Grievance Redressal & Customer Care

WhatsApp Concierge: +91 88494 45514 (Monday to Saturday, 10:00 AM – 7:00 PM IST). Expected response time within 2 to 4 business hours.

Customer Support Email: [email protected]. Expected response time within 24 to 48 business hours.

Helpline Telephone: +91 8849445514 during official operating hours.

Closed Days: Support desks are closed on Sundays and gazetted Indian national holidays. Requests received during closed hours are addressed on the next working morning.

To lodge a formal customer complaint, please write to our support desk quoting your Order Number, registered phone number, nature of grievance, and preferred resolution (exchange, repair, or store credit).

Providing accurate order information is essential, as all transaction and dispatch records are indexed against your unique Order Number.

Acknowledgement: Every formal complaint is acknowledged in writing within 48 hours of receipt, along with an incident ticket number and the name of the assigned support associate.

Resolution: We aim to resolve every dispute within 15 calendar days from the date of receipt. If an atelier inspection is required, interim updates are provided every 3 working days.

Written Communication: If additional time is required due to logistics or bank verification, the revised date and rationale will be communicated in writing.

If a complaint remains unresolved or you are dissatisfied with the initial resolution, you may escalate the matter directly to our designated Grievance Officer: Maison Concierge.

Escalation Email: [email protected].

Consumer Protection Recourse: As an Indian consumer, you also retain the right to seek guidance from the National Consumer Helpline (NCH) or approach the relevant Consumer Disputes Redressal Commission.