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    Frequently Asked Questions

    Functionality

    How to use my Sand Art?

    Sand Art Home products works like an hourglass, with air bubbles acting as a barrier between sand and water, allowing the sand to fall slowly in between the bubbles, creating beautiful patterns and providing a deep sense of relaxation.

    Every time you flip your Sand Art over, it will create new shapes that have never been created before, and will never be created again. Do not expect to get the same patterns every time.

    When you reset your Sand Art, make sure the layer of air bubbles is dispersed evenly across the whole piece so that the sand will slowly fall in between these bubbles.

    The amount of air and bubbles in your Sand Art will determine how fast the sand flows and therefore what shapes you create.

    Will the different colors mix up altogether?

    No, not at all. We use different types of sands, with different sizes and densities to prevent the sands from mixing together with time.

    What is the syringe for?

    If you receive a syringe with your order, it may be a gift from us. The syringe ensures that the product continues to work perfectly over the years. 

    The product will come perfectly ready to use, but there are times that the sand will go down too quickly and you will need to add a little air to slow it down.

    To see how to add air, see the FAQ How to regulate air?

    How long does the sand take to fall down?

    The average flow time will vary depending on the bubbles you form. It will also depend on the size of your Sand Art and how you flip it over. 

    The bigger your Sand Art is, the higher the average flow time will be.

    You can change the average flow time by adjusting the air level in your art frame. Note that the flow time and the patterns created will never be exactly the same twice, which is the magic of it.

    To understand how to add air into your Sand Art, check out the question How to regulate air?.

    What do I do if my Sand Art arrives broken?

    Our products are carefully packaged to prevent any damage during transit.

    However, shipping is 100% insured in case this happens.

    All you have to do is reach out to us by providing us with a picture of the damage (within 72h of delivery), and we will arrange the shipment of a brand new Sand Art to your home at no additional cost.

    What should I do if the sand is flowing too fast?

    If you feel like the sand is falling too quickly at the bottom no matter how many times you spin your Sand Art, it usually means that there is not enough air bubbles in your Sand Art.

    There should be enough air bubbles to create a barrier spreading across the entire length of your frame.

    To understand how to add air into your Sand Art, check out the question How to regulate air?

    Other possible solutions could be: 

    Shake it directly, then it will produce more bubbles. Next, slowly reverse gear, and then the sand will go down at a slower speed.

    Another posible solution is to let it stand for a while, then slowly invert, keeping the bubbles in the middle. 

    What should I do if the sand is not falling at all?

    If the sand stays stuck above the air bubbles inside your Sand Art, it usually means that there is too much air inside of it.

    You will therefore need to remove some of it.

    To understand how to remove air from your Sand Art, check out the question How to regulate air?.

    How to regulate air?

    To change the amount of air in your Sand Art, simply use any injector with a 27 Ga (0,4 x 20 mm) needle (not included in the package for safety and legal reasons).

    However, you can buy it separately through this link: https://sandarthome.com/products/injector

    Find the sealed hole on the frame of your Sand Art and insert the needle.

    This way, you can add or remove small amounts of air until you get the desired quantity.

    The air level will usually be right when you receive your Sand Art. Only regulate it if you feel like the sand is not flowing at the right speed no matter how you flip it around.

    In most Sand Arts, we will include an instruction sheet for you to have a better viewing experience.

     

    How to regulate water?

    The water level will usually be right when you receive your Sand Art. However, some water can evaporate during transit and therefore you will have to refill it.

    When all the sand is at the bottom of the frame, the water level should be around 90-95% of its maximum height.

    Don't add too much water in your Sand Art as it will raise the pressure inside and possibly break the glass.

    And please, do not remove water from your Sand Art.

    To add some water in your Sand Art, simply use any injector with a 27 Ga (0,4 x 20 mm) needle (not included in the package for safety and legal reasons).

    However, you can buy it separately through this link: https://sandarthome.com/products/injector

    Find the sealed hole on the frame of your Sand Art and insert the needle.

    This way, you can add water until you get the desired quantity.

    Is maintenance required?

    Over time, water can evaporate from your Sand Art. The sealed hole on the frame allows you to add small amounts of water to keep your Sand Art brand new over the years.

    Check the question How to regulate water?.

    Maintenance is only recommended once or twice a year, if necessary.

    For Sand Art Wall Mount, how do I attach it to my wall?

    The Sand Art Wall Mount comes with a wall bracket that you need to attach to your wall, allowing you to easily “swivel” the picture 360º without removing it from the wall.

    Ordering and delivery

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at contact@sandarthome.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    When will my order arrive? (delivery times)

    Every Sand Art is carefully handcrafted to each order. Therefore, its manufacture can take up to 3 days on normal periods. When it is finished, you will receive a notification to confirm that your package has been shipped out. 

    Our packages are usually delivered between 7 and 14 working days. Sometimes the delay is extended because of the carrier or the Covid-19 situation. 

    Please also note that if the product is heavy and large (e.g. 24 inch Sand Art), it may take a little longer than usual to arrive. 

    You can track your package by clicking on the following link : Track your order.

    At what time of the day should I expect a delivery?

    Items are delivered according to the terms and conditions of your local post office and are usually delivered during business hours. (Monday to Saturday, 9am to 5pm). Some items might need your presence on delivery depending on the size. Please make sure you are home at the time of your delivery.

    What happens if nobody is home?

    If they don't find you at home they will call you or try a second delivery. 

    If they can't find you either, most of our items will be left in your mailbox. However, if the postman does not have access to your mailbox, your package will be left at your post office for you to pick it up. You will have up to 15 days to pick it up or else it will be returned to us.
    Depending on your location, we might not be able to cover the shipping fees for a new delivery.

    How secure is my online order?

    When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

    How much is shipping?

    Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. 

    You can see all the information on the payment page. If you want to know more information, you can also write to us at info@sandarthome.com to help you. 

    What countries do you ship to?

    We ship to most regions worldwide. If before ordering you want to make sure we can deliver to your geographical location, please contact us at info@sandarthome.com.

    Can I track my order?

    Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

    If you can't find your emails, you can track your order here: Track your order

    I submitted the wrong delivery address, what can I do?

    Don't worry, contact us immediately and we will be happy to update it. Simply send us your corrected address with your order number and we will modify your information.

    Please note that when you have received your shipping confirmation email, your address cannot be modified anymore.

    How do I cancel my order?

    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via contact@sandarthome.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

    Are there any customs fees?

    There are no customs charges for standard delivery.

    Why was my package returned to you?

    If you have entered a wrong address or if you have not picked up your parcel at the post office on time, the parcel will be returned to us. You have to contact us for a return of your package.

    There are also occasions that the logistics company returns the parcel to our warehouse for no reason at all. Don't worry, we will resend it as soon as possible. 

    Returns and exchanges

    My order has arrived but it’s not as I expected. What can I do?

    Returns are accepted as long as they do not exceed 14 days following receipt of the package. However, all returned products must be in perfect condition and the return costs are at your expense. Please note that promotional items are not eligible for returns unless it is a defective item.

    Please contact our customer service team via contact@sandarthome.com. 

    For more information check out our returns and exchanges policy by clicking here: Refund Policy

    Can you refund me for the shipping costs?

    Depending on the article and the reason, refunds may be allowed after study. (Defective items, error on our part...)

    Can I return or exchange an item?

    You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. 

    Once we receive it, we will check its status and send you the exchange item.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

    Can I change the item in my order after receiving the shipping confirmation by email?

    Unfortunately not. All items that have left our warehouse are final and cannot be changed.

    Others

    Do you offer promotions and discounts?

    Yes, throughout the year we run various discount campaigns and promotions. Follow us and you can benefit from all these advantages. 

    Can I be your ambassador?

    Of course you can. At the moment, we are still open to find more ambassadors. 

    We already work together with various ambassadors all over the world and they help us to improve our products and services. They receive discounts, gifts, free samples, etc.

    If you would like to become one of our ambassadors, please contact us at info@sandarthome.com, so we can give you all the necessary information. 

    Welcome to the Sand Art Home family!