Shipping and Delivery
Delivery countries
We currently deliver to all countries within the European Union. Delivery to countries outside the EU may be available on request — please contact us at customercare@otfriedstudio.com.
Dispatch and delivery times
Orders are dispatched from our workshop in Moravia, Czech Republic within 1 to 6 business days of order confirmation. As parcels are collected from our workshop on a periodic rather than daily pickup schedule, dispatch times can vary within this window. During public holidays, dispatch may take longer.
Once dispatched, typical delivery times from the date of dispatch are:
- 1 to 2 business days within the Czech Republic and neighbouring countries (Slovakia, Austria, Poland, Germany)
- 2 to 4 business days to Denmark and most of Western and Northern Europe
- 3 to 6 business days to Southern and South-Eastern Europe and the Baltic states
These are indicative timeframes based on standard EU parcel carrier estimates and may be affected by circumstances outside our control.
Shipping costs
Shipping costs are calculated based on the delivery country and the size and weight of the products in your order. The applicable shipping cost is shown at checkout before you confirm your order.
How to return my order
Otfried accepts returns within 14 days of receiving your order. To start a return, simply email customercare@otfriedstudio.com with your order number within this 14-day window — this counts as your notice of withdrawal. Once you've let us know, you then have a further 14 days to send the item back to us.
Please return items in their original packaging where possible, and in the condition you received them. This helps us process your return quickly and avoid a deduction for damage caused in transit.
We'll confirm your return by email and send you the return address. Return shipping is at your own expense, and return labels aren't included with the order — we recommend using a tracked service, so you can prove dispatch if there's ever a question about your return. Otfried does not accept responsibility for products lost during return shipping, so please keep your postage receipt and tracking number as proof that the package was sent.
You're welcome to inspect your piece as you would in a shop — checking its features, finish, and function. If it's handled beyond this, or returned damaged, soiled, or altered, we'll still process your return, but the refund will be reduced to reflect the loss in value. In cases of significant wear or damage, this deduction may be substantial. We'll always explain our reasoning before finalising a reduced refund.
Can I return part of my order?
Yes. You may return the full order or only part of it. Email customercare@otfriedstudio.com with your order number and specify which items you'd like to return. Note that the standard delivery cost is only refunded when you return your entire order.
If you're unsure whether a piece is right for you, feel free to email us before returning — sometimes a small conversation is all a piece needs.
Do you offer exchanges?
Not currently. To swap a piece, please return the original for a refund and place a new order for the piece you'd prefer.
When will I receive my refund?
We send confirmation of receipt within two business days of your return arriving at the workshop. Your refund is issued to the payment method used at checkout within 14 days of us receiving your return (or of receiving proof that you've sent it, if that comes first, per Danish and EU law) — in practice, funds typically reach your account within about 10 business days of the item arriving at the workshop.
We refund the full amount paid for the returned products. If you're withdrawing from your entire order, the original standard delivery cost is included in the refund. Return shipping remains at your own expense.
Damage, loss, or the wrong item
If your order arrives damaged, doesn't arrive within a reasonable time, or the wrong piece has been sent, please email customercare@otfriedstudio.com with photos of the damage and, where possible, of the packaging. Letting us know within 7 days of receipt (or of the estimated delivery date, if your order hasn't arrived) helps us act quickly and arrange things with the carrier — if you notice a problem later, please still get in touch, as this doesn't affect your rights.
We'll arrange a replacement or a full refund at no cost to you, including return shipping.
What about a defect discovered later?
Under Danish law (reklamationsret), you have 2 years from receipt to raise a claim for a manufacturing or material defect present at the time of delivery.
If a defect appears within this period, please email customercare@otfriedstudio.com with photos and a description. We'll assess the piece and, where the complaint is valid, repair, replace, refund, or reduce the price in accordance with Danish law. Return shipping in these cases is covered by us.
The right of complaint does not cover normal wear from ordinary use, damage from misuse, changes in colour or tone that occur naturally over time (including as a result of light exposure or ageing of the wood), small handmade imperfections that are characteristic of a piece finished by hand, or the natural variation in wood grain, colour, and finish that is part of solid wood as a material.
Full details on withdrawal, refunds, and returns are set out in our Terms and Conditions.