Frequently Asked Questions

Simply browse our collections, add the pieces you love to your cart, and proceed to checkout. You can pay using any of our supported payment methods, and you’ll receive an order confirmation as soon as your payment is confirmed. From there, your order moves into processing and Quality Control before it’s dispatched — you can read more about that journey in Shipping & Delivery.

No. You’re welcome to check out as a guest without creating an account. That said, creating a free account lets you track your order history, save your addresses for faster checkout, and build a Wishlist — so it’s worth the extra minute if you plan to shop with us again.

A SAARTHI account gives you a single place to view your order history and invoices, save your delivery addresses, track active shipments, and maintain a Wishlist of pieces you’re considering. It also makes reordering and requesting support on a past order much quicker, since we already have your details on file.

Yes. If you have a SAARTHI account, you can save any product to your Wishlist and come back to it whenever you’re ready to buy. It’s a handy way to plan ahead for a gift, compare a few pieces before deciding, or simply keep track of something you’ve fallen in love with while you wait for the right moment — or the right budget — to bring it home.

You can request cancellation of an eligible order any time before it has been dispatched, and we’ll issue a full refund. If you need to change something instead — like a delivery address, size, or colour — contact our support team as soon as possible and we’ll do our best to accommodate the change, though we can’t guarantee it once an order has entered Quality Control or production. Customised and Made-to-Order pieces cannot be cancelled once production has begun.

Yes. A copy of your invoice is available in your account under order history, and can also be requested at any time from our customer support team. If you’re purchasing for business use and need a GST-compliant invoice with your GSTIN reflected on it, just share those details with us at the time of ordering.

We accept UPI, debit and credit cards, net banking, digital wallets, PayPal, and bank transfer, in addition to Cash on Delivery for eligible orders (see below). International customers can pay using PayPal or an internationally accepted card, with the amount shown in your local currency at checkout. All payments are processed securely through our third-party payment partners — we never store your complete card details.

Yes, Cash on Delivery is available within India for orders up to ₹1,500. For orders above this value, we ask that you pay through one of our prepaid methods, such as UPI, card, or net banking, so that we can process and dispatch your order without delay.

Prices on our website are shown in the currency detected for your region, and international orders can be paid securely through PayPal or an internationally accepted card. Please note that customs duties and import charges applicable in your country are generally separate from the displayed price, unless Delivered Duty Paid shipping applies to your order.

Yes. All prices shown to customers in India are inclusive of applicable Goods and Services Tax (GST), so the price you see on a product page or in your cart is the price you pay — there’s no tax added as a surprise at the final checkout step. International prices work differently, as explained above.

Yes. If you’re purchasing for business use and would like a GST-compliant invoice for your records, please share your GSTIN with our support team at the time of ordering, or shortly afterwards, and we’ll make sure it’s correctly reflected on your invoice.

Orders are generally processed within one to two business days of payment confirmation, though this can take a little longer for Made-to-Order or Customized pieces, Bulk Orders, or during peak seasons. Every order also passes through our internal Quality Control inspection before it’s handed to our courier partner.

Before any piece leaves our workshop, it’s carefully inspected to make sure it meets our standards for finish, condition, and accuracy against your order. Because our products are handcrafted rather than mass-produced, this step matters — it’s how we catch issues before they reach you, not after. An order is only packed and handed to our courier once it has passed this inspection.

Domestic deliveries typically arrive within two to ten business days of dispatch, depending on your location and the courier partner handling your shipment. Remote or less-serviced areas may sit toward the higher end of that range. These are estimates rather than guaranteed dates.

International deliveries typically take twelve to fifteen business days from dispatch, depending on your destination and local customs processing. For most countries, import duties, taxes, and clearance charges are the customer’s responsibility. For select countries, we may offer Delivered Duty Paid shipping, where we prepay these charges on your behalf.

We currently offer free shipping on domestic orders above ₹999, with a flat shipping charge applied below that threshold. Because shipping charges and thresholds can change over time, the exact charge applicable to your order is always calculated and confirmed at checkout before you pay. Express shipping is also available on selected routes for an additional charge, subject to availability.

Yes — once your order is dispatched, we’ll share tracking details by email, SMS, WhatsApp, or through your account, wherever the courier supports it. If you need to change your delivery address, please let us know before dispatch; once an order has shipped, an address change generally isn’t possible.

For deliveries within India, you may request a return within seven days of delivery if your product arrived damaged, is the wrong item, has a manufacturing defect, is substantially different from its website description, or is missing components we were meant to include. We aren’t able to accept returns simply because you’ve changed your mind.

International returns generally aren’t available, other than where required by local law, largely because return shipping across borders is often impractical and costly. That said, if your order arrives damaged, defective, or incorrect, please contact us with photographs — we’ll always look at the circumstances individually.

Please inspect your package at the time of delivery where possible, and if you notice damage, photograph and, ideally, video the package before and while opening it, then contact our support team within 48 hours with the evidence and your order details. We’ll review your claim and offer an appropriate resolution.

In many cases, yes — subject to stock availability and the condition of the item being returned. Once we’ve reviewed your return, our team will recommend the most appropriate resolution for your specific situation, which may be a replacement, an exchange, a partial refund, or a full refund.

Refunds are processed once your return has been approved, received (where applicable), and inspected, and are issued to your original payment method. If the issue was our error, we cover return shipping and refund it in full; if the return is for another approved reason, return shipping is generally the customer’s responsibility.

Because it’s genuinely handmade. Every SAARTHI piece passes through the hands of an artisan, not a machine — so small variations in colour, finish, wood grain, carving, and dimensions are part of what makes it yours and no one else’s. We photograph our products carefully to represent them accurately, but no two handcrafted pieces are ever perfectly identical.

No. Variations in colour, finish, wood grain, texture, dimensions, brass polish, and carving detail are natural characteristics of handmade goods, shaped by the artisan and the raw material itself, not manufacturing defects. They aren’t grounds for a return — we mention this upfront precisely so there are no surprises.

It can — brass is a natural, reactive material, and gentle oxidising or tarnishing may develop over time, especially with exposure to moisture or humidity. This is completely normal and part of the character of a genuine brass piece rather than a fault. A light, regular polish with a soft cloth (or a brass-safe cleaner) will keep it looking its best.

Slight colour changes can happen with prolonged exposure to direct sunlight, which is true of natural wood generally — it’s part of how real wood ages, unlike painted or laminated surfaces. We recommend positioning wooden pieces away from harsh, direct sun where possible, and using a soft, dry cloth for regular dusting.

Some furniture pieces require simple DIY assembly, which we’ll note on the product page where applicable, along with any tools needed. For day-to-day care, we generally recommend a soft, dry cloth for dusting, keeping pieces away from direct sunlight and excess moisture, and a gentle polish for brass items.

Yes — depending on the piece, we offer options such as laser engraving, UV printing, gift messages, and custom packaging, so you can turn a beautiful product into something truly personal for a wedding, anniversary, or milestone gift. Let us know what you have in mind and we’ll confirm what’s possible, along with any additional lead time.

Yes. We work with businesses to add logo branding to selected products for corporate gifting, client events, and employee milestones — a thoughtful, handcrafted alternative to generic corporate merchandise. Reach out with your requirements, quantities, and timeline for options, pricing, and lead times.

Minimum order quantities vary depending on the product and the type of customisation involved — a small engraving run and a fully branded corporate gifting order will naturally have different thresholds. Please contact our team with the details of what you’re looking for.

Customised and Made-to-Order products cannot be cancelled once production has begun, since they’re created specifically to your order and the materials and artisan time are committed to it from that point. If you’re unsure about specifications, we’re happy to confirm details with you before production starts.

Yes, corporate gifting is a significant part of what we do. We can help you select and, where appropriate, customise or brand pieces for client gifting, employee milestones, festive gifting, or event favours. Contact our team with your requirements, budget, and timeline.

Yes. Bulk and wholesale orders may have their own pricing, shipping arrangements, and lead times — including, where relevant, palletised shipping and freight quotations — which we’ll confirm with you directly before you place the order. There’s currently no fixed maximum quantity.

Yes, we ship worldwide and regularly work with export and business buyers across a range of industries, from retail to hospitality to corporate gifting. We can provide a GST-compliant invoice for business purchases where a valid GSTIN is provided.

Samples are available on a paid basis ahead of a bulk order, so you can evaluate the quality, finish, and craftsmanship firsthand before committing to a larger quantity. We’re also open to discussing reseller arrangements — contact our team to start the conversation.

When you buy directly from us, you’re dealing with SAARTHI itself — not a third-party marketplace listing — for every part of your order, from customisation requests to after-sales support. It’s also the only place you’ll find our full range, our latest pieces, and direct access to our team.

Every product sold on saarthionline.com is sourced directly through our own artisan network and manufacturing partners, so buying from our official website means buying straight from the source, with no intermediary reseller in between. We’re proud of where our pieces come from.

We use eco-friendly packaging wherever reasonably possible, balancing sustainability with the level of protection a handcrafted piece needs to travel safely, sometimes across long distances. We’re always looking for ways to reduce unnecessary packaging.

You can reach us by phone or WhatsApp at +91 9783405001, or by email at [email protected]. Our team is based in Jaipur, close to where much of our range is crafted, and genuinely enjoys hearing from customers.

We aim to respond within approximately three to four business hours during our business hours below, though busy periods around festivals and sale events may occasionally take a little longer. For urgent order queries, WhatsApp is usually the fastest way to reach us.

We’re available seven days a week, Monday to Sunday, 9:00 AM to 9:00 PM IST — so you don’t need to wait for a weekday to get in touch. For the quickest response, WhatsApp us; for anything detailed, email [email protected] instead.