We promise we haven’t been ghosting you, we hear your concerns and we are sorry if we made you feel otherwise. Your orders are being hand-packed with love, as fast as possible.
Even though we acknowledge our slow-down, our mission remains the same. We exist to empower small ethical businesses in emerging countries, which are the ones who continue to struggle with and without a pandemic. They need your support more than ever before.
Our artisans will continue to fulfil orders to the best of our capacity. Unfortunately, the shipping is beyond our control and vary between countries. Please note due to COVID backlogs, worldwide delays still apply. Especially for overseas orders placed from artisans in India.
Why is my delivery is delayed?
We are facing delays as restrictions differ from one country to another. If you already received a tracking number, we recommend contacting your delivery provider for the latest update on any disruptions.
We continue to work hard to minimise all disruptions and will update if the current situation changes. We thank you for your understanding in this frustrating situation.
Is my package safe from COVID-19?
According to the World Health Organization, the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperatures is also low. Regardless, we are ensuring our artisans comply to safety procedures to fulfill your orders.
Will my order delivery be affected by COVID-19?
Processing times may take a little longer than normal, due to the necessary precautions our team is observing. Although we strive to get your package delivered, there may be delays with the selected carrier.
I haven’t received my tracking number, how can I get it?
Please send us your order number and registered mail ID to firstname.lastname@example.org We will get back to you with shipping & delivery updates.
What are the expected delivery times during COVID?
Our artisans process and ship orders from their country of origin (mostly India, Indonesia, Thailand, Malaysia and Mexico). Orders shipping to the U.S., UK, EU are typically processed within within 1-5 days from order placement + 24 business days for shipping. These times can differ based on order origin, destination and shipping provider.
I understand the inconvenience but I’m not satisfied, how can I claim for refund?
It’s sad to hear and we also understand your frustration. If your order has been fulfilled already, we are unable to refund as the package it’s on your way. If your order is unfulfilled, you are in your right to claim for a refund. Please share your order number and registered mail ID to email@example.com for further assistance.
Do you refund original shipping charges?
Refunds are processed based on applicable item and tax charges. We do not refund any original shipping charges.
My order shows as “Undelivered/misplaced package”, what does it mean?
Sometimes tracking information can be incorrect and packages are marked as delivered when they are still en route. Please wait a few more days for the items to arrive. If the package has not arrived within 2-3 days of the expected delivery, please reach out to firstname.lastname@example.org with your order number and registered mail address.
Thank you for your strength, patience and collaboration during this challenging time. Our artisans and us value your support. We are here for you.