Frequently Asked Questions (FAQ)
🛍 Ordering & Payments
1. How do I place an order?
Simply browse our collections, add your favorite items to your cart, and proceed to checkout. We accept all major payment methods for a seamless shopping experience.
2. What payment methods do you accept?
We accept:
💳 Credit/Debit Cards (Visa, Mastercard, AMEX)
🛍 Shop Pay, Apple Pay, Google Pay
🔵 PayPal for secure transactions
🚚 Shipping & Delivery
3. Do you offer free shipping?
✅ Yes! We offer FREE standard shipping worldwide with no hidden fees.
4. How long does shipping take?
Estimated delivery times:
📍 Canada & USA: 7–15 business days
🌍 International: 10–20 business days
📌 Delivery times may vary due to customs or high-demand periods.
5. Can I track my order?
Yes! Once your order is shipped, you’ll receive a tracking number via email. You can track your order on our Track My Order page.
🔄 Returns & Refunds
6. What is your return policy?
We accept returns within 14 days of delivery for defective or incorrect items.
🚫 Returns for change of mind are not accepted.
7. How do I request a return?
📩 Email us at info@therattanculture.com with your order number and a photo of the issue.
We’ll provide return instructions if your request is approved.
8. When will I receive my refund?
Once we receive and inspect the returned item, we’ll process your refund within 7 business days to your original payment method.
💡 Products & Care
9. What materials are used in your products?
We focus on sustainable, natural materials such as rattan, wood, and seagrass. All products are carefully handcrafted.
10. How do I care for my rattan and wooden items?
🧽 Wipe with a damp cloth—avoid excessive water.
🌞 Keep away from direct sunlight for extended periods.
❌ Do not soak or put in a dishwasher.
📦 Order Issues
11. My item arrived damaged. What should I do?
We’re sorry for the inconvenience! 😔 Please email us within 48 hours at info@therattanculture.com with a photo of the damage, and we’ll arrange a replacement or refund.
12. I haven’t received my order. What should I do?
Check your tracking number first. If your order hasn’t arrived within 30 days, contact us, and we’ll investigate the issue.
🛍️ Account Membership & Email Subscription FAQs
Q: What are the benefits of creating an account?
A: Creating an account unlocks exclusive perks, including:
✔️ 10% off your first order 🎉
✔️ Faster checkout with saved shipping details
✔️ Order history & tracking access
✔️ Early access to new collections & sales
Q: Do I need an account to place an order?
A: No, you can checkout as a guest without creating an account. However, creating an account gives you access to exclusive discounts and a smoother shopping experience!
Q: What are the benefits of subscribing to emails?
A: Email subscribers enjoy:
✔️ 10% welcome discount on their first purchase 🏷️
✔️ Early access to sales & product launches
✔️ Exclusive offers & VIP-only discounts
Q: How do I apply my 10% welcome discount?
A: If you subscribe to our emails or create an account, you’ll receive a WELCOME-NEW-10 discount code. Simply enter the code at checkout to redeem your 10% off!
Q: I subscribed but didn’t receive my discount code. What should I do?
A: Please check your spam/junk folder in case the email landed there. If you still can’t find it, contact us at info@therattanculture.com, and we’ll be happy to assist!
📩 Contact Us
Still have questions? We’re happy to help!
📧 Email: info@therattanculture.com
📍 Address: 45 Bramalea Rd, Suite 208 - 399, Brampton, ON L6T 2W4, Canada.