FAQ
ORDERING & PAYMENTS
How do I place an order?
Browse our catalog, add items to cart, and checkout. We accept credit/debit cards, UPI, net banking, and PayPal for international orders. Simple.
Do you accept international orders?
Yes. We ship worldwide. Payment is accepted in USD for international customers, INR for India.
How long does it take to make my lamp?
Each lamp is handcrafted to order. Production takes 7-14 days. We don't keep pre-made inventory sitting in a warehouse.
Can I track my order?
Yes. Once your lamp ships, you'll receive tracking information via email.
Do you offer bulk discounts for restaurants, cafes, or hotels?
Yes. Use our Bulk Enquiry form or email us directly. We work with interior designers, architects, and commercial clients regularly.
SHIPPING
Where do you ship?
India: Everywhere
International: UAE, USA, Europe, Australia, and most other countries
How much does shipping cost?
India:
Free shipping on all orders. No minimum. No conditions.
International:
Calculated at checkout based on destination and product size.
How long does shipping take?
India: 7-10 days after production (total 14-24 days from order)
UAE/Middle East: 10-14 days after production
USA/Europe/Australia: 14-21 days after production
Why does shipping take so long?
We don't use fast couriers like Amazon. Your lamp is made by hand, packed carefully, and shipped via reliable (not rushed) logistics. Handcraft takes time. We'd rather it arrive intact than arrive fast and broken.
Do I have to pay customs or import duties? (International orders)
Yes.
When ordering internationally, you are responsible for:
- Customs duties
- Import taxes
- Any clearance fees
These charges are set by your country's customs department, not by us. We have no control over them and cannot predict the exact amount.
Important: If you refuse delivery or fail to pay customs duties, and the package is returned to us, we will deduct the original shipping charges from your refund amount. We paid to ship it to you — we can't absorb that cost if you choose not to accept it.
Make sure you understand your country's import rules before ordering.
What if customs holds my package?
Contact your local customs office directly. We can provide invoices or documentation if needed, but clearance is between you and customs. We can't intervene in your country's customs process.
PRODUCT & MATERIALS
What are MOORAQ lamps made from?
Natural bamboo, rattan, cane, or jute depending on the product. All materials are sourced locally in India. Electrical fittings (cords, sockets, canopies) are tested and certified.
Why does each lamp look slightly different?
Because they're handmade by artisans, not machines. Bamboo is a natural material — color, texture, and grain vary. Slight differences in weave tightness or pattern are signatures of human hands, not defects.
Are the variations in my lamp defects?
No. Natural variations, slight asymmetry, or small gaps in weave are part of handcraft. If something is structurally unsound or affects function, that's a defect. If it's just "not perfectly uniform," that's intentional.
Is bamboo durable?
Yes. When properly cared for, bamboo lasts decades. It's naturally antimicrobial, resistant to moisture (to a degree), and stronger than most people expect.
Can I use these lamps outdoors?
Not recommended. These are designed for indoor use. Bamboo can handle some humidity, but direct rain, extreme sun, or constant moisture will degrade it over time.
What kind of bulb should I use?
LED bulbs, 2700K-3000K (warm white). Maximum 15W unless product description states otherwise. Never use incandescent bulbs — they generate too much heat and can damage bamboo.
Can I use a dimmer?
Yes, if you use dimmable LED bulbs. The lamp itself is passive (it's just bamboo and wiring). The dimming capability depends on your bulb choice.
How do I install the lamp?
Most MOORAQ lamps are plug-and-hang. They come with ceiling canopies and adjustable cords. Installation takes 10-15 minutes with basic tools. If you're uncomfortable with electrical work, hire an electrician. We're not liable for improper installation.
How much does each lamp weigh?
Weight varies by product but typically ranges from 500g to 5kg. Specific weight is listed on each product page.
CUSTOMIZATION
Can you make a custom size for me?
Yes. We make lamps to order, so custom sizing is possible. Message us with your requirements (dimensions, room photos if helpful), and we'll confirm feasibility and provide a quote. Custom sizing may affect price depending on materials and labor required.
Production time for custom orders: 14-21 days.
Can I return or exchange a custom lamp?
No. Custom orders are final sale. Make sure you're certain about dimensions before ordering.
Can you change the cord color or length?
Yes. Let us know what you need when ordering. We can do longer cords (for high ceilings) or different cord colors (black, natural jute, twisted fabric) at no extra cost on most products.
Do you make lamps in colors?
No. We only work with natural bamboo, rattan, cane, and jute in their natural tones (honey, tan, brown). We don't paint, stain, or dye our materials. If you want color, we're not the brand for you.
PRICING
Why are MOORAQ lamps expensive?
They're not expensive. They're priced honestly.
Each lamp takes 40+ hours of handweaving by a skilled artisan. We pay fair wages, use quality materials, and don't cut corners. You're not paying for a light. You're paying for:
- Decades of artisan skill
- Sustainable, natural materials
- Honest business practices
- A piece that lasts decades, not years
Could we charge less? Sure — if we paid artisans less, rushed the process, or used cheaper materials. We don't.
Do you ever have sales?
Rarely. We price our products fairly from the start. Discounting devalues the artisan's work. We may offer occasional promotions, but don't expect 50% off sales.
Can I get a discount?
Not on individual orders. If you're ordering in bulk (5+ pieces), contact us for wholesale pricing.
CARE & MAINTENANCE
How do I clean my bamboo lamp?
Dust regularly with a soft, dry cloth or feather duster. For deeper cleaning, use a lightly damp cloth (not wet) and wipe gently. Never submerge in water or use chemical cleaners.
What if it gets dusty inside the weave?
Use a soft brush or compressed air (low pressure). Don't use vacuum cleaners directly on the bamboo — too aggressive.
Can bamboo change color over time?
Yes. Natural bamboo may darken slightly with age and exposure to light. This is normal and adds character, not damage.
How do I maintain the lamp long-term?
Keep it away from direct sunlight (fades color over time), avoid high humidity areas (like directly above a steamy shower), and dust regularly. That's it. Bamboo is low-maintenance.
What if a strand breaks?
Small strand breaks can happen with natural materials over time. They're usually cosmetic and don't affect structure. If it's significant or affects the lamp's integrity, contact us and we'll assess repair or replacement options.
ABOUT MOORAQ
Who makes these lamps?
Skilled artisans in Chhatarpur, Madhya Pradesh, India. Each lamp is handwoven by craftsmen who've been working with bamboo for decades. We don't outsource to factories.
Where is MOORAQ based?
Chhatarpur, Madhya Pradesh, India. We're a unit of MS Homes, operating since 2018.
Do you have a physical store?
Not yet. We operate online through mooraq.com and Etsy. For bulk or wholesale inquiries, you can visit our workshop by appointment.
Are you sustainable?
Yes, but we don't make a big deal about it. Bamboo is naturally sustainable (grows fast, renewable, biodegradable). We don't use plastics in our products. Our packaging is eco-friendly where possible. We pay artisans fairly and support local craft communities.
But we're not perfect. We use couriers that burn fuel. We ship internationally. We're doing our best within realistic constraints of running a business.
STILL HAVE QUESTIONS?
Email us: support@mooraq.com
WhatsApp: +91 9217047783
Response time: 24-48 hours
We're a small team. We'll respond as quickly as we can.
If your question isn't here, ask us directly. We're human. We'll answer honestly.