Help Desk - FAQ
Frequently Asked Questions
My rattan bag smells smokey?
The rattan bags are smoked in a traditional style to add strength and durability as part of the drying process. As a result, a smokey smell often remains. This will dissipate over time (airing the bag will speed up this process).
My bag is different from the photo on the website?
As each bag is handmade & handwoven, no two bags will be the same. There will be variances in the weave, texture & design. The interior lining also varies with each bag.
The lining inside my bag is different from the photo on the website?
Each bag is internally lined with various eye catching and colourful cotton batik patterns. The colour and print of the batik lining is different for each bag, making each bag unique.
Why is the zipper on my leather wallet a little stiff to open and close?
As each wallet is brand new, the zipper may be a little stiff to open and close. This is normal and will become easier with use.
Do you restock products that have sold out?
As we love bringing you new & exciting products regularly, we don’t always restock products that have sold out.
However, as our products are handmade there is sometimes a delay in getting stock.
If you are interested in a particular item that is currently out of stock please contact us on firstname.lastname@example.org
Has my online order been successful?
If your order was successful, you will receive an order confirmation email. This will be in either your main inbox or your junk/spam inbox, so please check both of these.
What payment types do you take?
We accept Visa, Mastercard and PayPal.
My credit card details are not being accepted.
Please check that your credit card number, expiry date, and the CCV are all correct, and that your name appears exactly the same as on the card. If you are still experiencing difficulties, please check with your bank or financial institution.
My PayPal account details are not being accepted.
Please ensure that your details are correct, and if you are still experiencing difficulties, please contact PayPal Customer Service.
I have a question regarding a product?
If the details in both the product description & the Collection description on our website does not answer your questions, please do not hesitate to contact us at email@example.com for further information.
DELIVERY & TRACKING
How do I track my order?
The progress of your order can be tracked on the internet by following the link in the email we send you confirming your dispatch.
If you have not received your tracking information, please let us know by contacting us at firstname.lastname@example.org
An item I ordered was not included?
If you are missing an item in your order, please let us know as soon as possible by contacting us at email@example.com
The item I ordered has not arrived?
Contact us at firstname.lastname@example.org and we will investigate the status of the delivery.
Do you deliver internationally?
We currently only post within Australia
The item I ordered is damaged?
We inspect each product before it leaves our store, but should your item arrive damaged, please contact us immediately at email@example.com with photos of the damage to the item & await our reply. Please do not attempt to rectify or interfere with the damaged item in any way. Keep all labels, tags & packaging intact. Refer to our returns policy.
How secure is my personal information?
We value your privacy and work hard to ensure that your details are safe and secure. Learn how we keep your details secure in our Privacy Statement.
For all queries and questions, please contact us at firstname.lastname@example.org