Please register through our brand portal and submit your completed application for the Craftmerce Marketplace. A Craftmerce team member will review your application and reach out with any additional questions or information. Please note that Craftmerce is only able to accept a limited number of makers at any given time. To learn more about selling on the Craftmerce marketplace here.

No, at this time, we ask makers not to contact any buyer directly. All communications, coordination, invoicing and payments are managed through the Craftmerce platform and by our inhouse Sales Support team. Any questions about an order you’ve received should be directed to our Sales Support team at hello@craftmerce.co

Upon successful completion of our due diligence and team approval, you can create your Craftmerce Marketplace profile and add your products.

In our due diligence process, we will ask you a series of questions to understand the following areas of your business:

• The structure of your business and existing sales channels
• General information about the company, business location, and production location(s)
• History of your business operations, your experience with exporting and production capacity
• Details about the products you sell, production methods, and your ability to customize product
• Details your social and sustainability initiatives to help us understand the impact that you’re making with your artisans and the communities in which you work

We try to make the process as easy as possible. Once you have completed the due diligence process and been accepted to the Craftmerce marketplace, the following steps are required in order to be fully onboarded:

• Make payments to access the platform( payment link would be sent to you via email)
• Complete your Craftmerce Profile; this acts as your storefront on the Craftmerce marketplace.
• Upload your full product collection, including high-quality product images, descriptions, pricing (both wholesale and suggested retail pricing), and any additional information regarding your products.
  • Be sure to select high-quality images and complete product descriptions to help sell your products.
  • If you require support from our team to upload product data, we will need you to share the details for your full catalog along with image files. If you have a Shopify website, you can download a CSV file with the image URLs from the backend system.
• Submit all your products by clicking ‘Sell on Craftmerce’ on the Craftmerce Portal.
• Our team will review and approve your product listings and publish your brand page. We may curate your product collection, meaning we may feature some of your products while excluding others.

Through your brand portal, you can continue to edit and submit new products and variants at any time for review. The time it takes to onboard depends on the quality of your digital assets and product content.

We have a multifaceted approach to connecting you to international buyers, here are some of the ways we do this:

• We’ve built a network of over 50,000 existing North American and European buyers. Our in-house sales representatives are communicating with our buyer network daily.
• We run marketing and public relations campaigns for our makers across social media and industry publications.
• We’ve built strategic partnerships with retailers, other large platforms, trade shows, and relevant networks to provide the broadest exposure possible for our makers

Brands pay a yearly fee to access the benefits of the Craftmerce platform (Access to top trade shows in the EU and North America, access to over 50,000 retailer network)

Brands pay a 15% commission for new businesses that discover them through our marketplace.

You set your wholesale prices and manufacturer’s suggested retail price (MSRP) through our portal and can dictate wholesale price breaks by volume. We take a commission on the wholesale price that the retailer pays. If you need support setting pricing, please contact our team.

Craftmerce standard international trade terms are Free on Board meaning you, as a brand, are responsible for all costs associated with the shipment prior to it being loaded onto the shipping vessel. We expect that when setting your product pricing, you are taking these costs into account.

Craftmerce fee helps to cover the following services provided by our platform:

• Marketing and Sales Promotion: We invest resources in promoting your brand and goods to attract the highest quality buyers to our site.
• Buyer Vetting: We verify that buyers have the proper registrations to qualify for wholesale purchasing.
• Payment Guarantee: We do not hold our makers responsible for a buyer’s defaulted payments and guarantee payout on orders where there are no quality or delivery issues.
• Buyer Customer Service: We take care of buyer inquiries and any issues that arise so that you can focus your time on delivering the highest quality goods possible.
• Sustainability Due Diligence Program: We invest in your growth by providing assessments, training, and development to mature your sustainability readiness.
• Payments and Logistics Support: International commerce can be challenging, but we have developed tools and processes to support the movement of money and goods across borders easily.

The Craftmerce marketplace is meant to serve buyers while sourcing across a wide range of product categories. Our core product categories today include Decor (tableware, vases, wall accents, etc.), Style (clothing, accessories, etc.), Apothecary (candles, soaps, skincare, etc.) and Living (lighting, rugs, textiles, furniture, etc.). We are always looking to expand and add additional categories, and we encourage you to submit your application for review.

Craftmerce does not require exclusivity to sell on our marketplace, Makers are free to continue selling across any additional sales channels that they wish to.

We are always excited to meet new Makers who are interested in joining Craftmerce! They can register on our brand portal and submit their application for Craftmerce there. A Craftmerce team member will review their application and reach out with any additional questions or information.

Craftmerce will list your entire catalog, provided that each piece complies with our Maker Values Guidelines and our Product Quality Standards. We require all makers on our platform to list full catalogs and update them in a timely manner when existing SKUs are discontinued and new SKUs are added.

We believe that makers like you are in a unique position to meet the current needs of retail. unique product development and lower minimum order quantities (MOQ)

Retailers are encouraged to customize and buy exclusive colors, patterns, sizes/shapes, and packaging or labels for their shop. When uploading your products, we ask that you list all possible variants and indicate if a product is available for customized production. If a buyer is interested in an exclusive alternative, we will contact you immediately to confirm the custom variant or packaging request.

The lead time displayed on your collection page can be updated within your Maker Profile settings within Craftmerce Portal. You can also update lead times for individual products by navigating to the Products page within Maker Portal and editing the lead time field for individual products.

You will receive an email notification with order details when an order has been placed on the Craftmerce marketplace. You can view additional order details and confirm new orders by logging into Craftmerce portal and selecting the ‘Orders’ tab.

If you can’t find the answer to your question within our FAQ section, you can always reach out to our Sales Support team at

hello@craftmerce.co

Buyer details are shown on orders within Maker Portal and are also shared in the email notification you receive once an order has been placed. If you need any additional details about a buyer related to an order you’ve received, please contact our Sales Support team at hello@craftmerce.co

Shipping goods internationally can be quite expensive and we are working hard to develop shipping solutions to reduce these costs for our buyers. If you are shipping an order using your carrier of choice, Craftmerce will reimburse you for the full amount of shipping costs. Craftmerce expects Makers to select shipping options that are reasonably priced compared to similar alternatives.

If you’ve received a shipping quote from your shipper of choice that you feel is too high, you can reach out to us at hello@craftmerce.co and we can source alternative quotes from our shipping network.

If you are only able to partially fulfil an order you can reach out to our Sales Support team at hello@craftmerce.co and let us know what products and quantities you can fulfil and your expected shipping date. Our Sales Support team will adjust the order and notify the buyer of any changes.

Do not produce an order if you cannot fulfil it in full. The reason we ask our makers to confirm quantities in each order before producing is that our buyers often purchase in sets and if they are not able to receive a full order they may choose to cancel the order.

If certain items are currently out of stock, we can work with the buyer to decide the best path forward. Our buyers understand that handmade goods take care and time to produce. As a result, most buyers are happy to wait for goods to be shipped within 1-2 months of order placement.

Please reach out to hello@craftmerce.co to let us know when you expect to be able to ship out your order. We will then work with the buyer to decide whether or not they can wait for the goods to be produced or if the order should be canceled.

You can update the expected shipping date for products directly in the maker portal by navigating to the order and pressing the “Adjust Shipping Date” button. You will be prompted to enter an updated expected shipping date along with a reason for the adjustment.

In order to qualify for commission-free sales on the Craftmerce marketplace, makers should share their buyer’s contact details with Craftmerce prior to a sale being placed. Please send an email to hello@craftmerce.co and we will support you with this.

Craftmerce does not support split or multiple shipments unless they are approved by our Sales Support team in advance of shipping. We find that splitting shipments often increases the overall cost of the shipment and provides a less-than-ideal buyer experience. In the event that you have certain items in a single order with longer lead times, we ask that you wait for the production of all goods to be complete before shipping the order.

If the production timeline for the order is longer than the lead times you have shared on the marketplace, reach out to us at hello@craftmerce.co Note that if Craftmerce approves split shipments, payouts will be made based on the final shipment date and therefore may be delayed.

Craftmerce will not reimburse you for the cost of packaging. All prices should be inclusive of packaging and any other costs associated with preparing the goods for shipment. Craftmerce standard international trade terms are ‘Free on Board’ meaning you as a maker are responsible for all costs associated with the shipment prior to it being loaded onto the shipping vessel. This includes all packaging and palletizing if required.

Craftmerce will not reimburse you for the cost of fumigation or any other local pre-shipment fees. All prices should be inclusive of all costs associated with preparing the goods for shipment. Craftmerce standard international trade terms are Free on Board meaning you as a maker, are responsible for all costs associated with the shipment prior to it being loaded onto the shipping vessel. This includes, but is not limited to things like fumigation, consolidation, storage fees, pre-shipment inspection fees, and notarization fees.

You will receive payment for confirmed orders directly into the bank account that you have saved on file on the Craftmerce marketplace. At this time we are only able to make payments directly to bank accounts and cannot accommodate payments via cash, cheque, or any alternative payment methods.

All payouts are made in USD or EUR but may be converted to your local currency by your bank if you do not have a USD or EUR -denominated bank account.

No, Craftmerce is able to make payouts into accounts denominated in any global government-issued currency. However, because all payouts are made in USD, if your account is denominated by a different currency, your bank will convert from USD to your account currency at their daily rate. Craftmerce is not able to control the exchange rates provided by your bank and as a result, there may be minor differences in the dollar amount expected versus what is actually deposited into your account.

To minimize foreign exchange fees and additional bank charges, we recommend that makers receive funds into accounts with a US-based routing number and account number. If you don’t have this, you can set up a Wise for Business account and link to your international account in 2-3 days. If Wise is not available in your country, we can still make payments via our other banking partners( Borderless) , who will deposit directly into your account, but it may take longer to appear in your account and may incur international transfer fees. How the numbers come together is influenced by many things:

• Successfully charged payments

• Along the way, the credit card processor takes a fee (2-3% of the payment)

• Currency conversions can influence payments to some degree

• The platform fee we take (is applied on top of the price you set)

To update your account details, you can send an email to hello@craftmecre.co to update the account for which you will receive payouts.

Each order invoice includes 4 key elements that determine the amount you will be paid out:

• Total Value of Goods
• Commission (0 - 15% added to  the Total Value of Goods)
• Shipping Costs

Your payout will be calculated using the following formula:

Total Value of Goods + Shipping Costs + Commission - Cash Advance Fee = Total Payout

Craftmerce standard commission rate is 15% but this fee is waived in cases where you bring the buyer to the Craftmerce marketplace and indicate this by adding them to your Buyer List in Portal. 

Payments made by Craftmerce will show up as "CRAFTMERCE INC" on your account statement.

There are a number of reasons why the amount deposited into your account for an order may be less than what you expect:

• Currency Exchange Fees
  • All payouts are made in USD & EUR , given that all orders placed on the Craftmerce marketplace are charged in USD & EUR. If the account that you are receiving funds into is not a USD-denominated account, then your bank will convert the deposit to your local currency at their own daily rate. This may result in a lower amount than expected being deposited.
• Bank Fees
  • Depending on the type of account that your funds are being deposited into, your bank may charge fees to receive the funds. The exact fee amount charged is determined by your bank and varies from bank to bank but we have seen these fees range from 0 USD to 50 USD per transfer. If you are unsure of the fees charged by your bank you can reach out directly to them for clarification.
  • To minimize Foreign Exchange fees and additional bank charges we recommend makers receive funds into accounts with a US-based routing number and account number. If you don’t have this, you can set up a Wise for Business account and link to your international account in 2-3 days.
• Commission Fees
  • Craftmerce charges a 15% commission on all orders unless the buyer was referred by your business in which case we waive our commission rate. 
• Order Adjustments
  • If there were quality issues with your order or items were damaged during shipping and we determine that the damages were due to poor packaging, Craftmerce may choose to withhold payment for those damaged or poor-quality goods. If adjustments are made to your order due to any of these reasons, our Sales Support team will reach out to you in advance to work on resolving the situation.

You should receive an email notification from us once your payment has been processed. Depending on the type of account that your funds are being received into, it may take 5-7 business days for the funds to show up in your account following this notification.

If you do not receive an email notification within 2 business days of your payment due date, there are multiple reasons why your payment may be delayed:

• You have not input your payment details
  • If you have not input your payment details ahead of your payment due date this may cause delays in receiving payment for your order.
• You have not input shipping costs or uploaded a shipping invoice
  • Final payment on orders will only be paid once you have uploaded all shipping costs and a shipping invoice. Uploading this information lets us know how much we need to reimburse you for shipping.

If you did receive a payment notification email but more than 7 business days have passed and the funds are not visible in your account, contact your bank directly to investigate the issue. There may be an issue with your bank’s ability to receive the funds.

Craftmerce takes responsibility for collecting and remitting any applicable taxes for orders on behalf of our makers.

No, Makers are not required to work with a specific shipping company when fulfilling orders. We understand that many of our makers are located in regions where certain major carriers may not be accessible and that using local carriers could be more convenient or cost effective. Makers are expected to select shipping options that are the most reasonably priced compared to similar alternatives.

Craftmerce standard international trade terms are Free on Board meaning you as a maker are responsible for all costs associated with the shipment prior to it being loaded onto the shipping vessel. We expect that when setting your product pricing you are taking these costs into account. As a maker you are responsible for getting the goods to the drop-off point specified by your shipping provider and any relevant documentation such as:

• Packing Slip
• Commercial Invoice
• Proof of Origin Documentation
• Product Specific Documentation

Makers are responsible for any fees incurred due to delays during the shipping process as a result of missing documentation. Buyers are responsible for paying shipping fees and any import duties charged by their receiving country. Refer to our for a detailed overview of the documentation that you may be required to provide.

We strongly advise that you add on shipment insurance for the full value of goods in each order. These costs can be included in the shipping invoice you submit at the time of order shipment and will be reimbursed. Craftmerce does not reimburse for losses due to mishandled, lost, or stolen packages and expects makers to file claims with their chosen shipper.

If an order is damaged in transit you may be responsible for any costs associated with replacing, refunding, or returning the order. If you believe your order was damaged due to negligence by the shipper you can open a dispute directly with the shipping company to resolve the issue.

Craftmerce allows makers to select their shipping company of choice and strongly suggests that they include shipment insurance in order to cover against losses due to mishandled, lost, or stolen packages.

Craftmerce will support in settling issues with damaged orders between buyers and makers but ultimately if goods are damaged due to poor packaging, the buyer is entitled to a refund for which the cost may be passed on to the maker.

Under normal circumstances, Craftmerce does not accept returns from buyers due to the made-to-order nature of our products and the fact that many are produced in far away places. If a buyer changes their mind about the goods, they are not entitled to a refund or return.

However, Craftmerce may extend refunds or accept returned goods in the following cases:

• Items are damaged during shipment
• Items are severely delayed beyond the expected shipping date
• Items are missing from an order
• The incorrect items are shipped within an order
• Products are highly varied in color, dimension, or appearance
• Products do not serve the function that they are intended to serve as advertised on the platform

In the event that an order is damaged during shipment, makers are responsible for filing claims directly with the shipping company to receive reimbursement.

Orders on the Craftmerce maker portal will show one of the following statuses based on where the order is at within the fulfilment process:

• Awaiting Maker Confirmation - this means that a buyer has placed an order with your business on the Craftmerce Marketplace and we are awaiting confirmation that you can fulfil the order. You should have received an email notifying you that an order is awaiting your confirmation.
• In Progress - this means that you have confirmed that you can fulfil the order and are busy producing it. Orders will remain in the In Progress status until 7 days before the provided Expected Shipping Date, at which point the status will change to "Awaiting Shipment".
• Awaiting Shipment - this means that your order is set to ship within 7 days based on the provided Expected Shipping Date. If at any point during the production process, you experience delays and want to adjust this date, you can make that adjustment directly in the portal by clicking on Adjust Expected Ship Date.
• Shipped - orders will change to a shipped status after you have provided fulfilment details for the order within the portal.

If you feel that the status of your order in the portal does not reflect the true status of your order please reach out to us at hello@craftmerce.co and we will resolve the issue for you.

Please reach out to us at hello@craftmerce.co and we will resolve the issue for you.