Help & Info

Shipping & Delivery

All orders are processed within 2–4 business days after payment is received. Orders are not shipped on weekends or public holidays. If we experience a high volume of orders or any delay due to exceptional circumstances, we will notify you promptly.

We ship worldwide from our location in Poland (EU). Whether you’re in Europe, North America, Asia, or beyond, we strive to ensure your tonewood reaches you safely and efficiently.

Shipping costs are calculated at checkout based on your location, the size, and the weight of your order. We use trusted courier services (such as DPD, FedEx, UPS, DHL, or Polish Post) to ensure reliable delivery.

Poland (Domestic): 1–3 business days
European Union: 3–7 business days
International (USA, Canada, Asia, etc.): 5–14 business days

Please note that delivery times are estimates and may vary depending on customs and local carriers.

All tonewood is carefully packed to protect against damage during transit. We use secure, eco-conscious packaging where possible and take special care to maintain wood integrity during shipping.

For international orders outside the EU, import duties, taxes, and charges may be applied by your local customs office. These charges are the responsibility of the buyer and are not included in the product or shipping costs. We recommend checking your country’s import policies before ordering.

For EU customers, no additional customs fees apply.

Once your order is shipped, you will receive a confirmation email with a tracking number so you can follow the delivery progress.

If your order arrives damaged, please contact us immediately with photos of the packaging and the product. We’ll work with you to resolve the issue promptly. If a shipment is lost in transit, we will initiate an investigation with the carrier.

If you have any questions about shipping or require a custom delivery arrangement, feel free to contact us at [info@stradiva.pl].

Returns & Refunds

We want you to be completely satisfied with your purchase. If for any reason you are not, you may request a return under the following conditions:

The return request must be made within 14 days of receiving your order.
The item must be unused, unmodified, and in the same condition that you received it.
The item must be returned in its original packaging to ensure safe transport.

To initiate a return, please contact us at [your email address] with your order number and the reason for the return. We will provide you with instructions on how and where to send your return.

If the return is due to our error (e.g., wrong item sent, damaged product), we will cover the return shipping costs.
If the return is due to buyer preference (e.g., change of mind), the buyer is responsible for the return shipping costs.

We recommend using a tracked shipping service when sending items back, as we cannot guarantee receipt without tracking.

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–7 business days via your original method of payment.
Please note:
- Shipping costs are non-refundable unless the return is due to our error.
- Custom or special-order items may not be eligible for return unless they arrive damaged or defective.

If your order arrives damaged or you received the wrong item, please contact us within 3 days of delivery with clear photos of the issue. We will work quickly to replace the item or issue a refund.

Due to the nature of the product, the following are non-returnable:
- Wood that has been cut, sanded, glued, or otherwise modified
- Items returned more than 14 days after delivery
- Items sold as “clearance”, “as-is”, or marked non-returnable