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Customer FAQ

1. Can I contact a maker?

Yes, you can contact any maker on the platform either to  commission a bespoke piece or if you have questions about your order.

2. How do I contact a maker?

If you want to commission a bespoke piece or have questions about your order, the quickest way to resolve your enquiry is to contact a relevant maker directly. You can do this by following one of the two options below:

  1. Create a customer account by clicking ‘log in’ (top right)
  2. Go to makers home page and click on ‘Request Product’ or ‘Message’

Our Partners normally respond to you within 24 hours however we ask for your understanding and patience during these unprecedented times. 

If you have any other queries then you may wish to contact Artisanry Co.  Customer directly through the contact us page.

3. How long does Artisanry Co. take to respond back?

We aim to respond to all emails and contact forms within 24 hours between Monday – Thursday. 

Emails received on Friday – Sunday are normally answered on the following Monday.

4. Can I send an email to Artisanry Co.?

You can send us an email at info@artisanryco.co.uk and we will get back to you as soon as possible.

Alternately, you can contact us through the Contact Us page.

5. My order is delayed, can I track it?

The quickest way is to get in touch with the maker directly by using ‘Request Product’ or ‘Message’.

Alternately, you can contact us through the contact us page or send us an email at info@artisanryco.co.uk

6. How can I raise a complaint?

While we hope to give the best possible services, we understand that sometimes we are not satisfied and do need to raise a complaint.

In the first instance, we ask you to speak to the maker directly by using ‘Request Product’ or ‘Message’. However, if you are still not satisfied, you can send us an email with your complaint at info@artisanryco.co.uk.

Please read further on our Complaints Policy here.

7. What is Artisanry Co.’s returns policy?

Return policies are dictated by individual sellers. You must contact the maker directly by using ‘Request Product’ or ‘Message’. The Maker has full discretion whether or not to accept the returns. 

Please read the details of the terms here.

8. Can I change or amend my order?

If you want to change your order, you must contact the Maker directly by using ‘Request Product’ or ‘Message’. The Maker has full discretion whether or not to accept the changes. 

Please read the details of the terms here.

9. My order is defective. Can I change or return it?

If you find your order defective, you must contact the Maker directly by using ‘Request Product’ or ‘Message’. The Maker has full discretion whether or not to accept the changes. 

Please read the details of the terms here

10. I commissioned a bespoke piece, can I return it as I don’t like it?

No you cannot return a commission or bespoke product that has been made to your specification. Please contact your maker directly to discuss options, if any. Please note that the Maker has full discretion whether or not to accept the products. 

11. Can I return or refund my gift card?

Gift Cards cannot be returned or refunded. 

Gift Cards cannot be exchanged for cash or transferred for value.

12. What are some of the non-cancelable and non-refundable products?
  • Bespoke or commissioned products made to your specification
  • Personal items sold with hygiene seals such as earring, cosmetics etc
  • Perishable items such as food and flowers
13. Can I edit the address or details of my order?

You can change details of your order, including your delivery address, personalisation details or any other changes. Please contact the maker directly by using ‘Request Product’ or ‘Message’. 

However, if there is any problem, you can also send an email directly at info@artisanryco.co.uk. Please note, this may add time to your response as this is an additional step in this process.

14. Do I need to create an account to purchase from the website?

It isn’t necessary to create an account in order to make a purchase with us. However, creating one allows you to view your order history, track the status of your order, contact the maker, store addresses to save time in the future and to update your marketing preferences.

15. How do I reset my password?

You can reset your password by clicking  ‘forgotten password under the sign in form.

16. I really love my purchase, can I leave a review for the maker?

Our makers love hearing reviews from their customers. 

You need to be logged in to leave a review. If you are struggling to submit the review, please send an email at info@artisanryco.co.uk and we will submit the review for you.

17. I love the idea that my purchase is supporting small independent artists. Can you give me more detail?

Thank you so much for your support. 100% of our profits are reinvested back into the seller’s development.

Please read more on our Social Impact page.