faq

HELP! My package hasn't arrived? What should I do?

If your package is showing delivered and it hasn't arrived, or isn't show any scan updates, first please contact the carrier and provide your tracking # for reference. If after contacting the carrier, your matter is still unresolved, please email us at hello@ceremoniashop.com

How do I protect my purchase from getting lost or stolen?

We recommend purchasing the ROUTE shipping insurance at check out which is only 1% of the order total and covers you for damages, lost or stolen packages. If you opt out: as a small business with limited resources, CEREMONIA cannot assume responsibility for lost or stolen packages, but we will always make ourselves available to help you.

What is your return policy?

Returns are reviewed on a case by case basis. Please save all packaging, including original box & label and send us an email at hello@ceremoniashop.com within 48 hours of receipt if your order arrives damaged, or there is a problem with it. A lot of time and care is placed into making each individual piece and preparing each order. Due to our commitments to our giving partners, limited collections, and overall nature of handmade items & small business, it’s very difficult for us to accept returns/exchanges. But if you are truly unsatisfied with your purchase, please send an email, we'll do our best to make it right.

Do you have a storefront?

Not at this time, but check our events page for POP UP info.

Do you ship internationally?

At this time, we ship only in the United States, but we hope to offer International shipping options in the near future. Please follow us on Instagram and/or sign up for our newsletter for all updates. 

How is shipping calculated?

Shipping charges are calculated by their respective carriers based on the weight, dimensions, and destination of the package.

I received an order in recycled packaging, what's up with that?

We aim to be conscious of our environment, so we may re-use packing materials and boxes that we already have in our possession or are donated to us by friends, family, and sometimes customers. While brand image is important to us, our environment is even more important, so instead of filling up our landfills with more paper/cardboard/bubble wrap we choose to re-use as much as possible, and encourage other individuals and businesses to do the same. We hope you can appreciate, and perhaps even reciprocate this practice.

My purchase looks a little different than the picture.

Because all our products are handcrafted, slight variations may occur. Our artisans pride themselves on making each product individually, which is what sets our collection and company apart from other factory-made productions. 

What’s the best way to care for the piece I purchased?

We’re so glad you asked! All of our pieces will last you years to come when properly cared for. Please reference our Care Guide where we offer many tips to help keep your collection looking fresh.

How do you meet your artisan partners?

When I first visited Bali in 2014, I attended a variety of workshops and met many artisans and makers. I purchased unique finds for myself, and to gift family and friends. After each trip back to Bali, I returned knowing more locals, having made more special connections, and having discovered more treasures. My relationships with the artisan families have naturally flourished over the years and now we work in partnership to create the entire collection.

How much of the proceeds go back to your artisan partners?

There is not a set percentage as the artisan partners we work with all work independently, most of them from their own home with their families. They set their own piece rates, and many times we pay them above asking price with additional bonuses or tips as a way of showing our appreciation. We pay all our artisans fair wages, and mark up our pieces to account for shipping, import duties, warehouse/storage, staff, operating and other business-related expenses.

Do you do wholesale?

Yes! We love partnering with like-minded businesses. Please visit our Wholesale Contact Page. Someone will get back to you soon!

Do you do custom pieces?

Due to COVID-19 we have more restrictions in place, but wil consider custom orders on a case by case basis. Please reach out to us via the Contact Us page or email us at at hello@ceremoniashop.com. We look forward to working with you!

Why can’t I find all your skincare on the site?

Like most, the pandemic announcement caught us by surprise. We hadn't even started working on a new batch of skincare, yet. Since most businesses in Bali have shut down, we’re not sure when we will have our complete line again, but will keep you updated with news once current conditions improve. 

Why has my skincare changed color/texture/consistency?

All of the ingredients we use are garden-grown and natural. We do not use chemical stabilizers or fillers, so just as natural food changes and may separate over time, so do our beauty care products. Please rest assured they are still safe to use, even well passed their expiry date many times. Unless you see mold, or it smells rancid, please consider it safe to use.

I saw something I like on your IG, but I can’t find it on the site?

If after using the search bar function you cannot find what you’re looking for, please DM us @ceremoniashop with the IG listing, and we’ll confirm whether we have that piece available, or will have it again in the future.

I saw a piece at one of your markets, but I don’t see it on the site?

There’s a chance it might be on Instagram! Have you checked there? We list many of our pop-ups/markets and collections of items on the stories highlight feature. If you still haven’t identified the right piece, send an email hello@ceremoniashop.com and we’ll do our best to help!

I love Bali/am planning a trip to Bali, can you tell me all the things?

Yes, we feel you! Bali is just so special. There is a story highlight on our IG that has some of our favorite places "bali tips", and over time we’ll add more blogs with insider tips, along with links to some of our favorite Bali blogs. Before COVID-19 we were working with a few of our local friends to offer custom tour packages, and hope to resume those plans once travel restrictions ease. Sign up for our newsletter to receive updates! 

How do you manage to bring all these goods with you?

A combination of sea freight shipments, air shipments, and yes, sometimes my suitcase! My first few shipments from 2014-2016 were brought mostly in 2 large suitcases as I was just testing out the market amongst family and friends. Slowly over the years, the shipments have become larger, and more consistent. 

If you have any other questions, comments, praises or concerns please email hello@ceremoniashop.com and we'll reply to you shortly. Thank you.