FAQ

TRIVASA

THE HERITAGE FINDS

Frequently Asked Questions

Everything we hope you'll never need to ask; but we've put it down anyway, so you don't have to wait for an answer.

About Trivasa

What is Trivasa?

Trivasa is a small, Indian D2C home décor brand started by three founders - Muskan, Nidhi and Aashish. We curate handcrafted and thoughtfully made objects from artisan clusters and small workshops across India - ceramic, terracotta, marble, resin, wood, jute, glass, brass, copper and many more. Our intent is simple: to bring back into Indian homes the pieces that are made slowly, by people whose craft we believe in.

What does the name Trivasa mean?

"Tri" stands for the three of us who started this, and "vasa" comes from the Sanskrit for home or dwelling. Trivasa is our way of saying; three friends, building something for your home.

Are all your products handmade?

Most are. We work primarily with artisan-made pieces - but a few items in our range are factory-finished products that we've vetted carefully for quality, design and durability. We're transparent about this on each product page. The thread connecting everything we sell is that it has to be something we'd genuinely place in our own homes.

Do you have a physical store?

Not yet. For now, we operate entirely online – through our website, Instagram (@trivasa_theheritagefinds), and WhatsApp. If you'd like to see something in detail before buying, message us on Instagram or WhatsApp and we'll happily share more photos, videos, and dimensions.

Ordering

How do I place an order?

You can place orders through our website at www.trivasa.co.in or message us on Instagram (@trivasa_theheritagefinds) or WhatsApp at [+91 7488965556] or email [trivasa.thf@gmail.com]. We are happy to take orders manually and answer any questions before you check out.

My purchase is a gift. Can you send the order without an invoice?

Yes, we can. You can add a note at checkout asking us to leave out the invoice, or you can message us with your order ID after placing the order; we'll happily take care of it. We can also include a small handwritten note on your behalf if you let us know what you'd like it to say.

Can I add a personalised gift note?

Yes. Please share the message you'd like with us on email, WhatsApp or Instagram after placing your order, and we'll handwrite it on a Trivasa card and tuck it inside the box. There is no extra charge for this.

Can I buy in bulk for an event, gifting, or my office?

Yes! We love bulk and corporate gifting orders. Please write to us at [trivasa.thf@gmail.com] or DM us on Instagram or Whatsapp with your requirement, approximate quantity, and timeline, and we'll come back with a curated selection and pricing. Bulk orders typically need 3–4 weeks of lead time depending on the pieces chosen.

Can I request a custom or made-to-order piece?

For some of our artisan partners, yes. If there is a colour, size or finish you'd like that isn't on the website, write to us; we'll check feasibility, share a quote and timeline, and get back to you. Custom pieces typically take 4–6 weeks.

Payment

What payment methods do you accept?

As of now, we accept only UPI. If you face any trouble at checkout, message us; we can also share a direct payment link over WhatsApp or Instagram.

Do you offer Cash on Delivery?

Not at the moment. As a young brand, COD is not yet sustainable for us; packing and shipping handcrafted pieces only to have an order refused at the doorstep is a cost we cannot absorb. We hope you'll understand. We're working on enabling COD in select pin codes soon.

Shipping & Delivery

How long does delivery take?

Standard delivery takes 7 to 10 working days from the date your order is dispatched. We dispatch within 2–3 working days of receiving your order. The exact timeline depends on your delivery pin code and the courier partner serving your area.

Can I get my order faster?

Yes. We offer express delivery on request. Charges are calculated on actuals based on the weight and dimensions of the package. Before placing your order, please ping us on WhatsApp at [+91 7488965556] or DM us on Instagram with the items you'd like and your delivery pin code, and we'll come back with the express shipping cost so you can decide.

Do you ship across India?

Yes, we ship pan-India. A few remote pin codes may not be serviceable by our courier partners - in such cases, we'll reach out to you within 24 hours of your order to either suggest an alternate delivery address or refund the order.

Do you ship internationally?

Not currently. But we are open to exploring if you are genuinely interested to work with us. We hope to open international shipping in the months ahead. If you'd like to be notified when we do, follow us on Instagram or drop us a note at [trivasa.thf@gmail.com].

How will I know my order has been shipped?

Once your order ships, you'll receive an email and SMS with your tracking link. You can also track your order anytime by writing to us with your order ID or tracking the docket number shared by us.

My tracking link hasn't updated. What do I do?

Couriers occasionally take 24–36 hours to update tracking after pickup. If your link still hasn't moved after 48 hours, write to us at [trivasa.thf@gmail.com] or WhatsApp us with your order ID; we'll chase the courier on your behalf.

What are your shipping charges?

We offer free shipping on orders above Rs. 1499. However, for order below this, we charge a nominal fee of Rs. 149.

When Your Order Arrives

What should I do when my order arrives?

Please open your package within 24 hours of delivery and inspect the pieces. If anything looks damaged, chipped, or different from what you ordered, get in touch with us straight away. We strongly recommend filming a short unboxing video; it makes resolving any issue much faster, and we ask for it in case of damage claims.

My order arrived damaged. What do I do?

We're truly sorry. Please write to us at [trivasa.thf@gmail.com] or WhatsApp us at [+91 7488965556] within 24 hours of delivery, with a clear video of the damaged piece. Once verified, we'll arrange a replacement (subject to availability) or credit note equal to the value of the item.

Returns, Replacements & Store Credit

Do you offer returns?

We do not offer general returns. Since we are a small brand working with curated and often handcrafted pieces, we are not yet able to support change-of-mind returns. We hope you'll understand. We do offer replacements or store credit for items damaged in transit.

How do I get a replacement or store credit for a damaged item?

Email us at [trivasa.thf@gmail.com] or WhatsApp [+91 7488965556] within 24 hours of delivery, with a clear video of the damaged piece. Once verified, you can choose between a replacement (subject to availability) or store credit valid for 6 months on www.trivasa.in.

Will I have to pay for return shipping in case of a damaged piece?

If we ask you to send the damaged piece back, the return shipping is borne by the customer; ₹149 for smaller, lighter pieces and up to ₹199 for larger or heavier ones. This is deducted from the store credit or invoiced separately for replacements. For very small or low-value items, we may not need the piece returned at all, and your replacement or store credit will be issued straight away.

How long is store credit valid?

6 months from the date it is issued. It can be used on any product on www.trivasa.co.in

Are shipping charges refundable?

Shipping charges paid at the time of placing the order are non-refundable, even in the case of damage or cancellation. The amount is paid to our courier partner and isn't ours to return.

Product Care

How do I take care of brass and copper pieces?

Brass and copper develop a natural patina over time; many of our customers love this character. To clean: wipe gently with a soft, dry cloth. To restore shine: use a paste of half a lemon and a teaspoon of salt, rub gently, rinse, and dry thoroughly. Avoid harsh chemicals, dishwashers, or abrasive scrubbers.

How do I clean ceramics and stoneware?

Hand-washing in warm soapy water is best for our handcrafted ceramics. Avoid sudden temperature changes (hot piece in cold water, or vice versa); they can cause stress fractures. Most pieces are not microwave or dishwasher safe unless specifically marked on the product page.

How do I care for wooden objects?

Keep wood away from direct sunlight and damp areas. Wipe with a soft, slightly damp cloth and dry immediately. Once or twice a year, condition the wood with a light coat of food-safe mineral oil to keep it from drying out.

Handcrafted Variations

Why do two pieces of the same product look slightly different?

Because some of the pieces were made by hand, by a person, on different days. The clay was a slightly different consistency. The brass cooled at a different rate. The hand carving the wood paused half a second longer on one curve. We celebrate these small variations; they are how you can tell a piece was made by a person and not stamped out by a machine. A handcrafted piece will rarely be identical to its photo or to another piece in the same set.

Are these natural variations considered defects?

No. Slight differences in colour, texture, finish, weight or size for handcrafted items are not considered defects and are not eligible for replacement or store credit. We are very transparent about this; please read product descriptions carefully and feel free to message us for additional photos before ordering if you'd like to see more of the variation.

Your Account & Privacy

How do you use my personal information?

We collect only what we need to deliver your order: name, address, phone number, email, and to communicate with you about it. We never sell your data to anyone.

Still have a question?

If something we haven't covered here is on your mind, please don't hesitate. We are a small team and we read every message ourselves.

Email: [trivasa.thf@gmail.com]

WhatsApp: [+91 7488965556]

Instagram DM: @trivasa_theheritagefinds

We aim to respond to every message within 24–48 hours, Monday to Saturday.

With care,

— Muskan, Nidhi & Aashish