FAQ

Redefine your home with

01 About Our Products

How large are your products?

Sizing is individual to each product. Check the specific product page for detailed dimensions, weight, and capacity information.

Are your products functional or decorative?

Both. Every Anonymia piece is designed to be fully functional—food-safe, durable, and practical for daily use. At the same time, the handcrafted quality, continuous grain patterns, and natural beauty make them artisanal statement pieces worthy of display.

Can I use them every day?

Absolutely. Our pieces are built for daily use. With proper care (hand washing, regular oiling), they become more beautiful with age.

What makes your products "artisanal"?

Each piece is individually handcrafted from a single wood slab, with 90% of production time devoted to hand processes: slab selection, shaping refinement, multi-stage hand sanding, hand-applied finishing, and individual quality inspection. No assembly lines, no shortcuts.

How are your products different from mass-produced wooden pieces?

Mass-produced items are typically made from thin veneers, glued composites, or lowergrade wood, shaped quickly by machines with minimal hand finishing. Anonymia pieces are solid hardwood, individually selected and handcrafted, with continuous grain patterns and substantial weight that reflects authentic quality

Do your products have a "handmade" look?

They have the refined, intentional aesthetic of skilled craftsmanship—not rustic or rough. Each piece showcases the natural beauty of wood grain and subtle human touch, balanced with precision and attention to detail.

Do you offer customization?

Yes. Contact us to discuss your specific needs, including modified dimensions, wood species selection, finish type, and design alterations.

02 Our Craftsmanship

How are your products made?

Every Anonymia piece is handcrafted in our workshop from carefully selected wood slabs. We don't source finished products from suppliers—we control the entire production process from raw material to final piece. Each item is shaped, sanded, and finished by hand, ensuring exceptional quality and attention to detail. This approach allows us to maintain the integrity of the wood and create pieces that showcase authentic craftsmanship

What does "handcrafted from slabs" mean?

We start with solid wood slabs sourced from responsibly managed forests. Our craftsmen work with the natural grain and character of each piece of wood, transforming it into functional art. No two pieces are identical—each carries the unique story of its original timber. This meticulous selection process ensures we work only with wood that meets our standards for grain quality, color consistency, and structural integrity.

Why does each piece look slightly different?

Because we work with natural wood slabs, every piece has unique grain patterns, color variations, and natural markings. These aren't flaws—they're the signature of authentic craftsmanship and natural materials. This uniqueness makes each Anonymia piece one-of-akind. The natural characteristics of wood—including grain density, growth rings, and color shifts—create beauty that cannot be replicated.

How long does it take to make one piece?

Depending on complexity, a single piece can take several hours. This includes selecting the right wood slab, shaping, multiple stages of sanding, applying food-safe finishes, and final quality inspection. We never rush the process. The extended production time reflects our commitment to quality over quantity and ensures each piece meets our exacting standards.

Do you use machinery or is everything hand-made?

We use precision tools to shape the wood, but the critical work—selection, finishing, quality control, and surface treatment—is done entirely by hand. This combination ensures consistency in form while preserving the artisanal character of each piece. The hand-crafted stages account for approximately 90% of production time, which is why each Anonymia piec carries genuine artisanal value.

Are your pieces made to order or do you have stock?

We work exclusively on a made-to-order basis. This allows us to craft each piece specifically for you. Production time varies depending on current volume and complexity, but we'll provide an accurate timeline when you place your order. Made-to-order production also promotes sustainability by reducing waste and ensuring resources are used efficiently.

Why is working from a single piece of wood important?

Each Anonymia piece is carved from a single piece of wood. This means the grain pattern flows naturally throughout the entire product—no joints, no seams, no compromises. Every grain line is continuous and unique, creating truly one-of-a-kind pieces that cannot be replicated. This is the hallmark of authentic handcrafted woodwork. Continuous grain not only enhances visual harmony but also provides superior structural integrity, as the wood fibers align uniformly, increasing strength and reducing the risk of splitting.

03 Materials

What wood species do you use?

We work exclusively with hardwoods including ash, oak, and walnut. Each species has distinct characteristics: ash offers light color with prominent grain, oak provides warm tones and classic durability, and walnut brings rich dark brown premium appearance.

Why hardwood rather than softwood?

Hardwoods are significantly denser and more durable than softwoods, making them ideal for functional pieces that will be used daily. Oak, ash, and walnut provide the weight and structural integrity necessary for pieces that last generations.

What finishes do you use?

We use several finish methods, each creating distinct characteristics:

Natural Oil Finish

Our standard finish uses food-safe mineral oil that penetrates deep into the wood fibers. This enhances grain visibility and provides internal protection while allowing the wood to breathe naturally. Oil finishes require regular maintenance (every 3-6 months) but develop a rich patina over time.

Beeswax Finish

Food-safe beeswax is hand-applied to create a subtle protective surface sheen. Beeswax remains completely food-safe, provides water resistance, and creates a soft, matte appearance. Like oil finishes, it requires periodic re-application to maintain protection.

Bleaching

Selected pieces are treated with natural bleaching processes to lighten the wood and highlight grain patterns.

Sand Blasting

We use sand blasting to texture the surface of certain pieces, creating tactile depth and visual interest. This technique exposes different wood layers and emphasizes grain direction. Sand-blasted surfaces receive protective finishing to remain food-safe.

Yakisugi (Shou Sugi Ban)

Yakisugi is a Japanese wood-charring technique where the surface is carefully burned to create deep black or charcoal finishes. This ancient method enhances durability, creates striking visual contrast, and adds complexity to grain patterns. After charring, surfaces are sealed with food-safe finish for functionality and longevity.

Are your finishes really food-safe?

Yes, absolutely. All finishes we use are food-safe.

Do you use reclaimed or salvaged wood?

Currently we work exclusively with sustainably harvested new timber. This ensures consistent quality, structural integrity, and food-safety compliance for every piece we produce.

Why does the wood grain vary between pieces?

Each tree has unique growth patterns influenced by climate, soil, age, and position in the forest. Grain density, color shifts, and natural markings reflect the wood's individual story. These variations are what make each piece authentically one-of-a-kind.

What determines wood color?

Natural wood color varies by species, age, and growing conditions. Walnut is naturally dark brown, oak ranges from honey to amber tones, and ash tends toward pale cream. Color can also shift slightly with age and exposure to light—this is a natural characteristic of real wood.

04 Usage & Maintenance

How do I clean my Anonymia piece?

Hand wash with warm (not hot) water and mild dish soap immediately after use. Dry thoroughly with a soft cloth. Never soak, leave in standing water, or use a dishwasher.

Can I put wooden products in the dishwasher?

Never. The extreme heat, prolonged water exposure, and harsh detergents will cause warping, cracking, finish deterioration, and permanent damage.

How often should I oil my piece?

Every 6 months, depending on usage frequency and environment. If the wood looks dry, feels rough, or water no longer beads on the surface, it's time to re-oil.

What type of oil should I use?

Food-safe mineral oil or beeswax. Avoid cooking oils like olive or vegetable oil—they can go rancid and create unpleasant odors.

What should I avoid?

- Soaking or prolonged water exposure
- Extreme heat or temperature fluctuations
- Direct sunlight for extended periods
- Harsh chemicals, bleach, or abrasive cleaners
- Metal utensils that can scratch surfaces
- Microwave or oven use

My piece looks dry or dull—what should I do?

This means the wood needs nourishment. Apply food-safe oil generously and allow it to penetrate. Buff with a soft cloth. Regular oiling prevents this and keeps wood looking vibrant.

Can I use my piece for hot food?

You can serve warm food, but avoid placing extremely hot items directly on wood. High heat can damage the finish and potentially crack the wood. Use trivets or heat pads under very hot cookware.

How long will my piece last?

With proper care—regular oiling, hand washing, and avoiding extreme conditions— Anonymia pieces can last decades and become family heirlooms.

05 Orders & Delivery

How long does production take?

Since we work made-to-order, production time varies from 1-3 weeks depending on current order volume and product complexity. You'll receive an estimated timeline when you place your order.

Where do you ship?

We ship worldwide.

Can I track my order?

Yes, you'll receive a tracking number via email once your order ships.

How are products packaged?

We use protective materials to prevent damage during transit and minimize packaging waste. Products are carefully wrapped and secured in recyclable, eco-conscious materials.

Do you ship outside Europe?

Yes. Customs fees and import taxes may apply and are the buyer's responsibility. We cannot predict these costs as they vary by country and product value.

Do you offer express production or shipping?

Contact us to discuss rush orders. We'll do our best to accommodate urgent requests, though we never compromise on quality regardless of timeline.

06 Returns & Exchanges

What is your return policy?

Under EU law, you have 14 days from delivery to notify us of cancellation for any reason. Products must be unused and in original condition. You have an additional 14 days after notification to return items.

How do I return something?

1. Email us within 14 days of delivery with your order number and items to return
2. We'll provide return instructions
3. Pack items securely in original packaging
4. Ship within 14 days of notification

Who pays return shipping?

Customer pays return shipping costs unless the item is defective, damaged, or incorrect.

When will I get my refund?

We'll refund within 14 days of receiving returned items or proof of return shipment to your original payment method.

What if my item arrives damaged or defective?

Can I exchange for a different product or finish?

Yes, contact us to arrange an exchange. Same return and shipping policies apply. Note that since we work made-to-order, exchanges require producing a new piece, which may extend your timeline.

07 Sustainability

How do you minimize waste?

We aim to utilize maximum usable material from each wood slab. Our craftsmen carefully plan cuts to reduce offcuts. Any wood scraps, sawdust, and chips from milling are repurposed—never discarded.

What happens to wood offcuts and sawdust?

All wood waste is used productively:
- Heating : Wood chips and offcuts fuel our workshop heating system, converting waste
into renewable energy
- Animal bedding : Clean sawdust and shavings are provided to local farms for livestock
bedding

Is wood a sustainable material?

Yes, when responsibly sourced. Wood is renewable, biodegradable, and stores carbon absorbed during the tree's growth. Sustainably managed forests regenerate, ensuring continued supply without ecological harm.

Do you source locally?

We prioritize hardwoods to minimize transportation emissions and support forestry economies. All ash, oak, and walnut come from suppliers with transparent, legal harvesting practices.

What about packaging waste?

We use minimal, recyclable packaging materials to protect products during shipping while reducing environmental impact. We avoid excessive plastic and prioritize paper-based, biodegradable, or reusable materials.

Is made-to-order production more sustainable?

Yes. Made-to-order eliminates overproduction waste, unsold inventory, and the energy costs of warehousing. We only produce what customers order, ensuring resources are used efficiently and intentionally.

How long-lasting are your products compared to alternatives?

With proper care, Anonymia pieces last decades. Longevity is the most sustainable choice.

Are you carbon neutral?

We're actively working toward minimizing our carbon footprint through practices like biomass heating from wood waste, local sourcing, and made-to-order production. Sustainability is central to our operations and continually improving.

08 Payments & Billing

Which payment methods do you accept?

We accept all major credit and debit cards (Visa, MasterCard, American Express) processed securely via Stripe. For faster checkout, we also support PayPal, Apple Pay, and Google Pay. Depending on your shipping country, additional local payment methods may be available at checkout.

Is my payment information secure?

Yes. All transactions are processed via PCI-DSS Level 1 certified gateways (Stripe and PayPal), ensuring the highest security standard for data protection. Anonymia does not store your full card details; we only retain the last four digits and expiry date for your reference and verification purposes.
Your personal data is protected under the GDPR. We share payment data only with our payment processors (Stripe, PayPal) solely for the purpose of completing your transaction, and never for marketing or unauthorized purposes.

Why was I asked to verify my payment (3D Secure)?

In compliance with the EU Payment Services Directive (PSD2), your bank may require Strong Customer Authentication (SCA) to prevent fraud. This typically involves confirming the payment via your banking app, SMS code, or fingerprint. If this step is not completed, your bank will automatically decline the transaction.

When will my card be charged?

Your card is charged immediately upon order confirmation. Since many of our items are made-to-order or limited editions, this upfront payment secures your allocation and initiates the production or dispatch process.

Do your prices include VAT (Taxes)?

It depends on your shipping destination:
For EU Customers: Yes. Prices include VAT applicable to your country. VAT rates are subject to change based on local legislation. No extra taxes are charged at delivery.
For Non-EU Customers: No. For orders shipped outside the European Union, we deduct VAT at checkout (the price will be lower). However, you may be responsible for local import duties and taxes upon delivery (see Question 9).
B2B Customers in EU: Enter your valid VAT ID at checkout to receive a 0% VAT invoice (Reverse Charge).

My card is in a different currency (USD). Will I be charged extra?

Our store bills strictly in EUR and USD. If your card is in another currency, your bank (or PayPal) will convert the transaction at their daily exchange rate. "We only receive the exact EUR amount " add USD. Shown at checkout; any small difference on your statement is a conversion fee charged by your provider, not us.

Why was my payment declined?

Common reasons: 3D Secure verification failure, daily spending limits, international transaction blocks, or insufficient funds.
Solution:
- Authorize the transaction in your banking app (3D Secure confirmation).
- Try using PayPal, Apple Pay, or Google Pay, which often bypass these restrictions.
- Contact your bank to check if they block international e-commerce transactions.
- If the problem persists, contact us at hello@anonymia.com with your order ID.

Can I receive a tax invoice for my company?

For B2C (Consumer) Customers: Enter your full name and address during checkout. A receipt will be sent immediately after payment. If you need a tax invoice, contact hello@anonymia.com.
For B2B (Business) Customers: Enter your company name, address, VAT ID, and billing details during checkout. A compliant tax invoice (VAT 0% if your VAT ID is valid) will be automatically generated and sent immediately after payment.
Important: Invoices cannot be modified after issuance due to Danish tax law. If you require a correction, contact hello@anonymia.com to request a credit note and reissuance. Verify your details before confirming the order.

Will I have to pay import duties or customs fees?

EU Orders: No duties or customs taxes.
International Orders (UK, USA, Australia, etc.): Yes. We ship on a DAP (Delivered At Place) basis, meaning product prices do NOT include local import duties, VAT, or customs taxes.
What this means: The carrier may ask you to pay these fees at delivery (cash or card).
Before ordering, we strongly recommend checking your local customs regulations.
Important: We cannot refund shipping costs if your package is rejected due to unpaid customs fees or if you refuse the delivery.

I live outside the EU. Does the standard 2-year warranty apply?

We stand behind the quality of our craftsmanship worldwide. However, legal warranty terms follow Danish law. Please note that wood is a living natural material; slight changes in structure, color, or minor cracks caused by extreme humidity or temperature changes in your home environment are considered natural features, not manufacturing defects, and are not covered by warranty.

Which laws govern my purchase?

By placing an order, you agree that your purchase is governed exclusively by the laws of Denmark. Any disputes arising from this contract shall be settled by the competent courts of Denmark.
For consumers (B2C) residing in the EU: This clause does not affect your statutory rights to bring proceedings in the courts of your country of residence.

I am an architect/reseller. Do you offer trade accounts?

Yes. We offer a dedicated Trade Program for architects, interior designers, and retailers. This includes net pricing, volume discounts, and access to 3D/CAD files. Please contact hello@anonymia.com before placing your first order to set up your account status.For consumers (B2C) residing in the EU: This clause does not affect your statutory rights to bring proceedings in the courts of your country of residence.

Can I pay by Bank Transfer (Invoice)?

Yes, for B2B orders exceeding €2,000 (or on request).
How to pay:
- Select “Bank Transfer (Pro-forma Invoice)” at checkout.
- You will receive a PDF invoice with our IBAN and payment reference (order ID).
- Send payment via SEPA Instant (preferred) or Standard SEPA.
- Production/Shipping starts only after funds have been received and cleared.
Typical processing time: 1–2 business days for SEPA Instant; 3–5 for Standard SEPA.
Important: Pro-forma invoices are valid for 14 days. A final tax invoice will be issued only after payment has been received and cleared. If payment is not received within this period, we reserve the right to cancel the order and release your production slot.
Benefit: No card fees = lower prices for you.

Does the 14-day “Right of Withdrawal” apply to business purchases?

No. The statutory 14-day right of withdrawal applies only to consumers (B2C). For B2B (Business-to-Business) transactions, all sales are final unless there is a manufacturing defect or shipping damage.
For B2C customers: If you are a consumer and want to know about the 14-day withdrawal period, see our Returns section (FAQ).
B2B Returns: Only accepted for manufacturing defects or shipping damage, which must be reported within 48 hours of delivery.
By placing a B2B order, you acknowledge and accept that you are waiving the consumer right of withdrawal in accordance with the Danish Sale of Goods Act.

How does VAT work for my company (Intra-Community Supply)?

If you are a VAT-registered company in the EU (outside Denmark):
- Enter your valid VAT ID at checkout (format: COUNTRY_CODE + NUMBER, e.g., DE123456789).
- The system will validate it against the VIES database in real-time.
- If valid, VAT will be automatically set to 0% (Reverse Charge).
If VIES validation fails:
• Verify that your VAT ID is correctly formatted and currently active.
• If the problem persists, contact us at hello@anonymia.com with your VAT ID and company name so we can manually verify and adjust your invoice.
Manual VAT ID verification typically takes 1–2 business days. If your VAT ID is confirmed valid, we will issue a corrected invoice with 0% VAT within 5 business days.
Important: We are legally required to charge VAT if a valid VAT ID is not provided at checkout. We cannot refund VAT after the invoice has been issued (per Danish tax law).

Is there a different warranty for commercial use?

Yes. Products used in commercial environments (hotels, offices, restaurants) are covered by a 1-year commercial warranty against structural defects. This warranty does not cover normal wear and tear expected in high-traffic environments.

09 B2B & Trade Professionals

Who is eligible for a Trade / Wholesale account?

We partner with interior designers, architects, hospitality developers, and selected retailers. To qualify, you must provide a valid VAT number (EU) or business registration documents (International). We reserve the right to review your brand alignment before approval.

What pricing and payment terms do you offer?

We offer a tiered discount structure based on your project volume or annual spend.
Projects: Proforma invoice (50% deposit, balance before shipping).
Retailers: First orders are always Proforma. Net 30 payment terms may be available for repeat partners subject to credit checks.
Currency: Invoices are issued in EUR and USD.

Is there a Minimum Order Quantity (MOQ)?

Stock Items: No MOQ. You can order single pieces (ideal for interior styling).
Custom/Bespoke: MOQ applies – typically 20+ units depending on complexity.
Retailers: Minimum opening order value of €2,000 applies to qualify for wholesale pricing.

Do you offer customization or bespoke solutions?

Yes. As we manufacture in-house, we can adapt dimensions, wood species, and details for hospitality or commercial projects. Lead times for bespoke orders are typically 6–10 weeks. Contact hello@anonymia.com with your technical drawings.

Are your products suitable for commercial use?

Yes, our solid wood products are built for durability.
Finish: We use high-quality natural oils exclusively, even for commercial projects. This maintains the tactile authenticity of the wood but requires regular maintenance in high-traffic areas (restaurants/hotels) to prevent stains.
Warranty: We offer a specific 1-year Commercial Warranty for B2B contracts, covering structural manufacturing defects. Surface wear and tear or damage due to lack of maintenance (re-oiling) is excluded.

Logistics, Packaging & Barcodes

Packaging: All items are individually boxed in plastic-free packaging.
Retail Ready: Products come labeled with EAN-13 barcodes, making them ready for immediate inventory scanning and resale in your store.
Shipping: We ship DAP (Delivered at Place) via courier for small orders. Palletized shipments can be arranged via your preferred forwarder or our partners.

Can I get samples and marketing assets?

Assets: Approved partners get access to our Media Bank (High-res lifestyle photos, packshots, 2D/3D CAD files).
Samples: We offer a Trade Sample Box (wood finishes & textures). The cost is fully refundable against your first order over €1,000.

Do you offer exclusivity?

Opening a wholesale account does not grant territorial exclusivity. Exclusivity agreements are negotiated separately and require committed annual volumes. We strictly monitor our brand representation; partners heavily discounting our products may have their accounts reviewed.

Can I sell your products on marketplaces like Amazon or Etsy?

No. To maintain our brand integrity and pricing structure, we do not authorize sales on third-party marketplaces such as Amazon, eBay, or Etsy. Authorized partners may sell Anonymia products only through their own physical stores and their own branded e-commerce sites.

How should I handle product care with my customers?

Since we use natural oil finishes, proper care is essential. We include a care card with every product. As a retailer, it is your responsibility to inform the end customer that the product requires periodic re-oiling to maintain its resistance and warranty validity. We can provide digital care guides for your website.

How do I apply?

Please create an account and email your VAT/Business details to hello@anonymia.com. We typically approve accounts within 24 hours.