Frequently Asked Questions

Welcome to Urban Dil! We’re so glad you’re considering bringing our handcrafted, sustainable lifestyle products into your store. Below are answers to some frequently asked questions to help you understand how we work and what you can expect when sourcing from us.

1. Are all your products handmade?

Yes. Every item is lovingly handmade by skilled artisans across India using traditional techniques and sustainable materials. This means:

  • No two pieces are exactly the same

  • Slight variations in color, texture, and embroidery are part of the beauty and authenticity of artisan work

  • These are not imperfections, but marks of craftsmanship

We recommend embracing these variations as part of the product story your customers will love.

2. What is your production and shipping timeline?

  • Ready-to-ship items: Dispatched within 2-3 weeks

  • Made-to-order or bulk orders: Usually take 4-5 weeks, depending on quantity and complexity

We’ll always communicate clearly if any delays occur.

3. Do you ship internationally?

Yes, we ship globally from our artisan hubs in India. Shipping is either done directly from India to help us save our carbon footprint.

  • Orders are shipped via trusted logistics partners such as DHL, FedEx, or India Post

  • Tracking details will be shared after dispatch

4. Who pays customs duties and import taxes?

Customs duties, VAT, or import taxes (if applicable in your country) are the retailer’s responsibility.

5. Can I choose my own shipping provider?

We ship using our trusted partners, but if you’d like to use your own freight forwarder, please contact us—we’ll do our best to accommodate special requests.

6. Can I cancel or modify an order after it’s placed?

We accept changes or cancellations within 24 hours of placing an order. After that, production or dispatch may already be in motion. For customised orders, no cancellations are allowed.

7. Do you provide product photos or marketing materials?

Yes! Retailers get access to:

  • High-resolution product photos

  • Lifestyle images (where available)

  • Product care guides and artisan stories

Email us at contact@urbandil.com to request access.

8. Do you offer white-label or branded packaging options?

Yes, we offer white-label solutions for select products and order volumes.

  • Products can be shipped white-labelled if you're reselling under your own store label

  • We also offer custom packaging options (tags, labels, inserts) for bulk orders, depending on feasibility

  • Minimum quantities and additional lead times may apply

9. What is your return or exchange policy for retailers?

We do not accept returns unless the item is damaged in transit.

  • Please report damages with unboxing videos and photos within 24 hours of delivery

  • If approved, we will issue a refund or replacement

10. Is there a minimum order quantity (MOQ)?

Our standard MOQ is 3 pieces per design to support small-batch retail and first-time sampling. For volume pricing or reorders, we're happy to accommodate larger quantities.

Our smaller MOQ also supports ethical production and helps in reducing waste.

11. How do I place a wholesale order?

You can directly place an order by browsing our website. For larger quantities and customisations, please email us directly at contact@urbandil.com.

12. Do you offer other lifestyle categories?

Yes! While we currently focus on handcrafted home decor, we are expanding into:

  • Sustainable apparel

  • Ethical accessories

  • Conscious living items

Let us know what you’d love to see!

Still have questions?

We're here to help.
📩 Email: contact@urbandil.com
📸 Instagram: @urbandil333