FAQ

Ordering

  • You can place orders in three ways:

    • On our online ordering platform

    • Through your sales representative

    • With your dedicated Indaba Customer Experience Representative (CXR)

    US customers also have the option to place in-stock orders via Faire using our Faire Direct link.

  • All new orders and re-orders must meet a minimum of $500 per location.

    • In-stock items typically ship within 48 hours.

    • If your order is not fully in-stock, we will ship what is available and notify you when the backorders arrive in our warehouse (shipping is subject to minimum amounts). 

    • If you have added a future ship date to your order, we will ship as requested.

  • A prebook order allows you to reserve items from an upcoming seasonal collection before they arrive in stock. Indaba releases Spring/Summer and Fall/Winter collections each year, and prebooking is encouraged to help secure key products and quantities in advance. Please note though that prebooking doesn’t 100% guarantee items depending on demand. The earlier you prebook, the better chance you have of securing those items.

    For best processing and shipping, please place prebook items and in-stock items on separate orders.

    Indaba launches two collections per year:

    • Spring/Summer: Prebook opens in June; shipping begins after January 1 of the following year.

    • Fall/Winter: Prebook opens in January; shipping begins after July 1 of the same year.

  • Your order isn’t charged until it ships. If items ship at different times, you are only charged for the items as they leave our warehouse.

  • We request that you place separate orders for in-stock and prebook items to ensure timely processing and shipping. If you have questions, your CXR can help guide you.

  • If you need to make changes, please contact your CXR as soon as possible. While we will do our best to accommodate requests, changes cannot be guaranteed once an order is in process.

Pricing & Payments

  • We accept Visa, Mastercard, American Express, and Discover.

  • Log into our ordering platform and click the Credit Cards tab at the top to update or manage your payment details. We use advanced encryption and tokenization technologies to protect your information, ensuring that full card details are never stored directly on our servers. 

  • Yes, Net 30 terms may be available upon approval of a credit application. First-time orders are prepaid.

  • Retail pricing must be at least double the wholesale cost, and this policy is strictly enforced.

  • Yes! Indaba offers:

    • Seasonal prebook freight incentives

    • Promotions throughout the year

    Customers are notified via email marketing, sales reps, and our CXR team.

Shipping & Freight

  • All orders ship from Parksville, BC, Canada, and are quoted FOB Blaine, WA. Delivery times may vary depending on your location.

  • Yes. Your CXR will keep you updated on backorder status, including estimated arrival times and when items become available to ship.

  • Freight is calculated based on order value and region, with rates decreasing as order size increases. Larger orders may qualify for reduced or free freight.

    Additional freight-related charges (if applicable) may include fuel surcharges, delivery appointments, remote locations, or special handling.

  • No. Indaba pays all import fees and duties. 

Backorders, Cancellations and Claims

  • Because our products are handmade, availability can vary.

    • Backorders under $250 may be cancelled

    • Your CXR will keep you updated on ETAs, substitutions, and restocks

  • Yes, cancellations require 10 business days written notice prior to the ship date. Refused shipments are subject to a 20% restocking fee plus freight charges.

  • Please contact your CXR or email claims@indabatrading.com within 10 days of receiving your order.

    A 20% restocking fee may apply for goods returned without authorization.

    Approved claims are issued as account credit (valid for 1 year)

Product & Brand

  • Indaba is a Zulu word meaning “a gathering of people.” This enchanting word embodies our mission to connect with you through our story, products, and the people who make them.

  • Indaba products are thoughtfully curated, handcrafted pieces designed to bring warmth, beauty, and meaning into the home. Each item reflects our commitment to artisan craftsmanship, natural materials, and timeless design.

  • Most of our products are handmade in India using traditional techniques. We work with artisans across every region of India, each with their own specialized craft. We also partner with artisans in other countries such as Indonesia, Vietnam, and China.

  • Wherever possible, we prioritize natural, renewable materials and low‑impact production methods. For example, our cotton mache products use upcycled cotton scraps from the fashion industry.

  • Most products are handmade. Slight variations in size, colour, and finish are expected and add to the character of each piece.

  • If an item becomes unavailable or discontinued, your CXR will notify you and may suggest alternative products to help complete your assortment.

Support

  • Log into our ordering platform and click Customer Service at the top, then scroll to Sales Team. You may also email sales@indabatrading.com and we will connect you with your representative.

  • Our team is happy to provide guidance on product selection and assortment planning. Please connect with your sales rep or CXR for support.

  • There are two options to download product images and info

    1. Individual product images: Use the link in your order confirmation email. Each line item includes a download link for all images associated with that SKU. You can also access this link through your account order history. 

    2. Lifestyle images: Additional lifestyle images are available starting with the Fall–Holiday 2026 catalogue. Log into our ordering platform and click Image Gallery at the top. These can be used for social media, emails or your website. If you do post any images on Instagram or Facebook, be sure to tag us @indabatradingco - we love seeing our products in your space!

  • We do not offer exclusivity but aim to support all partners with curated assortments.

Additional FAQs

  • Yes, every customer is assigned a dedicated Customer Experience Representative (CXR) for ongoing support.

  • Retailers may sell Indaba products through their own brick-and-mortar and branded online stores.

  • No. Selling on platforms like Amazon, Etsy, or eBay is prohibited and may result in loss of reseller status.