Questions, gently answered.
Anything below not covered? WhatsApp us — we answer ourselves.
Where do you ship?
We ship across India today. International shipping is on our 2026 roadmap — write to us if you’d like to be on the waitlist.
How long does delivery take?
Most orders ship in 3–4 working days and reach you in 5–8 days depending on your city. Festival weeks are slightly slower.
Is shipping free?
Yes — orders of ₹1,500 and above ship free anywhere in India. Below ₹1,500, we charge a flat ₹99.
How do I pay?
At checkout you’re taken to HDFC Bank’s secure SmartGateway page, where you can pay by UPI (GPay, PhonePe, Paytm, BHIM), credit or debit card, net banking or wallet. The amount is pre-filled. You’re returned to your order page as soon as the bank confirms, and we never see your card or UPI credentials.
Can I return a product?
We don’t accept returns, but we do offer free exchanges within 7 days if a piece arrives damaged or isn’t quite right. See our exchange policy for the full details.
Will my piece look exactly like the photo?
Almost. Because everything is hand-knotted and hand-woven, no two pieces are identical — small variations in tone, knot tension or fringe length are part of the character.
How do I care for macramé and woven pieces?
Dust gently with a soft brush. Spot-clean with a damp cloth and mild soap. Avoid soaking. Keep out of direct sunlight to preserve natural cotton and jute tones.
Do you do custom or wholesale orders?
Yes — we love these. Email theurbandori@gmail.com or WhatsApp us with what you have in mind. We’ll respond within a working day.
Can I cancel my order?
If we haven’t shipped yet, absolutely — message us on WhatsApp with your order number and we’ll refund the same day. Once shipped, please use the exchange flow instead.
How do I track my order?
You’ll get a tracking link on WhatsApp and email as soon as we hand the parcel to the courier — typically within 24 hours of payment.