Russian porcelain, Russian gifts and Russian icons - help
Why is your name RUS-SELL?
Rus-sell was created as a "bridge" between two countries, which provides absolutely safe and reliable trade, and personal services.
Your safety is 100% guaranteed by our US based part of the "bridge".
We guarantee you will be satisfied - or - your money back.
But you can get service, which is impossible to get at US at all - with use of part of the "bridge" located at St. Petersburg Russia. We can execute almost any custom order and to get for you - in fact, any item you wish from Russia.
Thus the name of the person as our name reflects the fact that you are able to get highly personal service.
Every customer has personal prices at our site and we will try to satisfy needs of any customer.
So you can use bridge created ? as if you have personal purchasing expert at Russia. Think about that expert as a person whose name is Russell.
Thus ? the name is a mix - with both Russian and US roots
You can think about Rus-sell as about RUSsian SELLer or RUSssian SELLs
Or ? an English name which is Russell.
Our E-Bay id is Russell9 (which, as you know, is Isaac Asimov?s character - and Isaac Asimov had Russian roots as well)
Selecting items you need, placing an order questions
I just need that great looking Blue and Gold Russian tea cup my Mom got from Russia a long time ago.
We have over 6000 items in our catalog.
That is why they are sorted through the tree. Of course, we do not know which cup you mean.
But you can find it.
Few ways exist.
FIRST. Just browse our tree of products. Blue with Gold One? See Lomonosov - Cobalt Net and Lomonosov - Cobalt Blue parts of tree.
NOTE we have a lot of items - that is why they are sorted through the tree. Browse tree leaves please. Only a few items are placed at your way through the tree - just as an example.
SECOND. Just enter "Blue" or "Gold" into search field - you will see all the items with those key words that you may be interested in.
What does it mean if items are IN STOCK or IN STOCK. GENERALLY AVAILABLE IN X DAYS, or PRE-ORDER only?.
That is availability MARKS. If the item is in stock and we can ship it in 1 business day - it is stated In stock.
Let?s say, you see a Nesting doll and it is stated it is in stock but available in 5 or 14 days - what does it mean?
It means the item is available but it is either not at our warehouse and we need to transfer it for packing first, or ? the item (like nesting doll) is PRODUCED BY US.
Some items are produced by us - once your order is placed. We do not make them before you ordered it. It is Custom made.
But we need some time (it is specified) to get the item ready for packing. So you just need to add that time to the general delivery time - to make sure you are ready to wait that time.
If the items are marked in stock - you will be able to purchase them, but for items which are marked PRE-ORDER, but you can not pay.
Finally - what does it mean "PRE -ORDER"?
It means the item is sold out and is not available for purchase. You still can send a REQUEST to purchase it.
You can place that item into your pre-order basket - and it will not be included in your invoice, and you won?t pay for it at that time.
The reason is that we have to check availability of the item. Once we get it - and we can ship it - we will let you know and the item will be placed into your (usual) basket so you can pay for it.
NOTE - we cannot guarantee the items marked as "pre-order" will be found for you. That is why you are NOT charged for those items.
But once we have notified you - YES, the item is available, it is moved into your SHOPPING basket (not the pre-order one) ? it means that yes, it is guaranteed the item is available for purchase.
What does it mean BASKET? How can I use it?
Basket is the thing you place the items you wish to purchase - before checking out.
You can add or remove items from it. But once you leaved the site ? the basket will disappear and OTHER users will be able to purchase your items.
What does it mean WISH LIST? How can I use it?
Wish list is items you are choosing from but not yet decided if you really want them or just interested.
Imagine, it is 2 p.m. and you still have not chosen the items you need.... yes.... too many to choose from.
Just SAVE your wish list and next time you login - you will see it again, so your work was not lost.
Please note ? the wish list is available once you are logged in ONLY.
Items placed into wish list are NOT reserved for purchase - so it may happen that you will return a week later, but the item is no longer available for purchase but for pre-order only.
Or ? the price is double, or the picture is different.
That is not the case with BASKET, but again, the basket will DISAPPEAR once you leaved the store. Just like in a usual store - you leave the store - you leave the goods on the shelves.
What is CHECKOUT? Do I need to pay immediately if I asked to checkout?
NO - you do not need to PAY immediately. Checkout means - you reserved the items for YOU. The items were removed from the ?SHELVES?.
But - it does not mean you have to pay immediately. Yes - if you decided to do so and to pay online - you will pay with a credit card.
If you choose the OFFLINE payment option - check or MO - you just promised to write us a check within 1 week.
It is the time we will wait - generally we wait a bit longer - for your payment to be received. If it was not received - we will place the items "on the shelves" again.
So if you do not wish to pay immediately or to pay online - just use the offline payment option at checkout.
Auctions - related questions.
I have purchased item from you at E-Bay. Now I wish to add more at store and economize on shipping
You can do that! Just add more items from our tree of products - shipping combined AUTOMATICALLY.
What is your nickname at E-Bay?
Russell9. We are power sellers.
What if I purchased a few items at E-Bay? Will shipping be combined?
YES, automatically. All items you will win there will be placed into your personal shopping basket ? shipping combined.
We add items to your personal page in a few hours once auction is over and additional items you won are just added to the ones placed on your personal page before - again, shipping is combined automatically.
You can choose shipping and payment options at checkout, you can add more items from the site at checkout. Shipping will be combined too.
I have 10% (15%....16%) discount with you. Why was it not applied with the auction I won?
Discount applied for STORE purchases only. You can purchase $1,000 item for $1 at an auction or vice versa. Auction is a dynamical price place. We do not determine auction price.
Direct orders, Exclusive orders, pre-ordered items questions.
1. I am looking for something from Russia. Can you find it and sell it to me?
Sure. Point your browser to www.Rus-sell.com catalog.
Please note - there are items that are hard to send outside of Russia (license needed).
They are the following ones:
Items of historical or cultural value in Russia;
Golden and silver items.
As far as other items are considered, it is sometimes a question of time spent and profit received. For example, if one asks us to send empty beer cans of special type - we can do that, but price can be high, as our stuff will spend a lot of time getting those cans.
Please let us know - what would you like and we will do our best to find it for you. However, as you may understand, we can`t guarantee that we will be able to fulfill your order.
Anyway, we will do our best to find it. So do not hesitate to let us know what you need.
You can let us know what you need with use of form at navigation panel.
2. Can I order exclusive items from you?
Yes, you can! Please use the I NEED possibility but point us to a specific item from our catalog you need to be custom made for you.
In some rare cases, however, we will need to get a prepayment. Please understand - we will never be able to sell, for example, cups with your family portraits if you ordered them, then changed your mind and refused to pay.
3. What kinds of special items can I order?
Porcelain (with the painting you would like to have on it). Such porcelain is usually made on blanks of famous factories and painted by hand by Petersburg artists.
Lacquer boxes (you can order a box with the portrait of your beloved, for example).
Linen - tablecloths or napkins we can produce exclusively for you.
Online payment questions
What types of payments do you accept?
We accept credit cards (VISA, MC, Discover), US Money orders, cashier?s checks, personal checks, WT and western union money transfers. You can also pay us with PayPal, moneybookers and Western Union BidPay.
Payment must be in US dollars. Money orders and checks must be drawn on US bank only. We accept cards issued at any country of the world.
Are credit card transactions in your store safe?
Yes! We process payments with the use of AuthorizeNet.com payments gateway, committed to using the most technologically advanced credit card processing systems available that will provide the highest level of security for our customers.
Any transaction is SSL secured under industry strongest SSL standard. It takes place at the site of AuthorizeNet.com not at our site and so - we are unable to see your card data. We never have access to your financial information. All funds are deposited to our US business account.
Sorry - I do not use my card on the internet. I have heard a lot of terrible stories.
Understandable. Just pay another way - we accept checks and money offline. Just check out that option.
You will be asked to provide your shipping address only - no payment information, no check numbers, no billing address.
If you wish - you can even use PO Box as a shipping address so your real one will never be known.
Can you lose my credit card number?
Impossible! We DO NOT HAVE it. So we cannot lose something we never had. When you provide your credit card number on the order form, your credit card number is only known and seen by you. When you submit your order for processing, your credit card number is encrypted and transmitted using our US financial institution payment gateway. It is not sent anywhere else. Only you and our US FDIC insured bank know it.
Is my personal information (mailing address, name, phone) protected?
Protecting your order information is our priority. We use Secure Sockets Layer (SSL) technology to protect the security of your online order information. SSL encrypts your shipping information to avoid the decoding of that information by anyone other than Rus-sell/Florida LLC stuff. We will never disclose this information. We collect it to process orders, enhance our customers` shopping experience, and communicate with our customers about products and services. We do not share the information you provide us online with any outside company or third party. We will never use it to send unsolicited commercial e-mail.
How will the credit card transaction be shown on my bank statement?
It will be shown "Rus-sell/Florida LLC Ormond Beach FL".
Do you accept debit cards?
Any card with the appropriate sign (VISA, MC, Discover or derivative ones) will be accepted.
What if my credit card payment failed?
It can happen if Internet payment gateway is not able to accept your card. Sometimes it happens because you entered the wrong data. Please check it. There are also cases when payment gateway does not accept the card because the information you entered doesn`t meet their requirements. The alternative is using another card or, alternatively, checks, money orders or PayPal.
I do not use credit card on the internet. I just wish to send you a check - but I cannot find what amount and which address to use!
We DO ACCEPT checks and money orders! Moreover, we do that automatically.
Please just choose Check or MO - Offline payment option.
You will be asked to provide your shipping address only - no payment information, no check numbers no billing address.
If you wish - you can even use PO Box as a shipping address so your real one will be never known.
We need that to prevent any mistakes with totals and addresses. Your item will be reserved for you once you checked out.
Otherwise - there are times when we will get your check without an invoice number written on it or any other information identifying the purchased item so we don`t know for which item it is, why, and were to send the item.
Please do not cause those mistakes and checkout with OFFLINE payment option. Once checked out - you will get complete instructions.
Anyway - here is our address to send payments offline:
740 S. Ridgewood Ave.
Ormond Beach FL
But - again - PLEASE CHECKOUT - otherwise a lot of problems are possible!
You are NOT guaranteed to be served well if you have not checked out. Please do not send us money without checkout - we can loose that transaction.
What is the Lomonosov Factory?
In 1774 a porcelain factory was founded in the environs of St. Petersburg, which laid the foundation of the porcelain industry in Russia. The factory supplied the needs of the Tsar`s Court and, as compared to private porcelain works, was a small-scale production. The articles produced were extremely costly and were rarely put up for sale. The composition of the first Russian porcelain and glazes, as well as the porcelain manufacturing were evolved by the Russian scientist D. Vinogradov with regard to the local raw materials - Gzhel clays and Olonets quartz and alabaster. The first porcelain painters were trained at the Academy of Fine Arts.
At the moment the factory produces a varied assortment of porcelain-ware - tea and coffee services of different shapes and decor, goblets, cups and saucers and presentation sets, flower vases, sculptures (mainly representing animals), decanters for wine and all kinds of souvenirs.
Porcelain items with LFZ trademark are well known in 30 countries. The Lomonosov Factory is a permanent participant of international exhibitions and fairs. In 1937 the articles of the factory won the Gold Medal at the World Exhibition in Paris. Participation of the Factory in the International Leipzig fair in 1948 was honored with gold medal. In 1958 at the international Exhibition in Brussels the factory`s produce won the Gold Medal, and several of the Factory`s painters were awarded gold and silver medals.
Lomonosov Factory`s porcelain in many aspects owes its success to its creators- artists and sculptures. Each artist working at the Factory is a bright individuality, organically representing the facet of the Russian school of porcelain art and developing best traditions of craftsmen of previous generations.
Porcelain of the oldest Russian factory still remains a sample of art and high quality.
Why is it named so?
In 1925, on the occasion of the 200th anniversary of the Academy of Sciences of Russia, the factory was named after M. Lomonosov, a great Russian scholar.
What makes the Lomonosov Factory Unique?
All complicated painted decoration is carried out in porcelain items by free hand painting, while simple graphic patterns are transferred onto items by a multi colored movable transfer tissue made at the Factory and then are finished by painters.
A number of articles are decorated, besides over glaze and under glaze painting, in powder gold with the incision of an engraved design. Many services, vases and nearly all animal sculptures are painted in over glaze colors.
About ninety percent of the Factory`s entire output is produced of so called "hard- paste" porcelain fired at 1400 C.
The animal sculptures decorated with under glaze colours, usually salt solutions of various metals, are made of so called "soft- paste" porcelain fired through a temperature of up to 1300 C.
The Lomonosov Factory is the first in the country to have worked out technology and set up production of thin-walled bone china items, which are notable for enhanced whiteness, thinness and transparency in comparison with traditional hard porcelain. In 1980 a group of the Factory specialists responsible for this work was awarded the State Prize for developments in the field of science and technology.
Why is the Russian porcelain different from the Western one?
There are some differences. First, the Russian porcelain is made with the use of different technology. Western manufacturers use special powder pressing, enabling them to produce porcelain in large quantities. Russian porcelain makers still use old technology and hand painting widely, so all the items produced are unique.
Second, the Russian porcelain secret is one of the 3 world "porcelain secrets". The other two belong to China and England.
What is the Kornilov factory?
The Kornilov (or Korniloff) factory is one of the oldest Russian porcelain factories located at St. Petersburg, Russia. At the Tsar times it was used to produce best-known porcelain - for citizens, not for the Tsar like Lomonosov.
What is Gzhel?
Gzhel is the name of the oldest and most famous Russian ceramic center, which is situated at the distance of some 50 km southeast of Moscow and known since the XIV th century as a home of potter`s production. Gzhel is also the name of a village in this area and this name is applied to the beautiful artistic porcelain and majolica ware made there.
Today the Gzhel Association is a modern enterprise having 6 production facilities with 1200 producing artistic porcelain and majolica items such as souvenirs, table ware, vases, miniatures, figurines, folk toys, articles of interior: fireplaces, chandeliers and some others with the use of local famous "Gzhel" clays and is in a steady demand in the Russian market and overseas.
Gzhel offers a mix of both fine and folk art in the renowned cobalt blue and snowy white style. In its activity Gzhel as a Folk Craft follows an old Russian traditions in the folk art. The master artisans of Gzhel paint each piece entirely by hand. The process requires hours of handwork to mold, finish, glaze and fire each individual piece.
The Association has now high-skilled and gifted artists, sculptors and technology experts. A unified personnel education has been set up. Education begins from kindergarten, followed by secondary school, and is completed by a Gzhel art college and post-graduate courses in Moscow.
Since 1994 the Gzhel Association is a member of the Guild of Master Craftsmen.
What is Dulyovo?
Dulyovo is the LARGEST Russian porcelain manufacture. For now they produce porcelain, which can be used every day. It can be washed in a dishwasher, used in a microwave. It is porcelain millions of Russians use.
What is Kislovodsky porcelain?
Kislovodsk artists and folk masters united their efforts, being aimed at search of new expressiveness in their artistic language; as a result of their creative activities in this field, a renovated unique style was formed. A new style was born as a creative interpretation of old traditions; professional artists, who came at the enterprise in the early 1960?s, were at the head of this creative initiative.
During that period, Kislovodsk porcelain was developed in four different trends: ornamental underglaze painting, luster and landscape painting and hand-made modeling. A decor in handmade modeling is based on such elements as floral ornamentation, abstract decorativeness, plasticity and virtuosity of floral bunches execution. The same properties are basic principles of decor painting, favoring to avoid naturalism.
Serial production of articles with hand-made modeling has no equal in Russia, either in quality, or in volume.
Russian Crystal Questions
What is Gus-Khrustalny?
The town of Gus-Khrustalny is situated not far from Moscow, in the picturesque countryside between the old cities of Vladimir and Riazan. The name of Gus-Khrustalny is associated in Russia with the production of artistic glass in the same way as are Murano in Italy and Baccarat in France.
The Gus Crystal Factory was founded in 1756. Towards the middle of the 19th century the factory received acclaim all over the country thanks to the high artistic standard and wide assortment of its glassware.
Why is Gus-Khrustalny the most popular crystal manufacture in Russia?
The reason is 24% content of lead in the items, produced by the factory, which determines a range of peculiarities of the crystal, in particular its characteristic sounding.
Russian watches questions
The history of the "Vostok" watchmaker dates back to the year 1942 when one of the Moscow watch plants was evacuated to Chistopol, Tatarstan. From 1965 the plant became the official provider of the USSR Ministry of Defense with mechanical wristwatches. At this time special army "Commander" watch was created. Now "Vostok" has over fifty years of experience in manufacturing precise timepieces, respectable traditions and highly skilled employees.
The waterproof, shockproof wristwatches "Vostok" feature high reliability, precision and smart design, original symbolic, sweep second hand, momentary date calendar, luminescent hands and indices for night visibility. Vostok watches properly function in any environment - including sea depths.
Why Russian Linen - made items so popular ?
Russia, together with Byelorussia and Ukraine are known worldwide for manufacturing fine, high quality and inexpensive linen, still produced according to the old traditions, with the use of hand embroidery and folk patterns. Linen, made with love to nature.
The Russian Art of lacquer miniatures is rooted in remote ages. It is a part of the rich popular spiritual culture. Lacquer painting is an inimitable element of the artistic surrounding, in which the Russians live, and their sacrament to the beauty of the world.
The lacquer miniature is notable for the elegance of its forms, fine brush mastery, wide colour ranges, and the poetry images. Among the most famous Russian lacquer trades are Fedoskino, Palekh and Kholui.
The oldest Russian trade that has conserved up to nowadays is Fedoskino having its genealogy in Lukutino and Vishnyakov lacquers. In the late 18th century a merchant P. Korobov founded a lacquer workshop in Moscow suburbs that passed to his son-in law P. Lukutin in the early 19th century. At him and his son Alexander the factory reached its flourishing, but was closed in 1904. The former masters of Lukutino and Vishnyakov Workshops organized the artel of Fedoskino. And this center of lacquer miniature has conserved the same name. From the very beginning the works were decorated with painted engravings. Later there appeared the first painted works after Italian and Dutch landscape originals, genre motives in imitation of Chinese works. But generally the masters turned to Russian topics. Well-known pictures, lithographs, popular prints were the bases for the plots of their works.
Being the successor of the Lukutino and Vishnyakov lacquers Fedoskino has embraced not only their experience, but all the interesting, teaching and original, that existed in West European and Oriental ones. It has played a great role in the choice of its way and future for the artists of the former icon painting centers, looking for an application for their mastery and talents in a new post revolutionary situation. The Fedoskino practice and experience inspired for the creation of a new art Palekh and Kholui that united in their works a multicentury experience of the Russian painting and the history of the Russian lacquery.
The modern Fedoskino is a variety of works opening us the fine world of magic, joy and holiday, telling about the mutability and complicity of the surrounding life, creating images-symbols, images-enigmas. It is traditional plots enriched with a new experience and feeling.
Palekh icon-painters were famous for their great skills and craftsmanship since the 18th century. Uncommon icons and sacred images of exquisite colour scheme, executed in a very special manner with yolk tempera, were often decorated with painting in gold, too.
Handicraft company was founded in the early 1920-ies; its base was both ancient Russian icon- painting, traditions and assimilated technological experience of Lukutin`s Lacquer Manufactory.
Palekh adornments and domestic utensils (brooches, powder-cases, beads-boxes, caskets and chests) are executed by hand, without any preliminary copies.
Contemporary lacquer articles are decorated with unique miniature painting on subjects of Russian fairy-tales and folklore ballads, poems and national customs; classic Russian literature characters are represented there too.
Ancient Russian village Kholui residents are mostly icon-painters` descendants. At present, they are famous all over the world for their art of lacquer painting over papier-m?ch?. Guided by canons of ancient Russian art and traditional technologies of Russian lacquerware, Kholui artists managed to create a very special painting manner. Contemporary artists make original pieces of art - caskets and boxes, brooches and decorative panels. These articles are noteworthy even amongst lacquerware of other handicraft lacquer centers.
Kholui lacquer workshops were founded in 1933 on the basis of an artistic Guild, which existed since 1934.
Kholui miniature painting is executed with egg yolk tempera over papier-m?ch? articles. They represent folklore and historic subjects, everyday life motives with stylized figures which are depicted against the stylized background.
Famous artists are involved into the workshops activities; their artworks were rewarded with high rewards, including the Great Silver Medal of the International Exhibition in Bruxelles. The artists were rewarded with honorary titles of Peoples Artist and Honored Artist of the Russian Federation; they also were honored with the Russian Federation State Prize named after Ilya Repin.
The history of the Baltic "gem" which beauty and unusual therapeutic properties won great glory and fame since the very olden times, is shrouded in legends and folk narrative ballads.
The Baltic seaside nearby Yantarny Settlement of Kaliningrad Region is a location of the largest in the world amber deposit which field contains over 90 percent of the world known reserves.
In June 1947 there was founded an enterprise which was specialized in amber extraction and processing of the output. A workshop was organized there in 1951; at the same time it served a trade school for amber industry workers, who formed their own traditions and individual manner of processing of the beautiful "sunny stone".
The enterprise produces over 600 types of jewelry articles in gold, silver, brass and German silver settings. Amber beads and necklaces, rings and earrings, bracelets and pendants, cigarette- or cigar-holders and souvenirs, which combined amazing natural properties of amber with artist`s flight of fancy, are widely known all over the world. The enterprise takes part in international exhibitions since 1957 and its production is exported to over 20 countries of Europe and America, The Near East and Asia.
The Zhostovo settlement, which is located in the Moscow region, is the center of a prominent Russian folk craft. Founded in 1825, it was based on manufacture of lacquer articles made of papier- m?ch? ?, and lacquer trays with subject or floral painting, made of metal.
Fascination of Zhostovo art is concluded in its contents, sincere and spontaneous, and in its artistic language, immediate and expressiveness, are characteristic features of Zhostovo handicraft masters; they also successfully solve purely artistic problems of combination of separate details into a logic composition and skillfully join painting with trays` forms.
Landscapes and still-lives are the most popular subjects of Zhostovo painting, but the main motive is always a bunch of flowers. Real and fantastic flowers are united into bouquets or wreaths and garlands, and placed against black, colour, metallized or mother-of-pearl lacquer background. Zhostovo painting is always created as a brilliant improvisation; therefore repetition and standardization are absolutely excluded.
Handicraft masters are mostly hereditary artists from family dynasties; the enterprise supports successive training methods in folk crafts.
According to the President`s Decree dated the 6th of November 1993, Zhostovo folk craft was included into the State Index of the most valuable objects of culture of the Russian Federation.
Easter eggs are well-known Russian memorabilia, whose fame outside of this country is probably second only to painted wooden matryoshka dolls. Easter eggs are an attribute of one of the most important Christian holidays: the day of prayer for the "miraculous Resurrection" of crucified Jesus Christ. By giving each other Easter eggs, Christians profess the faith in their Resurrection.
In ancient times, the egg was attributed a magic significance. Eggs- both natural and made of different materials, like marble, clay, etc.-are found in graves, mounds, and at other burial sites of the pre-Christian epoch. All world mythologies have legends treating the egg as a symbol of life, renewal, as a source of origin of all that exists in this world. Since ancient times, the egg has been the symbol of a transition from nonexistence to existence. It was perceived as spring sun, brining life, joy, warmth, light, rebirth of nature, and liberation from the grip of frost, ice and snow.
Modern Easter eggs can be divided into several motif groups: religious, architectural landscape, simple landscape, literature (Russian epic poems, Russian popular fairy tales), pagan motifs, symbolic, etc.
Are the collectibles you sell the original ones?
Yes, we never sell fakes. If the collectible is a copy - it can be only an Authorized copy and we will clearly state that at descriptions.
Why are the Russian plastic models better than western ones?
The main distinguishing feature is - they have MUCH better details - especially if the question is - Russian made aircrafts, space crafts, tanks or cruisers.
Certainly Russians do know Russian armory better than others.
Another issue is - uniqueness. Some models just don?t exist except of in Russia, and some models exist with special scales (like 1:30) - only in Russia.
Generally, you can never find the models we sell in the US or other countries.
Returns, refunds, replacements and other problems can happen - possible questions and decisions
Can I return my item if I am not completely satisfied with it?
We unconditionally guarantee all our merchandise. If you are not completely satisfied with your purchase, you may return it to us for a prompt exchange or refund.
Please be advised that:
Shipping charges are not refundable in this case;
The item has to be unused and received back in proper condition;
The item has to be sent back 7 days after receiving.
I have not received my item in time
We would greatly appreciate it if you could find some time to visit the post office. The typical situation is that you were out when the postman came, so since your signature is required, the parcel was brought back to the post-office (moreover the parcel tickets are lost sometimes). What we suggest is to first check at the post office. If the parcel is not there, let`s wait a couple more days (maybe the parcel is stopped at the customs) and if the item still does not arrive, then please contact us and we will start the replacement procedure.
We have almost never had a parcel lost or stolen; usually it`s the case of mail delivery delay, ticket lost, or wrong address. The packages then return with the US postmark "Refused to receive" or "Bad address".
In case you got the two parcels (the delayed one and the replaced one), please refuse to receive the second package.
I have received the item, but it is broken
We use exceptional packing, but sometimes items are broken in the mail. If your parcel came broken, please don`t worry and contact us immediately via e-mail or leave a message at Russell shopper - and we will solve this problem ASAP.
Some possible solutions are:
Complete refund of the item price and shipping charges;
Replacement (if it is possible to get the same item ASAP);
Replacement with similar item (you can choose any other item of equal cost and we will offer a good discount);
Partial replacement, partial refund;
Any other decision is negotiable - simply let us know.
Please note that if you claim that your item came broken we will need some kind of evidence - photo is the preferable way. We would also appreciate it if you could describe the details of what had happened to help us improve our services and to prevent brokerage in the future. We are constantly enhancing our packing - you can help us with that. Please take the time to describe the damages - by that way you will make damage possibility less in the future.
I have another problem with the transaction. What do I do now?
Customers` satisfaction is our prime goal. Just let us know your problem.
Transaction will not be stopped until you are completely satisfied - or - money back.
Please e-mail us - we will ALWAYS solve the problem. Again - either you are satisfied or your money back.
You must get the expected value for your money - or ? your money returned
I cannot e-mail you. I cannot get an answer. Can I call you?
If you are reading this - you have access to the internet. Just use free e-mail services like hotmail.com Just do not forget to include the invoice number, your item, how you paid - so we will be able to find out what happened.
Still not getting an answer? You can call us.
Please call 386 672 0200 9 AM - Noon, 1 PM - 5 PM. Eastern Time - if your question is about payments.
Please call +7 (812) 786-04-66 - if your question is about delivery problems, packing or replacements.
But please use the e-mail first - in this case we will be able to serve you better.
Do I have to pay any custom fees?
In most cases - no. However it may depend upon your country rules and products you purchased.
Certainly - in case you have purchased $10,000 worth of china from us - you should pay custom fees in most cases. But - we usually send parcels priced below $200 (the usual customs limit), they are yours (private person cargo) at the time they arrived to your country. So usually our buyers do not pay any customs fees. However, in some cases you are eligible for VAT (in Europe) or customs fees (in Canada for example). Your customs will inform you if any fee is due. But generally it is not great expenses. Please consult your local post for details.
We put the price of the package (on the package, in the custom declaration and in the parcel ticket) in Rubles. Parcel is your private cargo.
Will the parcel be really sent from Russia?
Sure. From St. Petersburg post- office. Parcel labels will be in French and Russian. We will print all the information in English and Russian.
How can I check - my shipping address is right?
Please enter your shipping address carefully and check it well. Moreover, we will send you the shipping confirmation letter. Please double check the shipping address again and if you find any mistakes - let us know immediately! If you do not send us any letter, telling that there is something wrong with your address, the item will be sent to the address specified in the confirmation letter during one business day.
What is the average shipping time?
You will normally receive your parcel in 15 - 20 days. Some parcels arrive in 7 days, in rare cases in 30 days, especially if your country is far from Russia.
Do your ship by air - mail?
Yes, we do. We ship items via regular Russian air - mail. It is the default option. You can request sea mail ? it will take about 6 weeks (if shipped to the US) - but about 40% less in shipping fee.
Can you ship by sea, by railway, by courier mail.
Yes, we can. Please contact us if you would prefer another way of shipping. Please note that although shipping by sea is 40% cheaper, it can take several months to get the item. Shipping by FedEx, for example, is usually 5-10 times more expensive, but the item will normally arrive in a few days.
Do you ship your items with any kind of insurance?
We pride ourselves on customer SATISFACTION GUARANTEE. If you are not completely satisfied with the merchandise from us, you may return the item for a refund or exchange. We do not provide any insurance from third party services, for it is expensive. However, we can do it upon your additional request. But such insurance is not really worth it, as you have our unconditional 100% satisfaction guarantee.
Do you pack your items well?
Yes! We provide EXCLUSIVE packing. Otherwise - how can we maintain satisfaction guarantee? We have already been selling porcelain and other fragile items for a few years and our average breakage is less than 1% by now.
Anyway, if your item is accidentally broken - we will refund the item price and shipping costs - or we will send a replacement asap - whatever you will choose.
What are shipping charges to Australia (New Zealand, Africa, Norway:.)?
The same. our shipping charges are flat worldwide.
Can you send a parcel to a Russian address?
Sure. The shipping charges will be less then. Please contact us to get more information.
Are there any discounts on volume shipping?
Yes, we offer discounts for multiple purchases. They will be counted online. Add more items to your cart and proceed with checkout. Please note that unfortunately Russian post doesn`t offer discounts on volume shipping.
But we will do shipping optimization for you. We charge actual shipping and handling cost.