faq

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. 

What is your return policy?

Please 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 the handmade nature of the items, it’s very difficult for us to accept returns/exchanges back otherwise. If you are truly unsatisfied with your purchase, please send an email, we'll do our best to make it right. 

My tracking shows the package arrived, but it’s not here?

Please contact the carrier and provide your tracking # for reference. Once your package leaves our warehouse, the carrier accepts responsibility. Ceremonia is not responsible for lost, stolen, or delayed packages. If after contacting the carrier, your matter is still unresolved, please email us at hello@ceremoniashop.com. We take great pride in ensuring our customers are taken care of. 

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?

As we grow, we experiment with different packing sizes, materials and techniques, and because we aim to be conscious of our environment, we re-use packing materials and boxes that we already have in our possession or are donated to us. While brand image is important to us, our environment is even more important, so instead of filling up our landfills with more paper/cardboard/air bags 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. It is of the utmost importance for us to pay fair wages to all our artisan partners. And naturally, we do have to 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?

Yes, we're always happy to discuss custom projects for individual clients or for retail partners. Some examples of past projects we have worked on: custom macrame shelf units, wedding macrame pieces, decorative accent pieces. Turn-around time varies. 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.

When will you do another pop-up event?

At this time, we do not know when cities will allow for events or large gatherings take place. We adhere to all safety guidelines, and therefore, do not anticipate participating in any events in the near future, but check our Instagram, sign up to our newsletter, and/or check our events page for updates. 

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.