How do I track my order?

Once your slab is shipped from the partner yard, we email you a tracking number. You can also enter your order number and email on the Track page to see status, payment authorization, and shipping events.

Your card is authorized — not captured — at checkout. We capture payment only when the partner yard confirms the slab and a shipment is created. If the order is cancelled before shipping, the authorization is released automatically.

Can I return a slab if it is not what I expected?

Every slab is a one-of-a-kind natural piece, photographed and measured before listing. We accept returns for damage in transit or material misrepresentation. See the returns and warranty policy for the full process and timelines.

How is the slab measured?

Each slab is captured at the partner yard with a tool that produces an outline polygon, length, width, thickness, and width stations at 25/50/75%. The listing shows the measured outline and dimensions, so you can design against the real shape of the piece.

We ship across the EU starting from Bulgaria. Each store on the site has its own pricing, VAT, and shipping provider. The country shown at checkout is the only country we ship to in that session.

Will moisture and dimensions change after delivery?

Moisture is measured at listing and can drift ±2% by delivery as the slab acclimatises. Kiln-dried hardwood also moves ±1% with humidity in your workshop. Dimensions are measured at the time of capture.

KORENAs kundeservice

Én kunde ad gangen. Sådan skal kundeservice også føles.

Hvis noget ikke virker, som det skal, en forsendelse ser ud til at være forsinket, eller en planke ikke svarer til beskrivelsen, er den hurtigste løsning enkel: Send os en e-mail med dit ordrenummer og emne-id'et fra QR-mærket, så finder vi en løsning.

Send en e-mail til office@korena.eu Spor din ordre

Sådan får du hjælp

1. Send en e-mail til office@korena.eu med dit ordrenummer og en kort beskrivelse af problemet.
2. Hvis der er tale om en fysisk skade eller et problem med fragtfirmaet, skal du vedhæfte et par billeder.
3. Vi svarer med næste skridt, hvad enten det er hjælp til sporing, en plan for ombytning eller en tilbagebetaling.

We usually reply within 2 business days.

Det kan du forvente

You will receive an order confirmation email after checkout.
Each slab is individually prepared, labelled, and packed before it leaves the partner yard.
Shipping timelines shown at checkout are best-effort estimates for pallet freight, not guarantees.
We send tracking details as soon as a shipment is created.

Forbehold for naturmaterialer

Every slab is a one-of-a-kind natural piece. Grain, figure, colour, and minor tool marks are part of the material and are shown in the listing photos and measurement overlay. Moisture is measured at listing and may drift ±2% by delivery; structural defects, if any, are disclosed in the listing.

Ofte stillede spørgsmål

De spørgsmål, vi oftest får. Hvis dit spørgsmål ikke er besvaret, kan du skrive til office@korena.eu.

How do I track my order?: Once your slab is shipped from the partner yard, we email you a tracking number. You can also enter your order number and email on the Track page to see status, payment authorization, and shipping events.
When am I charged?: Your card is authorized — not captured — at checkout. We capture payment only when the partner yard confirms the slab and a shipment is created. If the order is cancelled before shipping, the authorization is released automatically.
Can I return a slab if it is not what I expected?: Every slab is a one-of-a-kind natural piece, photographed and measured before listing. We accept returns for damage in transit or material misrepresentation. See the returns and warranty policy for the full process and timelines.
How is the slab measured?: Each slab is captured at the partner yard with a tool that produces an outline polygon, length, width, thickness, and width stations at 25/50/75%. The listing shows the measured outline and dimensions, so you can design against the real shape of the piece.
Where do you ship?: We ship across the EU starting from Bulgaria. Each store on the site has its own pricing, VAT, and shipping provider. The country shown at checkout is the only country we ship to in that session.
Will moisture and dimensions change after delivery?: Moisture is measured at listing and can drift ±2% by delivery as the slab acclimatises. Kiln-dried hardwood also moves ±1% with humidity in your workshop. Dimensions are measured at the time of capture.

Til partnere

KORENA Partner-app

Til medarbejdere på partnerlagre og værksteder, der bruger KORENA Partner-appen på iOS eller Android.

Send en e-mail til partner@korena.eu Læs appens privatlivsmeddelelse

Det bruges appen til

Brug appen til at sætte planker til salg, dokumentere deres oprindelse og EUDR-dokumentation samt ekspedere KORENA-ordrer.

Adgang til appen

KORENA opretter konti til medarbejdere på godkendte partnerlagre og værksteder. Du kan ikke selv oprette dig. Skriv til partner@korena.eu for at anmode om adgang.

Få hjælp til appen

Skriv til partner@korena.eu, hvis du har problemer med at logge ind eller nulstille din adgangskode, eller hvis der opstår fejl i appen. Oplys navnet på dit partnerlager, din enhedsmodel, og hvad du foretog dig, da problemet opstod.

Slet din konto

Du kan bede KORENA om at slette din appkonto og de tilknyttede data.

Send en e-mail til partner@korena.eu fra den adresse, der bruges til kontoen.
Skriv, at du ønsker kontoen og dens data slettet, og oplys navnet på partnerlageret eller værkstedet.
Vi bekræfter anmodningen og sletter kontoen. Vi opbevarer fakturaer, skatteoplysninger og EUDR-dokumentation, når loven kræver det. Se appens privatlivsmeddelelse.

Privatliv i appen

Privatlivsmeddelelsen for KORENA Partner-appen forklarer, hvilke oplysninger appen behandler, hvorfor de behandles, og hvordan du gør brug af dine rettigheder.

Dokumenter

Dokumentskabeloner

Dokumenter klar til brug ved køb og salg af træ: købsaftaler, leverings- og skadesblanketter samt leverandørerklæringer.