FAQs – The Sustainable Marketplace

Our Philosophy & Evaluation Standards

What defines a "sustainable" product on this marketplace?

We replace conventional sustainability descriptions-which are often vague or confusing-with a rigorous, data-led objective framework. Every product is reviewed and evaluated against 7 pillars that consists of 64 distinct lifecycle markers mapped to the United Nations Sustainable Development Goals (SDGs). We offer transparency through three layers:

Sustainability Badges: Quick indicators of core strengths like Handloom, Natural-Dye, or Vegan.
Certifications: Disclosure of third-party credentials (like GOTS or Fairtrade) held by the maker.
SDG Alignment Narratives: A clear description of how each item supports global milestones like Responsible Production (SDG 12) or Climate Action (SDG 13).

Why do you use the term "Evaluated" instead of just "Verified"?

We believe in sustainability with transparency. While we review documentation, 'evaluation' reflects our ongoing commitment to review and linguistic advocacy. It signifies a partnership where we walk alongside makers to accurately disclose their practices. This ensures that the information provided is not just a static claim, but a transparent evaluation that allows you to choose based on transparency.

What is our specific commitment to the UN Race to Zero?

The Sustainable Marketplace is a proud member of the SME Climate Hub, a global initiative that empowers small and medium sized companies to take climate action and build more resilient businesses. By joining the SME Climate Hub, we commit to lowering our impact on the environment through authentic action, halving our emissions by 2030. In making the SME Climate Commitment, we have joined the UN Climate Change High Level Champion’s Race to Zero campaign.

Do you verify the claims made by brands?

Yes. We use Sustainability Impact matrix that has 64 attributes against the 7 pillars to evaluate every product.

The 64-Marker Review: Every product is reviewed against 64 lifecycle markers to ensure every social and environmental claim is accurate.
Documented Standard of Proof: We validate brand documentation against global standards (GOTS, Fairtrade, GI for heritage craft).
Evaluated Integrity: Badges only appear on our platform subsequent to a review and approval of the documentation provided by our partners.

How do I know if a product is truly vegan vs. just cruelty-free?

While we evaluate for both, these are distinct badges. A Vegan badge confirms zero animal-derived components, whereas Cruelty-Free confirms no animal testing was conducted by the maker or their suppliers.

Connecting with the Collective

How can I contact the artisan or brand?

To ensure absolute transparency and honor the origin of the craft, we provide the Brand name for every product on our marketplace. However, to support the dignity of our makers and allow them to focus on their specialized work, we manage all inquiries centrally. Our team acts as a supportive bridge; for any questions regarding your transaction or to seek specific information about a product's heritage, please contact our concierge team at customercare@thesustainablemarketplace.in.

Can I collaborate with the marketplace?

Yes. We invite you to join our Sustainability Impact Collective, which offers several disciplined paths to contribute to an intentional future:

Partner With Us: For established brands and makers committed to responsible production.
The Marketplace Readiness: A supportive bridge for traditional artisans requiring technical or linguistic advocacy.
The Sustainability Think Tank: A collaborative space for industry stakeholders, students, and researchers to refine sustainability standards.
Sustainable Ambassadors: For advocates and storytellers translating complex lifecycle data into shared narratives of mindful living.

Shipping & The Zero-Virgin Plastic Protocol

What is the Zero-Virgin Plastic Protocol?

Our commitment to a safe environment extends to the moment a product leaves the maker. We operate under a strict Zero-Virgin Plastic Protocol, which mandates that no new plastic is ever manufactured to fulfill your order. To maintain this standard of integrity, we conduct regular, random evaluations of our transit solutions. We prioritize a hierarchy of circular materials-such as plant-based fibers and corrugated cardboard-that ensure your products reach you safely while being able to return to the earth.
However, we acknowledge there may be situations where plastic use is essential for the effectiveness or necessity of the product. In these cases, we are working hard to find alternative solutions to eradicate its use, or working with brands to ensure it is phased out over time.

How do you ensure your packaging is sustainable?

Based on our criteria, we only allow the following evaluated packaging categories:

Zero-Virgin Plastic Packaging: Utilizing plant-based fibers and corrugated materials.
Compostable & Biodegradable Packaging: Materials designed to safely return to the earth.
Recycled Packaging: Giving a "second life" to existing materials to support a circular economy.
Reusable & Fully Recyclable Packaging: Ensuring the journey of the packaging does not end in a landfill.

However, we acknowledge there may be situations where plastic use is essential for the effectiveness or necessity of the product. In these cases, we are working hard to find alternative solutions to eradicate its use, or working with brands to ensure it is phased out over time.

Do you deliver across India?

Yes. We deliver to all major metros and select non-metro locations across India. We partner with reliable logistics providers who understand the importance of maintaining the safety and integrity of your purchase during transit.

What are your shipping rates?

In accordance with our Shipping Policy, we offer Free Shipping on all orders above INR 499. Orders below this amount incur a shipping charge which is displayed during checkout.

What are the general shipping timelines?

Because our makers often produce in small batches (SDG 12), dispatch timelines vary. Most items ship within 48 hours, but handcrafted pieces may take 7-10 days. Always check the 'Shipping Info' tab on the PDP for specific estimates.

Why did my items arrive in separate packages?

At The Sustainable Marketplace™, we prioritize the "sovereign infrastructure" of our makers. Because we support a decentralized network of independent artisans and MSMEs across India, your items are often shipped directly from the source of their creation.

We maintain this model for several assessed reasons:

Carbon Proximity Review: By shipping directly from the maker’s workshop to your home, we often reduce the total "Carbon Intensity" of the journey. This avoids the unnecessary emissions associated with transporting goods to a centralized warehouse before they reach you, which aligns with SDG 13 (Climate Action).
Preserving Local Economies: Shipping from the source allows us to support SDG 8 (Decent Work & Economic Growth) by keeping fulfillment and its associated economic benefits within the maker’s local community.
Integrity of Fulfillment: Every separate package is assessed against our strict Zero-Virgin Plastic Packaging Promise. We evaluate each brand to ensure that even when items arrive separately, they are Zero-Virgin Plastic Packaging and align with our documented standard for ecological safety.
Transparency of Disclosures: We provide full disclosures in your tracking information so you can see the diverse regional origins of your order. This detail ensures you can follow the journey of each item from its specific ecosystem to your doorstep.

While separate arrivals may seem different from traditional retail, this method is a deliberate choice that supports a more resilient and transparent supply chain.

Returns, Exchanges & Refunds

What is your return and exchange policy?

To support Responsible Consumption (SDG 12), we encourage mindful purchasing to reduce the carbon footprint of transit. However, we operate under two clear timelines:

Mandatory Reporting Window: Damages, defects, or incorrect items must be reported within 72 hours of delivery with photographic evidence.
Standard Return Window: Eligibility for initiating a return (e.g., for size issues) is 7 calendar days from delivery, unless stated otherwise on the specific product page.

How are refunds issued?

Prepaid orders are refunded to the original payment method, while Cash on Delivery (COD) orders are refunded as Store Credit (please note that COD handling fees are non-refundable). In accordance with our policy, refunds are credited within 7 business days after the item has successfully passed a quality check at the Seller's facility.

What happens to returned items?

To support the integrity of our community and SDG 12, all eligible returns are sent directly back to the original maker. The maker then conducts a evaluation to determine if the item can be restocked, repaired, or repurposed. This direct loop ensures that products remain within a circular system and do not end up in landfills.

Orders, Payments & Security

What happens if an item is out of stock?

Availability is updated in real-time. If an item is out of stock, you can sign up for a 'Back in Stock' alert on the Product Detail Page (PDP) to be notified as soon as the maker has restocked.

Can I cancel my order?

Paid orders cancelled within 12 hours or before a shipping label is created, whichever is earlier, are eligible for a refund to the original payment mode.

What if my payment fails but the amount is deducted?

Don't worry—this is usually a communication lag between the bank and the payment gateway. In most cases, the amount is automatically refunded by your bank within 5–7 business days. If you do not receive a confirmation email from us within 2 hours, please reach out to customercare@thesustainablemarketplace.in with your transaction details.

Can I request a custom or personalized product?

Yes! Many of our artisans offer customization to ensure you receive a product you will cherish and use for a long time. Please see the PDP (Product Display Page) for more details.

What payment methods do you accept (UPI, EMI, etc.)?

All transactions are processed via a secure third-party payment gateway, such as Razorpay, as it is a trusted, industry-standard platform that offers a wide range of secure payment options.

Is my data secure and my payment encrypted?

Privacy is a fundamental commitment. Your data on the platform and payment is secured.

Do you offer bulk orders or corporate gifting?

Yes. We facilitate larger orders for events or corporate gifting. Please reach out via our 'Bulk Inquiry' form for specialized pricing and timelines.

Account & User Management

Do I need to create an account to place an order?

While you can browse and checkout as a guest, creating an account helps you track your impact journey. By registering, you can view your order history, save multiple shipping addresses for a faster checkout, and monitor how your collective purchases contribute to our SDG 12 (Responsible Consumption) goals.

I’ve forgotten my password. How do I regain access?

Simply click on the "Recover Password" link on the Login page. Enter your registered email address, and we will send you a secure link to reset it. This ensures your personal data remains protected under our privacy commitment.

How do I edit my account details or shipping address?

Once logged in, navigate to "My Account" and select "Addresses" or "Profile Details." You can update your information here. Please note that for security and logistics accuracy, addresses cannot be changed for orders that have already been dispatched.