit from simple return registration and special promotions.

PAYMENT & GIFT CARDS

MY DISCOUNT CODE DOES NOT WORK - WHY?

Discount codes (e.g. for newsletter registration) do not apply to reduced goods and cannot be combined with other discount codes or gift cards. Therefore you will get an error message if you try to redeem it.

HOW CAN I PAY?

We are offering the following payment methods:
- Paypal
- Credit card (Mastercard & Visa)
- Sofort bank transfer
- Purchase on account with KLARNA

WHERE CAN I FIND MY INVOICE?

You will receive your invoice by e-mail. If you have a customer account, you will also find all your invoices in your account.

ARE THERE KERBHOLZ GIFT CARDS?

Oh yes! To order a gift card click here.

HOW DO I REDEEM A GIFT CARD OR DISCOUNT CODE?

During the checkout process. Just enter the promo code or the code from your gift card, apply and you are done!

RETURNS, CLAIMS & WARRANTY

WHAT IS THE DIFFERENCE BETWEEN RETURNS AND CLAIMS?

Well, good question. A claim means that you like to send us a damaged product, whereas a return means you want to send back your product for any personal reason (not matching your expectation, not fitting etc.)

RETURNS

HOW CAN I RETURN MY ORDER?

If you are not happy with your order for any reason you can send it back to us. For reasons of sustainability, we do not offer free return shipping. We at KERBHOLZ want to make a sustainable contribution to climate protection and avoid increasing CO2 emissions unnecessarily - that's why we want to keep the number of returns as low as possible.
If you would like to return the package at your own expense, please send it back to:

vierfreunde GmbH
Wilhelm-Mauser-Straße 14-16
50827 Köln
Deutschland

We strongly recommend that you return these items insured. It would be annoying if something goes wrong.

Also, keep the proof of delivery carefully until you have received the refund from us and we have confirmed receipt of the return.

HOW LONG CAN I RETURN MY ORDER?

All products purchased from our shop may be returned within 60 days of receipt of delivery. If you wish to find out more on consumer withdrawal, please click here

DID YOU RECEIVE MY RETURN?

By sending your return insured (what we strongly recommend!) you can track whether we received the package by using your tracking number. After receipt of the return (Monday to Friday) in our logistics centre, a return receipt will be issued after the goods have been inspected. This will be sent to you by e-mail. The credit amount is automatically returned to you with the payment method you used to pay us. Bank transfers can take 2-3 days.

WHEN DO I GET MY MONEY BACK?

As quick as possible – but depending on the entrance of your return and our internal processing it can take up to 14 days. Of course we are trying to refund your money in a shorter period of time.

CLAIMS

HOW DO I CLAIM A PRODUCT?

If you want to claim your product, please register it here.

CAN I HAVE MY PRODUCT REPAIRED?

To find out why your product isn't working properly, we first need to have a look at the damage. Please register your claim here.

CAN I GET SPARE PARTS?

Absolutely! Please contact us via our service form to let us know what exactly your KERBHOLZ needs.

WARRANTY

HOW LONG IS THE WARRANTY?

With our "feel-good-guarantee”, we offer an 18-months-guarantee on the promoted product. Exclusively for watches and sunglasses purchased in our online shop (www.kerbholz.com) we guarantee an additional duration of 6 months on top of the above mentioned guarantee. Thus, the overall duration of our “FEEL-GOOD-GUARANTEE” increases to 24 months. For more information click here.

PRODUCT INFORMATION

HOW DO I CARE FOR MY KERBHOLZ?

Wood is a living material: KERBHOLZ watches, glasses and jewellery are exposed to natural environmental influences, such as sweat and water, which give them their own unique touch. However, it doesn’t hurt to treat your KERBHOLZ glasses or watch with beeswax now and again and to follow the care instructions on the box. Under no circumstances should you allow your product to come into contact with solvents or alcohol.
If you have one of our watch models with a leather strap, it is a good idea to treat it regularly with leather care to preserve its color and structure.

Click here to discover our tips & tricks so that you can enjoy your KERBHOLZ for the longest time.

WHAT HAPPENS IN CASE OF WATER CONTACT?

All KERBHOLZ products are coated with light, clear natural varnish that is resistant to sweat and splash-water. The treatment makes our products stable and weather-resistant. Nevertheless, wood is a natural product, which doesn't like it wet - therefore you should take it off when showering, bathing or swimming. We also advise against storing them in the bathroom.

After frequent contact with salt water and the sun, the wood of your watch or glasses should be treated with beeswax in order to preserve its color and natural resistance. Water splashes are not generally a problem for KERBHOLZ watches, although you should avoid contact with water as a rule. Our watches are not waterproof.

I'M ALLERGIC. IS NICKEL OR COPPER USED IN KERBHOLZ PRODUCTS?

KERBHOLZ products are generally well-suited to people with allergies. If you have any questions about the materials used to manufacture our products, please do not hesitate to contact us.

DOES THE GRAIN OF MY KERBHOLZ DIFFER FROM THE GRAIN IN THE PICTURE?

The use of natural wood results in an individual grain and coloration for each of our products, which cannot be influenced by us and can deviate slightly from the product images in the shop. A reason to be happy, because your product is truly unique!

As wood is a living material, it will change over time as a result of natural environmental influences and acquire its very own patina.

ARE THE MODELS AVAILABLE IN DIFFERENT SIZES?

All KERBHOLZ watches and glasses are unisex. The glasses are one-size-fits-all as the spring hinges allow the glasses to sit comfortably on almost every head. The watches can be adjusted to fit every wrist.

The measurements of the individual models are available in the product information on our homepage.

WATCHES

HOW DO I CHANGE THE BATTERY OF MY WATCH?

The batteries of our KERBHOLZ watches can be changed by any watchmaker.

HOW DOES MY MULTIFUNCTIONAL WATCH/ MY CHRONOGRAPH WORK?

You can find individual instructions for almost every watch as a PDF download on the respective product page.

HOW CAN I ADJUST THE LENGTH OF MY FULLY WOODEN WATCH?

With a fully wooden watch, you may have to adjust the length of your bracelet to fit you perfectly. The best way to do this is to go to a watchmaker.
Alternatively, you can try it yourself with the help of a pintool that is available in our shop.
You can find instructions here. It is important that you only use original accessories when adjusting your watch. These are included in the box. If you have lost them, you can order more here.

Note: Damage caused by unauthorized changes is unfortunately not covered by the warranty.

ARE THERE SPARE WRISTBANDS FOR MY WATCH?

Yes! You'll find different spare straps for each watch here. You couldn't find the right one? Please contact our customer support.

SUNGLASSES

IS IT POSSIBLE TO USE CORRECTIVE LENSES IN YOUR WOODEN GLASSES?

Thanks to our sophisticated lamination process which combines numerous layers of extremely thin wood veneer, our wooden glasses are flexible yet stable, which makes it possible for any optician to adjust them to suit your vision and head. Corrective lenses, including ground lenses, are not available directly from the shop.

WHAT KIND OF GLASS DO YOU USE IN YOUR WOODEN GLASSES?

All of our sunglasses are supplied by the manufacturer Carl Zeiss Vision with UV 400, tint category 3 lenses.

INTERIOR

HOW LOUD IS THE TICKING OF YOUR WALL CLOKKS?

Don't worry! Our wall clocks are absolutely soundless.

SUSTAINABILITY

WHY ARE YOU AN ECO-FRIENDLY BRAND?

We at KERBHOLZ want to make a sustainable contribution to climate protection and avoid CO2 emissions as well as possible to ensure the future of our children and grandchildren. Sustainability - this means for us as a company not only to rely on fair production and natural materials, but also on the longevity of our products. Moreover, we donate 1€ with every purchase of a KERBHOLZ product to an organization you can choose.

You want to learn more about our engagement? Click here.

WHAT SOCIAL PROJECTS DO YOU SUPPORT?

Through our initiative ONE FOR THE PLANET we donate 1€ with every purchase of a KERBHOLZ product to an organization you can choose. Currently, we are working together with three organizations:

- Plant For The Planet Foundation
- One Earth – One Ocean e.V.
- Bienenretter e.V.

We would love to tell you more about our cooperations – click here.

WHERE DO YOU SOURCE THE WOOD USED TO MANUFACTURE KERBHOLZ PRODUCTS? IS IT CERTIFIED?

The wood is largely sourced from Asia and Africa. All wood used for our glasses is certified; only the maple wood (from Canada) is currently certified in the watches. As a rule, we do not use any endangered species of wood. The wood terms we give our products are artistic names, i.e. they do not correspond to the correct botanical terms for the wood species. The correct botanical name can be found in the product information of each individual model.

WHY DON’T YOU USE CERTIFICATES?

As our manufacturer also processes non-FSC-certified wood FOR OTHER companies, they are not authorised to use the Certificate. As the certification must be seamless, we are also not authorised to use the logo as a consequence.

ARE KERBHOLZ PRODUCTS FULLY VEGAN?

With the exception of genuine leather straps, all KERBHOLZ products are fully vegan.

WHY ARE KERBHOLZ PRODUCTS MANUFACTURED IN CHINA? HOW RESPONSIBLE CAN THE PRODUCTION THERE EVEN BE?

The majority of our watches are produced at the exciting city Shenzhen in South China - a hight-tech metropole with green ambitions. Since the beginning of KERBHOLZ we attach high value to fair conditions for our production partners and see them as part of our big family and therefore treat them like that. That's why we meet regularly with our partners, chat about news and develop exciting ideas and projects together.

Not convinced? Click here to see photos from our last visit in Shenzhen

OTHER

CAN I BUY MY KERBHOLZ OFFLINE?

Our products are not available in any exclusive KERBHOLZ shop, but you can buy them from many other retailers. You will soon find a list of retailers in our online shop.

I HAVE A SHOP AND AM INTERESTED IN KERBHOLZ PRODUCTS.

We are always happy to hear about interest in our products. Fabian handles our correspondence with retailers and can be reached at this email address: fraguns@kerbholz.com

HOW CAN I UNSUBSCRIBE FROM NEWSLETTER?

Simply scroll down all the way in one of your newsletter emails. At the end of the email you will find the Unsuscribe-Button.

WHAT TERMS AND CONDITIONS APPLY TO COMPETITIONS ON FACEBOOK AND INSTAGRAM?

FACEBOOK

1. Applicability
These terms and conditions of participation apply to all competitions held by vierfreunde GmbH, Wilhelm-Mauser-Strasse 14–16, 50827 Cologne, Germany (the ‘Organiser’). By participating in a competition, each participant acknowledges these terms and conditions of participation. This competition is not associated with Facebook. It is in no way sponsored, supported or organised by Facebook and does not establish any legal claims with regard to Facebook. All information provided as part of this competition is provided exclusively by the Organiser.

2. Participation
2.1 All natural persons of at least 18 years of age are entitled to participate in their own name. Participants aged 16 who are not yet of age may only take part in the competition with the permission of a parent or guardian.
2.2 Minors under the age of 16 and legally incompetent persons may not participate in competitions.
2.3 The Organiser reserves the right to disqualify anyone who infringes against these terms and conditions of participation or who does or intends to gain an advantage over other participants by unfairly influencing or manipulating the competition. In such cases, the Organiser can also retroactively disqualify participants from the competition and revoke and recall prizes.
2.4 Participants may only participate within the deadline set out by the description of the competition. Each participant may only take part once in a competition.
2.5 Employees of the Organiser and employees of the companies involved in the competition, including their relatives, may not participate in the competition.

3. Execution of the competition
3.1 To participate in the competition, a participant must post a comment or photo on the Facebook page of the Organiser; the competition page specifies what exactly a participant is required to do. If participation in the competition is subject to any other requirements, this shall also be specified in the rules of participation of the competition. The competition shall be carried out in the period specified. All participants who meet the requirements of sections 2 and 3 by the date of the prize draw shall be included in the competition. The winner shall be selected at random immediately upon the expiry of the competition entry deadline.
3.2The prize may not be changed or exchanged for cash. The prize cannot be transferred.

4. Prize draw
4.1 The Organiser shall inform the winner by email. With regard to the prize, every notified participant is obliged to inform the Organiser of whether or not they will accept the prize within four weeks of receiving the prize notification. If the Organiser does not receive such a notification within this deadline, the winner will no longer be able to accept the prize and the Organiser reserves the right to select and notify another winner.
4.2 If the contact information provided by the participant is incorrect (e.g. the email address), the Organiser is not obliged to find the correct information. The participant must bear any disadvantages resulting from the provision of incorrect contact information (e.g. an incorrect email address).

5. Liability for defects
The Organiser can only be held liable for damage suffered by the winner due to material defects and/or defects of title in cases of malice, intent or gross negligence. Otherwise, the Organiser cannot be held liable for material defects and/or defects of title.
6.Premature termination, adjustment or alteration of the competition The Organiser is entitled to terminate, adjust or alter the competition at any time, without prior notice and without providing a reason if, for technical or legal reasons, the due execution of the competition cannot be guaranteed without such measures.

7. Data protection
7.1 The Organiser shall use the data provided by participants for the purposes of participation in the competition in order to execute the competition. You can send a message using the contact information below to object to the storage and use of your data for this purpose at any time.
7.2 The Organiser reserves the right to publish the name of the winner on a competition page unless the winner has objected to this.
7.3 At the written request of the participant, the Organiser shall provide information on what personal data of the participant has been stored; at this point the participant can have this data corrected.

8. Intellectual property/licences/indemnification agreement
8.1 The participant affirms that none of the images they publish violate third-party rights, and that the participant is solely entitled to utilise the rights to the published images without restriction and without being affected by third-party rights. Furthermore, the participant affirms that they have not utilised the rights in any way that might conflict with these terms and conditions of use, and that they have no intention of doing so.
8.2With regard to the published images, the participant grants the Organiser a non-exclusive right of use, unrestricted by time or region, with regard to all types of use for publication both on the Facebook competition page and on our website. Furthermore, the participant grants the Organiser the right to grant non-exclusive sublicences. Additionally, the participant grants the Organiser the right to process images submitted by the participant; this entitles the Organiser to employ analogue, digital and other processing methods to process and/or convert the original image with consideration for copyright law.
8.3If the participation breaches the copyrights, intellectual property rights, trademarks, or other protective rights of a third party, the participant undertakes to fully indemnify the Organiser against all legitimate claims of that third party arising from the rights violation. In this regard, the participant is also obliged to pay the costs of the necessary legal defence, including all legal and lawyer’s fees, unless the participant was not responsible for the rights violation.

9. Applicable law. All legal relationships of the parties are subject to the law of the Federal Republic of Germany. This choice of law only applies to consumers in so far as the protection is not withdrawn by mandatory provisions of the law of the country in which the consumer is habitually resident.

INSTAGRAM

1. Applicability
These terms and conditions of participation apply to all competitions held by vierfreunde GmbH, Wilhelm-Mauser-Strasse 14–16, 50827 Cologne, Germany (the ‘Organiser’). By participating in a competition, each participant acknowledges these terms and conditions of participation. This competition is not associated with Instagram. It is in no way sponsored, supported or organised by Instagram and does not establish any legal claims with regard to Instagram . All information provided as part of this competition is provided exclusively by the Organiser.

2. Participation
2.1 All natural persons of at least 18 years of age are entitled to participate in their own name. Participants aged 16 who are not yet of age may only take part in the competition with the permission of a parent or guardian.
2.2 Minors under the age of 16 and legally incompetent persons may not participate in competitions.
2.3 The Organiser reserves the right to disqualify anyone who infringes against these terms and conditions of participation or who does or intends to gain an advantage over other participants by unfairly influencing or manipulating the competition. In such cases, the Organiser can also retroactively disqualify participants from the competition and revoke and recall prizes.
2.4 Participants may only participate within the deadline set out by the description of the competition. Each participant may only take part once in a competition.
2.5 Employees of the Organiser and employees of the companies involved in the competition, including their relatives, may not participate in the competition.

3. Execution of the competition
3.1 To participate in the competition, a participant must post a comment or photo on the Instagram page of the Organiser; the competition page specifies what exactly a participant is required to do. If participation in the competition is subject to any other requirements, this shall also be specified in the rules of participation of the competition. The competition shall be carried out in the period specified. All participants who meet the requirements of sections 2 and 3 by the date of the prize draw shall be included in the competition. The winner shall be selected at random immediately upon the expiry of the competition entry deadline.
3.2The prize may not be changed or exchanged for cash. The prize cannot be transferred.

4. Prize draw
4.1 The Organiser shall inform the winner by email. With regard to the prize, every notified participant is obliged to inform the Organiser of whether or not they will accept the prize within four weeks of receiving the prize notification. If the Organiser does not receive such a notification within this deadline, the winner will no longer be able to accept the prize and the Organiser reserves the right to select and notify another winner.
4.2 If the contact information provided by the participant is incorrect (e.g. the email address), the Organiser is not obliged to find the correct information. The participant must bear any disadvantages resulting from the provision of incorrect contact information (e.g. an incorrect email address).

5. Liability for defects
The Organiser can only be held liable for damage suffered by the winner due to material defects and/or defects of title in cases of malice, intent or gross negligence. Otherwise, the Organiser cannot be held liable for material defects and/or defects of title.
6.Premature termination, adjustment or alteration of the competition The Organiser is entitled to terminate, adjust or alter the competition at any time, without prior notice and without providing a reason if, for technical or legal reasons, the due execution of the competition cannot be guaranteed without such measures.

7. Data protection
7.1 The Organiser shall use the data provided by participants for the purposes of participation in the competition in order to execute the competition. You can send a message using the contact information below to object to the storage and use of your data for this purpose at any time.
7.2 The Organiser reserves the right to publish the name of the winner on a competition page unless the winner has objected to this.
7.3 At the written request of the participant, the Organiser shall provide information on what personal data of the participant has been stored; at this point the participant can have this data corrected.

8. Intellectual property/licences/indemnification agreement
8.1 The participant affirms that none of the images they publish violate third-party rights, and that the participant is solely entitled to utilise the rights to the published images without restriction and without being affected by third-party rights. Furthermore, the participant affirms that they have not utilised the rights in any way that might conflict with these terms and conditions of use, and that they have no intention of doing so.
8.2With regard to the published images, the participant grants the Organiser a non-exclusive right of use, unrestricted by time or region, with regard to all types of use for publication both on the Instagram competition page and on our website. Furthermore, the participant grants the Organiser the right to grant non-exclusive sublicences. Additionally, the participant grants the Organiser the right to process images submitted by the participant; this entitles the Organiser to employ analogue, digital and other processing methods to process and/or convert the original image with consideration for copyright law.
8.3If the participation breaches the copyrights, intellectual property rights, trademarks, or other protective rights of a third party, the participant undertakes to fully indemnify the Organiser against all legitimate claims of that third party arising from the rights violation. In this regard, the participant is also obliged to pay the costs of the necessary legal defence, including all legal and lawyer’s fees, unless the participant was not responsible for the rights violation.

9. Applicable law. All legal relationships of the parties are subject to the law of the Federal Republic of Germany. This choice of law only applies to consumers in so far as the protection is not withdrawn by mandatory provisions of the law of the country in which the consumer is habitually resident.

Still questions? Feel free to contact our customer support!