Terms and Conditions

RETURNS AND EXCHANGES
We stand behind our products 100% and work with the best manufacturers in Turkey to produce the highest quality textiles that will meet your expectations.

If you are not completely satisfied with your purchase, we will gladly offer you an exchange or refund of the merchandise price within 14 days of receipt of the product. Please note that return shipping charges are non-refundable, unless the item received is incorrect or damaged.

(Note: Please be aware that most Roots Artisan items are hand loomed, meaning occasional variances in color-way or irregular patterns may occur, along with other loom inconsistencies. This is normal and to be expected with the nature of hand loomed products.)

RETURN POLICY

All returns and exchanges must be made within 14 days of the receipt date. Please read for further details and limitations.

Notice of Defects/Returns:

The Buyer must make any claims of defects, including but not limited to those related to shortages, quality, or specification, within the first 7 days after the receipt of merchandise. It is the responsibility of Buyer to inspect upon receipt, that all merchandise delivered matches its order.

Once merchandise is washed, used, damaged or altered in anyway, the Buyer cannot return or make a claim relating to such merchandise. All items must arrive unused and in the original packaging.

HOW DO I RETURN AN ORDER?

It is the responsibility of Buyer to inspect upon receipt, that all merchandise delivered matches its order. All returns must be made within 14 days of receipt of goods.

1-To return an item, please submit a return request via our info@rootsartisan.com email address. You can return your purchases for any reason within 14 days of purchase. Please include your order number and the reason for your return. We will review your request and issue you a Return Authorization number upon approval. The form will be emailed to you. Please note that return shipping charges are non-refundable, unless the item received is incorrect or damaged.

2- Carefully pack your order and return goods with completed RA form to Roots Artisan.

3- Once we receive your returned order we will refund your full purchase cost to your account and email you a notification within 48 hours.

We recommend you use the ‘registered post’ option when sending your order back to us. This option will allow you to track the delivery to us. As you are the sender, you are responsible for the safe delivery to us.

HOW DO I EXCHANGE AN ITEM?

  1. Return your item following our returns procedure.
  2. Place and pay for the correct item on our online store and we will ship it out to you immediately.
  3. Once we receive your returned order we will refund your purchase cost for the returned item and email you when complete.

HOW DO I RETURN A FAULTY ITEM?

First of all, we apologise if you have received the wrong item or a faulty item.
Please contact us and we will do our best to rectify the error. If possible we will offer you a replacement item at no further cost to you or provide a full refund.

WHO IS RESPONSIBLE FOR THE RETURN POSTAGE COSTS?

Roots Artisan will refund the purchaser for the return postage costs if the item is faulty or not the item they ordered. If you have changed your mind or ordered the wrong colour / towel then the purchaser is responsible for the return cost and the safe delivery to us.

To return an item for any reason, please send the unused items in the original packaging with the order number, purchase online receipt and return authorization number to:

Roots Artisan Peshtemals Sdn Bhd

No.7 Jalan Pinggiran 6/3

Horizon Hills, 79100 Nusajaya

Johor / MALAYSIA

+60 7 509 7001 / +60 17 785 7656

 

CUSTOM/ SPECIAL/ WHOLESALE ORDERS

We are happy to serve hotels, spas, weddings, & events inquiring about special orders, customization, & bulk order pricing. We are happy to create a custom design for your specific needs. Please contact info@rootsartisan.com with your request, we will be in touch with you shortly.

PRIVACY

Please be assured that as a customer of Roots Artisan, we collect the information necessary to fulfill your order, and your information is kept safe and encrypted in our system. We will not sell or loan your information to any third party. When joining our mailing list, we will only send you occasional ‘new product’ notifications or special offers or promotions we are having.

SHIPPING

Malaysia Shipping with POS Laju

In Malaysia, we ship via Pos Laju, the leading courier company in Malaysia.

Orders placed on Monday through Friday before 12pm (excluding holidays) are shipped on the same day. Orders placed after 12pm are shipped the next business day. Orders placed on Saturday and Sunday will be processed and shipped the following Monday.

For Standard Ground shipments and standart in-stock items, most orders are delivered within 2-5 business days.

*Business days do not include holidays. We are not responsible for, and are excused from, performing due to events outside of our control, including but not limited to weather-related delays, work stoppages or delays, or other unexpected circumstances.

A tracking number will be notified via email upon payment confirmation.

To check your order status or for any other inquiries, please contact us via info@rootsartisan.com

International Shipping with DHL

For International orders, our partner shipping company is DHL which is one of the most reliable and respectable companies in its field. We offer you two options:

If you want a super fast and super reliable delivery then we recommend you to choose DHL Express, which will deliver your order in 2-5 business days depending on your country.

Orders placed on Monday through Friday before 2 pm (excluding holidays) are shipped on the same day. Orders placed before 10 am on Saturday are shipped on the same day. Orders placed on Sunday will be processed and shipped the following Monday.

If your order is below 2 kg and you are not rushing for your delivery, you may choose option of DHL Globalmail Packet Plus which will deliver your order in 7-20 days depending on your country and more economically. Below you may find DHL Globalmail Packet Plus delivery times for each country:

Singapore/ Hong Kong         4-7 days

Japan                                 6-10 days

Australia                             7-12 days

South Korea                        7-20 days

Customs, Duties and Taxes

The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient, because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information.

To avoid a delay in receiving your order from customs, consider the following:

  • Provide us with a phone number where you can be reached by customs when the product arrives. This phone will be listed on the commercial invoice so customs can reach you to clear your order.
  • Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
  • We do not refund original shipment charges for goods that are refused for delivery at customs.

Custom/Special/Wholesale Orders

We are happy to serve hotels, spas, weddings, & events inquiring about special orders, customization, & bulk order pricing. We are happy to create a custom design for your specific needs. Please contact info@rootsartisan.com with your request, we will be in touch with you shortly.

How do I know if my items are available for immediate shipment?

If the item is not in stock, an inventory status and expected ship date will appear as a message in the shopping cart. Occasionally, we find that an in-stock item is damaged or defective when we fill an order – and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we will strive to fulfill your order promptly; we’ll also notify you immediately. This delay will not incur further charges.

What if an item is on backorder?

We strive to maintain inventory on all product. However, if an item is on backorder you will see a backorder message in your shopping cart with the expected in-stock date. Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the backorder message displays. If this is the case, you will be notified via email as to the status of that particular item.