Frequently Asked Questions

Describe your dream item on our platform. For a quick start, try our AI-guided request form. If you prefer more detail, begin here.

You can request anything an artisan can craft. Our network of over 200 skilled artisans, designers, and artists work with wood, fabric, leather, stone, ceramic, and more. We specialize in single, custom-made items. Every creation is unique, made just for you.

Whether you provide a single word like “wallet” or a detailed description, we can start from there. More details help the artisan understand your vision, but simplicity can spark their creativity. Add what’s important to you, and together with the artisan, you’ll refine the design. You can always add more details later.

No worries! The artisan will help refine your request to make it clear and detailed. You’ll communicate directly with the artisan to ensure they understand exactly what you want.

Communicating with your artisan is easy and delightful! You’ll have direct contact through our platform, which automatically translates messages to ensure smooth communication. Discuss details, make adjustments, and collaborate to ensure the final product meets your expectations—all without language barriers.

Pricing reflects the true cost of materials, labor, and logistics. We provide a transparent breakdown of costs and ensure fair payment to artisans. Use the cost of a similar hand-crafted product in Europe as a guide, while considering the unique challenges artisans face in developing countries.

We make sure your item is top-notch through a fun and interactive process:

• Photo Updates: Enjoy seeing your item come to life with photos from the artisan during production.
• Client Confirmation: You’re the boss! Approve the quality through photos before the item moves forward.
• Local Inspection: Our local operations manager is your eyes and hands, thoroughly checking the item and sharing their findings with you.
• Final Confirmation: Only when both you and our manager give the thumbs up will the item be shipped.
• Moderation: If the item isn’t perfect upon delivery, we’ll mediate between you and the artisan to make it right.

At Urban Change Lab, sustainability isn’t just a buzzword; it’s a core value that drives everything we do. We’re committed to sustainability through three key pillars:

• Environmental:
  • Efficient Craftsmanship: Our artisans focus on limiting resource usage to optimize profitability and reduce waste.
  • Sustainable Energy: In Kenya, electricity is generated 100% through CO2-neutral methods such as hydro, geothermal, and solar power.
  • Longevity and Minimal Waste: Custom-made items are crafted to last, reducing the need for frequent replacements and minimizing waste.
  • CO2-Neutral Delivery: We offset the carbon footprint of shipping through CO2 compensation certificates, ensuring that our deliveries are environmentally friendly.
• Economic:
  • Fair Trade: We ensure artisans are paid fairly, supporting local economies and promoting economic sustainability.
  • Positive Import-Export Balance: Our operations help balance trade between Germany and Kenya, promoting equitable and fair trade.
  • Local Job Creation: By supporting artisans, we help create jobs and stimulate local economies, fostering economic growth and stability.
• Social:
  • Showcasing Talent: Our platform highlights the incredible skills and creativity of African artisans, fostering international appreciation and understanding.
  • Impact on Families: Earnings from custom-made items support artisans’ families and communities, enhancing their quality of life and providing economic stability.
  • Cultural Exchange: Our clients enjoy a deeper connection and appreciation for different cultures through unique, handcrafted items.
  • Empowerment and Education: Artisans gain valuable exposure to international markets and business practices, empowering them and enhancing their skills.

In a globalized world, a significant portion of items consumed are imported from distant places. For example, in 2023, a notable percentage of Germany’s imports came from Asia, with China being the top trading partner​ (The Observatory of Economic Complexity)​​ (Statistisches Bundesamt)​. Shipping is just a minor element in the overall production footprint for several reasons:

• Energy Efficiency: Shipping by sea is one of the most energy-efficient methods of transporting goods. According to the International Maritime Organization, shipping is responsible for only about 2.2% of global CO2 emissions​​.
• Production Footprint: The environmental impact of manufacturing, which includes raw material extraction, production processes, and waste generation, is far greater than the impact of shipping. For instance, the carbon footprint of producing a new car is significantly higher than the emissions from shipping that car to its destination​​.
• Sustainable Practices: Artisans in countries like Kenya use sustainable energy sources, such as hydro, geothermal, and solar power.
• Longevity of Products: Custom-made items are crafted to last, reducing the need for frequent replacements and minimizing waste.
• Efficient Production: Artisans use materials efficiently, further reducing environmental impact.
• CO2-Neutral Delivery: We offset the carbon footprint of shipping through CO2 compensation certificates.

For more on how ordering from Africa can be environmentally conscious, read our blog post.

Delivery times vary. Our service is best suited for non-urgent items. Patience is required as delivery can be challenging.

We focus on creating unique, custom-made single items. Each product is tailored to your specifications, ensuring its uniqueness and quality.

Our process ensures that your request is brought to life seamlessly:

1. Connecting with Artisans: We send your request to our network of local artisans in Ghana, Kenya, and Rwanda, matching it with the best fit.
2. Negotiation: The artisan will ask questions after submission to align and complete the request. You and the artisan will agree on details like color, surface finish, and other specifics through direct communication. We also recommend a fair price, ensuring artisans are paid well while considering local market rates.
3. Order Placement: Once you are satisfied with the proposal and details, you make a binding decision to place the order. If the first offer does not meet your requirements, you can request another proposal from a different artisan.
4. Production and Updates: During production, the artisan keeps you updated with photos and videos to ensure everything is on track.
5. Quality Assurance: Once your product is completed, the artisan sends photos for your approval. The local agent then performs a quality check before shipping.
6. Shipping and Delivery: The local agent handles customs and shipping, ensuring your item arrives safely via courier service.

We are here for you and the artisan every step of the way. We guide you through the entire process, from refining your request to finalizing details with the artisan. In case of any questions, we’re just a call or email away. Feel free to contact us.