Contact Us
Contact Us
We’re here to help! Whether you have questions about our items, need assistance with an order, or just want to share feedback, feel free to reach out. Reach out to us anytime.
Get in Touch
Reach out to us anytime, and we’ll get back to you within 24 hours.
Call us Monday to Sunday, 9:00 - 18:00 (GMT+2) Warsaw Time
Our Address
Collect your order in person:
Słomiana 24/100, 30-316 Cracow, Poland
Monday - Friday, 9:00 - 18:00
What materials are used in your products?
At Untouched, we have a zero-compromise policy when it comes to your health. Every product in our collection is 100% plastic-free and crafted from pure, earth-derived materials that are safe for both your body and the planet. We exclusively use:
Organic Wood & Bamboo: Sustainably sourced and left in its natural state, free from toxic varnishes or formaldehyde.
Stainless Steel: Durable, corrosion-resistant, and completely free from BPA, phthalates, and lead.
Borosilicate Glass: A non-porous, hypoallergenic material that doesn’t leach chemicals into your food or drinks.
Handcrafted Ceramics: Made with natural clays and finished with 100% lead-free, non-toxic glazes and pigments.
We meticulously vet every supplier to ensure that no hidden synthetics or hormone disruptors enter your home. When we say untouched, we mean it—pure materials, exactly as nature intended.
Do you offer custom or personalized orders?
At Untouched, we combine nature’s individuality with your personal touch. We are pleased to offer custom personalization exclusively for our wooden essentials, allowing you to create a one-of-a-kind heirloom through bespoke engravings.
While our ceramics and steel items remain in their pure, original state, our organic wood can be tailored to your story. Because we work with natural grains, every customization remains as unique as the wood itself—ensuring the piece you receive is yours alone.
What is your return and exchange policy?
We want you to be completely satisfied with your natural essentials. If for any reason you change your mind, we offer a 14-day return and exchange period from the date you receive your order.
Returns: You may return unused items in their original packaging within 14 days. Please note that the buyer is responsible for covering the return shipping costs.
Exchanges: We are happy to offer exchanges for products of the same or greater value. If you choose an item of higher value, the difference can be settled via an additional payment.
Condition: To be eligible, items must be returned in their original, "untouched" condition to ensure they remain safe and beautiful for their next home.
How long does shipping take?
Poland: 1 working day.
Germany, Czechia, Slovakia, Latvia, Lithuania, and Estonia: 3 working days.
Other European Union countries: 4–5 working days.
We ensure that every shipment is packed with care, using plastic-free and sustainable materials to guarantee your products arrive safely and in harmony with our eco-friendly mission.
Do you ship internationally?
Yes! We currently ship to all European Union countries. Our mission is to make plastic-free, non-toxic living accessible across the continent.
Every international order is shipped with the same level of care, using 100% plastic-free packaging to ensure your natural essentials arrive safely at your doorstep, no matter where in the EU you are located.
How can I track my order?
Once your order is placed, we get to work right away. You will receive an email containing your tracking number within 1 working day. Simply click the link provided in the message to follow your package's journey as it makes its way to your home.
What should I do if my item arrives damaged?
We understand that accidents rarely, but can happen during transit. For your peace of mind, every package includes full insurance coverage.
To ensure a smooth resolution, please follow these steps:
Record the Unboxing: We kindly ask that you video record the process of opening your package the moment it arrives.
Provide Evidence: This footage serves as essential evidence for the delivery company when we request a refund or a replacement on your behalf.
Contact Us: Once you have documented the damage, reach out to our team immediately so we can assist you in making it right.
Help & Support
Have questions or need assistance? Our friendly team is ready to help with orders, shipping, or product care. Contact us anytime—we’re just a click away!
