Frequently Asked Questions

Handcrafted in Switzerland from eco-friendly, mineral-based materials, every HW Designs piece is made with care and intention. This page answers the most common questions about our pieces, collections, and ordering process.

If you’re curious about something else, we’re always glad to hear from you.

Collection & Colors

How many collections do you have, and what do they represent?

We currently offer two main collections:

  • Serenity — functional art for modern living, designed as timeless, sculptural home accents.
  • Moments — intentional pieces for small daily rituals and meaningful gifts.

What is the Serenity core palette?


The Serenity core palette is our signature range of neutral tones — Crème, Vanilla, Latte, Mocha, Chalk Grey, Smoke Grey, and Charcoal Grey. These timeless colors appear throughout the collection for a cohesive, minimal look.

Materials & Care

What material do you use?

Each piece is handcrafted in our Swiss studio using an eco-conscious, mineral-based material. It offers a stone-like feel with a lighter footprint than traditional resin or concrete and is sealed for durability. The material itself is naturally flame-retardant and highly resistant to UV and moisture once sealed, ensuring each piece maintains its look and strength over time. Subtle variations in tone or texture are part of the handmade process — no two pieces are ever quite the same.

Are your pieces food-safe?

Our pieces are designed primarily for decorative use. While the surface is sealed, we recommend using them for dry foods only (such as nuts or wrapped treats) rather than liquids or meals. For fruits, botanicals, or serving ideas, always line with parchment or a napkin.

How should I care for my piece?

Wipe gently with a damp, soft cloth and mild soap if needed. Avoid harsh chemicals, dishwashers, or prolonged soaking. To protect the surface, do not cut directly on the piece or place in an oven or microwave.

Will my piece look exactly like the photos?

Not exactly — and that’s the beauty of it. Every item is hand-poured in small batches, which means slight variations in tone, pattern, or tiny air bubbles may appear. These are not flaws but unique marks of the handmade process.

Customization & Order

Do you offer custom orders?

Yes. Select pieces can be made to order in your preferred finish or color. For custom requests, please contact us directly before purchasing.

Ritual Use & Safety

Do you offer incense sticks, palo santo sticks, or other ritual items?

Currently, our Moments Collection focuses on handcrafted holders and vessels. In the future, our intention is to offer curated gift sets — pairing our designs with natural accents like incense, palo santo, botanicals, crystals or stones. Follow along as the collection evolves.

Can I use these pieces with candles, incense, or palo santo?


Yes — several of our designs in the Serenity or Moments Collection are created for small rituals such as incense sticks, incense cones, palo santo, or tealight candles. For safety, always place them on a heat-safe surface and never leave burning items unattended.

Shipping & Delivery

Do you ship internationally?

We currently ship to Switzerland and 26 countries across Europe:

Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Spain, Slovakia, Slovenia and Sweden.

We’re exploring international shipping beyond those countries. If you're located elsewhere, let us know — we'd love to hear from you.

Where do you ship from?

HW Designs studio is located in Switzerland, where all orders are handcrafted and prepared prior to shipping:

  • Orders within Switzerland ship directly from Switzerland.
  • Orders to all 26 countries across Europe will ship from France to ensure faster delivery and avoid customs delays.

How much is shipping?

Shipping rates are shown at checkout and vary by destination.

  • Within Switzerland: CHF 10
  • Europe: €10

All orders above 90 CHF/ €90 qualify for free shipping.

How long will my order take to arrive?

All pieces are made to order.

  • Processing time: 5–7 business days to handcraft, finish, and pack your order.
  • Custom requests: please allow 7–10 business days.
  • Delivery time: varies by destination and begins after dispatch.

If you have a specific deadline, please contact us before placing your order.


Will I get tracking information?

Yes. Once your order is dispatched (handed over to the shipping courier), you’ll receive an email with tracking details so you can follow your package.

Payments & Returns

What payment methods do you accept?

We accept major credit cards, and TWINT (for Swiss customers).

Do you accept returns or exchanges?

Due to the handmade-to-order nature of our work, we cannot accept returns, exchanges, or cancellations. Please review all product details carefully before placing your order. All sales are final.

What if my order arrives damaged?

If your order arrives damaged, please contact us within 24 hours of delivery by emailing info@hwdesigns.ch

Include:

  • Your order number
  • Clear photos or video of the damaged item and packaging
  • A note indicating whether you prefer a refund or store credit

We’ll assess each case individually and do our best to resolve the issue fairly. If store credit is chosen, it will be issued as a digital gift card that can be used toward any future order.