Frequently asked questions
Are your products handmade?
Yes. Our collection features handcrafted pieces made using natural materials such as rattan and other natural fibers.
Because each piece is handcrafted, subtle variations in color, texture, weave, shape, and finish may occur. These natural variations are part of the character of each piece and are not considered defects.
Are your products made-to-order?
Many of our pieces are prepared specifically for each order. Once an order is placed, the piece is sourced and prepared through our production and fulfillment process before being shipped.
Because of the handcrafted nature of our products, additional processing time may be required.
Will my product look exactly like the photos?
Not necessarily.
Natural materials and handcrafted techniques mean that no two pieces are perfectly identical. Slight variations in color, texture, weaving, shape, and finish are normal and contribute to the unique character of each piece.
Colors may also appear slightly different depending on your screen, device, lighting, and other conditions.
Where can I find the dimensions of a product?
Product dimensions and specifications are provided on each product page.
We strongly recommend reviewing all dimensions before placing your order and making sure the product will fit your intended space and access points.
When will my order be processed?
Because many of our pieces are handcrafted and prepared specifically for orders, processing times may vary depending on the product and its availability.
Additional time may be required for sourcing, preparation, quality inspection, packaging, and transportation.
For the most accurate information, please refer to the product page or contact us before placing your order.
Will I receive an order confirmation?
Yes. After successfully placing an order, you will receive an order confirmation by email.
If you do not see your confirmation, please check your spam or junk folder.
If you still cannot find it, contact us at:
contact@atelierrattan.com
Can I change or cancel my order?
Please contact us as soon as possible if you need to request a change or cancellation.
Because many products are sourced and prepared after an order is placed, we may not be able to modify or cancel an order once processing or fulfillment has begun.
Do you offer free shipping?
Yes.
We offer free shipping within the United States on eligible products.
Shipping costs are included in our product pricing rather than being charged separately at checkout.
Where do you ship from?
Depending on the product and availability, orders may be fulfilled through our international supply chain or from a fulfillment facility in the United States.
Products may therefore follow different fulfillment routes before reaching you.
How long does shipping take?
Delivery times vary depending on the product, processing time, fulfillment location, destination, and shipping carrier.
Because many of our products are handcrafted and prepared after an order is placed, please allow additional processing time before shipment.
Any estimated delivery timeframe shown on our website is an estimate and not a guaranteed delivery date.
How can I track my order?
Once your order has shipped, tracking information will be provided when available.
You can also use our Order Tracking page to check the latest available status of your shipment.
Please note that tracking information may take some time to become active after a package has been handed to the carrier.
What if my package is delayed?
Occasionally, shipments may experience delays due to production, transportation, carrier operations, customs, weather, holidays, or other circumstances outside our control.
If you have concerns about a delayed shipment, please contact us with your order number and we will help you investigate the status of your order.
What should I do if my order arrives damaged?
Please contact us within 3 days of delivery at:
contact@atelierrattan.com
Please provide your order number along with photographs of the product, packaging, shipping label, and any visible damage.
Please keep the original packaging until your claim has been reviewed.
Can I return my order?
All sales are final.
We do not accept returns or exchanges for change of mind, personal preference, incorrect measurements, or other reasons unrelated to a confirmed defect, damage during transit, or an error on our part.
Please review our Returns & Refunds Policy before placing your order.
What if my product is defective or damaged?
If your product arrives damaged, defective, or materially different from what you ordered, please contact us within 3 days of delivery.
Depending on the circumstances, we may offer a replacement, repair, partial refund, or full refund.
Please see our Returns & Refunds Policy for complete details.
Why don’t you accept returns?
Our products are handcrafted and many are sourced and prepared specifically for individual orders.
Because of the nature of our products and the costs associated with handling, packaging, and transporting large or delicate pieces, we operate on a final-sale basis.
We do, however, stand behind the quality of our products and will address confirmed defects, damage during transit, or errors on our part.
What payment methods do you accept?
We accept eligible payment methods available through Shopify Payments at checkout.
Available payment methods may vary depending on your location and other factors.
Is my payment information secure?
Payments are processed through Shopify Payments and applicable payment-processing partners.
We do not generally receive or store your complete payment card number.
Do you offer a Designer Trade Program?
Yes.
Our Designer Trade Program is designed for interior designers, architects, home stagers, hospitality professionals, builders, and other qualified design professionals.
Trade members may receive preferred pricing and project support.
Visit our Designer Trade Program page to learn more and apply.
Can you help with larger design projects?
Yes.
If you are sourcing multiple pieces for a residential, hospitality, commercial, or other design project, contact us at:
contact@atelierrattan.com
Please include details about your project, the products you’re interested in, quantities, and your desired timeline.
How can I contact Atelier Rattan?
You can contact us at:
contact@atelierrattan.com
For order-related questions, please include your order number so that our team can assist you more efficiently.
Do you have a physical showroom?
Atelier Rattan is an online-based brand and does not currently operate a public showroom.
Our collection is available through our online store.
Still Have Questions?
We’re here to help.
If you couldn’t find the answer you’re looking for, contact us and our team will be happy to assist.
contact@atelierrattan.com
Atelier Rattan
Operated by BlueGold Commerce LLC
30 N Gould St, Ste N
Sheridan, WY 82801
United States