Help Center

WoodWe covers are an unique and natural way to protect your tech gadgets from outside world impact: bumps or dust. They are warm, cozy and smells like nature.

WoodWe products are manufacturedby our company MB “Novum Commercium” from high quality sources, such as:

– Natural and elegant wood veneer

–Strong and highly dependable stone veneer

– Great reminder of the summertime – hay veneer

– Exotic seashell veneer. 

You can be sure that your product will be truly one-of-a-kind and will remind you a soft touch of nature. 

Are all WoodWe materials certified?

All of our WoodWe covers are manufactured from only the best and natural materials.
 
All sources for our wood veneer are checked via an official certification body such as the FSC (Forest Stewardship Council) and PEFC (Programme for the Endorsement of Forest Certification).
 
Our stone veneers are approved by CE-Standard (European Conformity), and have a certificate for being eco-friendly (CO2 efficient transportation). All of our stone veneers are eco-friendly and formaldehyde-free.

The raw materials used for the hay veneer are 100% pure natural: harvested in the high altitudes of the Austrian Alps and after extensive cleaning and sizing sprayed on the flax fabric under high pressure. The bonding agent used for this procedure is purely organic (i.e. „food glue“).

Will my WoodWe cover look precisely like the one in the product pictures?

Our covers are manufactured from 100% natural veneers that come directly from nature, which means that each product is unique in coloring, pattern, and brightness. Your cover will be truly one-of-a-kind. However, you can be sure that your cover will look similar (but not identical) to what you see in our product photos.

How slim is a WoodWe Macbook cover?

The average thickness of our Macbook wood skin is between 0.6 mm - 0.7 mm (around 1/32nd inch). Our stone veneer skin covers are 1.5 – 2.0 mm thick, hay veneers – 0,5-2mm.

The thickness of a Macbook protective case is 3-4 mm due to additional hard & protective plastic base.

However, please take note that our covers are produced from natural materials, therefore each cover’s thickness may differ slightly (in the range of about one-tenth of a millimeter).

What if I don’t know the product model for my MacBook?

No worries! You can find your MacBook serial number on the bottom part of your computer and also on its packaging. Serial number starts with A and has four numbers after (AXXXX) You can check it in the picture below.

Macbook Skin Table Chart

Keyboard Skin Table Chart

How does my WoodWe cover stick to a MacBook?

On the back of each WoodWe cover, there is a ORAFOL adhesive glue layer that ensures the highest quality and long lasting grip between your MacBook and your WoodWe cover.

When you want to remove your WoodWe cover, your MacBook will not be damaged or scratched, and all residue from the glue particles will be completely removable. The entire removal of your cover should take less than 10 minutes.

To learn more about how to apply or remove your WoodWe cover, see the video and photos below for easy to follow instructions:

Video instructions:

1. Check your tracking information.

For standard shipping - here (or in your national post website)

For DHL Express - here  

2. Determine what the problem is, and contact the proper people to find your package.

If your tracking information says “Unsuccessful Delivery”:

• A courier likely tried to deliver your WoodWe cover to your indicated address, but he/she failed to find you at your address.  
• To find your package, you will need to call your local/national post office and provide your tracking code.  
• The post office staff will help you to identify where your package is located, and either set up another time to deliver or tell you where to pick it up.

If your tracking information says “The item is returned to sender”

• We will reship a new product via Priority Standard Shipping (±5-10 working days).

3. If you did not receive your package for more than 35 days

We will reship a new product via Priority Standard Shipping (±5-10 working days).

4. Your product is lost in transition

   We will reship a new product via Priority Standard Shipping (±5-10 working days).

When can I expect my product to arrive?

1. Production: Typically, we need 1-5 working days to manufacture your order. If it is a custom order, the cover will be manufactured within 3-7 working days. During holiday period fulfilment times can be extended.

2. Shipping: Your product's arrival date depends on which country your order is being delivered to and which shipment method is selected - national post vs DHL shipping. Please check the fulfillment email notification for more information.

A package sent via national post* usually arrives:

• European Union country: 10-20 calendar days
  
• Non – EU country: 10-30 calendar days
• The acceptable delivery time is up to 35 calendar days. 
  

A package sent via DHL courier shipping*: 

• Express: 1-3 working days (available worldwide)
• Global mail: 3-13 calendar days

*Note. Shipment methods differ in their price.

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery. If you don’t get any information, please contact your local/national post office as they probably still have your item.

We can guarantee that you will not to have to pay custom duties if you live in European Union and USA. For other countries, custom duties may be applied and we do not take responsibility. However, we will do our best to help solve each individual situation.

If order was made via DHL express. It is possible to change delivery address, you should contact DHL local post office for more information. 

If order was made via standard shipping.We aren't able to change the address after your order is shipped. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

We are going to fulfill your joy as soon as we can, because we do not want you to wait for too long. 

Our normal fulfillment time is 1-5 Working Days! 

Steps for exchange:

1. Contact us. Request an exchange by emailing support[@]woodwe.eu. Give all the information about your order, tell us why you want to get the an exchange, more details about your device and send us some pictures showing the issue.
2. After request approval.The seller will create an exchange order, which will be shipped in 1-3 business days after the agreement with the buyer.
3. We will send return shipping label.
4. We ship you right size product. Once we ship you the exchange via Priority Standard Shipping (±5-10 working days), we will provide you with the tracking code.

Please check the delivery note if you ordered everything you wanted. If an item for which you have paid is missing, please contact our Customer Service team support[@]woodwe.eu with the order number and the missing item's name. If the order has not yet been shipped, we will add the missing item to your order.

If your order is already on the way to you or has already arrived, we will ship the missing item with Priority Standard Shipping (±5-10 working days) for FREE.

As soon as you discover a mistake, please contact our Customer Service team with your order number, the description and the pictures of the fault. We'll get back to you as soon as we can and send you a replacement item via Priority Standard Shipping (±5-10 working days) as quickly as we can.

You can only cancel your order if it is not yet shipped (until 8 AM EET). Write a message to support[@]woodwe.eu. If the order is shipped, our Customer Service team will not be able to cancel your order. However, you can return it to us once you receive it or refuse the delivery to avoid further return delivery steps and expenses.

Personalised products cannot be cancelled, they can only be replaced or exchanged into other product.

We're really quick at packing your order, which means it can only be changed if it's not shipped yet (until 8 AM EET). This includes changing the product size or type, delivery option or delivery address. If it’s after 8 AM EET, then it is too late to cancel the order. However, you can return any unwanted items for an exchange once you’ve received your order.

I would like to establish a partnership with WoodWe. How do I make that happen?

I know a lot of people who would enjoy natural WoodWe products, so how can I make a bulk order? 

Please contact us via e-mail:partnership[@]woodwe.eu and we will be happy to answer all of your questions related to bulk orders and information about bulk order deals.

Can I request a customized order?

Yes, our team at WoodWe would gladly work with you on a customized order! If you desire a customized order, please write us an email to support[@]woodwe.eu 

Wishing to join #WeChange network and share your moments with the "WoodWe" product on social media? Please contact brand manager with short introduction: migle.galvonaite[@]woodwe.eu

CONDITIONS FOR A REFUND

• For all WoodWe products any refund, return, replacement or exchange request must be submitted within 30 calendar days after the order is delivered to you, the Buyer.
• To be eligible for a return or exchange, your item must undamaged, unused and in the same condition that you received it. It must also be in the original packaging. To be eligible for a refund, continue reading below for more details.
• The custom orders cannot be returned but can be exchanged for free.
  

REFUND POLICY CAN BE FOUND HERE

If you are not satisfied with your purchase, you have to submit the return request within 30 days after the order is delivered to you. Returned items must not have been used and must be in perfect condition for resale.The custom orders cannot be returned but can be exchanged for free.

 Steps:

1. Contact us. Request a return by emailing support[@]woodwe.eu. Give all the information about your order, any comments you can, why you want to return the product. If it is damaged send the photo where the problem is visible.
2. We approve the return request.If the buyer and seller agree on a return, the seller will provide you with a return shipping address and label depending on your residence country. 
3. Ship us the item. The seller provides free return shipping label and in order to ensure the safe return of the item, please package your item with care. Provide your Name, Surname and Address on the package. Also, put a note in the package with your Order ID. 
4. We receive your item back and refund you. The seller will refund you within 5-7 business days of receiving the returned item if after inspecting the quality of the item, he/she determines it qualifies for a refund. We will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Payment is usually refunded on Mondays, so if we received your item on Tuesday, then you will be refunded on next Monday.

A replacement is a new item that is exactly the same as the original item described in the listing. 

An exchange is a new item that is different than the original item described in the listing - for example, a different size or material, color. An item being replaced or exchanged should be of comparable value to the original item.

I. STEPS FOR REPLACEMENT:

1. Contact us.Request a replacement or exchange by emailing support[@]woodwe.eu. Give all the information about your order, tell us why you want to get the replacement of the product andsend us some pictures showing the issue.
2. If we approve the replacement. If the buyer and seller agree on the replacement, the seller will create a replacement order, which will be shipped in 1-3 business days after the agreement with the buyer.
3. We ship you the replacement. Once we ship you the replacement, we will provide you with the tracking code

Replacement rules:

• We will provide the replacement, when it complies with the warranty rules.
• The replacement will be sent with the express shipping. The shipping costs of the replacement will be covered by us.

II. STEPS FOR EXCHANGE:

1. Contact us. Request an exchange by emailing support[@]woodwe.eu. Give all the information about your order, tell us why you want to get the an exchange, more details about your device and send us some pictures showing the issue.
2. After request approval. The seller will create an exchange order, which will be shipped in 1-3 business days after the agreement with the buyer.
3. We will send return shipping label.
4. We ship you right size product. Once we ship you the exchange via Priority Standard Shipping (±5-10 working days), we will provide you with the tracking code.

All WoodWe products have lifetime warranty for adhesive, breakage issues.

Which means, the warranty is valid for these situations:

• The product cannot be stuck to your device
• The product peels off from your device after usage
• If WoodWe product is broken before usage
• If WoodWe product is broken during usage due to the product’s quality issues

If you have any other questions, comments, suggestions or insights, please do not hesitate to contact us via our official e-mail: support[@]woodwe.eu. Our awesome, friendly and helpful colleagues from customer service will get in touch with you within 24-48 working hours!

If you have any other questions, comments, suggestions or insights, please do not hesitate to contact us via our official e-mail: info@woodwe.eu">support[@]woodwe.eu. Our awesome, friendly and helpful colleagues from customer service will get in touch with you within 24-48 working hours!

No worries! In situation like this we would love to offer you a 60% discount for your next purchase on WoodWe! If this happened please contact us via support[@]woodwe.eu and we will send you a discount code.

No worries, everything can happen! In situation like this we would love to offer you a 60% discount for your next purchase on WoodWe! If this happened please contact us via support[@]woodwe.eu, send some photos of the problem and we will send you a discount code or will come up with the best solution for both sides.