Frequently Asked Questions
If you have more questions, please email us and we'll get back to you within 2 business days.
We ship across India from our studio in Kolkata. Every order is personalised and packed by hand, so please allow around 2–3 weeks from order to delivery.
Where we ship
We deliver to addresses across India. International shipping isn’t offered as standard. We can sometimes arrange it on request, at extra cost, so please write to us before ordering.
How long it takes
|
Stage |
Time |
|
Personalisation and dispatch |
7 working days from the day your payment and personalisation details are confirmed |
|
Delivery after dispatch |
Usually 2–7 working days, depending on your location |
|
Total |
Around 2–3 weeks |
Working days don’t include Sundays or public holidays. During festive and wedding seasons, turnaround can run longer than usual.
Need your order by a certain date? Please message us before ordering. We’ll check what’s in production and tell you honestly whether we can make it. We can’t promise a delivery date on an order placed without checking with us first.
If a replacement is needed, it’s personalised from scratch and takes the same standard production time.
Tracking
Once your order is dispatched, we’ll send you the tracking details on WhatsApp or email.
Shipping charges
Shipping charges are shown at checkout before you pay. They’re non-refundable. The one exception is when we re-ship an item because of our own error, in which case we cover the cost.
Your delivery details
Please give us your complete address, the correct PIN code and a phone number you’ll answer. Our delivery partner may call you to confirm your address or find your location, so please keep your phone close around delivery.
We ship to the address you give us at checkout, and it can’t be changed once the parcel has left our studio. We aren’t responsible for delays, failed deliveries or lost parcels caused by incorrect or incomplete delivery details.
If delivery doesn’t go through
Sometimes the courier can’t deliver: you’re unreachable, the address can’t be found, or the parcel is refused. The courier may then re-attempt delivery or return the parcel to us.
Any re-attempt charge, and the cost of shipping your order again, is payable by you before we send it out. Your pieces are personalised, so an order that comes back to us this way can’t be refunded.
Courier delays
Once your parcel is with the courier, its timing is in their hands. Weather, festivals, strikes and remote locations can all slow things down. We’ll always follow up with the courier for you, but courier delays aren’t grounds for cancellation or a refund.
What your order comes in
Many of our pieces are bought as gifts, so here’s exactly what each product arrives in.
Full sets (eg- Bella and Le Jardin Enchante) come in a box designed for that set, carrying the set’s own artwork.
Notecard sets come in a plain, drawer-style box made from textured paper and tied with ribbon. It’s the same box for every notecard design.
Money envelopes, pack of 20, come in a box sized for 20, printed with the design you’ve chosen.
Money envelopes, larger packs (such as 50 or 100) come in a box that’s common to all our money envelope designs. It’s a beautiful box, but it does not carry the design you’ve chosen.
Kids sets (tags and cards together) come in a box with a sticker of the set’s design on the lid. The pieces sit together inside, without compartments.
Gift tags and other individual items come in a clear protective sleeve.
We may update our packaging designs from time to time. Whatever changes, you’ll always get packaging of the same standard.
Boxes in transit
We pack every order carefully. Even so, parcels pass through many hands on their way to you, and boxes can take some knocks along the way.
The box is there to protect your stationery. Minor damage to the box itself, such as dents, scuffs, crushed corners, or a partition or insert coming loose, isn’t grounds for a replacement or refund, as long as the stationery inside is undamaged.
If you’re sending your order as a gift, we’d suggest having it delivered to you first so you can check it before you pass it on.
When your order arrives
Please open and check your order within 48 hours of delivery, even if you’re saving it for later. We strongly recommend recording a video as you open the parcel.
If anything is wrong, message us within those 48 hours with your order number, photos and the video. Our Returns, Refunds & Cancellations policy explains what’s covered.
Contact
WhatsApp: +91 83358 60000
Email: contact@tishyapansari.com
Every piece is personalised and made to order for you, so we don’t accept returns or exchanges. If we’ve made a mistake, we’ll put it right. Just tell us within 48 hours of delivery.
Check your order within 48 hours
Please open and check your order as soon as it arrives, even if you’re saving it for a later occasion. We strongly recommend recording a video as you open the parcel.
If something is wrong, message us within 48 hours of delivery, going by the delivery time on your courier tracking. Please share:
• Your order number
• Clear photos of the item and the packaging
• Your unboxing video (this is compulsory)
• A short description of the problem
We can’t consider concerns raised after 48 hours. By then, there’s no way to tell whether something happened in transit or after delivery.
When we’ll replace or refund
We’ll offer a replacement or a refund if:
• We made a personalisation error. The name is misspelt compared with the details you gave us, or it hasn’t printed properly.
• You received the wrong item. A different product, design or quantity from what you ordered.
• The item is defective. It arrived soiled, damaged or torn.
Once we’ve reviewed your photos, we’ll decide whether a replacement or refund is the right fix. Most issues are resolved with a replacement, personalised correctly. Replacements are made from scratch and take our standard production time. When the error is ours, we cover the cost of shipping the replacement. We may arrange for a courier pick-up for you to send the item back to us first.
What isn’t a defect
Our stationery is printed, finished and assembled by hand. Small signs of that are part of the piece, not a fault. These aren’t grounds for a replacement or refund:
• Small marks around the rivet or eyelet hole on tags, left when the metal is fitted by hand
• Slight differences in print, foil or finish from one piece or batch to the next
• Natural variation in paper shade and texture
• Colours looking slightly different from what you saw on your screen
• Slight differences in placement, within normal production tolerances
Box and packaging damage
We pack every order carefully, but we can’t fully control how parcels are handled in transit, even within India.
Our boxes are there to protect your stationery. Damage to the box or packaging alone is not grounds for a replacement or refund. That includes dents, scuffs, crushed corners, torn wrapping, and partitions or inserts coming loose.
If the stationery inside is damaged, that is covered. Tell us within 48 hours with photos and your unboxing video.
Other situations we can’t refund
• Change of mind, or a product not being to your liking, when it matches its description
• Packaging as described on our Shipping & Delivery page
• Mistakes in the personalisation or delivery details you gave us
• A parcel that comes back to us because you couldn’t be reached, the address was wrong, or delivery was refused
• Courier delays
• Marks, impressions or changes that appear after delivery through storage or use
• Concerns raised more than 48 hours after delivery
Cancellations
We can cancel an order only if production hasn’t begun: before screen printing has started and before we’ve begun processing your order. If you’d like to cancel, message us as soon as you can and we’ll check where your order stands.
If we can cancel it, we’ll refund you in full to your original payment method. Once production has begun, your order can’t be cancelled, changed or refunded, because the materials have already been personalised for you.
The same applies to changing your personalisation details. We can update them only before production begins.
How refunds are paid
Approved refunds go back to your original payment method. Once we’ve processed a refund, your bank usually takes 5–7 working days to show it.
Caring for your stationery
A few notes, so your set stays the way it left us:
• Tags with metal rivets: if you aren’t using them straight away, take off the belly band and lay the tags side by side rather than stacked. Over time, the rivets press marks into the tags beneath. This is metal doing what metal does under its own weight, not a flaw in the tag.
• Storage: keep everything flat, cool and dry, and out of direct sunlight. Sunlight fades printed colour, and humidity can make uncoated paper ripple at the edges.
• Printed pieces: keep printed faces apart where you can, and don’t stack anything heavy on top.
• Wax seals: keep them away from heat, as they soften.
• Foil and hand-finished details: handle with clean, dry hands.
We’re always happy to advise on how to store a set. Marks, impressions, colour changes or rippling that develop after delivery through storage aren’t something we can replace or refund.
Contact us
For anything to do with an order, message us. We’ll take a look and get back to you.
WhatsApp: +91 83358 60000
Email: contact@tishyapansari.com
