Handcrafted Authenticity (The Masnavi Promise)

Are there variations in the Chikankari embroidery?

Yes, and we celebrate them. Masnavi prides itself on preserving the authentic art of hand-embroidery. Because each piece is meticulously handcrafted by skilled artisans rather than mass-produced by machines, you may notice slight variations in the motifs, thread work, or dye. These are not defects; they are the beautiful hallmarks of true artisanal craftsmanship, ensuring that your garment is uniquely yours.

Accounts & Privileges

What is your current promotional offer?

As a welcome to the Masnavi family, we are currently offering 15% off your entire order.

  • There is no minimum purchase required.
  • The discount is valid for one use per customer.
  • It cannot be combined with other promotional codes.
  • This offer is applied automatically and remains active until further notice.

Do I need an account to place an order?

No, you are welcome to checkout as a guest. However, creating a Masnavi client account offers exclusive benefits, including a faster checkout process, immediate access to your order status and history, and priority updates on our new collections and special promotions.

How do I reset my password?

Simply navigate to the login page and click "Forgot Your Password." You will be gently guided through the steps to reset your credentials.

Ordering & Payments

What payment methods do you accept?

We accept all major credit and debit cards (Visa, MasterCard, Maestro, Amex, Discover) as well as PayPal. To maintain a streamlined global operation, we do not accept personal checks, direct bank transfers, or Cash on Delivery (COD).

What currency are your prices listed in?

All Masnavi transactions are processed in Great British Pounds (GBP). If your credit card is based in another currency, your final order total will be calculated by your card issuer based on their daily exchange rate.

Is my payment information secure?

Absolutely. Your privacy and security are paramount. We do not store your credit card information on our servers. All transactions are processed through an SSL-encrypted, secure webpage and sent directly to our merchant network for authorization.

How can I change or cancel my order?

If you need to cancel, please do so immediately. Masnavi reserves the right to accept or decline order modifications within a 12-hour window of placement.

  • Orders that have already been processed, packed, or shipped cannot be canceled.
  • Due to standard merchant processing protocols, any canceled order is subject to a nominal £0.50 administrative fee.
  • Approved cancellations will be refunded to your original payment method.

What if I typed the wrong email or shipping address?

Please contact us immediately. While we can update your personal details (email, name, or address) before an order is dispatched, we cannot make changes once the package has been shipped. Please ensure all details are correct at checkout to avoid returned packages or transit delays.

How should I format my shipping address?

Our global logistics operate in English. To ensure smooth processing and avoid customs delays, please enter your complete shipping address using English characters. We also highly recommend using a permanent residential address rather than a temporary vacation address, as customs clearance times can fluctuate.

Shipping & Delivery

When will my order be processed?

Our fulfillment team processes orders Monday through Friday. Standard processing takes 1 to 3 business days, and packages are shipped the following day. Please allow a slight grace period during major holidays and seasonal launches.

When will my order arrive?

Delivery times depend on the shipping tier selected at checkout. Please note that Masnavi is not responsible for transit delays caused by your local customs department.

How do I track my order?

Once your garment leaves our facility, you will automatically receive a shipping confirmation email containing a link to your order status page. Tracking details typically become active 24 hours after dispatch.

Will I be charged international customs and taxes?

The prices displayed on our website do not include international import duties, taxes, or customs charges. Once your package reaches its destination country, it may be subject to local fees determined by your regional customs office. The client is strictly responsible for these import charges.

Returns, Exchanges & Refunds

How do I return or exchange an item?

For comprehensive step-by-step instructions, please review our dedicated Returns & Exchanges Policy.

What if I receive a defective or incorrect item?

We uphold strict quality control, but if an error occurs, we are committed to making it right. Please contact us within 3 business days of receiving your package. Include your order number and clear photographs of the item. Our concierge will prioritize resolving the issue immediately.

How long does the return process take?

Once your return package arrives at our facility, please allow 3 to 5 business days for our team to inspect the item and process the return. You will receive an email confirmation once this is complete.

When will the funds appear in my account?

All refunds are credited to your original method of payment. Please allow 7 to 10 business daysfrom the date we process the return for the funds to be posted by your issuing bank. If you experience a delay beyond this timeframe, please contact your credit card provider directly.