Frequently Asked Questions — Xcraft

Welcome to Xcraft, your destination for handmade and eco-friendly products from India. We offer handcrafted bamboo, cane, rattan, straw, home décor, furniture, handbags, baskets, lamps, and related craft materials.

1. About Xcraft

What is Xcraft?

Xcraft is an online marketplace operated by Xcraft Online Pvt Ltd, focused on handmade and eco-friendly products from India.

Our collection includes traditional and contemporary products made using materials such as bamboo, cane, rattan, straw, and other natural materials.

Xcraft began in Guwahati, Assam, and works with artisans, small producers, and sellers to make Indian crafts accessible to customers across India and international markets.

Where is Xcraft based?

Xcraft Online Pvt Ltd is based at:

Pragjyotish Nagar, AEC Road
Kamrup (M), Guwahati, Assam, India – 781014

You can contact us at:

What types of products can I buy from Xcraft?

Our product categories include:

  • Bamboo products
  • Cane and rattan products
  • Handmade furniture
  • Living-room furniture
  • Lamps and lampshades
  • Baskets
  • Handbags
  • Kitchen and dining products
  • Home décor
  • Natural straw products
  • Rattan weaving materials
  • Bamboo and other craft materials

Product availability and categories may change over time.

2. Handmade Products & Materials

Are Xcraft products genuinely handmade?

Many products available on Xcraft are handcrafted using traditional and contemporary artisan techniques.

Product pages generally provide information about the material, manufacturing method, dimensions, colour, and intended use where applicable.

Because handmade products are individually produced, minor variations in colour, texture, weave, dimensions, and finish can occur.

Why can my product look slightly different from the product photograph?

Handcrafted products are not always identical to one another.

Natural materials such as bamboo, cane, rattan, and straw can naturally vary in:

  • Colour
  • Texture
  • Grain
  • Thickness
  • Weave pattern
  • Surface appearance

Minor differences are therefore generally part of the character of a handmade product.

However, significant damage, structural defects, or receiving a product substantially different from what was ordered should be reported to Xcraft.

What materials does Xcraft use?

Depending on the product, materials may include:

  • Bamboo
  • Cane
  • Natural rattan
  • Rattan peel
  • Rattan webbing
  • Natural straw and Kauna grass
  • Other natural and craft materials

The exact material composition is provided on individual product pages where applicable.

Are bamboo and cane products eco-friendly?

Many of our products use natural and renewable materials such as bamboo, cane, rattan, and natural straw.

Individual product pages may provide additional information about whether a product is biodegradable, natural, treated, or otherwise processed.

3. Product Care

How should I care for bamboo, cane, and rattan products?

Care requirements depend on the specific product.

As a general guideline:

  • Keep natural products clean and dry.
  • Avoid prolonged exposure to excessive moisture.
  • Avoid unnecessary exposure to harsh chemicals.
  • Follow the care instructions provided on the individual product page.
  • Allow washed natural cane products to dry thoroughly where the product instructions permit washing.
  • Avoid prolonged direct sunlight unless specifically recommended for the product.

Some Xcraft products have product-specific care instructions, so always check the product description before cleaning or using the item.

Can cane and bamboo products be used outdoors?

Outdoor suitability varies by product.

Some products may be suitable for outdoor or semi-outdoor use, while others are intended primarily for indoor use.

For example, certain Xcraft bamboo furniture products use treated bamboo and protective finishing, while natural cane products may require greater protection from prolonged exposure to rain, moisture, and direct sunlight.

Always check the individual product description or contact Xcraft before using a product outdoors.

Are natural materials treated against insects and moisture?

Treatment varies by product.

Certain bamboo furniture products are described as undergoing curing and treatment for termite infestation, along with protective finishing.

Do not assume that every bamboo, cane, or rattan product has the same treatment. If treatment is important for your intended use, contact us before ordering.

4. Ordering from Xcraft

Do I need an account to place an order?

Xcraft provides customer account functionality, including registration and login.

If guest ordering is available for the particular checkout flow, you may also be able to place an order without creating an account.

How do I place an order on Xcraft?

To place an order:

  1. Add the product to your cart.
  2. Review your cart and click Checkout.
  3. Enter your contact and shipping information.
  4. Review the products, shipping charges, and order total.
  5. Click Place Order.
  6. Complete the payment on the payment screen.
  7. After successful payment, you will see the Thank You page with your order details.
  8. An order confirmation will also be sent to your email address.

How do I know whether a product is available?

Product availability is shown on the individual product page.

Some handmade products may require additional production time when they are unavailable or need to be made after an order is placed.

Why does a handmade product sometimes take longer to ship?

Unlike mass-produced products, some handmade products may need to be produced after an order is received.

Lead time can depend on:

  • Product type
  • Artisan production capacity
  • Availability of raw materials
  • Product size
  • Customization
  • Order quantity

The estimated delivery information shown on the product page should be considered the primary reference for that product.

5. Checkout & Payment

Is my order placed when I click "Place Order"?

Clicking Place Order starts the payment process. Your purchase is successfully completed after the payment is completed successfully.

Where can I find my order details?

After successful payment, your order details are displayed on the Thank You page.

An order confirmation is also sent to the email address provided during checkout.

What information do I need during checkout?

You will need your contact information and shipping address.

For applicable business purchases, you can also provide company and GST information.

How do I pay for my Xcraft order?

Available payment methods are presented during checkout.

Depending on the payment options available for your order, you may be asked to provide or select the required payment details.

What should I do if my payment is unsuccessful?

Follow the instructions shown on the payment screen and retry using an available payment method.

If the problem persists, contact Xcraft support.

What if money was deducted but I don't see the Thank You page?

Do not repeatedly submit the order.

First check your email for an order confirmation and check whether an order was created.

If you cannot confirm the order, contact Xcraft support with the relevant payment or order information so the transaction can be checked.

Will I receive an order confirmation?

Yes. After a successful purchase, Xcraft sends an order confirmation email to the email address provided during checkout.

If you do not see the email, check your Spam or Junk folder.

6. Shipping & Delivery

Does Xcraft provide delivery across India?

Yes. Xcraft is designed to serve customers across India, including customers outside major metropolitan areas.

Delivery availability and estimated delivery time can vary depending on the product and destination.

Does Xcraft offer international shipping?

Selected Xcraft products display worldwide-shipping availability.

International availability can vary by product, destination, size, material, and logistics requirements.

For international orders, customers should verify applicable shipping charges, customs requirements, taxes, and import restrictions before placing an order.

How long does delivery take?

Delivery time depends on:

  • Product availability
  • Whether the item is made after ordering
  • Product size
  • Destination
  • Courier or logistics service
  • Customization requirements

Some products specify their own estimated production or delivery period on the product page.

Always refer to the delivery information displayed for the particular product.

Can large furniture be shipped?

Large products such as bamboo and cane furniture can require specialized logistics.

Before purchasing a large furniture item, particularly for an international order, contact Xcraft if you need confirmation regarding:

  • Delivery availability
  • Shipping charges
  • Packaging
  • Delivery method
  • Delivery location
  • Estimated transit time

7. Bulk Orders & Wholesale

Does Xcraft offer bulk pricing?

Yes. Selected Xcraft products provide a Get Bulk Pricing option.

Bulk pricing can depend on:

  • Product
  • Quantity
  • Customization
  • Packaging
  • Delivery destination
  • Production requirements

For larger requirements, contact Xcraft with the product name, quantity, and delivery location.

Can I request a quote for a large order?

Yes.

Selected products provide a Request Quote option, particularly for larger or higher-value products.

When requesting a quote, provide:

  • Product name or URL
  • Required quantity
  • Preferred specifications
  • Delivery location
  • Required delivery date
  • Customization requirements, if any

This allows our team to provide a more accurate quotation.

What is the minimum quantity for a bulk order?

There is no single MOQ for every Xcraft product.

Minimum quantities depend on the product, artisan or manufacturer, customization, and production requirements.

For a specific product, contact us with your required quantity so that we can confirm the applicable bulk-order terms.

Can I buy mixed products in bulk?

Mixed-SKU or multi-product orders may be possible depending on the products and sellers involved.

For commercial orders, send us the list of products and quantities you require so we can determine the appropriate pricing and fulfillment arrangement.

Can I buy bamboo, cane, or rattan materials for manufacturing?

Yes. Xcraft also lists craft materials such as natural rattan peel, rattan core wire, and rattan webbing.

These materials may be useful for:

  • Furniture manufacturing
  • Weaving
  • Interior decoration
  • Lampshade production
  • Handicraft production
  • Restoration and repair

Material specifications and availability vary by product.

8. Custom Products & Private Label

Can Xcraft make customized products?

Customization may be possible for selected products depending on the manufacturer or artisan.

Potential customization may include:

  • Dimensions
  • Colour
  • Pattern
  • Material
  • Finish
  • Quantity
  • Packaging

Customization should be confirmed before placing the order.

Can I request a product based on my design?

For suitable bulk or commercial requirements, custom manufacturing may be possible.

Send us:

  • Product drawings or reference photographs
  • Dimensions
  • Material requirements
  • Colour specifications
  • Quantity
  • Packaging requirements
  • Delivery destination

Our team can then determine whether the requirement can be fulfilled.

Can I use my own branding or packaging?

Private-label or custom-branded production may be possible for suitable bulk orders.

Requirements and minimum quantities depend on the product and production partner.

Discuss branding, labels, packaging, and artwork requirements before confirming the order.

9. Returns & Exchanges

What is Xcraft's return window?

Eligible products can generally be returned within 7 days from the date of delivery.

The product must normally be unused, unwashed, in its original condition, with original tags and packaging intact, and you must have valid proof of purchase.

Certain products are non-returnable. Always check the current Return and Refund Policy and product-specific conditions before initiating a return.

What products can be returned?

Eligible products may be returned for reasons including:

  • Product is defective
  • Product was damaged during shipping
  • Product is not as described
  • Wrong product was shipped
  • Eligible size or colour exchange
  • Change of mind, where the product meets the return conditions

The complete eligibility requirements are specified in the Xcraft Return and Refund Policy.

Which products cannot be returned?

Certain products are non-returnable for reasons such as hygiene, safety, or personal use.

Examples listed in the current policy include:

  • Innerwear, socks, and lingerie
  • Cosmetics and personal-care products
  • Earrings, nose pins, and other body-piercing jewellery
  • Gift cards or downloadable products
  • Perishable goods
  • Products marked as Final Sale or Non-Returnable

Product-specific restrictions may also apply.

How do I request a return?

If you have an Xcraft account:

  1. Log in to your account.
  2. Open My Orders.
  3. Select the eligible order.
  4. Select Request Return.
  5. Choose the return reason.
  6. Upload photographs where requested.
  7. Follow the return instructions provided by Xcraft.

Guest customers or customers unable to access their account can contact:

Do not send a product back without the required return authorization.

Who pays the return shipping cost?

If the return is caused by an Xcraft error, such as receiving a defective, damaged, or incorrect product, Xcraft will cover the applicable return shipping cost according to the return policy.

For other eligible returns, such as a change of mind, return shipping charges are generally the customer's responsibility unless free returns are explicitly offered.

How long does a refund take?

Once an eligible return is approved, Xcraft processes the refund.

The refund generally reaches the original payment method within 5–10 business days after approval, depending on the bank or payment gateway.

How will I receive my refund?

Refunds are credited to the original payment method.

For example:

  • Card payment → Original card
  • UPI payment → Original UPI ID
  • Net banking → Original bank account
  • Wallet payment → Original wallet

Cash and cheque refunds are not provided.

Can I exchange a product?

Xcraft primarily facilitates exchanges for wrong or defective products.

For a different size or colour, the current policy generally treats the request as a return followed by a new purchase, subject to availability.

10. Order Cancellation

Can I cancel my order?

Orders can be cancelled before they are shipped.

Once an order has been shipped, it cannot be cancelled and will instead be handled according to the applicable return process.

What if I receive the wrong product?

Contact Xcraft as soon as possible.

Wrong products are eligible for return under the current return policy. You may be asked to provide photographs or other information to help verify the issue.

What if my product arrives damaged?

Report the damage to Xcraft promptly and provide photographs or other requested evidence.

Products damaged during shipping are covered by the return process when the applicable eligibility requirements are met.

11. Quality & Handmade Variations

Are small imperfections normal in handmade products?

Yes. Handmade products may have minor variations in:

  • Colour
  • Texture
  • Weave tightness
  • Natural grain
  • Surface finish
  • Dimensions

These variations can be characteristic of natural materials and handcrafted production.

However, significant structural damage, missing components, severe defects, or a product substantially different from its description should be reported to Xcraft.

How does Xcraft maintain product quality?

Xcraft focuses on curated handmade and eco-friendly products and provides product-specific descriptions covering materials, dimensions, manufacturing methods, and usage information where available.

For bulk or commercial orders, buyers can discuss quality specifications and requirements with Xcraft before placing the order.

12. International & Commercial Buyers

Can businesses purchase from Xcraft?

Yes. Xcraft products can be suitable for:

  • Retailers
  • Interior designers
  • Hospitality businesses
  • Decorators
  • Manufacturers
  • Wholesalers
  • Other commercial buyers

Bulk-pricing and quotation options are available for selected products.

Can Xcraft supply international buyers?

Selected products support worldwide shipping.

For commercial international orders, contact Xcraft before placing the order so we can discuss product availability, quantities, shipping, and documentation.

What should international buyers consider when ordering bamboo, cane, or rattan products?

Plant-based materials can be subject to import, customs, and biosecurity requirements depending on the destination country.

Requirements may include:

  • Material declarations
  • Treatment or fumigation documentation
  • Customs documentation
  • Correct HS classification
  • Country-of-origin information
  • Import permits or inspections where applicable

The exact requirements depend on the destination country and product.

International buyers should confirm import requirements with their customs broker or relevant government authority before ordering.

Can you provide export documentation?

Documentation depends on the product, destination, and shipment.

For commercial international orders, discuss the required documentation with Xcraft before finalizing the order.

13. Sustainability & Artisan Support

Does Xcraft support Indian artisans?

Supporting artisans and small-scale producers is an important part of Xcraft's mission.

Xcraft's mission includes helping rural artisans and small-scale producers reach a wider customer base while supporting traditional crafts and livelihoods.

Are Xcraft products sustainable?

Many Xcraft products use natural materials such as bamboo, cane, rattan, and natural straw.

The sustainability characteristics of a product depend on its material source, treatment, manufacturing process, finishing, and packaging.

For this reason, sustainability claims should be considered at the individual product level rather than assuming every product has identical environmental characteristics.

Are Xcraft products made in India?

Many products are made in India, including products made in Assam and other parts of India.

The individual product description should be checked for the specific origin and material information.

14. Customer Support

How can I contact Xcraft?

You can contact Xcraft through:

Email: info@xcraft.co
Phone: +91-6003831591

Address:

Xcraft Online Pvt Ltd
Pragjyotish Nagar, AEC Road
Kamrup (M), Guwahati, Assam
India – 781014

You can also use the Contact Us page on the Xcraft website.

I cannot find the answer to my question. What should I do?

Contact Xcraft with:

  • Product name or URL
  • Your order number, if applicable
  • Your question or issue
  • Photographs, where relevant

For bulk or custom requirements, include your required quantity and specifications.

Our team can then provide product-specific information.

15. Quick Buyer Guide

I am a regular customer. Where should I start?

Browse the product categories, select a product, review its description and specifications, add it to your cart, and proceed through checkout.

I want one or a few products.

Use the normal product and checkout flow.

I want products for my store.

Look for products offering Get Bulk Pricing or contact Xcraft with your required quantities.

I need a large furniture order.

Use the Request Quote option where available or contact Xcraft directly with the product, quantity, and delivery requirements.

I need a custom product.

Contact Xcraft before ordering and provide your design, dimensions, materials, quantity, and other specifications.

I want to import Xcraft products internationally.

Contact Xcraft before placing a large international order so product availability, shipping, documentation, and destination-specific requirements can be discussed.

Contact Xcraft

Xcraft Online Pvt Ltd

Pragjyotish Nagar, AEC Road
Kamrup (M), Guwahati, Assam
India – 781014

Phone: +91-6003831591
Email: info@xcraft.co

Website: https://www.xcraft.co

Last updated: 9/23/2026