FAQ Section

Please select the question below to see the answer.  If there is a question missing, feel free to contact us.

How do I place an order?

We try to make the ordering process as enjoyable and easy as possible. To place an order, simply:

  • Browse our site for items that you like (using the price filter or product categories if you prefer)
  • On the product page select any product variables (i.e. color, size, material where available)
  • Set the quantity you wish to purchase
  • Click on the “Add to cart” button
  • The “Related Products” section will show similar products to the one you are currently viewing and may be interested in purchasing
  • Every time you add a product to your cart, the small shopping cart at the top right will update and indicate the total number of items in your cart currently
  • By hovering your mouse over the shopping cart you can see all the items currently in the cart (you can also easily remove items by clicking on the X next to the product picture)
  • Once you have added all the products to your cart, click on the small shopping cart in the top right-hard corner of the screen
  • You will now be directed to your shopping cart, displaying all your selected items
  • In this view you can amend product quantities by clicking on the + or – symbols
  • You can also remove items entirely by clicking on the X next to the product image
  • If you have a Coupon code then enter it in the field provided and click on the “Apply coupon” button to update the total price
  • Now click on the “Proceed to checkout” button
  • Enter your billing and shipping addresses
  • Add any Order notes (such as special delivery instructions you may want us to follow)
  • Fields marked with a red * are mandatory and critical for us to be able to fulfill your order
  • Whilst not mandatory, we strongly encourage you to provide us with a phone number that you can be contacted at in case there are questions related to your order
  • Click on “Proceed to payment” to enter your payment details and make payment
  • Once your payment is confirmed you will receive an email confirmation confirming your order
There’s a missing item in my order, what should I do?

If your order delivery arrives and does not include all the items you believe to have purchased, please check the invoice that was included in your package. If there is any missing item(s), please contact curator@artifactio.com.

Can I amend my order once it is placed?

Unfortunately, we are unable to amend an order once it has been placed and dispatched. This includes changing the size/color of item(s), removing or adding item(s), changing the billing or shipping addresses, and payment mode or delivery mode.

 

If however the order has not yet been dispatched, we will gladly assist you in making changes. To do so, please contact us directly at curator@artifactio.com.

Can I cancel my order?

Unfortunately, we are unable to cancel an order once it has been placed and dispatched. We do our best to ensure fast order preparation and delivery so please ensure you check your order before placing it.

 

If your order has been placed but not yet dispatched, please cancel your order under “My Orders” which is to be found under “My Account“. Alternatively, please contact us at curator@artifactio.com and we will gladly assist.

I cancelled my order but I would like to add the item(s) from the cancelled order back into my shopping cart and make a new order, what should I do?

A cancelled order will be recorded in your order history when you make a cancellation. Simply sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View’ button that corresponds to your cancelled order number, and select “Reorder”. The items in your cancelled order will be added back to your shopping cart and you may opt to reorder the existing items or edit the contents in your shopping cart before you checkout. More information on cancellations can be found here.

 

Unfortunately, you will not be able cancel your order if you have opted for guest checkout.

I received an error when placing my order, what should I do?

Kindly capture a screenshot of the page where you experienced the error, or copy the error message and send it to curator@artifactio.com for further assistance.

When I place an item into my Shopping Cart, is the item reserved for me?

Placing an item in your shopping cart does not guarantee that the item is reserved for you. To ensure that the item(s) is reserved, you are required to complete the checkout process.

 

If you do wish us to reserve a selection of items for you, please contact us at curator@arifactio.com.

If my order was cancelled due to online security checks or stock availability, how will my payment be refunded?

In these cases, your payment may be refunded via your original payment mode. Please note that this process may take up to 30 business days and may vary for different issuing banks. Once your refund is processed, you will receive a notification email from us.

 

If you have any questions in this regard, please do not hesitate contacting us at curator@artifactio.com.

I cancelled my order before entering my credit/ debit card details and found that my shopping cart was empty. I would like to add the item(s) back into my shopping cart and make a new order, what should I do?

If you are paying via Credit/Debit Card and cancelled your order before entering your Credit/Debit Card details, a cancelled order will be recorded. Simply sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View’ button that corresponds to your cancelled order number, and select “Reorder”. The items in your cancelled order will be added back to your shopping cart and you may opt to reorder the existing items or edit the contents in your shopping cart before you checkout. Note that you will not been charged for the cancelled order. We regret to inform you that you will not be able cancel your order if you have opted for guest checkout.

What are the types of promotions?

On some occasions, we may introduce special promotions on the website at Artifactio.com or through or social media accounts, at a limited time offer or while stock last basis. We might also issue special promo codes and vouchers which you can use for your future orders. However, please note that no price adjustment in any form will be provided for previous orders.

Can I use more than one promo code on my order?

Unfortunately no, only one promo code can be used per order.

My Arifactio.com promo code is not working, what should I do?

Please check that the promo code is still valid and not out of date, and refer to the Terms & Conditions set out in the Promotions page. If you require further assistance, please contact us curator@artifactio.com.

What are the Terms and Conditions for promotions?

Kindly note that promotions are not exchangeable for cash, vouchers or in any other form. Promotions are valid at the Artifactio.com online store only unless otherwise stated. Artifactio reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subjected to change without prior notice. In the event of a dispute, Artifactio’s decision is final.

Can I request for a return?

We do of course hope that you will be completely satisfied with you purchases from Artifactio.com. However, all items purchased online can be returned free of charge within 7 days from the receipt date. Please contact us via email at curator@artifactio.com with the email subject: Return Request – Your Order Number to process your return. Kindly note that you will have to bear the shipping cost for returns.

 

Please ensure that the item(s) is in its original condition and in its original packaging. All merchandise must be returned in the original selling condition. Returns that do not meet our policy will not be accepted and will be returned to you at your cost. A final inspection will be done to ensure that it is in its original condition, followed by processing your return.

We recommend that you opt for a shipment method that enables tracking. Note that Artifactio.com will not be responsible for the loss of the returned parcel.

How long will it take for me to receive my order?

The delivery time for our unique products obviously depends greatly on the number of items, size and availability of the product(s) as well as the origin and destination countries. Please note that the expected delivery date/time indicated at checkout represents our best approximation – your understanding and patience in this regard is highly-appreciated.

Our current standard shipping methods  and delivery times are as follows:

  1. Fedex Priority Shipping (3-7 days)
  2. Fedex Economy Shipping (3-10 days)
  3. Thailand Post by Airmail (14-30 days)
  4. Thailand Post by Economy Airmail (4-5 weeks)
  5. Thailand Post by Sea Freight (2-3 months)
  6. Private Shipping Agency by Sea Freight (1-2 months)

 

Please also note that some shipping companies place restrictions on the size, dimension and weight of packages so that not all shipping methods may be available for your particular order. Our team will gladly inform you if any such restrictions apply to your order. If you prefer to make your own arrangements for shipping, please contact us at curator@artifactio.com. Our team will gladly help to coordinate your order delivery.

 

Note that our collections of Buddha statues and large wooden panels require special handling and may take longer for processing and delivery.

Buddha Statues: Royal Thai law carefully governs and restricts the sale of any Buddha images internationally. Accordingly, every religious, sacred or blessed statue or image must receive a certification of authenticity and an associated export license before leaving the Kingdom of Thailand. This is a straight-forward process which is managed by our team daily and it comes at no additional cost to our customers. If you are purchasing a Buddha statue from us, please expect a processing time of between 1-3 weeks before the statue will be shipped. Your patience in this regard is highly appreciated and our team will do its best to keep you informed of the status of your order throughout. Do contact us at curator@artifactio.com if you wish to receive more information on this process.

Wooden Panel: Since our beautifully hand-crafted wooden panels come in a variety of different size and color options, each is prepared individually upon the receipt of the order. Approximately one week after the placement of your order, our team will send you a picture of the finished wall panel painted in the color of your choice. We ask that you kindly respond within 48 hours after you receive this E-mail indicating your satisfaction with the end product. Your order will then be cleared for shipment once we receive this final confirmation.

What shipping option are available?

Our current standard shipping methods and approximate delivery times are as follows:

  1. Fedex Priority Shipping (3-7 days)
  2. Fedex Economy Shipping (3-10 days)
  3. Thailand Post by Airmail (14-30 days)
  4. Thailand Post by Economy Airmail (4-5 weeks)
  5. Thailand Post by Sea Freight (2-3 months)
  6. Private Shipping Agency by Sea Freight (1-2 months)

If you prefer to make your own arrangements for shipping, please contact us at curator@artifactio.com. Our team will gladly help to coordinate your order delivery.

What countries does Artifactio.com ship to?

Artifactio currently ships to the following destinations:
Australia, Bahrain, Belgium, Cambodia, Canada, China, Denmark, Finland, France, Germany, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Japan , Kuwait, Macau, Malaysia, Mexico, Netherlands, New Zealand, Norway, Oman, Panama, Qatar, Portugal, Singapore, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United Arab Emirates, United States of America, Vietnam.

 

If you wish to arrange for special delivery to any country not currently listed please contact us at curator@artifactio.com.

Can I change my shipping address after my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address when placing your order.

I have yet to receive my package, what should I do?

If you did not receive your package after the expected delivery date, kindly go to”My orders” under “My account“to check on the shipment status. Alternatively, you may do so by entering the tracking number indicated in the shipment confirmation email into the online tracking system of the designated courier company. If you have opted for guest checkout, you may track your order via the online tracking system of the designated courier company. Please contact us at curator@artifactio.com for further assistance.

What happens if an incorrect address is provided for delivery?

If the delivery address provided is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, please sign in to your account at “My account“and click on “Addresses“, and edit/update your addresses.

If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products. You will be responsible to pay for the shipping charges for attempted delivery and the returned shipping charges.

How is a failed delivery processed?

Most of our delivery agents make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.

What forms of payment does Artifactio.com accept?

We gladly accept American Express, MasterCard, Visa, JCB, Discover, China Union Pay (CUP) and Paypal as payment forms.

 

Note that Artifactio.com does not store any customer’s credit/debit card information. When you pay by credit/debit card, all card information is directly transacted in a secure fashion to PayPal, our payment gateway provider.

Does Artifactio.com store my payment information?

Note that Artifactio.com does not store any customer’s credit/debit card information. When you pay by credit/debit card, all card information is directly transacted in a secure fashion to PayPal, our payment gateway provider. Through Paypal, we gladly accept American Express, MasterCard, Visa, JCB, Discover and China Union Pay (CUP) as payment forms.

 

What is 3-D secure payment?

3-D Secure is an XML-based protocol used as an added layer of security for online credit and debit card transactions. It was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard, under the name MasterCard Secure Code. 3-D Secure adds another authentication step for online payments. 3-D Secure should not be confused with the Card Security Code (commonly known as CVV) which is a short numeric code that is printed at the back of the credit card.

Do you accept wholesale or bulk orders?

Yes, we will gladly accept wholesale or bulk orders on most of our handmade items and provide reduced wholesale rates above certain order sizes. Whether you are fitting out your new holiday home or apartment, villas or other residential development, fitting out a restaurant, hotel or bar or even looking to resell or stock our products in your store. In many cases, we are able work with our artisans to create bespoke designs, colors, sizes or shapes of our products to suit your individual needs and specifications.

Our services include:

  • Decorative hand-painted rice boxes with company logos or slogans
  • Decorative wedding items depicting the names of the bride and groom and the wedding date
  • Decorative items that meet specific company branding requirements
  • Bespoke decorative items for special occasions or parties

Kindly contact us at curator@artifactio.com and our team will gladly assist you to open a wholesale account and to discuss your needs.

Can I sell my own products on the Artifactio.com website?

Yes! We are always on the lookout for new and unique products from around the world to feature on our website. By doing so you will not only join our network of talented and dedicated artisans but will also gain access to our loyal and global customer base. Most importantly, you will gain access to all our online marketing channels (web, Facebook, Instagram, Twitter) and our outstanding customer service – these will ultimately increase your sales.

As a reminder, we are inspired by the following values which we aim to uphold with every new product:

  • Direct from artisans
  • Hand-made
  • Careful curated
  • Socially responsible
  • Customer care

Please contact us at curator@artifactio.com with the following information:

  • Your contact details
  • Your location
  • A brief description of your product
  • A brief description of the production process
  • Product photos

Our team will contact you to discuss the remaining details with you (and in most case) arrange to meet with you in person to document the production process and take professional product photos.

Join our network of artisans today and sell your unique products to the world!

 

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