index

Customer care

FAQ

Find answers about REMNOVA materials, care, custom requests, production, and delivery.

What are REMNOVA bags made from?

REMNOVA bags are handmade from 100% viscose raffia.

Can I get my bag wet or wear it in the rain?

No. Keep raffia away from water and rain. Do not wash or soak your raffia bag.

What should I do if my bag loses its shape?

A compressed or misshapen raffia piece can be carefully reshaped using a hairdryer or hair straightener. A very small amount of gentle steam may also be used. Follow the REMNOVA demonstration, HOW TO RESHAPE YOUR REMNOVA BAG, before using heat or steam. If you are unsure, email us with photos for guidance.

Can I request another color?

Yes. In addition to the main palette, Custom Color is available for applicable models. Email us to discuss the color you have in mind before ordering.

Can I request my own design?

Yes. REMNOVA considers selected requests for individual custom designs. Tell us what you would like to create by emailing webmone235@gmail.com. Custom requests are discussed individually.

How long does production take?

Made-to-Order production takes 7–10 business days. This is the time needed to make your piece; delivery after dispatch is additional. For an individual custom design, please discuss the production timeframe with us before ordering.

Do you offer international shipping?

Yes. International shipping costs $30 USD, or $35 USD for Australia, New Zealand, India, and Mexico. Shipping is added at checkout and is not included in the product price. Delivery time depends on the carrier and destination and begins after dispatch. Delivery within Ukraine is available through Nova Poshta.

What should I do if my piece is damaged?

Email REMNOVA with photos and a description of the damage. If the piece was damaged during use, repair may be possible depending on the damage; availability and any costs are discussed individually. If your item arrived damaged, has a manufacturing defect, or was supplied incorrectly, include your order number so we can address the issue in accordance with your mandatory consumer rights.