Customer Service & FAQ

Do you have questions about Vaseboard®, your order or our products?
In our customer service section, you'll find answers regarding ordering, shipping, returns, materials, assembly, and many other topics related to Vaseboard®.

ORDER
Where can I view my order status?

Upon receipt of your order, you will automatically receive an order confirmation by email. In it, you will find all important information about your order with Vaseboard®.

As soon as the status of your order changes, we will also inform you by email.

If you have created a customer account, you can view your order status at any time in the customer area and track the current processing status of your order.
How can I change or cancel my order?

An amendment or cancellation of your order is possible as long as it has not yet entered the shipping process.

Please contact our customer service as soon as possible and provide your order number. This way, we can quickly review your request and make any necessary adjustments.

Once an order has already been shipped, subsequent changes are unfortunately no longer possible.
How can I change my shipping address after placing an order?

The delivery address of your order can be adjusted as long as the order has not yet left our warehouse.

Please contact our customer service as soon as possible and inform us of your order number and the new delivery address.

Our team will then check if a change is still possible.
Do you also offer gift certificates?

Yes, in the Vaseboard® online shop you can purchase gift vouchers in various amounts.

After a successful order, you will receive the voucher immediately by email. The voucher can then either be printed out, forwarded digitally or given directly as a gift.

Gift vouchers are ideal if you want to give the gift of interior design, Vaseboards, or home accessories, but are unsure about product selection.
How can I redeem a gift voucher?

You can easily redeem your Vaseboard® gift voucher during the order process.

Simply enter the voucher code in the "Discount code or voucher" field in the shopping cart or at checkout. The corresponding amount will then be automatically deducted from your order.
PAYMENT
What payment methods are offered?

In the Vaseboard® online shop, you have various secure payment methods available. This allows you to choose the payment method that is most convenient for you.

The following payment options are currently offered:

  • Prepayment (bank transfer)
  • Credit and debit cards (Visa, Mastercard, American Express)
  • PayPal
  • Apple Pay & Google Pay
  • Klarna (e.g., invoice or installment payment, depending on availability)

Depending on the country, additional payment methods may be displayed.

Country-specific payment options

  • iDEAL (Netherlands)
  • Bancontact (Belgium)
  • EPS (Austria)
  • Riverty (Belgium, Germany, Netherlands, Austria)
  • TWINT (Switzerland)
  • Blik (Poland)

All available payment methods will be displayed to you in the checkout during the ordering process.
How do I get my money back if I cancel or return an item?

If your order is cancelled or a return has been successfully received and checked by us, the refund will be issued via the same payment method you used for your order.

Processing the refund usually takes up to five working days after the return has been received and processed by us.

Depending on the payment provider, it may then take a few more days for the amount to appear in your account.
DELIVERY
Which countries do you ship to?

Vaseboard® currently ships to numerous European countries.

A complete overview of all available shipping countries can be found on our shipping page.

During the checkout process, all available shipping options and delivery countries will be automatically displayed.
How long does delivery take?

The delivery time is stated on the respective product page and may vary depending on the product.

If several products are ordered together, shipping is usually based on the longest stated delivery time within the order.

Once your order has been shipped, you will receive a shipping confirmation with tracking so you can track your delivery at any time.
Why do some products have longer delivery times?

Some Vaseboard® products are manufactured in small batches or made to order. This can lead to slightly longer delivery times for certain items.

This method of production allows for careful manufacturing, high-quality materials, and durable craftsmanship. The result is design products of high quality and sustainable production.
How much is shipping?

Shipping costs depend on the country of delivery and the products ordered.

An overview of shipping costs can be found on our shipping page.

The final shipping costs will also be displayed in the shopping cart and at checkout before you complete your order.
Can I also pick up my order myself in Gäufelden?

Yes, self-collection in Gäufelden is possible by prior arrangement.

If you wish to pick up your order in person, please contact our customer service in advance so that we can arrange an appointment for collection. As soon as your order is ready, you will receive a confirmation.
How can I track my delivery?

Once your order has been shipped, you will receive a shipping confirmation by email. This includes a tracking link, which you can use to track the current status of your delivery at any time.

This way, you can always see where your package is and when it is expected to be delivered.
How does freight forwarding work?

For larger or bulky items, shipping is handled by a freight forwarder.

In this case, you will first receive a shipping confirmation. The freight forwarder will then contact you by phone or email to arrange an individual delivery date.

Delivery is usually to the curb.
Why is my order split into multiple packages?

Depending on the size of your order, it may happen that your items are shipped in multiple packages.

This happens, for example, when products have different sizes or are shipped from different warehouses. This allows us to ensure that your order arrives safely, reliably, and as quickly as possible.
RETURNS & COMPLAINTS
How can I register a return?

If you wish to return an item, you can register the return within the statutory withdrawal period.

To do this, log in to your customer account and request the return for the respective item there. Alternatively, you can also contact our customer service if you ordered as a guest.

Once your request has been reviewed, you will receive further information about the return process.
How does a return work?

Returns can usually be requested directly via your customer account in the Vaseboard® online shop. There you can create a return for your order.

For orders without a customer account, you can contact our customer service at any time. After receiving your request, we will check it and then send you the necessary return information by e-mail.

Please make sure that the goods are returned complete and, if possible, in the original packaging.
How can I file a complaint?

We are very sorry if an item arrived damaged or faulty.

Please contact our customer service and send us the following information:

  • your order number
  • a brief description of the problem
  • if possible, photos of the damage

This will allow us to quickly review your concern and find a suitable solution.
How do I register a return or complaint for freight forwarding goods?

For larger or bulky items that were delivered by freight forwarder, the return process is handled separately.

Please contact our customer service so we can arrange a pickup of the goods. The freight forwarder will then arrange an individual pickup date with you.

Pickup is usually curbside.
When will I receive my refund?

Once your return has been received and inspected, the refund will be issued via the original payment method.

The refund processing typically takes up to five business days after the return is received. Depending on your payment provider, it may then take a little longer for the amount to appear in your account.
What do I need to consider when returning an item?

For a smooth return process, the item should:

  • be returned complete
  • ideally be packed in its original packaging
  • be packed securely for transport

This ensures that the goods arrive undamaged and your refund can be processed quickly.
OFFERS
Where can I find information about sales, discounts, and promotions?

We regularly publish current discounts, promotions and special offers relating to Vaseboard® via our newsletter and on our social media channels.

There we provide information about new collections, limited promotions and temporary offers in the Vaseboard® online shop.
How can I subscribe to the newsletter?

You can subscribe to the Vaseboard® Newsletter at any time.

Simply enter your email address in the newsletter field on our website and then confirm your subscription. Afterwards, you will regularly receive information on new products, interior inspirations, and exclusive offers.
How can I unsubscribe from the newsletter?

If you no longer wish to receive our newsletter, you can unsubscribe at any time.

You will find an unsubscribe link in every newsletter email, which you can use to cancel your subscription with just a few clicks.
Where can I enter a discount code?

You can enter your discount or voucher code during the ordering process in the field "Discount code or voucher".

This field is located in the shopping cart or at checkout. The corresponding discount will then be automatically applied to your order.
Why isn't my discount code working?

If a discount code is not working, there could be several reasons:

  • the code has already expired
  • the code is only valid for certain products
  • the code can only be redeemed once per order
  • multiple discount codes cannot be combined

Therefore, please check the respective conditions of the offer.
Can I return discounted products?

Even reduced articles or products from the sale can be returned within the framework of the regular return policy.

Returns are processed under the same conditions as regular orders. Further information can be found in the Returns & Complaints section.
Are discounts also offered for new products?

Occasionally, we also offer introductory promotions or limited offers for new products. These promotions are usually for a limited time only.

To ensure you don't miss any offers, we recommend subscribing to the Vaseboard® Newsletter or following our social media channels.
PRODUCTS
Where can I find installation instructions for Vaseboard® products?

Many Vaseboard® products are already largely pre-assembled, allowing for quick and easy installation.

Clear assembly instructions are included with every order. In addition, we also provide selected instructions digitally.

Should you need instructions again, our customer service will be happy to assist you at any time.
Are Vaseboard® products suitable for wet rooms?

Some Vaseboard® products can also be used in damp rooms such as bathrooms or kitchens.

Please note, however, that wood is a natural material and prolonged, very high humidity should be avoided. Therefore, ensure adequate ventilation in the room.

Details on suitability for specific rooms can always be found on the respective product page.
Are Vaseboard® products suitable for outdoor use?

No. Vaseboard® products are not suitable for outdoor use.

They are designed for use indoors and do not offer lasting protection against weather conditions such as rain, frost, or direct sunlight.

For a long service life, we recommend using them in dry indoor environments.
How to properly clean and care for Vaseboard® products?

Usually, a dry or slightly damp cloth is sufficient for cleaning.

Wooden surfaces should not be treated with aggressive cleaning agents. Also avoid abrasive cleaners or rough sponges, as these can damage the surface.

If necessary, the wood can be refreshed with suitable care oils for oak wood.
Can I order spare parts or additional vases?

Yes, for many products we offer additional vases or accessories.

If you need spare parts or would like to expand your Vaseboard®, simply contact our customer service. We will then gladly check the available options.
Where are Vaseboard® products manufactured?

Vaseboard® products are developed and manufactured in Gäufelden, Southern Germany.

We combine traditional materials such as solid oak wood with modern manufacturing technologies, for example, 3D printing of modular vases from biopolymer.

This results in durable interior products with a clear, timeless design.
Are there any dealers or showrooms?

Currently, Vaseboard® products are mainly offered directly through our online shop.

We are continuously expanding our network for collaborations with retailers or concept stores. Information about new partners or points of sale will be published on our website or via our newsletter.
How much weight does a Vaseboard® hold?

Vaseboard® is attached with sturdy wall brackets and is designed for safe everyday use.

When properly installed, the shelf generally supports up to approx. 5 kg total weight.

Please ensure that suitable wall plugs and screws are used according to your wall condition.
Are the vases waterproof and dishwasher-safe?

Yes. Most Vaseboard® vases feature a removable insert that is waterproof and allows for easy cleaning.

For Vaseboard® wall vases, hanging vases, and hanging baskets, the insert is made of dishwasher-safe polypropylene (PP). This can be easily removed for cleaning and washed in the dishwasher.

For table vases and some other models, a glass insert is used. This can also be removed for cleaning and is dishwasher-safe.

This protects the vase itself and makes cleaning particularly straightforward.
Can I put water in the vase?

Yes. Vaseboard® vases are designed to be used with water.

The vase itself contains a removable insert that holds the water while protecting the surrounding material.

For Vaseboard® wall vases, hanging vases, and hanging baskets, this insert is made of dishwasher-safe polypropylene (PP).

For table vases, a glass insert is used.

This allows fresh flowers to be used with water without any problems, and the insert can then be easily removed and cleaned.
MATERIALS & SUSTAINABILITY
What materials are Vaseboard® products made of?

Vaseboard® products combine durable materials with modern manufacturing.

The wall shelves are made of solid, FSC-certified oak wood, which is oiled to protect and highlight the natural wood structure.

The modular vases are manufactured using 3D printing from biopolymer based on corn starch and lactic acid. This results in precise shapes with a high-quality, matte surface.

Many models also feature a removable insert made of polypropylene (PP) or glass. This is waterproof and makes cleaning easier.
Are Vaseboard® products sustainable?

When developing Vaseboard® products, we place great emphasis on durable materials and resource-efficient production.

By using FSC-certified wood, modular components, and precise manufacturing, we create products designed for a long service life.

The combination of natural wood and modern materials enables durable interior products with a timeless design.
What surface treatment is used for the wood?

The wooden surfaces of Vaseboard® products are treated with high-quality natural oils from the Austrian manufacturer Adler.

The oils used are based on plant-derived ingredients and provide a natural, matte finish that protects the structure of the oak wood while highlighting its feel and grain.

The oils used meet several strict quality and environmental standards:

  • Cradle-to-Cradle certified
  • Saliva and perspiration resistant (DIN 53160)
  • Suitable for children's toys (EN 71-3)
  • Food safe
  • Water and dirt repellent

The surface remains breathable, allowing the wood to continue breathing and retaining its natural properties.
How sustainably are Vaseboard® products manufactured?

Vaseboard® products are developed in Gäufelden in Southern Germany and largely manufactured directly on-site. This in-house production allows us to precisely control quality, materials, and manufacturing processes while reducing transport distances.

For individual work steps, we also collaborate with regional craft businesses, including carpentry shops, metalworking and manufacturing companies from the region. These partnerships enable precise processing, short delivery routes, and sustainable local value creation.

Some of the components, particularly the modular vases, are produced using 3D printing. This method is considered particularly resource-efficient as it only uses as much material as is actually needed. This significantly reduces waste and production scrap.

3D printing also enables precise manufacturing of complex shapes, short production routes, and flexible production in smaller series. This allows products to be designed for longevity and to be expanded or adapted as needed.

In combination with solid oak wood from responsible forestry, durable materials, and modular components, we create interior products designed for long-term use and sustainable production.
Are Vaseboard® products manufactured in Germany?

Yes. Vaseboard® products are developed and manufactured in Southern Germany. Our production facility is located in Gäufelden, complemented by regional craft businesses from the surrounding area. This local production enables us to ensure high quality standards and keep transport distances as short as possible.