Cane is a natural material and a hand is not a machine, so some variation is the product. A lifted strand, a broken frame or a stool that fails its rating is not. Write to shidawei2026@outlook.com within 14 days of delivery and wait for a return number before shipping anything back.
Not a defect
- Weave irregularity of up to 2 mm, and a rim or leg offset of up to 3 mm.
- Node marks, leaf scars and the join where one peel strip ends and the next begins.
- Colour variation between natural rattan pieces, and between the base and the wall of one piece.
- A slight movement in the weave, or a lid that needs a half-turn to sit true.
- Paling of the fibre where a piece has stood in direct sun, or a darker tone where it has not.
These are the marks of split, soaked and hand-woven cane. They are why two baskets from one lot are not twins.
A fault we replace
- A strand lift running more than 30 mm, or a strand that has come out of the weave.
- A popped binder, an open joint, or a structural break in a rim, leg or frame.
- A stool or stand that fails its stated load rating — 90 kg for the low cane stool, 8 kg for the plant stand ring.
- A split that has opened through the peel of a wall or a seat.
- A lid, rim or foot that will not seat at all, or a piece that rocks on a flat floor.
Send photographs and we replace the piece. You do not need to prove anything beyond the picture and the order reference.
01
The 14-day window
The window opens on the day the parcel is delivered, not the day it is dispatched. For a change of mind the piece must be unused, unwashed and still in its kraft wrap with the corner protection intact; a basket that has carried shopping or a stool that has been sat on is not resaleable. Start by emailing the order reference, the SKU and the reason. We reply with a return number and the return address.
02
How to send it back
Write the return number on the outside of the carton, not on the piece. Pack it the way it arrived: kraft, corner protection, a rigid box, no loose void. Return goods to ROOM 102, 1/F, THE CLOUD, 111 TUNG CHAU STREET, TAI KOK TSUI, HONG KONG. Do not hand a return to a courier without the number — unidentified parcels cannot be matched to an order and may be refused.
03
Who pays the freight
Change of mind: you pay the return freight and any duty on the inbound leg, and the original outbound freight is not refunded. Faulty goods, a wrong piece or transit damage: we pay the return freight and the replacement freight. Use a tracked service for any return, because we cannot refund a parcel that never arrives.
04
Refunds and exchanges
Once the piece is back and inspected we refund to the original payment method, usually within 10 working days of approval. Bank transfer refunds can take a further few days depending on the receiving bank. Exchanges work the same way: we reserve the replacement only after the return number is issued, because a weave lot can sell out while a parcel is in transit.
05
Damp arrival: dry it naturally
Cane is hygroscopic. A piece that has travelled through humid air or been rained on at the doorstep may arrive feeling soft, with the weave slightly loose and a faint musty smell. Do not use a heater, a hairdryer, a radiator, an oven or direct sun. Stand the piece in a shaded, ventilated room at normal indoor temperature, leave the lid off, and let moving air do the work; a fan on low across the room helps. Most pieces return to tension within 24 to 48 hours. Damp does not by itself make a piece faulty, so let it dry before you judge it.
What you must not do: soak it, steam it, paint it, or press the weave flat while it is wet. If the weave is still loose or the frame still soft after three days of natural drying, photograph it and write to us.
06
Broken frame or crushed weave in transit
Photograph the carton and the piece before you unpack further, then photograph the damage close up. Send the images the same day, with the order reference, and keep the carton and the packing material until the claim is closed — the courier may ask for them. We arrange a replacement, or a full refund if the lot is finished. Do not repair a crushed weave yourself, and do not post the piece back without a return number: a broken frame is our claim to run, not your parcel to send.
07
Warranty is not the same thing
Returns are about changing your mind inside 14 days. Warranty covers a structural failure in normal use: a joint that opens, a frame that splits, a seat that gives way below its rating. Report a warranty fault within 12 months of delivery with photographs and we repair or replace at our option. Wear, UV fading, a stain from a spilled drink, or a strand chewed by a pet are not warranty events.
08
Custom, sized and personalised pieces
A piece woven to your dimensions, a non-standard colour, a set with your own liner, or anything carrying a name or logo is made for you and cannot be resold. Those orders are not returnable for change of mind, but they are still covered for a fault: if the weave or the frame fails, or the piece does not match the agreed drawing, we replace it. Ask for the tolerance note before you approve a custom drawing.
09
EU and UK distance selling
Consumers in the European Union and the United Kingdom have a statutory right to cancel a distance sale within 14 days of receiving the goods. Our own 14-day window runs alongside that right and does not shorten it. Tell us in writing, return the piece in the condition described above, and we refund the goods value within 14 days of receiving the returned item. Personalised and made-to-measure pieces are excluded by that legislation, as they are here.
10
If customs sends a parcel back
If a shipment is refused or returned by customs because duty, tax or a required import licence was not settled, we credit the goods value once the parcel reaches us in saleable condition and deduct the outbound freight, the return freight and any storage or penalty charged to us. Re-sending it is usually possible: we will requote the freight and give you the exact documents the destination needs before a second dispatch.