Shipping & Delivery Policy

At Masnavi, we are dedicated to ensuring that the journey of your artisanal garment from our UK studio to your doorstep is as seamless and secure as possible. Below is our comprehensive guide to our dispatch timelines, tracking protocols, and international delivery terms.

1. Order Processing & Dispatch Timelines

We take great care in preparing and inspecting every piece before it leaves our facility:

  • Next Business Day Dispatch: All confirmed orders are processed and dispatched on the next business day following order placement.
  • Operating Hours: Our fulfillment team operates Monday through Friday, excluding UK public and bank holidays. Orders placed on weekends or bank holidays will be processed on the next immediate working day.
  • Order Confirmation: Upon successfully placing your order, you will receive an immediate automated confirmation email acknowledging receipt of your purchase. Please ensure the email address provided at checkout is accurate and active.

2. Tracking & Delivery Methods

We partner with premier courier services to ensure the safe transit of your garments:

  • Universal Tracking: Every Masnavi parcel—both domestic within the UK and international—is fully tracked. Once your order is dispatched, you will receive a dispatch confirmation email containing your direct tracking number and carrier link.
  • Delivery Estimates: Delivery timeframes depend on your location and the shipping tier selected at checkout. Please note that deliveries will not be made on public or local holidays in your destination country; in such instances, expect your package to arrive on the next working day.
  • Split Shipments: In the rare event that your order requires multiple parcels, you will only ever be charged a single delivery fee.

3. UK VAT & International Customs Duties

Because we ship globally from our United Kingdom distribution center, specific tax and customs regulations apply depending on your destination:

  • UK Customers: All product prices displayed on our website are fully inclusive of UK Value Added Tax (VAT). Delivery charges are calculated and added clearly at checkout.
  • International Customers (Customs & Import Taxes): For deliveries outside the United Kingdom, product prices do not include overseas import duties, taxes, or regional customs clearance charges. Once your parcel reaches its destination country, it may be subject to import taxes determined by your local customs office.
  • Customer Responsibility: The recipient is strictly responsible for paying any applicable import duties, customs charges, or local administrative fees. Masnavi is unable to calculate, cover, or assist with regional import taxes, nor can we process VAT refunds for international orders. We strongly advise checking your local customs regulations prior to placing an international order.

4. Important Delivery Protocols & Restrictions

To ensure secure fulfillment, please note the following operational terms:

  • Address Accuracy: We dispatch packages to the exact shipping address provided at checkout. We are unable to redirect or modify shipping addresses once a parcel has been processed and handed over to the courier.
  • PO Boxes & Military Addresses: Due to courier signature requirements, we are currently unable to deliver to British Forces Post Office (BFPO) addresses and maintain strict restrictions regarding PO Box deliveries. specifically, orders shipped to Norway or Switzerland cannot be delivered to a PO Box under any circumstances.
  • Security & Fraud Screening: To protect our clients, all orders are subject to standard security and fraud checks. If your order requires verification that may cause a slight delay in dispatch, our Client Concierge will contact you promptly via email.
  • International Product Availability: Due to regulatory, customs, or practical restrictions, certain bespoke or specialized materials may not be available for delivery to all international destinations. We reserve the right to define and restrict product availability by geographic region.

5. Delayed Parcels & Concierge Support

While we consistently strive to meet all specified delivery timeframes, unforeseen courier delays or customs holds can occasionally occur. Ownership and risk of the products pass to you upon successful delivery.

If your parcel has exceeded its estimated arrival window, or if you require assistance tracking your dispatch, our dedicated Client Concierge is here to assist you.

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