Returns & Exchanges
We want every piece of Nepali craft to feel right at home. If it isn't quite perfect, here is how we make it right - simply and personally.
Shop with confidence
A return policy as careful as our craft
Every Poshak Ghar order is hand-checked, carefully folded, and wrapped before it leaves our Kathmandu workshop. Even so, a fit, a colour, or an occasion can change a mind - and we understand that completely.
That is why our returns are built around real people rather than automated forms. Reach out, and we will guide you through each step, keeping the experience as warm as the welcome your order was meant to bring.
What to expect
Easy, honest, and on your side
30
Days to start a return after delivery
1–2
Business days to hear back from us
Free
Return postage on our mistakes
5–10
Days for refunds to post to your bank
Step by step
The return journey, start to finish
Five small steps, most of them ours. From the day you write to the day your refund posts is typically under two weeks - and you can follow every stage by email.
Day 0 - any time in your 30-day window
Tell us you'd like to return
Email support@poshakghar.com or open a support ticket with your order number (PG-123456) and the piece you're sending back. A sentence on why helps us improve, but is never required.
Within 1–2 business days
We send your return authorization
A real person reviews the request and replies with a return authorization number and the nearest return address for your region - U.S. returns go to our New Jersey partner warehouse, never back to Nepal.
Whenever suits you, within 14 days of authorization
Pack and post it
Fold the item into its original wrap with tags and hand-tied details intact, write the authorization number on the slip, and ship with any trackable service. If the return is our mistake, a prepaid label is attached to our email.
2–3 business days after it arrives
Quick inspection
We check condition and confirm by email the moment it passes. Handmade variation is never grounds for failing an inspection - we're looking for wear, washing, or missing tags only.
Immediately after approval
Refund issued or exchange shipped
Refunds go to your original payment method the same day the inspection clears (banks then take 5–10 days to post it). Exchanges leave with the next day's shipments, tracked as usual.
Two good options
Exchange or refund - which suits you?
Choose an exchange
Right piece, wrong size or color
- Best when
- You love the piece but need a different size, colorway, or design.
- How it works
- Tell us your preferred replacement when you first reach out and our team will confirm its availability for you.
- Timing
- Your replacement ships within one business day of your return clearing inspection.
- Cost
- We cover outbound shipping on the replacement. If the replacement costs less, we refund the difference; if it costs more, we arrange the difference with you before it ships.
Handwoven batches are small; if your choice sells out before your return arrives, we offer the closest match or a full refund - your pick.
Choose a refund
Simply not the right fit
- Best when
- The piece, the occasion, or the mind has changed - no explanation needed.
- How it works
- Once your return passes inspection, we refund the item price to your original payment method that same day.
- Timing
- Allow 5–10 business days after our confirmation email for your bank or card provider to post the funds.
- Cost
- Original shipping is non-refundable unless the return is due to our error; return postage is yours except on our mistakes.
Refunds always go back to your original payment method, and we email you the moment yours is issued.
Eligibility
What qualifies for a return
Condition requirements
30-day window
Custom & final-sale items
The details
Custom orders, damage & handmade variation
A fair deal on custom orders
Made-to-order and personalized pieces are cut, woven, or monogrammed for you alone, so they can't come back for a change of mind. In exchange, we de-risk them up front: you approve swatches and photos before production, measurements are confirmed in writing, and fit adjustments on made-to-measure garments are free. And if a custom piece arrives damaged, wrong, or meaningfully different from what you approved, the exclusion vanishes - we remake or refund it in full.
Damaged or wrong items
If your order arrives damaged in transit or the wrong item slips through, that is on us. Contact us within seven days of delivery with your order number and a few photos, and we will arrange a replacement or full refund - including any shipping you paid - and cover the return postage. The standard condition rules never apply in these cases.
Where returns go
U.S. returns travel only as far as our partner warehouse in New Jersey - never back across the Pacific - which is what keeps the inspection quick and the postage reasonable. International customers receive the nearest regional address with their authorization. Please always wait for the authorization before shipping; unauthorized parcels can take weeks longer to match to an order.
A note on handmade variation
Slight differences in weave, hue, and texture are the signature of genuine handmade work - never a defect. Two dhaka shawls from the same loom are cousins, not copies. We celebrate these marks of the maker, and we hope you will too.
Ready when you are. Begin any return through our support desk, or follow an order or replacement on the order tracking page.
We're here to help
Let's make it right
A friendly team and a fair policy stand behind every Poshak Ghar order. Start a return or check where your package is - we will take it from here.
