Your guide to Nana’s Quest.

About Nana’s Quest

What is Nana’s Quest?

Nana’s Quest is an Australian handmade marketplace connecting buyers with artisans, crafters, stallholders and creative small businesses. We celebrate handmade work, meaningful stories, sustainability, tradition and community.

Why was Nana’s Quest created?

Nana’s Quest was created to honour the makers, nans, mums, families, market stallholders and creative hands that keep handmade skills alive. It is a place where products are not treated as throwaway items, but as pieces with story, care and meaning.

Who can join Nana’s Quest?

Buyers, makers, artists, crafters, stallholders and small creative businesses are welcome. If you create handmade or artisan-inspired items, Nana’s Quest is designed to give you a place to share them.

Is Nana’s Quest only for experienced sellers?

No. Nana’s Quest welcomes both experienced sellers and people who are just beginning. You do not need to have everything perfect before you start. The goal is to help makers grow with support and confidence.

Is there a membership fee to join?

Signing up as a buyer or vendor is currently free. Any selling fees, payment processing fees or promotional offers should always be checked on the current vendor information page before listing products.

Where can I learn more about the story behind Nana’s Quest?

You can read more on our About Nana’s Quest page.

For Buyers

How do I browse products?

You can browse the marketplace by exploring product categories, searching for specific items, visiting vendor shops or discovering featured handmade finds.

Do I need an account to shop?

Yes. A free Nana’s Quest account helps with purchasing, order tracking and communication.

Can I learn more about the artisans?

Yes. Vendor profiles allow makers to share their story, inspiration, products and creative background. This helps buyers understand the person and meaning behind each handmade piece.

How do I know if a product is right for me?

Read the full product description, check photos carefully, review sizing or material information, and contact the seller if you need clarification before purchasing.

What payment methods are accepted?

Nana’s Quest uses secure payment options available through the site, which may include card payments, Stripe, WooPayments or PayPal depending on the current checkout settings.

Is checkout secure?

Yes. Payments are processed through secure third-party payment providers. Nana’s Quest does not ask buyers to send payment outside the official checkout process.

Should I ever pay a seller outside Nana’s Quest?

No. For your protection, purchases should be completed through the Nana’s Quest checkout. Paying outside the platform may limit our ability to assist if something goes wrong.

What is the return policy?

Each vendor may set their own return conditions, depending on the type of item sold. Please check the product listing and seller information before purchasing.

What if I receive a damaged product?

Contact the vendor as soon as possible with photos and order details. If the issue cannot be resolved directly, Nana’s Quest may help support communication between buyer and seller.

What if my order does not arrive?

First check your order details and any tracking information provided by the vendor. If you still need help, contact the seller. If the issue remains unresolved, reach out to Nana’s Quest support.

Can I ask a seller a question before buying?

Yes. We encourage buyers to ask questions before purchasing, especially for custom, made-to-order, personalised or size-specific items.

For Vendors

How do I become a vendor?

Register through the Vendor Registration page, complete your profile and begin setting up your shop.

What can I sell on Nana’s Quest?

Nana’s Quest is designed for handmade, artisan, craft, creative and artisan-inspired goods. This may include physical products, patterns, digital resources, art, craft pieces, homewares, gifts and creative items that fit the spirit of the marketplace.

Can I sell digital products?

Yes. Digital products such as patterns, printables, eBooks, tutorials and creative resources may be accepted if they align with handmade, craft or artisan themes.

Do products need to be perfect or professionally photographed?

No. Clear photos and honest descriptions matter more than perfection. Handmade items may have natural variation, and that is part of their charm. Buyers should understand what they are receiving, so accuracy is important.

Are there selling fees?

Nana’s Quest may offer introductory, launch or founder member promotions from time to time. Standard payment processing fees may still apply through the selected payment provider.

Current vendor fee details should always be checked on the official vendor information or registration page before listing products.

How do I set up my shop?

The Vendor Dashboard allows sellers to upload product images, set prices, write descriptions, manage orders and update shop details.

How do I write a good product listing?

A strong listing should include clear photos, materials used, size, colour, care instructions, processing time, shipping details and the story behind the piece where relevant.

How do I build trust with buyers?

Be honest, reply kindly, ship when promised, provide clear descriptions and communicate quickly if something changes. Trust grows through small, consistent actions.

How do I get paid?

Vendor payouts depend on the payment and marketplace settings available through Nana’s Quest. Sellers should check their dashboard and current vendor terms for payout details.

What if a buyer requests a refund?

Vendors should follow their listed return policy while also respecting Australian Consumer Law, including remedies for faulty, unsafe, misrepresented or not-as-described products.

Can I offer free shipping?

Yes. Vendors may configure shipping options, including free shipping, where available in the dashboard.

Can I pause or deactivate my shop?

Yes. Vendors may pause, update or close their shop through their account or by contacting support.

What happens if my account is suspended?

Accounts may be suspended for serious policy breaches, spam, fraud, abusive behaviour, dishonest listings or unsafe conduct. If this happens, contact Nana’s Quest support to understand the issue.

Shipping & Delivery

Who handles shipping?

Vendors ship directly to buyers. If you purchase from multiple sellers, items may arrive separately.

Can I track my order?

If the vendor provides tracking details, you may be able to view them through your order information.

How long will shipping take?

Shipping times vary depending on the vendor, product type, location, processing time and delivery service used. Handmade and made-to-order items may take longer than ready-to-ship products.

Are items shipped from Nana’s Quest or from the seller?

Items are generally shipped directly from the individual vendor. Nana’s Quest provides the marketplace platform, while sellers are responsible for preparing and sending their orders.

Is international shipping available?

Some vendors may offer international shipping. Please check each product listing before purchasing.

What should vendors include in shipping details?

Vendors should clearly state processing times, postage options, whether tracking is included and any special packaging or delivery notes.

Trust, Safety & Community

How does Nana’s Quest protect the community?

Nana’s Quest is built around respect, kindness and honest trading. We do not welcome spam, abuse, fraud, misleading listings or behaviour that harms buyers, sellers or the wider community.

What are the community standards?

Members are expected to treat each other with kindness, respect and honesty. Discrimination, bullying, harassment, scams or abusive behaviour are not accepted.

How do I report a problem?

If you see something concerning, contact Nana’s Quest through the Get in Touch page with as much detail as possible.

What happens if a dispute arises?

Buyers and sellers should first communicate directly and respectfully. If needed, Nana’s Quest may assist with support or mediation where appropriate.

Can accounts be suspended?

Yes. Spam, fraud, abuse, dishonesty or serious policy violations may result in account suspension or termination.

Does Nana’s Quest guarantee every product?

Nana’s Quest provides the marketplace platform, while vendors are responsible for their own listings, product accuracy, fulfilment and customer service. However, we aim to support fair communication if issues arise.

Privacy & Security

Is my personal data secure?

Nana’s Quest aims to protect user information through privacy and security practices outlined in our policies.

Will my information be shared publicly?

Personal account and order information is not intended to be publicly shared. Vendor shop information, business details and public profiles may be visible as part of selling on the marketplace.

How should I communicate with buyers or sellers?

Where possible, keep communication clear, respectful and connected to the order or enquiry. Avoid sharing unnecessary personal information.

How do I stay safe when shopping online?

Use the official checkout, check product descriptions carefully, avoid off-platform payments and contact support if something feels suspicious.