FAQ
Do you still have questions?
We want to hear them!
In order to have satisfied customers worldwide, it is important to us that you have no unanswered questions!
We have listed the answers to recurring topics here.
However, if you need further assistance, we are of course here for you and will endeavor to respond within 24 hours!
Shipping, delivery and exchange
How long does delivery take?
We hand over orders for stored products that are placed by 2 p.m. to DHL on the same day. Orders placed after 2:00 p.m. will be shipped the next working day. The delivery time is then 1-2 working days.
Do you offer on-site service or personal pickup?
Yes, we enable customers to view products on site and take them with them directly. Please contact us briefly to arrange an appointment.
How does the exchange or return work?
All information regarding returns and exchanges can be found in our returns policy on our website.
What if I have a problem with the delivery?
If you have not received your package, please first check the tracking information and ask your neighbors whether the package may have been left there. If you continue to have problems, please contact the shipping service provider and us so that we can help you further.
FLATE® product range
Who develops your products?
Our products are developed by ourselves, a team of creative minds, designers and coffee enthusiasts who attach great importance to fair production, high quality and sustainability.
Which shelf is right for me?
Our shelves are suitable for all portafilter machines and differ in two essential points:
While the Barista Rack, for example, is designed for wall mounting, you can simply place the Barista Stand on your worktop. This is particularly practical if you don't have space to drill because of wall cabinets, or because of a tiled backsplash.
If you are unsure about the space and size, you can use your smartphone to select the AR view for all products and virtually place the shelf in your home.
What is the surface of the shelves like?
Our shelves are provided with a special powder coating with a fine structure.
Since this is functional furniture, we ensure that the surfaces are less susceptible to fingerprints.
What should be taken into account during installation?
Each of our products comes with a mounting kit with dowels, screws and matching cover caps, if required.
The supplied "Fischer Duo Power dowels" are suitable for a wide range of materials. If you are still unsure whether your wall is suitable, please feel free to ask us.
How can I properly care for products with wooden strips?
Some of our products are equipped with elements made of real solid wood. In everyday life, it is sufficient to wipe this down with a damp cloth from time to time.
If there are hard stains or scratches, you can also sand them down and then treat them with oil or wax.
You will soon find various wood oils in our shop.
How long does it take to mount the shelves on the wall?
To mount the wall shelves, you first need to drill two or three holes for the supplied dowels.
On average, our customers need 5-10 minutes to measure. Screwing the shelf together is then done in no time.
When marking, use a spirit level to ensure optimal alignment.
At what height is the wooden strip best positioned?
For products with a wooden strip, this serves to support the handle of your portafilter in the holder and to bring it into the ideal position. Therefore, it depends on the size or length of the portafilter. Place the wooden strip in the lower third of the portafilter handle. Most portafilters have the widest point in this area.
How can I clean my shelf?
The surfaces of our shelves are generally very robust and insensitive. Since cleaning agents can vary greatly in their composition, you should always test the compatibility of a new agent on a discreet area before using it on a large area.
Miscellaneous
How can I recommend your products?
We really appreciate recommendations on social media! Just tag us in your story or post and we'll be happy to repost it.
If you are interested in a cooperation, please write to us immediately on the corresponding social media channel.
Didn't find what you were looking for?
We will be happy to answer your individual questions as quickly as possible!
Leave us a message and we will endeavor to respond within 24 hours.