FAQs


Brand/Product

What does Masilo mean?
Masilo is a medley of two words – “mas” (Spanish for “more”) and “ilo” (Finnish for “joy”). More joy... for your bundle of joy!

What's the difference between a Dohar blanket and Quilted blanket?

  Dohar Blanket Quilted Blanket
Composition Soft cotton flannel between two outer layers of organic cotton voile Non-allergic soft poly fill sandwiched between soft cotton flannel and finished with two outer layers of organic cotton voile
Properties Breathable, lightweight, compact Multi-layered, hand quilted
Suitable for summer months / warm weather air conditioned / cooler temperatures
Suggested uses Stroller blanket, receiving blanket, nursing cover up, layer between baby and a thicker blanket Security blanket, play mat, daytime cot bed spread

Are your products pre-shrunk?
No, but we wouldn't worry too much about it, shrinkage is natural for any cotton product. That being said, try not to overheat our products. Drying with high heat can cause more than 6-8% shrinkage. We would recommend hang to dry where possible and if using a dryer, use the air cycle, no heat.

Will the colour/prints fade when washed?
We're all natural so some fading is normal. We recommend avoiding the use of powerful detergents or bleaching agents, and dry naturally in the shade to retain the original colour and print quality of our products.

Why are you so expensive?
We focus on a lot on our organic fabrics, on design, detailing and the quality and production of our products, many of which are handmade and produced in limited quantities. Our pricing is a function of all these factors and the team that works hard to design, produce and distribute them. We try our best to give great value for our products.

How can I contact the team at Masilo?
If you have any questions regarding products, our policies, offers, or any other queries you can call us at +91 22 6237 5037 or +91 9819811293 between 10am and 6pm from Monday to Friday (excluding Indian public holidays). Alternatively, you can send us an email at hello@masilo.in with your name & contact details and we will get back to you as soon as possible.

How can we let you know we love your stuff?
You can write to us at hello@masilo.in, send us some pictures or post on social media – don't forget to tag us! (our social media links are in the footer)

What should I do when my child outgrows your bedding?
Just drop us an email and send it back to us (provided it's still in good condition) so we can share them with the little feet that need them more.

Orders

Can I change/cancel my order?
Yes, you may change/cancel your order as long as it has not been shipped and it is not a personalised or made-to-order item. To do so, please get in touch with our team by calling +91 22 6237 5037 or +91 9819811293 or email us at hello@masilo.in with your order details as soon as possible as orders are sometimes shipped immediately.

What happens if an item ordered is out of stock/you are unable to fulfill my order?
Our team will get in touch with you and a refund request will be put in motion. For pre-paid orders the refund will be processed directly into your debit/credit card or online account that was used to make the payment. It usually takes 7 to 21 working days from when the refund request was raised for the amount to reflect in your account.

How do I redeem my promo code?
Enter your promo code at checkout and the discount will be automatically applied to the total amount.

Can you personalise my order with a name or monogram?
Yes! Look out for the option to personalise many of our products as listed on our website.

Can I get in touch for bulk orders?
Absolutely! We typically require 30 days notice to process orders over 25 pieces in a single design. Email us at hello@masilo.in for bulk order enquiries.

Do you gift wrap?
Our gift bundles come in a reusable white sack with a ribbon handle that's ready to gift. During checkout, please enter your message in the "special instructions" box and we can include a personalised gift note from you too.

Shipping

Does Masilo.in ship internationally?
Yes, we ship worldwide!

Is there an additional shipping charge?
Please see our Shipping & Handling Fees section.

How long will it take for my order to reach me?
Please see our Shipping & Timelines section.

Will all the items in my order be shipped as one package?
Typically, yes.

Returns

What if I receive a defected/wrong product or an incomplete order?
Please see our Returns Policy.

Is it a manufacturing defect if the printed design is not perfect?
Not necessarily – due to the hand printing process, variations and imperfections may occur in the pattern and this is part of the charm of a handmade item.

What process should I follow to return a product?
Please see our Returns Process.

Do you arrange reverse pickups?
No, you would need to send the product back to us at your own cost.

How long will it take to process my return?
It will take 7 to 21 working days from the time we receive the shipment back for you to receive a replacement or refund.

Payment

What payment options do you offer?
We support the following payment options:
1. Credit Card
2. Debit Card (only if your issuer bank permits online transactions)
3. Net Banking (within India only)

Do you offer Cash on Delivery (COD) as a payment option?
No, currently we don't.

Do you accept payment in multiple currencies?
No, currently we don't.

Do you accept payment through cheque/demand draft?
No, currently we don't.

How do you ensure the security of online payments?
We are using a very secure and trusted payment gateway to provide full security to our customers. If an amount is deducted after any failed transaction, it will be reverted to the bank account of the customer within a few days of time.

Do you save credit card information?
No, we do not store any credit/debit card information. We are as paranoid about your credit/debit card information as you are! Your payment details are encrypted and sent to the payment gateway directly for billing. At no point is this information stored by us.

I am not being able to make a payment using my credit card. What should I do?
Anyone not being able to use a credit card can try a debit card or net banking (within India). You could also re-attempt the transaction after sometime as it could be due to a server problem.

How do I know that my online transaction was successful?
You will receive an email from Masilo.in after the payment is made and the order is placed. This email will include the order number and details about the products and shipment.

Sustainability

What is Organic Cotton and why do we use it?
Organic cotton is cotton grown without the use of genetically modified seeds, fertilizers, pesticides or any other synthetic agro-chemicals, which are considered to be highly toxic and therefore, harmful to the earth, cotton workers and consumers.

Since no chemicals are used in the manufacturing process, organic cotton is hypoallergenic and highly recommended for infants as it is less likely to cause adverse skin reactions. As compared to conventional cotton, organic cotton has also been shown to be beneficial for asthmatics.

We use locally sourced GOTS certified organic Indian cotton as the outer layer for our bedding – because it's better for your baby, and the environment.

What does GOTS certified organic cotton mean?
GOTS stands for The Global Organic Textile Standard, which is recognised as the world's leading processing standard for textiles made from organic fibres. Learn more about GOTS here.

What is conventional cotton?
Just because it’s natural, cotton may not be a safe choice. Over years, owing to demand the processes involved in cultivation and processing of cotton have changed. Cotton crops use as much as 25% of the world’s chemical pesticides that are carcinogenic and 75% of conventionally grown cotton is made from genetically modified seeds.

Is organic cotton softer than conventional cotton?
Organic does feel softer than conventional cotton because the threads that make up cotton have not been broken down or damaged by chemicals used in their growing process, making their surface smoother and nice to the touch.

Why choose organic cotton over conventional cotton?
Any choice you make as a parent, that puts your child next to products that are healthier for him or her and healthier for the environment is something to feel good about :)

What are Azo free dyes and do you use them?
Azo free dyes are dyes that don’t have azo – basically chemical compounds in dyes that can cause cancer, can be dangerous to human genes and reproductive systems if used carelessly. Given that your baby's skin has a natural sensitivity and an undeveloped derma, the health risk of exposure to aromatic azo dyes is very high. All our products are Azo free.

Masilo HQ

202 Konark Shram
156 Tardeo Road
Mumbai 400034
India

Still have questions?

Email us at hello@masilo.in and we will get back to you as soon as we can.

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