customer service

contact riverbasin outfitters:
Have questions about fit, color or materials?  Want some help finding a gift?  We encourage you to email us with comments and suggestions at rivitc@yahoo.com.  We are happy to receive input on the website, merchandise, opportunities for growth and learning and collaborations.

We respect your privacy and will not share any customer information under any circumstances.  This includes our mailing list, email and personal information.

about the materials:

I love to use reclaimed fabrics, like bed sheets, pillow cases, curtains, sweaters, men's oxford shirts, etc.  These fabrics have a story to tell; whether it is the original designer (favorites: Alexander Julian men's shirts, he's from Chapel Hill!), small repairs done by hand that make a dress so one of a kind and frozen in time, or small stains. Synthetic fibers like polyester and nylon are made from petroleum-based chemicals.  Their production also requires a much higher consumption of energy and chemicals and uses non-renewable resources.  That is why it is so important to recycle these fibers in remaking garments. 
 

product care:
recycled garments:  sweaters, pillow case dresses
machine wash in cold water with like colors and machine or line dry.  All garments have been washed in hot water and machine dried before being sold.
handwoven garments and house wares:
machine wash in cold water with like colors.  To insure longevity in such a special item, line dry or lay flat on a towel.
general tips for greener washing:
-use and energy- and water-efficient washing machine.  Look for the EnergyStar Symbol.
-Wash colors separately.  Turn Clothes inside out to protect prints and colors.
-Use environmentally friendly, bleach-free laundry detergents without optical brighteners or phosphates.
-Skip the fabric softener.
-Only wash full loads to save water.
-When possible, don't use your dryer- line dry instead.  More work, yes, but it extends the life of your clothes, and the planet.
-No need to dry-clean-- dry cleaners use large amounts of the chemical solvent tetrachloroethylene, a powerful degreasing agent that's also a suspected carcinogen, can aggravate asthma and allergies, and is harmful tot he environment.

return policy:
We gladly accept returns and exchanges for store credit within 15 days of ship date for items in original condition.  The items should not have been worn, altered or damaged.  All tags must be attached when returned.
Please note: Shipping and handling charges are non-refundable.  Sale, discounted merchandise and custom orders are final.  Sorry, no refunds; we are still a growing business and currently cannot afford full reimbursements.   

send returns/exchanges to:
River Takada-Capel
106 The Hollow
Chapel Hill, NC 27516  USA

If you wish to return or exchange any items, please keep this in mind:  all items are one-of-a-kind and handmade, riverbasin may discontinue a style after one season.  If you have any questions to do with your return/exchange, please communicate through etsy.com conversations or e-mail via river.rei@gmail.com.

shipping:
all shipping costs are set by weight by the US post office, and are posted separately for each item on www.riverbasinoutfitters.etsy.com.  I add $3 for handling; wrapping items in recycled shipping materials and driving to the post office and a tracking number on each package.  Your order will be filled asap, usually within two business days.  Riverbasin orders are shipped with the US Post Office, first class, which takes 2-7 business days.  Please contact us for international shipping.  We will ship anywhere on the planet.  We will notify you with a email when the item is sent and when to expect it.  If your package does not show up on time, rest assured, tracking numbers are placed on every package and can be located online. 

gift wrap:
gift wrapping is available upon request for an additional $6.  Please contact us through an etsy (www.riverbasinoutfitters.etsy.com) conversation with your order number and requests.  All wrapping materials are recycled and salvaged.  I have fun collecting vintage and unusual wrapping paper from thrift store/ yard sales and salvaging materials at gift giving times.
 
custom orders:
all custom orders customers must pay a 50% deposit when making an order.  This is due to time and money spent on materials and shipping costs.  This deposit is non-refundable and is deducted from the total price.  The rest of the payment must be made upon delivery of finished product.  To help me make the correct size, please use the size guidelines below.  To make sure your body measurements are precise, use a flexible tape measure, and, if possible, wear only your underwear.
1- Height: Stand with normal posture, barefoot. Measure from the floor to the top of your head.
2- Chest/Bust: Measure horizontally around the fullest part of the chest.
3- Waist: Measure around the natural waistline, keeping the tape measure slightly loose.
4- Hips: Meause horizontally around the fullest part of the bottom at your hips.
5- Outer leg length (for pants/jeans): Measure from your waist, over your hips, down tot he top of the sole of your foot.

frequently asked questions:
Can I get this in another size?
  All recycled garments are made of found materials and can be taken in.  If you desire a larger size, we can alter the garment with additional, different fabric for an additional price depending on difficulty.  Since I (River) am a small person, our sizes tend to run small and are made for the petite girls.

Where do you get your materials?  I get my materials from all over!  Thrift Stores, flea markets, yard sales, free markets, clothing swaps and from my customers.  If you have gently used clothing you would like to trade for some Remade Riverbasin clothing please be in contact with me via email (river.rei@gmail.com).  I like to work with things that wouldn't other wise be useful to others, like badly stained things (I just dye it!) for things that have missing buttons or are ripped.





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