CraftVogue is always at your service for any help or assistance that you may need. We have prepared an exhaustive list of questions that you may have while shopping at craftvogue.com and explanatory answers to all of them. We hope that you will find an answer to all your queries from the links provided below.

If you still have questions, you can email us using our online form.

Our customer service team will reply to your enquiry as soon as possible. During busy periods this may take up to 2 working days. We look forward to being of service.

You may also write to us at:

1302, Building 20E, Powai Panchratna Complex
A S Marg
Powai
Mumbai-400076
Maharashtra
India

About CraftVogue

About Our Products

Shopping

Shipping

Billing and Payments

Customer Service

Returns & Exchanges

Gift Services

About CraftVogue

• Is CraftVogue an Indian Company?
• Where is CraftVogue’s Head Office located?
• Where can I buy CraftVogue products in India?
• Are CraftVogue products available internationally?
• Are Gift Vouchers available at the online portal?

Q. Is CraftVgue an Indian Company?
A. Yes. CraftVogue is the brand name for GreenCreations, an Indian company. CraftVogue is an online shopping portal so one can buy CraftVogue products sitting at any corner of the world.

Q. Where is CraftVogue’s Head Office located?
A. The Head Office is in Mumabi at:
1302, Building 20E, Powai Panchratna Complex
A S Marg, Powai
Mumbai, Maharashtra- 400 076
India
email: support@craftvogue.com.

Q. Where can I buy CraftVogue products in India?
A. We have not yet started retail sales in India. We will be launching our first showroom very soon in Mumbai, India and also start retail sales through www.craftvogue.com

Q. Are CraftVogue products available internationally?
A. Yes, we offer online sales through our CraftVogue website at www.craftvogue.com almost everywhere across the globe. We provide delivery of the ordered products at the delivery locations specified here.

Q. Are Gift Vouchers available at our online shopping portal?
A. No. Currently we do not provide gift vouchers at our online portal but in the near future we shall definitely come up with exciting gift vouchers exclusively for our valued customers.

About our Products

• Where are your manufacturing facilities located?
• Are all CraftVogue products handmade?
• Do CraftVogue sizes conform to international norms?
• What are the advantages of handloom fabrics?
• How do I take care of the fabric?

Q. Where are your manufacturing facilities located?
A. CraftVogue does not have a company owned production unit. Our mission has always been to work with village-based artisans across India employing their regional textile skills and specialties. This commitment has helped preserve the traditional crafts of India and created employment opportunities in rural areas along with topmost priority being given to environmental protection.

Q. Are all CraftVogue products handmade?
A. We try to maximize the handmade process, using hand-woven, handblock-printed fabrics and vegetable dyes as far as possible. If a power loom is used, the fabric is decorated using hand processes such as block printing, embroidery, embellishing etc. The products have been made using eco-friendly resources as far as possible. CraftVogue has also introduced exclusive bamboo items which are 100% eco-friendly.

Q. What are the advantages of handloom fabrics?
A. The handloom process gives the textile a unique character. In addition, handloom fabrics breathe well, are cool in summer and retain body warmth in the winter. And what could be better than this, the manufacturing process till the final product is completely “ECO-FRIENDLY”!!!

Q. How do I take care of the fabric?
A. Handloom products require a little love and attention. If kept with proper care, they will always be as good as new. For detailed Fabric Care instructions, visit Fabric care

Shopping

• How do I shop online?
• How will I know if you have received my order?
• How do I check my order status?
• Is it safe to use my credit card online at craftvogue.com?
• What if an item is out of stock?
• Do I have to sign up for a CraftVogue account to buy something at craftvogue.com?

Q. How do I shop online?
A. Please refer to our How To Shop page which walks you through the shopping process.

Q. How will I know if you have received my order?
A. During the payment process you will be given a confirmation that your credit card has been successfully processed. You will also be given an order confirmation number through an email from CraftVogue.

Q. How do I check my order status?
A. You can view your order status at any time once you have placed your order, through “My Orders” option after logging in to your CraftVogue account on the craftvogue.com website. We try and dispatch all the orders from our warehouse within two working days and then you can track your order from “Order Tracking” option on the homepage of www.craftvogue.com through the UPS tracking system.

Q. Is it safe to use my credit card online at craftvogue.com?
A. Our website is linked to the DirecPay payment gateway which has 128 bit SSL encryption, and is also Verisign secured. Please review our Security Privacy Policy for further details.

Q. What if an item is out of stock?
A. We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. If you place an order for an item which is not in stock, we will inform you through an email and credit your credit card within two business days of purchase. We will not retain your request for an out of stock product in a back order system. In the future, we hope to be able to notify you when an out of stock item becomes available which would allow you to place a new order for this product.

Q. Do I have to sign up for a CraftVogue account to buy something at craftvogue.com?
A. You do not have to create an account on craftvogue.com when you place an order, and can simply proceed as a Guest Shopper. However, there are several benefits to creating an account. By registering yourself at craftvogue.com you become an EXCLUSIVE SHOPPER at our portal and hence can enjoy exclusive privileges such as special discounts, gift vouchers, etc. as and when the company issues them.

Shipping

• Will I be charged for Octroi or Entry taxes in case of domestic shipping?
• How long will it take to receive my order?
• Which countries do you ship to?
• Do you offer expedited shipping?
• How is my order shipped?
• Do you ship backorders?
• Will everything ship together?
• Can I ship different items in my order to different shipping addresses?
• Can my order ship to a Post Office Box?
• What are the shipping costs?
• Will I be charged for customs charges in case of international shipping?
• How do I track my order?
• Can I change my shipping address after placing my order?
• Why was my package undeliverable?

Q. Will I be charged for Octroi or Entry taxes in case of domestic shipping?
A. We have not yet started retail sales in India. We will soon be launching a showroom in Mumbai, India and also enable retail sales through our website.

Q. How long will it take to receive my order?
A. In case of International deliveries your order will take approximately 8-10 business days to reach. We make every effort to process your order as quickly as possible. We usually require 5 working days to process your order. However if it is a bulk order or custom order, it may take longer to process the order. In such cases we keep you posted through email. All international orders are shipped via UPS Express service which provides delivery within 8-10 business days.

Q. Which countries do you ship to?
A. Our delivery locations are listed here. UPS constantly keeps updating its reach and so we will also be including more and more shipping locations in the future.

Q. Do you offer expedited shipping?
A. No. At this point we are unable to offer overnight or expedited delivery service. The only delivery service level which we provide for International shipping is UPS Express service which provides delivery within 4-6 business days.

Q. How is my order shipped?
A. All CraftVogue orders are shipped door to door via UPS internationally from our warehouse in Mumbai, India to your provided shipping address.

Q. Do you ship backorders?
A. No. We aim to keep every item on our website in stock. If there is an item which you purchase and then we realize this item is not available, we will promptly inform you within 2 working days of your purchase and fully refund your money for the out of stock item.

Q. Will everything ship together?
A. Yes. Because we do not process backorders, whatever is in stock will be shipped together.

Q. Can I ship different items in my order to different shipping addresses?
A. We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders. However, for your convenience, we will soon include this feature where you can store multiple shipping addresses in your account and ship items to different addresses.

Q. Can my order ship to a Post Office Box?
A. No. Since we offer door to door deliveries through UPS therefore you must include full address details including a street address for the shipping address.

Q. What are the shipping costs?
A. For all international deliveries we offer Free Shipping on all orders of US $100 and above. For orders less than US $100 we charge a flat rate of $15.

Q. Will I be charged for customs charges in case of international shipping?
A. All of CraftVogue orders are shipped internationally from our warehouse in Mumbai, India to your provided shipping address via UPS. Due to the nature of international shipping, occasionally a customer may have to pay additional import duties and taxes which are levied once a shipment reaches your country. The large majority of orders will not have to pay any additional fees. However, we are unable to calculate when and how much these infrequent customs duty charges will be levied. In the case where additional customs charges are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with UPS to customs clear your goods for you and deliver them to your doorstep. If you are presented with an invoice from UPS for import duties and taxes, you will have to pay UPS directly at the time of delivery.

Q. How do I track my order?
A. You can track your order on our Order Tracking page. If you do not have a tracking number or delivery confirmation number, please contact us. If you are not sure whether or not your order has shipped yet, you can check the status of your recent orders in My Account.

Q. Can I change my shipping address after placing my order?
A. Once we receive your order, we take approximately 5 working days to process your order before handing it over to UPS. If you would like to change your shipping address for an order which you have already placed, we will try to accommodate your requests if we still have the package in our possession. Please contact us support@craftvogue.com with your requested change and we will send you an email reply to confirm if we were able to make the change. If we have already handed your order over to UPS then we are unable to make any shipping address changes.

Q. Why was my package undeliverable?
A. In case of International shipping UPS will attempt delivery 3 times at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the Order Tracking facility. If the package status is shown as undeliverable please call UPS Customer Service at their local number and quote your tracking number to trace your package.

Here are some reasons why your package may be determined undeliverable by UPS:

Incorrect Address: CraftVogue does not take responsibility if the delivery address provided by you is incorrect or outdated. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closed, and no refund will be issued. Please carefully check and make sure that you have supplied a current and correct shipping address.

Address Format: If you supply a Post Office Box for your shipping address, UPS is unable to deliver your package. We will try to catch this problem prior to shipping. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closed, and no refund will be issued. Please make sure that you do not supply a Post Office Box address for your shipping address.

Failed Delivery Attempts: In case of International deliveries UPS will make three attempts to deliver your package. In case of International deliveries for orders over $400 UPS generally requires a signature. For orders less than $400 it is the discretion of the UPS driver if a signature is required. If any duties or taxes are due, then UPS will require payment at the time of delivery. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. If the driver deems it necessary to obtain a signature and has made three delivery attempts, then the package is returned to us as undeliverable. If the package status is shown as undeliverable please call UPS Customer Service at their local number and quote your tracking number to trace your package.

Refused by Recipient: If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. By informing your gift recipient that they should expect a package you will help us ensure that they receive your gift.

Billing & Payments

• In case the Delivery destination is outside India will I be charged sales tax?
• What payment methods do you accept?
• When will my credit card be charged?
• What currency will my order be billed in?
• Can I change my billing address?

Q. In case the Delivery destination is outside India will I be charged sales tax?
A. You will not be charged sales tax because we ship your order from India. Please refer to Duties and taxes section under our “Terms of Use” for more information on taxes and duties.

Q. What payment methods do you accept?
A. We accept MasterCard, VISA and Diners Club Credit Cards, Visa and Maestro Debit Cards (an online real-time authorization is done through the Payment Gateway) as well as through Net Banking of some of the leading banks. We also accept payments through Paymate.

Q. When will my credit card be charged?
A. Your credit card will be charged at the time of placing your order through our secured payment gateway. (an online real-time authorization is done through the Payment Gateway)

Q. What currency will my order be billed in?
A. Your order will be billed in the currency of your debit / credit card which will automatically convert the billed amount into your local currency. All the prices shown on CraftVogue website would be in USD while the final payment will be done in our local currency INR which will be the exact equivalent of the prices shown in USD.

Q. Can I change my billing address?
A. In order for us to successfully process your credit card, you must provide the billing address which is used for your credit card.

Customer Service

• How do I contact customer service?
• How do I remove my name from your email list?
• Will you share my information with others?
• Can I email my order?
• Can I call in my order?
• If I have problems with my order, whom should I contact?
• How can I modify my order?
• How can I cancel my order?

Q. How do I contact customer service?
A. Please email us through our Contact Us page. Or directly at support@craftvogue.com

Q. How do I remove my name from your email list?
A. Please go to our unsubscribe page.

Q. Will you share my information with others?
A. No, we will not share your information with others. For more details, please read our Privacy Policy.

Q. Can I email my order?
A. Yes. You can email us your order at support@craftvogue.com. You can also place custom orders or bulk orders through Special/Bulk Orders

Q. Can I call in my order?
A. Currently we do not have a call in number for placing orders. Please follow the steps in the online checkout process on the website.

Q. If I have problems with my order, whom should I contact?
A. If you have any problems or concerns about your order, please email us at support@craftvogue.com

Q. How can I modify my order?
A. You can modify your order at any time during the shopping process by editing / modifying your shopping cart. Once you confirm payment for the items in your shopping cart, the order is considered as final and cannot be modified.

Q. How can I cancel my order?

1. Once you confirm payment of your order, your order cannot be changed or cancelled. You will need to contact us at support@craftvogue.com within 12 hours of placing your order for us to be able to confirm this cancellation. In case we have already processed your order you will be advised that the cancellation is not possible. As we aim to maintain quick turn around times on our order processing, dispatch and deliveries, we may not be able to support your request unless it is received within the stipulated time frame. Cancellations are solely at the discretion of CraftVogue.

Returns & Exchanges

• What is your return policy?
• When will I receive a refund for my returned products?
• How do I exchange an item?

Q. What is your return policy?
A. At CraftVogue we stand behind the quality of our products and we will provide a full refund for the cost of the product if you are not satisfied with your purchase for any reason. Returns must be made within 15 days of receiving the goods. Shipping charges will not be refunded and customers are required to pay for the shipping costs to return the goods. Please click here to know more about our Returns Policy.

Q. When will I receive a refund for my returned products?
A. All credits will be issued only to the credit/debit card used for making the original purchase. Once we receive your returned item(s) we will issue your credit and send you an email confirmation. Please allow one billing cycle for the credit to appear on your credit/debit card statement.

Q. How do I exchange an item?
A. In order to exchange an item you need to go through the returns process as described above. We will refund your credit/debit card once we receive the returned merchandise. You must place a new order for the replacements you would like.

Gift Services

• How do gift certificates work?
• Can I have the product gift wrapped?
• Can I include a gift message with the package?
• Do you have a gift registry?

Q. How do gift certificates work?
A. Currently we do not offer gift certificates for online redemption. We hope to offer online Gift Certificates that can be used for online shopping in the near future for our valued CraftVogue shoppers.

Q. Can I have the product gift wrapped?
A. Yes, if the shoppers want the goods to be gift wrapped then the products would be wrapped in quality gift wrap papers. Once you click on Order review before proceeding to the Payment Gateway, you will be directed to a page which will present you with a host of payment options. This page has a Gift Wrap option that you need to check, if required, and also add a gift message.

Q. Can I include a gift message with the package?
A. Yes. Craftvogue provides exclusive facility of putting in personalized messages for their ordered products. You can avail this facility just before you proceed towards the secured payment gateway.

Q. Do you have a gift registry?
A. We do not currently offer a gift registry but plan to add this feature in the near future.