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Handmade Help Center

Customer Care

You can contact our Customer Care team between 6am-8pm MST, Monday-Friday.

Phone: +1(866) 256-3108

Email: customercare@handmade.com

Frequently Asked Questions

1)
How do I know I can shop with confidence at handmade & co.?

handmade & co. is the newest member of the Overstock family. Since launching in 1999, Overstock has evolved from a small startup to a billion-dollar retailer that you can trust. Backed by the talent and experience of Overstock, handmade & co. introduces a new way of supporting independent makers by curating their products and sharing their stories on an easy-to-shop site.

2)
Where are handmade & co. products actually made?

We are proud to partner with highly skilled makers around the world to offer you their unique, handcrafted products. With every handmade & co. purchase, you know exactly where it came from, who made it, and the story behind it.

3)
What makes a handmade & co. product handmade?

Glad you asked! At handmade & co., it’s any product in which 50% or more of the process to create it is done by hand.

4)
How are handmade & co.’s products sourced?

Our team of product curators have traveled the world and formed partnerships with maker groups from all over for 17 years and counting. Through their craft(s), we are able to help makers bring unique products to a broader market, and help them to improve their livelihoods. We also partner with makers here in the USA.

5)
Why should I create an account?

When you register and create your account, we’ll remember your information so that the checkout process is easy breezy. You’ll also be able to store handy things like addresses, email preferences, and check up on your order history.

To create an account, click on the ‘Sign Up’ link at the top right of the homepage. Then …

  • Enter your email address.
  • Create your password.
  • Click ‘Create Account.’
  • Marvel at how fast the whole process was.
6)
Oops! I forgot my password.

It’s OK. Could happen to anyone. Fortunately, resetting it is easy.

  • Click on the ‘Sign In’ link at the top right of the homepage.
  • Click the ‘Forgot Your Password?’ link under the sign in button.
  • Enter the email address you used when you created your account.
  • Click the ‘Send Password’ button.
  • Check your email for a link to reset your password.

The link to reset your password is only valid for 30 minutes, so try not to get too distracted by world events or our new arrivals.

To reset your password:

  • Click the link provided in the email we sent to reset your password.
  • With the following in mind, enter your new password in both fields.
    • Don’t reuse an old password.
    • Avoid repeating a character 3 times in a row. (Ex. ‘aaa’)
    • Ensure your new password is at least 10 characters long and contains the following:
      • 1 or more special characters
      • 1 or more uppercase letters
      • 1 or more digits
  • Write down your new password where you can find it.
  • Click the ‘Click Here to Continue’ button.

You’ll now be logged into your account, and life will get a lot more exciting.

7)
How is handmade & co. helping reduce environmental impact?

handmade & co. is a proud partner of Carbonfund.org  and is committed to continuing the relationship and having a positive impact on the environment. Through this important collaboration, we are able to provide carbon-neutral shipping on all handmade & co. orders at no additional cost to customers. Carbon-neutral shipping is a process that balances the carbon emissions of shipping to promote clean energy and reforestation. 

8)
How do I get free shipping?

It’s easy. Just spend $45 or more, and you’ll get free standard shipping within the continental United States. Learn more

9)
What’s your return policy?

Item not quite right? No problem. Simply send it back within 30 days from delivery, in new, undamaged, and unused condition. Learn more

10)
I’d like to exchange an item.

Simply return the item you no longer want, following the instructions here , and then order the item you’d like instead. 

11)
Can I make a change to my order?

Unfortunately we don’t have the capability at this time to allow changes to an order after it’s been submitted. But we have a solution. If your order has not been processed by the warehouse, you can cancel your original order and place a new order. To cancel an order, please call our Customer Care team at +1(866) 256-3108, or send an email to customercare@handmade.com.

12)
What’s your refund policy?

We like to play fair. Full refunds are issued for defective products or any errors on our part. Partial refunds are issued for items that have been used, shows signs of wear, or are being returned after 30 days of delivery date. Learn more

13)
Where’s my package?

When your order was shipped, you were sent an email with tracking info. Access that and you can locate just where your order is on its journey to you. If you need to change something on your order, like the delivery address, contact us at +1(866) 256-3108.

14)
My item is missing a part. What do I do?

Please accept our apologies. If your item is missing a part, please check the shipping box, along with any pockets, or pouches on the item where the missing part could be concealed. If you determine that the part is indeed missing, please contact our Customer Care team right away, or at least within 30 days of receiving your item.

15)
Looks like my order was damaged in transit. What do I do?

If your shipping box or package has obvious damage, please ask the delivery person to open it and inspect the contents with you. If there is damage, refuse the shipment and write “refused due to damage” on the delivery receipt. Keep a copy of the delivery receipt and contact our Customer Care team immediately. If you decided to accept the package, keep all original packing materials for 30 days in case you discover damage or defects after delivery and need to return the item.

16)
What payment options do you accept?

We accept Visa, MasterCard, American Express, and PayPal.

17)
What is Flow.io and why is it listed on my payment receipt?

It’s all good. handmade & co. partners with global e-commerce solutions company, Flow, to provide you with a seamless shopping experience. Since Flow manages our checkout process, you’ll be asked to agree to Flow’s privacy policy and terms at checkout. Your purchase will be listed as “handmade & co*Flow” on your bank or credit card statement.

18)
What’s your policy on product safety and recalls?

We constantly monitor product safety and recall alert websites. When a situation arises, we may remove the product from the website, reach out to manufacturers for additional information, and notify customers that previously purchased the impacted products.

If you have ordered an item from us that has been recalled, you’ll receive an email with the recall notice and instructions on what to do with the recalled item.

19)
What’s your privacy and security policy?

handmade & co. is part of the Overstock family, so we follow the Overstock.com, Inc. guidelines regarding privacy and security. Click here to learn about: what information we collect, when we collect it, how and why we collect it, how we use it, how we protect it, how we share it and what choices you have regarding our collection and use of this information.

20)
What do you do about pricing errors?

Try as we might to avoid them, pricing errors may appear on site from time to time. When the correct price of an item is less than the stated price, we’ll charge you the lower amount. If the correct price is higher than our stated price, we’ll contact you at our discretion to notify you before shipping the item out to you. When a pricing error is reasonably obvious – like a carved wooden chest for $1, for example, we’re not obligated to provide the product to you at the incorrect price.