Frequently Asked Questions

1. What is a preorder, and how can I place one?

A preorder can be placed when item(s) shown are not immediately available for shipment. Items offered for preorder will be clearly marked as such and will display an estimated shipping date on their product pages. Please note that these dates are not guaranteed and the actual shipping date may vary.

When placing a preorder, the item(s) purchased are reserved for you and will be shipped as soon as they become available. You will be charged for the total amount of all preorder items at the time the order is placed.

2. I haven't received my order confirmation email — has my order been confirmed?

If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. If you are still unable to find your order confirmation email, please contact our email address customercare@mashruframes.com and we will be happy to assist you.

3. Can I modify or cancel my order?

Once an order has been placed, it cannot be modified or cancelled. If you need to make a change, please contact us as soon as possible and we will review the status of your order and advise whether any changes can still be accommodated.

As production and order processing begin shortly after an order is placed, we cannot guarantee that modifications or cancellations will be possible. Where applicable, any approved cancellation may be subject to non-refundable processing charges, including payment gateway fees and costs already incurred.

4. My preorder has not been shipped but it is past the estimated shipping date. When will I receive my order?

The estimated shipping date shown on the product page is an approximation and not a guarantee. We aim to ensure this estimation is as accurate as possible; however, the shipment of your order may still surpass this date. In these instances, we invite you to reach out directly to Customer Care and we will be delighted to assist you.

5. How can I track my order?

You will receive email updates throughout the journey of your order, including:

• The start of the dyeing process
• Pattern cutting and stitching
• When the order is prepared for dispatch

Once your order has been shipped, you will receive a final email containing your courier details and tracking number, allowing you to track your shipment until it reaches you.

6. Which countries does Mashru ship to?

Mashru currently ships within India and to selected international destinations, including Europe, the United Kingdom, and the United States. If your country is not available at checkout, please contact us at customercare@mashruframes.com. We will be happy to confirm whether shipping to your location can be arranged.

7. Will I have to pay customs duties or import taxes?

Orders shipped outside India may be subject to customs duties, import taxes, or local charges imposed by the destination country. These charges are not included in the purchase price or shipping costs. As customs regulations vary by country, Mashru is unable to estimate or control these charges.

8. Can I return or exchange my order?

Please refer to our Returns and Refunds Policy for complete details on eligibility, conditions, and the return or exchange process.

9. What should I do if I receive a damaged, defective, or incorrect item?

If you receive an item that is damaged, defective, or incorrect, please submit the Return Form within the time frame specified in our Returns and Refunds Policy with your order number and clear photographs of the item(s). We will review your request and, where applicable, arrange a replacement or exchange in accordance with our policy.

10. How do I start a return or exchange?

Returns and exchanges are not available for pre-order or made-to-order pieces. If your order is eligible for a return or exchange under our Returns and Refunds Policy, please complete the Return Form available on our website. Once your request has been submitted, our team will review it and contact you with the next steps if your request is approved.

11. How should I care for my garment?

Each Mashru garment is accompanied by specific care instructions. For detailed guidance on caring for your piece, including washing, storage, and handling recommendations, please refer to our Materials & Care Guide in the Journal.