HELP & FAQ
About Us
Where is our company located?
Our company is located in Huzhou, Zhejiang, China, a city famous for its bamboo township.
What is the company's mission?
We are committed to providing sustainable handmade bamboo products with Chinese tradition and Feng shui design, bringing Chinese non-inherited practicality and beauty to customers around the world.
Orders and Shipping
How do I order on the website?
Browse the products, select items to add to your cart, then go to the checkout page and fill in the shipping and payment information.
What payment methods are accepted?
We have opened PayPal payment now.
Is transportation available?
Yes, we offer global shipping services.
What is the delivery time and shipping cost?
After receiving your order and contacting you, we will arrange delivery within 48 hours, shipping costs vary according to the destination and shipping method, please see the product page for details.
How do I track orders?
Once your order has been shipped, we will email you a tracking number that you can use to track your package on the website.
What is the return and refund policy?
Thank you for your support of handmade products!To protect the interests of both parties, our policy is as follows:
No return or exchange for no reason: Each product is manually inspected before delivery, and the nature of the natural material may cause reasonable differences in texture/color;
Quality problem handling: Contact customer service within 24 hours after signing and provide photo/video proof after negotiation and confirmation, provide replacement/compensation and other solutions within 7 working days Special Note: This policy does not apply due to customer's personal preference (such as size/color subjective differences) Artificial damage or timeout feedback cannot be accepted Caring Tips:
It is recommended to shoot unpacking video when signing, in order to solve the problem more efficiently.
Product Information
What materials are used in the product?
Our products are primarily made from high quality natural bamboo and rattan, durable, waterproof and sustainable.Please refer to the product description for specific materials
Is the product durable?
Yes, our handmade products are specially treated to be tough and durable, suitable for long-term use.
Is the product waterproof?
Yes, our bamboo products are waterproof and suitable for a variety of use cases.
How to care for bamboo products?
Clean the surface with a damp cloth and mild soap. Avoid soaking for extended periods. For specific recommendations, please refer to the product care guide.
Is the product suitable for contact with food?
Yes, bamboo products designed for contact with food meet food grade standards.
What is unique about a particular product category?
Our handmade items are all hand-woven by Huzhou artisans, combined with durability and waterproof design, each piece is a unique work of art.
Household goods
What household items are available?
We offer a wide range of bamboo household items, please see our catalogue for details.
How to clean?
Wash by hand with soap and water, waterproof material for easy maintenance.
Are tea ceremony tools traditional?
Yes, our tea ceremony tools follow the traditional Chinese design and are both durable and water-resistant.
Sustainability
Is bamboo a sustainable material?
Yes, bamboo is fast growing and renewable, and our products are an environmentally sustainable choice.
How can sustainability be ensured?
As a local brand in Huzhou, the bamboo town of China, we work with sustainably harvested suppliers to ensure that our bamboo comes from environmentally friendly sources.
Customer Service
How do I contact customer service?
You can contact us through the message function on the website or by sending an email to support@bamberzon.com.
What is the response time?
We will respond to all enquiries within 24 hours.
Other information
Does the price include taxes?
Yes, all prices include taxes and no hidden fees.
Is there an extra charge for international orders?
Prices include taxes, but customers are responsible for customs duties or customs charges in the destination country.
Does the product have a warranty?
The products we sell are all bamboo woven handmade products, and each one is checked for warranty before shipping for manufacturing defects.
Please contact customer service for details.
Does the product have a warranty?
The products we sell are all bamboo woven handmade products, and each one is checked for warranty before shipping for manufacturing defects.
Please contact customer service for details.
Is it reasonable to have minor flaws in hand-woven goods?
Thank you for understanding the unique value of handicrafts!
Just as the natural texture of bamboo is not absolutely uniform, hand-woven products may have the following natural marks due to the combination of artisan techniques and natural materials:
Slight color difference at the bamboo wire connection (natural bamboo fiber oxidation marks) Shape adjustment within 0.5cm of the braided knot (to adapt to the flexibility of bamboo) Slight bump and touch on the surface (to retain the hand-woven layering) Fine seam of individual hairs (hand-woven effect of natural materials)
These marks are confirmed by our triple quality inspection and do not affect the function and security of the product, but become the identity of each work that cannot be copied.
If the product you receive has obvious process defects (such as structural loosening, fracture or abnormal shape of more than 2cm), please take a photo and contact customer service 48 hours after signing.
Some products come with a Maintenance Advice Card, which allows you to better understand the temperature behind these "imperfections."