FAQ for Customer
Ordering & Artisans
Q: What makes Rimindie different from other marketplaces?
A: Rimindie is a curated collective. Unlike mass-market platforms, every Vendor is an independent artisan vetted for their craftsmanship. When you buy here, you are supporting a maker directly, not a factory.
Q: Who am I buying from?
A: Your contract of sale is with the individual Artisan who crafted the instrument. Rimindie provides the secure platform, handles the tax compliance, and facilitates the payment, but the soul of the transaction is between you and the maker.
Q: Why does my instrument look slightly different from the photo?
A: This is the beauty of artisanal work! Because our makers use natural materials like solid wood, hand-hammered metals, and organic skins, every piece is unique. Small variations in grain or finish are not defects, they are the “fingerprints” of a handmade instrument.
Pricing & Taxes
Q: Does the price include VAT?
A: Inside the EU: Yes. If you are browsing from within the European Union, the price you see at checkout includes the VAT relevant to your specific country via the EU OSS system.
Outside the EU: VAT is generally not charged at checkout, but you may be subject to local import duties upon arrival.
Q: What is the “IOSS” charge on my international order?
A: For orders under €150 coming into the EU from outside (e.g., a stick-maker in the USA shipping to France), Rimindie collects the VAT at checkout under our IOSS number. This means your package should clear customs faster and you won’t be charged a “surprise” tax bill by the courier.
Shipping & Delivery
Q: How much is shipping?
A: Shipping is calculated directly by the Artisan based on the weight and size of the instrument and your location. You will see the exact cost in your cart before you finalize your purchase.
Q: How do I track my order?
A: Once the Artisan dispatches your order, they will add a Tracking Number to your order notes. You will receive an automated email with this link, and you can also find it at any time in your Customer Account Dashboard.
Q: What if my instrument arrives damaged?
A: Don’t worry. Please inspect your package immediately. If there is transit damage, you must contact us at hello.rimindie@gmail.com within 48 hours with photos of the packaging and the damage. We will work with the Artisan to arrange a repair, replacement, or refund.
Returns & Cancellations
Q: Can I return an item if I change my mind?
A: Yes. Under EU law, you have 14 days from delivery to request a return.
- Note: The item must be in its original, unused condition.
- Shipping: Unless the item is faulty, you are responsible for the return shipping costs to the Artisan’s workshop.
Q: Can I return a “Custom Build”?
A: No. If an instrument was built to your specific dimensions, custom wood choice, or featured a personalized engraving, it is exempt from the Right of Withdrawal and cannot be returned unless it is functionally defective.
Payments & Security
Q: Is my payment secure?
A: Absolutely. We use Stripe, a global leader in payment security. Your credit card data is encrypted and never stored on Rimindie’s servers. We accept all major cards, Apple Pay, and Google Pay.
Q: When is my money released to the Artisan?
A: To protect you, Rimindie holds the funds securely. We only release the payout to the Artisan once they have provided a valid tracking number and the order is marked as completed.
For any other questions, feel free to contact us on hello.rimindie@gmail.com