Shipping policy
Thank you for shopping at mazo. Each piece is made in small batches, and this page explains exactly how and when your order reaches you.
Where we ship
We ship across India. For orders outside India, please message us on Instagram or email madhu@shopmazo.in before ordering and we will arrange it for you.
Processing and delivery
- Standard shipping (in-stock pieces): delivered within 3 to 7 business days from the date of purchase. This includes 1 to 2 business days for us to prepare and dispatch your order.
- Express shipping: dispatched the same business day and delivered within 1 to 3 business days.
- Made to order pieces (the Jig Jig collection): made for you after you order and delivered in about 20 days from the date of purchase. These pieces ship free by Standard shipping only; Express is not available for them. The product page and checkout show this before you pay.
- Orders with both: if your order has made to order pieces and in-stock pieces, we send them in two parcels. The in-stock pieces arrive within 3 to 7 business days, and the made to order pieces follow when they are ready.
- Business days means Monday to Saturday, excluding Sundays and public holidays. Orders placed on a Sunday or a holiday begin processing on the next business day.
- These are delivery windows, counted from the day you place your order to the day the parcel reaches your address. We do not offer delivery on a fixed date or at a fixed time.
- Because each piece is produced in limited quantities, please allow us the full processing time while your order is prepared and checked.
Shipping charges
- Standard shipping is free on every order across India. There is no minimum order value.
- Express shipping: Rs. 290. Available at checkout. Express orders are dispatched the same business day, so they reach you faster.
Tracking your order
Once your order has been shipped you will receive a confirmation email with tracking details. Tracking can take up to 24 hours to begin updating after the courier collects the parcel.
If your order is late
If the delay is ours, we take the responsibility. A delay is ours if we dispatch later than we said, send the wrong piece, or finish a made to order piece later than its window. If your order is more than 3 business days past its delivery window (5 days for made to order pieces) for a reason on our side, you can cancel it for a full refund to your original payment method, including any shipping you paid, or you can keep waiting and we will keep you updated. Write to madhu@shopmazo.in with your order number.
If the delay is the courier's, it is outside our control. Once a parcel is handed to the courier, speed is in their hands. Delays caused by courier backlogs, incorrect or incomplete addresses, weather, local disruption, strikes or other events beyond our reasonable control are not a reason for a refund by themselves. We will chase the courier for you and tell you where your parcel is. If a parcel is lost, or comes back to us undelivered, we send it again or refund you in full.
Express shipping: if we do not dispatch an Express order on the same business day, we refund the Express charge of Rs. 290.
Addresses and failed deliveries
- Please check your delivery address and phone number carefully before paying. We cannot change an address once the order has shipped.
- If a parcel is returned to us because the address was wrong or incomplete, or because nobody was available across the courier's delivery attempts, we will reship it once you have confirmed the correct details. The courier charge for the second shipment is paid by you, and we will tell you the amount before we send it.
- Couriers may require a phone number to complete delivery, so please give one you can be reached on.
Questions
For anything about your order, email madhu@shopmazo.in with your order number and we will help.