Frequently Asked Questions
General
What is AHI Madagascar?
AHI Madagascar is an e-commerce platform dedicated to promoting and exporting Malagasy culture and savoir-faire internationally. To preserve the authenticity of our craftsmanship and prioritize sustainable production, the vast majority of our products are made to order. We connect exceptional creators, workshops, and local businesses with clients seeking unique pieces around the world.
Do all products sold on AHI come from Madagascar?
Absolutely. Every product available on our site is designed, crafted, manufactured, or processed in Madagascar, using methods that showcase the island's talents.
How can I learn the story behind my product?
Transparency is close to our hearts. On each product page, you will find information regarding the artisan, artist, workshop, or partner company that brings the object to life, as well as its manufacturing details.
Orders & Manufacturing
How do I place an order?
Browse our catalog, add your items to your cart, and then follow the steps to complete checkout (address, delivery method, and payment).
Why are manufacturing times mentioned on the product pages?
At AHI, we advocate for meticulous and custom creation. Apart from a few items available in immediate stock, most of our products are crafted exclusively for you upon validation of your purchase. The creation time can range from a few days to several months for the most complex works or precious jewelry.
Can I modify or cancel my order after validation?
Since our artisan partners begin creation as soon as your purchase is confirmed, modifications or cancellations are very limited. If you made an error, please contact our customer service immediately by email. If manufacturing has not yet begun, we will do our best to adjust your order.
How do I know if my order has been successfully processed?
As soon as your payment is validated, a confirmation email containing your order summary is automatically sent to you.
Shipping & Customs
Which countries do you deliver to?
We offer international shipping to many destinations worldwide. Whether you are in Europe, Asia, the Americas, or elsewhere, we bring a piece of Madagascar right to your doorstep.
Which carrier do you use?
We work with several trusted international carriers. The choice of carrier is rigorously selected by our teams based on the nature of your item (for instance, to ensure highly secure transport for precious gold or silver jewelry) and your destination country, in order to guarantee optimal delivery.
My cart contains items with different manufacturing times. How does shipping work?
If your order combines ready-to-ship products with others made to order, your order will be shipped in multiple batches, matching the completion pace of our artisans. You will receive a tracking number by email for each package sent.
Are shipping costs included in the price?
No, shipping costs are calculated separately. They are displayed automatically before the final validation and payment of your order, based on the total weight of the items and the destination country.
Will there be customs fees?
For deliveries outside of Madagascar, customs duties or import taxes may be applied by the destination country. These fees are the exclusive responsibility of the buyer and depend on the local legislation of your country.
Our Products & Partners
Are your products handcrafted?
A large portion of our catalog highlights art craftsmanship and handmade items. For processed or manufactured products (such as fine food or cosmetics), we rigorously select local businesses committed to high-quality standards.
Will the product I receive be identical to the photo?
That is the true beauty of made-to-order craftsmanship! Each handmade piece is unique. Slight variations in shape, texture, color, or dimensions may exist from one model to another. Far from being imperfections, these nuances bear witness to the artisan's human touch and guarantee the exclusive authenticity of your product. Colors may also vary slightly depending on your screen's calibration.
How do you select your local partners?
Our priority is to shine a light on the unique talent of Madagascar. We select our partners — whether independent artisans, workshops, or local businesses — based on strict criteria of quality, authenticity, and mastery of their craft. Collaborating with AHI guarantees direct support to the local economy and contributes to preserving precious savoir-faire.
Payment
What payment methods are accepted?
We accept major credit cards (Visa, MasterCard, American Express) as well as secure payments via PayPal. The options available are displayed at checkout.
Is the payment secure?
Completely. Our site uses SSL (Secure Sockets Layer) encryption protocol to protect all your banking data. Your payment information is never stored on our servers.
Returns & Support
What should I do if my product arrives damaged?
Despite all the care taken in preparing our packages, a transit incident can happen. If your product arrives damaged, please contact our customer service by email within 48 hours of receipt, attaching clear photos of the affected item and its packaging. We will quickly find a solution.
Can I return a product if I change my mind?
Your satisfaction is essential. Return, cancellation, and refund conditions depend on the nature of the product (highly customized items or those made to order according to strict criteria may be exempt). You will find all the details in our Return & Refund Policy.
How do I contact the AHI Madagascar team?
Have a question about an order in progress or need assistance? You can reach us at any time via the website's contact form, or directly by email at hello@ahimadagasikara.com. We commit to replying within 24 to 48 hours (excluding weekends).