Wood is an organic, fibrous material. What this means is you may find many traces of "character" within the wood, such as knots, pitting or scars where bugs previously burrowed, for example. These do not affect the function of the material and are not considered defects, as they were not caused during production. That said, if the character of the wood affects crucial parts of the unit, these will be caught during QC and not make it to become a numbered unit.

The fibrous nature of the wood in combination with the thermal modification process does mean that some slight chipping may occur during the machining process. For interior chipping, it will be considered within spec as long as it does not affect the functionality of the unit.

Despite every effort made to stabilise the wood through thermal modification as well as the machining methodology, it is still possible (though highly unlikely) for the wood to experience movement with time, depending on the conditions of the environment. That said, thermally modified wood will still move much less than wood that has not undergone any treatment whatsoever, which means that you hopefully won't have to use a dremel on your unit one day :)

DHL and ECMS options will be available. 

Please check with your country's import guidelines if there are any special restrictions with regards to wooden products. There is finishing on the wood so it will not fall under any "raw wood" categories.

Additional charges may apply upon delivery, as determined by the destination country's customs. These are NOT included in the total order cost, and are the recipient's responsibility.

• Returns are accepted up to 14 days after delivery.
• To be eligible for a return, the item must be in the same condition in which you received it: unused, with tags, and in its original packaging.
• To initiate a return, send us an e-mail at wood@hexology.design. Please be patient and wait for us to reply and confirm that the product in question is eligible for a return. Items sent back to us without first requesting a return or sent back before our confirmation will not be accepted.
• If the product in question is defective, or different from what you’ve ordered, we will pay for the return shipping cost as well as customs duty and VAT. In your e-mail, you must attach a picture of the product which clearly shows that the product is defective or different.
• If you wish to return a product, simply because you have changed your mind, you are responsible for return shipping, customs duty and VAT. Items sent back to us without first requesting a return per e-mail will not be accepted and will be sent back to you.
• Note: Cancellation of Group Buy or Pre-order items may incur 3% cancellation fee.

Should you discover any issues with your product (e.g. damage during transit or missing items), please reach out to us immediately and send an email to wood@hexology.desin for further assistance.

For customers based in Taiwan, please refer here.