FAQ

Q: Do all products have ready stock?
Answer: Yes, most of the products have ready stock in our warehouse except for made upon order and customized products.

Q: When will my order be shipped?
Answer: Orders with ready stock is expected to be shipped between 7 to 10 business days except for made upon order products & large and heavy items (up to 15 to 20 business days). Please allow for a few extra days beyond the estimated delivery date for unforeseen delays such as peak season, customs holiday, unsuccessful delivery attempt and etc. 

Q: Can I get a replacement or refund if a product is faulty?
Answer: Yes, you are eligible for a replacement or refund if the item you received is faulty. Please take a picture or send us a short video through info@rootartisan.co or Whatsapp +6012 4850193, and we will attend to you as soon as possible. Please note that items that are damaged due to normal wear and tear, improper care, or accidental damage are not considered to be faulty. Due to the nature of the handmade process, slight imperfections such as minor variations in size, colour, and finish may occur and will not be considered as faulty product. 

Q: Can I cancel my order?
Answer: There is a cancellation window of 24 hours where we may be able to cancel your order prior to order being processed. If you would like to cancel your order, please contact our support team at info@rootartisan.co or Whatsapp +6012 4850193. Do note that all custom-made items within your order cannot be cancelled. 

Q: Do you provide installation service?
Answer: We are working on it but unfortunately installation service is not available at this moment. Most of our products are shipped assembled, but feel free to reach out to our customer service team if you wish to confirm if any self-installation needed for any product.

Q: How can I reach you for more information?
Answer: More questions? Please do not hesitate to email us at info@rootartisan.co or Whatsapp +6012 4850193.