FAQ's
ORDERING
What methods of payment do you accept?
The easiest way to shop is to place your order on-line through our secure servers with a credit card. We accept Visa, MasterCard, American Express and Discover. Please note that the billing address must match the address that your credit card bill is mailed. If you prefer not to use the on-line payment option, you can place your order by Phone/Fax (see next questions).
Can I place my order over the phone?
If you prefer not to use the on-line payment option, you can call our toll-free number (CONTACT US). Please be sure to have the following information ready when you call: item #, size, color, and quantity. Please note that the billing address must match the address that your credit card bill is mailed.
Can I place my order by fax?
If you prefer not to use the on-line payment option, you also have the option to fax us your order (CONTACT US). Please use the attached form when submitting a fax order (click here for fax order form). Please note that the billing address must match the address that your credit card bill is mailed.
When I try to place my order on-line my credit card is declined and I know my account is in good standing.
Due to the potential for credit card fraud on the Internet, we employ a high degree of security in approving a credit card charge. One of the methods of ensuring your security is to verify your credit card billing address with the address that you provided. On occasion, the verification process does not exactly match-up even though things look fine. If you experience a problem when making a purchase, feel free to CONTACT US. We are typically able to remedy these problems manually.
The item(s) that I want are out of stock. What should I do?
Although we try hard to keep our merchandise in stock, some items are very popular and sell out quickly. If an item you'd like is out of stock, CONTACT US to place a backorder.
RETURNS
What should I do if an item arrived damaged?
You should first examine the carton to determine if it was damaged in shipment. If it was damaged in shipment, then a claim will have to be made to the shipper (UPS/USPS/FedEx). Please do not disposed of the damaged carton or item, as it is sometimes needed to process the claim. Then CONTACT US by e-mail or phone and we will determine the best course of action. The Basket Lady will send you a replacement item as appropriate.
What should I do if I don't like my purchase?
We understand that sometimes a purchase does not exactly fit the intended purpose. Just CONTACT US by e-mail or phone and we will provide you with a Return Authorization Number (RA #). Please mark the RA # on the outside of the carton to help process your return properly. The customer is responsible for the shipping expense for the return. If you are making a return for credit, the credit will be processed once your return has been received back. The customer must let us know within 1 week (7 days) of receipt of the order that they wish to return an item in order to receive a credit for the full amount of the product cost. After 7 days from receipt of the items, the customers credit will be subject to a restocking fee. Sale items and items that held for more than three weeks are not returnable.
Can I return a SALE ITEM?
No, sale items are not returnable.
SHIPPING
How much does it cost to ship my order?
Our shipping cost is calculated based on the subtotal of your order. See the section on SHIPPING for further details.
I need my order immediately; can I get 2nd-Day or Next-Day delivery?
Due to the bulk nature of baskets, it is typically not practical to consider express shipping service. Often times the cost for shipping would be 2 or 3 times the cost of the basket itself. If you absolutely have to have your order shipped by express, either call or e-mail your needs and we will provide you with an approximate shipping cost quote.
Do you ship to Hawaii, Alaska, or Puerto Rico?
We do ship to Hawaii, Alaska, and Puerto Rico, but there are specific size restrictions for shipping, and therefore only certain items can be shipped there. If you live in one of these locations and would like to order baskets, please contact us by phone or email to determine if what you are interested in can in fact be shipped and what the shipping cost will be.
Do you ship to Canada?
We do ship to Canada, but there are specific size restrictions for shipping, and therefore only certain items can be shipped there. If you live in one of these locations and would like to order baskets, please contact us by phone or email to determine if what you are interested in can in fact be shipped and what the shipping cost will be. Please note that for Canadian orders there is an additional handling fee for completing the required customs paperwork. The customer is also responsible for paying any customs duty.
Do you ship Internationally?
At this time, we only offer shipping to the lower 48 states and in some cases Hawaii, Alaska, and Canada. Unfortunately, we do not ship elsewhere due to extremely high shipping costs.
ABOUT THE BASKETS
How accurate are the dimensions that you list?
Baskets are woven by hand and the dimensions will vary slightly from basket to basket. They typically will not vary more than ½" to ¾" on smaller items and possibly an 1" to 1 ½" on larger items. See the section on BASKET MEASUREMENTS for more information.
I want to buy a basket that must fit into a limited size spot. The dimension I need is a critical size and just a bit different than the size that you list.
If you have a particular need that requires a critical dimension we offer Custom Selection Service for a nominal fee. Please note that this is NOT a custom manufactured basket, but a service where we individually measure the dimensions of the already manufactured baskets to find the one that meets your size.
Make your selection and proceed to check out. After entering your credit card information you will see a text box marked "Customer Notes". Be sure to note the size requirements as an acceptable range. Please understand that we need to charge for this due to the amount of time that it takes to sort through the baskets to find ones that meet the criteria. The cost for this service is $5.00 plus $1.00 for each additional basket. Please also understand that we will do our best to find baskets to meet your requirements but we cannot guarantee availability.
Do the colors of the baskets vary?
Because the baskets are handmade and hand-dyed, the color can vary from piece to piece and particularly between dye lots. If you need all your baskets to match as close in color as possible, we recommend that you buy them at the same time to ensure the least amount of color variation.
Where are the baskets made?
All the basket design work is done at The Basket Lady offices outside of Philadelphia, Pennsylvania. The manufacturing of the baskets is done by hand in Indonesia, using high quality Indonesian rattan.
From what material are the baskets made?
Most of our baskets are made using high-quality Indonesian rattan, recognized worldwide as the best rattan. To give greater strength or a straighter shape, some of our baskets are made from rattan woven over a wire frame. We do sell a few items made from another natural material called Water Hyacinth, but these are being fazed out of our line due to huge increases in raw material costs.
What is rattan?
Rattan is a vine-like palm native to the tropical regions of Africa, Asia, and Australasia. Rattan, unlike bamboo, is solid all the way through the reed and also has the ability to grow up to hundreds of meters long. In forests where rattan grows, its economic value can help protect forestland, by providing an alternative to loggers who forgo timber logging and harvest rattan canes instead. Rattan is much easier to harvest, requires simpler tools and is much easier to transport. It also grows much faster than most tropical wood.
COUPONS/DISCOUNTS/PRICING
Do you offer a discount if I buy multiple baskets?
We work very hard to provide the highest quality baskets possible at prices that are quite reasonable. For that reason we sell our product direct to the public at prices that would typically be at the wholesale level without the additional mark-up room for a typical wholesale or volume discount. We do offer a 10% discount to orders with subtotals above $500.00.
Do you offer wholesale pricing?
We do offer wholesale prices to our customers who order 100 pieces or more of a particular item. Please CONTACT US by phone or email to further discuss this option.
Do you ever offer coupons to your customers?
Every customer is eligible for a returning customer coupon. This coupon is attached to the receipt that is shipped with the baskets. We also offer coupons to members of our Preferred Customer Club. Go to the Preferred Customer Club page for further details and to sign-up.
CORPORATE ORDERS
As we do our own design work, we can have our factory make you almost anything you’d like. Minimum order quantities are between 50-100 pieces depending on the item. We charge a $500 fee for each set of design and samples, which is then used as a credit once an order for direct import has been placed.
CUSTOM BASKET ORDERS
Can you make a basket for me? I don't see what I want on your web site.
We do offer custom design services. Due to our production methods, typical minimum order quantities are in the 50 to 100-piece range.
PREFERRED CUSTOMER CLUB
What is the Preferred Customer Club?
The Basket Lady’s Preferred Customer Club is a no-fee reward program. As a Preferred Customer Club member you get the benefits of faster order entry, the ability to view your past orders online, a subscription to our newsletter, and special coupons and discounts.
Do I have to pay to join the Preferred Customer Club?
There is no fee to join our Preferred Customer Club.
What benefits to I get for joining the Preferred Customer Club?
As a Preferred Customer Club member you get the benefits of faster order entry, the ability to view your past orders online, a subscription to our newsletter, and special coupons and discounts.
NEWSLETTER
How do I join the mailing list for the Newsletter?
You can either sign-up to be part of our Preferred Customer Club or submit your email address through the Newsletter Subscription tool on the left navigation toolbar.
Will my email address be safe when signing up for the Newsletter?
Yes, your email address will be kept on a secure server. We also do not sell our mailing lists to third parties.
Can I unsubscribe from the Newsletter?
Of course! If you wish to unsubscribe from the Newsletter mailing, you can do so, by clicking on the UNSUBSCRIBE link at the bottom of the newsletter.