We have compiled a list of frequently asked questions. You should find most of your answers related to orders, products, shipping and returns here. If not, you may reach out to us with an email at - email@example.com
- PRODUCT RELATED
a. Why do products slightly differ from the picture on the website?
There could be a difference in colour or shade from the website versus what you receive. This is because every single piece featured by Tvami is handmade by artisans in their homes or at cluster set-ups. Standardization is impossible and that is the beauty of such crafted products. Apart from that, individual phone screen backlights cause variations in colours and brightness.
b. What are costs apart from the product costs?
There are only two costs added on - GST and Shipping. GST rates are set by the government and vary as per craft and state. Shipping rates will be calculated upon checkout based on your location and order value.
c. How real are the artisan stories on the website?
All our featured stories are 100% authentic. We have personally scoured across the country to find these relatively untapped artisans and share their products and stories.
d. Are all products handmade?
Yes – this is part of our core value system and we stay true to the promise of handmade.
e. Where can I find care instructions for a product?
All items requiring special care will have instructions on the website and be printed and attached to the product when you receive it.
Kindly note that shipping time varies for each product depending on time taken to craft each piece and location of artisan/cluster.
a. Do you deliver internationally?
Yes, We currently ship through leading logistic partners servicing an expansive list of pin codes in India and across the world.
In case you want the products to be shipped to a country currently not enabled on our website by default or if you find a pin code to be unserviceable, do reach out to us through whatsapp on +91 6364665722 or email us at firstname.lastname@example.org and we will try our best to process your request.
Some products may not be eligible for international shipping owing to the nature of the product or prevailing regulatory norms.
b. How much time will it take for personalised orders?
Lead times vary across art forms and will be mentioned in the product section.
b. Will I be notified of shipment after the order is placed?
Yes. You will receive a shipment tracker link from our courier service provider.
c. Can I change my delivery address and phone number after the order is placed?
You can mail us at email@example.com and we will do our best to help you.
d. What do I do if my shipment is tampered with or damaged?
We have a robust quality control system that ensures artisans are well-trained for packaging and the deliveries are managed delicately for fragile items. Despite this, if you do receive a broken item, reach out to us at firstname.lastname@example.org.
e. What are Tvami’s shipping charges?
Shipping fee is collected from customers as per the actual cost charged by our logistic partners. It is calculated at checkout based on pin code, product weight and dimensions.
3. ORDER RELATED QUERIES
a. How do I make bulk purchases?
Reach out to us through whatsapp on +91 6364665722 or email at email@example.com mentioning the products you are interested in and we will certainly work on your query!
b. How long does it take for any order to be processed?
This varies across products and crafts. The making time will be mentioned in the product section.
c. Is it necessary to create a user account to make a purchase?
No. facility to checkout as a guest is available on the website. However, we do require your email id for order and shipping related correspondence.
Additionally, we suggest routing all queries and orders through a user account as it helps streamline the process and provide you a hassle-free shopping experience. You can track your order status, view shopping history, receive relevant notifications etc.
d. Can I order through social media platforms?
We are active on Instagram and Facebook. You can drop in a DM and we will re-route you to the appropriate shopping link to help you complete a purchase.
a. Do you offer COD option?
Currently we do not offer this option.
5. RETURNS AND REFUNDS
a. Can I return products?
In the interest of our artisans, we accept returns only if items are damaged in transit or do not match the product description at all.
b. Can I cancel an order after placing it but before receiving my items?
c. Can I return part of my order?
Yes, you may if it is damaged or does not meet the product description at all.
d. What is the pickup process?
Once we accept a product return, we will initiate the pick-up through our courier service partners.
e. What is Tvami’s refund policy?
Once have picked up the item, you can expect a refund within 5-7 days to the same mode of payment.
a. How can I help an artist apart from shopping withTvami?
The best way to help them in the long-term is to build awareness on rural and indigenous handmade products. Every consumer decision is a choice and we hope you remain mindful of the little ways you can make sustainable switches. You can help us by spreading the word and sharing your experience with Tvami and its products in your community and online. Our intent is to build a tribe of conscious, caring folks who love beautiful products that have soul, which are not manufactured. Help us spread the word!