FAQs
When will my order be dispatched?
While we do not like to keep you waiting, so all orders are dispatched in 7-10 working days.
How will I track my order?
Once dispatched from our warehouse in Maharashtra, you will be receiving an SMS / email with your tracking ID.
Am I eligible for Free Shipping?
Yes, all orders above INR 5,000 qualify for free shipping.
What if I receive the product in a damaged condition?
If you receive the product in a damaged condition, we take responsibility from our end to process it further. Kindly email us at namaste@tranceterra.in with pictures and order number within 24 hours after you had received the package. Our team will assess the damage and will assist you through the refund process.
Please check out the T&C page for more details
I have received a wrong/ missing product?
We sincerely apologize for this 🙁 In that case, please write us to namaste@tranceterra.in with pictures of the product and your package within 24hours. Our team will get back to you and initiate the replacement process for the same.
How long before I get my purchase?
Most orders are delivered within 7-10 business days. Monday to Friday are considered as business days except for public holidays.
Delays in delivery can occasionally occur around public holidays or at times because of unforeseen circumstances, but we do our best to provide timely deliveries to all our customers. Orders once shipped, cannot be cancelled.
How do you deliver the orders?
We deliver your orders through our registered courier partners.
How do I track my order?
Once your order is shipped, the tracking ID and our courier partner name are sent to you via email. Please visit the courier partner’s website and enter the tracking ID we have shared with you in the relevant form to track the current location of your shipment and expected date of delivery.
Should you have any questions about your order dispatch, you can email us at namaste@tranceterra.in
Shipping of Products
Head over to ‘My Orders’ to keep an eye on your package. You can also use the tracking number on the shipping agency’s website. We’ll drop in a mail with the details shortly after your order is placed.
What if I not around when you deliver?
Our delivery partners will call before they come to deliver and you will receive prior information via email/SMS. If for some reason the order still isn’t delivered then it’ll come back to us and your order will stand cancelled, Please ensure you provide the complete & accurate shipping address including zip code and a mobile number. This will help us in delivering your order faster.
Does Trance Terra deliver products outside India?
No. At this point, Trance Terra delivers products only within India.
On what basis is my return eligible?
Your purchase is eligible for return only if it meets the following conditions:
- If an incorrect product was delivered to you, i.e. the product does not match the item description mentioned on the website or wrong product is delivered.
- If the product you receive has a genuine quality or manufacturing defect or damage.
All our products are handmade by experienced artisans, one piece at a time, making each piece unique. Due to this process, a slight variation in colour tone, shape or size may occur between products which is not regarded as a defect and will not be eligible for return or replacement.
Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit. Every return or exchange request is treated as an individual case.
If your purchase meets our return criteria as stated above, please email us at namaste@tranceterra.in within 24 hours of delivery with the following information:
– Order number
– Photograph of the product
– Delivery address
– Specify the reason for the return
Unfortunately, we will not be able to consider any emails or requests sent after 24 hrs of the delivery.
If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).
How do I return an item?
The shipment can only be returned if it meets the criteria and is shared with Trance Terra via namaste@tranceterra.in.
All our products are handmade by experienced artisans, one piece at a time, making each piece unique. Due to this process, a slight variation in colour tone, shape or size may occur between products which is not regarded as a defect and will not be eligible for return or replacement.
Reverse pickup & Exchange Timeline
Only if the return request fits the return criteria, we received over email within 24hours then only we shall arrange a reverse pickup in 2-4 working days from the date of request. There will be no exchange until the product is deemed fit then expect to receive it within 4-5 working days.
Exchange cost difference & shipping cost
This shall vary from case to case.
What if I receive the product in a damaged condition?
If you receive the product in a damaged condition, we take responsibility from our end to process it further. Kindly email us at namaste@tranceterra.in with pictures and order number within 24 hours after you had received the package. Our team will assess the damage and will assist you through the exchange/refund process if it fits perfectly with our refund policy.
What if I want to return the product?
We hope it never happens 🙂 We only accept returns if you have received a wrong product or your product in a damaged condition.
Kindly email us at namaste@tranceterra.in with pictures and order number within 24 hours after you had received the package. Our team will assess the damage and will assist you through the exchange/refund process.
How do I cancel my order?
You can cancel your order before it has been shipped, if order is on hold or the payment failed then only you are allowed to cancel it. To cancel an order, you directly go to My orders on the website and request for a cancellation.
If you had paid for the product through Credit/Debit/Net Banking or other mode of payment, we shall initiate the process for refund within 2-4 business days. However, it may take approximately 3-7 business days to refund the amount to the same payment source you had opted during the payment process.
What is Trance Terra’s Cancellation Policy?
You can cancel an order before it is shipped, if order is on hold or the payment failed then post that the cancel option will not be available on Trance Terra’s website. This includes items purchased on sale also. Any amount paid will be credited into the same payment mode using which the payment was made.
How can I create an account on Trance Terra?
Click on “Create an Account” after that enter your email id and submit. You will then receive an automatically created password on your email id to log in. If you wish to change the password at any time, simply go on your account details and change it once you have logged in.
How do I login on Trance Terra?
For the Trance Terra family, simply enter your email id/username along with the set password and you will be logged in to your account.
Can I change my password?
Yes, since the password is predetermined, you can easily go on “My account” >> “Account details” >> Change password and fill the required information.
What if I don’t receive an email due to poor network connectivity?
If you are not receiving the email, then wait for a while and try again.
Can I log in with my mobile number?
Currently on Trance Terra, you can only login via your email id.
If I forgot my password, can I change it and log in?
Yes, you can click on forgot password and create a new password to log in.
How can I pay for my order?
We support the following payment options at Trance Terra:
- Cash On Delivery (available in selected pin codes)
- Credit Card
- Debit Card
- Net banking
Do you provide Cash on delivery?
We do provide cash on delivery (COD) service but only in selected locations and is allowed only upto Rs.5,000.
What should I do if my payment fails?
Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment still fails, you can use the Cash on Delivery (COD) payment option, if available on the payment page to place your order. If your payment is debited from your account after a payment failure, it will be credited back within 7-10 days, after we receive a confirmation from the bank.
I just cancelled my order. When will I receive my refund?
If you had selected Cash on Delivery, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 2-4 business days. However, it may take approximately 3-7 business days to refund the amount to the same payment source you had opted during the payment process post cancellation.
What is your refund policy?
Refund can only take place if the order has been cancelled before dispatching or if the order met the return policy criteria. In that case, if you had paid for the product through Credit/Debit/Net Banking or other mode of payment, we shall initiate the process for refund within 2-4 business days. However, it make take approximately 3-7 business days to refund the amount to the same payment source you had opted during the payment process.
The refund amount is subjected to deduction of any bank transaction charges that has been incurred during the cancellation process.
Am I going to be charged GST on my order?
Yes, on every invoice generated there will be a GST charge the customer will have to incur.
If I return the product is GST deducted from my amount and then refunded?
No, you shall receive the entire amount including the GST into your account based on the payment mode selected.
What are terracotta products used for?
Terracotta products are used for various reasons such us cookware, serving ware, lighting, idols, tealight holders, titles, buildings, jewellry and many more.
Is terracotta same as clay?
While clay has various colours and it contains fine particles of hydrous aluminium silicates and other minerals. Terracotta on the other hand is an easily accessible type of earthenware clay that has rich red and orange hues and mostly it is used for pottery.
How terracotta products are made?
Terracotta products can be handcrafted or even moulded. The process of creating terracotta products consists of various stages from clay refining by removing dust particles , clay mixing, wheeling, drying and firing.
In the Initial stage the clay is refined by removing the dust particles like stones, lumps and other impurities in the clay. This is done manually using fine nets to filter the dry clay.
Why do we use terracotta products today?
People are moving towards a sustainable lifestyle and terracotta products is one such choice. Cookware, serving ware is the best example as the food is healthier and naturally made. Terracotta lighting, idols, jewellery, tiles and architecture is also very famous.
What is an SKU code?
Each product on the website has a unique code attached to it. You can view the SKU code of the product by visiting the product page.
What if I want to buy in bulk?
If you wish to order in bulk, all you got to do is write to us at namaste@tranceterra.in & our team shall get in touch with you. Do share your requirement along with the location and contact number.
How are your products created?
Products are created by shaping clay using different techniques of formation like wheel throwing, slip casting, moulding and press casting.
What materials do you use and are they safe?
We use materials that are derived from earth that is clay, some stone powders like quartz & natural colouring oxides which are fired at the temperature range of 1050 to 1200 degree which makes them food safe.
Are they handmade?
All the products are handmade, our craftsmen take great pride and efforts on each and every article to archive the desired look and finish.
Who makes these products?
Trance Terra products are made by well-trained team of craftsmen originating from a tribe in a district in Maharashtra.
The products look beautiful but seems risky for my house.
Beautiful products should be handled gracefully and carefully.
Are these safe to eat in?
Yes, we don’t use any non-toxic substance to make the products hence they are safe for
cooking and serving.
Do I need to use a particular soap?
Washing instructions are provided with every product please follow them.
Does terracotta catch fungus?
Terracotta cooking containers may catch fungus. So immerse in hot water and wash with baking soda may work.
Can I microwave my food in your cookware or serving ware?
Yes ofcourse, these products are microwaves and ovens safe.
For the lighting products, do we need specific wires?
Don’t worry, it comes with all the accessories.
I still have a question.
It’s good to question, we’d be more than happy to respond. Simply email us your question at namaste@tranceterra.in