Frequently Asked Questions

 Once your order is placed, you’ll receive an order confirmation email with your order details.
As your order moves through packing and dispatch, tracking updates will be shared so you can follow its journey to you.

If you’re unsure about your order status at any point, feel free to reach out — we’re happy to check for you.

 Once an order is placed, it cannot be cancelled or modified. Many of our pieces are made-to-order or customised, so we begin processing them immediately.

We offer a secure and seamless checkout experience. You can pay using:

  • UPI

  • Credit / Debit Cards

  • Netbanking

  • Digital Wallets

All payments are processed through trusted and secure gateways.

 At the moment, COD is not available. Since many of our products are handcrafted, personalised, or made-to-order, prepaid orders help us prepare each piece with care and intention.

Sometimes, banks take a little time to update payment statuses.

Here’s what we suggest:

  • First, wait a few minutes — the confirmation may still come through.

  • If the amount has been debited but you haven’t received any confirmation even after some time, please do not place the order again.

Just reach out to us with your payment details, and we’ll check the backend and confirm your order or initiate a refund if needed.

 Currently, we don’t support split payments. Each order needs to be completed using a single payment method.

Using your credit note is simple:

  • Log in using your registered email ID

  • Add products to your cart

  • Proceed to checkout

  • On the payment page, you’ll see an option to apply your available credit balance

Any remaining amount can be paid using your preferred payment method.

 Credit notes are valid for 3 months from the date of issue. They can be used on any eligible product but cannot be combined with other offers or promotions.

 The product may currently be unavailable. Many of our pieces are made in small batches or released as limited editions, so they may sell out quickly or be in the process of being restocked.

 If a product is out of stock, it could be:

  • A limited-edition piece that has sold out

  • Temporarily unavailable while we restock it

 All product pages include detailed information on sizing, materials, finishes, and care. If anything feels unclear or you need help choosing, just reach out — we’re always happy to guide you.

 Each piece is crafted using different materials and techniques, so care varies. For the most accurate guidance, refer to the care section on the individual product page, where we share material-friendly tips to help your piece age beautifully.

Yes, selected products and hampers can be personalised or customised.
Customisation timelines usually range from 5–7 business days, depending on the piece.

 Yes. A curated selection of our products is available at Amethyst and Chamiers in Chennai and Chintz Pondicherry

 Orders under ₹2,999 carry a flat shipping charge of ₹99, PAN India.

Delivery timelines depend on the nature of the product:

  • Ready-to-ship items usually arrive within 3–5 business days

  • Customised or made-to-order products take 5–7 business days

We’ll keep you updated at every stage so you know exactly where your order is.

Yes, express delivery is available.
If you need your order sooner, Please write to us at hello@madrasfinds.com. , and we’ll do our best to accommodate your request.
Express delivery comes with an additional charge, which will be communicated based on your location and order.

If your package shows Delivered but hasn’t reached you:

  • Check with neighbours/security
  • Look for delivery at the nearest access point
  • Sometimes couriers mistakenly mark a package delivered one day early
    If still missing, reach out to us with your tracking details and we'll help guide you with the next steps.

All orders are carefully packed, quality-checked, and dispatched from our studio in Chennai.

 Yes, we ship worldwide.Please contact us for the shipping cost

Yes, we ship internationally 

A few things to keep in mind:

  • International orders are not eligible for replacements
  • Customs timelines can be unpredictable — sometimes quick, sometimes taking a few weeks
  • For extended delays, we recommend contacting your local customs office, as we aren’t permitted to reach out to them on your behalf

Duties & Taxes
 Customs duties, import taxes, and any additional fees are not included in your product or shipping cost. These charges vary by country and are the responsibility of the customer.

Once an order has been shipped, we’re unable to offer refunds for packages lost in transit.
If a package is marked as Delivered by the courier but can’t be located, we’re unable to replace or refund it.

To avoid this, we recommend double-checking that your delivery address is accurate and secure at checkout.

If an order is returned to us due to:

  • Incorrect or incomplete address

  • Customer unavailability to receive or pick up the parcel

We’ll be happy to re-ship it once it reaches the Madras Finds studio. A reshipment fee will apply.

While we can’t take responsibility for deliveries affected by address errors or missed pickups, we truly appreciate your understanding — and we’re always here to guide you through the next steps.

To be eligible for a return:

  • The item must be unused and in the same condition as received
  • It should be in its original packaging
  • Proof of purchase is required

We don’t accept returns for change of mind.
However, we’re always here to help if:

  • You received a damaged product
  • You received the wrong item

Our priority is making sure you receive exactly what you expected.

To ensure a smooth and fair process, we kindly request all customers to record an unboxing video when opening their package, without cuts or edits of course. This video is mandatory for any claims related to:

  • Damaged items
  • Missing products
  • Has a manufacturing defect
  • Requests for refunds or exchanges

Please note:

  • The video must clearly show the unopened package, the unboxing process, and the condition of the items received.
  • Claims without video proof will not be eligible for refunds, replacements, or exchanges.
  • All concerns must be raised within 3 days of delivery.

A gentle heads-up : We do not offer refunds or exchanges for reasons other than manufacturing defects as each piece is handcrafted, so gentle variations in colour, texture, and minor imperfections are a natural part of the process.

  • Send your unboxing video + order number details to hello@madrasfinds.com
  • Our team will review it. 
  • You’ll receive an email confirming whether your return is approved
  • If approved, we’ll arrange a pickup.
  • Return shipping charges will be borne by the customer

 If the return is due to damage or an incorrect item, we’ll arrange the pickup at no extra cost.
For other eligible returns, return shipping will need to be borne by the customer.

Once an order is on its way, we’re unable to offer refunds for packages lost in transit. If a package is marked as delivered by the courier but can’t be located, we’re unable to replace or refund it. To help avoid this, we’d recommend double-checking that your delivery address is correct and secure at checkout.

If an order makes its way back to us due to Incorrect or Incomplete addresses,or due to the customer’s unavailability to receive or pick up the parcel we'll be happy to re-ship it once it reaches the Madras Finds studio with a reshipment fee applicable. We’re unable to take responsibility for items that don’t reach you due to address errors, and we truly appreciate your understanding. 

 Please raise a return request within 48 hours of receiving your order. This helps us address the issue before the product is used or altered.