FAQs
Custom Orders:
1. Can I place a custom order for a specific product?
Absolutely! We understand the value of personalised items. In fact, we encourage custom orders, because our products are not mass produced in factories, and each piece has its unique flavour. Hence, it’s easy for us to accommodate more personalised orders. Contact our customer support team via contact@homessencegroup.com to discuss your requirements, and we’ll work closely with our artisans to create a unique piece just for you. Please note, we are unable to refund your money if you wish to cancel a custom order after placing it; so, we’d encourage you to be certain about your custom orders before you place them. Feel free to ask us as many questions as you want to.
2. How long does it take to complete a custom order?
Custom orders require time for our artisans to create something truly special, specifically because the product design and development work will start after the order is placed. The creation process varies depending on the complexity of the request and the artisan’s location. Please allow for extra time, but when you have a custom order request, we will let you know about the expected time required for production.
Product Design and development:
3. How are your products different from those found in other online marketplaces?
Our products are sourced directly from regional artists and artisans rather than wholesale dealers of those products, or middlemen. These creators bring centuries-old techniques to life, infusing each piece with a rich heritage that sets them apart from mass-produced items or collectable from aggregators/marketplaces. The imperfections and variations in design are a testament to their handmade nature, giving you an authentic piece of art that reflects the artist’s individual touch and the essence of their community.
4. Can you tell me more about the creation process? Our creation process is a labour of love that involves time-honoured methods passed down through generations. Our artists and artisans carefully select materials that are not only sustainable but also integral to their cultural practices. The intricate techniques they use require dedication, precision, and patience. The result is a product that embodies the spirit of their heritage and showcases the mastery of their craft.
Bulk Order and Quality Assurance:
5. If you don’t mass produce, how do you cater to bulk orders?
We understand the importance of maintaining the exceptional quality of our handcrafted products while catering to bulk orders. To ensure this, we’ve implemented an Order Funnel system.
What is an Order Funnel?
An Order Funnel is a specific timeframe during which we accept orders for a particular item. This window allows our artists and artisans to dedicate ample time to crafting each item with care and precision.
How does it work?
- Limited Time: We open the order funnel for a specific item for a limited time.
- Capped Orders: During this period, we accept a predetermined number of orders for that item.
- Quality Focus: Closing the funnel after reaching the cap ensures that our artisans can maintain quality standards without rushing.
- Crafting Period: Once orders are closed, our artists have the time needed to craft the items using sustainable materials and traditional techniques.
- Reopening: After the crafted items are shipped, we reopen the funnel for a new round of orders.
Why do we use the Order Funnel?
- Quality Commitment: We want to deliver the best quality products as promised.
- Artistic Integrity: Respecting the time-honoured art forms and our artisans’ skills.
- Sustainability: Ensuring sustainable production processes.
- Customer Satisfaction: Providing a unique and authentic experience for our patrons.
By using the Order Funnel, we balance the demand for our exceptional products with the need to preserve the artistry and authenticity behind each creation. Thank you for supporting our mission to celebrate cultural heritage through thoughtful craftsmanship.
6. Do you have only a set number of items to offer?
To add variation, we constantly refresh our collection to offer you a wide array of choices. By introducing new products and evolving designs, we celebrate the richness of cultural artistry from across regions. There are thousands of culturally significant art styles and forms around the world that have been practiced generationally using sustainable products. We want to bring those amazing art forms and styles to you and offer them the recognition that they deserve. If a previously loved item/art style/form has been discontinued from our platform and you’re unsure how you can order it again, our Support team is here to help. Reach out, and we’ll explore ways to fulfil your order and honour these exceptional traditions.
Payments and Pricing:
7. What payment methods do you accept?
We accept major credit and debit cards, as well as direct account to account transfer via PoliPay for secure and hassle-free transactions. Google Pay and Apple Pay is also available (subject to regional policies). We also accept Crypto payments now (only ERC-20 USDT at this stage). We are also working towards integrating more payment options.
8. Why do some items seem more expensive?
Our products are crafted by skilled artisans who have been making these products generationally, for over 600-700 years using traditional techniques, and each piece carries a piece of their cultural heritage.
Everything they are producing are also keeping the environment in mind because they consciously choose to use eco-friendly, sustainable materials that come either at a higher cost or more efforts or both. Our pricing reflects that intricate process of craftsmanship, the high-quality sustainable materials, the conscious efforts taken to gather those resources, and the fair compensation to our artisans.
Privacy and Security:
9. How is my personal information protected?
We take your privacy seriously. Your personal information is encrypted and securely stored. We only use it for order processing and communication related to your purchases.
10. Is my payment information safe?
Yes, your payment information is secure. We use industry-standard encryption technology to protect your payment details and work only with reputed Payment Gateway providers.
Cancellations and Returns:
11. Can I cancel my order after it’s placed?
We understand plans can change. If you decide to cancel your order, please contact us within 48 hours. Custom orders have different cancellation policies due to the nature of their production process. Please check the Custom order section for more information.
12. What’s your return policy?
We want you to love your purchase. If you’re not satisfied, you can return your item within 7 days of receiving it. But before initiating a return, we want you to have a clear understanding of how our products are made and appreciate the intricate process behind them. So, we’d request you to go through the ‘Return Policy’ document at the bottom (footer section) of our website. Custom orders, due to their unique nature, are subject to different return policies.
Shipping and Delivery:
13. Why do your products take longer to arrive?
Our products are meticulously handcrafted by skilled regional artists and artisans who take immense pride in preserving cultural heritage and creating eco-friendly masterpieces. Unlike factory-made goods, each piece is unique and carries the essence of its origin. The creation process, which follows traditional techniques passed down through generations, ensures authenticity and exceptional quality. Moreover, we take extra precautions to package each item securely to prevent damage during transit. We appreciate your understanding that this careful shipping process contributes to the preservation of cultural craftsmanship.
14. How long does shipping take?
International shipping can take some time depending on the availability of the freight, containers etc. The standard timelines given to us by shipping agencies are an average of 6-8 weeks. While our procurement team stay in touch with the shipping agency throughout the process, any shipping delays are out of our control as we are working with third parties here. We appreciate your patience as we ensure your order reaches you in the best condition.
15. Are there expedited shipping options available?
Yes, we offer expedited shipping at an additional cost. However, please note that even with expedited shipping, the creation process and the nature of international shipping might still lead to slightly longer delivery times compared to mass-produced items. Please talk to our procurement team to learn more about expedited shipping.
Order Issues:
16. What if I haven’t received my order within the estimated time?
We apologise for any delays. Sometimes, customs processes or unforeseen circumstances can affect delivery times. If your order hasn’t arrived within the estimated timeframe, please reach out to our support team, and we’ll investigate promptly.
17. How do I ensure the specifications of the product I want?
Each product page provides information about the item’s materials, dimensions, and craftsmanship techniques. If you have specific questions, our support team is here to help.
Order Modifications:
18. Can I make changes to an order I’ve already placed?
We understand that mistakes can happen, or preferences can change. Please contact our support team as soon as possible if you need to make changes to your order. We’ll do our best to accommodate your requests.
19. How can I reset my password if I’ve forgotten it?
If you’ve forgotten your password, click on the ‘Lost Your Password?’ link on the login page. You’ll receive instructions via email on how to reset your password securely.
Order Receiving Time:
20. When will I receive my order confirmation?
Once you’ve successfully placed an order, you’ll receive an order confirmation email within a few hours. Please make sure to check your spam folder if you don’t see it in your inbox.
21. How will I know when my order has been shipped?
We’ll send you an email with tracking information as soon as your order is on its way. This will allow you to monitor its journey until it reaches your doorstep.
Authenticity and Uniqueness – Provenance:
22. How can I be sure of the authenticity of the products?
We work directly with the artists, craftsmen, artisans, who have been honing their craft for generations, because they come from regions where certain art forms originated. Their work has got recognitions and validations on global platforms. Terracotta, Pattachitra, or Dokra, or any of the other artworks that you see in the ‘Gallery’ section – we bring them to you directly from these veteran artists who are known for their generational artistic contributions. This is as authentic as it gets. These are not first editions, second editions, digital prints or anything of that sort. We also offer a ‘Certificate of Authenticity’ and/or ‘Statement of Origin’ with each of these art pieces to carefully capture their originality and artistic value. These documents may vary depending on the type of art you are purchasing from us; we offer – Open Edition, Limited Edition and Exclusive artworks. Currently, we issue a physical provenance document with the artist’s name, their credentials (like experience, recognitions etc.), the region the artwork is coming from (its origin), and the Homessence Group ‘authenticity stamp’ so the provenance documents can’t be forged. At a later stage, we will offer this digitally, so we can use less paper in the process.
Authenticity of our art is our top priority. We maintain close relationships with our network of artists and artisans, personally curating each item to meet our high standards. We also offer personalised ‘Art Advisory Services’ to guide our patrons along the purchase process. Read more about our ‘Advisory Services’ in the section below. If you ever have any concerns about your purchase, our customer support team is always here to assist you. When you see the product and hold it in your hand, you will understand why we take pride in the artworks that we bring to you. Please note, the provenance documents are available only for the artworks from the Gallery section. For other products like woodware etc., we don’t provide any provenance document because those are not generational art forms. However, we assure you that even those come from wood sculptors and indie artists that explore specific art styles on wood, or other materials; we don’t purchase from aggregators, or wholesalers, or dealers; neither do we work with intermediaries.
23. Why do the products have slight variations in appearance? Our products are not mass-produced in a factory; they are meticulously handcrafted by skilled artisans. These variations are a testament to the authenticity and individuality of each piece, making them truly one-of-a-kind.
We believe that the time, care, and craftsmanship invested in our products result in unique treasures that carry stories, heritage, and artistry. Thank you for choosing to be a part of this journey and for valuing the beauty of patience and authenticity.
If you have any more questions or concerns, feel free to reach out to our dedicated customer support team. We’re here to provide you with an exceptional experience and help you appreciate the beauty of artistry and cultural tradition from around the world.
Personalised Art Advisory:
24. How do I identify an artwork’s originality, its cultural value, and most importantly, if it’s the right piece of art for me and my house?
Embark on an extraordinary journey of art acquisition with Homessence Group. We understand the unique desires and challenges faced by our valued patrons seeking authentic classical, modern, and ancient/prehistoric art forms from India and surrounding Eastern regions. The meticulous process of acquiring original artworks can often be accompanied by the desire to discover rare pieces, or curate personalised art, and the frustration of navigating through the intricacies of the art market, whether it’s lack of authenticity, or shipping and handling issues.
As the curators of classical and modern art of selective taste, we extend a refined Art Advisory Service, recognising the importance of personalised guidance in this intricate realm. Our commitment goes beyond transactions; it’s about crafting a collection that aligns seamlessly with the preferences, choices, and envisioned ambiance of our patrons. During our advisory service, we take the time to understand your desires, interests, and the essence you seek in the art you wish to acquire.
25. Is your advisory service chargeable?
For patrons acquiring directly from our artists, our advisory services are a complimentary offering, symbolising our dedication to fostering an enriching art acquisition experience. For those exploring Eastern Classical art from other distinguished artists, our chargeable advisory service ensures that the wealth of our expertise is extended beyond the walls of our own collection. Whether you are an individual art enthusiast, a collector, curator, or a business looking to invest in art for your business space, or your client’s dwelling, our Art Advisory Service at Homessence Group stands poised to transform your art acquisition aspirations into a reality. Schedule your complimentary discovery call of up to 15 minutes with us, and let the journey into the world of art curation begin.