Shipping policy
Delivery & Shipping Policy
At The Artisans Vault, we take care to ensure that every piece reaches you safely and in the condition in which it was purchased. As many of our pieces are vintage, handcrafted, fragile, one-of-a-kind or made to order, delivery arrangements may vary depending on the nature of the item.
1. Order Processing & Delivery
The Artisans Vault offers both ready-to-ship and made-to-order pieces.
Ready-to-Ship Items
Ready-to-ship orders are generally dispatched within 3 working days of receipt and confirmation of payment.
Once dispatched, delivery within India is generally expected within 3–10 working days, depending on the destination and logistics provider.
Made-to-Order Items
Certain larger pieces, including selected furniture and customised pieces, are produced on a made-to-order basis. This approach allows us to minimise unnecessary production, inventory and resource consumption.
The estimated production period for made-to-order pieces is generally 3–4 weeks, depending on the nature of the item and any customisation requested.
Following completion of production, the item will generally be dispatched and delivered within approximately 10 working days, subject to the destination and logistics provider.
All production and delivery timelines provided by The Artisans Vault are indicative only and may be affected by circumstances beyond our reasonable control, including delays caused by logistics providers, weather, natural events, strikes, regulatory requirements or other unforeseen circumstances.
Our Approach to Inventory
We consciously avoid maintaining excessive inventory and, wherever possible, produce larger pieces only when an order has been placed. This forms part of our commitment to reducing unnecessary production, wastage and consumption of resources.
As a result, certain pieces may require a longer lead time before they can be dispatched. By placing an order for such an item, the customer acknowledges and accepts the applicable production and delivery timeline communicated at the time of purchase.
2. Delivery Locations
We deliver to most locations across India that are accessible through our appointed logistics partners.
Certain products may have geographical, logistical, regulatory or other shipping restrictions and may therefore only be available for delivery within India.
The availability of international shipping for a particular product will be confirmed separately, where applicable.
3. Shipping Charges
For most products, shipping within India is included in the listed price.
Where applicable, GST and other statutory charges will be calculated and displayed at checkout before payment is completed and will appear in the order summary.
Certain items may require specialised packaging, handling or transportation due to their size, weight, fragility or nature. For such items, shipping costs may vary significantly depending on the delivery address.
Accordingly, shipping for certain products may be calculated and charged separately rather than included in the listed price. In such cases, the applicable shipping charges will be communicated to the customer separately, and the order will be processed only after the customer has confirmed acceptance of the additional charges.
4. Cash on Delivery (COD)
Cash on Delivery orders are treated as tentative orders until confirmed by The Artisans Vault.
A member of our Concierge or Customer Support team may contact the customer by telephone, WhatsApp, email or SMS to verify and reconfirm the order.
COD orders will generally be processed within 7 working days of successful order confirmation, subject to product availability and successful customer confirmation.
The Artisans Vault reserves the right to decline or cancel a COD order where the order cannot be satisfactorily confirmed or where delivery to the specified location is unavailable.
5. Tracking Your Order
Once an order has been dispatched, the customer will receive an email containing the applicable tracking number and details of the logistics service provider, where tracking is available.
Customers may use the tracking information provided to monitor the progress of their shipment through the relevant logistics provider.
Where available, customers may also access order information through their account on the website.
If you do not receive an expected dispatch or tracking notification, please contact our Concierge Team at concierge@artisans-vault.com, quoting your invoice or order number.
Please note that tracking functionality and the level of tracking information available may vary depending on the logistics provider used.
6. Shipping & Billing Address
Customers are responsible for providing a complete and accurate billing and delivery address, including all relevant postal codes, contact details and other information required for successful delivery.
Where available at checkout, customers may specify a delivery address that differs from their billing address.
The Artisans Vault shall not be responsible for delays, failed deliveries, additional charges or returns resulting from an incorrect, incomplete or inaccurate delivery address or contact information supplied by the customer.
7. Delivery & Proof of Delivery
Upon delivery, the customer or an authorised recipient may be required to acknowledge receipt of the order in accordance with the procedures of the appointed logistics provider.
Where a delivery acknowledgement or signature is obtained, such acknowledgement shall constitute proof of deliveryto the specified delivery address.
Customers are advised to inspect the outer packaging and, where reasonably possible, the contents of the package upon delivery.
Any visible damage to the packaging or product should be brought to the attention of the delivery personnel and reported to The Artisans Vault as soon as reasonably practicable.
8. Missed or Failed Deliveries
If the customer is unavailable at the delivery address, the logistics provider may make further delivery attempts or provide instructions regarding an alternative delivery or collection arrangement.
The number of delivery attempts will be determined by the policies of the appointed logistics provider.
Where delivery cannot be completed after the applicable delivery attempts, the shipment may be returned to The Artisans Vault.
Any additional costs arising from failed delivery, incorrect address details, repeated delivery attempts, storage, return-to-origin or re-shipment may be payable by the customer, where applicable.
Where an order is returned to us and cannot reasonably be redelivered, The Artisans Vault reserves the right to cancel the order, subject to applicable law and our applicable refund policy.
9. Packaging
Many of our pieces are fragile, delicate, substantial in weight or individually shaped, and each order is packaged according to the nature of the item to ensure that it reaches you safely.
We take particular care with the preparation and packaging of every order, using appropriate protective materials and packaging methods based on the item's size, weight and fragility.
Wherever reasonably possible, we aim to keep our packaging plastic-free and minimise unnecessary packaging materials.
Where plastic or other protective materials are necessary to ensure the safe transportation of an item, we endeavour to use recycled or recyclable materials wherever practicable.
Because many of our pieces are one-of-a-kind, our priority is to ensure that each object is appropriately protected during transit while avoiding unnecessary packaging and material waste.
10. Choice of Logistics Provider
The Artisans Vault reserves the right to select the logistics provider and delivery method most appropriate for an order, taking into consideration the size, weight, quantity, fragility, destination and nature of the item(s) being shipped.
We endeavour to select reputable logistics providers and an appropriate delivery method that offers a reasonable balance between safety, reliability, delivery time and cost.
International Orders
At present, international orders cannot be placed directly through our website. Customers wishing to place an international order are requested to contact us directly and follow the process outlined below.
1. Order Enquiry
Please contact us by email with details of the item(s) you wish to purchase, including the product name and, where applicable, the product reference.
2. Export, Shipping & Cost Confirmation
Upon receipt of your enquiry, we will conduct an internal review to determine whether the requested item(s) may legally be exported to the destination country.
Subject to export eligibility, we will provide an estimate of the applicable shipping and other associated costs, together with an indicative delivery timeline.
The order will proceed only upon the customer's confirmation and acceptance of the applicable costs and terms.
Certain products may be subject to export restrictions, documentation requirements or other regulatory requirements. In such cases, we reserve the right to decline an international order.
3. Invoice & Payment
Once the order details and applicable charges have been confirmed, an invoice will be issued for the agreed costs.
Payment may be made securely through the payment gateway available on our website. We currently accept payments through PayPal and Razorpay, subject to availability for the customer's country and the applicable payment provider's terms.
Please note that shipping charges may, depending on the shipment, be invoiced separately. In certain circumstances, final shipping costs may only be determined once the shipment has been processed or delivered and may therefore be charged separately.
4. Processing & Dispatch
Once payment for the purchased item(s) has been received and cleared, the order will be processed and carefully packaged for international shipment.
Customers will receive updates regarding the status of their order through email and/or WhatsApp, as applicable.
Delivery timelines provided at the time of purchase are indicative only and may be affected by shipping carriers, customs clearance, regulatory requirements, documentation, weather or other circumstances beyond our reasonable control.
5. Customs, Duties & Taxes
Any customs duties, import taxes, VAT, GST, brokerage charges, clearance fees or other charges imposed by the destination country shall be borne solely by the customer, unless expressly agreed otherwise in writing.
The customer is responsible for ensuring that the purchased item(s) may be legally imported into the destination country and for complying with all applicable local import requirements.
The Artisans Vault shall not be responsible for delays, additional charges, seizure, return or refusal of delivery arising from customs regulations, import restrictions or requirements applicable in the destination country.
6. Delivery Confirmation
Upon confirmation that the order has been delivered, we will send a delivery confirmation by email for the customer's records.
Once an order has been dispatched, delivery is subject to the terms and conditions of the appointed shipping carrier. The Artisans Vault shall not be liable for delays caused by customs authorities, shipping carriers or other circumstances beyond our reasonable control.
Vintage, Antique & Collectible Items — Condition & Authenticity
Many of the pieces offered by The Artisans Vault are vintage, antique, pre-owned, handcrafted or collectible objects. As a result, individual pieces may naturally display signs of age, use, craftsmanship and wear.
Such characteristics may include, but are not limited to, patina, surface marks, minor scratches, variations in colour or finish, small imperfections, repairs, restoration, dents, irregularities and other evidence of age or previous use.
These characteristics are considered part of the individual character and history of the piece and shall not, in themselves, be considered defects.
We make reasonable efforts to accurately photograph and describe each item and to disclose any significant condition issues or material defects known to us.
Customers are encouraged to carefully review all photographs, descriptions, dimensions and condition information provided before completing a purchase. Additional photographs or information may be requested prior to purchase where required.
Due to the nature of vintage, antique and handcrafted objects, no two pieces are necessarily identical, and variations in colour, texture, finish, dimensions and craftsmanship may occur.
Authenticity & Description
Where an item's maker, period, origin, material or provenance can be reasonably established, such information will be stated in the product description.
Where such information cannot be independently verified, descriptions will be presented accordingly and should not be interpreted as a guarantee of provenance, date, authorship or attribution.
Unless expressly stated otherwise, references to a particular period, origin, maker, style or material are based on the information available to us at the time of listing.
Customer Acceptance
By completing a purchase, the customer acknowledges that they have had the opportunity to review the product description and photographs and accepts the inherent characteristics and condition of the item as described.
We recommend that customers seek any additional information they require before completing their purchase, particularly in relation to condition, dimensions, materials, provenance or suitability for their intended use.
Due to the unique and individual nature of our vintage, antique and collectible pieces, an item cannot be considered defective solely because it exhibits characteristics consistent with its age, materials, craftsmanship or previous use, where such characteristics have been disclosed or are reasonably apparent from the product description and photographs.
Contact Us
If you require any further information regarding our delivery, shipping or packaging policies, please contact our Concierge Team:
WhatsApp: +91 96671 51177
Email: concierge@artisans-vault.com
We will be happy to assist you with any questions regarding your order, delivery arrangements or the suitability of a particular piece for shipping to your location.