Frequently Asked Questions

By MadeTerra customers

General

Are you a local company in Vietnam?

Yes, we are. We are the manufacturer, supplier and seller of our products, all at the same time.

Born in the heart of Vietnamese Red River Valley, we have built a team of passionate artisans, yearning to bring our beautiful handcrafting traditions to customers around the globe. We design the very products we sell, work directly with production artisans in Vietnamese villages in order to bring you, our cherished customers, the most valued and unique items.

As you purchase with us, you can be confident that you are buying directly from the makers.

What are your products made from?

Our products are made from eco-friendly & recycled materials such as seagrass, water hyacinth, bamboo wood and fiber, acacia wood, coconut shells, lacquer, resin, eggshells, etc. We do sometimes make use of recycled plastic and stainless steels to keep our products well-built and durable.

During production, we take care of the planet by trying to minimize our carbonate footprints on the environment. Our artisans make use of and get creative with fast-growing, local plants whenever possible.

By purchasing with us, you are also making a contribution to protecting our loving Earth Mother.

How do I store and take care of handcrafted products?

Made from natural materials, our handcrafted products are quite prone to molding and environmental damages.

Rest assured, though, with the right use and care, you can keep your items as good as new for a very long time to come.

  • Try to avoid water and dirt
  • Dry your items under sunlight once in a while
  • Do not wash with washing machine or soap.

Shipping

Where do you ship from?

We ship from within the UK. We are currently store our products with 1 UK warehouse partners and Amazon FBA warehouses.

Be noted that you may receive an Amazon note with your package - those are truly our products, with the very same quality and standard!

Do you accept returns & exchange?

Yes, we do. You can always return or exchange defective items at no cost, within the period of 30 days since order delivery date.

- If you change your mind about purchasing the orders, you can return and get refunded for product price only.Return and Shipping Postages are non-refundable in this case, however

How long will it take for me to receive my orders?

It would take at most 2 working days after you place your order for us to deliver it to the career. Then, based on the shipping package you have chosen, you will receive the items within the time range of 3-7 days if you are in the UK or 7-10 days if you are in other Europe countries.

Does Covid-19 affect your operation?

Just as Covid-19 has affected every area of life, it does have an impact on our business. However, we manage to keep all our staffs and artisan partners unharmed. Although there might be a small delay in logistics for us, everything else is going as normal for our business.

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