Frequently Asked Questions
What makes Hidden Hearts different from other retailers?
Hidden Hearts only work with marginalized communities. They are often small and in rural areas. They do not have access to markets. Very few NGOs provide help to them as they are in remote places and outside of most NGOs radar. These communities hope to generate sustainable incomes with their skills and labours so they can afford educations and healthcare for their families. Hidden Hearts is the platform for them to share their works and stories with outside world. Consumers can learn about the lives and communities of the product makers. We hope to draw more support to improve lives of the product makers and their families.
What is Hidden Hearts financial arrangement with product makers?
Individual donor funded the initial set up cost. Hence, Hidden Hearts is able to advance 50% upfront payment to product makers and pay the balance when the order is delivered to us. Product makers decide on their selling price. Hidden Hearts then add a small amount to cover expenses including ecommerce platform cost, operation admin cost, goods shipment cost, packaging materials and promotion cost. All donations through the platform go directly to product makers community.
How does Hidden Hearts find and choose its artisan partners?
Hidden Hearts project idea came from visiting vulnerable communities that are supported by Partners Asia (partnersasia.org). Partners Asia is a nonprofit organization from the US, operating along the Thai border and Myanmar, to help local communities by connecting them with global resources and small grants. Meeting resilient communities who have the laborers and skills, but lack of opportunity, Hidden Hearts is then set up to bridge the gap and bring interest from global audiences to local communities’ stories and works.
Does Hidden Hearts offer customized order?
Hidden Hearts offer bulk and customized order. Please email us at ourhiddenhearts@gmail.com or contact us on facebook messenger, we are happy to discuss in details how we can partner together to offer opportunity to the communities.
How can I support Hidden Hearts partners without making a purchase?
You can donate to the product makers and their communities directly through the donation page on the website without making a purchase.
How long is the order processing time?
Most in-stock items ship within 48 hours of ordering; Please note that we do not ship on Saturdays, Sundays or Thailand or Myanmar national holidays. The shipping time will be estimated around 7 business days with Asia. And 10-14 working days outside of Asia. Occasionally, items may be out-of-stock or backordered. You will be alerted in both instances, and in the event of a backorder, will be provided an approximate date of shipment.
How do I know when to expect the products?
You will receive a tracking number via email after your order has ben shipped. Packages are sent from Yangon or Bangkok depending on the location of product makers communities.We are not responsible for replacing lost or stolen packages if the shipping carrier can verify the package was delivered to the shipping address specified by the customer.
Can I return or exchange products?
As each product is handmade, the colors and measurements may vary. We seek your understanding. We do not have the capacity to refund or to exchange products. For bulk or customized order, we will have a check-in process to ensure customers are satisfied with the products. If you have any questions about your product orders after you receive the products, please reach out to ourhiddenhearts@gmail.com or contact us on facebook messenger within 10 business days of receipt.