Frequently Asked Questions

Transforming rhythmic designs into timeless creations, Naqsheeneh brings together artistic compositions, delicate details, and intricate embellishments to create pieces that embody timeless elegance and craftsmanship.

1. How do I place an order?

Ordering from Naqsheeneh is simple. Select your desired piece, add it to your cart, and proceed to checkout. You may also place an order directly through our social media platforms where applicable.

2. How will my order be confirmed?

After you place an order, our team will contact you to confirm the order and provide the account details for the required 50% advance payment.

Your order will be confirmed once the advance payment has been received and verified in our account. Customers are also required to provide proof of payment.

3. Do I need to pay the full amount in advance?

No. Naqsheeneh follows a 50% advance + 50% Cash on Delivery (COD) payment structure.

A 50% advance payment is required before production begins, while the remaining 50% is payable when the order is delivered.

4. Why is an advance payment required?

Our pieces are carefully handcrafted and may require materials, embroidery, and production specifically for your order. The 50% advance payment allows us to secure your order and begin the production process.

5. When does production begin?

Once your 50% advance payment has been received and verified, production will begin within 24 hours.

6. Is proof of advance payment required?

Yes. Customers are required to provide valid proof of the 50% advance payment after completing the transaction.

However, a screenshot or payment slip alone does not confirm an order. Production begins only after the payment has been successfully verified in our account.

7. Can I cancel my order?

You may request cancellation within 24 hours after your advance payment has been received.

If the order is cancelled within this period, your 50% advance payment will be refundable. After the 24-hour period has passed or production has commenced, the advance payment becomes non-refundable.

8. What is the delivery timeline?

Each Naqsheeneh piece is handcrafted with care and requires time for production.

• Ready-to-dispatch orders: 3–7 working days

• Custom or made-to-order pieces: 7–21 working days

Delivery timelines are estimates and may vary during launches, holidays, or peak seasons.

9. What are the shipping charges?

Shipping charges are calculated based on the destination and parcel size and will be communicated or displayed at the applicable stage of your order.

10. What happens if my order cannot be delivered?

If your order cannot be delivered due to a genuine logistics or courier-related issue, and the delivery failure is not caused by the customer, the 50% advance payment will be refunded after the issue has been verified.

11. Can I exchange my order?

Exchanges are considered only for eligible cases, such as receiving a damaged, incorrect, or genuinely defective product.

Please refer to our Refund & Exchange Policy for complete details.

12. Can I get a refund?

Refunds are available only in eligible circumstances outlined in our Refund & Exchange Policy.

Change-of-mind requests are not eligible for a refund. Customized and made-to-order pieces are also non-refundable and non-exchangeable, except where an eligible defect, damage, or incorrect item is verified.

13. What if I receive a damaged or incorrect item?

Please contact us within 24 hours of delivery and provide clear evidence of the issue.

For damage, missing-item, or incorrect-item claims, a continuous and unedited unboxing video is required as proof.

14. What if there are slight differences in my handmade piece?

Because our products are handcrafted, slight variations in color, embroidery, fabric texture, pattern placement, and finishing may naturally occur.

These characteristics are part of the handmade nature of our pieces and are not considered defects.

15. Are customized or made-to-order pieces refundable?

Customized and made-to-order pieces are non-refundable and non-exchangeable once production has commenced, except in cases of a verified manufacturing defect, damage, or incorrect item.

16. Does adding an item to my cart reserve it?

No. Adding an item to your cart does not reserve it. An item is secured only after the order has been confirmed and the required advance payment has been received and verified.

17. Will sold-out designs be restocked?

Some collections may be restocked depending on availability. However, limited-edition and specially handcrafted designs may not be reproduced.

18. How can I track my order?

Once your order has been dispatched, tracking details will be shared with you through the applicable communication channel, such as WhatsApp, email, or SMS.

19. How can I contact Naqsheeneh?

For orders, inquiries, and customer support, you can reach us through:

• WhatsApp

• Instagram

• Facebook

• Email

Customer Support Hours: 12:00 PM – 8:00 PM

20. Where can I find your complete policies?

For complete information, please refer to our separate:

• Payment Policy

• Refund & Exchange Policy

Crafted by Hand. Made with Love. Worn with Grace.

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