FAQ's
PRODUCT RELATED FAQ's
What's the difference between a Dohar and a Rajai?
| DOHAR | RAJAI | |
| Composition | Three layers of soft Malmal | Soft Cotton filled with Malmal |
| Properties | Breathable, Lightweight | Multiple layers, Hand quilted |
| Suitable For | Summer months / Warm weather | Air conditioned / Cooler temperature |
| Suggested Uses | Summer Blanket, Stroller Blanket, Nursing Cover up, Receiving blanket | Winter Blanket, Playmat, Daytime Cot bed spread |
Are your products pre-shrunk?
No, but we wouldn't worry too much about it, shrinkage is natural for any cotton product. That being said, try not to overheat our products. Drying with high heat can cause shrinkage. We would recommend hang to dry where possible and if using a dryer, use the air cycle, no heat.
Will the colour/prints fade when washed?
We're all natural so some fading with age is normal. We recommend avoiding the use of powerful detergents or bleaching agents, and dry naturally in the shade to retain the original colour and print quality of our products.
How do I wash the products?
Please refer to wash care tags on your products for specific care instructions and when in doubt, dry clean.
How can I contact the team at Masaya?
If you have any questions regarding products, our policies, offers, or any other queries you can call us at +91 9324455601 between 10am and 6pm from Monday to Friday (excluding Indian public holidays). Alternatively, you can send us an email at care@masayahome.com with your name & contact details and we will get back to you as soon as possible. If you have a bespoke request do not hesitate to contact us, we aim to be creative and help you plan the perfect nursery!
How can we let you know we love your stuff?
Send us some pictures or post on social media – don't forget to tag us! @masayahomein
What should I do when my child outgrows your bedding?
Just drop us an email and send it back to us (provided it's still in good condition) so we can share them with the little feet that need them more!
ORDER RELATED FAQ's
Can I change/cancel my order?
Yes, you may change/cancel your order if it has not been shipped and it is not a personalised or made-to-order item. To do so, please get in touch with our team by calling +91 9324455601 or email us at care@masayahome.com with your order details as soon as possible as orders are sometimes shipped immediately.
What happens if an item ordered is out of stock/you are unable to fulfill my order?
Our team will get in touch with you and a refund request will be put in motion. For pre-paid orders the refund will be processed directly into your debit/credit card or online account that was used to make the payment. It usually takes 7 to 21 working days from when the refund request was raised for the amount to reflect in your account.
How do I redeem my promo code?
Enter your promo code at checkout and the discount will be automatically applied to the total amount.
Can you personalise my order with a name or monogram?
Yes! Look out for the option to personalise many of our products as listed on our website.
Can I get in touch for bulk orders?
Absolutely! We typically require 30 days notice to process orders over 25 pieces in a single design. Email us at care@masayahome.com for bulk order enquiries.
Do you gift wrap?
Our gift bundles come in a reusable drawstrings sacks that are ready to gift. Some of our smaller bundles include gift boxes (wherever mentioned on the product page). During checkout, please enter your message in the "special instructions" box and we can include a personalised gift note from you too.
What is the advantage of creating an account when checking out?
When you create an account, your information is kept securely on file, speeding up the checkout process for future orders.
SHIPPING RELATED FAQ's
Does Masaya ship internationally?
Yes, we ship worldwide!
Is there an additional shipping charge?
Please see our Shipping & Handling Fees section.
How long will it take for my order to reach me?
Please see our Shipping & Timelines section.
Will all the items in my order be shipped as one package?
Typically, yes.
RETURNS RELATED FAQ’s
What if I receive a defected/wrong product or an incomplete order?
Please see our Returns Policy.
Is it a manufacturing defect if the printed design is not perfect?
Not necessarily – due to the hand printing process, variations and imperfections may occur in the pattern and this is part of the charm of a handmade item.
What process should I follow to return a product?
Please see our Return & Exchange Assistance section for details.
Do you arrange reverse pickups?
Yes, Please see our Return & Exchange Assistance section for details.
How long will it take to process my return?
It will take 7 to 14 business days from the time we receive the products back for you to receive a replacement or refund.
PAYMENT RELATED FAQ's
What payment options do you offer?
We support the following payment options:
- Credit Card
- Debit Card (only if your issuer bank permits online transactions)
- Net Banking (within India only)
Do you offer Cash on Delivery (COD) as a payment option?
No, currently we don't.
Do you accept payment in multiple currencies?
No, currently we don't.
Do you accept payment through cheque/demand draft?
No, currently we don't.
How do you ensure the security of online payments?
We are using a very secure and trusted payment gateway to provide full security to our customers. If an amount is deducted after any failed transaction, it will be reverted to the bank account of the customer within a few days of time.
Do you save credit card information?
No, we do not store any credit/debit card information. We are as paranoid about your credit/debit card information as you are! Your payment details are encrypted and sent to the payment gateway directly for billing. At no point is this information stored by us.
I am not being able to make a payment using my credit card. What should I do?
Anyone not being able to use a credit card can try a debit card or net banking (within India). You could also re-attempt the transaction after sometime as it could be due to a server problem.
How do I know that my online transaction was successful?
You will receive an email from Masaya after the payment is made and the order is placed. This email will include the order number and details about the products and shipment.
Is your website secure?
Yes, the Masaya website is a secure shopping environment where information is
safeguarded if you are a registered user. For non-registered users, your information is not held beyond the shipping of the order.
When will my credit card be charged?
Your credit card will not be charged until your order ships.
What payment method do you accept?
We accept Visa, Mastercard, American Express and Discover payments. For India, we currently do not accept Cash on Delivery (COD) but, will be launching this service soon. Stay tuned…
Does Masaya charge GST?
Our Prices are Inclusive of GST.
How can I track my order once it has shipped?
As soon as we ship your order, we send you an email with all of your tracking information.
The item I want is sold out, how will I know when it is back in stock?
Sign up for our newsletter to be among the first to know when out-of- stock items are available again on www.masayahome.com. Simply click “subscribe” at the bottom of the page and enter your email address. Also, feel free to email us at care@mamasayahome.com and we can stay in touch, directly.
What happens if an item ordered is out of stock / you are unable to fulfil my order?
Our team will get in touch with you and a refund will be processed ASAP. For pre-paid orders the refund will be processed directly into your debit/credit card or online account that was used to make the payment. It usually takes 1 to 3 weeks from when the refund request was created for the amount to reflect in your account.
Masaya HQ
4A Indu Park C.H.S,
151/ 152 N. Dutta Road,
4 Bungalows, Andheri West,
Mumbai 400053, MH, India.
Still have questions?
Email us at care@masayahome.com and we will get back to you as soon as we can.