FAQ — delivery, returns, custom orders
Facts checked 22 September 2026
Last updated 9 October 2026.
The short answers: every MASHQ piece is made to order in our UAE workshop in 5–7 working days; UAE delivery is a flat AED 50 per order for wall art or AED 25 for décor, and Worldwide Express is AED 250 per order, delivered within 8 days; wall art and personalised pieces are not returnable, and a piece that arrives damaged is replaced or refunded on a photograph sent within 24 hours. The same facts on one page: MASHQ facts.
Everything below is checked against how the shop actually behaves. If something here disagrees with what you see at checkout, the checkout is right and we have a mistake to fix — tell us.
What do you make? Arabic calligraphy and Arabic-inspired décor, made to order in our UAE workshop: serving trays, boxes and jars, tissue boxes, wall art, mabkhara, and personalised name pieces. You can also design your own piece from scratch in Mashq Studio, free.
How do I place an order? Add what you want to the cart and check out on this site. For bespoke or bulk work, contact us before ordering so we can confirm the design and the timing.
What do I write in the address at checkout? UAE addresses have no postcode. Put the building or villa number and the street in the first line, the area (Al Barsha, Al Nahda, Mirdif…) in the second, choose your emirate, and give a mobile number so the courier can reach you. If the address step gets in the way, send us your basket on WhatsApp and we will finish the order with you.
What payment methods do you accept? Visa, Mastercard and American Express, and Apple Pay or Google Pay where your device offers them. Payment is taken in AED. We do not take cash on delivery, bank transfer or Shop Pay — if that changes, this line changes with it.
Is it safe to pay on your site? Yes. Checkout runs on Shopify over SSL and card details are handled by the payment provider — they never reach us.
Can I order a custom-designed piece? Yes, that is most of what we do. Design it yourself in Mashq Studio and order it directly, or contact us with what you have in mind.
How much does delivery cost? It depends on what you order, and both answers are simple. Ready-made décor — trays, boxes, jars, tissue boxes, frames — is AED 25 per order anywhere in the UAE. Calligraphy prints and paints are AED 50 per order in the UAE, whatever the quantity. Outside the UAE everything travels by Worldwide Express at a flat AED 250 per order, delivered within 8 days. The exact amount is shown at checkout before you pay.
Do you ship outside the UAE? Yes — we ship worldwide: a flat AED 250 per order by tracked courier, delivered within 8 days. Unframed prints travel rolled in a tube, which is both safer for the piece and far cheaper than shipping glass. The rate is shown at checkout before you pay.
How long will my order take? Everything is made to order rather than picked off a shelf. Most pieces are produced within 5–7 working days before dispatch, and personalised work adds a step for confirming the spelling and approving the layout. Each product page states its own time.
How do I track my order? You will get an email with tracking as soon as your order is dispatched.
What is your return policy? Every MASHQ piece is made after you order it, so we do not take change-of-mind returns: made-to-order, personalised and wall-art pieces are on the non-returnable list in our refund policy. What we always put right is a piece that arrives damaged or wrong — see below.
Are there items that cannot be returned? Yes: made-to-order, personalised and wall-art pieces, which is everything we make, because each one is made for you after you order it and cannot be resold. The list is in our refund policy.
What if my order arrives damaged? Send us photographs within 24 hours of delivery, on WhatsApp or by email, and we replace the piece or refund you in full. Photographs matter — they let us take it up with the courier as well as put it right for you. What to photograph, step by step: a piece arrived damaged.
Can I cancel or change an order? Yes, free of charge, until we start making your piece: within 12 hours of ordering, or before you confirm the spelling with us, whichever is later. Message us on WhatsApp or at connect@mashq.ae. After that your piece is being made, and the order can't be cancelled or changed. The full rules are in our Refund policy.
How do I use a discount code? Enter it at checkout. A valid code applies to the total straight away.
Can you gift-wrap it? Yes. Gift wrapping is AED 20 per order, however many pieces: add it to your cart. For a written note, write your message in the "Order instructions" box on the cart page, or send it to us on WhatsApp.
Is anything added at checkout? The price you see is the price you pay — nothing is added at checkout.
Do you have a shop I can visit? Not at the moment. We work online so that pieces are made to order across the UAE without the cost of a showroom.
Can I read reviews from other buyers? Not yet. We are a young shop and there are no reviews on the product pages — we would rather tell you that than show you an empty row of stars. What we can show you instead: who wrote the piece, on the calligraphers' page, and where it is made, on about us. When your piece arrives, tell us what you think at connect@mashq.ae — it reaches the people who made it.
Is MASHQ a real company? Yes. MASHQ is the trading brand of 1click2open LLC, a Free Zone company registered in Sharjah Media City (SHAMS), trade licence 2647497.01. It took its first order in February 2024, and every piece is made in our UAE workshop. There is no showroom, but there is a person: WhatsApp +971 50 122 6579 or connect@mashq.ae. The full details are in our legal notice.
Do you take corporate or bulk orders? Yes — see corporate gifting. Order in one batch where you can: handcrafted pieces vary slightly between production runs, so fifty made together match in a way that two runs of twenty-five may not.
How do I contact you? By email, phone or WhatsApp — the details are on our contact page.