FAQ
Wood, care, orders and trade. Straight answers.
01. About our products
How large are your products?
One size per design. Chif 400 × 200 mm, height 45 mm. Nokk 346 × 243 mm, height 47 mm. Dungk Ø 300 mm, height 75 mm. Twyrrl Ø 300 mm, height 75 mm. Clong 400 × 300 mm, height 75 mm. Klink 385 × 300 mm including handle, height 45 mm. Vrull 405 × 199 mm, height 75 mm. Flit 330 × 315 mm, height 45 mm. Swits Ø 200 mm, height 94 mm. Glagk 355 × 248 mm, height 75 mm including lid. Dimensions ± 5 mm. Every product page shows a drawing with the dimensions.
Are your products functional or decorative?
Both. Use them every day. They're solid. Food-safe. Cold food only. Then leave them out. They were never meant for a cupboard.
Can I use them every day?
Yes. They're made for it. Wash by hand and dry at once. Oil them now and then; bleached ash needs no oil. They get better with age.
How much of the work is done by hand?
About 90% of production time. A machine gives each piece its shape. Hands do the rest: selecting the wood, refining the shape, sanding in stages, finishing and inspecting every piece.
What makes an Anonymia® piece different?
Every part is one piece of solid oak, ash or walnut. No veneers, no joints, no glue lines. The weight is real. Pick one up.
Do your products look rustic?
No. Precise, not rough. The grain shows. Nothing rustic.
Do you offer customisation?
Ten designs, six finishes. That's the menu. We don't change dimensions, woods or details—the design is finished.
02. How we make it
How are your products made?
In our own workshop in the EU: a century-old soap factory that now works wood. We select the timber, mark it, plane it and shape it on a CNC machine, then use hand tools and hours of sanding. Each finish has its own steps (see Materials), and every piece is inspected. Nothing is bought in finished.
What does "made from a single piece of wood" mean?
Each object starts as one block of solid oak, ash or walnut and stays that way. No joints, no glue lines. Swits and Glagk have a lid: body and lid are each one piece. We choose the wood for grain, colour and soundness.
Why does each piece look slightly different?
Because it's wood. Grain, colour and markings vary from piece to piece. We'd worry if they didn't.
How long does it take to make one piece?
Hours of work, depending on the design and finish. Most of it is sanding and finishing.
Do you use machines, or is everything done by hand?
Both. A machine gives the shape. Hands give the surface, and that is about 90% of the time.
Why is working from a single piece of wood important?
No joints, no seams, nothing to come apart.
What happens to offcuts and sawdust?
Offcuts are used as fuel for heating. Sawdust goes to farms as animal bedding.
03. Materials
What wood species do you use?
Oak, ash and walnut. Only these three. Oak and ash are European, from Central Europe; walnut is American. Ash is pale with a lively grain, oak is warm and dense, walnut is dark brown.
Why hardwood rather than softwood?
Oak, ash and walnut are dense and hard-wearing. Daily use needs exactly that. Softwood dents. These are made to last, not to be replaced.
What finishes do you use?
Six. Food-safe. Cold food only.
- Walnut, oiled oak, oiled ash: tung oil, then a hardwax oil. It brings up the grain and protects the wood from within. The surface deepens with time. Food-safe. Cold food only.
- Sandblasted oak: sandblasted for about an hour until the soft wood goes and the hard grain stands up. Sealed with tung oil and a hardwax oil. Food-safe. Cold food only.
- Bleached ash: Bleached in ten layers, then oiled. It keeps the pale tone and needs no re-oiling. Food-safe. Cold food only.
- Yakisugi (Shou Sugi Ban): a Japanese technique. We char ash with a flame, brush it back and even the tone with black pigment. Sealed with tung oil and a hardwax oil. Near-black, with the grain in relief. Food-safe. Cold food only.
Are your finishes food-safe?
Yes. Food-safe. Cold food only. This applies to all six finishes. Walnut, oiled oak, oiled ash and sandblasted oak: tung oil and hardwax oil. Bleached ash: bleached in ten layers, then oiled. Yakisugi: black pigment, tung oil and hardwax oil.
Do you use reclaimed or salvaged wood?
No. We work only with new timber. It gives us consistent quality, sound wood and food safety in every piece.
What determines wood colour?
The species decides most of it: walnut is dark brown, oak runs from honey to amber, ash is pale cream. Age and growing conditions do the rest. Light shifts the colour a little over the years. That is wood, not a flaw.
04. Use and care
How do I clean my Anonymia® piece?
By hand, right after use, in warm (not hot) water with mild soap. Dry it at once with a soft cloth. Never soak it or leave it in standing water.
Can my Anonymia® piece go in the dishwasher?
No. It won't survive the dishwasher. Nothing we make will. The heat and water warp and crack the wood and ruin the finish.
How often should I oil my piece?
About every six months, depending on use. If the wood looks dry, feels rough or water no longer beads on the surface, it's time. Bleached ash needs no re-oiling.
What type of oil should I use?
A hardwax oil. Never olive or vegetable oil: they go rancid.
What should I avoid?
- Soaking or standing water
- The dishwasher, microwave and oven
- Hot food and very hot dishes
- Strong sun for long periods
- Harsh chemicals, bleach or abrasive cleaners
- Metal tools that scratch
My piece looks dry or dull—what should I do?
It's thirsty. Rub in a hardwax oil, let it soak in and buff it with a soft cloth. Bleached ash: wipe it with a damp cloth and dry it.
Can I use my piece for hot food?
No. Use it for cold food only. Hot food and hot dishes can mark the finish.
How long will my piece last?
Made to be with you for years—not for seasons. Wash it by hand, oil it now and then (bleached ash needs no oil) and keep it away from extreme heat and standing water.
05. Orders and delivery
How long does delivery take?
Some pieces are ready to ship. Others we make for you. The delivery deadlines are set out in our Terms and Conditions, section 6. If anything changes, we tell you early and explain your options.
Where do you ship?
Worldwide, except sanctioned countries. Shipping is €25 per order, wherever you are.
Can I track my order?
Yes. You get a tracking number by email when your order ships.
How are products packaged?
Plastic-free. Each piece ships in its own box, protected by paper-based materials, with a care card.
Do you ship outside the EU?
Yes. Outside the EU, import duties and local taxes may be charged on delivery and are paid by the customer. See "Will I have to pay import duties or customs fees?"
Can you deliver by a set date?
Ask before you plan around a date. We reply within one working day and say plainly whether we can make it. We won't cut corners to get there.
06. Returns, warranty and law
What is your return policy?
Under EU law, consumers have 14 days from delivery to withdraw from a purchase, without giving a reason. You may handle the items only as needed to inspect them, as you would in a shop. If they have been handled beyond that, we may reduce the refund by the actual loss in value (Terms and Conditions, section 9.7). You then have 14 days after notifying us to send the items back.
How do I return something?
- Email us within 14 days of delivery with your order number and items to return
- We'll provide return instructions
- Pack items securely (original packaging is helpful but not required)
- Ship within 14 days of notification
Who pays return shipping?
The customer pays return shipping, unless the item is defective, damaged or incorrect.
When will I get my refund?
We refund you within 14 days of receiving your cancellation notice, to your original payment method. We may wait until we receive the items or proof that you have sent them back.
What items can't be returned?
Only pieces made to your own specifications, and we do not make these. Every standard piece can be returned within the 14-day withdrawal period (Terms and Conditions, section 10).
What if my item arrives damaged or defective?
Write to hello@anonymia.com as soon as you can, with your order number and a short description. Photos help us act quickly. You can have the piece repaired or replaced free of charge, and we pay the return costs. If neither is possible, you may be entitled to a price reduction or a refund (Terms and Conditions, section 8). Business purchases: section 3.4.
Can I exchange for a different product or finish?
Yes. Write to us to arrange it; the same return and shipping rules apply.
I live outside the EU. Does the standard two-year warranty apply?
Yes. We stand behind the quality of our work worldwide, and the legal guarantee follows Danish law (see Terms and Conditions). Wood is a natural material: slight changes in colour or structure over time are normal characteristics of wood, not defects. This does not limit your statutory rights.
Which laws govern my purchase?
Danish law governs your purchase. If you are a consumer, you keep the protection of the mandatory consumer laws of your country of residence, and you may bring a claim in the courts where you live when the law allows it. Disputes with business customers are settled by the Danish courts (Terms, section 15).
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.
Does the 14-day “Right of Withdrawal” apply to business purchases?
No. The statutory 14-day right of withdrawal applies only to consumers (B2C). Business (B2B) orders cannot be cancelled or returned for a change of mind unless we agree in writing.
For B2C customers: If you are a consumer and want to know about the 14-day withdrawal period, see our Returns section (FAQ).
B2B defects and shipping damage: inspect the goods on delivery and notify us in writing promptly, and no later than one year after delivery (Terms, section 3.4).
Cancellation of business orders is covered in section 3.3 of our Terms and Conditions.
Is there a different warranty for commercial use?
We do not offer a separate commercial warranty. For business purchases, defects must be notified in writing within one year of delivery (see Terms and Conditions, section 3.4). Normal wear and tear in high-traffic environments is not a defect.
07. Payments and billing
Which payment methods do you accept?
Card (Visa, Mastercard, American Express), Apple Pay and Google Pay, all processed by Stripe. Approved trade-account customers can also pay by bank transfer against our invoice.
Is my payment information secure?
Yes. Payments are processed by Stripe, which is certified to PCI-DSS Level 1, the highest security standard for card payments. Your card details are entered directly into Stripe's secure payment form; Anonymia® never sees or stores your full card number.
Your personal data is protected under the GDPR. We share payment data only with Stripe, solely to complete your transaction, and never for marketing.
Why was I asked to verify my payment (3D Secure)?
It's a fraud check by your bank, required under EU payment rules (PSD2). Your bank may ask you to confirm in your banking app, by SMS code or fingerprint. If you don't, it declines the payment.
When will my card be charged?
Your card is charged when you place your order. This does not affect a consumer's 14-day right of withdrawal.
Do your prices include VAT?
The price shown on our website is the price you pay at checkout, wherever you are:
For EU customers: Yes. Prices include VAT at the rate that applies in your country. No extra taxes are charged at delivery.
For non-EU customers: You pay the same price at checkout. Local import duties, taxes or customs fees are not included and may be charged by your country on delivery (see "Will I have to pay import duties or customs fees?").
Any company can buy at checkout and pay by card. Checkout prices include VAT, and you receive a VAT invoice with your company details after payment. Approved trade-account customers can also pay by bank transfer against invoice, before shipping (see "Can I pay by bank transfer (invoice)?"). Once we have verified your VAT number in the EU VIES register, that invoice is issued with 0% VAT under the reverse charge.
My card is in a different currency. Will I be charged extra?
All prices are shown and charged in euros (EUR). If your card is in another currency, your bank converts the payment at its own exchange rate. The EUR amount shown at checkout is what we receive; any difference on your statement is a conversion fee charged by your bank, not by us.
Why was my payment declined?
Usually one of four things: the payment was not confirmed in your banking app (3D Secure), a daily limit was reached, your bank blocks international online payments or there wasn't enough money on the card.
- Confirm the payment in your banking app
- Try another card
- Ask your bank whether it blocks international online payments
- Still stuck? Write to hello@anonymia.com with your order number
Can I receive a tax invoice for my company?
For consumers: a receipt is sent by email after payment. If you need an invoice, contact hello@anonymia.com.
For businesses: every order comes with a VAT invoice with your company name, address and VAT number.
An invoice cannot be changed once it is issued. If you need a correction, write to hello@anonymia.com and we issue a credit note and a new invoice. Check your details before you confirm 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. Prices do not include import duties, VAT or customs fees; the carrier collects them on delivery, in cash or by card. In the UK, private customers order the Sample Box together with a product.
Check your local customs rules before you order. Unpaid customs fees can cause a package to be returned to us. If you are a consumer, your right of withdrawal applies as described in our Terms and Conditions.
Can I pay by bank transfer (invoice)?
Yes, for approved trade accounts.
How it works:
- Write to hello@anonymia.com with your company name, VAT number, the designs, finishes and quantities. Invoice and bank transfer are for approved trade accounts; other companies pay by card at checkout and receive a VAT invoice.
- We send you an invoice by email with our IBAN and a payment reference.
- Send payment via SEPA Instant (preferred) or Standard SEPA.
- We prepare your order once payment is received.
We ship once your payment arrives. If it does not arrive within 14 days, we may cancel the order.
VAT is shown on the invoice according to your country and VAT number.
How does VAT work for my company (Intra-Community Supply)?
If you are a VAT-registered company in the EU:
- Approved trade-account customers can pay by bank transfer against invoice, before shipping. Other companies pay by card at checkout and receive a VAT invoice. Have your VAT number ready (format: country code + number, e.g. DE123456789).
- We verify your VAT number in the EU VIES register before issuing the invoice. If it is valid, the invoice is issued with 0% VAT under the reverse charge.
If your VAT number cannot be verified:
- Check that your VAT number is correctly formatted and currently active.
- We contact you by email. Until the number is confirmed as valid, the invoice includes VAT.
Questions about your VAT number? Write to hello@anonymia.com.
Businesses in the country the order ships from are charged local VAT.
08. B2B and trade professionals
Who is eligible for a trade account?
Interior designers, architects, hospitality developers and selected retailers. You need a valid VAT number (EU) or business registration documents (outside the EU). We also check that your business fits the brand.
I am an architect/reseller. Do you offer trade accounts?
Yes. Trade accounts are for interior designers, architects, hospitality developers and selected retailers. Each approved account gets individual trade pricing, and larger projects are discussed one by one. Product sheets, images and cut-outs are open downloads on the professionals page. Open a trade account or write to hello@anonymia.com.
What pricing and payment terms do you offer?
Approved trade accounts receive an individual trade discount.
Approved trade-account customers can pay by bank transfer against invoice, before shipping. Other companies pay by card at checkout and receive a VAT invoice. We prepare your order once payment is received.
Retailers: all orders are paid in advance.
Currency: all prices and invoices are in euros (EUR).
Is there a minimum order quantity (MOQ)?
Single pieces: no minimum.
Project orders: quantities and dates are agreed per project. Write to hello@anonymia.com.
Can you supply larger projects?
Yes. For hospitality, retail and interior projects we supply our standard designs and finishes in larger quantities. We do not change dimensions, woods or details. Write to hello@anonymia.com with the designs, quantities and timeline you need.
Are your products suitable for commercial use?
Yes. Solid wood is built for it.
Finish: commercial projects get the same six finishes as our standard range: oil and hardwax oil, bleached and oiled ash, black pigment on yakisugi. Food-safe. Cold food only. The wood stays tactile, but in high-traffic areas (restaurants, hotels) it needs regular oiling to prevent stains. Bleached ash needs no re-oiling.
Defects: for business purchases, defects must be notified in writing within one year of delivery. Surface wear or damage caused by lack of maintenance (re-oiling) is not a defect.
How do you pack and ship trade orders?
Packaging: all items are individually boxed in plastic-free packaging.
Retail ready: every piece carries an EAN-13 barcode, ready for scanning and resale in your store.
Shipping: we ship DAP (Delivered at Place) via courier for small orders. Palletised shipments go through your preferred forwarder.
Can I get files and samples?
Files: product sheets, images, cut-outs and 2D/3D files are available to download on the professionals page.
Samples: the Sample Box holds all six finishes as faceted wooden stones. €50, deducted from an order of €1,000 or more (excl. VAT) within one year.
Do you offer exclusivity?
A trade account does not come with territorial exclusivity. Exclusivity is negotiated separately and needs committed annual volumes. We watch how the brand is shown; accounts that discount it heavily may be reviewed.
Can I sell your products on marketplaces like Amazon or Etsy?
No. Anonymia® doesn't belong between phone chargers and garden hoses. We do not authorise sales on third-party marketplaces such as Amazon, eBay or Etsy. Authorised 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?
Every piece comes with a care card. Tell your customers to oil it now and then (bleached ash needs no oil), and it will keep its looks for years. We can supply digital care guides for your website.
How do I apply?
Open a trade account with your company details and VAT number. Within three working days we approve it or tell you what's missing.