Frequent Questions & Answers
Following are the most frequent questions that our clients include in their enquiries.
If you have further questions, suggestions, feedback or comments, please send us an email to carla@carvieirahandicrafts.com or use our Contact Form shown below in this page.
1) What is the minimum quantity of purchase?
2) How can I do my payments?
3) Can I purchase online from overseas?
4) Shall I pay the full amount of the purchased order before that you send it to me?
5) Do you have a return policy of 'change of mind' or can I pay you when I receive the order?
6) What postal company do you use for shipping outside Ecuador and how much it cost?
7) How can I calculate the cost of shipping?
8) How many days takes for a parcel to arrive to countries in America, Canada, Europe, New Zealand and Australia?
9) What contact details you need to submit for the the Courier's Declaration Form?
10) How can I contact you in order to have a most specific quote including shipping costs?
| Questions | Answers |
|---|---|
| 1) What is the minimum quantity of purchase? | In some cases, we can supply you with orders of 1 unit. We are able to produce various dozen of the products listed in our Website. |
| 2) How can I do my payments? | You can make payments by using Paypal or bank deposit (international money transfer) into our Ecuadorian bank account (Banco del Pichincha). For orders from $300 USD or more we prefer to receive payments via international money transfer, as Paypal deducts extra fees. However, if it is easier for you to use Paypal, we can calculate how much the extra fees will be and then add this amount to your payment, so we can receive the complete payment. |
| 3) Can I purchase online from overseas? | Of course. We sell and ship our handicrafts within and outside Ecuador, South America. Contact us for a detailed quote including shipping costs at carla@carvieirahandicrafts.com. Remember to tell us to which country the order will be shipped. |
| 4) Shall I pay the full amount of the purchased order before that you send it to me? Can I pay you when I receive my order overseas? |
We only process and ship our orders once we have received the full payment including the international shipping fee. We can not wait until our customer receive the order overseas to receive the complete payment as our artisans and suppliers, including the private courier companies, do not accept that we pay them until our customer has received the order. |
| 5) Do you have a return policy of 'change of mind'? | We are a group of artisans who own small family businesses and support each other. We produce our orders based in the requests of our customers. Before sending any product overseas, we check its quality to ensure it is excellent. Sometimes we email photos of the products before being dispatched. In adittion, ther products are checked by the private couriers to ensure that they are in perfect conditions before shipping. We do not have a Return Policy of 'change of mind'. We believe that it would not be fair to tell our team of artisans that we have to return them the product (s) they have produced for your just because our customer has decided to change your mind about your order. That will not be quite a fair trade. Most of the time, for the artisans to produce and customize an order they have to momentary stop their weekly production on their hand looms, and to travel to the nearest post office to dispath the orders. All this process takes a considerable time and effort. Usually the post office branches are located quite far from the communities and even from our main office. We are not a big company that can afford to refund our customers for change of their mind. Thank you for your understanding. We will provide you with a top quality product and an excellent customer service. Rest sure that your product will be handcraft with love in Ecuador for you. Please check our feedback page and contact us if you have any questions at carla@carvieirahandicrafts.com. |
| 6) What postal company do you use for shipping outside Ecuador and how much it cost? | To ship our worlwide tracked orders we use the postal services of different private couriers companies, some of them work in partnership with International well-known courier companies too. With the current COVID-19 global situation some of them are temporally offering only the Express Service (shortest transit times) instead of the normal Economy Service. Some of the shipping rates listed below will give you a brief idea of the average rate that one of our couriers charge for the Express Service. These rate are a reference only (and they are from one of our high priced courier companies) as it can vary depending of the company fees, the location of the receiver (state and/or rural), the type of delivery (home delivery or pick up - which is available only in few states of North America or Spain) among others. As we work with different companies we will make sure to find the best economic shipping option for you. The estimate shipping rates as for October 2021, given to us by the private courier (express service) mentioned above are: UPDATED FEBRUARY 2022: |
| 7) How can I calculate the cost of shipping? | We will contact the courier company and ask for a shipping quote once we know the approximate weight of your order (based on the choice of the model and quantity of products that you have specified to us). Once we ship the parcel overseas, if the postage we paid was cheaper than what we were quoted, we will refund you via Paypal the overpaid amount. And if the amount paid in the post office is higher than what we were quoted, we kindly will ask you to pay us the amount we overpaid, via Paypal (this rarely happens). |
| 8) How many days takes for a parcel to arrive to countries in America, Canada, Europe, New Zealand and Australia? | In the past, when using the tracked Economy Mail Service of Correos del Ecuador (Ecuadorian National Post Office), an order arrived in maximum 4-8 working days to Latin American countries, 5-10 working days to USA and Canada; and 6-12 working days to Europe. The timming depended of the farness of the destination to Ecuador as well as of any public holidays and weekend days. Currently we are using the Express Service of different private couriers and their delivering times are far shorter than in the past. |
9) What contact details you need to submit for the the Courier's Declaration Form? | Correos del Ecuador and all the Ecuadorian courier companies need to fill out the Customer's Declaration Form and they will attach a copy to the parcel for tracking purposes. This declaration form has to have the following contact details for both, the sender and the receiver: - Complete name. - ID document number: (ID/driver licence/passport number - no photos or photocopy of the document, only the number) - Complete address (street, city, state or province, postal code and country) - Telephone number: Asking to include the ID document number as well as a telephone or cellphone number is a normal procedure in Ecuador and you are welcome to check with any Ecuadorian couriers about it. If any of the information above is missing we will not be able to post your order. Thank you for your understanding. |
| 10) How can I contact you in order to have a most specific quote including shipping costs? | You can contact us by two ways. In both, please include model, color, quantity and the country where the product(s) would be shipped, so we can email you a quick and efficient answer: Option 1: You can write us to our email carla@carvieirahandicrafts.com. Option 2: You can use the Contact form listed below. In the contact form, please remember that, you HAVE to include your correct email address to be able to answer you back. |
Contact Form
Please write correctly your e-mail address for us to be able to answer your message as soon as possible. Try to be especific in your enquiry. For example, describe model, quantity and country of delivery for your enquired order. Thank you for contact us.