FAQ

HOW DO I PLACE AN ORDER?

Please direct all of your sales and general inquires to our studio manager Ms Tamara Baranowska.

our email address is:  info@marcinrusak.com

our phone number is  +44 7400 203 680

 

DO YOU OFFER CUSTOMIZATION?

All the pieces are unique and on a commission basis only.

All of the works are handmade-to-order and can be customised in terms of scale or materials. The material comes with different possibilities of treatments depending on the application and type of commission.

Fully bespoke commissions are accepted on a case-by-case basis. Please reach out to us directly with your custom needs: info@marcinrusak.com

 

WHAT CAN I EXPECT FROM YOUR FINISHES?

Each piece is a carefully hand crafted work of master artisans. There can be variations in colour and texture on the surface which should be seen as valuable and unique characteristics of the hand made work.

 

WHAT ARE YOUR LEAD TIMES?

Lead times vary based on order and our current schedule but generally range between 8 – 12 weeks for smaller pieces, and 20 – 24 for large pieces. Lead time begins with receipt of payments. If possible, we can expedite orders down with a 30% mark-up.

 

DO YOU SHIP INTERNATIONALLY?

All of our pieces are ExWorks.

We ship world-wide and are happy to arrange shipment on your behalf with our preferred carrier.  Long distance delivery costs must be determined by quote and may take up to three business days to procure. Should you prefer to arrange your own shipment, we are happy to have available for pick-up from our production facility in the Netherlands or Poland depending on the commission.  All works must be paid in full prior to pick-up or shipment.  Finished works can be stored with our company for up to 14 days after its completion; beyond that timeframe it will be sent to an offsite storage facility where storage fees will incur.

 

DO YOU PROVIDE SAMPLES?

We usually create custom samples for each of the bespoke projects, but we also have a few display ones which we can loan to you for a limited period of time. Each sample is transported in a bespoke wooden crate for safety reasons. There is a limitation of two samples per loan.

Custom samples will be provided upon request and subsequent to order placement. 

 

DO YOU ACCEPT RETURNS?

We do not accept returns or offer refunds, exchanges or credits. All payments are final.

 

HOW DO I CARE FOR MY PIECE?

Our work is inherently delicate and should always be treated with care. We strongly encourage the use of coasters (or other protective barriers) to prevent the work from coming into direct contact with liquids or heat. Any spills should be removed as quickly as possible to avoid permanent damage and/ or discolourations.

Brass and Bronze:

If your product is unlacquered, the finish is “live” and is intended to patina beautifully over time. Fingerprints, drink rings, smudges, etc. are part of this process. Unlacquered brass/bronze should be cleaned by dusting with a dry/soft cloth. Please refrain from using any liquid or chemical cleaning solutions as they will affect the finish. Polished brass/bronze surfaces can be re-polished using a polishing cream. 

Varnished surfaces are durable but should be treated with care as it it is possible to chip, crack, or scratch the protective coating. Varnished brass/bronze can be cleaned with mild soap and water. Refrain from using any harsh chemical cleaners, abrasives, or polishing compounds as this could affect the appearance of the lacquered surface.

Blackened Steel:

Blackened steel will not patina or rust. Blackened steel can be cleaned with mild soap and water. Please refrain from using any harsh chemical cleaners, abrasives, or polishing compounds as this could affect the appearance of the surface.

Flora Material:

Use a duster or slightly moist soft cotton cloth. Please do not clean the material with any alcohol or chemical based cleaning solvents.