Customer Service

Last updated: December 21, 2025

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 Tracking

Real-time Order Updates:

  • Instant order confirmation via email upon successful payment
  • Processing notifications when your order enters production
  • Shipping confirmation with tracking details within 24-48 hours of dispatch
  • Delivery updates and notifications throughout the shipping journey

How to Track Your Order:

  • Online Tracking: Visit madeinmarwar.com, scroll down to the footer section, and click on "Track Your Order"
  • Email: Use the tracking link sent to your registered email address
  • WhatsApp: Send your order number to our WhatsApp support (+91-9309223780) for instant updates
  • My Account: Access complete order history and current order status in your account dashboard

Order Modifications

  • Before Shipping: Contact us within 2 hours of placing your order for any modifications
  • Address Changes: Possible until order is shipped—contact us immediately if you need to update your delivery address
  • Item Additions: Can be processed as a separate order
  • Cancellations: Free cancellation within 2 hours of order placement; a processing fee may apply thereafter if the item has entered production

Payment & Billing

Accepted Payment Methods:

  • All major Credit/Debit Cards (Visa, MasterCard, American Express, Discover)
  • PayPal
  • Other payment methods as displayed during checkout

Payment Security:

  • All transactions are secured with 256-bit SSL encryption
  • PCI DSS compliant payment gateway
  • We never store your complete card details
  • Secure authentication for added protection

Billing Queries:

  • Corporate Billing: Special arrangements available for bulk orders
  • Payment Failed: Contact support immediately at info@madeinmarwar.com for resolution
  • Refund Status: Track refund status through your account or contact our support team

Product Care & Maintenance

Brass & Metal Items:

  • Clean with a soft, dry cloth and mild soap
  • Apply brass cleaner or lemon juice for shine restoration
  • Avoid harsh chemicals and abrasive materials
  • Store in a dry place to prevent tarnishing
  • Natural patina development over time is normal and adds character

Wooden Handicrafts:

  • Dust regularly with a soft, dry cloth
  • Avoid direct sunlight and moisture exposure
  • Use wood polish occasionally for maintenance
  • Handle with care to prevent scratches and dents
  • Do not use water-based cleaners

Textile & Fabric Items (Cotton Bags, Embroidered Pieces):

  • Dry clean recommended for heavily embroidered items
  • Hand wash with mild detergent for cotton items
  • Machine wash on gentle cycle (if care label permits)
  • Iron on reverse side to protect prints and embroidery
  • Store in breathable fabric covers, not plastic

Meenakari & Hand-Painted Items:

  • Handle gently to preserve hand-painted details
  • Clean with soft, slightly damp cloth only
  • Avoid soaking in water or using harsh cleaners
  • Display away from direct heat sources
  • Minor color variations are natural characteristics of hand-painting

Pottery & Ceramics:

  • Hand wash with lukewarm water and mild soap
  • Avoid sudden temperature changes (do not put hot items in cold water)
  • Use soft sponge to prevent scratches
  • Display away from high-traffic areas where they might be knocked over
  • Not recommended for microwave or dishwasher use

Special Services

Bulk & Wholesale Orders:

  • Corporate Gifts: Customized corporate gifting solutions with volume discounts
  • Wedding Orders: Bulk discounts for wedding favors, decorations, and return gifts
  • Retail Partners: Wholesale pricing available for retailers and distributors
  • Minimum Order: Typically $500 for wholesale pricing
  • Custom Packaging: Branded packaging options available for corporate orders

Contact us at wholesale@madeinmarwar.com for wholesale inquiries and custom quotations.

Customization Services:

  • Personalization: Name engraving, custom colors, or size modifications on select items
  • Corporate Branding: Logo incorporation on eligible products
  • Special Occasions: Custom designs for festivals, celebrations, and events
  • Timeline: 7-21 days depending on customization complexity
  • Additional Costs: Customization fees vary by request—contact us for a quote

Please note: Customized and personalized items cannot be returned or exchanged.

Gift Services:

  • Gift Wrapping: Premium gift wrapping with traditional Indian motifs and elegant presentation
  • Gift Cards: Digital and physical gift cards available in various denominations
  • Gift Messages: Personalized message cards included at no extra charge
  • Corporate Gifting: End-to-end gifting solutions for businesses, including packaging, delivery coordination, and bulk management

Contact Our Support Team

Multiple Ways to Reach Us:

Email Support:

Phone & WhatsApp Support:

  • WhatsApp: +91-9309223780
  • Phone: +91-9309223780

Live Chat:

  • Available on our website during business hours
  • Instant responses for quick queries

Social Media:

  • Instagram: @madeinmarwar
  • Facebook: @madeinmarwarofficial
  • Follow us for product updates, artisan stories, and special promotions

Business Hours:

  • Monday to Saturday: 9:00 AM to 6:00 PM IST (Indian Standard Time)
  • Email Support: Available 24/7 (response within 6-12 hours)
  • WhatsApp: 9:00 AM to 8:00 PM IST
  • Sunday: Email support only

Emergency Support: Available for urgent order or delivery issues—please mark your email as "URGENT" in the subject line.

Frequently Asked Questions (FAQ)

General Questions

Q: Do you ship internationally?
A: Yes, we ship to the United States, United Kingdom, Canada, Australia, European Union countries, and other select international destinations. Shipping options and costs will be displayed at checkout.

Q: Are all products handmade?
A: Yes, absolutely. All our products are authentic handcrafted items made by skilled artisans from Jaipur, Rajasthan, using traditional techniques passed down through generations. Each piece is unique.

Q: Do you provide certificates of authenticity?
A: Yes, we provide certificates of authenticity for premium items upon request. These certificates include details about the artisan, technique used, and origin verification.

Q: Why do handcrafted items look slightly different from website photos?
A: Each handcrafted piece is unique with slight variations in color, texture, grain, and hand-painted details. These variations are natural characteristics of authentic craftsmanship that make each item special—not defects. We photograph our products in natural light to show them as accurately as possible.

Orders & Modifications

Q: Can I change my order after placing it?
A: Order modifications are possible within 2 hours of placement. After that, the order enters production and cannot be modified. Contact our support team immediately at info@madeinmarwar.com for any changes.

Q: What if my order is delayed?
A: We'll notify you immediately if there are any expected delays. You can track your order in real-time using your tracking number, and our support team is available to provide updates and assist with any concerns.

Q: Can I cancel my order?
A: Yes, you can cancel within 2 hours of placing your order at no charge. After 2 hours, if the item has entered production, a processing fee may apply. Contact us as soon as possible if you need to cancel.

Products & Quality

Q: What if I receive a damaged product?
A: Contact us immediately (within 48 hours of delivery) at info@madeinmarwar.com with photos of the damaged item and packaging. If possible, include an unboxing video. We'll arrange for a replacement or full refund at no cost to you.

Q: What's the difference between your solid brass items and cheaper alternatives?
A: Our items are made from solid brass (weighing 2-5 lbs depending on size), not hollow resin or plastic. You'll feel the quality difference immediately. Solid brass develops a natural patina over time and lasts for generations, while cheaper alternatives peel, chip, and break within months.

Q: How can I verify the quality before purchasing?
A: We're happy to provide additional photos from different angles, close-up detail shots, weight specifications, or even short videos of the item. Just email us at info@madeinmarwar.com with your request before purchasing.

Payments & Security

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 and we never store your complete card details.

Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, MasterCard, American Express, Discover), PayPal, and other secure payment methods displayed at checkout.

Q: How long does it take to get my refund?
A: Refunds are processed within 5-10 business days after approval to your original payment method. Depending on your bank or payment provider, it may take an additional 7-10 business days for the funds to appear in your account.

Customs & International Shipping

Q: Will I be charged customs duties or import taxes?
A: For orders to the United States and select other countries, all customs duties and import taxes are included in your purchase price. You will not be charged anything extra upon delivery—this is our "No Surprises" guarantee. For other countries, this will be clearly indicated during checkout.

Q: How long does international shipping take?
A: International shipping typically takes 10-21 business days depending on your destination and customs clearance. You'll receive tracking information to monitor your shipment's progress.

Q: What if my package gets stuck in customs?
A: We handle all required customs documentation. If there are any issues, contact us immediately and we'll work with the carrier and customs authorities to resolve the situation quickly.

Special Services

Q: Do you offer bulk discounts?
A: Yes, we offer attractive discounts for bulk orders, typically starting at $500. Contact us at wholesale@madeinmarwar.com with details about your requirements for a custom quotation.

Q: Can I get items customized or personalized?
A: Yes, we offer customization services including personalization, custom colors, engraving, and size modifications on select items. Additional charges and production time (7-21 days) apply based on your requirements. Please note that customized items cannot be returned or exchanged.

Q: Do you create custom corporate gifts?
A: Absolutely! We specialize in corporate gifting solutions with options for custom packaging, logo incorporation, branding, and bulk pricing. Contact us at info@madeinmarwar.com for detailed discussions and proposals.

Q: Do you offer gift wrapping?
A: Yes, we offer premium gift wrapping with traditional Indian motifs and can include personalized message cards. This service is available for an additional fee or included with certain product bundles.

Our Commitment to You

Quality Assurance Promise:

  • 100% Authentic: Every product is genuinely handcrafted by artisans in Jaipur, Rajasthan
  • Quality Checked: Each item is inspected by our quality team before shipping
  • Artisan Fair Trade: We ensure fair compensation and ethical treatment for all our artisan partners
  • Sustainable Practices: Eco-friendly packaging and sustainable business practices

Customer Satisfaction Guarantee:

  • Quality Replacement: Free replacement for any manufacturing defects or quality issues
  • Responsive Support: Quick resolution to all your queries and concerns
  • Transparent Communication: We keep you informed at every step of your order journey
  • 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. Whether you have questions before purchasing, need help tracking your order, or have concerns after delivery, we're committed to making your experience with Made in Marwar exceptional.

Contact us anytime:

Email: support@madeinmarwar.com
WhatsApp/Phone: +91-9309223780
Address: Adarsh Nagar, B-109, Jaipur, Rajasthan, 302004, India

Thank you for choosing Made in Marwar and supporting traditional Indian craftsmanship!