Q. Where are you based?

Our business and inventory are based in London, UK where we design and ship everything out from. Both of our suppliers are in Bali, Indonesia - one in Denpasar and one in a village in Southeast Bali called Tenganan.

Q. How do you work with suppliers and artisans in Bali?

Our founder’s family lives part time in Bali where she has built a personal relationship with both of the suppliers behind Uma Rattan. We design and build product ideas in Bali and then develop them further directly with our suppliers in Bali. The production process is around 3-4 months from drawings to final product and our founder tests all products in size and quality personally beforehand. It has taken us 2 years to build Uma Rattan where our relationship with our suppliers and artisans have become more like a friendship which is a connection very much at the heart of our business.

Q. How are the products transported from Indonesia?

We work directly with a shipping and export company that sends all of our pieces to the U.K. by ship. Of course this process means a more patience shipping time of approx. 3 months but means we don’t use air travel.

Q. Do you have a physical shop?

We do not yet currently have a physical shop, however you may see us in pop ups around London. If you have any questions regarding more details about our products or require additional imagery please email us at info@umarattan.com and we will happily help you with more information. If you would like to visit one of our suppliers or suggested rattan villages in Bali we would be happy to put you in contact with our contacts there.

Q. How do I amend my order?

Please email us as info@umarattan.com with your order number and we will be able to amend or cancel from there. If you require urgent assistance please contact us on Whatsapp at +44 (0) 785130323.

Q. Where do you ship to?

We currently ship to the United Kingdom and Europe. We plan on expanding to the United States in late Summer 2024.

Q. How do you ship your products?

We use Royal Mail to ship all of our products to the United Kingdom and Europe. If you have a preferred method of shipment please contact us directly and we may be able to offer you more options.

Q. Do you offer same day delivery within London?

Yes, if you make your purchase within 12pm we are able to courier orders with Addison Lee for same day delivery. Please note the cost of the courier is at the expense of the customer and will be paid for prior to delivery to recipient.

Q. How long will my order take to ship?

We use Royal Mail track and delivery which usually takes within 3-4 days for delivery in the United Kingdom. For orders outside of the United Kingdom, lead times may vary and be closer to 7-10 days. Please contact us directly at info@umarattan.com or if urgent on Whatsapp at +44(0) 7851310323 for any orders beyond these waiting times.

Q. Do you offer gift wrapping?

We do offer gift wrapping services and we are able to provide custom messages as well. Please contact us with your order number and we will happily make your gift wrap and experience special.

Q. How do I return my product?

If you are unhappy with your Uma Rattan order and would like to exchange or return for a refund please email us with your order number at info@umarattan.com and we will be able to send you a returns form. Please note the cost of returns is at the expense of the customer.

Steps:

1. Email us with order number and reason for return at: info@umarattan.com

2. Wrap up your item

3. Pay for shipping back to our warehouse

4. We will let you know once item is received and your refund will be with you within 10 days of receipt of goods.

Q. What is the time frame for returns?

Please inform us of the return within 14 days of the purchase date and the items may be returned within 30 days of the purchase date.

Q. Who pays for the return ?

The cost of returns is at the expense of the customer, unless item is damaged then please contact us directly at info@umarattan.com .

Q. When do I receive my refund?

Once we receive your return back to our warehouse, we aim to process your refund with 10 days.

Q. Do you provide any special Wedding gift packages?

Yes we do. Please contact us at info@umarattan.com with your ideas for packaging and we will be able to work with you to make a custom parcel for your gift idea. Previous gift ideas have included purchasing books to insert in trays for the custom wedding gifts.

Q. Do you offer gift wrapping?

We do offer gift wrapping services and we are able to provide custom messages as well. Please contact us with your order number and we will happily make your gift wrap and experience special.

Q. Do you offer custom sizes or custom orders for your products?

At the present we are working on building the bespoke part of our business, this would include working directly with our founder to design and create a rattan piece of your choosing with your dimensions. This process would take around 3-4 months from paper to delivery, if you have a rattan idea and would like to make it happen, please contact us directly at info@umarattan.com.

Q. Do you offer Trade discounts?

We do offer trade discounts to our insider customers. Please contact us with your business information and we would be happy to work with you on your future orders with us.

Q. Do you sell wholesale?

If you would like to inquire wholesale orders, please contact us directly.