Returns, Exchanges & Refunds

At Masnavi, we take immense pride in the artisanal craftsmanship and quality of our garments. We want you to feel entirely confident in your purchase. If a garment does not meet your expectations, we are here to assist you with a smooth and transparent return process.

1. The 14-Day Privilege Window

We offer a 14-day return policy for all standard orders. You have exactly 14 days from the date your package is delivered to request a return or exchange. In accordance with UK and European Union consumer regulations, this also covers your standard cooling-off right to cancel your order within 14 days of receipt.

2. Eligibility Checklist

To qualify for a return or exchange, your garment must meet the following strict conditions:

  • Original Condition: The item must be completely unworn, unused, unwashed, and unaltered.
  • Intact Packaging: The garment must be returned in its original Masnavi packaging with all designer tags and authenticity labels securely attached.
  • Proof of Purchase: Your original receipt, order number, or electronic proof of purchase must be included inside the return package.
  • Direct Purchases Only: Only items purchased directly through the official Masnavi website are eligible for processing.

Please note: To protect the integrity of our garments for all clients, we regret that we cannot process returns or exchanges if any of the above conditions are unmet, even if the package has been sent back to our facility.

3. Non-Returnable & Exceptional Items

Due to the exclusive nature of handcrafted fashion, certain categories cannot be returned or exchanged:

  • Bespoke & Custom Orders: Garments that have been custom-tailored, personalized, or made-to-measure specifically for your measurements are final sale.
  • Sale Garments: Items purchased during seasonal promotional sales or cleared at discounted rates cannot be returned unless deemed faulty upon arrival.
  • Gift Cards: Electronic or physical Masnavi gift cards are non-refundable.

4. Step-by-Step Return & Exchange Process

We have streamlined our return process to ensure effortless client care:

Step 1: Request Authorization

Contact our Client Concierge at hello@houseofmasnavi.com within 14 days of receiving your order. Please state your full name, order number, and the reason for the return.

Step 2: Receive Your Shipping Label

Once your return request is reviewed and authorized, our team will email you a prepaid return shipping label along with step-by-step instructions for packaging and dispatching your garment. Packages sent back to our warehouse without prior written authorization will not be accepted.

Step 3: Dispatch to Our Facility

Carefully pack the garment in its original packaging and send it directly to our authorized UK studio:

Masnavi

26 Lyndhurst Close, High Wycombe, Buckinghamshire, HP13 5JD, United Kingdom

5. Our Exchange Protocol

To ensure you secure your desired garment, size, or color before our limited artisanal stock sells out, the fastest and most reliable method is to follow our Return & Reorder protocol:

Simply initiate a return for the garment you currently possess. Once your return is accepted by our concierge, place a separate, new order for the desired piece directly on our website. This ensures immediate processing and dispatch without waiting for transit times.

6. Damaged, Faulty, or Incorrect Garments

Every Masnavi piece undergoes rigorous quality inspection prior to dispatch. However, please inspect your order immediately upon reception. If you receive a damaged garment, a manufacturing defect, or an incorrect item, please email us within 3 business days at hello@houseofmasnavi.com with photographic proof. Our concierge will prioritize correcting the issue immediately at zero additional expense to you.

Reminder: Because authentic Chikankari is hand-embroidered by artisans rather than mass-produced by machines, subtle irregularities in motifs or stitching are celebrated hallmarks of genuine handcraftsmanship and are not classified as manufacturing defects.

7. Refund Timelines & Processing

Once your return arrives at our Surrey facility, our quality control team will inspect the garment within 3 to 5 business days. We will notify you via email regarding the approval or rejection of your refund.

If approved, a full refund (excluding original shipping charges) will be automatically initiated to your original method of payment within 10 business days. Please bear in mind that banking institutions and credit card issuers often require additional time to process and post the credit to your statement.

If more than 15 business days have passed since you received our formal refund approval email and the funds have not appeared in your account, please contact our team immediately at hello@houseofmasnavi.com.

Masnavi Client Concierge
Email: hello@houseofmasnavi.com
Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT)