FAQ

Products, Pricing

Where are the products made?

All the products in our store are made in Russia. Such items like lacquer boxes, nesting dolls, wooden carved items are mostly made by craftsmen of villages Fedoskino, Palekh, Kholuy, Mstera, towns of Pavlov Posad, Sergiev Posad of Moscow region. There are a lot of items from Nizhny Novgorod and its districts. You can refer to history page to learn more about the origin and history.

How can you guarantee that the products are not counterfeit?

Unfortunately we are not always able to confirm the authenticity of items with papers because most of our products are made by individual skilled craftsmen who inherited technique from their ancestry or learned later. Sometimes they have own brand and put it on the item but never provide any paper certificates. In spite of that the quality and safety of such items are confirmed by their long-terms work and lack of complains.

Part of products is created by associations of craftsmen which have its own label. This label is usually engraved or stuck to the bottom of item.

Do you provide any information on the products?

We will be pleased to provide any additional information about items in our store.

Do you have a physical shop?

We currently don’t have a physical shop. All are items are only available in Souveniroff internet store.

Do you offer any discounts to resellers?

Yes. Every wholesale order is discussed individually. You will be given a good services and information that can help you succeed in selling our unique Russian gifts and collectibles. And of course we also provide excellent discount and incentives.

For details and product catalogue please email us to info@souveniroff.com.

Ordering

How can I place an order?

(a) Click the "Add to Cart" button which you find on each product page. You are now linked to a separate website automatically. This is your "Shopping Cart" in which all the items you want to order are collected. You can continue shopping by clicking "Go Shopping" or go to the next step and "Process Your Order".

(b) If you have continued browsing but would like to go to your "Shopping Cart" to check out, click on the "View Cart" button which you find on the toolbar on the top and bottom. Your "Shopping Cart" will appear, and then click the "Process Your Order" button. When checking out, the first page you come to is where you fill in the "Daytime Shipping Address", then click the "Continue Process" button.

(c) The next page is where you fill in the "Delivery address", choose what kind of shipping option you would like and the method of payments you prefer. Then you will be readdressed to the secured page of payment system (e.g. PayPal) for payment.

(d) When payment process is finished, you will receive a confirmation of order. As soon as we receive the acknowledgement from payment system the money receiving notification will be emailed.

Are all products available for immediate delivery?

Yes. All the items are in our stock and available for immediate shipping. It takes us not more than 2 days to prepare order for shipping.

Privacy & Security

Please follow to section "Privacy".

Can I change or cancel an order?

Yes. You can change the order and give you money back in different cases. For more details please refer to Refund & Replacement.

Payment

Which payment methods do you accept?

We accept debit/credit cards, Moneybookers, Wire Transfer, Money order / Personal check, Western Union, Money Gram. For more details please refer to "Payment".

Can I get my money back before shipping?

Yes. If the order hasn’t been shipped yet you can be refunded. 20% fee will be applied.

Do I have to pay sales tax?

Since Souveniroff is located in Russia the sales tax (V.A.T) 18% is only applied for orders shipped inside of Russia. For all others (US, Europe etc) VAT is not deducted.

Shipping

Where are you shipping from? Which destinations?

All our products are shipped from Moscow warehouse. We ship worldwide.

What are shipping rates from Russia?

We normally ship by International Airmail which is the cheapest and most preferable way.

During checking out you will be also offered to choose UPS as faster and much more expensive way.

How long will my order take to arrive?

It normally takes 2 days to prepare an order for shipping. Here is an approximate delivery time:

Can I choose an expedited delivery?

Yes. During checking out you will be also offered to choose UPS which is faster and much more expensive way. We don’t offer any others courier services excepting UPS.

Can I check if order was shipped or not?

When purchasing a product from Souveniroff, you'll automatically setup an account by registering your email address and creating a password. To track an order, just log into the My Account area and click on the "Order Status" link. There you will see a list of all your past and existing orders. Once you find the order you want to track, click on its status link to display your tracking information. Unfortunately International Airmail from Russia doesn’t provide us with international tracking number and it’s only possible to check whether parcel left Russia. If order was sent via UPS we will provide you a tracking number immediately.

Returns

When can I return the order?

You can return the order if you are not happy with your selection or order is damaged. For details please refer to Refund & Replacement.

How can I return the order?

You must contact us within 5 days of your receipt of the item to receive a return authorization. You will be responsible to ship and insure the item to be returned. All returned items must be in mint condition.

How much do you refund?

We refund 100% (excluding shipping). Please refere to "Replacement and Refund" for details.