FAQ
On this page, you’ll find a collection of frequently asked questions. Don’t see your question here? Feel free to reach out to us personally.
Order
How can I place an order with you?
Simply online via our shop. Select the desired product, add personalization if applicable, and place it in the shopping cart. Checkout is secure and encrypted.
Can I change or cancel my order afterwards?
As long as the order has not yet gone into production, changes are possible. Please contact us as soon as possible with your order number.
Personalized products are excluded from withdrawal once production has started (§ 312g (2) No. 1 BGB).
Shipping & Delivery
How long does delivery take?
The delivery time consists of production time + shipping time:
• 1–2 business days (standard products)
• up to 15 business days for certain products or promotions (exact times are listed on the respective product page.
Shipping time (after production):
• Germany: approx. 2–4 business days
• EU countries: approx. 2–8 business days
For orders with multiple items, the delivery time is based on the product with the longest production time.
See our detailed Shipping Information.
How much are the shipping costs?
- Within Germany: €5.79 – free shipping for orders above €95
- EU countries: €15.99
- Switzerland: CHF 15
The exact shipping costs are calculated during checkout.
How is shipping handled?
We ship exclusively with DHL as an insured parcel with tracking, directly from our location in Münster, Germany.
Do you offer international shipping?
Yes, we deliver within the EU and Switzerland. Please note that for deliveries outside Germany, additional customs duties, taxes, or fees may apply.
Products
Why does my wooden product look different from the pictures?
Wood is a living and unique material – each piece tells its own story. Since every tree is one of a kind, the grain, color, and structure of the wood we use also vary. Small knots, fine cracks, or slight color differences are not defects but highlight the natural beauty and uniqueness of your product.
These individual characteristics make each of our pieces a true original. Therefore, your product may not look exactly like the photos – and that’s intentional! Over time, wood continues to evolve, influenced by light, temperature, and humidity. This natural process makes your product even more characterful as the years go by.
At von der Factory, we celebrate the natural diversity of wood – every detail makes your product truly special.
Where are your products made?
Every product is handcrafted in our manufactory in Münster, Germany. Certain electronic components, such as chips and control elements, are sourced from selected international partners. After thorough testing, they are integrated into our designs to ensure they meet our high standards.
We combine traditional craftsmanship with modern design and innovative technologies to create unique pieces that are both functional and artistic.
Can your products be personalized or customized?
Yes, many of our products can be personalized or even individually customized. Whether it’s a personalized message on our serving boards or a custom motif for one of our Prismis wall art pieces – we offer numerous ways to tailor your product to your wishes.
Even within our collections such as Lignulux or Kantéa, individual adjustments can be made so that your piece is not only functional but also truly personal. Feel free to contact us to learn more about the personalization options!
General
Do you offer custom projects?
Yes, we love bringing individual projects and ideas to life. Whether it’s tailor-made home accessories or custom designs for commercial spaces – we work closely with our clients to develop unique and personalized solutions.
How can I contact you?
You can reach us easily via our Contact Form, by e-mail at info@vonderfactory.de, or by phone at +49 251 44130. Our team is available Monday to Saturday, from 9:00 a.m. to 6:00 p.m. (CET).
Can I view the products on-site?
Yes, we have a display window at Roggenmarkt 5 in Münster, Germany, where some of our products are exhibited. You are welcome to get a first impression of our handcrafted design pieces there.
If you would like to take a closer look at a specific product, we also offer viewing appointments by arrangement. Simply contact us to schedule a visit – we look forward to presenting our work to you in person!
Where can I find information about cancellation and returns?
Didn’t find the answer you were looking for?
We’re here to help! If you didn’t find the information you needed in our FAQs, please don’t hesitate to contact us directly.