Frequently Asked Questions
Learn about engraving services, personalization options, materials, shipping, returns, product care and more...
CUSTOMIZATION & ORDERING
How do I order a personalized/custom product?
- Look for products marked “Custom Engraved” in the title
- Visit our Personalized Engraving collection
- Select your product and add customization details
- Upload your design files or describe what you want
- We'll send you a design proof within 24 hours for approval
- Once approved, we engrave and ship your product
Can you engrave drawings or handwriting?
Yes! We can engrave handwritten notes, signatures, recipes, and artwork. Just upload a clear image or photo of the handwriting. We'll convert it to engraving format and send you a proof to approve before production.
What file formats and image types can I provide for custom engraving?
We accept:SVG, PNG, JPG, PDF, AI, DOC, TXT, and vector files. The best quality comes from high-resolution images (300 DPI minimum) or vector files. If you're unsure about your file, send it—we'll let you know if it works.
Can you engrave logos and company names?
Yes! We regularly engrave logos, business names, and brand marks. Simply provide your logo file (vector files work best) and we'll handle the rest.
What happens if I don't like the proof? Can I make changes?
Of course! We're here to make sure you're happy. You can request changes to:
- Text, font, or size
- Image placement or orientation
- Any design element
Just let us know and we'll revise it for you.
How long does the customization process take?
Depending on how quickly you respond with approvals, the entire process typically takes one to three days.
Here's what happens:
- We send your design proof within 24 hours of receiving your order
- You review and approve it
- Once approved, we engrave your product
- Your item ships shortly after
Do you offer bulk or wholesale orders?
Yes! We offer special pricing for bulk and wholesale orders. Visit our Collaboration page (coming soon) or contact us directly for a custom quote.
PRODUCT CARE & MAINTENANCE
How do I care for my acacia wood serving board?
Cleaning:
- Hand wash with warm water and mild soap
- Use a soft sponge—never abrasive scrubbers
- Never soak or use a dishwasher
- Dry immediately with a clean towel
Maintenance:
- Oil monthly with food-safe mineral oil or beeswax
- This keeps the wood hydrated and prevents cracking
Storage:
- Store in a cool, dry place
- Use a wall hook or stand it upright
- Keep away from direct heat and sunlight
Can I put acacia wood in the dishwasher?
No, please do not use the dishwasher. Always hand wash your acacia wood board with warm water and mild soap. The dishwasher's high heat and moisture can cause the wood to warp, crack, or lose its finish.
How do I clean my borosilicate glass jars?
Regular cleaning:
- Hand wash with warm water and mild dish soap
- Use a soft sponge or cloth
- Dry immediately to prevent water spots
For stains or odors:
- Soak in equal parts white vinegar and warm water (15-30 minutes)
- Gently scrub and rinse
For hard water deposits or tea stains:
- Make a baking soda paste with water
- Apply and let sit 15 minutes
- Scrub gently and rinse
Can I put my borosilicate glass jars in the dishwasher?
Yes, borosilicate glass is dishwasher-safe. However, handwashing is gentler and extends the life of your jars.
How do I care for my slate serving plates?
Cleaning:
- Wipe with a damp cloth after use
- For stubborn residue, use warm water and mild soap
- Dry thoroughly
Maintenance:
- You could periodically seal them with food-safe mineral oil to enhance color
- Let oil dry completely before serving food
Storage:
- Stack with protective padding between pieces
- Store in a cool, dry place
- Avoid extreme temperature changes
Will my engraving last?
Yes, permanently. Our laser engraving burns into the surface of the material—it's not printed or applied like a decal. This means:
- It will not rub off or fade with normal use
- It won't wear away with washing or handling
- Even scratches on the product won't affect the engraving
Your personalized design is permanent and built to last.
PRODUCT INFORMATION
What materials do you use?
We use three wonderful natural materials:
- Acacia wood for serving and cutting boards, jar lids, utensils, and utensil holders
- Borosilicate glass for our jars and containers
- Natural slate for serving plates and plaques
What is borosilicate glass?
Borosilicate glass is a type of glass made with boron trioxide, which makes it extremely heat-resistant, durable, and non-reactive with food or beverages. It won't leach chemicals, alter taste, or break easily from temperature changes like regular glass. This is the same material used in professional kitchens and laboratories worldwide..
What type of wood is acacia wood?
Acacia is a naturally durable hardwood known for its strength, beauty, and antibacterial properties. It's a fast-growing, renewable tree species that resists warping and cracking, making it ideal for food preparation surfaces like cutting and serving boards.
Is acacia wood sustainable?
Yes. Acacia is a fast-growing, renewable hardwood. We source responsibly to support sustainable forestry practices.
Is borosilicate glass safe for food?
Yes, absolutely. Borosilicate glass is food-safe and non-reactive with food or beverages. It won't alter taste or leach chemicals.
Is slate food-safe?
Yes and no. Our slate serving plates are food-safe.
Our photo-engraved slate pieces have a spray paint and clear coat finish—these are decorative and not recommended for direct food contact. Use them as display, or as plaques.
ORDERING & PAYMENT
How do I place an order?
For standard or blank products:
- Browse www.viverakitchen.com
- Select your product
- Add to cart and checkout
- Complete payment
For custom/personalized products:
- Go to a product marked “Custom Engraved” or visit the Personalized Engraving collection
- Add your design details and upload files
- Add to cart and checkout
- Complete payment
- We'll send you a proof within 24 hours
- Approve the design
- We engrave and ship
Will I have to pay customs duties or VAT on my order?
Prices include VAT for all customers.
Spain (domestic):
- No additional customs duties or fees
- VAT is included in the price
- Businesses receive a VAT invoice
Europe (outside Spain):
- No customs duties—we only ship within Europe
- If your business is registered in the VAT system (ROI/VIES), you'll receive a reverse-charge invoice
- As a registered business, you'll handle VAT declaration yourself
- Individual consumers pay VAT included in the price
Non-EU countries: Not applicable as we ship within Europe only.
What payment methods do you accept?
We accept all major payment methods through Shopify Payments, including credit and debit cards, PayPal, Google Pay and more. All payments are secure and encrypted.
Is my payment information secure?
Yes. We use Shopify Payments, which uses industry-standard encryption and security. Your payment information is protected and never stored on our servers.
SHIPPING, RETURNS & REFUNDS
Can I cancel my custom order?
Before design approval: Yes, without any consequences.
After you approve the design: No. Once you've approved the proof, the order is final and we begin production. Cancellations after approval may incur charges to cover design and setup costs.
For standard or blank products: You can cancel within 24 hours of ordering.
If you need to cancel, contact us immediately to discuss options.
When will I receive my tracking number?
You receive your tracking number via email when your order ships (usually 1–3 days after custom order approval).
How long does delivery take?
Production Timeline:
- Custom orders: 1–3 days (includes design proof and engraving)
- Regular product orders: 1–2 days
Shipping Timeline:
- Spain: Usually 3 business days
- Europe: Between 5-10 business days
Total timeline: Your order is ready quickly, then ships to you promptly. We'll provide tracking information so you can monitor delivery.
What is your return policy?
Please view our Return Policy.
Can I return a blank product if I change my mind?
Yes. Blank and standard design products can be returned within 14 days if unused and in original condition. Custom engraved products are final sale once you approve the design proof.
What if my package is damaged in transit?
We pack all orders carefully to prevent damage. If your package arrives damaged:
- Document the damage with photos immediately
- Contact us within 48 hours with photos and your order number
- We'll assess and arrange a replacement or refund
Damaged items are covered—please reach out, and we'll make it right. See our full Policy for details.
Where do you ship?
We ship throughout Spain and to most European countries. Specific shipping availability will be confirmed during checkout or when you contact us for a custom order.
How much does shipping cost?
Shipping costs vary based on:
- Destination (Spain vs. international)
- Order weight and package size
- Shipping method selected
Shipping costs are calculated and displayed before you complete the purchase.
How long does delivery take?
Domestic (Spain):
- Standard products: 2-5 business days
- Custom products: 3-6 business days (includes design proof and engraving)
International (Europe):
- Typically 1-2 weeks depending on destination
- You'll receive tracking information
Can I track my order?
Yes. Once your order ships, you'll receive tracking information via email so you can monitor delivery.