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Customer Service
Last updated: August 28, 2025
Customer Service
How Can We Help You Today?
At Made in Marwar (Operated by MARWAR HERITAGE HANDIKRAFTS LLP), we're committed to providing exceptional customer service and ensuring your shopping experience is delightful from start to finish. Our dedicated support team is here to assist you with all your queries and concerns.
📦 Order Management
Order Tracking
Real-time Order Updates:
- Instant order confirmation via email/SMS upon successful payment
- Processing notifications when your order enters production
- Shipping confirmation with tracking details within 24 hours of dispatch
- Delivery updates and notifications
How to Track Your Order:
- Online Tracking: Visit madeinmarwar.in and scroll down to footer section. Click on "Track Your Order"
- Email/SMS: Use the tracking link sent to your registered email/mobile
- WhatsApp: Send your order number to our WhatsApp support for instant updates
- My Account: Access complete order history and status in your account dashboard
Order Modifications
- Before Shipping: Contact us within 2 hours of placing order for modifications
- Address Changes: Possible until order is shipped
- Item Additions: Can be processed as a separate order
- Cancellations: Free cancellation within 2 hours; processing fee may apply thereafter
💳 Payment & Billing
Accepted Payment Methods
Digital Payments:
- All major Credit/Debit Cards (Visa, MasterCard, American Express, RuPay)
- UPI (Google Pay, PhonePe, Paytm, BHIM)
- Net Banking (all major Indian banks)
- Digital Wallets (Paytm, Amazon Pay)
Cash on Delivery (COD):
- Available for orders within India
- Please keep exact change ready for smooth delivery
- Maximum COD order value: ₹25,000
Payment Security
- All transactions secured with 256-bit SSL encryption
- PCI DSS compliant payment gateway
- We never store your card details
- OTP verification for added security
Billing Queries
- GST Invoices: Available for all purchases
- Corporate Billing: Special arrangements for bulk orders
- Payment Failed: Contact support immediately for resolution
- Refund Status: Track refund status through your account or contact support
🚚 Shipping Information
Domestic Shipping (India)
Standard Delivery:
- Metro Cities: 3-5 business days
- Tier 2 Cities: 5-7 business days
- Rural Areas: 7-10 business days
Express Delivery:
- Available in Delhi, Mumbai, Bangalore, Chennai, Hyderabad, Pune, Kolkata
- Delivery within 1-3 business days
- Additional charges: ₹100
Packaging
- 50% Eco-friendly packaging materials
- Extra protection for fragile items
- Branded packaging for gifting
- Custom gift wrapping available (₹100 additional)
🔄 Returns & Exchanges
Easy Return Process
Step 1: Contact our support team within 7 days of delivery Step 2: Share order details and reason for return Step 3: Receive return authorization and instructions Step 4: Pack item securely and ship via our partner courier Step 5: Refund processed within 7-10 business days
Exchange Service
- Size/Color Variations: Available for select products
- Quality Issues: Free exchange for manufacturing defects
- Wrong Item: Immediate exchange at no extra cost
- Customer Preference: Exchange shipping charges apply
Return Conditions
Eligible for Return:
- Damaged or defective products
- Wrong item delivered
- Significant difference from product description
Not Eligible for Return:
- Personalized or customized items
- Products damaged due to misuse
- Items without original packaging
- Returns requested after 7-day window
🎨 Product Care
Care Instructions
Brass & Metal Items:
- Clean with soft cloth and mild soap
- Apply brass cleaner for shine restoration
- Avoid harsh chemicals and abrasive materials
- Store in dry place to prevent tarnishing
Wooden Handicrafts:
- Dust regularly with soft, dry cloth
- Avoid direct sunlight and moisture
- Use wood polish occasionally for maintenance
- Handle with care to prevent scratches
Textile & Fabric Items:
- Dry clean recommended for embroidered items
- Hand wash with mild detergent for cotton items
- Iron on reverse side to protect prints
- Store in breathable covers
Pottery & Ceramics:
- Hand wash with lukewarm water
- Avoid sudden temperature changes
- Use soft sponge to prevent scratches
- Display away from high-traffic areas
🛍️ Special Services
Bulk & Wholesale Orders
- Corporate Gifts: Customized corporate gifting solutions
- Wedding Orders: Bulk discounts for wedding favors and decorations
- Retail Partners: Wholesale pricing for retailers and distributors
- Minimum Order: ₹10,000 for wholesale pricing
- Custom Packaging: Branded packaging options available
Customization Services
- Personalization: Name engraving, custom colors, size modifications
- Corporate Branding: Logo incorporation on select items
- Special Occasions: Custom designs for festivals and celebrations
- Timeline: 7-21 days depending on customization complexity
Gift Services
- Gift Wrapping: Premium gift wrapping with traditional Indian motifs
- Gift Cards: Digital and physical gift cards available
- Gift Messages: Personalized message cards included
- Corporate Gifting: End-to-end gifting solutions for businesses
📞 Contact Our Support Team
Multiple Ways to Reach Us
Email Support:
- General Queries: support@madeinmarwar.in
- Order Issues: orders@madeinmarwar.in
- Wholesale Inquiries: wholesale@madeinmarwar.in
Phone Support:
- WhatsApp Support: +91-9309223780
Live Chat:
- Available on website during business hours
- Instant responses for quick queries
- Screen sharing for technical assistance
Social Media:
- Instagram: @madeinmarwar
- Facebook: @madeinmarwarofficial
- YouTube: @madeinmarwar
Business Hours
- Monday to Saturday: 9:00 AM to 6:00 PM IST
- Email Support: 24/7 (response within 6 hours)
- WhatsApp: 9:00 AM to 8:00 PM IST
- Emergency Support: Available for urgent order issues
❓ Frequently Asked Questions (FAQ)
General Questions
Q: Do you ship internationally? A: Yes, we ship to 25+ countries including USA, UK, Canada, Australia, UAE, and major European countries. International shipping charges apply based on weight and destination.
Q: Are all products handmade? A: Yes, all our products are authentic handcrafted items made by skilled artisans from Rajasthan using traditional techniques passed down through generations.
Q: Do you provide certificates of authenticity? A: Yes, we provide certificates of authenticity for premium items above ₹5,000. These certificates include details about the artisan, technique used, and origin verification.
Orders & Shipping
Q: Can I change my order after placing it? A: Order modifications are possible within 2 hours of placement. After that, the order enters processing and cannot be modified. Contact support immediately for any changes.
Q: What if my order is delayed? A: We'll notify you immediately if there are any delays. You can track your order in real-time, and our support team is available to provide updates and alternative solutions.
Q: Do you offer same-day delivery? A: Same-day delivery is available in select areas of Jaipur, Delhi, and Mumbai for orders placed before 12:00 PM. Additional charges apply.
Products & Quality
Q: Why do handcrafted items look different from website photos? A: Each handcrafted piece is unique with slight variations in color, texture, and design. These variations are natural characteristics that make each item special and authentic.
Q: What if I receive a damaged product? A: Contact us immediately with photos of the damaged item. We'll arrange for free return pickup and provide a replacement or full refund within 3-5 business days.
Payments & Refunds
Q: Is it safe to pay online on your website? A: Absolutely! We use industry-standard security measures including SSL encryption and PCI DSS compliant payment gateways. Your payment information is completely secure.
Q: How long does it take to get my refund? A: Refunds are processed within 7-10 business days to your original payment method. Bank transfer refunds may take an additional 2-3 working days.
Q: Can I pay in installments? A: Yes, we accept EMI payments through select credit cards and buy-now-pay-later services like Simpl and ZestMoney for orders above ₹3,000.
Care & Maintenance
Q: How do I care for brass items? A: Clean with a soft cloth and mild soap. Use brass cleaner for shine restoration. Avoid harsh chemicals and store in a dry place to prevent tarnishing.
Q: Can wooden items be kept outdoors? A: Our wooden handicrafts are designed for indoor use. Outdoor exposure to moisture and direct sunlight may cause damage and is not covered under our return policy.
Q: How do I maintain the color of fabric items? A: Wash in cold water with mild detergent, avoid direct sunlight when drying, and iron on reverse side to protect prints and embroidery.
Special Services
Q: Do you offer bulk discounts? A: Yes, we offer attractive discounts for bulk orders above ₹10,000. Contact our wholesale team at wholesale@madeinmarwar.in for custom quotations.
Q: Can I get items customized? A: Yes, we offer customization services including personalization, custom colors, and size modifications. Additional charges and timeline apply based on requirements.
Q: Do you create custom corporate gifts? A: Absolutely! We specialize in corporate gifting solutions with custom packaging, branding, and bulk pricing. Contact info@madeinmarwar.in for detailed discussions.
🎯 Our Commitment to You
Quality Assurance Promise
- 100% Authentic: Every product is genuinely handcrafted in Rajasthan
- Quality Checked: Each item inspected by our quality team before shipping
- Artisan Fair Trade: We ensure fair compensation to all our artisan partners
- Sustainable Practices: Eco-friendly packaging and sustainable business practices
Customer Satisfaction Guarantee
- 7-Day Return Policy: Easy returns for peace of mind
- Quality Replacement: Free replacement for any quality issues
- Responsive Support: Quick resolution to all your queries
- Continuous Improvement: Your feedback helps us serve you better
Remember: Our customer service team is always here to help! Don't hesitate to reach out for any assistance, big or small. Your satisfaction is our priority, and we're committed to making your experience with Made in Marwar exceptional.
Contact us anytime: support@madeinmarwar.in | Live Chat on website
