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Help Center

CONTACT CUSTOMER CARE

Topics

Order & Return

Business Trade Program

Shipping & Delivery

Payment

Warranty Protection

Care & Maintenance

Contact & Support

Ordering

Order + Returns

How do I track my order?

You can track your order 24 hours after it is placed.

Can I return or exchange an item?

We accept returns or exchanges only under the following condition:

  • The item was delivered with a manufacturing defect or damage during transit.
  • The issue is reported to us within 48 hours of delivery.

To request a return or exchange, please contact us at [email protected] with:

  • Your order number
  • Clear photos of the defect or damage
  • A brief explanation of the issue

Our customer care team will respond within 1–2 business days to review and assist you.

Approved Returns

If your return is approved:

  • The product must be returned in its original packaging and unused condition.
  • We will provide you with return instructions and a prepaid shipping label (if applicable).
  • A refund will be issued to your original method of payment, minus any shipping or handling charges (unless waived).

Non-Returnable Items

We are unable to accept returns or exchanges for the following:

  • Made-to-order furniture: Each piece is handcrafted specifically for you and cannot be resold.
  • Change of mind after purchase
  • Incorrect measurements or sizing mistakes made by the customer
  • Dissatisfaction not related to a product defect

Please be sure to review product dimensions, materials, and customization details carefully before completing your purchase.

How can I change or cancel my order?

At Rattantan, each item is handcrafted and made to order, so timing is important.

  • You may change or cancel your order within 24 hours of placing it.
  • After 24 hours, your order may enter the production phase, and at that point, cancellations or changes are no longer possible.

If you need to make a change, please contact us as soon as possible at:

Email: [email protected]

Phone: +1 (415) 879-9960

We’ll do our best to assist you within the allowed time frame.

Can I ship items to multiple addresses?

At this time, we do not support shipping to multiple addresses within a single order.

If you would like items delivered to different locations, please place a separate order for each shipping address.

Why is the price for an item different from when I added it to the shopping cart?

Prices are subject to change including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

Business Trade Program

What is Business Trade Program?

The Business Trade Program at Rattantan is a special offering designed for professionals and businesses who work in the design, hospitality, and retail industries. It provides access to exclusive benefits to support commercial projects, bulk purchasing, and long-term partnerships.

How do I apply for the program?

Simply fill out the application form here or email us at [email protected] with your business details. Our team will review and get back to you within 1–2 business days.

Can I return or cancel the order?

Due to the special pricing, customization, and volume involved in Business Trade Program purchases, all sales are considered final and non-returnable, unless the item arrives damaged or defective.

If your order arrives with any issues, please contact your dedicated account manager or email [email protected] within 7 days of delivery. We’ll work with you to resolve the issue promptly—whether through a replacement, repair, or credit, depending on the situation.

We strongly encourage reviewing all product details, specifications, and samples (if available) before placing a trade order.

What benefits do members receive?

As a member, you’ll enjoy:

  • Exclusive trade discounts
  • Priority production and shipping
  • Dedicated account support
  • Custom product sourcing (including size, color, and material adjustments)
  • Early access to new collections
Is there a minimum order quantity (MOQ)?

Yes, we offer flexible MOQs depending on the product and customization. Standard items typically require a minimum of 5–10 pieces, while custom projects may vary. Contact us for specific details based on your needs.

Can I customize furniture for my project?

Absolutely. We offer customizations for size, cushion fabric, rattan finish, and more. Share your design brief, and our team will assist with samples, timelines, and quotes.

Do you offer international B2B shipping?

Absolutely. We offer customizations for size, cushion fabric, rattan finish, and more. Share your design brief, and our team will assist with samples, timelines, and quotes.

How long does production take?

Standard production time is 2–3 weeks, depending on the size and complexity of your order. Shipping typically takes 8–9 weeks for U.S. delivery. We’ll provide an accurate timeline during your order process.

Shipping + Delivery

Shipping Options + Charges

What shipping options are available?

Our products are delivered in two ways, depending on your selection at checkout:

1. Standard Shipping

  • Estimated delivery time: 8–9 weeks
  • Ideal for customers who value sustainability and affordability
  • Includes careful handling and ocean freight shipping from our workshop in Indonesia

2. Priority Shipping

  • Estimated delivery time: 4–5 weeks
  • Faster delivery via priority logistics partners
  • Recommended for time-sensitive orders or gifts

All items are securely packaged and shipped with tracking. You’ll receive shipping updates once your order is on its way.

What does “Lead Time” mean?

Lead time refers to the amount of time it takes to prepare your order before it ships.

At Rattantan, all of our furniture is handcrafted to order. This means your item is not mass-produced — it’s carefully built by skilled artisans once your order is placed.

  • Typical lead time: 1–2 weeks
  • This includes production and quality checks
  • Shipping time is not included in the lead time

For example, if you choose Standard Shipping (8–9 weeks), your total delivery timeline will be:

Lead Time (1–2 weeks) + Shipping Time (8–9 weeks) = 9–11 weeks total

If you have a deadline or event, we recommend selecting Priority Shipping.

How do you calculate shipping + processing charges?

For Front Door Shipping, shipping and processing charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge.

For Truck Delivery, unlimited flat rate shipping and processing charges are based on the distance from our warehouse to the shipping address, as well as order total.

What is a Delivery Surcharge?

Items that are bulky, heavy, or of limited availability may have a delivery surcharge in addition to standard delivery and processing charges. This charge is shown on the product page by the item price and is in addition to regular delivery and processing charges.

Which deliveries will be charged sales tax?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and U.S. territories marked with an asterisk also collect taxes on shipping and processing charges. 

Can I send a gift message on each package?

We can only offer one customized gift message per shipping address.

Can I delay the shipment of my order?

If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center, and one of our sales associates will be happy to assist you.

Payments

What payment methods are available?

You can choose to pay with a Credit Card (Visa, MasterCard, American Express or Discover), PayPal, Affirm, Klarna, Afterpay, Google Pay, and Apple Pay.

Do you offer payment plans or installments?

Yes! Through Affirm, Afterpay & Klarna Installments, eligible customers can split their payment into interest-free installments at checkout. Terms and availability may vary based on your location and order amount.

Can I pay with bank transfer for large or B2B orders?

Yes. For business or bulk orders, we accept direct bank transfers. Once your order is confirmed, we’ll send you an invoice with payment instructions.

Do you charge sales tax?

We collect sales tax in accordance with local laws based on your shipping address. Final tax will be calculated at checkout.

Can I get an invoice or receipt?

Yes! An order confirmation and digital receipt will be emailed to you immediately after purchase. If you need a formal invoice, just email us at [email protected].

Warranty Protection

Does Rattantan furniture come with a warranty?

Yes. All Rattantan furniture is backed by a 1-year limited warranty covering manufacturing defects in materials and craftsmanship under normal residential use.

How do I make a warranty claim?

Email us at [email protected] within the warranty period. Please include:

  1. Your order number
  2. A description of the issue
  3. Clear photos showing the defect

Our team will review and respond within 3–5 business days

What happens if my claim is approved?

If your claim is approved, we may offer one of the following solutions:

  1. Replacement part or product
  2. Store credit
  3. Repair recommendation or reimbursement

The solution will depend on the nature of the issue and product availability.

Is the warranty transferable?

No. The warranty applies only to the original purchaser and is not transferable to future owners.

Do custom or trade orders come with a warranty?

Custom and Business Trade Program orders are covered under a limited warranty for manufacturing defects but may have different terms. Please refer to your trade agreement or contact your account manager for details.

Care & Maintenance

How do I clean my rattan furniture?

Wipe with a soft, damp cloth regularly to remove dust. For deeper cleaning, use a mild soap solution and a soft brush, then wipe dry immediately.

How can I protect my rattan furniture from damage?
  1. Keep it away from direct sunlight, heavy rain, and extreme humidity
  2. Use furniture covers if placed outdoors
  3. Avoid placing heavy items on delicate woven areas
  4. Store indoors during extreme weather
What should I do if the rattan becomes dry or brittle?

Lightly mist the surface with water and keep it in a humid environment to prevent drying. Avoid soaking the furniture. You can also apply a light coat of boiled linseed oil for conditioning (test on a small area first).

The solution will depend on the nature of the issue and product availability.

Can I repair broken rattan strands?

Minor damage can often be repaired using wood glue or a rattan repair kit. For more serious damage, we recommend contacting a professional or reaching out to us for advice.

How do I prevent mold or mildew?

Ensure your furniture stays dry and well-ventilated. Avoid placing it in damp areas and clean spills immediately. For light mildew, use a mix of water and white vinegar, then wipe dry.

Are the cushions removable and washable?

Yes! Our cushions come with removable covers that can be hand-washed or spot-cleaned. Please refer to the care label for specific instructions.

How often should I perform maintenance on my rattan furniture?

We recommend light cleaning weekly, with a deeper clean every 1–2 months, especially in high-use areas. Covered outdoor pieces may require seasonal maintenance.

What happens if my furniture fades over time?

Natural rattan may fade slightly with age and use, which adds to its character. However, to minimize fading, keep it out of direct sunlight and rotate pieces periodically.

Contact & Support

How can I contact Rattantan?

You can reach us by:
📧 Email: [email protected]
📞 Phone: Phone: +1 (415) 879-9960
We’re happy to help with any questions, orders, or support needs!

What are your customer service hours?

Our customer support is available Monday–Friday, 9 AM to 6 PM EST.

Rattantan Members enjoy 24/7 priority support.

How quickly will I get a response?

We typically respond to emails within 24 hours on business days. For urgent issues, calling us or live chatwill provide the fastest assistance (under 1 minute).

Is there live chat available?

Yes, you can reach us through live chat on our website during business hours. If we’re offline, you can leave a message and we’ll get back to you by email.

I have a problem with my order. What should I do?

We’re here to help. Please email us with your order number, issue description, and any photos (if applicable). We’ll review and resolve the issue as quickly as possible.