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.

Asistencia de KORENA

Un comprador cada vez. La asistencia también debe ser personal.

Si algo no parece correcto, un envío se retrasa o una tabla no coincide con su anuncio, la forma más rápida de resolverlo es sencilla: escríbenos, incluye tu número de pedido y el ID de la pieza que figura en la etiqueta QR y nos ocuparemos del resto.

Escribir a office@korena.eu Seguir tu pedido

Cómo obtener ayuda

1. Escribe a office@korena.eu e incluye tu número de pedido y una breve descripción del problema.
2. Si se trata de daños físicos o de un problema con el transportista, añade un par de fotos.
3. Te responderemos con el siguiente paso, ya sea ayudarte con el seguimiento, organizar una sustitución o tramitar un reembolso.

We usually reply within 2 business days.

Qué puedes esperar

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.

Aviso sobre los materiales naturales

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.

Preguntas frecuentes

Estas son las preguntas que recibimos con más frecuencia. Si la tuya no aparece, escribe a 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.

Para asociados

Aplicación KORENA Partner

Para el personal de almacenes asociados y talleres que utiliza la aplicación KORENA Partner en iOS o Android.

Escribir a partner@korena.eu Leer el aviso de privacidad de la aplicación

Para qué sirve la aplicación

Usa la aplicación para publicar tablas, documentar su origen y la documentación EUDR, y preparar los pedidos de KORENA.

Acceso a la aplicación

KORENA crea cuentas para el personal de almacenes asociados y talleres evaluados. No es posible registrarse por cuenta propia. Para solicitar acceso, escribe a partner@korena.eu.

Obtener asistencia para la aplicación

Si tienes problemas para iniciar sesión, restablecer la contraseña o usar la aplicación, escribe a partner@korena.eu. Indica el nombre de tu almacén asociado, el modelo del dispositivo y qué estabas haciendo cuando surgió el problema.

Eliminar tu cuenta

Puedes solicitar a KORENA que elimine tu cuenta de la aplicación y los datos asociados.

Escribe a partner@korena.eu desde la dirección utilizada para la cuenta.
Indica que quieres eliminar la cuenta y sus datos, y facilita el nombre del almacén asociado o taller.
Confirmaremos la solicitud y eliminaremos la cuenta. Conservamos las facturas, los registros fiscales y los registros EUDR cuando lo exige la ley. Consulta el aviso de privacidad de la aplicación.

Privacidad de la aplicación

El aviso de privacidad de la aplicación KORENA Partner explica qué datos trata la aplicación, por qué y cómo ejercer tus derechos.

Documentos

Plantillas de documentos

Documentos listos para usar al comprar y vender madera: contratos de compraventa, formularios de entrega y daños, y declaraciones de proveedores.