FAQ

Please find below some of our most Frequently Asked Questions (FAQs). If your question isn't answered here please submit your enquiry using CONTACT US page or by sending us email at askahomedecorATgmail.com or by post to 15 Yoorana Pl Castle Hill 2154. We will try to respond within 2-3 business days. 

 

What does Aksa mean?

Aksa means ‘Soul’ in Hindi. Bringing the traditional and indigenous arts of India into the soul of your house is an integral part of us, therefore we chose Aksa as the name of our company.

At Aksa, we stand for diversity, responsibility, and respect for individuals, communities, and for our natural environment. All of our products are designed with respect for the planet using sustainable/recycled materials and manufacturing practices. Our deliveries are carbon neutral, thanks to Australia Post and Sendle green initiatives.

When was Aksa Home Decor founded? 

The ideation for Aksa was started in March 2020 and the online shop opened for business in May 2020. For initial few days, we were operating from our living room and bedroom with a few handful fair trade goodies. Later, we increased the range to 100+ and continue to design & add to provide our customers with more choice.

 

How do I place an order? 

After carefully choosing your correct size or color choice, click "Add to Cart" button.

You will then be directed to our Cart page where you can review your item(s) and you can then proceed to enter Shipping Address in order to process your order.

 

How to add multiple products in a single order?

You can add as many item(s) as you want in your shopping cart. You can click "Add to Cart" button on the product page to ensure your cart captures all the multiple products.

 

What payment methods do you accept?

We accept all major debit cards and credit cards. We also offer many "Pay Later" services like AfterPay.

 

How do I know my order has been processed?

Once your payment has been successful and order has been processed. you will get invoice from us on the email address you mentioned during Checkout process.

 

Do I need to register (open account) to place  order?

No, creating account or registering with us is optional.

  

Can I update address on my order?

We can only update your address before order has been processed. Since that window is very short, we request you to get in touch as soon as you can on the same day you placed the order.

 

What can be done in case of wrong or incorrect shipping address?

We follow the shipping information you have entered on the checkout page upon placing your order. We are not liable for lost, held, mis-delivery errors, due to incorrect shipping addresses. 

If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping. Alternatively, we can ship your order to your correct address. The shipping fees will be invoiced to you before re-shipping your order.

 

How do I cancel an order?

We process orders as soon as we receive them, hence cancellation are extremely time-sensitive. If you need to cancel your order please reach out to aksahomedecorATgmail.com immediately.

 

Can I edit an order later?

We process orders as soon as we receive them, hence edits are extremely time-sensitive. If you need to edit order, please reach out to aksahomedecorATgmail.com immediately. If we are unable to fulfil your request and you wanted to add more quantity, please place another order.

 

What are the shipping charges?

When sending with in Australia - Standard shipping charge is $10 (when order value is less than $75),  and Australia Post Express Post is $15 (when order weight is less than 500 grams). Note that the Express shipping charges would vary depending on the weight of the products in your cart or order value. The applicable shipping price (to your order) would be displayed during the checkout process.

We leverage Australia Post and Sendle couriers for getting your order delivered.

When sending to New Zealand - As we are based in Australia and you are buying from an Australian company, we therefore charge you for your Order in Australian dollars. The actual price charged to New Zealand customers will be subject to the exchange rate applied by the payment provider you have used. 

Please note Orders shipped to NZ valued at more than NZ$1000 may incur duties, customs charges and fees (including GST on duty / freight) charged by the NZ Customs Service once the Order reaches its destination port. These amounts must be paid by you directly to the NZ Customs Service or its authorised service provider. Separate Orders placed on the same day may still be subject to the duties, customs charges and fees, as if they were the one order. You can calculate these expected duties, customs charges and fees using NZ Custom Service duty estimator. Note that the GST on the goods has already been collected at checkout. We are not responsible for and will not reimburse any of these duties, customs charges or fees.

You should Contact your local NZ Customs office or you can find out more information at NZ Custom Service GST and Duty FAQs. Thresholds and rates are subject to change in accordance with changes to NZ law. Additionally, your financial services provider or payment provider may charge currency conversion and administration fees on purchases and any refunds we provide. The exchange rate used to determine the quantum of the refund (in NZ dollars) shall be the prevailing rate at the time the refund is made (not the original exchange rate).

 

Where are your goods made? Where is Aksa made?

We have got artisans in India and Indian subcontinent for our fair trade products. The artisans practice their traditional art and culture while creating home decor items for mainstream world.

 

When will my order arrive?

Please refer to Shipping policy for details. Delivery times are best looked up at Australia Post website or on the shipping network website using the tracking number provided by us.

 

Why is my order being shipped in different packages?

If you have a multi-item order, each item may be shipped separately to get it as fast as possible to you. Alternatively, if an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible!

   

What is Aksa's faulty items and returns policy?

We are sorry if you have received a damaged or faulty product.

Our returns are easy and hassle-free. Please refer to refund policy for details.

 

Do you have a physical store?

We have online presence only thus we can say that Internet is our storefront. We send items to you directly from our warehouse.

 

Do you wish to incorporate fair trade in your office or business?

We are always happy to help you in this journey. It can be as simple as incorporating fair trade gifts or products in your training sessions or gifts for occasions like Christmas. Please reach out to us to discuss your ideas and thoughts.

 

Why are a few products on this shop expensive when they are not made locally?

We support Fair Trade and thus buy from organisations or artisan groups which promote those practices. Refer to 10 principles of fair trade to understand more. In order to support these practices, we have to price our products such that it provides a fair sustainable income to artisans while promoting their local craft and culture. 

 

Do you ship internationally?

At this stage, we deliver to Australia and New Zealand, Canada, the USA, the UK and Singapore but keep an eye out for any future changes.

 

This order is a gift, can you leave out invoice?

We do not include any invoice in any package, so you are good.

 

Are reviews on the Aksa website genuine?

We've shipped many orders to happy customers across Australia but started capturing reviews only in last quarter of 2021. The reviews are collected by a third-party and verified against actual purchase data to ensure integrity. 

How much Aksa gives back to Artisans?

Aksa is not a charity organisation but a small business which is run ethically. Our business model is until a typical business. We give back to artisans in terms of fair wages, safe working conditions, dignity and respect. We visit our artisans communities when possible in India to keep the communication open and transparent. You can read about our last visit on the "India Trip, June 2022: Meet and Greet with our Artisan Producer" blog post.

 

What is difference between fair trade and fair wage?

Fair Trade encompasses many aspects of community welfare and environmental initiatives. A fair wage is one of these aspects. A fair wage is usually monetary compensation set above the living wage to ensure that the person making the product is able to live a dignified life and is able to provide for his family including basic rights like decent housing and school education for children. Fair trade fights poverty, climate change, gender inequality and injustice - all rolled simply into our functional products for your home and garden.