KORENA support
One buyer at a time. Support should feel the same.
If something feels off, a shipment looks late, or a slab doesn't match its listing, the fastest path is simple: email us, include your order number and the piece ID from the QR tag, and we will sort it out.
How to get help
- 1. Email office@korena.eu with your order number and a short description of the issue.
- 2. If the issue is physical damage or a carrier problem, add a couple of photos.
- 3. We will reply with the next step, whether that is tracking help, a replacement plan, or a refund path.
We usually reply within 2 business days.
What to expect
- 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.
Natural material disclaimer
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.
Frequently asked
The questions we hear most often. If yours isn't covered, email 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.
For partners
KORENA Partner app
For staff at partner timber yards and workshops who use the KORENA Partner app on iOS or Android.
What the app is for
Use the app to list slabs, document their origin and EUDR paperwork, and fulfil KORENA orders.
App access
KORENA creates accounts for staff at vetted partner yards and workshops. There is no self sign-up. To ask for access, email partner@korena.eu.
Get app support
For sign-in problems, password reset trouble, or app errors, email partner@korena.eu. Include your yard name, device model, and what you were doing when the problem occurred.
Delete your account
You can ask KORENA to delete your app account and associated data.
- Email partner@korena.eu from the address used for the account.
- Say that you want the account and its data deleted, and name the partner yard or workshop.
- We will confirm the request and delete the account. We keep invoices, tax records, and EUDR records where the law requires it. See the app privacy notice.
App privacy
The KORENA Partner app privacy notice explains what the app processes, why, and how to exercise your rights.