Frequently Asked Questions

Need some help? Our most frequently asked questions are available to support you. If you still need any clarifications feel free to email us at mail@artisanfurniture.net
General

We do not supply to the public, only to trade customers.

In simple words, we provide furniture delivered directly from the manufacturing factory to the wholesaler, retailer or their end customer (on their behalf).

You can create a trading account by clicking here.

No, we do not have a showroom and the best way to view our products is to visit our website.

No. We do not offer any hard copy product catalogues because we are constantly introducing new lines. You can view all the products online at www.artisanfurniture.us and after creating a trade account download the same for your marketing and website uploads.

After signing up to a trade account you can download product pictures and product information.

No, as the product descriptions and romance copies are exclusive to us. You are only authorised to upload the downloadable content from your trading account dashboard. You can change the description to your own unique style.

If you are able to take full container loads, then not only do you benefit from significant discounts, we are also able to put your special private labels on the products. Please see details on our container deliveries here. We cannot add your own labels to any product shipped out as a drop ship order from our New Jersey warehouse

You can call us at 0800-689-0126.

Timber: Avoid placing your furniture under direct sunlight and/or near radiators. Also, occasionally polish the non-painted furniture parts with bees wax to retain sheen and for longer lifespan.

Fabric: To remove everyday household dust and dirt, clean by gently vacuuming fabric with an upholstery brush. Periodic cleaning of the entire product is required to maintain appearance and reduce premature wear and fading. Do not rub, soak the fabric or allow stain to dry. Do not use proprietary cleaner or any other household cleaners. Contact professional upholstery cleaner.

All our products are made in Rajasthan, India. They are designed to have a worldwide appeal.

After signing up for a trade account, you can ask for both wooden or fabric swatches.

As an internet company we do not usually offer product or geographic location exclusivity. However, under special circumstances we are happy to consider this for committed business volume. Also, if you have your own design or range you would like us to make then we will happily consider exclusivity.

We do not ship products outside the 50 US states from our New Jersey warehouse. If you want products shipped outside the US then please visit and register on our UK website, www.artisanfurniture.net, where we can ship products worldwide

We supply a full mix of companies. We do not discriminate between online and ‘bricks and mortar’ customers.

Simply click on the ‘Reset’ button and a new password will be sent to the email address registered to your account.

We cannot dictate what pricing structure each customer will use.

As soon as an order is processed, a tracking number is generated. The tracking number will only ‘go live’ once it has been dispatched and scanned into the courier depot, usually 24-36 hours later.

Orders are usually marked as on hold when payment has not been made for them. If you believe this is not the case for your order, please raise a ticket via the dashboard so we can look into it for you.

Any orders placed for more than 1 item, we will split into individual items. This is to ensure complete visibility with our couriers and so you can check the status of all items individually.

Yes. Please remember that we will then have to add 6.6% New Jersey state tax onto every order.

Finance

Payment is made during the checkout by credit or debit card or we can arrange BACS transfers.

We do not charge any card processing fee.

When you want to make a payment by credit card our web site will redirect you in the background to a 3rd party payment platform. We currently use Stripe (stripe.com). This means none of your payment details are handled by our own web site. All we get is notification that the payment has been made. Therefore, your card details are not visible to the Artisan web site or any of our staff.

No, the product prices reflected on the website are ex tax. At the time of check out, tax will be applied on the invoice at the prevailing rate for the state where the goods are being shipped. If you can supply us a copy of a Reseller Certificate we do not add state tax to any goods being shipped to that state.

There is no minimum sales price for our products.

We do not have any recommended retail price. However, depending on the volume and margin trade-off, retailers typically mark up our prices between 70-200%. As we are directly sourcing from the factories, thereby eliminating the margin layer of the conventional wholesalers, this leaves more margin on the table for the retailer.

We do not insure the products during transit.

No. All products must be paid for up front.

All the products are made in overseas factories and we have already invested effort, time and money in terms of product research development, production cost, shipping cost and storage costs. Hence, we need to be paid upfront for the orders placed.

If you have some form of representation in a US state, you may be able to pay that state’s authorities for a Reseller Certificate. This means that any goods you order for delivery to that state can be shipped tax-free by Artisan Furniture while the certificate is in date. There is no restriction on how many reseller Certificates you can apply for, as long as the individual states will agree to you having one.

Artisan Furniture can only ship goods to the certificate issuing state without adding tax while the certificate is in date. Therefore, we need to see a copy of the certificate as proof.

Yes. All this means is that we have to add the relevant sales tax for the state the goods are being delivered to.

Ordering

We do not have a minimum order quantity or value.

Delivery is currently free to all 50 US states. However, we reserve the right to review this with particular attention to Alaska and Hawaii. Wasted delivery charges will apply after the first delivery is attempted.

Yes, once the order is shipped you will get a notification with the tracking number.

You can cancel your order before the goods have been shipped. Once the order is processed, paid and shipped you cannot cancel the order.

If you order over $1000 of stock on an order for delivery to one place before tax then we can offer various discounts depending on the value of the order.

At the moment we do not offer nominated date or time delivery options.

Your first delivery charge is included inside the US. However, if nobody is in to accept the delivery then our carrier partners will charge us for making a second delivery. The wasted delivery charge is $50 per item.

Unfortunately, we cannot ship goods from New Jersey to Canada or Mexico. This is because our agreement with the courier only covers the 50 US states. If you have an order for 10+ units for these two countries you can always collect the products from our New Jersey warehouse. Alternatively, we may be able to ship from our UK warehouse, but this will involve a delivery surcharge.

We cannot promise this. Due to the logistical difficulties and additional expense, there may come a time when we will have to add a delivery surcharge for orders to these two states. If this becomes necessary then we will change our web site to reflect this.

LUX Ranges

The LUX ranges have been designed by the renowned UK designer Laurence Llewelyn-Bowen. At the start there will be a bedside, chest, mirror and console table in most designs.

We use an innovative UV technique that directly prints the designs onto the product. This means we do not have to use any paper or film that is then stuck onto the wood.

It is possible to have some bespoke options on the collections but the only changes allowed are to the size of the already existing product or changes to the fittings.

  • MDF is restricted to products from the LUX collection only. All other products will remain solid wood throughout.
  • The decision to use MDF was partly down to the designer, and partly because of the printing process. Having trialled printing on both solid wood and MDF, we found that the best and most consistent finish was when we used MDF as we could guarantee a much smoother finish.

Yes, we plan to have complimentary soft furnishing products in phase 2 of the launch. Artisan Furniture has experience in making cushions and other soft furnishings so you can rest assured that the quality will be up to our usual high standards.

  • ‘LUX Collection by Artisan Furniture’ was the designer’s choice and will be inside on the product hanging tags only.
  • Finally, remember that we only sell to trade customers. So if an end user tries to purchase a product from us then we can stop the order.

That is correct. Artisan Furniture have always believed that our customers are best placed to judge what price they can charge their own customer base. This has not changed for the LUX Collection.

All the standard routes can be accommodated, i.e. dropshipping, wholesale or Click and Collect.

Product images can be downloaded from the ‘My Account’ page. You can also download a copy of the poster with Laurence’s photograph to highlight the range.

If we do not stock the LUX item you are after then we can always ship one o you direct from our factory in one of our containers. We may not be stocking the entire range in the US.

Stock

Normally out of stock orders are replenished back within between one and 12 weeks. Products may already be in a container in transit from India, or we may be waiting to put the product into a container at our Jaipur factory. To avoid any disappointment, you may place a back order, thereby reserving the product.

Our standard lead time is 12 weeks. This allows eight weeks for manufacture and an additional four weeks for delivery to the UK. We will always endeavour to reduce this time by working closely with the factory. Occasionally, the lead time may extend due to unexpected problems with the manufacturing process.

100% of our products are hand-crafted individually. Further, most of our products are hand-made from solid wood hence variation in size, colour, finish, fabric (for upholstered goods), texture, natural grain pattern, knots, movement of timber etc are an integral part of the way products are naturally made and promoted. We strongly recommend you to ensure that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret we will NOT treat any of the above variations as defects, as these are natural occurrences.

Most of the products are fully assembled. All exceptions are mentioned on the product description. Some soft assembling of the products may include bolting of the legs to the frame, attaching the handles to the doors or drawers, etc.

We are happy to consider bespoke products. However, please note our standard terms for the bespoke products:

  • Delivery timeline is 8-12 weeks and entirely depends on the complexity of the order.
  • Price on Request and this might marginally vary once the final product is ready (+/- 5%).
  • All product specifications must be clearly shared with our design team.
  • We do not accept cancellation, refund, alteration or replacement of bespoke products at any cost.
  • We will share pictures prior to delivery.
  • Full payment must be made at time of placing the order.

Yes, we are able to supply spare parts in case you face any problem with the product. Please contact our sales team with as much detail of the particular part you need.

We use different carriers depending on the size and weight of the product, and the service levels needed. Currently we use FedEx for the majority of our US shipments.

We aim to get the standard orders delivered in the US within 3 business days.

This may be possible subject to our Click and Collect conditions. These are based on a minimum of 10 units. Please contact our sales team who can check to make sure the products are available for collection.

Once you sign up for the trade account you can access the stock feed which will get refreshed in near real time.

Most of our products are constructed from 100% solid wood structure and we use weave, foam and filler for hand crafted upholstery.

We use solid mango or acacia wood in our ‘IN’ or ‘ASB’ ranges. Some of our home décor product ranges will be a mixture of solid and manufactured wood.

Yes, we can ship items worldwide from our UK operation. However, you will need to create a separate account on the Artisan Furniture UK site. We will also add the international surcharge onto the order.

We are slowly building up the portfolio of products we have available in the US. Also, here may be products on the UK web site that we do not feel will be attractive to the US marketplace, and vice versa. Please remember, we can always do a bespoke order for you from our Jaipur factory.

We are not able to despatch any products which would necessitate a ‘2-man’ delivery. Therefore, unfortunately, we cannot stock large items such as sofas. However, if you have a large order for 10 or more items of furniture, we can arrange to ship sofas to our New Jersey warehouse, and you can collect from there.

Returns

Please refer to our returns policy on our website by clicking here. You may also refer to our full terms of service by clicking here.

We do not offer ‘sale or return’ for our products.

There is no such regulation in the US, unlike there is in the UK and Europe. In addition, the UK and Europe regulation only applies to B2C transactions and is not applicable to the B2B trading that Artisan Furniture uses.

Subject to you meeting our returns policy and standard trading conditions we can arrange, at our discretion, a replacement, refund or repair.

Compliance

Yes, 100% of the timber used is compliant as per European Union Timber Regular Certification (EUTR) for responsible forestry.

Yes, entire upholstered furniture is compliant with the compliant with the upholstery meets the regulations for assessment of the ignitability of upholstered products by smoldering and flaming ignition sources in all the markets we trade.

Yes, all our products (wherever applicable) are compliant with the structural regulations which state that in order to prevent overturning, the product must be used with wall attachment device provided.

All products comply with the eco-friendly treatment as the pest control used on the timber is environmentally safe. This is called Biflex.

We only use as much packaging as is necessary to ensure the products reach their destination with as little chance as possible of transit damage.

Yes. When a product requires it because of its dimensions then our anti-tip device will be included in the fittings pack. It is then the end user’s responsibility to use this.

Artisan Furniture takes our responsibility for your privacy and data very seriously. The General Data Protection Regulation (EU) (GDPR) is a regulation in EU law on data protection and privacy in the European Union (EU) and the European Economic Area (EEA). It is not applicable in the US. However, we ensure we meet all our duties under GDPR laws. For example, you can easily unsubscribe to our email list so that you do not receive any more emails.

Yes, we can do this. Raise a ticket on your account asking for what you need and we will organise this for you.