Before you order
Frequently asked questions
The questions we hear most from first-time buyers. For anything else, write to us — we reply ourselves, the same day, usually within a few hours.
How long does delivery take?
Ready-to-ship pieces dispatch within 2–4 working days and usually arrive within a week. Made-to-order pieces take 7–14 working days to make before they even ship — the product page shows the exact lead time for that piece. Either way, delivery itself typically takes 3–7 days after dispatch, depending on your PIN code.
How does cash on delivery work?
Choose Cash on delivery at checkout and pay the courier when your parcel arrives at your door. No advance payment is needed, and it is available on most PIN codes.
Is it safe to pay online?
Yes. Online payments are processed by PayU, a licensed Indian payment gateway. Your card and UPI details go directly to PayU — we never see them and never store them on our side.
What does "made to order" mean?
It means Maa starts your piece only once you've ordered it, instead of keeping finished stock on a shelf. It takes longer than shipping something ready-made, but it's how every piece stays genuinely handmade rather than produced in advance and stored.
Can I cancel my order?
Yes — how depends on what you ordered. Ready-to-ship pieces can be cancelled any time before we dispatch them, for a full refund. Made-to-order pieces can be cancelled within 24 hours of ordering, before Maa starts on the piece, also for a full refund. After that, we're not able to cancel it, because it's already being made just for you.
What if my order arrives damaged or wrong?
Message us on WhatsApp or email with photos within 48 hours of delivery. Maa checks and confirms the same day, then a replacement goes into the making and ships to you free — no need to send the damaged piece back. If we're not able to remake it, you get a full refund within 5–7 working days instead.
How do refunds work, and how long do they take?
Once a refund is approved, online payments go back to your original payment method within 5–7 working days. For cash-on-delivery orders, we ask for your UPI ID or bank details and send the refund straight to you, since there's no original payment to reverse.
How do custom orders work?
Tap "Request a piece" (also on every product page) and tell Maa what you're picturing — the piece, the colours, who it's for. She'll agree a price and a timeline with you on WhatsApp before starting. To begin, we ask for 50% of the price as an advance, with the rest due before shipping. The advance is fully refundable any time before Maa starts your piece; once work begins, it isn't refundable.
What colours can I choose, and what if I want one you don't show?
Where a piece comes in more than one colour, you'll see a swatch picker on the product page — pick one before adding it to your bag. If you'd like a colour we haven't shown, tap "Ask Maa" and tell her what you have in mind; she'll let you know if she can make it.
Can I add a gift note or gift wrapping?
Yes, both are free. At checkout, open the gift options section to write your note — you will see it previewed in handwriting before you place the order — and tick the box for gift wrap.
What's the mystery gift?
Above ₹3,000, Maa packs in a surprise handmade piece worth about ₹1,000 — free, nothing extra to do. It varies with what she's made that week, so it's always a little different.
Can I send the gift directly to the person I'm giving it to?
Yes. Enter their address as the delivery address at checkout, with a gift note if you like. If you would rather it come to you first, use your own address instead.
How do I track my order?
Once your parcel ships, we email you the tracking details, and your order page shows the same information any time you check it. Lost the link? Look up your order any time on our Track your order page using your order number and the last 4 digits of your phone.
How do I wash and care for my piece?
Hand wash in cool water with a mild soap, do not wring or twist it, reshape it gently, and dry it flat away from direct sunlight.
How fast do you reply?
We reply the same day, usually within a few hours, between 10am and 8pm IST.
How do I reach you?
WhatsApp is fastest for a quick question. You can also email us or use the contact form — either way, you'll hear back the same day.