FAQ

We offer free shipping for all domestic orders above INR 3000. A subsidized flat shipping fee of INR 100 will apply to orders below this amount.

Orders are processed and dispatched within 5–10 business days to allow for both ready-to-ship and made-to-order items, ensuring quality and craftsmanship.

Delivery usually takes 3–7 business days after dispatch, depending on your location and courier access.

Tracking details are shared via email once the order is shipped. Please ensure that all shipping details entered are accurate. Orders returned due to incorrect addresses or failed delivery attempts can be re-shipped at an additional cost.

We are not liable for delays caused by weather conditions or other unforeseen circumstances.

Please follow the instruction below to place your order:

1. Please choose products on the website, add them to the basket and complete your purchase at checkout.

2. We will immediately send you an automatic notification that your order has been processed.

Once an order is placed, we are unable to accept cancellations.

This is because our production and dispatch operations begin immediately to ensure timely delivery and uphold the quality of our handcrafted pieces.

Your shipping address is changeable prior to invoicing/dispatch. Alterations are restricted once invoiced/dispatched.

Our fabrics are obtained from multiple handloom clusters across India, which can be found on the product description page. Every item is crafted in our Mumbai manufacturing facility.

Cash on Delivery is not available (yet) as each piece is handcrafted and made in limited quantities, making prepaid orders essential for smooth fulfillment.

Your payment is completely secure. Occasionally, due to technical issues, the amount may be debited but not processed by the payment gateway. In such cases, the amount is usually credited back to your account within 24 hours. In the unlikely event that the payment does go through, we will either process your order or refund the full amount to your original payment method.

You can pay online through our designated payment partner RazorPay.

We accept the following modes of payment for domestic transactions:
• Credit cards - Mastercard, Visa, and American Express
• Net Banking - All major banks
• Debit Card - All major banks
• Wallet

If you've been charged but haven't received a confirmation, don’t worry — we're here to help. Please email us at help.nayap@gmail.com with your registered email address, order number, and the amount charged. We’ll check with our payment gateway and get back to you with an update shortly.

Returns are accepted only for items that are damaged or defective. As our pieces are crafted in limited runs, we cannot accommodate returns for fit or personal preference.

Issues must be reported within 48 hrs days of delivery, along with clear images. Write to us at help.nayap@gmail.com or whatsapp us at +91 8689947565

This helps us assess the issue promptly and fairly.

Approved returns will be refunded as store credit only. Refunds to original payment methods are not offered.

Store credit allows us to manage our inventory sustainably while offering flexibility for your next purchase.

At Naya Pannah, each piece is thoughtfully handcrafted in limited quantities. Because of this, we are only able to offer exchanges in cases of sizing issues, and returns only in the event of a damaged or defective item. We kindly ask that you place your request for an exchange within 24 hours of delivery. Once the returned item is received and verified, we will ship the replacement piece to you at no additional cost. Customers are responsible for returning the original item in unused, intact condition.

We only accept returns of unused products that are in their original condition — this includes being unwashed, undamaged, and having all tags attached. The return request must be made within 24 hours of delivery. We maintain this window out of deep respect for the energy that clothing carries. Once a garment has been worn or handled extensively, we believe it absorbs a part of its environment. In line with our brand philosophy, we do not feel right passing such a piece on to another customer.

For all approved returns or exchanges, a reverse pickup will be arranged from your provided address. Please ensure that items are packed securely in their original packaging and are in unused condition, as this helps maintain quality and fairness across all customer experiences.

Once the returned item is received and inspected by our team, a store credit in the form of a Naya Pannah gift card will be issued within 3 to 5 business days. This store credit does not expire and can be used toward any future purchase. We do not offer refunds to the original payment method. Store credit enables us to manage our inventory more sustainably and offer flexibility for your next selection while minimizing waste and preserving the intention behind every crafted piece.