FAQ's

A. Registration / Login / Contact & Password Details

- How can I register myself at hndmd.com ?

You can register yourself by clicking the “Create an account” link provided at the top right hand corner of our home page. Provide the details like name, email id, telephone, address and password and click the continue button.

Watch this video to view the Account Creation process at hndmd

- How can I login at hndmd.com ?

If you are a registered user then login at our website with your registered email id and password by clicking the “login” link provided at the top right hand corner of our home page.
 
- From where can I change my contact details or password?

Sign in at hndmd.com and go to "My Account". You can edit your contact details and change your password over there.

- What should I do if I forget my password?

Go to the Login Page and then click the "forgotten password?" link. It will then ask you for your email id. Kindly provide your email id with which you have registered at hndmd. An email will be sent to your email id to reset your password.

Watch this video to view the Shopping Process at hndmd

B. Payments

- Is the Payment System secured?

Yes, shopping at hndmd.com is 100% safe.  All the online payments are made through the trusted payment gateway PayUBiz.

- What is the Process at Payment like at hndmd.com  ?

• You Click on Checkout Button at hndmd
• You are taken to the Secure Payments Page
• You Pay through your Debit Card / Credit Card / Netbanking
• On Successful Payment you are redirected back to hndmd (Do not Refresh/close window at this stage as it can take some time)
• Once back to hndmd a confirmation email is generated and your order is marked as pending.

- What are the payment options available at hndmd.com ?

Following Payment options are available at hndmd:

1. Credit Card (Visa/ Master Card/ Diners Club International/ Amex)
2. Debit Card
3. Net Banking
4. EMI  (Citi Bank)

5. PayTM , Freecharge, Ola Money, Airtel Money, PayZapp and Yes Pay wallets

6. PayPal (for international customers shopping in USD, GBP and EURO only)

7. Cash on Delivery for Indian Customers


- What credit cards are supported?

1. Visa
2. MasterCard
3. Diners Club International

4. American Express

*Please note that we do not accept International Credit Cards as of now

- Which Bank's Debit Cards are supported?

All Visa/Master/Maestro/Rupay Debit cards are accepted.

- Payment through Internet Banking can be done through which banks?

We accept payment through Internet Banking for 38 major banks.

- Is the EMI option available?

Yes, EMI option is available. Currently, EMI option with the Citi bank is available.

- What should I do if my payment fails?

In case of successful payment, you will receive an email confirmation from hndmd.

In case of payment failure, please retry ensuring:
Information passed on to payment gateway is accurate ie. account details, billing address, password(in case net banking)
Your internet connection is not disrupted in the process.

If your account has been debited after a payment failure, it will be rolled back within 24 hrs. You can get in touch by writing an email on [email protected] for any clarifications.
 

- Is Cash-on-Delivery available (COD)?

Yes, we do dispatch orders with cash-on-delivery (COD) payments. Read the Cash on Delivery Terms

- What is 'Transactions' tab that I see in 'My Account' Section?

'Transactions' are the store credit, that we provide to our customers in case of small refunds or as loyality rewards. Store credit means, for the next time you shop at hndmd, your Bill amount automatically gets deducted by the 'Store Credit' amount, and you will have to pay only the balance amount.

eg. - If you have Rs. 10 as Store Credit and your Bill Amount is Rs. 100, Store credit automatically gets deducted and you will have to pay only Rs. 90.
 

C. Shipping

- Do hndmd.com ship internationally?

Currently No, we would be starting the same very soon.

-  Which all cities are currently catered by hndmd.com ?

hndmd.com offers pan-India shipping services. 

- What will be the mode of delivery?

hndmd.com ships through Delhivery, BlueDart, eKart, DTDC Courier and Cargo Ltd., XpressBees and other reliable Couriers within India.
However, depending upon your location and reach, we may also employ other domestic but reliable service providers (including Indian Post's - Speed Post for remote areas) to deliver products.
As a practice, once we ship your product (s), we share the tracking code with you and the service provider’s website so that you can easily understand the status of your shipment.

Remote Area Shipments (J&K, North East, Kerala, Andaman and Nicobar and Lakshwadeep Islands) and those shipments sent via Indian Post can take upto 7-20 days to deliver post shipment.

- What are the shipping charges on hndmd’s products?

hndmd.com, levies shipping charges based on the weight of products.

- How long will it take to receive the ordered products?

We attempt to process every order and ship within 3-4 business days, but if your order contains art supplies this process can take up to 4-7 days. We have attempted to notify the expected shipping times along with each product. The exact shipping time depends on the availability of certain products and will be communicated during the process of ordering. Depending upon your location within India, post shipping, this should take an overall 3-7 business days to get delivered. In case of customers availing FREE shipping and their ordered products contain heavier items such as Papers, Clays, Easels and other machines and tools, the orders would be shipped using surface mode, which has a longer time of transit. While we try faster shipping, in the case of FREE shipping, the mode of shipping would be at the sole discretion of the seller.

Remote Area Shipments (J&K, North East,Kerala, Andaman and Nicobar and Lakshwadeep Islands) and those shipments sent via Indian Post can take upto 7-20 days to deliver post shipment.

- Do I need to be at home to receive a delivery?

We strongly recommend that you be present at the shipping address to receive your order. If you are not at home, your order may be left in a safe place if you have given any instructions on where to leave the order in delivery instructions to the courier, at which point it becomes your responsibility. If you have not left instructions on where to leave the order, our courier partners will try delivering it again at a later date and will try to contact you on phone numbers supplied by you. If they can’t contact you, your order may be returned to us and re-delivery charges will be applicable on the order. In case you ask for a refund, you will be refunded the amount minus the forward and reverse shipping charges as per what we have been charged by the courier.

In case of refusal of order at the time of delivery, forward and reverse shipping charges would be deducted before refund because the courier companies charge us for both the forward and reverse shipping. In case the order was utilizing Free Shipping benefits, still the forward and reverse shipping charges would be deducted from order amount before refund as per the amounts charged by courier partners to us once we receive the return shipment back 

In case the shipment is marked delivered by courier and not received by you, please notify us within 2 days of the marked date of delivery.

- What if I mistakenly entered the wrong address while placing the order?

Drop us a mail. It the order has not been shipped yet, we would update your address and send it to the new one. If the items have been shiiped from our location and/or has returned back, re-delivery charges would be applicable on the order. In case you ask for a refund, you would be refunded the order amount minus the forward and reverse shipping charges.

D. Returns

Returns are only accepted in case of products with transit damage or manufacturing defects / damaged products only in these Indian Brands. We would NEED an unboxing video for such returns. The products must be unused and with the original packaging. In case you still want to return a functioning product (if approved), you will have to bear the return shipping charges. Once we receive the product back in an unopened state in the original packing, we will initiate a store credit for the product amount.

• Notify us of any transit defects within 3 days from the date of delivery, and we will issue a brand-new replacement to you at no extra cost.
• The following shall not be eligible for return or replacement -
  • Damages due to misuse of product;
  • Incidental damage due to malfunctioning of product;
  • Any consumable item which has been used or installed;
  • Products with tampered or missing serial numbers;
  • Any damage/defect which is not covered under the manufacturer's warranty (if any);
  • Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered;
  • Imported Products are received sealed and are sold on an as-is basis. In case of any manufacturing defect within the sealed product kindly contact the brand directly, our liability for Imported products is limited to any damage caused during transportation/transit
  • Products from these categories - Online Courses, Kits, Moulds 
  • Orders without unboxing videos shared
    

- How do I return products to hndmd.com?

Write to us at [email protected] to apprise us of any issues with the products you have received and would like to place a return request for. We would then initiate the process as per the policy

- How will I be refunded for the return?

On successful processing of the refund, the refund amount of invoice value plus self-shipping reimbursement (only in case of manufacturing defect and if you have shipped your return back yourself) would be credited to you as 'Store Credit'. You can use this credit to make further purchases at HNDMD (the amount would automatically get deducted from your order total)

E. Cancellation

- Can I cancel my order after it is placed?

HNDMD has no cancellation policy. We can consider the possibility of cancellation if the products are not packed on a case-by-case basis at the sole discretion of HNDMD.

F. Out of stock items:

All efforts will be made that your orders are supplied in full. However, sometimes it does happen that some products, which you order, are out of stock. In that case we will contact you by phone or email so that you can choose another product if you wish. If the substitution is not possible, we will ship the remaining goods. If we have received the payment in excess, we will refund the amount to your account.

F. Gift Cards:

- How do I buy/ gift a Gift Voucher ?

• Enter the name and email address of the person you want to send the Gift Voucher, enter the value of the voucher you would like to purchase, then click on check box and click "Continue".
• You will see a message “Thank you for purchasing a gift certificate! Once you have completed your order your gift voucher recipient will be sent an email with details how to redeem their gift voucher.” Click Continue.
• You will be taken to shopping cart. Click Checkout. Fill in the login details and address. Proceed to pay through your preferred choice.

Once you have completed the checkout process, you will receive an email with the Gift Voucher details.

- How do I pay with a Gift Voucher ?

• Go to hndmd.com and select the items you want to purchase. After adding the product to your card. Go to shopping cart.
• Select “Use Gift Voucher” option
• Enter your gift voucher number and apply voucher

If the amount of your Gift Voucher doesn't cover your order total, you will be prompted to select an additional payment method.

IMPORTANT: Funds will be deducted from your Gift Voucher at the time you place your order. In case of any adjustment or cancellation at a later stage, we will (re)issue funds as store credit to your account.

- Is there a limit on how many Gift Vouchers that can be used per order?

One

- How many times Gift Voucher can be used?

Gift Voucher amount needs to be redeemed in a single order. Any leftover amount in the voucher after the first order is void and cannot be reissued or redeemed