Question 1

Are all your products genuinely handmade?

Accepted Answer

Yes — every single piece is hand-crafted in our Jaipur workshop. We use no CNC machines or automated cutting equipment. Each product passes through multiple artisan hands: a wood selector chooses the grain, a shaper works the form, and a finisher applies oils and lacquers by hand. This means no two pieces are identical — a feature, not a flaw.

Question 2

Will my product look exactly like the photos?

Accepted Answer

Your piece will be true to the design, dimensions, and finish shown — but because every item is handmade from natural wood, there will be slight natural variations in grain pattern, knot placement, and subtle colour tone. These are characteristics of genuine handmade artisan work, not defects. We consider them part of the piece's personality.

Question 3

How do you ensure quality before shipping?

Accepted Answer

Every order goes through a 12-point quality inspection before packaging. We check structural integrity, finish consistency, dimension accuracy, engraving depth and spelling (for personalised pieces), hardware fit, and visual symmetry. Only after all 12 criteria pass does an item get packaged. Our rejection rate is approximately 8% — those pieces are reworked, never shipped.

Question 4

Do you use eco-friendly materials?

Accepted Answer

We source all wood from FSC-certified sustainable forests and use water-based, food-safe finishes wherever possible. Our packaging is kraft paper and recycled cardboard — no bubble wrap or styrofoam. We're a signatory to the Rajasthan Artisan Sustainability Pledge and plant one tree for every 50 orders shipped.

Question 5

Can I request a product not shown on your website?

Accepted Answer

Absolutely. We take fully custom commissions. Share your idea — a sketch, a reference photo, or even just a description — via WhatsApp or email. Our design team will review it, send a feasibility assessment within 48 hours, and provide a quote. Past commissions have included heirloom furniture, wedding mandaps, and bespoke trophy sets.

Question 6

Is there a warranty on products?

Accepted Answer

All products carry a 2-year warranty against manufacturing defects — cracks at joints, finish delamination, or hardware failure. This excludes damage from misuse, water exposure beyond our care guidelines, or normal wear. For personalised pieces, the warranty covers structural quality; engraving itself is permanent and not subject to wear claims.

Question 7

What personalization options are available?

Accepted Answer

We offer: (1) Text engraving — names, dates, short messages up to 40 characters per line; (2) Logo engraving — your brand mark engraved directly into wood; (3) Hand calligraphy — a human calligrapher paints text in gold or black ink; (4) Custom colour finishes — walnut, ebony, natural, whitewash, and custom mixed stains; (5) Dimension changes — most products can be scaled ±30% of listed size.

Question 8

Can I preview my personalisation before it goes into production?

Accepted Answer

Yes. For all text engraving orders, we send a digital mockup to your email within 12 hours of order placement. You have a 24-hour window to approve or request changes — no extra charge for one revision. Production begins only after your explicit approval. For calligraphy or logo work, we may send a photo of the piece before the final finishing stage.

Question 9

How long does personalisation add to the crafting time?

Accepted Answer

Standard text engraving adds 1–2 business days. Hand calligraphy adds 2–3 days. Logo engraving adds 2–4 days for the first order (template setup); repeat orders using the saved logo add only 1 day. We always communicate the revised estimated delivery date at checkout for personalised items so there are no surprises.

Question 10

Can I upload my own design or artwork?

Accepted Answer

Yes. Upload your file (SVG, PDF, or high-resolution PNG above 300 DPI) via the product page's customization form, or send it to support@artisankart.shop after placing your order. Our artisan team reviews it for wood-engraving compatibility — fine details below 0.5mm may not engrave cleanly. We'll advise if simplification is needed and won't proceed without your approval.

Question 11

Can I request custom dimensions or sizes?

Accepted Answer

Most products can be scaled within ±30% of the listed dimensions at no extra charge. Beyond that, we treat it as a custom commission with a separate quote. Certain products (like photo frames) have standard sizing constraints based on photo format — we'll let you know if your requested size isn't achievable within quality tolerances.

Question 12

Can I modify the personalisation after placing my order?

Accepted Answer

Changes can be requested within 12 hours of placing the order — before the engraving stage begins. After that window, modifications may incur a rework fee of ₹250–₹800 depending on how far into production the piece is. Contact us immediately via WhatsApp for the fastest response. We process personalised orders quickly, so the sooner you reach us, the better.

Question 13

What payment methods do you accept?

Accepted Answer

We accept: UPI (GPay, PhonePe, Paytm, any UPI app), Credit & Debit Cards (Visa, Mastercard, RuPay, Amex), Net Banking (all major Indian banks), EMI on orders above ₹3,000 via credit card or Bajaj Finserv, and Cash on Delivery for select pin codes. All payments are processed through Razorpay's PCI-DSS compliant gateway. We never store your card details.

Question 14

Is it safe to pay online?

Accepted Answer

Yes. All transactions are encrypted with 256-bit SSL. We use Razorpay as our payment processor — the same gateway trusted by thousands of Indian brands. Your card details go directly to Razorpay's servers; we never see or store your payment information. You'll receive an instant payment confirmation via email and SMS.

Question 15

Can I modify my order after placing it?

Accepted Answer

Non-personalised orders can be modified (item, quantity, size, colour) within 2 hours of placement, before production begins. For personalised orders, the modification window is 12 hours for personalisation details only. After these windows, changes aren't guaranteed. Contact us via WhatsApp immediately — we'll do our best if the item hasn't entered the crafting stage.

Question 16

Can I cancel my order?

Accepted Answer

Non-personalised orders can be cancelled within 24 hours for a full refund. Orders in the crafting or personalisation stage incur a 15% material cost retention. Personalised orders that have entered engraving cannot be cancelled, but can be returned under our damage policy if a quality defect is found on arrival.

Question 17

How do I track my order?

Accepted Answer

Visit our Track My Order page and enter your order number (from your confirmation email) plus your email address — or use the courier tracking number sent when your order ships. You'll see live artisan-stage updates (crafting, personalisation, quality check, packaging) as well as courier location once dispatched.

Question 18

Will I receive a GST invoice?

Accepted Answer

Yes — a detailed invoice is emailed automatically after payment. For GST invoicing, add your GSTIN at checkout or email it to support@artisankart.shop within 24 hours of ordering. We can reissue invoices with GSTIN up to 7 days after purchase.

Question 19

How long does delivery take?

Accepted Answer

Standard (non-personalised) orders ship within 3–5 business days and arrive within 7–10 business days across India. Personalised orders take an additional 2–4 days for crafting, with delivery in 10–14 business days. Metropolitan cities (Mumbai, Delhi, Bengaluru, Chennai, Hyderabad, Pune) typically receive orders 1–2 days earlier than our stated estimates.

Question 20

Why does handcrafted shipping take longer than regular e-commerce?

Accepted Answer

Because your piece is made after you order it — not pulled from a shelf. A handcrafted product goes through wood selection, shaping, finishing, drying (some finishes require 24–48 hours to cure), and a 12-point quality inspection before it's ready to ship. We're transparent about this because we believe it's worth the wait — you're receiving something made specifically for you.

Question 21

Do you offer express or urgent delivery?

Accepted Answer

Yes. For non-personalised items, we offer Express Shipping (2–4 days delivery, ₹149 extra) to most metros and major cities. For personalised items, an Express Crafting add-on (₹299) prioritises your order in the workshop queue, reducing crafting time by approximately 30–40%. Select at checkout. Availability depends on current workshop load.

Question 22

How are products packaged for shipping?

Accepted Answer

Each piece is individually wrapped in soft recycled kraft paper, then cushioned in a custom-cut foam insert inside a double-walled corrugated box. Fragile items receive additional corner protection. Gift orders include a premium gift-wrapping option with a handwritten note card. All packaging is plastic-free and 100% recyclable.

Question 23

Which courier services do you use?

Accepted Answer

We primarily ship with Delhivery and Blue Dart for standard orders, and Ekart for COD deliveries. Courier selection is based on coverage and reliability for your specific pin code — you'll be notified which courier handles your order when it ships. All shipments include insurance coverage.

Question 24

Is shipping free?

Accepted Answer

Free standard shipping on all orders above ₹999 across India. Orders below ₹999 incur a flat ₹79 shipping fee. Express shipping is ₹149 additional regardless of order value. For remote or rural pin codes, a surcharge of ₹50–₹100 may apply — shown clearly at checkout before payment.

Question 25

What is your return policy?

Accepted Answer

We offer a 30-day return window for non-personalised items in original, undamaged condition. Items must be unused and returned in their original packaging. Once we receive and inspect the return, refunds are processed within 5–7 business days to the original payment method. Return shipping is free for defective items; for change-of-mind returns, a ₹99 reverse pickup fee applies.

Question 26

Can I return a personalised or engraved item?

Accepted Answer

Personalised items cannot be returned for change-of-mind since they're made specifically for you and can't be resold. However, if the personalisation contains an error on our part — wrong text, wrong placement — or if the item arrives damaged, we will replace or fully refund it, no questions asked. Quality issues are never the customer's problem.

Question 27

What if my item arrives damaged?

Accepted Answer

Document the damage with photos immediately (before or during unpacking if possible) and contact us within 48 hours of delivery via WhatsApp or email with your order number and photos. We'll send a replacement within 5–7 business days at no charge, or offer a full refund if a replacement isn't feasible. All shipments are insured — you should never bear the cost of transit damage.

Question 28

How do I initiate a return or exchange?

Accepted Answer

Email support@artisankart.shop or WhatsApp +91 73000 95984 with your order number and reason for return. Our team responds within 4 hours on business days. We'll arrange a free pickup for defective items; for other returns, you can drop the package at the nearest Delhivery point. No need to print a label — we'll send one to your email.

Question 29

How long does a refund take?

Accepted Answer

Once we receive and inspect your returned item (typically 3–5 days after pickup), refunds are initiated within 2 business days. Your bank or card network processes the credit in 5–7 additional business days. UPI refunds arrive faster — typically within 24–48 hours of initiation. We'll email you at each step.

Question 30

Do you ship worldwide?

Accepted Answer

Currently we ship to India, USA, UK, Canada, Australia, UAE, Singapore, and Germany. We're actively expanding — if your country isn't listed, contact us and we'll check feasibility. International shipping takes 12–21 business days depending on destination. All international shipments are fully tracked and insured.

Question 31

Are customs duties and import taxes included in the price?

Accepted Answer

No — customs duties, import taxes, and brokerage fees levied by the destination country are the buyer's responsibility. These charges vary by country, product category, and declared value. We strongly recommend checking your country's import duty schedule for wooden handicrafts (HS Code 4420) before ordering. We declare accurate values on all customs forms.

Question 32

Which currencies are supported?

Accepted Answer

Our website prices display in INR (Indian Rupees). Your card or payment provider converts to your local currency at the prevailing exchange rate. We plan to add USD, GBP, AED, and SGD pricing displays by Q1 2026. For large international orders (above ₹50,000 equivalent), we can arrange wire transfer in USD or GBP — contact us for details.

Question 33

Do you provide certificates for customs clearance?

Accepted Answer

Every international order includes a Certificate of Artisan Authenticity — a signed document from our workshop head confirming the piece is a genuine handcrafted wooden item. This can be useful for customs classification (handicraft vs. manufactured goods), which may affect duty rates in some countries. Additional customs documentation can be provided on request.

Question 34

What types of wood do you use?

Accepted Answer

Our primary materials: Sheesham (Indian Rosewood) — dense, durable, rich grain; Teak — weather-resistant, golden-brown, long-lasting; Walnut — deep brown, premium feel; Mango Wood — sustainable, warm golden tones; Bamboo — our most sustainable option for kitchenware and organizers; Oak — pale, tight grain for cutting boards and frames. Each product page specifies the wood used.

Question 35

How should I care for my wooden product?

Accepted Answer

Wipe with a soft, slightly damp cloth — never soak or immerse in water. Keep away from direct sunlight and heat sources (radiators, dishwashers). Apply a thin coat of food-grade mineral oil or beeswax polish every 6–12 months to maintain lustre. For cutting boards: oil monthly. Specific care instructions are included with every order and available on our website.

Question 36

Are the finishes food-safe?

Accepted Answer

For all kitchen products (cutting boards, serving trays, utensil holders), we use food-safe finishes only — organic beeswax blends or food-grade linseed oil. Decorative items may use lacquers and stains that are safe once cured but aren't intended for food contact. Each product page clearly states whether the finish is food-safe.

Question 37

How long will a handcrafted wooden product last?

Accepted Answer

With basic care, our products are designed to last 20–50 years. Sheesham and teak pieces improve with age — the grain deepens and the wood develops character over time. We've had customers from our earliest years (1981–1995) contact us to say their pieces are still in daily use. Heirloom quality isn't a marketing phrase for us — it's what we make.

Question 38

How can I contact customer support?

Accepted Answer

WhatsApp (fastest): +91 73000 95984 — replied within 30 minutes on business days. Email: support@artisankart.shop — responded within 4–6 hours. Phone: +91 73000 95984, Monday to Saturday, 10 AM to 7 PM IST. We're a small team and every inquiry is handled by a real person — no chatbots, no scripted responses. We take every customer query personally.

Question 39

Do you have a physical store I can visit?

Accepted Answer

Our workshop and showroom is at Shri Ram Kunj, Shilp Colony, Jhotwara, Jaipur 302012 — open Mon–Sat, 10 AM–6 PM IST. You can walk in, browse our full range, and place custom orders in person. We recommend calling or WhatsApp-ing ahead so we can dedicate a team member to your visit.

Question 40

Do you have a loyalty or rewards program?

Accepted Answer

We're launching ArtisanRewards in Q3 2026. In the meantime, we offer a 10% returning-customer discount — just mention your previous order number when you contact us for your next purchase. Long-term customers also get priority access to new collections and limited editions before general release.

Question 41

Can I leave a review or give feedback?

Accepted Answer

We genuinely value feedback — it reaches the artisan who made your piece. After delivery, you'll receive an email invitation to review on our website and Google. If you have concerns, please reach out to us directly first — we'd rather resolve a problem than have you leave a frustrated review that doesn't get a solution.

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