FAQ

PLANNING A VISIT?

Where are you located?

Our Sawmill and the factory store are located at: Via Vittorio Veneto 7 in Desio.

Desio is a town located in the Brianza area of Lombardy (North of Italy) about 20 km north of Milan, 30 km from Linate airport, 50 km from Bergamo Orio al Serio airport and 70 km from Malpensa airport. For more information, visit the HOW TO FIND US page.

Can I come to make purchases directly at the Sawmill?

Yes of course! You are more than welcome to come visit us in person and make your own selection on site. Also, do not hesitate to contact us if you need any help in your travel logistics or arrangements: we can help you with infos, train and plane timetables, hotel and restaurant bookings.

I come from far away. Can you recommend a hotel to stay overnight?

Yes of course, just send us an email in advance or call us: we will be happy to help you organize your stay in view of a meeting with us.

Do I have to make an appointment to come to the Sawmill?

At the moment it's possible to access by appointment only. Please contact us by phone during regular working hours (8:30 A.M. to 12.30 PM, and 14:00 PM to 18:00 PM) to arrange your preferred arrival on +39 362 621608.

Check all the information here.

What are the opening hours to the public?

The Sawmill is open Mondays to Fridays during the following hours:

Office: from 8.30 a.m. to 12.30 p.m. and from 2.00 p.m. to 6.00 p.m.

Sawmill: from 8.00 a.m. to 12.00 p.m. and from 1.30 p.m. to 5.00 p.m.

Are you open on Saturdays?

Once a month we are also open on Saturday mornings, from 9.00 a.m. to 12.30 p.m. On these occasions it is only possible to buy standard products and elements that are already in stock (viewable from the PDF or paper catalogue or through the online shopping option on our website). Should you have particular requests or need any special processes done, it is necessary to arrange them with us in advance via email (info@riwoods.com).

At the moment Saturday Openings are suspended.

Please always consult the SATURDAY OPENING SCHEDULE page for the complete and updated calendar.

WOOD SIZES AND PHOTOS

What do you sell?

We are a Sawmill, we sell fine woods. We cut wood and prepare it in various formats: timber, lumber, veneer, sawn sizes, turning squares. We specialize in the preparation of sawn elements for the construction of musical instruments, but our wood can be used for many other uses and applications: turnery, giftware, woodworks & design objects, restoration, inlay, marquetry, hobby creations and everything worth making in wood.

I need a special processing job: can it be done? How much will it cost me?

If you need particular dimensions or cuts of material, please contact us via email (info@riwoods.com) or by phone on (+39) 0362 621608.

Our equipment is not suited to perform precision cuts and processing, so it is very important and necessary that you check the feasibility of your particular request with the relative costs and time estimates. For more information see the page on PROCESSING.

How seasoned/aged are your items?

The seasoning may vary depending on the type, the quality and the size of the wood. Every year we purchase many cubic meters of wood in boards, logs and sawn timber and our stock of material is large, comprehensive and liable to change. For some woods the aging is very recent, for others it has been going on for a few years. Most of the items that are already in stock (viewable from the PDF or paper catalogue and through the online shopping option on our website) already display the cut date. When ordering, it is always a good idea to indicate whether the material should be used immediately. If you want to know the original cut date, you can enter such request in the notes.

Almost none of our woods undergoes any artificial drying treatment. We do not possess dedicated drying facilities, so everything that ages in our Sawmill does so naturally, with the only help of time and air.

However, some woods including the Quilted Maple, the Bird’s Eye Maple, the Kaya Mahogany, the Alder, the Swamp Ash and the Korina, are artificially dried directly at the origin by our trusted suppliers.

The size of the items is not indicated. How do I know if they have the right measures for me?

The elements for which measurements are not specified (example: guitar sides, violin backs, etc.) have dimensions that may vary slightly, but are always of sufficient size to produce standard-sized instruments. If in doubt, give us the minimum raw sizes you need.

I want a customized article, is it possible?

Yes, in principle everything is possible. However, consider a few things first:

- Minimum measurements. It is necessary to indicate all three dimensions: width, length and thickness. These indications must be given with respect to the direction of the fiber’s grain (see picture below); also, it is necessary to specify whether these are the finished measurements or the raw measurements, specifying the unit of measurement. Wood is a precious material, its dimensions are limited by nature, even just a centimeter in excess from what you really need can make it difficult or impossible to supply the customized cut piece. Therefore always indicate the minimum measures that you can accept.

Dimension

- Quantity. Quantity is an important element to enable us to give you a feedback (“it can be done/cannot be done”) and a cost estimate.

- Costs. Requesting a large piece of wood to later cut it to obtain smaller sections on your own is actually more expensive than buying many small pieces already cut to size. In fact, we often have in stock lots of smaller cuts perfect for your needs, which will cost you less without losing one bit in quality!

- Saving money. The preparation of a custom-made piece costs certainly more than purchasing a piece selected from our stock of standard materials and products. A standard element, perhaps a little larger than the size you actually need, costs less.

I would like to make a purchase but first I would like to see some photos, is it possible?

We know how important the choice of material is for our customers and we try to meet each individual requirement as much as possible.

Unfortunately it is not possible for us to take photographs of every single item you purchase. However our commitment is to provide and include as many images as possible on this site because a photograph describes the visual qualities and possible variations of wood better than a thousand words.

Also, keep kindly in mind that the request of an image will necessarily cause delays in our feedback times.

ORDERS

How can I place an order?

It is possible to place an order directly from our site through the online shopping option, or by sending an email to info@riwoods.com.

If you do not find everything you need while online shopping, you can use the notes field for a specific request, or contact us by email or by phone on (+39) 0362 621608.

Facebook, Instagram, WhatsApp and Wechat are excellent tools to communicate with our customers and are also very useful for information or clarifications.

However, we ask you to email us or to use the online shopping option when it comes to placing your actual orders, in order to keep consistent track of all that we are offering you. You can find our social details on CONTACT US page.

I would like to get a cost estimate before I place an order. How can I do that?

The fastest way to get an idea of the costs for your order is to enter the request via online shopping. The system will automatically calculate the total amount, including transport and VAT (when applicable). Before payment, it will always be possible to abandon or modify your order cart.

You can always send us an email (info@riwoods.com) with your request. In this case you will receive a quote within a few days.

The costs for any processing work will be calculated and added to the estimate at a later stage and date.

For further information, see the TERMS AND SALES CONDITIONS.

I need some information: should I phone or send an email?

Explanations by voice are much simpler and faster than a written explanation.

Especially in a first phase, when it comes to defining and understanding our customer's real needs and recommending the most appropriate choice. On the other hand, a written message is more useful to provide us with a reminder of the requested measurements, quantities and quality.

Of course, if you are unable to call - especially in the case of foreign customers - a written message will be fine.

Is there a minimum order?

The minimum order value for shipments is € 30,00 (VAT and shipment excluded).

We do not apply a minimum order amount for purchases made directly at the Sawmill.

For more details consult our TERMS AND SALES CONDITIONS.

Is it possible to buy a gift card?

On request, we can prepare gift vouchers. Just contact us by phone on (+39) 0362 621608 or email (info@riwoods.com) to learn more to arrange this.

What are handling fees?

We debated a long time on whether to point out this particular subject in this section or not, but then decided to go ahead.

Ours is a small family run production structure and does not have the organization and logistic power of the large-scale distribution. At present we still need to add a little extra charge to your orders in order to cover the costs of the actual logistics, work and materials behind your shipping. These costs become our handling fees. Thank you for your understanding!

For shipments to Italy and Europe with an amount comprised between € 30,00 and € 50,00 (that is excluding VAT and shipping), € 10,00 + VAT will be charged for handling fees.

For exports outside the EU with an amount comprised between € 30,00 and € 100,00 (that is excluding VAT and shipping), we will charge € 20,00 as handling fees.

For orders exceeding € 200,00 of material (that is excluding VAT and shipping), a discount of 5% will be applied. The discount will be applied only to orders place through our website.

There are no handling fees for purchases made directly at the sawmill.

Find all the details in the TERMS AND SALES CONDITIONS.

SHIPMENTS

How can I find out how much will the transport cost?

For orders processed through our site by the online shopping option, the system will automatically calculate the shipment costs by GLS or Fedex courier.

In the event of an order particularly important in terms of weight and quantity, the cost estimate will be provided by email and it will be possible to use different couriers. For requests received by email, transport costs will be calculated at a later stage.

For more information, see the page dedicated to SHIPMENTS.

I have a GLS subscription, can I use it?

Yes. It will be sufficient to indicate this preference during the ordering phase. We can take care of the collection/pick-up request on behalf of the customer in carriage forward (freight collect) via GLS Weblabeling, or else the customer can take care of it directly.

I have a subscription with my courier, can I use it?

Yes, of course, contact us during the ordering phase to arrange collection/pick-up. The organization of collection/pick-up of the goods is a responsibility of the recipient.

How soon will I receive the order?

Normally orders are shipped within 10 days from the date of confirmation. Delivery times will be communicated to you during the cost estimate phase.

Extra preparation to materials will make the order processing take longer.

Can I have the goods delivered to a different address than mine?

Sure. And, in general, it is always advisable to indicate as delivery address a place where someone's presence is guaranteed for collection/pick-up.

For deliveries to commercial establishments, please indicate the name of the business as well as opening and closing times.

PAYMENTS

How can I pay?

The accepted payment methods are: Credit Card (VISA, Mastercard and American Express), PostePay, Bank Transfer, Cash on Delivery (only for Italy) or PayPal. More details in the TERMS AND SALES CONDITIONS page.

I placed an order but the payment page is not coming up on screen, why?

The order results in an immediate payment only if you have selected the credit card option.

If you have chosen to pay via bank transfer, you will receive an email with the bank account details. If you have chosen the cash collect on delivery method (COD) instead, the payment must be made in cash or by check upon delivery (possible within Italy only).

If you do not receive any communication, we recommend you to check your spam inbox and contact us if necessary.

I did not manage to pay by credit card, how do I proceed?

If you encounter problems with credit card payment, kindly contact us via email (info@riwoods.com) or by phone on +39 0362 621608.

CITES

What is CITES?

CITES, or the Washington ‘Convention on International Trade in Endangered Species of wild fauna and flora’, is an international agreement whose function is to control the trade of endangered animal and plant species. For further information please visit the CITES website.

Can you provide me with a CITES certificate?

Only competent authorities can issue such certificates. In Italy they are issued by the CITES service of the State Forestry Corps (Corpo Forestale dello Stato). We can and must provide you with guidance on all the data and information you will need in order to request a CITES certificate from your own country’s competent authorities.

I want to sell a musical instrument that has elements in Indian Rosewood. What should I do?

While it is mandatory in case of export, it is not necessary to produce a CITES certificate for the sale within Italy and in the European Union.

However, we advise our Customers to always display the information related to the importation of Indian Rosewood or Spanish Cedar into the EU on their sales invoice. You will find such information on our invoice. It identifies the wood unequivocally, allowing it to be traceable even in the event of subsequent resale of the instrument.

WITHDRAWAL AND RETURN

I received the material but it is damaged or wrong. What can I do?

If you have received damaged or unrequested material, kindly contact us as soon as possible by phone or email (info@riwoods.com). .

In such cases we also ask you to send us one or more photos of the identified damage or defect. For the right of withdrawal consult the TERMS AND SALES CONDITIONS.

FAQ

PLANNING A VISIT?

WOOD SIZES AND PHOTOS

ORDERS

SHIPMENTS

PAYMENTS

CITES

WITHDRAWAL AND RETURN

PLANNING A VISIT?

WOOD SIZES AND PHOTOS

ORDERS

SHIPMENTS

PAYMENTS

CITES

WITHDRAWAL AND RETURN

COMPANY

INFO

PRODUCTS

CONTACT US

MEDIA