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Question fréquemment posée

Problems with order

My order is delayed.

Our estimated delivery time is 2-8 days. We recommend tracking your order using the provided tracking number. If you have any further concerns, please contact our support team:

How can I track my order?

Once your order is shipped, we provide you with a tracking number. You can use this number to track the status of your delivery here on our website:

My order hasn’t been delivered.

It is likely that the issue arose with the courier service. You can reach out them for support and assistance. Alternatively, you can email us, and we will handle it for you:

I am missing a piece for my model or I have damaged it while assembling.

We are sorry for the inconvenience. Please visit this and fill out the special form to order the missing or damaged piece. Our team will assist you in resolving the issue as quickly as possible. 

What should I do if I encounter difficulties during the assembly process?

Building wooden models and puzzles can sometimes be challenging. If you encounter any difficulties or have questions during the assembly process, we recommend referring to the assembly instructions included with the product. Additionally, you can reach out to our customer support team for assistance and guidance They will be happy to help you overcome any challenges you may face.

I have placed 2 separate orders and would like to combine them into one.

We understand your request to consolidate your orders. Please reach out to our customer support team at (as soon as possible) with the order numbers you wish to combine. Our team will assist you in merging the orders into a single shipment whenever possible.

I made a mistake in my order/I want to add an item to my existing order.

We understand that mistakes can happen, such as selecting the wrong item, incorrect quantity, or shipping address, please contact our customer support team immediately at Provide them with your order details and the necessary corrections or changes you would like to make. Our team will do their best to assist you and ensure that your order is adjusted accordingly. 

Can I cancel or change my order?

If you need to cancel or make changes to your order, please contact us as soon as possible We will do our best to accommodate your request, depending on the order’s status and any applicable policies. 


Is your product suitable for children?

Yes, our products are suitable for children aged 7 and above. While they can enjoy assembling our wooden models and puzzles on their own, parents can always lend a helping hand. It’s a great activity that can engage the whole family and provide an enjoyable experience for everyone.

Are there any additional accessories required for your products?

Everything you need is already included in the product package.

Do you offer gift wrapping for your products?

Unfortunately, we do not offer gift wrapping services. However, our packaging is designed to be gift-ready, so you can present it as a beautiful gift without any additional wrapping.

Can I include a personalized message with my gift?

Absolutely! While we do not provide gift wrapping, you can add a personalized message to your order. During the checkout process, there will be an option to include a gift message. Simply enter your desired message, and we will include it with the package.

I am a blogger and would like to place an order.

If you are a blogger and would like to collaborate with us please contact us at this link If you have any special requirements or questions regarding your order as a blogger, please contact our customer service team at

Are your products accompanied by FSC and CE certifications?

Absolutely! Our products proudly carry both FSC and CE certifications, ensuring their adherence to sustainable forestry practices and compliance with European safety standards.

Can you create a custom model for me?

Unfortunately, we only create custom models for orders of 5000 units or more. If you’re interested in placing a custom order, please contact us at

Can you create a custom puzzle for me?

Yes, we can create a puzzle based on your photo. Please use the form on this page:

Do you provide instructions with the models?

Yes, absolutely. Our development team has worked diligently to create comprehensive and user-friendly instructions for each model. If you encounter any difficulties, feel free to reach out to our support team for assistance

Are your puzzles suitable for beginners?

Absolutely! You can choose from a range of difficulty levels indicated on each product card. Additionally, we are here to assist you with any challenges you may encounter at every step of the way.


How long will it take for my puzzle to arrive?

The delivery time for your puzzle is typically 2-8 days. Within Europe, it usually takes just a couple of days for the puzzle to reach you.

Do you ship to my country?

We ship our products worldwide. However, please note that there may be certain exceptional circumstances or force majeure events that could affect shipping to specific locations. If you have any concerns about shipping to your country, please reach out to our customer support team, and they will provide you with the most up-to-date information regarding shipping availability.

Can I place an order now but have it shipped at a later date?

Yes, you can place an order and request a delayed shipment. During the checkout process, there will be a section for additional information or special instructions. Please provide the desired shipping date or any specific instructions regarding the delayed shipment in that section. Our team will ensure that your order is shipped according to your requested timeframe.

How long does it take for you to process and ship an order?

We strive to process and ship orders as quickly as possible, usually within 1-2 days.


How can I return a product?

At Wooden.City, we have a customer-friendly return policy. If for any reason you are not satisfied with your purchase, you can return the item within a specified timeframe. Please make sure the item is unused, in its original packaging, and accompanied by the proof of purchase. Once we receive the returned item, we will initiate the refund process. For more detailed information, please refer to our ” Returns and Refunds” page  on our website.

What is your return policy?

Please send your item to the following address: Robotnicza 70E, 53-608 Wroclaw, Poland. Include your information and order details with the return. Once we receive the item, we will refund your money. If you have any questions, please contact us at

Special orders and unpacked orders (excluding defective or faulty ones) cannot be returned.


What forms of payment do you accept?

We accept various forms of payment, including credit cards (Visa, MasterCard, American Express), PayPal, and bank transfers.

How can I obtain a sales invoice?

We automatically send out invoices for every order placed. You will receive the invoice via email or included in your shipment.

Discounts and bonuses

Do you offer discounts on your products?

Yes, we regularly run promotions and sales where discounts are offered on our products. Stay tuned to our website and subscribe to our newsletter to stay informed about all the latest promotions and special offers.

As a loyal customer, are there any discounts available?

We are happy to say YES! We value our loyal customers and offer exclusive discounts and rewards as a token of our appreciation. It’s our way of saying thank you for choosing our products.

Corporate clients

I want to place a corporate order.

That’s great! We provide unique gifts for employees, custom photo puzzles, souvenirs, and much more. To discuss the details and explore our corporate gifting options, please contact us at

I want to become your partner.

That’s fantastic! We offer highly favorable partnership opportunities, including competitive terms, bonus programs, and more. To get more information and discuss the details, please reach out to us at

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sur toutes les commandes supérieure à 150€

Wooden City

Retours faciles sous 30 jours

Garantie de remboursement de 30 jours

Garantie internationale

Offert dans le pays d'utilisation

Paiement 100% sécurisé

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