FAQ

Who are we?

 

Republic Of Rattan® is an online trader of furniture and decor based in Brisbane, Queensland. Our distribution warehouse is open to the public by appointment only during regular business hours Monday to Saturday, and we are happy to show you any in-stock item.

You can email hello@republicofrattan.com.au, chat with us on this website, SMS, or call 0491 737 949 during regular business hours if you have any questions.

FAQ

Have questions? We have answers
How are products ordered, shipped and delivered?

A minimum of 5 business days is required from receipt of payment until Goods are ready for shipment or collection. The charges for delivery will be added to the price of the Goods.

We will arrange delivery if you are located in the delivery areas serviced by ROR or its third party nominated carrier. The booking of freight is a complimentary service, and we strive to find the most cost effective carrier for each order. All orders ship with authority to leave if you are not home and you can track the progress of your shipment with the tracking link on your order.

Please note that for all orders, issues that restrict delivery, which may include lift access, long driveways, higher than 2 stories, or streets with restricted access, may incur additional charges, but may not always be available or provided by third party carriers. We do not manage the operations of third party carriers.

If you require white glove service, for example for scheduled delivery, delivery into your premises, unpacking, packing material removal, or product setup, then the most suitable option is a removalist service, which may be at a significantly higher cost, so please contact us for a quote.

If you wish to collect the Goods from our warehouse in Virginia, QLD, please let us know when placing your order. You can pick up orders by appointment only.

How can I pay for an order?

Pricing is subject to change without notice. Payment in full must be received before any order is available for collection or dispatch.

You can complete your purchase by credit card, paypal, apple pay, google pay, or by using afterpay (visit afterpay T&C http://www.afterpay.com/terms) or laybuy (visit laybuy T&C https://www.laybuy.com/au/consumer-terms).

What materials are used in manufacture and what care is recommended with the products?

Most of our products are hand made and using natural materials ensuring each piece is distinctively different and possesses unique characteristics. Some variations or imperfections in color, design, size and finish may occur from piece to piece and from online representations to delivered items. Every effort is made to achieve consistency of colour, texture and finish, this however is not guaranteed and no liability will be accepted by ROR for said variations.

Products made from certain natural fibres may present tonal variations within the fibre, which are not considered faults. Cracking, splitting, natural defects or leaching of natural oils may be present in natural timbers, causing unavoidable staining to light fabrics that come into contact, and are not considered faults. Any product that is hand made from natural materials will age naturally, and eventual changes in the look and/or feel of the finish is normal and expected.

Care: All furniture made from rattan, wicker, cane, seagrass, banana leaf fibres and other natural materials is recommended for undercover use and should be kept away from all weather. Prolonged dampness can lead to mould.
Note: Rattan items are best suited for use undercover out of direct weather. With proper care rattan furniture can last for many years. If not undercover, outdoors and exposed to direct sun, the frame and colour can change at a faster rate. Some customers prefer this weathered, lived-in look for the aesthetics it provides.

It is up to the customer to use any furniture outside, however due to possible exposure to any weather, any exterior use voids any applicable warranty.

To maintain natural furniture clean, dust regularly with a soft cloth, a soft brush, or vacuum the piece with the brush attachment of a vacuum cleaner. A soft bristled toothbrush is ideal for those hard to get places. Periodically wipe it down with a soft cloth.


Cushions: We recommend a simple vacuum of your fabric cushions every week and loose seat and back cushions should be rotated and plumped regularly to extend the life of the fabric and the foam. Spot cleaning is recommended. Always lift your sofas, never drag them as you may break or scratch the legs. It is common for seat foams to soften over time. Avoid direct heat such as sunlight, fires or air-conditioners to prevent fading, moisture build up and/or scorching. Sharp objects can cause nagging, tearing or pulling of the fabric. Cut any loose threads off the sofa, do not pull them. Minor spills should be quickly blotted with an absorbent paper towel or clean cloth to avoid staining. Avoid using aggressive household cleaners.

The item I purchased is now on sale. Will you honour the new price?

Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made. If your order was made on the same day of a price change, we will offer a store credit for the difference in price.

What is your return policy?

Retail clients only: If you decide to change your mind regarding your purchase, you can request to return your product(s) for a refund less a 15% restocking fee. Simply send your request for refund in writing to hello@republicofrattan.com.au within a seven (7) day period and we will contact you with a return authorisation. 

Our seven (7) day return policy covers all products except products ordered with custom ordered fabrics, clearance items and canvas wall art. The seven (7) day period begins the day you receive the product.

Your account will be credited with the original form of payment within ten (10) business days of the products arriving back to our warehouse in their original condition and in their original packaging, less a 15% restocking fee. Your refund will not include the delivery charges from shipping the product to you. 

You are responsible to ensure that returned items are returned safely. ROR cannot be responsible for lost goods and you will be solely liable for the shipment cost of the return. 

Please note that imperfections in paint and finish are not defects of a product, as these form and integral part of the product and only enhance its character and design, and therefore not eligible for credit claim after seven (7) days of delivery. 

Damaged products:

Damaged or defective products are eligible for returns and are subject to prior authorisation by ROR, and must be shipped within seven (7) days of receipt of the product through an approved third-party carrier. Please follow this procedure:

When unpacking your products, inspect for any damage.


If damage has occurred please email ROR to hello@republicofrattan.com.au with a detailed account of what damage has occurred and include photos. Please note if the packaging was damaged when it arrived.Please retain all packaging so that the item can be collected in the original packaging. ROR will contact you with a return authorization, and instructions on shipping procedure.

What is the RRP shown for some of the items?

We work hard to bring you exceptional value every day, so what do we mean by RRP?

The RRP is our buying staff's estimate of the regular, retail price at which a comparable item in other online stores may have been sold. In this regard, the other item may not be offered by other retailers at the RRP price at any particular time or location, and we may not have previously sold the item at the 'RRP' price.

We encourage you to do your own comparison shopping as another way to see what great value we offer.