Your satisfaction is our priority
Last updated: 2024
At Artisanwrpresent, we take pride in creating high-quality, handcrafted items. We want you to be completely satisfied with your purchase. Please read this policy carefully before making a purchase. Our returns policy is designed to be fair and transparent, ensuring that you can shop with confidence knowing that we stand behind the quality of our handcrafted products.
Because all our items are handmade, each piece is unique and may have slight variations in:
These variations are not defects but are part of the natural beauty of handcrafted work. We consider these unique characteristics to be features that make each piece special and one-of-a-kind. When you purchase a handmade item, you're investing in a piece that carries the mark of the artisan's hands and the natural qualities of the materials used.
Returns are accepted within 14 days of delivery for items that are:
Custom-made items, including personalized pieces and items made to specific dimensions or specifications, are final sale and cannot be returned unless there is a manufacturing defect or error on our part. This policy applies because custom items are created specifically for you and cannot be resold to other customers. However, we are committed to working with you throughout the design and creation process to ensure your satisfaction. If you have concerns about a custom order, please contact us immediately so we can address them before completion.
If you receive an item that is damaged or defective, please contact us immediately within 48 hours of delivery. We will work with you to resolve the issue, which may include:
To help us process your claim quickly, please provide photos of the defect or damage, including images of the packaging if applicable. We take quality seriously and will make every effort to resolve issues promptly and fairly.
To initiate a return, please follow these steps:
Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective item. We recommend using a trackable shipping method as we are not responsible for items lost in return transit. For your protection, we suggest insuring return shipments, especially for higher-value items. If the return is due to our error, we will reimburse your return shipping costs.
Once we receive and inspect the returned item, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method used for the purchase. Please note that original shipping costs are non-refundable unless the return is due to our error. The refund amount will reflect the original purchase price, and you will receive an email confirmation once the refund has been processed. Please allow additional time for your bank or credit card company to process the refund, which may take 5-10 business days depending on your financial institution.
We do not offer direct exchanges. If you wish to exchange an item, please return the original item following our return process and place a new order for the desired item. This ensures that we can properly process your return and that you receive the exact item you want. If you're unsure about sizing or have questions about a product, please contact us before placing your order, and we'll be happy to help you make the right choice.
If your item arrives damaged, please contact us immediately (within 48 hours of delivery) with photos of the damage and packaging. We will arrange for a replacement or full refund at no cost to you, including covering return shipping if necessary. We take great care in packaging our items, but occasionally damage can occur during shipping. Your prompt notification helps us address the issue quickly and also allows us to work with our shipping partners to prevent similar issues in the future.
To maintain the quality of your handmade items, please follow the care instructions provided with each product. Items damaged due to improper care or use may not be eligible for return. Each material type has specific care requirements: clay pieces should be handled gently and kept away from extreme temperatures, woven items should be kept dry and well-ventilated, and macramé pieces should be protected from excessive moisture. We provide detailed care instructions with each purchase to help you maintain your items for years to come.
The following items are not eligible for return:
For international orders, return shipping costs and any applicable customs duties or taxes are the responsibility of the customer. We recommend checking with your local customs office regarding return procedures. International returns may take longer to process due to customs clearance. Please contact us before initiating an international return so we can provide specific instructions and ensure a smooth process.
If you have questions about returns or need to initiate a return, please contact us:
Email: info@artisanwrpresent.cv
Phone: +61 2 8356 7421
Address: 45 George Street, Sydney NSW 2000, Australia