Frequently Asked Questions
Stuff people ask us..
After you place your order, thanks for that by the way, you’ll be directed to an order confirmation page with your order number. We (Discovered and the artisan) have received your order, and your order will now be processed and shipped by the artisan.
You should also receive an e-mail confirmation shortly after your order is submitted to confirm that the artisan received it. Once your order is shipped, we will send an e-mail confirming shipment.
Yes, customization is possible, depending on the artisan. If customization is possible for a product (engravings, sizing, etc.), it’s mentioned in the product story.
When you place your order, please add your customization request in the note to the artisan.
If it's possible to buy a specific product in higher quantities, you will find this on the product page.
We currently do not support wholesale/ bulk orders with discounts, as our mission is to change artisan lives through business. If you have bulk order requests, please e-mail us. We can connect you to the individual artisan so you can come to an agreement directly with them.
Shipping Methods & Times
Even the logistics are custom made! The products you buy on Discovered are sent to you by the artisans making them - in most cases straight from their workshop directly to your doorstep!
Mostly they ship the product within 2- 5 working days after you ordered. Packages take 5-10 days (express shipping) and 15 - 30 working days (standard shipping) to reach your doorstep (depending on the type of shipment you choose - standard or express - and the country of origin).
But there are exceptions. Local logistics can sometimes take a little longer than we’re used to. In that case, all we can do is to just let it go and wait...
Unique things take time, after all.
As some items are handmade, sometimes the artisan will need more time to make the item especially for you.
Please enter your order details on the order status page.
Tracking information will be provided (if available). Not all artisans will be able to provide tracking info, as not all shipping companies and local postal services offer this service. When available, we do encourage artisans to provide this information to you.
If you have a tracking number, you can use this website to track your order: Track your order
Oh no! We’re so sorry to hear that. Unfortunately, this sometimes happens for reasons we cannot control. Your package might be stuck in customs, local postal services might cause problems, in some cases, domestic natural disasters are causing havoc on the ability of the artisans to get their products to you. .
If you’re in this situation, please e-mail us, so we can look into the issue with the artisan.
The artisans selling on our website ship around the globe. However, restrictions may apply based on the artisan's country of origin or the location you want to have your order delivered (Information available on each product page, if applicable).
Shipping costs differ from artisan to artisan. They rely on local shipping options to ship their products to you.
All depends on local logistics in the country of origin - rickshaw, canoe, motorbike, and the availability of local post services or international courier services – including where you live. The artisan might even deliver it to you personally! Although, sadly, that doesn’t happen that often. What a story that would be!
FREE shipping offers might be available. Keep an eye out on the website!
Unfortunately, we can't wipe out all rules and regulations with regards to VAT and import duties. Such regulations are set by the country in which you live and depend on the type of product you’ve bought, as well as the product price. You can check your country's customs’ website to find out more.
FREE shipping offers might be available. Keep an eye out on the website!
Payment and Pricing
At Discovered we believe in changing the world and empowering artisans through business.
That’s why the artisans selling on our website are independent. They set their own prices (the price you see displayed on the site). We do, however, work with our artisans to set a realistic price, compared to, for example, the competition, as often they aren’t used to selling internationally.
All we charge is a small commission. Whenever a product is sold we deduct our commission (5%) from the product price and transfer the remaining amount directly to the artisan. The artisans do not pay a fee to list their product. We don’t charge any commission on the shipping cost.
Important note: The artisans do not charge any taxes on the product, but that doesn’t mean that they don’t exist (We wish!) – please also read "I received my product but had to pay taxes. Why is that?" and check your countries customs’ website.
We believe in business as the most sustainable way to change the world.
To thrive as a business and keep on empowering artisans through our work and your purchases, we need to charge a small (%) amount per transaction.
This way we can keep our platform current and up-to-date for our artisans and for you.
We make use of 3rd party safe payments options that make it the easiest for you as customer to pay for your order. At the moment, this includes PayPal, the most common credit cards, and iDeal. You’ll be able to choose your method of payment during checkout.
Yes! Here at Discovered, we understand that the safety of your personal information is critical to you. We never save your data and make use of external parties specialized in protecting your personal data and credit card information from unauthorized access.We use PayPal, Braintree, and Adyen to manage your payments. These external parties are incredibly secure, read about it here: PayPal, Braintree, and Adyen.
You can select € Euro, $ USD, £ GBP or $ AUS on each product page.
Returns + Refunds
If you aren’t happy, that just makes us sad. We expect the artisans selling on Discovered to send you what they’ve promised.
Discovered is a marketplace where independent artisans run their own online stores. This means that each artisan sets their individual prices and policies when it comes to possible refunds, returns, and exchanges.
Because each artisan on Discovered is responsible for their own store, Discovered is not directly involved in transactions between you and the artisan, except in case of an iDeal transaction*.
You can find artisan specific return policies on each product page.
Please note that
- you might be responsible for the shipping costs for returns/ exchanges, depending on the reason for your return.
- custom orders are final.
For specific questions about an artisan’s policies or returns and refunds, please send us an e-mail to get clarification. We will look into it with you and the artisan to try and find a solution**.
*Note for Dutch buyers, using iDeal:
For purchases through iDeal a so-called “cooling off” period applies which expires 14 days after you’ve received the product. Conditions do apply: the item should not be used or worn for example, you must be able to provide proof of returning the product and cost of sending it back will be paid by the buyer.
For iDeal orders the following applies. For all iDeal orders, you will order directly from Discovered. At the moment of your order, Discovered buys the product from the seller and sells the product directly to you. Shipping still takes place by the maker directly to you. For any questions regarding shipping & product you can contact us.
**In case you are not happy with the products you ordered because it is damaged or it is not what you expected to receive, please do let us know within 180 days after the date of you ordered them.
We carefully select all artisans selling on Discovered and work closely with each one of them to ensure they send the right product and wrap it nicely so that it won’t damage on the way.
But then again, your package typically travels a long way on the back of a motorbike or in a rickshaw, then on the plane and perhaps through snowy white streets before it reaches you.
If you’re not happy with what you received because
- it is not what you ordered
- the amount you requested is different from what you received,
- or it is damaged
Please do let us know within 180 days after the date you ordered them so we can look into it with the artisan.
All the products in our marketplace have been created by talented artisans from emerging countries all over the world.
The artisans regularly add new styles to our site so that our selection is always fresh and up to date.
If the item you want is out of stock, please contact us so we can check with the artisan if the product will be in stock anytime soon or if the product could be a custom order.
On any product page, underneath the Artisan Description, you will see a link titled ‘Write a review.'
- Once you click on that link, you will be able to write a review and rate the artisan and product by using the *****. Please fill in as much information as you’d like. You can also insert your name, your email address, or link to your social media.
- Then, click on the red ‘Post’ button.
- Once you’ve submitted your review, it may take up to 5 business days for it to appear on the site.
We are always excited to hear what you think!
Contact & E-mail preferences
With your Discovered account, you will be part of our mission "changing artisan lives through business", and have access to the following information:
- Your Account Information
- Your Order History
Any question you might have, we are happy to help, so do not hesitate to e-mail us. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible.
To us, good business is the most sustainable way to change the world.
We believe that if we give our customers a great shopping experience, then growth in sales will eventually come on their own. So, rather than focusing on huge profits, we focus on maximizing our impact with the artisans we serve.
By giving you the opportunity to connect with that fantastic designer from Indonesia or that talented silversmith from India, we shorten the supply chain and create more local impact.
That's how we change artisan lives through business.
Don't forget to follow us on social media or subscribe to our newsletter! Good stuff happens to those who sign up!
Fair to us means that artisans can sell directly to you – no middleman involved. This way they receive a fair price for their products, respecting their craftsmanship and creativity.
But you charge a commission? What about that?! We believe business can change the world. We only charge a small commission on each purchase (5%) because in our eyes the profits should go to the makers themselves and NOT to other people in between. That's why we use the term Fairer Trade.
Please read more on:
Discovered is a for-profit company with giving at its core a.k.a. a social enterprise. Our mission is to change artisan lives through business by helping them sell their goods directly to you. This way you can buy a unique handmade product directly from artisan, and they get a better price.
In 2015, Discovered Foundation was created, a foundation aimed at supporting Discovered’s social goals – reducing poverty and encouraging self-reliance for people at the base of the pyramid with a particular focus on women.
We will keep your information on file in case any job or internship opportunities arise. Thanks for your interest in joining the team!
Share the love! Together we can make this world just a little bit better.
We need all the help we can get and would love and appreciate it if you’d spread the word about Discovered.
How can you do this?
The possibilities are only limited by your own imagination and creativity. Here are some examples of what you could do:
- We love to see the artisans' products in their new habitat. Post a picture to social media or share your story with the world! #DiscoveredTribe
- Invite a friend
Share Discovered's and the artisans’ work with the world and become a Discovered Ambassador.
At the office, we love cookies! Chocolate chip, Oreos, plain, basically, whatever kind of cookie we can get our hands on when we have the munchies.
Our website is exactly the same, but it likes digital cookies.
Our website will send a cookie, a small amount of data, to your browser, which is then stored on your computer. If you want to be able to enjoy all shopping features on Discovered.us (like adding products to your shopping cart or to access your account information), make sure that cookies are enabled on your browser.
What about my privacy?
Don’t worry. Your privacy will be protected, Your personal information will not be stored. Instead, a cookie uses unique anonymous identifiers. Besides that, each website can only access the cookie they have sent to your hard drive, not the cookies sent from other websites.
Of course, if you share your computer with others and you don’t want them to access your account and start their own personal shopping spree, make sure you sign out of your Discovered Account before leaving your computer unattended.