Ordering

You can place your order through our website (both on desktop & mobile web). Use the Yellow buttons next to a product to “add to your cart”, then follow the checkout instructions to complete your order.

RattanStar accepts credit card (MasterCard, Visa, American Express, JCB, Discover, Diners Club), PayPal.

RattanStar runs on the Shopify platform which is trusted by over 600,000 online stores and is a world leader in ecommerce solutions. We use Shopify’s payment systems which are best in class industry standards. Shopify uses 256-bit encrypted SSL certificates and is fully Payment Card Industry (PCI) compliant. Shopify store owners never get to see customer’s credit card information, PayPal authentication token etc. When you are on the RattanStar website, you’ll notice a lock symbol in your browser's address bar and the prefix will switch from "http:" to "https:" indicating that you are in a secure environment.

As soon as you place your order, RattanStar will send you an order confirmation email (this will contain your order number and the estimated shipping date). This means we have received your order in our system and are working to fulfill it.

Once an order has been placed on RattanStar, we send the following types of emails

• Order Confirmation Mail - This mail is sent immediately to confirm your order. It also contains the estimated shipping date.
• Shipping Confirmation Mail - This is sent once shipping has been done with the shipment tracking number.
• Out for Delivery Email Mail - This is sent by our shipping agent when your order is out for delivery at your destination.
• Orders outside the Lead Time - For orders outside the lead time, we send an email with the estimated date of shipment.

After you have placed your order and received the confirmation mail

• If an item is in stock and can be shipped in the next two days, your credit card will be charged within 3 business days.
• In all other cases, the credit card will be charged within 6-7 business days of receiving the order.

If you cancel your order before shipment, please allow 3-7 business days for the credit card refund to show up in your account (this may vary depending on your credit card processing company).

Yes - you can call us at 336-257-8298 for confirming in-stock availability or delivery. You can also use our website live chat feature, or email to us at "support@rattanstar.com".

We offer a discount for bulk purchase, before purchase, please emails to us at "support@rattanstar.com".

Shipping

After the item is shipped, if there is no abnormal occurrence, it will be delivered to your address within 3 to 8 days, the specific delivery time depends on the distance between the warehouse and you.

All of our products normal orders for FREE shipping in Mainland USA (48 states).

We normally ship all packages through UPS and Fedex. Please note that UPS and Fedex delivers only to your doorstep and does not obtain a signature from you. If you need a signed delivery receipt, there is a $15 charge & you can email your request to us at "support@rattanstar.com".

Yes - we do offer expedited shipping in some cases, specific additional fees shall be provided in real time according to the charging policy of express service providers. For availing expedited shipping, please send an email to "support@rattanstar.com" and we’ll get back with a quote. Sometimes customers require their order by a specific date - they can mention it in the “Special Instructions Comment Box” when you submit your order, and we will let you know if that timeline is feasible via expedited shipping.

If stocks are available for all items on one warehouse, we’ll ship them together at the same time in one lot. If one or more items are storage on our other warehouse, the shipping time may vary slightly, there may also be differences in the express service used. Please note that whether it is shipped from the same warehouse or different warehouses, due to the large size of the product packaging, delivery cannot be guaranteed in one time, and it is likely to be delivered in batches.

Yes - your shipment tracking number is contained in the Shipment Confirmation Email we send you once your order leaves our warehouse. The tracking number is a clickable link, and takes you to the website of the respective shipper - UPS, or Fedex, where you can lookup the status of your package.

Yes - all our products are insured for transit. In case you notice any visible damages or breakages when your order is delivered, please do the following

• Take some photos of the breakage, packaging etc and send it to us.
• Make a note of the breakage on the shipping delivery note.
• Save all packaging, tags etc and keep with yourself for the processing of the damage claim.

Cancellations & Returns

Our cancellation policy before shipment is as follows

• An order can be cancelled only if the item has not been send. Once an item is shipped the standard cancellation rates apply
• Our normal cancellation policy is as follows
• Order placed and if item are out of stock - Cancel with full refund
• Order placed and item not send out from warehouse - Cancel with full refund
• Item already send out from warehouse, but not left the FedEx or UPS local location - 10 % of order value ( only for furniture )
• Cancellation once item has shipped and left the FedEx or UPS local location - Shipping to customer and back to warehouse
• If an order has been shipped it cannot be cancelled and will only be treated as a return. If you are not satisfied with your purchase, you may return it to us at any time within 30 days of its delivery. You will need to ship the item back to us (at our warehouse) at your own cost, and we will refund the merchandise value, subject to the restocking fee charged by different vendors (see below). Return credits will be issued within 15 business days once the item is received and inspected. In case of doubts, please write to us at "RattanStar Store ( support@rattanstar.com )” to confirm the policy. Our refund rate is extremely low and we work with the customer in every one of these rare cases.

If an order has been shipped it cannot be canceled and will only be treated as a return. If you are not satisfied with your purchase, you may return it to us at any time within 30 days of its delivery. You will need to ship the item back to us (at our warehouse) at your own cost, and we will refund the merchandise value, subject to the restocking fee charged by different vendors (see below). Return credits will be issued within 15 business days once the item is received and inspected. In case of doubts, please write to us at "RattanStar Store ( support@rattanstar.com )” to confirm the policy. Our refund rate is extremely low and we work with the customer in every one of these rare cases.

Restocking fees

Shipping costs in furniture is 10-12% of the item cost

For the procedure to return an item, please follow these steps:

• Inspect all merchandise immediately upon delivery to make sure it is as per the order.
• Please notify us within 30 days of receiving your order, if you would like to request a return. You should email at “RattanStar Store ( support@rattanstar.com )” with the return request.
• Please check if your item is eligible for return. The few exceptions that cannot be returned include: items that have been used, altered, or from commercial orders, as well as cannot be returned to its original packaging,  all unable to accept as returns. 
• We will look into the case, and if satisfactory, you’ll be issued a Return Authorization (RMA) from our Returns Department. You must ship the item back within 5 days of receiving the RMA for proper credit. The RMA will have the return shipping address for each item.
• Please do not send any returns to us without the proper Return Authorization (RMA) as items will not be accepted without it. Also, the respective suppliers or vendors will not accept a return without a Return Authorization.
• All items must be returned with the original packaging, accompanied by all tags(see below)
• When shipping the items back to us for returns, please make sure to ensure the item(s) for their full value, as it could get lost or damaged.
• Once the returned item has been received by us at our warehouse (or our supplier or vendor), please allow 15 business days for opening and inspecting the returned merchandise and for crediting your account. You will receive an email confirmation once your return has been inspected and your account is credited. Your return credit may then take an additional 3-7 business days to appear in your account depending on your credit card processing company.
• If your payment card expires before we process your refund, please contact our Customer Care team by telephone on 336-258-8298 with your sort code and account number so we can refund you via BACS payment.
• All returns, claims, damages, complaints have to be brought to our knowledge within 30 days of the delivery of the goods. We apologize that we are unable to process any claims, damages, returns, complaints after 30 days of the receipt of the goods.

Yes - there are certain kinds of items which RattanStar is unable to accept as returns. These include: clearance items and/or Items on sale/discount, and/or items on which any kind of offer, discount etc has been claimed cannot be returned; items that have been used or cannot be returned to its original packaging, also unable to accept as returns.

If you receive a broken/damaged item, this damage was most likely caused during shipment, as we thoroughly inspect all merchandise before it leaves our warehouse. If any damage should occur during transit, we will open a Damage Claim with the shipping company.

provided you follow these steps

INSTRUCTIONS FOR DELIVERY (Please read carefully)

1. Upon arrival, please inspect your shipment thoroughly before signing for receipt of shipment. Do not sign the Bill of Lading/Freight Bill if you feel there is any breakage.
2. Count the number of pieces received against the number shown on the freight bill. If not correct, DO NOT SIGN THE FREIGHT BILL/BOL until a notation has been made on the face of the freight bill.
3. Check for any visible damages on the carton and equipment. The delivering carrier is required by law to make notations of the damages on the freight bill before you sign. Do not take delivery of the goods if the driver says he is in a hurry and cannot wait for you to inspect the goods.
4. The driver is required to wait for you to open the goods and inspect them. Please do so and ensure the goods are not damaged. Please note damages on the BOL.
5. If you sign a clean BOL then we cannot accept any damages later on. Please do not sign the BOL till you are satisfied with the item and are sure that there are no damages.
6. Do not throw away the crate, packaging and boxes. RattanStar Store can take a return only in the original packing.
7. If the damage is significant, you may choose to not sign the BOL and refuse the shipment. If this does occur, please contact us regarding a replacement shipment.
8. All merchandise has been inspected and tested at manufacturer’s factory and crated in accordance with all transportation rules.
9. If delivery has been signed off and accepted without noted damage, RattanStar Store will try and work by a case by case basis for return. A restocking fee of 20% would apply upon return in each case.
10. If the delivery at the address given by the customer fails either because the customer does not accept the delivery or has failed to amend the wrong address given or because the customer is not present/ not contactable by phone or email, after many attempts, then the shipment would be returned to the warehouse and refund issued after deducting the shipment costs to the shipping address and back to the warehouse and towards any damage sustained during shipment.
11. All returns, claims, damages, complaints have to be brought to our knowledge within 7 days of the delivery of the goods. We apologise that we are unable to process any claims, damages, returns, complaints after 7 days of the receipt of the goods.
12. Please bring the damage to the notice of RattanStar at support@RattanStarstore.com within 7 days of the delivery.

Items can be exchanged, but the process is similar to making a return and buying a fresh item (please see the Q&A on RattanStar Return Policy).

You may cancel the order at any time before it is shipped (please see the Q&A on RattanStar order cancellation procedure). Please do not make a second purchase if you wish to exchange your first order for a different SKU. Every order is treated separately and cannot be settled against a later purchased.

Exchange & Replacement

Yes - After you received the items, if you find the items or parts are damaged, defective or missing unpon the intact of carton, please timely contact us within 7 days by send an email to  "support@rattanstar.com" attached replated photos of the items, so that we can confirm the specific situation and its identity of items or parts, at the same time to provide you with the corresponding replacement parts, in the meantime provide buyers with replacement parts are all provided free of charge. In case of problems of items or parts found after 7 days, the buyer shall pay a certain fee if replacement parts are required.

How do I get shipping information for replacement?

We will make offline shipping for the replacement. After the shipped out, we will send you the tracking number and estimated delivery time of the replacement to the phone number or email address reserved at the time of placing the order, so that you can make reception arrangements in advance.

Other Questions

Due to the influence of shooting Angle or light, the color of some products may be slightly different from the real thing. If there is any, please confirm with us before placing the order.

No, RattanStar is a reseller. It does not offer any repairs of the items sold.