By Fitoor by Firdaus
A gentle promise to our valued patrons
At Fitoor by Firdaus, we don’t just sell clothes. We breathe life into fabric. Each piece is a handwritten love letter from the heart of Rajasthan and Punjab, from a karigar’s weathered hands to your modern wardrobe.
Our creations are time-intensive. They carry stories embroidered in silence, colors dyed under the open sky, and motifs passed down through generations. We work closely with local artisans, most of whom have learnt their craft by watching their mothers and fathers stitch under flickering lanterns in rural homes. What you receive is not a machine-made, mass-produced outfit, but a cultural inheritance — as unique as a fingerprint.
We understand that sometimes, despite our best efforts, an issue may arise — and so, we have a Return & Exchange Policy that’s as fair as it is emotionally grounded.
But before we proceed, allow us to gently explain why our policy is shaped the way it is.
We understand that sometimes, despite our highest intentions, errors may happen.
We will happily offer you an exchange only in the following two circumstances:
A manufacturing defect — a rare but possible outcome, as our pieces are hand-stitched, not factory-made.
An incorrect item sent — if there has been a mix-up in dispatch (wrong color, size, or product).
No other reasons will qualify for an exchange.
Each item is handmade in small batches, not stored in warehouses or churned out on assembly lines. The product you receive may have been:
Specifically made for your order
Embroidered by hand over several days
Finished with traditional techniques that can’t be reversed or reworked
This is why, once a product leaves our studio, we cannot accept returns for reasons like:
Changed mind
Disliking the color or design upon arrival
Realizing it doesn’t match another item you own
We don’t mean to be rigid. We simply wish to protect the love and effort behind each item — and preserve the dignity of our craftspersons who cannot redo these creations overnight.
🧵 Hence, we kindly state: We do not accept returns on garments.
A refund would mean undoing an act of heritage, discarding something made with devotion. Our pieces are born through meticulous processes — from dyeing the fabric under the sun to hand-tacking delicate beads one by one.
Moreover, many of our pieces are made on demand — designed to suit your preference, and carefully packaged with our signature touch.
Thus, refunds are not a part of our system.
Instead, if there’s a genuine issue, we will assist you with an exchange.
Please write to us at fitoorbyfirdaus@gmail.com within 48 hours of receiving your order.
Requests received after this window will not be considered, as we must ensure freshness and traceability of the issue.
In your email, kindly mention:
Your Order ID
A clear explanation of the issue
Supporting unboxing video and photos
We humbly require an unedited unboxing video as a form of mutual respect and proof.
This video must clearly show:
The unopened package with the delivery label visible
A full, uncut recording of you opening the package
The product in its entirety
Any visible damage, stain, stitching issue, or size difference
❗ Without this video, we cannot process your request. This is not to create inconvenience, but to protect the integrity of the claim — and to ensure transparency for both our team and you.
Once your email and video are received, our team will take up to 5 working days to:
Verify the issue
Cross-check your order details
Approve or deny the exchange request
If approved, we will issue you a Return Authorization Email.
Once you receive the return authorization:
Please courier the product back to our studio within 5 days
Ensure that the item is:
Unworn and unwashed
With tags, bill, and packaging intact
Packed with care to avoid further damage in transit
📝 Return shipping charges and the cost of shipping the new item will be borne by the customer.
We recommend using a trackable courier service to ensure safe delivery, as we are not responsible for parcels lost in transit.
Once we receive your return:
We will inspect the product
If the issue is confirmed, we will send you:
The same product in the same color and size, if in stock
Or, if unavailable, we will invite you to choose another item of equal value from our collection
To preserve clarity, fairness, and brand ethics, here’s a list of items not eligible for exchange:
Garments that have been worn, used, or altered
Items that are part of customized orders or made-to-measure requests
Items that exhibit minor variations in dye, weave, thread, or placement of design
✨ Please remember: Handmade does not mean perfect. It means personal.
The tiny irregularities you may find are not flaws — they are fingerprints of tradition.
If you receive a parcel that appears:
Opened or tampered
Torn or re-sealed
Damaged externally
Do not accept it.
Refuse delivery and immediately contact us at fitoorbyfirdaus@gmail.com or call +91 96723 06319
If you discover damage after accepting:
Please take photographs of the packaging and product
Share them with us, along with your original unboxing video
We will work with you on a resolution.
We are not just a brand. We are a living, breathing culture stitched in color, fabric, and memory.
When you buy from us, you support handmade livelihoods, slow fashion, and a woman somewhere who feels seen because someone across the country values her embroidery.
We deeply appreciate your empathy, your patience, and your faith in our process.
Thank you for being a part of the Fitoor by Firdaus family.
We’re always here to help with questions, clarifications, or even to chat about color combinations before you place your order.
📧 Email: fitoorbyfirdaus@gmail.com
📱 WhatsApp: +91 96723 06319
📍 Instagram: https://www.instagram.com/fitoor.by.firdaus/
