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.

Assistenza KORENA

Un acquirente alla volta. Anche l’assistenza segue questo principio.

Se qualcosa non va, una spedizione sembra in ritardo o una tavola non corrisponde alla descrizione, la soluzione più rapida è semplice: scrivici via email, indica il numero d’ordine e l’ID del pezzo riportato sull’etichetta QR e risolveremo il problema.

Scrivi a office@korena.eu Traccia il tuo ordine

Come ricevere assistenza

1. Scrivi a office@korena.eu indicando il numero d’ordine e una breve descrizione del problema.
2. Se si tratta di un danno fisico o di un problema con il corriere, aggiungi un paio di foto.
3. Ti risponderemo indicando il passaggio successivo, che si tratti di assistenza per il tracciamento, di un piano di sostituzione o della procedura di rimborso.

We usually reply within 2 business days.

Cosa aspettarsi

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.

Avvertenza sul materiale naturale

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.

Domande frequenti

Le domande che riceviamo più spesso. Se non trovi la tua, scrivi 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.

Per i partner

App KORENA Partner

Per il personale dei depositi di legname partner e dei laboratori che usa l’app KORENA Partner su iOS o Android.

Scrivi a partner@korena.eu Leggi l’informativa sulla privacy dell’app

A cosa serve l’app

Usa l’app per pubblicare le tavole, documentarne l’origine e la documentazione EUDR e gestire gli ordini KORENA.

Accesso all’app

KORENA crea gli account per il personale dei depositi partner e dei laboratori verificati. Non è possibile registrarsi autonomamente. Per richiedere l’accesso, scrivi a partner@korena.eu.

Ricevi assistenza per l’app

Per problemi di accesso, reimpostazione della password o errori dell’app, scrivi a partner@korena.eu. Indica il nome del deposito, il modello del dispositivo e cosa stavi facendo quando si è verificato il problema.

Elimina il tuo account

Puoi chiedere a KORENA di eliminare il tuo account dell’app e i dati associati.

Scrivi a partner@korena.eu dall’indirizzo usato per l’account.
Chiedi l’eliminazione dell’account e dei relativi dati e indica il deposito partner o il laboratorio.
Confermeremo la richiesta ed elimineremo l’account. Conserviamo fatture, documenti fiscali e registri EUDR nei casi previsti dalla legge. Consulta l’informativa sulla privacy dell’app.

Privacy dell’app

L’informativa sulla privacy dell’app KORENA Partner spiega quali dati tratta l’app, perché e come esercitare i tuoi diritti.

Documenti

Modelli di documenti

Documenti pronti all’uso per acquistare e vendere legname: contratti di acquisto, moduli per la consegna e i danni e dichiarazioni dei fornitori.