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    FREQUENTLY ASKED QUESTIONS

    Q: Why is there a long wait time on made-to-order and bespoke items?

    A: Great things take time! Here at Kurato, we're steering clear of the "fast fashion" frenzy. Our Makers, based in the vibrant UK creative scene, are independent artisans. They infuse their craftsmanship, expertise, and heart into each piece they create. This devotion to quality and uniqueness demands a bit of patience. So, while you wait, remember that you're not just getting a product – you're receiving a one-of-a-kind item or one from a small batch production. Plus, your purchase directly supports local artisans and helps to build up our creative scene. Win-win!

    Q: Could you guide me through the process of ordering a bespoke piece?

    A: Ever wondered about the enchanting world of bespoke creations? Whether it's a symbol of eternal love like an engagement ring or a personal masterpiece just for you, the journey is nothing short of delightful. When you're in search of a genuinely unique piece, our skilled Makers are poised to transform your vision into reality. Here's a glimpse into how this magic unfolds:

    1. Connect: Begin by discovering our gifted Makers, each with a distinct style. Navigate to our Shop page and explore artisans offering bespoke services under the Bespoke category. Once you've found your perfect match, simply add the Bespoke service to your cart at no cost. The Maker will then reach out to arrange a Consultation – the first step towards crafting your dream piece.

    2. Collaborate: Your Maker will have a consultation with you to understand your preferences, materials, and any intricate details you'd like to incorporate.

    3. Design & Proposal: Based on your discussion, the Maker will craft a design proposal. You'll have the chance to review and provide feedback.

    4. Refinement: Once the design is approved and you have agreed a price, the Maker will start creating your piece. You might receive updates and photos as it progresses.

    5. Completion: When your bespoke item is ready, it will be delivered to you. A unique creation tailored to your taste!

    Bespoke pieces often take time, as they are meticulously crafted. The result? A truly special piece that holds meaning and memories. Contact us or one of our Makers to embark on this creative journey!

    Q: How long does shipping typically take?

    A: Shipping times can vary depending on the seller and the destination of the package. Each seller on Kurato sets their own shipping policies and provides estimated delivery times on their product listings. It's recommended to review the shipping information provided by the seller before making a purchase. Additionally, please consider potential delays due to unforeseen circumstances such as holidays or extreme weather conditions.

    Q: Can I track my order?

     A: Yes, if tracking information is available for your order, it will be provided to you. You can access the tracking details through your Account or by following the tracking link provided in your order confirmation email.

    Q: Are returns accepted on Kurato?

     A: We recommend reviewing our return policy and any specific return policy stated on the product listing before making a purchase. If you encounter any issues with a return, please contact the seller in the first instance or our Support team support@kurato.co.uk, and we will facilitate communication between you and the seller to find a satisfactory solution.

    Q: How can I return an item?

    A: Typically, you will need to contact the seller directly to initiate the return process. If you encounter any difficulties or need further assistance, our Support team is here to help facilitate communication between you and the seller. Please see our returns policy for more information kurato.co.uk/refund-returns-policy.

    Q: How does shipping work on Kurato?

    A: As a marketplace, shipping is handled by individual sellers on Kurato. Sellers set their own delivery and packaging fees and always use fully tracked and reliable shipping services. When placing an order, you will be provided with the estimated shipping time and any available tracking information will be added to your order once dispatched. Please note that sellers are responsible for the delivery of the items. Please see kurato.co.uk/delivery-information for more information.

    Q: What if I have an issue with my order or need assistance?

    A: If you have any concerns or need assistance with your order, our dedicated Support team is here to help. Simply reach out to us via email at support@kurato.co.uk, providing your order details and a clear description of the issue. We will promptly address your query and work towards a resolution. However, please contact the seller in the first instance.

    Q: How can I contact the seller for product inquiries or additional information?

    A: To contact a seller, you can use the messaging system provided on the Kurato platform. Simply visit the product listing page and look for the "Contact Seller"  button within the Vendor Info tab. Sellers are typically responsive and will address any questions or concerns you may have about their products.

    Q: Will you restock items indicated as “out of stock?”

    A: While we strive to maintain a diverse and up-to-date inventory, the availability of products can vary. Some items may be restocked by sellers, while others may be limited edition or one-of-a-kind. A seller may also offer the item on a made to order basis in which case they will make one just for you. We recommend checking back regularly or contacting the seller directly to inquire about restocking timelines and time needed to create made to order items.

    Q: Do you ship internationally?

    A: Currently, Kurato is focused on serving customers within the United Kingdom. We ship to UK addresses only. However, we aim to expand our shipping capabilities in the future to include international destinations.

    Q: Will I receive the same product that I see in the picture?

    A: At Kurato, we encourage sellers to provide accurate and representative product images. However, please note that slight variations in color, pattern, or texture may occur due to factors such as lighting, individual monitor settings and the handmade nature of the product. As such the image in the product listing may not be the exact item you will receive but may instead be representative. If you have any specific questions about a product's appearance or features, we recommend reaching out to the seller directly for clarification before making a purchase.

    Q: Where can I view my sales receipt?

    A: After making a purchase on Kurato, a sales receipt will be emailed to the email address associated with your account. Please check your inbox, including your spam or junk folder, for an email from Kurato. If you are unable to locate the sales receipt, please contact our Support team, and we will aim to assist you in retrieving a copy.

    Q: How can I become a seller on Kurato?

    A: To become a seller on Kurato, simply visit our website and navigate to the footer and click "Sell With Us". Alternatively visit the About Us page. There, you will find the information and steps to apply to become a seller and start listing your products.

    Q: What payment methods are accepted on Kurato?

    A: Kurato currently accepts payments through major credit cards, including Visa and Mastercard. We also offer payment options through trusted third-party providers, such as Stripe, ApplePay, GooglePay and Paypal. Options may differ for each seller.

    Q: Can I cancel or modify my order?

    A: Order cancellations or modifications may be possible depending on the status of your order. We recommend contacting the seller as soon as possible with your order details. They will assist you in determining if any changes can be made.

    Q: Is my personal information secure on Kurato?

    A: At Kurato, we take your privacy and data security seriously. We have implemented robust measures to safeguard your personal information. Please refer to our Privacy Policy for detailed information on how we handle and protect your data.

    Q: How do I contact Kurato for general inquiries or feedback?

    A: If you have any general inquiries or feedback, we would love to hear from you. Please send an email to enquiries@kurato.co.uk, and we will make every effort to respond to your message in a timely manner.