Frequently asked questions

Yes. Every wooden piece is laser-cut and engraved in our workshop, then sanded, checked and packed by hand, one at a time. We don’t hold stock of personalised pieces: they are made after you order.

No. Frames ship without a photo — you slide your own in when it arrives. The standard opening is 13 × 9 cm, a common print size at every photo lab.

On the product page, fill in the engraving fields (name, date, measurements…). A live preview updates as you type. After you order, we email you a mock-up of the final engraving.

You approve it, we cut. If something is wrong, you can correct the text free of charge as long as cutting hasn’t started.

No. Engraving is included in the displayed price, however many fields you fill in. We don’t charge per character.

Yes, gladly. Write to us through the contact page describing your idea (dimensions, text, occasion) and attach a reference if you have one. We reply within 24 working hours with a quote.

In-stock items (jewellery, markers) leave within 24 to 48 working hours. Personalised pieces need 2 to 3 working days to make, plus delivery time on top.

You get an email with the tracking number as soon as the parcel is handed to the carrier.

Yes. We ship within France, across the EU, and to the UK, Switzerland, the United States and Canada. Rates and times appear at checkout once you enter your country.

Outside the EU, any customs duties are payable by the recipient.

Yes, on orders over €49 within mainland France. Below that, and for other destinations, the exact rate is shown at checkout — no surprises afterwards.

Go to the Order tracking page with your order number (format WIS-2026-0001) and the email you used at checkout. You’ll see exactly where it is: received, in production, shipped, in transit, delivered.

The direct link is in your confirmation email too.

Yes — you have 14 days from delivery to change your mind, under EU withdrawal rights. The item must come back in its original condition.

Legal exception: personalised pieces (engraved with your text) cannot be returned, unless there is a manufacturing fault or a mistake on our side. This is the standard rule for goods made to a customer’s specification.

Photograph the parcel and the piece, then write to us within 48 h through the contact page with your order number. We remake and reship at our cost — without asking you to send the broken item back.

Once your return arrives, the refund is issued within 3 working days to the original payment method. Depending on your bank, the money shows up within 5 to 10 working days.

A soft, dry cloth is enough. Avoid water, alcohol and household cleaners — they mark birch. Prolonged direct sunlight lightens the wood, so pick a wall that isn’t in sun all day.

Birch plywood is stable and barely moves indoors. It does not like bathrooms or outdoor use, though: under sustained high humidity the plies can separate. Our pieces are made for indoor use.

Visa, Mastercard and American Express, plus Apple Pay and Google Pay. Payments are handled by Stripe, a PCI-DSS Level 1 certified provider.

We never see or store your card details.

Yes. All displayed prices are in euros and include French VAT. The full total, shipping included, is shown before you confirm payment — nothing is added afterwards.