Frequently Asked Questions (FAQ)
Frequently Asked Questions
Welcome to our FAQ page! Here you'll find answers to the most common questions about our handmade products, ordering, shipping, and policies.
About Our Products
Q: Are all your products really handmade?
A: Yes! Every single product in our store is 100% handmade by us personally. We take pride in our craftsmanship and attention to detail in each item we create.
Q: Why do handmade products have slight variations?
A: Because each item is individually crafted by hand, slight variations in color, size, pattern, and appearance are natural and expected. This makes each piece unique and one-of-a-kind. Natural materials like gemstones and fabrics also have inherent variations that add to their authentic beauty.
Q: What materials do you use?
A: We use high-quality materials including genuine gemstones (Imperial Jasper, Serpentine, Sponge Coral), premium cotton fabrics, Turkish Kilim textiles, and other authentic materials sourced from around the world including Madagascar and Turkey.
Q: Can I request custom or personalized items?
A: Please contact us at support.anenterprises@gmail.com or +91 96522 73458 to discuss custom orders. We'll be happy to explore possibilities based on your requirements.
Q: Do product colors look the same in person?
A: We strive to photograph our products accurately, but colors may appear slightly different on various screens and devices. Natural materials may also have color variations.
Ordering & Payment
Q: How do I place an order?
A: Simply browse our products, add items to your cart, and proceed to checkout. You'll need to provide your shipping information and complete payment through PayPal.
Q: What payment methods do you accept?
A: We accept payment exclusively through PayPal. PayPal accepts credit cards, debit cards, and PayPal balance payments.
Q: Do I need a PayPal account to order?
A: No, you can check out as a guest through PayPal and pay with your credit or debit card without creating a PayPal account.
Q: Is it safe to order from your website?
A: Absolutely! All transactions are processed securely through PayPal's encrypted payment system. We never see or store your payment information.
Q: Can I cancel or modify my order?
A: You can cancel or modify your order within 24 hours of placing it by contacting us immediately. Once your order has been processed and shipped, it cannot be cancelled or modified.
Q: Will I receive an order confirmation?
A: Yes! You'll receive an email confirmation immediately after placing your order, and another email with tracking information once your order ships.
Shipping & Delivery
Q: How long does shipping take?
A: Processing time is 1-2 business days, and transit time via FedEx is 3-6 business days. Total delivery time is approximately 4-8 business days from order placement.
Q: Do you ship internationally?
A: Yes! We ship worldwide via FedEx to most countries and regions.
Q: How much does shipping cost?
A: Shipping costs are calculated at checkout based on your destination and package weight. The exact cost will be displayed before you complete your purchase.
Q: Will I receive tracking information?
A: Yes! Once your order ships, you'll receive an email with your FedEx tracking number and a link to track your package in real-time.
Q: What if my package is lost or damaged?
A: If your package is lost or arrives damaged, please contact us within 7 days at support.anenterprises@gmail.com with photos (for damaged items). We'll work with FedEx to resolve the issue and arrange a replacement or refund.
Q: Do I have to pay customs fees for international orders?
A: International customers are responsible for any customs duties, taxes, and import fees charged by their country. These fees are not included in our product or shipping prices and vary by country.
Q: Where do you ship from?
A: All products are handmade and shipped from our location in Kancheepuram, Tamil Nadu, India.
Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day money-back guarantee. You have 7 days from delivery to initiate a return. Items must be unused and in original condition.
Q: How do I return an item?
A: Contact us at support.anenterprises@gmail.com or +91 96522 73458 within 7 days of delivery with your order number and reason for return. We'll provide return instructions.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is defective or we made an error. We recommend using a trackable shipping service.
Q: How long does it take to receive a refund?
A: Refunds are processed within 5-7 business days after we receive and inspect your returned item. The refund will be issued to your original PayPal payment method. Please allow 5-10 business days for the refund to appear in your account.
Q: Can I exchange an item?
A: We don't offer direct exchanges. Please return your original item for a refund and place a new order for the item you prefer.
Q: Are shipping costs refundable?
A: Shipping costs are non-refundable, even if you return your order (unless the item is defective or we made an error).
Product Care
Q: How do I care for my pillow covers and cushions?
A: Spot clean with mild detergent and cold water. Air dry flat. Avoid machine washing and harsh chemicals to preserve the handmade quality and colors.
Q: How should I care for gemstone jewelry?
A: Store in a soft pouch or jewelry box. Clean gently with a soft, damp cloth. Avoid harsh chemicals, perfumes, and prolonged water exposure. Remove before swimming or bathing.
Q: Can I wash Turkish Kilim pillow covers?
A: Hand wash gently in cold water with mild detergent. Lay flat to dry. Do not machine wash or use bleach to preserve the vintage textile quality.
Contact & Support
Q: How can I contact you?
A: Email us at support.anenterprises@gmail.com or call +91 96522 73458. We respond to all inquiries within 24 hours during business days (Monday-Saturday).
Q: What are your business hours?
A: We process orders and respond to inquiries Monday through Saturday, 9:00 AM - 6:00 PM IST. We are closed on Sundays.
Q: Do you have a physical store?
A: We primarily operate online, but you can visit our location in Kancheepuram, Tamil Nadu, India by appointment. Please contact us in advance.
Still Have Questions?
If you didn't find the answer you're looking for, please don't hesitate to contact us:
Email: support.anenterprises@gmail.com
Phone: +91 96522 73458
Response Time: Within 24 hours
We're here to help and ensure you have a wonderful shopping experience with anenterprises!