FAQ's

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About placing orders and processing payments

What payment options do you offer?
You can place your orders against a full payment using credit/debit cards or net banking, Paytm, UPI & Wallet. We offer Cash on Delivery for select products.

Which credit cards do you accept?
We accept Visa, Mastercard and American Express and Diner cards. When is my credit/debit card charged? Your credit card will be charged as soon as you place your order. Artisans Rose process your order only after receiving full payment via credit/debit cards and/or net banking.

Can I call you and place an order?
Yes, you may whatsapp/sms us or call our support number to place your order. Alternatively, you may write into us at [email protected], should you need any assistance and we will reply within 1-3 working days.

How do I ship to an address other than my billing address?
During checkout, you can indicate the address at which you’d like to receive your purchase, by checking the box that says “Shipping address different from billing address”.

Are there any hidden charges?
We offer free delivery on all orders shipped within India except for the make to order items. For customised, make to order items, shipping charges will be extra depending on the product ordered and we will calculate the shipping cost after the item is packaged and ready for dispatch. GST may be applicable on some select products, and will be added to the payable amount during checkout. It will also reflect in your order confirmation page.

Do I need to buy insurance for these products?
Artisans Rose has that covered—all our product shipments are insured.

How is tax estimated for my order?
All products may attract GST. Most of our prices include GST, for those in which GST is not included, the same will be added upon checkout before making payment and shall appear in your order confirmation page.

How will I know that you've received my order?
An order invoice will be emailed to you once your order has been successfully recorded on our website.

About shipping, delivery and returns

What shipping methods do you offer?
We have signed up with a large network of reliable shipping partners to deliver your products to you as soon as possible. Depending on the products you order, they may arrive either by road or by air from Artisans Rose’s warehouses.

Do you ship overseas?
Yes, Artisans Rose ships overseas. You may write to us at [email protected] with your shipping address and zip code and we will calculate the shipping costs and revert within 1-3 business days.

Where can I find details on shipping information?
You can access our complete shipping policy on the Shipping and Delivery Policy page.


When will I receive my order?
Delivery lead time differs for each product. This information is provided on the said product’s description page. For some products, the delivery may be made as early as within seven business days.

Will I receive all the items in my order at the same time?
Orders with more than one article shall be construed as collections of multiple offers. As per their availability and delivery period, they may or may not be shipped and delivered at the same time.

How can I track my order delivery?
Our shipping partners offer tracking order facility. Once your product is shipped, you’ll receive a notification with the order number, which you can use to track your order and potential delivery date. You may also view your order status by simply signing in and clicking on the ‘My Account’ link in the menu bar.

I’m not satisfied with a product I ordered from Artisans Rose, what is the return policy and procedure?
Many of our décor products are one-of-a-kind, and each product comes with its own return policy. Some may be available only for Final Sale and therefore, will not fall under our returns or exchange policy. This will be indicated on the respective product description pages. In the rare event that you receive a damaged/defective product, you have the right to return it to Artisans Rose. Please read our complete return and exchange policy before purchasing on the Returns, Cancellations and Exchange Policy page.

Do you process refunds?
Artisans Rose offers easy refunds and all refunds are processed within 15-20 business days upon receipt of the return request and after shipment is processed for return from your end.

Additionally, Artisans Rose offers credit vouchers against returns, cancellations and exchanges. The vouchers will generation for the same value as originally paid by you for said product. It will be issued along with the voucher code via email address and will also be available on your Artisans Rose login. Please read our complete return and exchange policy before purchasing on the Returns, Cancellations and Exchange Policy page.

How can I redeem a credit voucher?
The credit voucher issued to you comes with a code. Ensure you key in the code during the checkout for your next purchase. Please note that the voucher (and its entire value) is valid for one time use only and may be redeemed against a purchase of the same or higher value of the voucher. A code, once used shall not be refunded in case of cancellation of order either by customer or Artisans Rose.

About Artisans Rose's Products

What if I have questions about your products?
Please write to us on [email protected] with your query, and we’ll be happy to address your query within 24 hours.

What is the distressed look all about?
“Distressed” is a unique finishing that adds aesthetic value to wooden products. We take reclaimed, genuine teak, mango or any other type of wood, give it a burned and/or crackled effect for a rustic appeal. We experiment with this finish in a variety of colours, to ensure that our distressed, handcrafted products add an oomph value to interiors.

I’ve received the product but it looks different from the picture posted on Artisans Rose’s website. Help!
Most of our products are handmade and one-of-a-kind, and we also use natural materials. (For example: Different types of wood create unique patterns.) Therefore, each product will differ slightly from another. Select products are available in assortments and may not look exactly like the pictures posted on our website. We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery.

Do you customize designs?
We are happy to help and take special orders for customised designs. Please write to us on [email protected] with the subject line “Product customization” and tell us what you have on your mind. We’ll write back to you within 48 hours.

About Email and Newsletter Subscriptions

I forgot my password. Can you tell me what it is?
Select ‘Forgot Password’ on the login page and the system will send you a link that you can use to reset your password.

How do I subscribe to the Artisans Rose newsletter?
Just scroll down to the bottom of any Artisans Rose page you’re on, and you’ll find the box to key in your email address and sign up for our weekly newsletters. You could also write to us on [email protected] with the subject line “Newsletter subscription”.

How do I change my contact details such as mobile number, email id and shipping address?
You can log in to your Artisans Rose account and change your contact details including email address, mobile number and shipping/billing postal address. However, please note that once an email address has been registered with us, it cannot be deleted, although it may be changed after necessary verification. Write to us on [email protected] with the subject line “Change of contact information” to keep us up-to-date with your contact details.

How do I remove my name from your newsletter mailing list?
Simply reply to the newsletter with the words “Unsubscribe” to the newsletter. The directions are also available at the bottom of the newsletter.

About Shopping Online

Must I create an account to shop?
You can browse through Artisans Rose’s entire website without signing in.

Do I need to log in to make a purchase?
Once you place an order, we email you a sign up (using your email address) and generate a password to assist you, should you like to modify or track your order. You may change your password at any given time, and continue to shop using the sign in.

Can I sign up using Facebook or Google?
Yes, click on the option to sign up using either Facebook, Google.

Is it safe to use my credit card or provide bank details on Artisans Rose?
Yes, it is completely safe to pay on Artisans Rose using your credit card, debit card or net banking. We use Razorpay and follow RBI guidelines for online payments including using ‘MasterCard 3D Secure’ PIN and ‘Verified by VISA’ PIN.
Artisans Rose does not store any customer credit card or financial information on its servers. All transactions are processed through secure bank servers, which are SSL Standard compliant, thereby providing the highest level of security while processing your online payments.

Does Artisans Rose store my card or account information?
No, we do not. We monitor and review transactions on an on-going basis, to identify potentially fraudulent situations and take immediate corrective steps to mitigate/limit any damage caused/likely to be caused from the same.

What should I keep in mind during an online transaction?

  1. During the payment process using Netbanking, you may be redirected to your bank website. Once your transaction is completed, you will be brought back to the Artisans Rose website with your order details which you can keep a copy of.
  2. Never press the browser back button when the transaction is still being processed.


How will transactions on Artisans Rose appear on my credit card/bank statements?
All transactions on Artisans Rose will be under the heading of “Artisans Rose” on your credit card/bank statements.

What should I do if a transaction fails?
Transactions could fail due to multiple reasons. Please check for the following:

  1. Information such as account details, billing address and password (for Netbanking) passed on to payment gateway is accurate
  2. Your Internet connection is not disrupted midway through the process

Technical Support

What types of web browsers does your website support?
The Artisans Rose website is compatible with almost all web browsers, on desktops, laptops and mobile. 

Other Questions

How can I get a hold of a real person or get a question answered?
Email: Send in your request to speak to one of our agents with your question by writing to us on [email protected], and we’ll get in touch with you at the earliest.

Telephone: Call our support team at (+91) 9027-87773 Monday to Saturday 10am – 7pm

Whatsapp: Whatsapp us at (+91) 9027-87773

 

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  (+91) 90727 87773