AlBurgan Handicrafts FAQ

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What is the origin of your beautiful designs?

Shipping
How do you ship/deliver?
Is there any shipping alternative?
How do you charge for shipping?
How shipping is calculated?
How do you ensure quality of items delivered?
How do you pack for shipment?

Payments
How do I pay?
What about Credit Cards?
How fax orders protects from fraud?
When will my credit card be charged?
Can I pay using cheques by mail?

Ordering
Do I have to order a minimum quantity?
What if I can't find an item or can't add it to my cart?
How long will it take for me to receive my order?
Can I track my order?
How do I modify/cancel my order?
What is your policy on returns and exchanges?
What if I don't receive my order?
What if my order is incomplete/incorrect?
What if my order arrives damaged?
Items I ordered doesn't look like what I had in mind?

Others
Can I make a special request or item customization?
Why to register an account with you?
I forgot my account password?
I changed the e-mail address used in my account?
How to edit my account information?
Do you keep my personal information? will you give it out?
Do you do whole Sale?

What is the origin of your beautiful designs?

All our products are designed by our talented designer LinaLama Burgan. Lina is inspired in her work by old Jordanian folklore in embroidery and sewing skills. Local artisans working with fabrics of the region produce our top quality finsihed items at our own workshops.

How do you ship/deliver?

We ship with ARAMEX, a first class international courier Door to Door delivery service.

Is there any shipping alternative?

Sorry for now, we will be checking other shipping alternatives in near future.

How do you charge for shipping?

Shipping prices are based on 0.5 kgs weights. Hereunder the Shipping Prices Chart in US Dollars provided by our international courier (ARAMEX):

Destination First Half Kg Every Additional Half Kg
Jordan * see below * see below
USA/Canada $15 $9
Europe $15 $9
Middle East $15 $9
Japan/Hong Kong/Korea $21.5 $10.5
China/India/Bangladesh $21.5 $10.5
All Other Countries $15 $9
* Shipping inside Jordan will cost (JD 1.5 = US$2.15) for every 15 kgs.

We sum weights for all items in cart first, then we calculate shipping price. So, 5 items 0.35 kgs each (a total of 1.75 kgs), will be charged at 2 kgs price.

Please note that we will always be seeking better shipping prices to make sure you are receiving a top product for the best shipping price.

How shipping is calculated?

In our simple and easy-to-use shopping cart, select your shipping destination, and shipping price will be calculated automatically based on Shipping Prices Chart shown above.

How do you ensure quality of items delivered?

Please be certain that the quality assurance procedures we undertake are serious and very stricked. Beside the fact that we ship with a first class courier service that guarantee quick and safe delivery.

How do you pack for shipment?

As we are dealing with soft items made of fabrics we wrap each item in a sealed plastic bag to prevent any moisture of reaching the product before putting it in another fabric or cellophane envelope.

How do I pay?

You can easily pay using our fax order form which is filled automatically after checkout. If for any reason you want to fill it manually: print it from "http://www.alburgan.com/faxorder.html", fill it, then fax it to us.

What about Credit Cards?

Using credit cards online proofed to be insecure for shoppers (you) as well as merchants (us), beside the fact that it costs us a lot of money to set it up, which results in increased prices. On the other hand, using fax orders protects both of us from fraud and it is almost free..

How fax orders protects from fraud?

For you, drafting bank insures that your information and billing address is exactly the same, so nobody can charge your credit card without you know about it. And of course, you can charge-back your credit card any time you want.

For us, your fax order containing your credit card information signed by you will guarantee we will charge your credit card the agreed amount only.

When will my credit card be charged?

As soon as we receive your credit card information filled in fax order. We send a copy to drafting bank to charge your account. This takes about 24-48 hours. And you will be notified via e-mail as soon as we get bank approval.

Can I pay using cheques by mail?

Sure you can, but we will wait for the funds to clear before processing your order. This delay allows another shopper to buy your items before your order has been processed. In such case, we will return your money by mail at no expense to you. Please note that there is a $20 fee for all returned checks.

Do I have to order a minimum quantity?

Nope! You can order any available quantity you want.

What if I can't find an item or can't add it to my cart?

We produce in small quantities as it is handicrafts, so items that you want to buy today might be out of stock the day after. But in such case, please contact us and we will do our best to help.

How long will it take for me to receive my order?

We ship in 24 hours from receiving your payment clearance from the Bank. All our shipments are sent from our stores in Amman - Jordan so you should receive your order depending on the shipping method that you choose. Courier door to Door would need around one week while parcel registered airmail (when available) needs 2-4 weeks to reach you.

Can I track my order?

Yes, tracking number & instructions will be provided to you if supplied by the courier service.

How do I modify/cancel my order?

Simply send us an e-mail to modify or cancel your order before we ship it (usually 24 hours after receiving bank's authorization on payment). We will contact you back and see how we can assist.

What is your policy on returns and exchanges?

As we ship from Amman - Jordan, shipping back to us may be costly for you. If you are ready to pay for it both ways and you make sure that we receive the items in perfect condition, we don't mind exchanging the product for you.

What if I don't receive my order?

This would be abnormal situation as we ship with a first class courier service! But you can easily track your order (explained in order confirmation we send to you), or you can always contact us.

What if my order is incomplete/incorrect?

We double check orders and shipments. But in case you receive incomplete or incorrect order:

1- Post us at support@alburgan.com no more than 3 days from receiving it.
2- Ship it back.

And we will reimburse you for the shipping costs and send you your correct order at no extra charge of course.

What if my order arrives damaged?

If the package is damaged, please do not accept it and inform us via e-mail as soon as possible. We will check with the courier service. If items are damaged, post us at support@alburgan.com no more than 3 days from receiving it, then ship it back. We will reimburse you for the shipping costs and send you your correct order at no extra charge.

Items I ordered doesn't look like what I had in mind?

We worked hard to make items' images as same as real. If there is any difference, items should be better than its images! If you think opposite is true, please send a complaint or contact us.

Can I make a special request or item customization?

Yes, of course. And we have a lot of customized orders at our showroom. Let us know what you want and we will come back to you with our suggestions, production time needed, and a cost estimate. Use our inquiry form or contact us at orders@alburgan.com.

Why to register an account with you?

Every time you come back to buy one or more of our nice items, we use your free account so not to waste your time filling your information again and again. Your account will hold your information in a safe place. See our Privacy Policy.

I forgot my account password?

Submit your name and e-mail address at Change Password Form. We will create a new password for your account and send it to your e-mail address as we can't (and nobody can) know or decrypt your forgotten password!

I changed the e-mail address used in my account?

Submit your old e-mail address, password, and new e-mail address at Change E-mail Form. Your e-mail address will be updated immediately and a confirmation message will be sent to your new e-mail address.

How to edit my account information?

Click on "my account" at bottom of any page, sign-in using your E-mail and Password, then make required changes to your account information.

Do you keep my personal information? will you give it out?

We will never ever exploit your privacy in anyway. Your account will hold your information in a safe place. And, we contact only who wants us to. Please, read our Privacy Policy.

Do you do whole Sale?

We supply a good number of outlets in and outside Jordan with our products, in a good variety but small quantities. If you are interested in reselling our items at your shop or at an event such as a Christmas Bazaar in your area, send us a summery about yourself and what you have in mind using our inquiry form, and we will get back to you.