Customer Support & Patron Engagement

At Parvai, customer support extends beyond order-related assistance.

Our products carry the work of people, materials, techniques, processes and design decisions that together determine what a product ultimately becomes. We believe our patrons should have access to this understanding in both its tangible and intangible form from how a textile feels against the skin, how it drapes and wears, to how it was constructed, who made it, why a particular process was chosen and what gives the product its intrinsic value.

Our team is therefore available for detailed conversations around the Product, People, Process and Perspective behind our work. Wherever possible, we are happy to provide additional photographs, technical information, construction details, material specifications, process explanations and other information that may help a patron understand a product before or after purchase.

Customer Support Hours

Our official customer-support hours follow Indian Standard Time (IST):

Monday to Saturday: 9:00 AM – 6:00 PM IST

Messages may also be sent to us outside these hours, and our team is often available across different time zones. However, responses outside official working hours may not be immediate.

We aim to respond to enquiries within approximately 5–6 hours during active working periods. Messages received late in the evening, overnight, on holidays or outside our regular working hours may be answered during the next available working period.

We appreciate your understanding that detailed product enquiries may occasionally require us to consult our design, production or artisan teams before responding.

How to Reach Us

Email
enquiry@theparvaishop.com

Phone & WhatsApp
+91 73585 50888

For product enquiries, photographs, order-related communication and detailed conversations, email or WhatsApp is generally the most effective way to reach us.

Registered Office

Parvai HQ
10, Primus Building
Door No. SP-7A
Guindy Industrial Estate
Chennai – 600032
Tamil Nadu, India

Please note that this is Parvai's registered office address and should not be treated as a retail showroom or walk-in store unless an appointment has been specifically confirmed.

Design Studio

Parvai Design Studio, Kottayam
Parvai operates primarily as an online store and production-led practice. Our design studios, craft workspaces and production units are not conventional retail spaces and are not generally open for public walk-ins.

Access for Priority Patrons

We believe that patrons who have built a sustained relationship with Parvai should be able to engage more deeply with the work they support.

Our design studios, workspaces, production processes and, where appropriate, artisan environments are open by prior arrangement to Parvai Priority Patrons.

For the purpose of this policy, a Priority Patron is generally a client who has:

maintained an active purchasing relationship with Parvai for at least one year; and
made cumulative purchases of ₹2,00,000 or more during that relationship.

For these patrons, we are happy to facilitate deeper access to our work, subject to scheduling, production requirements and the comfort and availability of the people involved.

This may include opportunities to:

• Visit our design and production workspaces;

• Understand how individual products are conceived and developed;

• Observe relevant stages of production where feasible;

• Study materials, techniques, construction and craft processes;

• Meet members of our team and, where appropriate, the makers involved;

• Access detailed information about the provenance, development and making of a product; and

• Engage with our work for personal study, research or a deeper understanding of the craft.

We aim to be as transparent as reasonably possible with our Priority Patrons. Our intention is that those who have supported our work consistently should be able to see and understand not simply the finished product, but the ecosystem of people, decisions, materials, labour and knowledge behind it.

Visits & Appointments

All studio, workspace and production-unit visits are strictly by prior appointment.

Access may vary depending on ongoing production, artisan schedules, safety requirements, privacy considerations and the nature of the work being undertaken at the time.

Some production environments are working spaces rather than visitor facilities. We therefore reserve the right to limit access to particular areas, processes, documents or individuals where necessary.

Our Commitment

Whether a patron is purchasing from us for the first time or has worked with us for many years, we will make every reasonable effort to provide accurate, thoughtful and meaningful information about our products.

For Parvai, customer support is not simply about completing a transaction. It is about enabling a patron to understand what they are buying, how it was made, who contributed to it and why it holds the value it does.