Here for Your Craftory Experience
Customer Support
Personal help with your piece, before and after your purchase.
Questions about a size, an upcoming celebration or an order you have placed? Reach our Redmond atelier directly. We’ll help you understand your options and the next step.
Shopping with Confidence
Your questions, answered.
For a question about your own order, email or call us directly.
When you get in touch
Have your order number and checkout email ready. For a fit question, tell us which piece you have in mind and your event date.
Please do not send payment card details by email.
How can I get help with an order?
Email or call the atelier using the contact details on this page. Include your order number, the email used at checkout and a short description of what you need help with. If you cannot find your order number, include your name and approximate purchase date.
Where can I find my order confirmation or delivery update?
Check the inbox and spam folder for the email address used at checkout. If you cannot find your confirmation or need a delivery update, contact the atelier with your order details so we can look into it.
Can I change or cancel my order?
Contact the atelier as soon as possible with your order number and the change you would like to make. We need to check the status of your order before confirming whether a change or cancellation is possible.
Where can I check shipping information?
Our Shipping Policy sets out processing and delivery information. Shipping fees are calculated at checkout. If you are shopping for a particular event, discuss your date with the atelier before placing your order.
Read the Shipping PolicyHow do I ask about a return or refund?
Please contact the atelier directly about a return or refund, as directed in our Returns & Refunds page. Include your order number and the item you are asking about so we can discuss your request.
Read Returns & RefundsWhat if an item arrives damaged or something is wrong?
Contact the atelier with your order number, a description of the issue and clear photographs of the item and packaging. This helps us understand what happened and discuss the next steps with you.
Can you help me choose a size or discuss a custom fit?
Check the size and customization information on the product page. For help before ordering, contact the atelier with the piece you are considering. A design consultation is the next step for discussing a made-to-measure piece, measurements and fitting needs.
Book a ConsultationCan I speak with you in person or virtually?
Our atelier is at 8102 161st Ave NE, Suite 120, Redmond, WA 98052. In-person consultations in Redmond and virtual design consultations across the USA are available by booking.
Choose a Consultation TimeAfter Your Purchase
Your experience matters.
Have something you’d like to share with Rimi? Send a private note or choose to share your experience as a client testimonial.