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Frequently Asked Questions
We live and breathe craftsmanship. Everything you need to know about your 360-degree craft space.
About Handeera
What is Handeera?
Handeera is the leading space for craft enthusiasts. We are a 360-degree platform that brings together everything you need: curated handcrafted products, online and in-person courses, quality materials, and legal services for artisans. We have created a complete universe where each piece tells a story of dedication and mastery, and where you can discover, learn, and grow in the world of authentic craftsmanship.
How does Handeera differ from other platforms?
Unlike other platforms, at Handeera we apply a rigorous selection process to all our artisans and products. It's not enough for something to be "handmade"—we look for pieces with soul, history, and true craftsmanship. Furthermore, we are the only platform that integrates all facets of craftsmanship: from acquiring unique products and learning through courses to providing legal support for artisans. Our unique six-pillar method guarantees a superior experience in every aspect of our platform.
How can I contact customer service?
Our premium support team is available through multiple channels:
- Email: support@handeera.com
- Live chat: available on our website Monday to Friday from 9:00 to 19:00
- Telephone: +34 667 259 798 (open from 10:00 to 18:00)
How can I create an account on Handeera?
Creating your account is very easy:
- Click on "Log in" in the top right corner of our website
- Select "Create new account"
- Complete the form with your personal information.
- Verify your email address by following the link we will send you.
Handcrafted Products
How do they select the products they offer?
At Handeera, every product undergoes a rigorous selection process. First, we evaluate artisans based on their experience, techniques, and commitment to authentic craftsmanship. Then, each piece is individually reviewed by our team of experts to ensure it meets our high standards of quality, originality, and artisanal value. It's not enough to simply be "handmade"—we seek treasures that tell a story and represent true artisanal mastery.
What are the delivery times?
Thanks to our precision logistics, we guarantee:
- Products available immediately: Shipping in less than 24 hours from the artisan
- Domestic deliveries: 48 hours from shipment
- International deliveries: 5 to 10 business days
Times may vary during periods of high demand such as holidays or special promotions.
What is the returns policy?
We offer a 15-day money-back guarantee from the date of receipt, provided the artisan allows it depending on the product type. Personalized, perishable, or personal hygiene items are generally not eligible for returns due to safety and hygiene reasons. To initiate a return:
- Log in to your account and go to "My Orders"
- Select the order and the product you wish to return
- State the reason for the return
- Follow the shipping instructions
Can I track my order?
Yes, we offer real-time tracking for all your orders. Once your order has shipped, you'll receive an email with a tracking number and a link to monitor its status. You can also access this information in the "My Orders" section of your Handeera account.
What are the shipping costs?
Shipping costs are calculated based on the destination and weight of the package. However, we offer:
- FREE shipping for purchases over €80 when the artisan is from the same country as the recipient
- Reduced rates for international shipping on orders over €120
Can I buy personalized products?
Absolutely! Many of our artisans offer the option to personalize their creations. The product page will clearly indicate whether personalization is available. We also have a special service for custom projects where you can contact the artisan directly to create a unique piece that tells your own story. To begin this process, select the "Request Personalization" option on the product page or contact our team.
Online Courses
How do online courses work?
Our online courses are designed to offer a complete learning experience from the comfort of your home:
- 24/7 access to all lessons from any device
- High-quality video content with detailed explanations
- Downloadable materials (guides, patterns, templates)
- Discussion forums to interact with the teacher and other students
- Practical assessments with personalized feedback
- Certificate of completion
What guarantees do they offer for the courses?
At Handeera, we are so confident in the quality of our courses that we offer a double guarantee:
- Satisfaction guarantee: If you are not satisfied with the course content during the first week, we will refund 100% of your investment, no questions asked.
- Teacher Guarantee: If you feel that the teacher does not meet your expectations during the first week, you can also request a full refund.
Do I need specific materials for the online courses?
Each course includes a detailed list of required materials before registration. For your convenience, we offer:
- The option to purchase kits of specific materials for each course
- Affordable alternatives for different budgets
- Special discounts in our materials section when you enroll in a course
Can I interact with the teacher during the online course?
Yes, we actively encourage interaction between students and teachers. Depending on the course, you will have access to:
- Live question and answer sessions (webinars)
- Discussion forums moderated by the professor
- Customized reviews of your projects
- Direct chat with the professor during scheduled hours
Do the courses have start and end dates?
We offer two types of online courses:
- Self-paced courses: Available immediately after enrollment, with no deadlines. You can progress according to your availability and access the content for at least 12 months.
- Cohort courses: With specific start and end dates, where you progress alongside a group of students. These courses offer greater interaction and real-time monitoring.
Do I receive any certification upon completion of a course?
Yes, upon successful completion of an online course you will receive a digital certificate from Handeera that validates your new skills. This certificate includes:
- Course name and training hours
- Skills acquired
- Name of the master craftsman instructor
- Verifiable QR code
Face-to-face courses
How can I find in-person courses near my location?
Our advanced search engine for in-person courses allows you to filter by:
- Location (city, region, country)
- Maximum distance from your location
- Craft discipline
- Level (beginner, intermediate, advanced)
- Available dates
- Price range
What does the price of an in-person course usually include?
The price of our in-person courses generally includes:
- Direct training with the master craftsman
- Basic materials needed for the development of the course
- Use of tools during sessions
- Supplementary teaching materials
- Certificate of participation
- Coffee breaks or light meals
- Complete kit of materials to take with you
- Basic tools to continue practicing at home
The detailed description of what each course includes is clearly specified on its information page, guaranteeing total transparency.
What is the cancellation policy for in-person courses?
Our cancellation policy for in-person courses is as follows:
- Cancellation more than 14 days in advance: 100% refund
- Cancellation between 7 and 14 days prior: 75% refund
- Cancellation between 3 and 7 days prior: 50% refund
- Cancellations made less than 3 days in advance: no refund, but we offer the possibility of transferring the registration to another person or to a later date (subject to availability).
If the course is cancelled by the artisan or by Handeera, a full refund or the option to reschedule at no additional cost is offered.
Is there a limit on the number of places available in the in-person courses?
Yes, all our in-person courses have a limited number of places to ensure personalized attention and an optimal learning experience. The exact number of participants varies depending on:
- The artisanal discipline (some require more individual attention)
- The size of the workspace
- The level of the course (advanced courses usually have smaller groups)
- The instructor's methodology
Can I propose organizing an in-person course in my city?
Absolutely! We value community suggestions for expanding our network of in-person courses. If you'd like us to organize a specific course in your area, you can:
- Submit your proposal using the "Request a course in my city" form
- Indicate the craft discipline of interest.
- Suggest possible venues for its implementation
- Estimate the number of interested people
Preparation and Shipping
How does the shipping process work on Handeera?
At Handeera, we believe in the power of authenticity, which is why each piece travels directly from the hands that created it to the person who values it. The process is simple:
- You receive a notification when someone purchases your creation.
- You prepare the product with the same care you put into creating it.
- Our transport service will coordinate the pickup with you.
- You hand the package to the carrier when they come to pick it up.
- We take care of tracking it until it reaches its destination.
Important: As the artisan, you are responsible for ensuring that each piece is properly packaged to protect it during transport.
What materials should I use for packaging?
At Handeera, we promote the care of both your crafts and the planet. We recommend:
- Protective materials adapted to the fragility of your piece: bubble wrap, tissue paper, cardboard padding, etc.
- A sturdy box that adequately protects the contents
- If possible, opt for recycled or biodegradable materials (your customers will appreciate it!).
Tip: Add a personal touch with a handwritten note or a small gift. These small gestures strengthen the connection between your art and the recipient.
How much time do I have to prepare an order?
We understand that craftsmanship is not created in haste, but with dedication. That's why:
- For pre-made products: you have 3 business days to prepare the shipment
- For customized products: you set the deadline when configuring the product.
If you need more time due to special circumstances, please contact our team through your artisan dashboard to request an extension.
How do I coordinate the pickup with the carrier?
We've simplified this process so you can focus on what you do best:
- When you mark an order as "Ready to Ship" in your dashboard
- You will receive an email with the collection date and time slot (usually within the next 24-48 hours)
- The carrier will come to the address you have registered as your workshop or collection point
- You will only need to hand over the package and the delivery note that you will have received by email.
Remember: It is essential that someone is present during the agreed time slot to make the delivery to the carrier.
What happens if I have to be away and can't deliver an order?
The life of an artisan is full of unexpected events, and we understand that. If you need to be away:
- Give advance notice through your panel by selecting "Manage availability"
- If it's a last-minute emergency, contact our support service immediately.
- We can reschedule the pickup or temporarily activate your "Vacation Mode"
The important thing is to maintain fluid communication so that we can help you manage the situation without affecting the buyer's experience.
Can I use my own courier service?
We value creative independence, but to ensure a consistent experience:
- Shipments within Handeera must be made through our partner carriers
- This allows us to offer negotiated rates, integrated tracking, and incident resolution.
- We also ensure basic insurance coverage for all parts in transit.
Advantage: Our integrated system allows you to save time on logistical management so you can dedicate it to your art.
How do I handle returns?
Returns are part of the commercial process, even in the artisanal world:
- The buyer has 14 days to request a return (except for personalized products)
- When a refund is requested, you will receive a notification.
- The carrier will collect the item from the buyer and return it to your workshop.
- You will need to confirm receipt and condition of the product
Once the item is confirmed to be in good condition, we will process the refund to the buyer. If you notice any damage not listed, you will have 3 days to report it.
What do I do if a product is damaged during transport?
The safety of your creations is paramount, and although rare, accidents can happen:
- If the buyer reports damage, they request photographs through the messaging system.
- Report the incident in your dashboard, under the "Incident Management" section.
- Our team will evaluate the case based on the documentation provided.
- All shipments include basic insurance that covers damage during transport
Important: Proper packaging is your best ally. If the damage is determined to be due to insufficient packaging, coverage may be affected.
How can I offer international shipping?
Your art knows no borders, and we want to help you expand its reach:
- Activate international shipping from your settings panel
- You can select specific regions or open your store to the whole world.
- The system will automatically calculate rates and delivery times.
- The preparation and delivery process to the carrier is identical to that of domestic shipments.
For shipments outside the EU, we will provide you with the necessary customs documentation that you must include with the package.
Does Handeera offer packaging materials for artisans?
Yes! We want to make the entire creative process easier, including the packaging:
- In our "Materials for artisans" section you will find sustainable packaging options
- We offer boxes, tissue paper and protective materials with the Handeera logo (optional)
- We also have customizable labels to give a unique touch to your shipments.
Tip: Premium artisans enjoy a 15% discount on all packaging materials in our store.
Craft Materials
What types of materials do they offer?
At Handeera we offer a carefully curated selection of premium materials for various craft disciplines:
- Textiles: wool, cotton, silk, felt, natural dyes
- Ceramics: clays, glazes, oxides, specific tools
- Jewelry: metals, stones, precision tools
- Wood: selected woods, natural varnishes, tools
- Paper: handmade papers, inks, bookbinding materials
- Glass: colored glass, specialized tools
- And many more categories...
Do they offer kits of materials specifically for beginners?
Yes, we have designed starter kits for each craft discipline that include:
- A selection of quality basic materials
- Essential tools to get started
- Step-by-step guide with detailed instructions
- Access to exclusive video tutorials
- Personalized advice for your first project
Do the materials come with instructions for use?
All our materials include:
- Detailed technical data sheet with properties and characteristics
- Basic user guide and best practices
- Storage and conservation recommendations
- Safety precautions when applicable
What is the return policy for materials?
To guarantee quality, our return policy for materials states:
- Unopened materials: full refund within 30 days of receipt
- Defective materials: immediate replacement or full refund
- Bulk or custom-cut materials: cannot be returned for hygiene and conservation reasons
If you have any doubts about the suitability of a material for your project, we recommend contacting our team of technical advisors beforehand, who will guide you in the most appropriate selection.
Do they offer sustainable or eco-friendly materials?
Yes, at Handeera we are committed to sustainability and respect for the environment. Our eco-friendly materials section includes:
- Natural fibers from certified organic farming
- Vegetable dyes and natural pigments
- Wood from responsibly managed forests (FSC certified)
- Local clays and ceramic materials
- Recycled materials and upcycling
- Vegan alternatives to animal-derived materials
Can I request specific materials that I can't find in the catalog?
Of course. Our "Materials Search" service is designed to help you find those specific or hard-to-find materials:
- Complete the materials request form describing what you need
- Our team of materials specialists will search among our suppliers
- You will receive a response with available options within 72 hours.
- If we locate the material, we will provide you with a no-obligation quote.
Services for Artisans
What legal services do you offer for artisans?
Our legal services for artisans cover all the needs of the sector:
- Legal structure: Advice on the most suitable legal form for your craft activity
- Intellectual property: Registering trademarks, designs, and patents to protect your creations
- Contracts: Contract templates for sales, collaborations, and custom orders
- Taxation: Advice on taxes, deductions and specific tax obligations
- Certifications: Help in obtaining official craft certifications
- Regulations: Information on regulations applicable to different artisanal products
How can I sell my handmade products on Handeera?
The process to become a seller artisan on Handeera consists of the following steps:
- Complete the application in the "Join as an Artisan" section, including photos of your creations and details about your technique and experience.
- Our team of curators will evaluate your application according to our criteria of quality, authenticity, and originality.
- If you are selected, we will contact you for an interview and a detailed review of your work.
- Once approved, we'll help you set up your online store and optimize the presentation of your products.
- You will receive personalized training on how to maximize your sales on the platform.
What are the sales commissions for artisans?
Our commission structure is designed to be fair and transparent:
- Basic commission: 15% of the sale price (lower than most similar platforms)
- Loyalty program: The commission is progressively reduced to 10% based on your sales volume and tenure.
- No hidden costs or fixed monthly fees
- Bi-weekly payments directly to your bank account
In addition, we reinvest part of these commissions in promoting your work through our marketing campaigns, trade shows and special events, increasing your visibility and sales potential.
What support do you offer artisans to improve their sales?
At Handeera we firmly believe in the success of our artisans, which is why we offer a comprehensive support program:
- Professional Photography: Professional photography service for your products at a reduced price
- Copywriting: Assistance in writing compelling descriptions that highlight the value of your creations
- Positioning: Specific SEO strategies to give visibility to your products
- Training: Webinars and workshops on sales techniques, digital marketing, and business management
- Data analysis: Detailed reports on your customers' behavior and purchasing trends
- Networking: Connecting with other artisans and professionals in the sector
Can I offer courses as an artisan on the platform?
Absolutely! We greatly value your knowledge and want to help you share it:
- You can offer both online and in-person courses
- We offer pedagogical advice to help you structure your course effectively.
- We provide technical assistance for recording and editing online content
- We manage student registrations, payments, and support.
- We promote your courses within our community and marketing channels
Do you offer funding or financial support for craft projects?
Yes, through various programs designed to support growth and innovation in the artisan sector:
- Microcredit Program: Small, interest-free loans for the purchase of materials or equipment
- Crowdfunding: A crowdfunding platform specifically for innovative artisan projects
- Training Grants: Aid for technical improvement or learning new disciplines
- Competitions: Periodic calls for entries with cash prizes and visibility
- Mentorship Program: Connecting with private investors interested in the craft sector
Didn't find the answer to your question? Contact our support team at support@handeera.com or call +34 667 259 798
Handeera - We live craftsmanship. © 2025 All rights reserved.