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Q1: What is the lead time for custom products?
The lead time for custom products depends on the materials requested and the size of your order. At RAINBASE, we believe in delivering high-quality solutions, which takes time and precision. before placing your order, we’ll provide you with an estimated delivery timeline to help you plan effectively. Rest assured, we’ll keep you informed throughout the process to ensure a smooth experience.
Q2: How can I place an order?
To place an order, please send us an email at support@rainbase.com with your project requirements. Our team will respond promptly to assist you.
Q3: How do you ensure my custom product specifications are correct?
We know how important it is to get everything just right! That’s why we follow a thorough verification process. Before production begins, we confirm all specifications with you to ensure they meet your exact requirements. Our goal is to deliver products that meet your expectations, as your satisfaction is our top priority.
Q4: What if I receive the wrong product?
We do everything to ensure this doesn't happen to our clients. However, if you do receive the wrong product, please contact our customer support team as soon as possible, and we will resolve the issue promptly. We want to make things right for you!
Q5: Why didn't I receive an order confirmation email?
If you did not receive your order confirmation email, please check your spam folder. Please email the support team with your order number.
Q2: Can I cancel my order?
You can cancel your order before production begins. Once we start crafting your product, cancellations are no longer possible. However, if you need to make any changes or cancel your order, please contact our support team as soon as possible, and we will do our best to accommodate your request.
Deposits are fully refundable if the cancellation is made before production begins. However, once we have started production for your order, the deposit is non-refundable.
Q1: Can I return or exchange custom-made products?
As our products are custom-made to your specific needs, they are generally non-returnable and non-refundable unless the wrong items are delivered. We understand how important it is to get things right, so we work closely at every step of the process to ensure accuracy before shipping. If something does go wrong, please contact us within 14 days from the day you received your order.
Q1: Can I change the delivery address after payment?
Please Contact us to change your address before your item ships.
Q2: How do i know my order has been shipped?
You will receive a notification when your order is on its way to you. This notification typically comes via email.
Q3: Do you ship internationally?
Yes, we’re happy to ship our products worldwide! Shipping costs and delivery times may vary depending on your location. For more details on international shipping, feel free to reach out to our team, and we’ll provide you with an accurate quote and delivery estimate.
Q4: Will customs and taxes be included in the product price?
If you are located outside of the United Kingdom, please note that additional charges such as import taxes, duties, and related customs fees may apply. These charges are determined and assessed by the customs office of the destination country and are not included in the payments made to us. We recommend contacting your local customs office directly for further details regarding these potential costs.
Q1: What are the accepted payment methods?
Payment for orders must be made in full at the time of purchase. We accept various payment methods, including credit cards and bank transfers, paypal and other similar methods for your convenience.
Q2: What can I do if my payment fails?
Please check your network connection, payment method, and bank settings. If it’s still not working, contact us, and we’ll help you process it with an alternative payment method.
Q3: How does your deposit process work, and can I get a refund if needed?
We require a 40% deposit of the total order value to start production on custom orders.
This allows Rainbase to secure materials, manage resources efficiently, and deliver on time while minimising waste, it's part of our commitment to sustainable practices.
Deposits are fully refundable if you cancel before production begins. Once production starts, however, the deposit becomes non-refundable.
We strive to be flexible, so if you need to modify or cancel your order, please contact us as soon as possible.
Q4: When is the remaining balance for my order due?
The remaining balance must be paid in full before we shipping your order. This ensures we can process and release your order without delays. As your order nears completion, we will notify you with an estimated delivery timeline and provide the final payment details to ensure a smooth and timely process.
Q1: Are your products environmentally friendly?
Absolutely! We are one of the Earth's keepers. ♻ Sustainability is at the core of everything we do. We design and craft our products with the environment in mind, using eco-friendly materials and practices to help you build greener and sustainable projects. We're committed to supporting your journey towards a greener future.
Q2: What does fully tailored for specific projects mean?
We design each solution from scratch to fit your project perfectly, think custom geodrainage, geotextiles, or geomembranes built for top performance, not off-the-shelf fixes.
Q3: How do your products support to sustainability?
Sustainability is core to our design. Made from 100% recyclable, eco-friendly materials, our products offer lasting quality while aiding green infrastructure and sustainable drainage. They stay recyclable even at life’s end, minimising waste, saving water, and enhancing ecosystems.
IF YOU HAVE ANY QUERIES, PLEASE DO NOT HESITATE TO CONTACT US:
Email: support@rainbase.com
Mon - Fri: 09:00 - 17:00 (All times GMT)