Frequently Asked Questions

GENERAL

How is my account and payment info secured?

When you pay online, you are redirected to our payment processor’s secure portal. All payment information is securely collected via our payment processor directly. Our website does not collect or store any credit/debit card details or any other payment information which is entered by you while completing your transaction. We also do not have access to your account password which is protected by a secured platform.

Do you have a physical store?

No we do not have a physical store. After placing an order online through our website, you can pick up the order from our Gurgaon studio after informing us on WhatApp 9899809240.

What is the origin of your products?

All our candles are handmade in our Gurgaon studio. Raw materials of other products are locally manufactured and procured.

What is the best way to contact you?

For any general queries regarding products, pricing or website, you can send us an email at myartsydecor@gmail.com or WhatApp at 9899809240.

PLACING ORDERS

How do I complete my order?

Once you add a product to your cart, you can see an instant notification. You can click the notification link and see the item(s) added to your cart. You can also open your cart by clicking on the cart icon on the top right corner. On the product page, you can also see the breakup of the total amount to be paid. You can click on the checkout button and fill up your contact information and then select your shipping and payment methods to complete your purchase.

How do I get more information about an item?

In case you have any questions about a product, you can call us or WhatsApp at 9899809240. You can also send an email to myartsydecor@gmail.com. We will reply to you within 24 hours.

Do I need to register on your website to place an order?

No, creating an account is optional. You can easily complete your order as a guest. However, by creating an account you can easily track your orders.

Can I place an order on Instagram or WhatsApp?

Yes you can place an order on Instagram–@myartsydecor or WhatsApp at 9899809240. Please share the screenshot of the product with your specifications.

Can I change my shipping or billing address after an order has been placed?

Yes, you can do so by contacting us through WhatsApp 9899809240, provided that your order has not been shipped yet.

What should I do if I want my order early?

You can opt for express shipping while placing your order. Charges vary from location to location.

What if I don’t receive an order confirmation?

The order acknowledgement email is sent to you as soon as you complete the order. If for some reason the email does not get delivered to you, it is possible that the information you entered might have been incorrect. Please contact us on Whatsapp at 9899809240 and we will check and send the confirmation.

What if I want to order a product that is sold out?

In such a case, you can reach out to us on Whatsapp 9899809240, and we can provide you information on if and when we can send you the product. In some cases, you can also place pre-order for the particular item.

Can my product be gift wrapped?

Yes, it can be gift wrapped, which will include a gift box, name tag, your special message, ribbon tied on the box, etc. All this will come at Rs 200 extra. You can select the ‘Gift Wrap’ option on the product page while placing the order.

Can I cancel an order?

We regret that we do not have a cancellation policy. Orders once placed, cannot be cancelled as most of our products are handmade and personalised.

PAYMENTS

What payment options are available?

The following payment options are available on the website:
Credit Card, Debit Card, NetBanking, UPI through Razorpay. If you purchase via Instagram, then you can pay by Gpay or PayTM (9899809240 for both.). After your Gpay or PayTM payment, please share a screenshot of the payment. We do not have Cash on Delivery (COD) option.

What if I face issues paying online?

If you face a payment issue during checkout, try again after a couple of hours and if you are still not able to complete the transaction online, please contact us on WhatsApp at 9899809240 and we will try to resolve the issue.

Do you send physical invoice?

No, we do not send paper invoice as it is not environment-friendly. However, if you need a physical invoice, send us a message on WhatsApp at 9899809240. The message has to be sent before the product is shipped.

Can I get a GST invoice?

Yes you can get a GST invoice if you have a registered business. After you place the order, please send us an email at myartsydecor@gmail.com with your order number and GST details within 48 hours. Once the order has been delivered to you, we will send you the GST invoice via email.

SHIPPING AND TRACKING

How do I check the estimated delivery date of my order?

Once you have placed your order, you can check the status via the tracking link shared with you through email.

Do I need to pay any extra charges for shipping?

We do not charge any shipping fee for our standard shipping service. However, if you opt for express shipping, there is a cost as per your region.

Do you ship internationally?

No, at the moment, we do not ship overseas.

How quickly do you dispatch the orders?

Most of our products are handmade, which are dispatched within 2 working days of receiving the order. Customised products are despatched within 3-5 working days.

Where will the shipment be coming from?

All shipments are packed and dispatched from our warehouse in Gurgaon, Haryana, India.

How do I track the status of my order?

After you place the order, you will get an email notification with the details of your order. You can track the shipment by clicking on the link provided in the email.

RETURN AND REFUND

Can I return a damaged, defective or incorrect product?

While we pack our products with a lot of care and ensure that the product reaches our customers safely, in an unlikely event, the product may get damaged during transition. Please send us a photo of the damaged product and box within 2 hours of receiving your order on the WhatsApp no. 9899809240. Also, take a video of unboxing the box. We will resolve this issue as soon as possible. Our handmade products, natural stone products may have unique texture, colour, shape and size. These natural aberrations are not considered as defects.

Can I return a product if I don’t like it?

We do not have a return policy except the above case. Please read our Return and Return Policy carefully.

BULK ORDERS

How can I place a bulk order?

You can write to us on WhatsApp at 9899809240 or email us at myartsydecor@gmail.com. Share your order query and our team will get in touch with you at the earliest.