FAQ
Getting it to you
How long will it take?
Once it leaves us: about 2 working days to the big metros, 4 working days to most other cities, and 6 working days everywhere else in India. Outside India, 4–5 working days, tracked. Every product page has a box where you can put your pincode in and see the date we expect it to reach you.
What does delivery cost?
Across India, shipping is free on orders over ₹499. Outside India, delivery is free over $50 in the US, £45 in the UK, €50 in Europe and US$50 elsewhere; below that it's $20, £16, €18 or US$20.
Do you ship outside India?
Yes — to 28 countries, including the US, UK, UAE, Canada, Australia, Singapore, Japan and most of Europe. Prices show in your currency, and checkout charges the same amount in Indian rupees (your bank converts it). If your country charges import duty, it is collected on delivery, not by us.
How will it arrive?
In a paper Moosi pouch. Keep it, gift it, regift it; the pouch doesn't mind.
If something is wrong
My parcel arrived damaged.
Write to us at moosi.care@gmail.com within 48 hours of delivery, with a short video of the damage (preferred) or a few clear photos, and we'll send a fresh one.
Can I return or exchange something?
No, and here is the honest reason: these things live in your hair, and passing one on to the next Creature isn't fair to her. So we can't take returns or exchanges, worn or unworn. Please pick mindfully — we keep the photos and the measurements as honest as we can, and we would rather answer ten questions before you buy than take your money for the wrong thing.
The elastic has gone slack.
For orders delivered in India, we replace it, free, for as long as the piece exists. The Essentials (Candy Pop and Candy Dot) get 180 days from the day we ship them; signed in, you can see your days left in My elastic promise. Here is the promise in full.
The things themselves
Is everything really handmade?
Yes. Rural women artisans make every piece by hand, in small batches — one person to a piece, first stitch to last. That is also why there are never many of any one thing at a time.
Do you make things to order?
We keep ready-made stock, and most orders go out from it. Custom pieces are the ones made to order — write to us if you want one and we'll tell you what's possible and how long it will take.
Will mine look exactly like the photos?
Very close, not identical. A hand made it, so a petal folds a little differently, a stitch overlaps, a curve dips by a hair. The photos are of real pieces.
How do I wash it?
Hand wash in cool water with a mild soap, press the water out in a towel, reshape while damp, dry flat in the shade. The longer version lives on Material & care.
Will it pull or dent my hair?
It shouldn't. Our scrunchies sit on a wide, soft elastic — generous on thick hair, gentle on fine. Mellow and Mushbloom have no elastic at all; they tie.
Reviews, money, and us
Are the reviews on your product pages real?
Yes. Only people who have ordered that piece can write one — they sign in with the email they ordered with — and a person reads every review before it goes up. We don't edit them, and we don't hide the lukewarm ones.
How can I pay?
You'll see the options at checkout. In India, prices are in rupees and include all taxes. Abroad, we show prices in your currency and charge the same amount in rupees at checkout; your bank converts it.
How do I reach a human?
Write to moosi.care@gmail.com or call +91 22 6964 7032. A person answers — there are not many of us.