FAQS
We’ve put together the most commonly asked questions by our customer for you here. If you need more information or have a specific query then please contact our customer Service team and they would be delighted to assist you.
You can find more information on RW studio.
What do you charge for shipping?
All our products are 100% handcrafted with a production lead time of one week. We’ll ship your order as soon as possible, dispatched from Beijing, China. Typically, deliveries to the US take around 15 days, while shipments to Australia,europ country arrive in about a week — excluding unforeseen circumstances like customs inspections or major holidays, which may cause slight delays. Rest assured, we’ll do our best to assist with shipment tracking and keep you updated on the logistics status every step of the way.
Most of our items come with free shipping — only a moderate shipping surcharge will apply to select products exceeding 1.5KGS. You can view the relevant details during checkout.
When I register with you, what happens to my information?
When you register with us, we will be able to keep you in the loop regarding new arrivals, news, promotions and more about our brand.
Your information is safe with us, we only use it to keep you up to date and it is not made available to anyone else. You can read our Privacy Policy here.
What is your return policy?
We want you to be completely happy with your purchase from us.
If for any reason you wish to return the product you have purchased that is completely fine.
You will however have to cover the return shipping costs yourself unless of cause the item is damaged or faulty.
We ask that you contact us and advise that you wish to return a product within 7 days of receiving the item.
The item will also need to be in saleable condition and unused if you wish to return it.
Once we have received your return safe and sound at our warehouse, we will then issue your refund via our website using the same method of payment that you used to place the original order.
Unfortunately, we cannot offer exchanges.
Do you sell gift vouchers?
We sure do. If you can’t decide what to buy for someone give them the gift of choice.
You can find gift vouchers available for purchase through our website
Can I send an item to someone else as a gift?
You certainly can, what a wonderful idea!
Simply make sure that you enter their details in the Ship to Customer and Ship to Address section when placing your order. We do not send invoices with our orders, so there will be no pricing listed in the shipment information or on the product.
Unfortunately, we are unable to offer gift wrapping or card additions but our products are very well received as gifts.
I want to return my purchase, what next?
Sorry to hear that you are unhappy with your purchase.
If you would like to return your purchase for any reason, please contact customer care first via rebeccawong1978@gmail.com so that we can assist you with any problems and advise you on the correct process and provide our return address.
Who do I contact for help if I am having trouble with an order?
You can also reach us on rebeccawong1978@gmail.com
Do you do discounts or sales?
We host an annual on-line warehouse sale during the year where we discount end of line products or products we may have bought too much stock of. These are advertised on our social media and emails are sent to our mailing list.To be the first to hear of our sales please sign up to our newsletter on the footer here, on our website.
And your first order will get a 10% discount. And if you can order USD90.00 per shipment, we will give you a 15% discount.
Where are your things made?
Our factories are located in Hebei, china.
Why does my purchase look different from the picture online?
While we do our very best to ensure that our website images provide an accurate depiction our products, there will be cases in which slight variations do occur due to our products being handmade and hand finished.
We absolutely love that our products are so unique and each one is ever so slightly different; we believe it makes them extra special.
If for any reason there is a variation that you are not satisfied with please get in touch with our customer service team on rebeccawong1978@gmail.com to discuss your concerns further.