Frequently Asked Questions (FAQs)

Everything you need to know about ARTSS Centre, Brand Timor, and shopping with us.

1. About ARTSS Centre & Our Mission

ARTSS Centre (Art, Retail, Tourism, Souvenir & Services Centre) is a social enterprise initiative of AEMTL, the Timor-Leste Women’s Business Association. We are Timor-Leste’s one-stop shop for authentic souvenirs and Brand Timor products, handmade by women entrepreneurs from all 13 municipalities and RAEOA.

A social enterprise is a business that exists to create positive social impact alongside financial sustainability, rather than to maximize profit alone. ARTSS Centre operates as a retail platform, but its core purpose is to empower Timorese women entrepreneurs by giving their products a route to market, branding support, and fair market access. Every purchase you make directly supports the livelihoods of the women and communities behind each product.

Revenue from your purchase supports the producers who made the item, helping sustain their businesses, income, and skills development. ARTSS Centre also reinvests in product development, training, and market access support for AEMTL’s members, so that more women entrepreneurs across Timor-Leste can grow sustainable businesses.

Brand Timor is the identity behind our three flagship, internationally supported product lines: coconut (virgin coconut oil and handwoven coir products such as bags, hats, and home décor), cocoa (single-origin chocolate and cocoa products), and vanilla (aromatic vanilla essence and oil from Timor-Leste’s highlands). The initiative is developed by AEMTL with support from the International Labour Organization (ILO) and funding from the European Union (EU). Alongside Brand Timor, we also showcase other authentic Timorese products such as TAIS and coffee, and offer curated gift sets for official and institutional gifting, available on our Souvenirs & Official Gifting page. Learn more on our About Brand Timor

ARTSS Centre is an initiative of AEMTL. The Brand Timor initiative is supported by the International Labour Organization (ILO) through the Agroforestry Skills for Employment and Resilience Programme in Timor-Leste, funded by the European Union (EU). Earlier support for the ARTSS Centre concept was also provided by USAID’s Tourism for All Project.

Yes. Every product sold through ARTSS Centre is made by Timorese women entrepreneurs and artisans, often using traditional techniques passed down through generations, combined with modern design and quality standards. Because our products are handcrafted rather than mass-produced, small natural variations in color, texture, and size are part of each item’s authentic character, not a flaw.

ARTSS Centre is owned and operated by Associação Empresarial das Mulheres de Timor-Leste (AEMTL), a national association of over 2,000 women-led enterprises founded in 2008. Learn more on our About ARTSS Centre

2. Ordering & Payment

Browse our SHOP, add your chosen items to the cart, and proceed to checkout. You’ll be asked to choose your payment method and whether you’d like delivery or pickup, then confirm your order.

We currently accept payment via bank transfer or cash on pickup or delivery. Instant online payment gateways are not yet widely available in Timor-Leste, so at checkout you will select bank transfer (account details and a reference number will be provided, along with the option to upload proof of payment) or pay in person upon pickup or delivery.

Yes. Every order is manually confirmed by our team before it is finalized, and you will receive confirmation via email once your order details have been verified. This reserve-and-confirm approach is designed to match how online shopping currently works in Timor-Leste, and will be upgraded as instant payment options become available.

Once you place an order, our team reviews it and sends confirmation during business hours via Email or WhatsApp.

Orders may be cancelled or changed free of charge before payment is confirmed. Once payment is confirmed, please contact us as soon as possible and we will do our best to accommodate changes before the order is prepared.

All prices on our website are shown in United States Dollars (USD), the official currency of Timor-Leste.

No. You can browse and order as a guest by providing your name, contact details, and delivery or pickup preference at checkout. There is no need to register an account to shop with us.

Yes. Any personal information you provide when placing an order or contacting us is used only to process your order and respond to your inquiry, and is not shared with third parties except as needed to fulfill your order (for example, for delivery). For full details, please see our Privacy Policy

International customers are welcome to browse and order through the SHOP. As payment is currently processed via bank transfer or in-person cash on pickup or delivery, customers outside Timor-Leste are encouraged to contact us directly to arrange payment before ordering.

3. Delivery and Pickup

Yes. We currently offer delivery within Dili for a small fee (USD $1–$3, depending on distance). The exact fee will be confirmed at order confirmation via email or WhatsApp, and reflected on your invoice.

Yes. You may choose to pick up your order directly from the ARTSS Centre. Please bring your order confirmation email and payment receipt (cash or bank transfer) when you collect your order. Your order will be held before pickup for up to 1-2 business day for collection.

At this time, delivery is available within Dili only. For orders outside Dili or international shipping, please contact us directly and we will do our best to assist.

4. Products, Damages & Returns

If your product arrives damaged, please contact us within 48 hours with a photo of the item, and we will arrange a replacement or refund.

As many of our products are handmade in small batches, we are unable to accept returns or exchanges once an order has been paid for and delivered, except in the case of a damaged item as described above. We encourage customers to review product descriptions and photos carefully before completing a purchase, and our team is always happy to answer questions about a product before you order.

As our products are handmade, small natural variations in color, texture, or pattern may occur between the photo and the item you receive. This is part of the authentic, handcrafted character of Brand Timor and ARTSS Centre products.

5. Official, Institutional & Bulk Orders

Yes. We offer curated gift sets and bulk ordering for embassies, government offices, hotels, and development partners. Please visit our Souvenirs & Official Gifting page to submit an inquiry, and our team will follow up directly to discuss your needs, quantities, and timeline.

Customization options may be available depending on the order. Please reach out through our Souvenirs & Official Gifting inquiry form to discuss your requirements.

6. Becoming a Member & Getting in Touch

We welcome inquiries from women-led MSMEs interested in joining our platform. Visit our Become a Member/Sell With Us page to learn more and get in touch.

We’re happy to help. Visit our Contact Us page to send us a message, or reach us directly at info@artsscentretimorleste.org