Frequently Asked Question

Our estimated delivery time is 2-8 days. We recommend tracking https://wooden.city/track-your-order/ your order using the provided tracking number. If you have any further concerns, please contact our support team: support@wooden.city.

Once your order is shipped, we provide you with a tracking number. You can use this number to track the status of your delivery here on our website: https://wooden.city/track-your-order/

It is likely that the issue arose with the courier service. You can reach out them for support and assistance. Alternatively, you can email us, and we will handle it for you: support@wooden.city.

We are sorry for the inconvenience. Please visit this https://wooden.city/p/lost-or-broken-part-request/ and fill out the special form to order the missing or damaged piece. Our team will assist you in resolving the issue as quickly as possible. 

Building wooden models and puzzles can sometimes be challenging. If you encounter any difficulties or have questions during the assembly process, we recommend referring to the assembly instructions included with the product. Additionally, you can reach out to our customer support team for assistance and guidance support@wooden.city. They will be happy to help you overcome any challenges you may face.

We understand your request to consolidate your orders. Please reach out to our customer support team at https://wooden.city/contact-us/ (as soon as possible) with the order numbers you wish to combine. Our team will assist you in merging the orders into a single shipment whenever possible.

We understand that mistakes can happen, such as selecting the wrong item, incorrect quantity, or shipping address, please contact our customer support team immediately at support@wooden.city. Provide them with your order details and the necessary corrections or changes you would like to make. Our team will do their best to assist you and ensure that your order is adjusted accordingly. 

If you need to cancel or make changes to your order, please contact us as soon as possible support@wooden.city. We will do our best to accommodate your request, depending on the order’s status and any applicable policies. 

Yes, our products are suitable for children aged 7 and above. While they can enjoy assembling our wooden models and puzzles on their own, parents can always lend a helping hand. It’s a great activity that can engage the whole family and provide an enjoyable experience for everyone.

Everything you need is already included in the product package.

Unfortunately, we do not offer gift wrapping services. However, our packaging is designed to be gift-ready, so you can present it as a beautiful gift without any additional wrapping.

Absolutely! While we do not provide gift wrapping, you can add a personalized message to your order. During the checkout process, there will be an option to include a gift message. Simply enter your desired message, and we will include it with the package.

If you are a blogger and would like to collaborate with us please contact us at this link https://wooden.city/contact-us/. If you have any special requirements or questions regarding your order as a blogger, please contact our customer service team at support@wooden.city.

Absolutely! Our products proudly carry both FSC and CE certifications, ensuring their adherence to sustainable forestry practices and compliance with European safety standards.

Unfortunately, we only create custom models for orders of 5000 units or more. If you’re interested in placing a custom order, please contact us at office@wooden.city.

Yes, we can create a puzzle based on your photo. Please use the form on this page: https://wooden.city/p/build-your-custom-puzzle/

Yes, absolutely. Our development team has worked diligently to create comprehensive and user-friendly instructions for each model. If you encounter any difficulties, feel free to reach out to our support team for assistance support@wooden.city.

Absolutely! You can choose from a range of difficulty levels indicated on each product card. Additionally, we are here to assist you with any challenges you may encounter at every step of the way.

The delivery time for your puzzle is typically 2-8 days. Within Europe, it usually takes just a couple of days for the puzzle to reach you.

We ship our products worldwide. However, please note that there may be certain exceptional circumstances or force majeure events that could affect shipping to specific locations. If you have any concerns about shipping to your country, please reach out to our customer support team, and they will provide you with the most up-to-date information regarding shipping availability. support@wooden.city

Yes, you can place an order and request a delayed shipment. During the checkout process, there will be a section for additional information or special instructions. Please provide the desired shipping date or any specific instructions regarding the delayed shipment in that section. Our team will ensure that your order is shipped according to your requested timeframe.

We strive to process and ship orders as quickly as possible, usually within 1-2 days.

At Wooden.City, we have a customer-friendly return policy. If for any reason you are not satisfied with your purchase, you can return the item within a specified timeframe. Please make sure the item is unused, in its original packaging, and accompanied by the proof of purchase. Once we receive the returned item, we will initiate the refund process. For more detailed information, please refer to our ” Returns and Refunds” page  on our website.

Please send your item to the following address: Robotnicza 70E, 53-608 Wroclaw, Poland. Include your information and order details with the return. Once we receive the item, we will refund your money. If you have any questions, please contact us at support@wooden.city.

We accept various forms of payment, including credit cards (Visa, MasterCard, American Express), PayPal, and bank transfers.

We automatically send out invoices for every order placed. You will receive the invoice via email or included in your shipment.

Yes, we regularly run promotions and sales where discounts are offered on our products. Stay tuned to our website and subscribe to our newsletter to stay informed about all the latest promotions and special offers.

We are happy to say YES! We value our loyal customers and offer exclusive discounts and rewards as a token of our appreciation. It’s our way of saying thank you for choosing our products.

That’s great! We provide unique gifts for employees, custom photo puzzles, souvenirs, and much more. To discuss the details and explore our corporate gifting options, please contact us at office@wooden.city.

That’s fantastic! We offer highly favorable partnership opportunities, including competitive terms, bonus programs, and more. To get more information and discuss the details, please reach out to us at office@wooden.city.