Frequently Asked Questions
If you haven’t found the answer you need,
email us at customercare@ellieandbecks.co
Why preorder?
We introduced the pre-order process to ensure we bring you the items you want most.
Our rattan products are individually handcrafted, and the journey from harvesting rattan plants to traveling across the globe to your doorstep is a long one. While slow batch production is what makes our products special, it also means our bestselling items aren't always in stock.
By placing a pre-order, you help us determine what products to order, while ensuring you get the items you want in our next re-stock.
When do items go on preorder?
We open pre-ordering once the items go into production. This is typically 2-3 months before item's estimated arrival date.
When will my preorder arrive?
Estimated preorder ship dates can be found in the description of each product.
This is an estimated date your order will ship from our warehouse, and not the arrival date.
We strive to provide accurate arrival estimates, but dates may change due to factors such as extreme weather or carrier delays.
Why do preorders take so long to arrive?
Our rattan products are individually handcrafted, and its journey to your doorstep is a long one. There is very little machinery involved, no assembly lines, and no part of the process that allows for fast, mass production.
From harvesting and procecssing the rattan (1 week), to preparing for the weaving process (1 week), framing and weaving pieces (1 week), to finally finishing and quality check products (1 week), there is so much that goes into each and every item.
The pieces are then loaded into a container and make their way to us by boat. Their journey across the ocean takes between 4-6 weeks. During peak holiday periods, shipments can sometimes get delayed even further at clogged ports, busy carriers, backed up warehouses, or even strikes or extreme weather.
How accurate are your estimate dates?
We factor in some delays into our estimate arrival dates, but there are still many factors out of our control that can affect our estimates.
While we can't guarantee an exact arrival date, we'll communicate any and all updates as we receive them.
We can provide more accurate dates as the shipment gets closer to arriving to port.
Can I cancel my preorder?
Yes, you can cancel your pre-order at any time before it arrives at our warehouse.
If your item has not yet shipped, you may cancel your order for a full refund. If the item has already shipped, you may cancel your order and we'll issue a refund less the shipping costs and a 5% restocking fee.
If you purchased your pre-order as part of a promotion and decide to cancel, the value of the promotional offer will be deducted from your refund.
Hear from Our Customers
