Everything you need to know about the product and billing.
Once you place an order on The Aartisian, you’ll receive a confirmation email with your order details.
Because we’re a curated marketplace, each item is shipped directly by the independent maker you’ve purchased from.
You can:
Check your order status anytime in My Account → Orders
Use the tracking link provided once the maker dispatches your order
Contact the seller directly via your order page if you have questions
If you need extra help, our Customer Success Team is always here to support you.
As our products are handmade and often made to order, cancellations or edits depend on how far along the maker is in the process.
Please:
Contact the seller as soon as possible via your account/order page
If the item hasn’t entered production or been dispatched, the seller may be able to help
Once an order has shipped or production has started, cancellation may not be possible.
Canceling your order is the last thing we want to do but some situations come up where cancellation is the best option to save you time and money. If your order is canceled, you won’t be charged. Find more information about auth holds.
The most common reasons an order might be canceled are:
Orders can also be cancelled if:
The seller is unable to fulfil the order (materials, capacity, or timing)
There was a payment or verification issue
The item was no longer available
If this happens, you’ll be notified and refunded automatically according to our refund policy.
Return labels are provided by the individual seller, not automatically generated.
To request one:
Go to My Account → Orders
Contact the seller directly with your return request
The seller will guide you through their return process if your item is eligible
Click “Lost your password?” on the login page and enter your email address.
You’ll receive a secure link to reset your password.
Log in to your account and go to:
My Account → Account Details
From there, you can update your password at any time.
We’re always sorry to see you go 💛
To close your account, please contact our support team using the contact form. We’ll help you safely close your account and answer any questions along the way.
Once a seller approves and processes your return, refunds are issued back to your original payment method.
Please note:
It can take 5–10 working days for banks to process refunds
You’ll receive confirmation once the refund is issued
If it’s taking longer than expected, feel free to reach out to us.
Returns are handled directly with the seller.
To start a return:
Visit My Account → Orders
Select the order and message the seller
Follow the seller’s specific return instructions
As items are handmade, return eligibility may vary by product.
After submitting your return, please allow at least 2-3 weeks of processing time before checking your refund status.
Each seller on The Aartisian sets their own return policy, which you’ll find on the product page and seller profile.
In general:
Custom or personalised items are usually non-returnable
Items must be returned unused and in original condition
Buyers are responsible for return shipping unless stated otherwise
If your order hasn’t shipped yet:
Contact the seller immediately via your order page
Once an order has been dispatched, delivery addresses usually can’t be changed.
Delivery availability depends on the individual seller and the shipping options they offer.
To check:
Enter your postcode on the product page before checkout
Review the seller’s shipping details on their profile
Many of our makers ship across the UK and internationally, but delivery areas, rates, and times may vary.
The Aartisian accepts secure online payments at checkout, including:
Major debit and credit cards
Other payment methods supported by Stripe (availability may vary by location)
All payments are processed securely, and your payment details are never shared with sellers.
We send notifications to keep you informed about important activity related to your account, such as:
Order updates and dispatch confirmations
Messages from sellers
Refund or return updates
Account or security-related alerts
You can manage some notification preferences in My Account.
The Seller Feedback Rating reflects the experience buyers have had with a particular maker.
It’s based on:
Buyer reviews and ratings
Order fulfilment and communication
Overall customer experience
Feedback helps our community stay transparent and supports our makers in continually improving their craft and service.
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